Katie F.

I loved my experience at this store and this review is not a reflection of the store or of the dresses, rather a review of my experience attempting to exchange my dress for a different size. My story is that I found a dress I LOVE, with the help of very friendly staff, however I was just barely mis-sized. When I called to order a size up one week after I received the dress and firmly within the 30-day return window, I was told the dress had been discontinued so that it was not possible for me to order another size. Well, to my surprise, the dress popped up again on the BHLDN website available in ALL sizes recently (at this point, it has been about two months from the purchase date and from the time I attempted to exchange the dress the first time). When I called to request an exception, I was told that no one, including management, had the power to override their return policy... and my story was questioned, which felt terrible. My only option at this time is to return the dress and hope for an exception and also hope they mail it back without penalty if that exception is not granted. Bottom line: it may be helpful to ask them for a name whenever you talk with someone on their customer service line (per management today, they will only give you their first name and last initial, but this may be worth it just to have proof, as that seems important), to talk with multiple people if you are trying to return an item within the window and are told you cannot for ANY reason, and/or to go the paper trail route via email. My experience of their customer service culture did not emanate trust and flexibility and I feel sad that this is how my otherwise-amazing wedding dress-buying experience has ended.