Linda B.

Dress was great. Store was great. Shopping experience was great. Customer service, via email and phone, totally useless!

I went with my daughter to the Chicago store. She couldn't decide between two dresses and the appointment was coming to an end. The consultant suggested that she order both dresses, get them home, and then decide. She kept assuring us that there would be no cost to us to return one of the dresses.

The dresses came. She picked the dress she wanted and packed up the one dress for return. Dress was worn for a couple of minutes; tags were intact; dress neatly in bag; all placed back in original shipping box including bubble like stuff on each side to keep it from moving around too much.

A couple of weeks later I got an email (because I was paying for the dress) that the dress had been received and instead of the entire $850 credit I was only being credited $775. ($800 dress plus $50 tax minus $75 for $775)

I started emailing and calling and have never gotten satisfactory answers.

The first email I sent, I asked why $75 was being deducted. I was told that it was a restocking fee. I kept asking and telling them that my email from BHLDN said I was being charged a "$75 Smart Label Fee". I kept asking what that was and always got none answers like like oh, that's just what we call a restocking fee. No one ever looked into that.

Then I was told that the website said they charge a $75 restocking fee; I countered with that it said there may be a fee.

After many, many emails again and phone calls they just kept telling me that they couldn't do anything about it but never once did I get an explanation.

Then I was told that the dress must have been damaged. I said that was impossible from the way it was packed and that if it truly was damaged they would have refused the return entirely.

During a phone call a rep told me that an inquiry was being sent to the returns department to find out why a restocking fee was charged and would take a couple of days and again my original returns notification email called it a Smart Label Fee.

Well, 5 business days later I still hadn't heard anything and sent another email asking why the decision was made to charge $75

Then yesterday I got: "Our financial corrections team has indicated the $75.00 restock fee can not be refunded. I apologize for the inconvenience." This was attached to my first email from the end of March, not even referring to the returns dept.

Customer service just gives the run around over and over and over again. One of the reasons this store was picked to shop at was because we were told dresses can be returned at no cost. Yes, I want the $75 credit but even more so I want proof of why they charged it not just being told basically that's what we do.

I will warn all future shoppers to not purchase unless you absolutely want the dress don't believe it when you're told it won't cost you a thing' and don't expect any answers from customer service.