Shannon H.

Worst customer service I've ever had! Placed my order on 7/29 but it wasn't shipped until I emailed them on 8/8. The customer support on the email said dress would arrive on 8/12.

It's Friday 8/13 and dress still hasn't arrived yet so I called customer support. Miranda is her name.

She told me dress was SHIPPED OUT on 8/12 and will arrive 8/16. I requested a replacement order with expedited shipping and she puts me on hold for close to 20 minutes only to come back to me saying she couldn't place a replacement order. So I laid out her options in front of her: 1) create a new order, 2) issue me a gift card that covers the cost of the dress + tax + expedited shipping cost and I'll place the order myself. She put me on another 10-15 minutes hold and got back to me saying "that's not the process." Then I requested to chat with her supervisor or colleague, she put me on another 10 minutes hold and got back to me saying "Someone will reach out to you within 24-48 hours, their business hours are Monday-Friday from 9am-5pm. However, tomorrow is Saturday and they don't work on Saturday so someone will reach out on Monday"?!?! Mind you I called on a Friday at 11am. She also told me I should've placed the order 2-4 months before. EXCUSE ME? This was a replacement order, my original order was placed 2 months ago. And 4 months ago I didn't even know if the wedding was happening (PANDEMIC happened in case you forgot).

Long story short, she put me on another 10 minutes hold and then she got back on the phone saying "sorry there's nothing I can do for you" and HUNG UP on me... During our 1 hr call, I probably only talked to her for 10 minutes and I was just ON HOLD the rest of the time.

Seriously, Miranda... I was on a customer support role and I understand when you're just talking bullcrap and not willing to help someone. BG is not a business that was just established yesterday. I'm sure you have processes in place and should always put your customer satisfaction as a priority. Unless I'm wrong.