Stephanie W.

I have had a very bad experience with dresssale.co.uk, firstly they are based in China, not the UK. I ordered a wedding dress and a bridesmaids dress, they looked absolutely beautiful on the website. I ordered and paid via paypal. I received the dresses a few weeks later. Both dresses were faulty, there was a lot of loose stitching and straps that weren't sewn on properly. I emailed dresssale.co.uk the same day as i received the dresses to tell them that the dresses were faulty. They emailed me back asking if i could send them photos of the faults and that they would make a decision of what they would do. I sent them photos and they replied saying that if i send the dresses back then i would havve to pay a re-stocking fee of £115 and that they would not be able to sell the dresses because they were custom made for my size. This was a bit contradictive, why would i need to pay a re-stocking fee if they can't re-sell the dresses! Their website does state that any custom made dresses are non-refundable but it doesn't state anything regarding if the dresses are faulty, they only thing it says is to contact them within 2 days of receiving the items. I told them that i was going to send the dresses so they told me not to send it to the address on the packaging that i received the dresses in, so i asked them for their address to send the dresses back to. They sent me several messages saying, it is not in my best interest to send the dresses back and that i could keep the dresses and they will give me a £30 refund. This was rediculous, the dresses were not fit for wear. To cut a long story short, i carried on emailing them asking for their return address which they never gave to me. They even emailed me saying that the dresses would not look as beautiful as they do on their website because the photos on their website are photo shopped. Surely this is false advertising! They kept avoiding the fact that the dresses were faulty. I contacted paypal and completed a dispute form. Paypal were fantastic, they investigated the issues, and decided in my favour, they told me to send the dresses back and they provided me with the return address. I sent them proof of returning them (photo's of the receipt and parcel force despatch form) and they recovered my money for me, the full amount. Dresssale.co.uk acted very un-professional and its like they just wanted to argue with me, at the end of the day, they sent me fault items. On their website it states that they do a 25 point check on all items so i guess they forgot about checking my dresses. I spent £70 to send them back to China with parcelforce as the dresses had to be tracked, this money i will not get back so i have lost £70. This experience has really upset me as i was shopping for my wedding dress. I will always use paypal when shopping online, they were fantastic. Thank you paypal.

Stef
London