Post # 1
I would like some advice on how to proceed with a refund for an order I placed at http://uk.millybridal.org.
Background: Wedding is in September so I have a little time. I asked for Dress A with lace from Dress B. I also asked and confirmed custom measurements and photos before shipping. Prepaid $330 with a credit card on Feb.26. Dress arrived without prior notification or photos. It is also too long (by 5 inches!) and has the original lace from Dress A. (Dress A has lace appliques, Dress B has allover tulle lace.) I immediately notified customer service with photos and tape measure, but they keep telling me “Take it to a tailor to fix.” and “The dress is beautiful.” I was also offered (so far) a 30% refund.
Dilemna: If I can be ok with the dress (which I am not), the shortening alone would be ~$150-200 (going off what other people have paid for a scalloped lace hem). I would also need to widen the knee (not their fault), which would require opening the side seams. In alterations costs, I would probably pay $500 before bustle. It would be cheaper for me to get a new dress someplace else.
What would you do in my situation? Any input and/or advice would be appreciated.
Post # 2
I would contact them again and say something like, “Look, I don’t know what happened, but the dress is 5 inches longer than it was supposed to be AND it’s the wrong lace. This is not the dress I ordered. I would like to return it for a full refund; please let me know how to do this.”
This isn’t the dress you chose. If you love it, and it’s worth the cost in alterations, keep it, but otherwise I think it makes more sense to return it and buy a different dress that you like more.
Post # 3
I just wanted to make a clarification to my original post – the agent and I agreed on measurements AND photos before the dress would be shipped. I never got to confirm by photo as the dress was shipped without any input from me. Also, the dress is actually 1 foot or more too long. I just realized that I am 5’1 (head to toe) and the dress (top of bust to front hem) is 5’9. Obviously the dress doesn’t start at the top of my head.
Thanks everyone for their input so far, especially Jijitatoo. I’m wondering if it’s even worth giving them a second chance given how much they messed up…
Post # 4
Corai: Given that they sent you a nonconforming dress and failed to communicate with you per expectations (contract? do you have one?) I would call the credit card and start the process of a chargeback.
I’ve worked with my credit card when vendors sent 4 instead of 5 items for a partial chargeback or when a gym refuses to let me cancel my membership. I just notify fraud detection that anything from a specific vendor is NOT authorized and the reasons why.