(Closed) Pronovias Horror story – TERRIBLE Customer Service

posted 12 years ago in Dress
Post # 3
4 posts
  • Wedding: July 2010

oh my God that’s horrible!!!! and after trying to diet and workout so hard for 3 months it turned out to be the wrong size after all!!!

I actually did get my dress from Pronovias… thanks SO much for posting… i’ll be sure to check & double check everything b4 i leave the store!!

Post # 4
2385 posts
Buzzing bee
  • Wedding: March 2010 - Calamigos Ranch

I wonder why they didn’t suggest alterations instead of having you bust your ass like that? They could have caught the mistake the first time you tried it on!

Post # 5
35 posts
  • Wedding: August 2010

Oh wow. That doesn’t sound right at all considering you didn’t get what you paid for! I’m sure you’ve voiced your opinion to the store directly but did you exchaust all of your options? Have you contacted multiple customer service people or managers? This is a mistake that THEY made, not an issue of ordering the wrong color or something and I think they should definitely remedy the issue. I really hope this gets resolved somehow. Please let us know of any updates.

Post # 6
234 posts
Helper bee
  • Wedding: October 2011

Kudos for having the discipline to bust your behind like that, but what a letdown! If they were not going to budge on their policy, they could have at least tried to trace the problem for you so that it wont happen again!

Post # 8
1114 posts
Bumble bee
  • Wedding: March 2011

wow!! that is sad because they have beautiful gowns!! thanks for sharing your experience!

Post # 9
4194 posts
Honey bee
  • Wedding: May 2010

My salon hasn’t messed up **yet! But they have been absolutely awful to deal with. They are rude and snarky and don’t ever respond or answer the phone. It’s Priscilla of Boston’s flagship store in NYC, so you would think they would have alittle integrity! I even tried contacting customer service who merely forwarded my email to the NYC store manager and copied me. I was like WTF???

I’m praying that my dress actually arrives and they listen to my specifications! They’d better for $7K!

Post # 10
2419 posts
Buzzing bee
  • Wedding: October 2010

Well, it really sucks but at the same time, they DO have a 30 day policy and it wasn’t brought to their attention before hand.  It sounds like it’s been well over 90 days from your description and I can’t say I blame them. There’s so much that can happen including alterations in that time frame… so while it may have been their fault, it’s not on them that they weren’t made aware of it for OVER 90 days… 

I’m really sorry, but at the same time, I don’t get why you’re bashing them for your mistake.  I admire your hard work to get into your dress, but most dresses can be taken out those 2 inches with alterations and if you had contacted them in a timely manner they could have done something about it. Companies have policies for a reason, and If it was 31 days I could understand your complaint… but, we’re talking 3 months here… that’s longer than you said you waited for your dress.

Post # 11
35 posts

Im sorry for your bad experience and I dont want to seem rude, but i kind of do not understand why you waited 3 months to figure out what was wrong with the dress. If i went into my first fitting and the dress was way too small and I knew I didnt gain weight I would demand someone tell me what was wrong. Im a little baffled why the conclusion you first jumped to was losing a ton of weight in 3 months.  The more obvious assumptions would be the dress was made wrong ,the salon ordered the wrong size, or they measured you wrong. Anyways I hope you solve your situation.

Post # 12
199 posts
Blushing bee
  • Wedding: April 2010

You only had two fittings in three months?  I’m sorry that their customer service wasn’t good, but that just seems a little off.  My first two fittings were only two weeks apart to ensure the length and big things were taken care off, the store didn’t want to wait until right before the wedding to start making big changes.

Post # 13
530 posts
Busy bee

Actually, it seems to me that your SALON was the one the screwed up.  They should have made you aware that the Pronovias had a 30 day window during which to complain.  If the salon measured you correctly, then they should have brought it to the manufacturer’s attention ASAP.  After all, you were paying for the salon’s service.

Post # 14
1751 posts
Buzzing bee
  • Wedding: December 2009

i didn’t try on my dress tons of times b4 the wedding either.. I think it’s a little cheesy for an expensive wedding dress to come 2 sizes off. 30 days or not. I think that the salon should inspect their dresses a little bit when they come in or worked with you on your first fitting. Bottom line is that you’re not paying for that particular alteration (the rest, sure) because that is a combo of the salon and the manufacturer’s issue.

Post # 15
125 posts
Blushing bee
  • Wedding: July 2010

Just a ((((hug)))) to you Eknigh. What a pain in the butt. Regardless of fault and blame – I could only imagine the stress this has caused and I am very familiar with being caught by the “fine print” in the bridal world myself. Take care.

Post # 16
368 posts
Helper bee
  • Wedding: August 2009

moderndaisy –


You need to be careful with the NY Priscilla of Boston store.  I purchased my gown there, and ordered a muslin (when you order a muslin they first construct the dress out of muslin, and then you try it on and they make alterations to the muslin and create the final dress based upon the muslin pieces so that you won’t need alterations if your weight stays stable). 

The store placed the order wrong, and Priscilla of Boston started manufacturing the gown instead of the muslin.  I only found out when I called a few months later to try to ask when the muslin would be arriving, and they looked through the computer and realized they ordered the gown wrong.  I had paid an extra $500 for the muslin, so I wasnt too pleased.  Although it created a 2 month delay, we were still able to get the dress in time (and it fit perfectly).  But when we went to pick out bridesmaid dresses, I had two requests:  I needed dresses for bridesmaids that would be 7 months pregnant, and I needed dresses in a different shade of red than my SIL, whose wedding was 6 weeks earlier than mine and who also had Priscilla of Boston dresses.  The consultant was new, and it was only after my Maid/Matron of Honor fell in love with one of the dresses that the consultant realized it was from the wrong line, and would be the exact same red as my SIL’s dresses.  Then, when my pregnant bridesmaid went to the San Francisco Priscilla of Boston to order her  dress, they told her not to order it since it couldn’t be altered to fit a pregnant bridesmaid.  I called Elena , who is the manager of the NY store (and she is very helpful and competent when you can reach her) and she confirmed that the dress wouldn’t fit a pregnant bridesmaid.  I didn’t like any of the maternity dresses they had, so I wound up having the pregnant bridesmaids wear black dresses of their choosing, and everyone else wore red. 

Oh, and this wasn’t the NY stores fault, but my SIL ordered all of her bridesmaid dresses at the Priscilla of Boston in Short Hills, and none of the dresses fit.  My bridesmaid dress, which was ordered using the measurements taken for my bridal gown (which fit perfectly and never required any alterations) was two sizes too small. 

In the end, I loved my bridal gown, and it fit perfectly, but I really would recommend that you stay on top of everything.  Keep calling to confirm shipments and orders (which is frustrating since they don’t always pick up their phone) and I would recommend using other manufacturers for bridesmaid dresses, since I didn’t think the PoB Bridesmaid dresses were anything spectacular. 

I ordered my flower girl dresses through the no frills program at RK Bridal, and was amazed that the discount retailer was so competent and efficient.  I ordered late, and they called the manufacturer to ensure I didn’t need to pay rush charges (which I had expected to, since I was within the rush window, but they told me as long as the dresses were within the shipment window they didn’t need to be rushed.)   The flower girl dresses all arrived early and in perfect condition.

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