Disappointing Experience From Start to Finish
I am very disappointed with my experience with MISSACC. I ordered a standard UK size 16 wedding dress (not a custom-made dress). Unfortunately, it was too small, so I contacted customer service immediately on the day it was delivered to request a return. Instead of providing a straightforward return process, I was offered only a 30% refund if I kept the dress. If I wanted a full refund, I was told I would have to pay to return the dress to China at my own expense, despite requesting the return promptly. The dress has never been worn, altered, or used and is still in its original condition. I found the return process confusing and disappointing, especially for such an important purchase as a wedding dress. Because of this experience, I have had to open a PayPal dispute. I cannot recommend buying from this company based on my experience. If you are ordering for an important event like a wedding, make sure you fully understand the return process before purchasing. I am fully aware that you have now provided me with a return address. The issue is the return conditions and restrictions that were only communicated to me when I attempted to return the dress. Your response makes the return process sound simple — as though I can simply return the dress and receive my refund. That does not reflect the information I was subsequently given. I was informed that I would be responsible for the cost of returning the dress, that I would bear the risk if the returned parcel was lost in transit, and that this could result in me not receiving my refund. I was also offered a partial refund of approximately 30% as an alternative to returning the dress, rather than simply being given a straightforward full-refund return process. These are important conditions that a customer should be able to see clearly before making a purchase. I could not find these restrictions clearly disclosed in the return policy presented to me when I ordered. The dress is a standard-sized dress, not a custom-made dress, and it remains unused and unaltered. I contacted you because it did not fit and I wanted to return it. Therefore, please do not reduce my complaint to simply choosing the wrong size. My complaint is about the return process and the additional conditions communicated after I requested a return. I have now escalated the matter through PayPal, where I have provided the relevant correspondence and evidence, and I will allow the dispute process to determine the outcome. I am leaving this clarification publicly so that prospective customers understand that my review concerns the return/refund conditions I encountered after purchase, not simply the sizing of the dress.