lacemade.com

Hi Princess, We are deeply sorry to read your feedback and sincerely thank you for sharing the details of your experience with us. Hearing that the quality did not meet your expectations, that you faced challenges with customer service, and that you had to wait for an extended period for resolution is truly disheartening. This is not the standard we strive for, and we take full responsibility for failing you. Regarding the quality inconsistency you mentioned, we want to assure you that we are actively reviewing our product standards and quality control processes to prevent such issues. Your specific experience is critical to these internal improvements. The refund has been issued successfully. And we have applied a $20 gift card as a gesture of goodwill for the inconvenience caused by the wait and the overall disappointing experience. We are truly sorry again for the experience we created and thank you for your honesty. With love, Princess Concierge | Lacemade

Hi Princess, We read your feedback with sincere gratitude and deep disappointment in ourselves. Thank you for being honest about the quality and return process. Hearing that the fabric felt cheap and plastic, especially compared to our website presentation, is unacceptable. You are right to expect so much more, and we failed to deliver it. We are truly sorry that the dress did not meet your expectations and that the return process added further frustration. This is not the standard we set for ourselves or for you. Can you provide us your order number or email address? We will check for you. Thank you. Looking forward to your reply. With love, Princess Concierge | Lacemade

Hi Princess, We read your feedback with deep regret and remorse. The word "Horrible" reflects the exact frustration and disappointment our recent service has caused you and others. This falls entirely on us. We understand your anger. The long waits, poor communication, and unfulfilled promises were a result of our internal failures, not your expectations. We were wrong, and there is no excuse. We are conducting a full review of our processes—from production to customer service—to ensure this does not happen again. We sincerely hope for a chance to make things right. If you are willing, could you let us know what we can do for you at this moment? We are truly sorry for the experience we created. With love, Princess Concierge | Lacemade

Hi there, Thank you for your email, sorry to hear that. However, our blind bag policy does not support returns or exchanges. Thank you very much for your understanding and support. Please feel free to contact us if you have any concerns. With love, Princess Concierge | Lacemade

Hi Princess, We are utterly heartbroken to read your message. Please accept our deepest, most profound apologies for the immense stress, disappointment, and inconvenience we have caused during what should be one of the most joyful times of your life. Failing to deliver your wedding dress on time is an inexcusable mistake, and we take full responsibility for providing you with inaccurate information and for the completely unacceptable breakdown in communication. Full Refund & Compensation: We have initiated a full and immediate refund for your entire order. With all our love and deepest apologies, Princess Concierge | Lacemade

Hi Princess✨ Thank you for your email, sorry to hear that. Please give us some time, we are contacting the logistics company to confirm the situation. Thank you. Please feel free to contact us if you have any concerns. With love, Princess Concierge | Lacemade

Hi there, Thank you for your email, sorry to hear that. However, our blind bag policy does not support returns or exchanges. Thank you very much for your understanding and support. Please feel free to contact us if you have any concerns. With love, Princess Concierge | Lacemade

Hi Princess, We are utterly heartbroken to read your message. Please accept our deepest, most sincere apologies—not just for this single order, but for the months of anticipation, excitement, and effort you put into finding that perfect Christmas dress, only to have it end in such disappointment and tears. We failed you completely, and we are so very sorry. We are so sorry we added stress instead of magic to your holiday season. You deserved so much better. And we have sent email to you, please check that. Thank you. Looking forward to hearing from you. With all our love and deepest regret, Princess Concierge | Lacemade

Hi Princess, We are so very sorry to hear that your emails since November 18th have gone unanswered, and that you're left feeling uncertain about your order. This lack of communication is completely unacceptable, and we sincerely apologize for the frustration and worry this has caused you. Can you provide us your order number or email address? We will check for you. Thank you. We are conducting an internal review of our customer service response system to prevent such lapses. You will receive a personal reply regarding your order status or cancellation request within the next 24 hours. We are truly sorry again for this experience and thank you for your patience. With love, Princess Concierge | Lacemade

Hi Princess, We are utterly heartbroken to read about your experience. Please accept our deepest, most sincere apologies for the profound frustration, lack of transparent communication, and the complete failure of our customer service to support you during such an important time—your wedding planning. This is not the service we aspire to provide, and we are truly sorry for letting you down so severely. We hear you, and we respect your decision completely. We have immediately processed the full cancellation of your order #148721. The refund to your original payment method has been initiated and should be reflected in your account within 1-3 business days, in line with your request. Your detailed feedback regarding the generic, unhelpful responses is devastating to read, and it is the most critical gift you could give us. We are already using your words in an internal review with our customer service leadership and management to urgently reform our communication protocols. The goal is to ensure every query receives a specific, human, and helpful response. Again, we are so very sorry that we added stress during this special period of your life instead of bringing joy. We wish you a truly beautiful and magical wedding day, surrounded by love. With love, Princess Concierge | Lacemade

Hi Princess, We are deeply sorry to hear about the frustrating experience you and your sister have had with the sizing of your recent order and the subsequent issues with the return. Please accept our sincerest apologies that we fell so short of your expectations. This is not the standard of quality or service we wish to provide, and we are truly sorry that the items did not fit as expected and that you felt your concerns were not properly addressed. We take feedback like yours extremely seriously as it helps us identify where we can improve. We would be grateful for the opportunity to investigate what happened with these specific orders and to find a resolution for you. Could you please send us a direct message with your order number(s) and the email address(es) used for the purchases? This will allow us to personally look into your case, understand what went wrong, and work towards making this right for you. Thank you for bringing this to our attention. We are committed to rectifying this situation. With love, Princess Concierge | Lacemade

Hi Princess, We are so deeply sorry for the incredibly frustrating experience you have had with your pre-order #143400. Please accept our sincerest apologies. We hear your concern, and we want to assure you that the coat does exist and is in production. The delay is due to an overwhelming and unexpected demand for this specific style, which has extended our production schedule as we work to fulfill every order in the sequence it was received. Please feel free to contact us if you have any concerns. With love, Princess Concierge | Lacemade

Hi Princess, We are so truly sorry for the significant delay you have experienced with your order and for the frustration this has caused. Thank you for bringing this to our attention so we can personally look into it for you. To help us locate your order immediately in our system and provide you with a specific update, could you please share with us your order number and the email address associated with the purchase? Regarding the production timeline, we want to be fully transparent. We are currently experiencing a high volume of orders. Our workshop is working at an accelerated pace to fulfill every one, and they are processing orders strictly in the sequence they were received. We are doing everything we can to get your coat to you as soon as possible. We completely understand if this wait is inconvenient. If you would prefer not to wait, we can process a full refund for you immediately. Please let us know how you would like to proceed. We are here to help and truly appreciate your patience and understanding. With love, Princess Concierge | Lacemade

Hi Princess, We are truly heartbroken to read your message. Please accept our deepest and most sincere apologies for the profound disappointment and hurt we have caused by the severe lack of inclusive sizing in our new collections. You are absolutely right to call this out, and we thank you for holding us accountable with this crucial feedback. Hearing that our actions feel discriminatory is devastating, as it is the complete opposite of what we want Lacemade to represent. We are listening, and we hear you. We want to assure you that we are actively working to change this. Our Curve & Plus range is a permanent and growing part of our brand. While our progress has been unacceptably slow, we are committed to expanding our size range with each new collection. We know words are not enough. To ensure your voice directly shapes our future, we would be honored if you would allow us to elevate your feedback directly to our Founder and Head of Design. Your words will be shared in our next product meeting to underscore why this must be our top priority. We know we have failed you, and we are committed to doing the hard work to earn back your trust. Thank you for your courage in sharing this with us. With love, Princess Concierge | Lacemade

Hi Princess, We are deeply sorry to hear about the frustrating experience you and your sister have had with the sizing of your recent order and the subsequent issues with the return. Please accept our sincerest apologies that we fell so short of your expectations. This is not the standard of quality or service we wish to provide, and we are truly sorry that the items did not fit as expected and that you felt your concerns were not properly addressed. We take feedback like yours extremely seriously as it helps us identify where we can improve. We would be grateful for the opportunity to investigate what happened with these specific orders and to find a resolution for you. Could you please send us a direct message with your order number(s) and the email address(es) used for the purchases? This will allow us to personally look into your case, understand what went wrong, and work towards making this right for you. Thank you for bringing this to our attention. We are committed to rectifying this situation. With love, Princess Concierge | Lacemade

Hi there, Thank you for your feedback, sorry for the late response. We have checked for you, the refund pf return order has been issued successfully, please check your account. Moreover, we have confirmed the return application and the reason for return. The reasons for return are that the size is too small and too large. Additionally, you mentioned another dress that does not include a corset. This dress was originally not included with the corset and needs to be purchased separately. Therefore, according to our policy, we do not cover the return shipping costs if the customer is returning the item for their own reasons. Thank you for your understanding. With love, Princess Concierge | Lacemade

Hi Princess✨ Thank you for your feedback, sorry for the inconvenience. We will confirm it on our system and will process it as soon as we can. Thank you. Please feel free to contact us if you have any concerns. With love, Princess Concierge | Lacemade

Hi Princess✨ Thank you for your email, so sorry for the late response. The order has been canceled and refunded, please check your account then. Please feel free to contact us if you have any concerns. With love, Princess Concierge | Lacemade