Terrible customer service
UPDATE - THEY HAVE NOW REFUNDED THE FULL COST OF THE DIRTY DRESS! SONI HAVE GIVRN AN EXTRA STAR! STILL THINK THEY COULD DO WITH IMPROVING THEIR CUSTOMER SERVICE BUT I AM HAPPY WITH THE FINAL OUTCOME I ordered a wedding dress which arrived with dirty marks on it, I requested a return due to it being faulty and expected a full refund but was contacted by “customer service” advising they were just “ordinary” stains and I should soak the dress in detergent to remove the stains! Obviously I was unwilling to do this - I can’t believe they even suggested a bride be soaking her wedding dress in detergent to remove stains before use! They then offered me a 40% refund and keep the dress, I rejected this too I just wanted a full refund! After almost a weeks worth of emails they eventually sent a return label, which was processed fairly quickly but i then received an email saying I’d been refunded 95% of my total as they charge a 5% “restocking” fee! I can’t understand how they can restock and resell a dirty dress! Surely if faulty/dirty it should be a full refund then they can put the dress in their sale! Would never use this place again or recommend to anyone, their after sales customer service is shocking and I’m now out of pocket so they can restock and resell a dress that doesn’t meet basic expectations