GTcustomer would not shop at Wedding Dress Express again.
Traumatic experience. Hilary is dishonest and rude.
I have refrained from writing a review as it is a memory I would like forgotten. However, it has gotten to a point where I am in disbelief and would like to warn any future customers of this shop. Hilary has been dishonest, rude and terribly unprofessional.
I ordered my dress from Hilary in November 2014. She was very assuring that the dress will be made to measure with the exact detailing as seen in the picture I had sent her. In fact, she managed to find more pictures of the dress, reflecting different angles, and even sewed a sample piece of how the sequin will sit on the fabric. I was sold. She also assured me that I will get my gown in good time (my wedding was in mid-Jan 2015).
I was in the US over the new year and considered going gown shopping just in case the dress would not be made in time. So I emailed her to check on progress. Hilary replied to me to say it was all going very well.
However, as time ticked down to my wedding day (3 days before the date I was to wear it), I got nervous and emailed her for an update. She said that the dress was looking good, that she was shipping it out that afternoon and will send me a tracking number shortly.
I had to chase her further for a tracking number and when I logged on, I realised the dress was being shipped from China. This was her reply to me when I asked her why it was being sent from China:
"Our workroom and production team are located in China. Wedding Dress Express is in Brisbane, and our office and warehouse is here - just the manufacturing occurs in Suzhou. All our dresses are made there. If we manufactured in Australia, the price would be two to three times more expensive.
Vera Wang, Pronovias, Maggie Sottero and most of the main USA and European brands are all made in China and it has been that way for about a decade or more now"
I took a deep breath and hoped for the best. However, when it did arrive, it looked NOTHING like the dress I had ordered. The shape of the dress was a mermaid cut with a fishtail when I had ordered for it to be flowy A-line, the colour was white rather than ivory, the sequins were of factory floral lace rather than plain sequins. The bodice was hard when it should be soft. I was left with barely a day to look for a replacement and this was her response to me.
"I am VERY sorry to find out this morning that the dress was not made to your satisfaction. I can't imagine how disappointing and stressful this is for you right now. I will sort this out for you today. I am also very upset about this situation.
The workroom manager did not send me the photos of your dress before she shipped it on Monday, which is unusual. I have just received your two emails this morning and have requested the photos from her. They are two hours behind us, so I should receive the photos later this morning. However, I can see from your photos that the dress was not made how it should have been - thank you for sending them."
I gave Hilary the benefit of a doubt that something had gone wrong in the production process and patiently waited for her to find out what had gone wrong. She remained silent. After a few more chaser emails, I called her and she agreed to giving me a refund and for me to send her the dress. (I can't believe I spent additional money to post her the dress.)
This was her confirmation to me:
"In confirmation of our phone call today, please accept my sincere apologies for the regrettable situation that occurred recently with the wedding dress we made for you. I'm very sorry that you were not happy with it.
Your wedding dress is approved for return, reinspection and refund. Please note that the onus is upon our customers to return goods to us in their original condition - unworn, clean and undamaged. Please pack the gown securely for it's return journey. Please turn the dress inside-out, folded tightly and neatly, and place it in a waterproof plastic bag, preferably in a sealed carton, padded bag or satchel. I recommend that you return the dress via EMS or regular parcel post with a tracking number."
Since posting the dress, she has not replied to any of my emails. I could not get in touch with her on my phone and so got my family in Australia to give her a call. She blew up and yelled at her, telling her "she had enough and will not be refunding the dress." She claimed the dress was gorgeous and made entirely to specifications. When asked why she had not replied after two months, she said it was sitting in the warehouse and she had yet to decide what to do with it. I am in utter shock how her tone has changed and it's all a front. A bully and liar.
This has been a most traumatic experience. Please please please do not support such a business. I wouldn't want this to happen to any brides to be.
I ordered my dress from Hilary in November 2014. She was very assuring that the dress will be made to measure with the exact detailing as seen in the picture I had sent her. In fact, she managed to find more pictures of the dress, reflecting different angles, and even sewed a sample piece of how the sequin will sit on the fabric. I was sold. She also assured me that I will get my gown in good time (my wedding was in mid-Jan 2015).
I was in the US over the new year and considered going gown shopping just in case the dress would not be made in time. So I emailed her to check on progress. Hilary replied to me to say it was all going very well.
However, as time ticked down to my wedding day (3 days before the date I was to wear it), I got nervous and emailed her for an update. She said that the dress was looking good, that she was shipping it out that afternoon and will send me a tracking number shortly.
I had to chase her further for a tracking number and when I logged on, I realised the dress was being shipped from China. This was her reply to me when I asked her why it was being sent from China:
"Our workroom and production team are located in China. Wedding Dress Express is in Brisbane, and our office and warehouse is here - just the manufacturing occurs in Suzhou. All our dresses are made there. If we manufactured in Australia, the price would be two to three times more expensive.
Vera Wang, Pronovias, Maggie Sottero and most of the main USA and European brands are all made in China and it has been that way for about a decade or more now"
I took a deep breath and hoped for the best. However, when it did arrive, it looked NOTHING like the dress I had ordered. The shape of the dress was a mermaid cut with a fishtail when I had ordered for it to be flowy A-line, the colour was white rather than ivory, the sequins were of factory floral lace rather than plain sequins. The bodice was hard when it should be soft. I was left with barely a day to look for a replacement and this was her response to me.
"I am VERY sorry to find out this morning that the dress was not made to your satisfaction. I can't imagine how disappointing and stressful this is for you right now. I will sort this out for you today. I am also very upset about this situation.
The workroom manager did not send me the photos of your dress before she shipped it on Monday, which is unusual. I have just received your two emails this morning and have requested the photos from her. They are two hours behind us, so I should receive the photos later this morning. However, I can see from your photos that the dress was not made how it should have been - thank you for sending them."
I gave Hilary the benefit of a doubt that something had gone wrong in the production process and patiently waited for her to find out what had gone wrong. She remained silent. After a few more chaser emails, I called her and she agreed to giving me a refund and for me to send her the dress. (I can't believe I spent additional money to post her the dress.)
This was her confirmation to me:
"In confirmation of our phone call today, please accept my sincere apologies for the regrettable situation that occurred recently with the wedding dress we made for you. I'm very sorry that you were not happy with it.
Your wedding dress is approved for return, reinspection and refund. Please note that the onus is upon our customers to return goods to us in their original condition - unworn, clean and undamaged. Please pack the gown securely for it's return journey. Please turn the dress inside-out, folded tightly and neatly, and place it in a waterproof plastic bag, preferably in a sealed carton, padded bag or satchel. I recommend that you return the dress via EMS or regular parcel post with a tracking number."
Since posting the dress, she has not replied to any of my emails. I could not get in touch with her on my phone and so got my family in Australia to give her a call. She blew up and yelled at her, telling her "she had enough and will not be refunding the dress." She claimed the dress was gorgeous and made entirely to specifications. When asked why she had not replied after two months, she said it was sitting in the warehouse and she had yet to decide what to do with it. I am in utter shock how her tone has changed and it's all a front. A bully and liar.
This has been a most traumatic experience. Please please please do not support such a business. I wouldn't want this to happen to any brides to be.