Esther
Dress arrived 5 weeks late...then refused my return due to an "odor"
Dress arrived 5 weeks late (ordered 3/19, delivered 4/23). Poor communication on their end. I emailed them after 10 days (estimated arrival is 10-15 days). They said it would need 3 weeks. I emailed them at 3 weeks (no one reached out). They said it would take 5 weeks. When I finally received it, the quality was cheap and the size that they recommended for me was wrong. I immediately requested a return the next day (note: customer is responsible for return shipping fee and 15% restocking fee). When I sent in my return, they said they detected a "strong food-like odor" so they were unable to issue a refund or they could send me back this now "smelly" dress but they would charge me an extra $12 on top of what I already paid and return shipping fee. There was no odor when I tried on the dress and immediately packed it for return. Customers should not be responsible for whatever happens during transit and shipping. Furthermore, they said that due to the smell, they could not resell the dress (meaning therefore I would have to bear responsibility for this). Their response suggests a greater concern with protecting their financial interests than with upholding fair and equitable business standards. I already paid my return shipping fee and the only time they were quick to communicate with me was when they didn't want to give me my money back. Not only that, they were willing to give me back a dress they deemed "smelly" as long as I paid an additional $12. This kind of service is incredibly disrespectful and unprofessional.