I ordered a bridesmaid dress from BHLDN in store in October of 2022. The dress I ordered (a Remy in a size 16) was backordered and I received it at the end of November 2022. Last week (February 2023) I took the dress to get altered and found that BHLDN had sent me the wrong style and the wrong size (a Lyra in a size 12). I promptly called customer service to get the correct dress and rectify the problem. At the start, the customer service representative was helpful. The representative asked if they had the dress in stock, did I want it? I said I needed a dress overnighted. She then put me on hold for 10 minutes while she went to check stock. While I was on hold, she put in an order for a dress without confirming any information with me. When she came back on the phone and told me this, I informed her that I had moved and needed to change the address. Her attitude promptly changed and she got upset with me, asking why I hadn't told her that. I said she had left me on hold to check stock, nothing else. She said I mentioned overnighting a dress. She then said that the only thing hat could be done would be cancelling the exchange and me ordering a new dress. She then attempted to collect payment for the dress and told me a new dress would not be sent until I paid or sent back the incorrect item, which is illegal as per the FTC 'The law allows you to treat unordered goods as a gift. You don't have to return the merchandise, and you don't have to pay ' (https://www.ftc.gov/business-guidance/blog/2014/10/law-and-unordered). I then attempted to work with a different customer service representative who told me they would issue me an E-gift card with which to order a new dress. He told me I would have it in my email within the hour. I waited 14 hours and still received nothing. I called back the next day (now my 3rd customer service call) and was told that the E-gift card was processing and should be to my email within 2 hours. I waited another 8 with no luck. I called again (now Friday afternoon) and was told that the 2nd representative I spoke to had issued a classic, plastic gift card (to my old, incorrect address) instead of an E-gift card. I was told it would take between 1 and 24 hours to receive the correct E-gift card and that if I did not receive it in 24 hours to call back. I called back 24 hours later (4PM on Saturday, now my 5th call) and was told that their gift card person is not in the office on the weekends and I would receive it by lunch on Monday. I was also informed there was nothing else to be done. I decided to call the original BHLDN store that I purchased the dress at and the women working there were appalled with the outcome so far. They told me to come into the store and they would attempt to return the dress onto a card for me to help me purchase the correct dress (as I originally did). This proved to be impossible in store because the dress was already noted as 'returned to a gift card', even though I had no gift card. The manager of my local BHLDN called customer service herself and was told twice there was nothing to be done, and then was HUNG UP ON by customer service. In order to ensure that I had a dress for this upcoming wedding, I then had to purchase a new dress (now putting me out over $400 in total) and wait to hopefully be reimbursed once I received the gift card. Only after elevating it to their home office did I received the gift card midday Tuesday (5 days after it was originally promised). Truly the most appalling customer service I have ever experienced. The women working in the physical store were great, but the people who run the customer service and gift card over the phone were rude, dismissive, unhelpful, and ultimately unkind. If you can, avoid this brand and their customer service.

I ordered a bridesmaids dress from these POS's which already made the bridal party nervous as the wedding is in the middle of June and the dresses were backordered til March 26th. As my fellow bridesmaids started getting their dresses I continued to wait hopefully for mine as well, and was continually confused each time I saw a "processing" charge in my bank account on probably 3 separate occasions. Each time I was waiting for it to go through as there was plenty of money in the account each time. Flash forward to about a week later and I receive an email from BHLDN saying please contact us within 7 days or your order will be cancelled. Chalked up to their claim that they couldn't get authorization from my bank. An issue I have never experienced with Bank of America ordering from far sketchier websites. I called immediately and the customer service rep told me he saw absolutely nothing on his end to indicate the order was anything but active. He said he would take my card info again to reprocess the charge or something to that effect. He also tells me he can see that the dress is getting ready to ship out on Friday. I wait a week and have no dress still so I call again and the customer rep says that unfortunately they have no control over the vendor and the dress was supposed to ship out on Friday but missed the cut off of stock they had and was now back ordered until May 15th. At this point I am giving up on ever seeing this dress. Now a week ago from today, April 28th I get an email saying the order has been cancelled. I call and the person informs me that they tried to charge the account multiple times, giving me the dates through the past 3 months, and one time it got approved and was ready to ship and then when they went to process the charge again it was declined and then declined another time, which makes little to no sense, I know. I obviously, screamed at the person, not because it was his fault but because I literally have never been so bamboozled by a company and because when i went to just simply reorder the dress on a different card it now has a back order date that it ships out on June 1st. I am $#*!ing pissed and if this company was a person I would deck them. Absolute trash. Never order from these awful, garbage losers.

Dress was great. Store was great. Shopping experience was great. Customer service, via email and phone, totally useless!

I went with my daughter to the Chicago store. She couldn't decide between two dresses and the appointment was coming to an end. The consultant suggested that she order both dresses, get them home, and then decide. She kept assuring us that there would be no cost to us to return one of the dresses.

The dresses came. She picked the dress she wanted and packed up the one dress for return. Dress was worn for a couple of minutes; tags were intact; dress neatly in bag; all placed back in original shipping box including bubble like stuff on each side to keep it from moving around too much.

A couple of weeks later I got an email (because I was paying for the dress) that the dress had been received and instead of the entire $850 credit I was only being credited $775. ($800 dress plus $50 tax minus $75 for $775)

I started emailing and calling and have never gotten satisfactory answers.

The first email I sent, I asked why $75 was being deducted. I was told that it was a restocking fee. I kept asking and telling them that my email from BHLDN said I was being charged a "$75 Smart Label Fee". I kept asking what that was and always got none answers like like oh, that's just what we call a restocking fee. No one ever looked into that.

Then I was told that the website said they charge a $75 restocking fee; I countered with that it said there may be a fee.

After many, many emails again and phone calls they just kept telling me that they couldn't do anything about it but never once did I get an explanation.

Then I was told that the dress must have been damaged. I said that was impossible from the way it was packed and that if it truly was damaged they would have refused the return entirely.

During a phone call a rep told me that an inquiry was being sent to the returns department to find out why a restocking fee was charged and would take a couple of days and again my original returns notification email called it a Smart Label Fee.

Well, 5 business days later I still hadn't heard anything and sent another email asking why the decision was made to charge $75

Then yesterday I got: "Our financial corrections team has indicated the $75.00 restock fee can not be refunded. I apologize for the inconvenience." This was attached to my first email from the end of March, not even referring to the returns dept.

Customer service just gives the run around over and over and over again. One of the reasons this store was picked to shop at was because we were told dresses can be returned at no cost. Yes, I want the $75 credit but even more so I want proof of why they charged it not just being told basically that's what we do.

I will warn all future shoppers to not purchase unless you absolutely want the dress don't believe it when you're told it won't cost you a thing' and don't expect any answers from customer service.

I have never written a review for anything, but I feel like I need to given my experience at BHLDN. I traveled to Houston from Austin to find The Dress. All my sisters came with me and we made a weekend out of it. The in store experience was lovely. I ended up effortlessly finding the dress and to top it off it was on double sale! Score! My fiance wanted to pay for the dress, so there was an in store phone transaction between my fiance and the women checking me out. All was well when I left. I even received an order confirmation and a note card congratulating me on finding "the one." Several weeks pass and still no sign of my dress. It was back ordered so I was expecting it to take longer to arrive. I wait a month. Still no dress. I finally call BHLDN Houston to check on my order. The young women from the Houston store contacted customer service for me and informed me my order was CANCELED! Why? They canceled the order because the name on the order(mine) did not match the card that was used to pay for it (my fiance). Customer service claims they sent me an email notifying me about the order. I Never got an email. I looked through every mail box and nothing, just an ORDER CONFIRMATION the day i bought the dress. After they didn't hear from me for about a week, they just canceled the order all together! No one CALLED ME to let me know what was going on! The young lady from Houston told me I could place another order and that she would honor the sale price i paid (thank you), but that they no longer have a size 4! What? I could get behind placing a new order, as my wedding is still 6 months away, but now i am told they don't have my size? I was devastated to say the least. That was THE DRESS and now because of their horrible customer service, I wasn't going to have the dress and will have start the process all over again. She told me I could get the size 6 and make alterations. This dress is all beads! Alterations on a dress like this will be a challenge. I didn't know what to say to her other than cry that now this is my problem. I called my sister who is a district manager for a high end retail company and told her what was going on. She got on the phone with BHLDN customer service and ripped them a new one. She told them how she makes things right for her customers everyday and told them that they are going to do the same or she'll blast them on social media. At the end of the conversation, they offered us the dress for little to nothing in a size 6. I have received the dress and will need to make adjustment to make it perfect, but it should work. If not i'll just resell it myself. At the end of the day, its really not that big of a deal as it is just a dress. However, I couldn't believe how they tried to make this my problem and have me pay for another dress that wasn't even my size. The price I ended up getting the dress for makes up for it sort of. As now i have wiggle room to get it expensively altered to fit just perfectly. These people deal with Brides everyday! I can't believe they don't go above and beyond to accommodate their customers and give brides one less thing to have to stress about.

So annoyed that I have to take time out of my day to write about this, but I want to share my experience so others know what to expect when shopping with BHLDN. I ordered a dress via their website on 10/20. Their site states that orders are processed in 1-2 days. I received an email with tracking on 10/27. The tracking still doesn't provide movement. This shipment obviously never left their warehouse. I reached out to. CS to see what the hold up was - as yesterday marked nine days that my item wasn't shipped. The rep emailed me quickly stating that it takes 5-7 days to ship being that I selected standard shipping. Never acknowledged we were at ten days since the order was placed, which indicated to me that she failed to look up the order. I told her that it had been ten days, and we were beyond their promised time. I just needed the dress for this weekend - so if she could cancel it at this point so my money wasn't tied up that would be great. She told me I couldn't cancel because it shipped. Again, there has been no movement on the usps website for three days- please cancel. This went in circles so I wrote about it on their Facebook hoping for a resolution. Not a chance - as they repeated their shipping times to me (but added two days so now it's a 7-10 day ship time). Again I asked to cancel as it is now the fourth day it hasn't shipped. Again I was told I couldn't cancel.

I called and spoke to a CSR who couldn't help and I then asked for a supervisor. I spoke with jolly Jeff. At this point I had to question if they value their customers. I was beyond frustrated as this process should have never happened. If it were back ordered or whatever the delay, a customer should be notified. Jeff the supervisor told me he couldn't cancel and give me my money back because he couldn't file a claim with usps yet. Ok and this is my problem why? I told him to figure it out on his end a send a new dress. He said they couldn't but I could purchase another. He explained that they ship over 15,000 packages a day and it was the customers responsibility to track it as they do not have enough employees to monitor each order. Back and forth - until he "expedites my cancellation request" so I can be refunded. Thanks for your help Jeff, also thanks for trying to cut me off and explain that usps takes days to scan packages. BS - who's liable for something that goes missing? A federal entity like USPS surely covers their bases when picking up good. Try again.

Well, now you have 14,999, and possibly less if people continue to have these experience. When in sales- you should never pass the buck onto the customer when something goes wrong on the businesses end. Also, you should offer alternatives if there are any issues. Most importantly, you should communicate if there are delays with an order immediately so you might accommodate the customer or they could take their business elsewhere. Why in the hell am I teaching your reps basic sales and customer service skills? What a mess. Buyers beware.

Worst. Ever. Cheap knockoffs sold at a ridiculously high price. Recieved shoes without the jewelry clipon! No apologies. No refund for shipping even though 100% their fault. Thumbs down, all the way. Read below:

http://thethirtysomethingbride.com/imported**************/2011/5/27/bhldn-is-a-rip-off-literally.html