Dylan Queen UK

I ordered a wedding dress from Dylan Queen 4 weeks ago now. I received my dress 2 weeks ago and proceeded to try it on. However, the dress could not even do up! I am a UK size 12 so I ordered a UK size 14 standard size and I DID NOT measure myself to my exact measurements. However I did measure myself before I chose that size. My measurements are those of a size 12 wedding dress so I went for the 14 to be sure.

I also bought another dress a few weeks prior to that from another size and bought the same size which had the same measurements. That dress was slightly too big so I would have room to get it altered, however I didn't think it suited me which is why I ordered another dress from Dylan Queen.

Another thing was when I took the dress out of the bag it arrived in there is a huge stain on the bottom of the dress. Sort of like a tea stain (that on a white dress is not a good look!). Also the stitching was already coming out!

After all this I emailed them and said I wasn't happy as it was stained, the measurements were completely wrong and the stitching was coming out so I wanted to return for a full refund as the dress to me was damaged. They replied and said there was no measurement error, the dress was in perfect condition so they would not accept a return or give me a refund.

I then proceeded to email them back (I'm still emailing them now 10 days later!) And say how their policy states damaged dresses can be returned for a full refund etc. They just keep emailing me back and saying I have to go and get the stain removed myself, I mean what's the point when it doesn't even fit?! On other occasions someone has emailed me back and said if I was to return I'd have to pay the most expensive return option and I'd be liable to pay for the missing dress as they apparently usually go 'missing in the post'.

Since then they have been telling me there are no problems and I cannot return. I've told them I would contact trading standards and they don't seem phased by that at all.

These are scampers and DO NOT accept returns no matter what your circumstances! Do not buy! £160 wasted on a piece of s**t!

I purchased 3 gorgeous dresses well they looked gorgeous in the pictures. When they arrived they were squeezed into this tiny parcel bag.
When looking at the dresses the material was so poor and the fit was even worse. I purchased size 8 dresses which are normally a perfect fit. These outfits where super loose on the hips and thighs (i have a curvy figure so i'm hippy). All 3 were the same and they were also super long. I did consider having them tailored here but having them chopped off from the bottom would have ruined the style of the dresses so that wasnt an option. It does state on their site if you are not happy with the items you will be given a refund. So i packed the items and spend £75 having the delivered back to China. I wasnt even aware that the company was based in China as they have a. co.uk site.
I posted them to the sender address details which was on the original package i received. I sent an email to the company stating that i have returned the items etc i was told that i would not get a refund as this was not authroised and that the address i sent them to is incorrect. So whos address are they using on the senders details. This is of great concern why arent they being honest and using their own address. What is the grounds of return approval? Im not happy with the quality of the items and the fit is all wrong. So now i am out of pocket £350 for the dresses and £75 on the delivery charges.
In the UK we have amazing companies that sell amazing dresses. This company is not UK based although they use a. co.uk address. So please do not purchase from this site lets try our best to ensure this company does not ever trade in the UK again

Feel free to contact me on *******@yahoo.co.uk

It took three weeks to arrived, money taken the day I ordered.the dress arrived screwed up in a small bag inside out, seams fraying at the front of the dress, stains on the dress and a small hole at the back of the dress.

I contacted them the day I received it, they asked for pictures, I emailed them over the same day, they offered me evenually 10% off which is only £10 and asked me to take it to a shop to get it fixed... I'm am absolutely fuming that they have taken my money and are only offering me £10 to fix it, it should be a size 12 it's more like a size 8. I have spoken to two different people first one when I asked for a full refund never bothered replying the second one said they are minor faults so 10% is the highest they can offer

********DON ONT BUY FROM DYLAN QUEEN THEY ARE FRAUDSTERS**********+++*

In reply to the website

I have emailed your service department and this morning received another reply to basically say they will only give me £10. It's unwearable apart from the fraying stitching it's not even cut correctly... not fit for purpose I'm disgusted you are stealing money from customers promising gorgeous dresses but in reality they are made by what looks like untrained people used to con people

Looks like their French reviews are written using Google Translate & they have mixed in other languages accidentally.

ORDERED MY WEDDING DRESS FROM THEM, PAID THE HIGHEST DELIVERY AS MY WEDDING WASN'T FAR AWAY, WAS ASSURED IT WOULD COME ON TIME WHICH IT DID, THAT'S WHERE THE SERVICE ENDED! MY DRESS WAS LITERALLY COMING APART AT THE SEAMS! THE SEQUINS WERE GLUED ON, THERE WAS GLUE STRING ACROSS ALL THE DRESS, THE BEADS WERE FALLING OFF, THERE WAS RED BITS SEWN INTO THE DRESS, THE SEAMS WERE COMING APART! THE PATTERN WAS CUT ROUGHLY AND NOT EVEN SEWN ON JUST GLUED! VERY AMATEUR JOB AND THE DRESS COULDN'T BE WORN! ASKED TO RETURN IT AS PART OF THE RETURNS POLICY! TOOK A LOT OF YO YO-ING BACK AND FORTH WITH THIS SHAMBLES OF A COMPANY! AT FIRST THEY OFFERED 5% OF THE DRESS REFUND ONLY! WHAT A JOKE! I SAID I WOULD RETURN FOR A FULL REFUND! SHOWED THEM PICTURES OF THE SLOPPY WORK BUT THEY REFUSED TO ACCEPT IT WAS THEIR RUBBISH WORK, IN THE END THEY SAIDTHEY WOULD REIMBURSE HALF THE DRESS PRICE IF I RETURNED USING MY MONEY! THE STAFF THERE HAVE NO IDEA HOW TO DEAL WITH CUSTOMERS! TOTALLY OUT TO GET YOUR MONEY! DON'T EVEN KNOW HOW TO MAKE A DRESS! THEY SHOULD BE ARRESTED FOR THE SHOCKINGLY BAD WORK THEY DO! IT IS DISGUSTING! NOW THEY AREN'T ACCEPTING A RETURN AND I AM WAITING ON £17 OUT OF OVER £130 THAT I PAID! WHAT AN ABSOLUTE FARCE IT IS!

PLEASE PLEASE PLEASE DO NOT order from this poor excuse of a company. I ordered a dress using their sizing guide for my daughters wedding. The dress came but was not the correct size, it was poorly made, threads hanging out everywhere, sequins poorly sewn on, it could not pass for the dress advertised. I have complained and at first I was asked if I could just cut the threads off! Nevermind that the dress did not fit and was not the size stated. I like others on here got offered a partial refund stating that if I send the dress back it will likely be lost & then they wouldn't issue anything so best take the 5% or 15% offered! This company if a fraud, they are not to trusted! I have now put in a complaint to https://www.consumer.org.hk/cc-complaint/index.php?lang=en and I would advise others to do the same. I will also be looking to have Trading Standards shut down their site as they are advertising themselves as a UK company but not abiding by UK law! I am also thinking of complaining to the HKIAC - http://www.hkiac.org/en/arbitration/arbitration-rules-guidelines - As this is advertised as who they are regulated by. For anyone that wants to write to them (as I know they haven't been given out returns address) the address I was given was Wangsheng Technology, 7F-705,1st Building, Jiangxing Commercial Plaza, 1188 Chengbei East Road, Pingjiang District, Suzhou City, Jiangsu Province, China.
PLEASE DO NOT USE

Ordered a dress and the service was great. Everything on pointvjust ad the design was. Thanks a trillion forbmaking my wifeblook so exquisite :)

I bought a wedding dress from this company because i can't afford to pay the rediculous prices in this country. I made sure that i read the terms and conditions and return policy before buying. I recieved my dress which looks beautiful, BUT and its a BIG BUT, at the bottom of my dress there is a BIG STAIN. So once i noticed it i sent them an e-mail via customer services. They then ask me to send a picture, so i attached to pictures. Their answer was "keep the dress and have it clean, and they would give me £5. I was like are you serious! I paid £127.00 and then £25.00 on delivery. Then Tax on top. To me that was insulting, because it does not state how much refund you are allowed in their refund policy. So i gave them an option, either a full refund OR a new dress for no extra cost. After a few more e-mails they then said that they had staff and materials to pay. Again I said that wasn't my problem it was their mistake and if the mark doesn't come out then its money down the drain. After a few more e-mails, i then get 2 photos of my dress before delivery. I then said to them that it could of happened after the pictures had been taken because it wasn't damaged in delivery and i hadn't even tried it on. Again i sent more e-mails, to which they kept saying they could only offer me 10% dress price to then say they can only offer me 12%. I told them that its insulting because its their mistake not mine. So after a week or so, i decided to get a quote on cleaning the dress and it was £80. So i asked if they paid for the cleaning of the dress then i would keep it. Their answer was NO. In which i am still arguing with them and they still keep saying "keep the dress and so on."
Customer Service is horrendous
The site is a shamble
And their refund policy needs to be better and clearer.
I will say one thing and the dress was lovely BUT and its a BIG BUT, IT'S THE WORST COMPANY EVER.

Charlotte

This is the best site ever seen on internet. Best services with trust worthy plate form,

I bought a dress from dylanqueen and i really love it! Excellent Shopping Experience, thank you!

Their photos are misleading. You get some cheap material dress which isn't even a bad copy of the genuine dress but more like a caricature. People, this company is a joke. They are laughing at all of us who are complaining here. We should stop them as they are using illegal ways to take money from decent people. I am attaching photos so you can see what you get and what they advertise.
Here is what I received as a reply after sending them my emails:
2015-11-28 2:47 GMT+08:00:
Website Visitor Request

Description: I have just received the dress - Order D**************. I am not happy with the dress at all. It's so much different to the photos that I would have to send it back. Many thanks and looking forward to hearing from you. Lana
Website address: http://www.dylanqueen.co.uk/sales/order/history/
Location: London, United Kingdom

Customer Service <*******@dylanqueen.co.uk>
To me
Thanks for your email, sorry to hear that the dress is not the same as you expected, would you mind make some pictures of the dress to show us the problem, after confirmation, we will reply you in 6-24 hours to resolve for you ASAP

Sincerely
Anna

Email generated by SnapEngage

Dec 2 (2 days ago)

To Customer
I am attaching the photos of myself wearing the dress and the photos from your site (screenshots). Obviously it's a totally different dress (please don't ask me to go to details as any child could see it). You shouldn't sell it if you cannot provide the dress as you advertise in the photos (it's misleading and it's wasting of people's money, time and nerves). On ebay - chinese sellers at least include the photo of actual fake dress and that's why I wanted to purchase it from your site as I believed it's the genuine dress.
(not to mention it's not even posted from UK)
Looking to hearing from you.
Best, Lana
Inline image 1Inline image 2Inline image 4Inline image 3

Customer Service
7:39 AM (19 hours ago)

To me
Hi,
Thanks for your email and pictures, we have checked the dress with our tailor, we have not found the issue like you said, the dress is hand-making
Sincerely
Cherry

I ordered a dress off favdress.com. The tag stitched on the inside stated made by DylanQueen. I ordered a white satin dress but the dress I received is 100% polyester. No satin on any part of the dress and to make matters worse it's the most cheapest polyester you can imagine. In addition, the dress is poorly made as the outer lace keeps snagging itself as it touches other pieces of lace. If you wear the dress and hug or touch anyone, the lace will snag their garment. There are also several threads hanging on the dress. There is even a piece of green thread attached to the bottom of the dress. The sleeves are very short even though I also provided the measurements of my full arm. Please see pictures of the dress they sent compared to the picture of the dress I ordered. It's deceptive advertising and merchandising.

I requested a product return form and they refused to send me one to request a refund. The only way I could communicate is via email and chat as no one answers the phone number they provided.

-They advised no product return form will be provided. The advised me to cut off threads and green yarn. They advised that I had to know the dress ordered would not look like the one pictured since I was in the USA and ordering from China. They provided phone #*******528 but no one ever answers. The chat line advised they were sorry but also would not send me a product return form.

Dress came in a DHL shipping bag. No inspection notices with the dress. The proforma invoice on the outside of the bag had a certification statement but it was not signed by anyone in the company.

The ship from address was: Suzhou min Huan. Mdt InfoTech Ltd. 11_8 cheku no. 688. Yangchenghu west road. In Suzhou ******* china peoples republic.

The billing address I found on their website was in Europe.

If you ignore the negative reviews and purchase just know that you were warned!

Order dress and know one has responded to my email. Does anyone know the number?

They make it impossible to return... call your credit card company fast to dispute

Absolutely awful company and a rip off do not use this company

A fast delivery time and the quality of the dresses is good. I'll come next time.

Very poor quality... wrong size... and customer services don't answer your emails.

Wonderful site! I'm a huge fan. Highly recommended!

Do not buy from this site! You will have a ruined day and wasted money!

I was highly impressed with their products, very good and attractive!

Les habits sont jolis et d'une qualité très correctes, como devuelvo unos zapatos por otros me los e probado y me van pequeños quisiera uno o dos numero mas mais ils taillent très petits, eg handler næsten dagligt fra lightinthebox. Det er et super godt og biligt sted at handle i.

Meget fin kjole, svarer helt til billedet og er syet efter mine mål, som klart kan anbefales. Det koster meget lidt ekstra (ca 150 kr) og kjolen passer perfekt! Jeg skrev i "remarks feltet" at jeg kun er 1,65 og at kjolen ikke måtte røre gulve og det har de formået at ramme perfekt.

Alle der brokker sig over den ekstra told: Sæt jer nu ind i de regler Danmark har sat op vedr import fra alle andre lande end EU lande! Tolden er for mit vedkommende ca halvdelen af kjolens pris og det havde jeg regnet med ind i købet.

Le délai de livraison reste vraiment correct, la communication avec le service client est vraiment impeccable. J'ai eu un problème de frais et ils n'ont pas hésité à me les rembourser. Desuden er det et must at tjekke deres lyn udsalg hvor der altid er noget godt at komme efter.le traitement de ma commande a été rapide et les délais de livraison plus que bon vu que j'habite au milieu de nulle part.