Toni
Really cute shoes…bad Customer Experience
Really cute shoes however they had to be retuned since they did not fit. The return process was not straightforward and it took several unsuccessful attempts to access it on their site. If you checkout as a guest instead of creating an account, you must email their customer support. It took several email exchanges, each time stating my intent to return, order number and reason for the return in an attempt to process my request and receive the return mailing label (they will deduct fees from the refund). They wanted to provide options for my request although I’d clearly stated my intent. One of the options was keeping the shoes with a discount on future purchases. I clearly stated the shoes did not fit, why would I keep them? I don’t recall the other choices other than the one asking for a return label (option 1). I had to send yet another email to reiterate this. It was time consuming and frustrating. I’m giving 3 stars for the shoes (because they were really cute), but if it was not a user-friendly customer experience, it would instead be a 1 star. Note: Making returns difficult does not improve your sales results. No retailer likes returns, but it’s the nature of the business. Making returns easy and seamless might gain you customer loyalty.
Response from DreampairsAug 24, 2026
Hi Toni, We’re truly sorry to hear that the return process was so time-consuming and frustrating, especially after you had already clearly explained that the shoes did not fit and that you wanted to return them. We understand your concern. When a customer has already clearly requested a return, having to repeat the same information across multiple emails or review additional options can make what should be a simple process feel unnecessarily complicated. We also appreciate your feedback regarding the guest checkout return experience and how we can make the process more straightforward and user-friendly. We’re glad to hear that you liked the shoes themselves, and we’re sorry that the return experience did not meet the same standard. We tried to locate your order using the information available in your review, but unfortunately, we were unable to retrieve the order details. We have therefore submitted an “Information Request” through Trustpilot. Please reply to the request with your order information so we can look into what happened and assist you further. Thank you for taking the time to share such detailed feedback. We will take your comments seriously as we continue working to improve our return process and overall customer experience. Warm regards, Dream Pairs Customer Service Team ---------------------------------------- 📱 Contact Us Live Chat: Mon–Fri (PST) Link: https://www.dreampairs.com/pages/contact-us 00:00 AM–8:00 AM & 9:00 AM–12:00 PM Email: [email protected] Available 24/7 (Sun–Sat) Phone: +1 609-831-4566 Phone Hours: Mon–Fri (EST) 9:00 AM–8:00 PM