Lily S.
⚠️DON’T PURCHASE FROM LAVELIYA
ZERO STARS for customer service! I found a wedding dress I LOVED (Sheath V-neck Appliqués Lace Sweep Train Charmeuse Wedding Dress #HW230267). I was pleased with the quality of the different fabrics, HOWEVER the dress I received was incorrectly made. It was made with tan mesh and bra pads instead of both being white (as clearly visible in the listing photos), and the back neckline line was too high. I contacted the company about the defective issues and they offered me two (ridiculous) options: 1. a 15% refund and suggested I “keep the item for another event”— (It’s a wedding dress!!), sell it or alter it, or 2. receive a 30% discount code on a future purchase! What?! To alter the dress, all the appliqués would have to be removed and reapplied once the correct mesh color was added! Then, the seamstress would have to find, buy and insert the correct color, size and shape bra pads, and remove the extra inches of material on the back of the dress! This would cost more than I paid for the dress, which clearly makes no financial sense! They tried discouraging me from returning the product as it “can be very expensive”. I asked for the exact return address so that I could calculate my exact shipping cost, and the company REFUSES to provide it. Instead they offered another absurd recommendation: 1. a 30% refund and again, keep the dress for another event (REALLY?!), alter or sell it, or 2. receive a 60% off discount code for a future purchase. (You messed up my first order and are not providing me with the return shipping address and you want me to place more faith in your company and order something else…?!) If neither of those options were accepted they said they’d only refund 85% off the original purchase price due to a 15% restocking fee! And again, they’ve still failed to provide the return address. Furthermore, this where they are hoping the consumer is “naive” as they only refund the money AFTER they receive the dress! So, I’d ship my dress back to whatever address Laveliya would FINALLY provide but it becomes un-trackable once it leaves the US and they can claim they never received it/it was damaged and deny my refund?! Then I’d be out of a dress and my money?! I think not! Finally, in a last ditch effort to evade being accountable, my email correspondence was forwarded to a different (I’m assuming higher level) customer service rep who claims (all of a sudden) that the dress mesh is actually brown but it’s not immediately obvious because of the model’s skin tone. (FYI: I’m the same skin tone as the model!) If this were the case it would been stated in the very first email exchange! It also doesn’t address the bra pad and back neckline issues! And when I showed them a screenshot from their website saying that defective products are entitled to a full refund they effectively ceased all communication, which up until this point was on average every few hours or so! No exchange (very risky)! No refund! No return address! No communication! No accountability!
Response from laveliya.comSep 18, 2024
Dear Customer, We are sincerely sorry to hear that you are disappointed with your experience with our product and service. We understand your frustration and would like to extend our deepest apologies for the inconvenience you have encountered. To resolve this issue as quickly as possible, could you please provide us with your order number and any additional information regarding your order? We are committed to investigating immediately and finding a solution for you. We deeply regret that your experience has not met your expectations, and we hope to have the opportunity to rectify this. Sincerely, Laveliya Customer Service Center