Madame BridalReviews of madamebridal.com

I would not recommend Simon or this store to anyone. As a bride, this should have been one of the least stressful parts of my wedding planning, especially considering I ordered the dress 10 months in advance. I ordered my wedding dress online from Simon right after new years and was told that my dress would be shipped some time in April. At the time, Simon was very responsive and willing to work with me. However, he was being a bit pushy which I should have taken as a sign. I received a shipping confirmation email in April and received the dress a couple weeks later only to open it and find that I was sent the wrong dress. I received a dress one order number off from the one I wanted. I double checked my emails and texts and my confirmation was all correct. I immediately contacted Simon and he told me that I would have to send the incorrect dress back and they would reorder the correct one. I was then told that I would receive the correct dress early June and since my wedding is in October I figured it wasn't a great situation but it was doable so I agreed. Fast forward to mid June and I still had not received a shipping confirmation email so I reached out to Simon who said he would reach out to the dress designer, Morilee. I was then informed that I would not get the dress until after July 10 and I had contacted multiple tailors who already told me they would not be able to alter my dress due to the short notice. During that conversation Simon told me he would give me a $500 refund himself. I was freaking out and Simon kept ignoring my calls and text messages over a span of three weeks as I asked for follow ups since he specifically told me he would update me daily. After July 10th, I still had not received a dress or shipping confirmation number and Simon continued to dodge my calls and texts. Finally I received a shipping confirmation which they overnight sent to me. Throughout this, Simon did not send me the refund. I had to message him multiple times and he sent me the refund $100 at a time and only after I messaged him each time - it was like pulling teeth. When I first purchased the dress in January he told me I would receive a complimentary bridal headpiece which I never ended up receiving either. While it was frustrating that I received the wrong dress, I could understand it. The worst part was that Simon purposely ignored my calls and texts during this very stressful time and went back on his word.

My experience so far has been excellent. I ordered a cape for a quinceañera dress, and it arrived quickly and in perfect condition. I later found out that the dress was not immediately available after I had already placed my order. If I had known this beforehand, I might have made a different decision. Since this was my first time shopping with this store and the purchase involves a significant amount of money, I decided to order the cape first before buying everything. So far, I am very happy with the service and am giving 5 stars based on my experience. I will update my review once I receive the dress. Thank you! I hope to shop with you again for future events.

Communication was great, dress arrived exactly when they said it would.

Friendly staff, but extremely rigid and disappointing customer service policies. I want to give a shoutout to the male staff member who was super helpful, but overall, my experience with their online order policies was very disappointing. • Shipping Fee Issue: I placed two separate orders within a two-day span before the first item even shipped, totaling over $400. Their website offers free shipping for orders over $400. When I asked to combine the shipment, they only gave me a discount on one shipping fee instead of waiving it completely, simply because they were placed separately. • Strict No-Exchange Policy: | later bought another dress using the same size I tried on in-store, but because it was a different style, it arrived way too big. It was brand new with all tags attached, and I was willing to pay for return shipping to exchange for a smaller size. They refused to exchange it and only offered a "special price" to buy another one. The dress was so well-made (double-layered) that local tailors couldn't alter it without ruining the structure, so I ended up having to give away a dress I loved and never got to wear. Poor flexibility on orders and exchanges will cost them loyal customers. I love their designs, but I wouldn't risk buying online here again.

My dress arrived in a timely manner, and it was even more beautiful, but I anticipated the quality and craftsmanship was excellent. I would do business with that store again as they have been excellence.

My first experience with Madame Bridal was excellent ... the second experience was the complete opposite. I am giving two stars instead of one star based solely on my positive experience with my first purchase and also because they do carry some beautiful dresses. Similar to the one star review of Kathy below, I found their communication to be subpar and misleading. I purchased a dress for a family member's wedding last summer. The owner (at least I believe it was the owner with whom I was corresponding) was helpful in telling me how to do my measurements (I have a hard time finding dresses that fit me properly) and I purchased a beautiful dress from Madame Bridal that I only needed to hem. When it came time the following year to purchase another dress for a family member's wedding, I went back to Madame Bridal as a loyal and happy customer and picked out a dress I liked from the site. I asked the owner via text if the dress fit similarly to the prior one I purchased and if they had my size. The owner replied they did not have it in stock in my size and suggested the dress in other colors as well as other dresses (ironically, one of the first dresses he suggested is what I ultimately went with and I loved it - it is a shame things unfolded as they did as I would have continued to order through them for years to come). I replied that I had found the dress in the color I wanted in my size on another site called Couture Candy and so I was just going to buy it from them. The owner wrote me and said he wanted to keep my business and that he could have the dress sent to me in 10 days. NOTHING was said in our text exchange about it being a special order or advising me that I would not be able to return it (I thought perhaps they had located it in their inventory in my size). I would NEVER have purchased it through them if he had told me that I could not return it (as more often than not, dresses don't fit well on me and I need to try on several before something works). The dress came and it fit horribly- nothing like the other dress by the same designer - and when I went to return it I was told by the site's customer service that I was not allowed to return it as it was a special order for me. I wrote the owner and he said that they would allow me a "one time return" - but then I was told by the site that they were going to charge me a significant "restocking fee." I responded that was not acceptable to me as the website states you are allowed to make returns and just have to pay the return shipping fee. I was never told in my text exchange that the dress was being special ordered for me, that there were no returns on the dress or, that if they waived that restriction, there would be a restocking fee. This is critical information to share with a customer if you are indeed preparing to do a special order for them. Ultimately, they waived the fee and I went to place another order with the credit I had from the returned dress, however, I was told that if this second dress did not fit that was it - I was not allowed to return the dress. I wrote to the owner and shared the screen shots of our exchange from the week and a half prior (I returned the first, ill-fitting dress immediately) showing that NONE of these restrictions which contradicted what I read on the site were conveyed. He simply ignored my message (maybe if he had acknowledged his mistake and apologized I would have not posted this review and moved on - but I found his ignoring my message to be incredibly rude and unprofessional). Obviously, I was prepared to enforce my rights as a consumer if needed but who needs that stress? Fortunately, the second dress fit and looked great. I felt the need to share my experience with others so that they do not have a similar negative experience as I did. If you chose to purchase a dress through this site make sure the return protocol is set forth in a CRYSTAL CLEAR manner in writing. (Should Madame Bridal respond disputing my account of what happened, I saved all of the texts which I can share)

Ordered a dress at full price. No where did it say it could not be returned. After a long wait for the dress in which time I purchased another I opened the box to read it could not be returned. Have tried to contact them many times and they will not respond. Scam shop. Do not use them.

Received the wrong dress, would make me email them instead of dealing with it over the phone, had to pay to return it, never got refunded for the dress or the overnight shipping. Almost $600 down the drain. Horrible customer service, almost ruined my prom, luckily I found a dress on Windsor to save the day last minute.