Thuy Dung C.
Friendly staff but poor and inflexible exchange policy.
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.
Response from Madame BridalSep 11, 2026
Thank you so much for your review.