Jenna M.
Bad Customer Service
I ordered my dress for my baby shower. Prior to my order, I had several exchanges with customer service regarding concerns of alternations and fit of the dress. I had only a few weeks until my shower so I wanted to ensure the product I was receiving wouldn’t have any fit issues. It was confirmed that after I ordered, I would send over my measurements and the dress could be altered accordingly. However, when I received the dress, the measurements of the dress were disastrously incorrect to the measurements that were sent. For one example, I asked the dress be specifically hemmed from a bust to floor of 42 inches, and when I received it, it was a bust to floor of 48 inches. I reached out the to company, who did offer for ME to pay to ship the dress back, (on THEIR errors) have them re alter the dress and then have it shipped back again. Unfortunately, there was no time to do so. My only option to wear the dress to my shower was to go to a local tailor. If I knew I was getting a dress I would have to spend another 100 dollars to alter, I would have definitely found a dress at a different place. When I reached out for them to come up with another option to accommodate the inconvenience, they were never heard from again. Not one email back. Unfortunately, it seems if you’re not an Instagram blogger or influencer, your concerns or issues only go as far with the company as they want to deal with. I don’t plan to make any further purchases with this company, nor do I recommend friends or family to make purchases with this company. ****update: This reply email that sexy mama maternity has listed below after I stated there isn’t time for measurements has never come to my inbox. That’s a bold face lie to save face. I also never ever said I wanted general sizing. I never received a pre paid return label. The reason I even bothered posting a review is because I received zero response from this company. I am absolutely appalled they would lie about return emails that don’t exist. I never “wore my gown to my baby shower” as they state below considering my baby shower didn’t happen yet. Clearly this company lies so much they can’t even keep up with their own lies. That’s quite disheartening considering they are selling clothes to women in the most joyous time of their lives. Also, I can post the extensive email I wrote immediately when they requested my measurements: Hello! I have provided all my measurements as requested, I am not sure which ones you will need, but I figure sending all will help with the best fit! I ordered a size 3 based on prior emails (I sized up) hopefully with my measurements you can confirm if this was the right choice. Thank you and I can’t wait to receive my gown!! Measurements (at 24 weeks) Height: 5’2 Bra Size: 36 DD (pregnancy Size) Pre Pregnancy Jean Size: 4-6 Current Dress Size: 10 Bust: 41 in Under bust: 36 in Around Belly at the button: 40 in Hips: 45 in Under Bust to the floor: 42 in First time wearing gown will be September 29 2019 Thank you again!
Response from Sexy Mama MaternitySep 18, 2019
Hi Jenna, We are so sorry to hear you were unhappy with your gown, but hope you will reconsider your 1 star rating! Because you did not provide a specific length measurement, but rather provided height and and an under bust to floor measurement our seamstresses used our system of determining length. This includes leaving several inches for your shoes (3) and a growing belly (3). This system is clearly outlined in the alterations email sent after placing an order. Mamas EITHER have the option to provide an exact gown measurement or provide an under bust to floor measurement. You opted to provide an underbust to floor measurement, which clearly states that we will add additional inches. After your first email, we offered you additional alterations free of charge and emailed you a pre-paid return label. You opted to keep your gown, rather than returning for additional alterations or store credit. We reviewed your emails with customer service as well as your measurements and have shared those below. Customers are always welcome to use our return labels found online at sexymamamaternity.com. You suggest that you were asked to ship the gown back, but that is not the case. Customer service emailed you a return label promptly after your first email and then responded with the following emails. We are a mom-owned business run in the United States. We love being able to provide a unique service to mamas, to include free alterations on custom gowns. SMM CUSTOMER SERVICE: FIRST EMAIL: “Hi Jenna, We are so sorry to hear that your gown isn’t a perfect fit! All gowns are custom made based on the measurements provided, not the original size ordered. We do not have a “stock room” of gowns as they are made to order. We are happy to provide additional alterations if you’d like to send your gown back. We ask for a few photos along with exact measurement requests. For example, let us know exactly how many inches shorter you’d like your gown rather than just saying a little bit shorter. Please let us know if you have additional questions! The SMM Team” FOLLOW-UP EMAIL after your gown was not returned for additional alterations: “Hi Jenna, Based on your timeline there is still time for additional alterations! This is one of the reasons we recommend ordering gowns with plenty of time. If you would prefer to return your gown for store credit we are happy to do that as well. We have reviewed your measurements again and would like to clarify our process. You provided your height and under bust to floor measurement. When an under bust to floor measurement is provided we add an additional 3 inches for your growing belly and 3 inches for variation in shoes. We specify in the measurements email that when an exact gown length measurement is desired that must provided in addition to other measurements. Based on our system, your gown was made 48 inches.”