RevelryReviews of shoprevelry.com

Response from RevelryApr 18, 2024

Hi Brooke, Thank you for reaching out - we are so sorry to hear that you were disappointed in your experience with us. Because our items are made to order, they are final sale. This is explained throughout the ordering process. I see that you have been in communication with our Quality Assurance team (emails attached), and that after offering a full refund if you returned the dress (which you explained would not work since you did not have time to find another dress), they offered a 50% refund because you were unhappy with how the cups looked. This was initially an agreeable resolution, so the refund was issued. After you had a chance to visit a tailor, they stated they were not able to alter the dress in the way you hoped, so you asked us to refund you the cost of the home try on. We issued a refund in the amount of the home try on dress that was the style you ordered, since you felt it did not fit the same. We know how important it is to look and feel your best when you are a part of someone's very special day, especially when that someone is your sister. For that reason, our team has issued multiple refunds for you, and we are unable to issue any further refunds or credits.

Response from RevelryMar 18, 2024

Hi Valerie, We are so sorry that you did not receive your package. Since FedEx did provide proof of delivery at your apartment's package room, we unfortunately cannot be responsible for the package. As explained by our representative, we checked our small inventory of dresses that we have on hand, but we do not have the color you need. Our made to order items do require a production lead time. Because the date of your event is less than a week away, there is not sufficient time to have a new dress re-made. Because the dress was delivered to your apartment complex's office, we recommend working with them to see how the package can be located.

Response from RevelryMar 4, 2024

Hi Wendy, We are so sorry that you were disappointed in your experience. We stand behind the quality of our dresses, and in the event there is a concern or error, we always want to do everything we can to help. It looks like our quality assurance team did explain that we ordinarily would re-make your dress, but because of how quickly the wedding was approaching, we unfortunately did not have enough time to re-make the dress. We have a small inventory in our office and did offer to replace with one of those dresses, but we were not able to issue both a refund and send a replacement dress as you requested. Our fabric is designed to be machine washable, so that solution was offered when you stated you would rather take the partial refund and keep your original dress.

Response from RevelryJan 19, 2024

Hi Shanté, We are so sorry that you have been disappointed in your experience with us. As explained in our email conversations, we are not responsible for lost or stolen packages. However, we understand the importance of having your dress on time, so we have helped as much as we can given the circumstances. We filed a claim with FedEx on 11/2/23, and the email reference number was provided to you. We have not been given a claim number from FedEx. Additionally, we complied with the chargeback you submitted with your bank. On 1/10/24, the chargeback was resolved in your favor, so you have already received a full refund, regardless of the outcome of the FedEx claim. Again, we are sorry that you have been disappointed in your experience; we have done everything possible to assist in this unfortunate situation.

Response from RevelryDec 13, 2023

Hi Paige, We are so sorry that your experience was disappointing. We know how important it is to have your dress in a timely manner, especially when you ordered your dress to have in plenty of time before the wedding. We are still working with our shipping carrier to understand what happened with your order - inexplicably, the address was changed while the package was in transit. We have a very small inventory of dresses that can be used in emergencies, but unfortunately we did not have any that would have been a suitable replacement for yours. We acknowledge that waiting for your dress to be returned to us was not ideal, and for that we are sorry. Additionally, we are passing along your feedback about the pads being visible in this particular style/color combination. If you can provide our team with more details about your swatch order, we are happy to look into our options.

Response from RevelryNov 7, 2023

Hi Erin, We are so sorry that you are disappointed in your experience with us. We never state that our dresses are "custom;" rather we explain on each product page that they are Made to Order, which means the fabric is cut for your dress when you submit the order. Our team has been in communication with you since June of this year. Your initial request to cancel your order was unfortunately denied because your dress had been in production for a month at that point. You filed multiple credit card disputes, and any open disputes prevent us from being able to ship orders. This was explained in an email on August 29, 2023. On October 21, 2023, you requested tracking information for this order since the dispute should have been closed. The order was shipped via FedEx and was delivered on 11/6/23. Due to the unusual circumstance of having multiple credit card disputes, your order was held for longer than normal, which was explained to you. As explained in the reply to your previous complaint, we are happy to work directly with the maid of honor on their unique situation.

Response from RevelrySep 28, 2023

Hi Kimmy, We are so sorry to hear that you have been disappointed in your experience with us. While we cannot be responsible for lost or stolen packages, we do everything we can to help. We know how important it is to have your dress for the big day. Because of the short amount of time between the time you contacted us and the wedding, we are not able to re-make a dress. After filing a claim with FedEx, our team did identify a suitable replacement dress for you to purchase, and after the FedEx claim is resolved, we would be able to offer a refund.

Response from RevelrySep 5, 2023

Hi Stephanie, We are so sorry to hear that you have been disappointed in your recent experience with us. In reviewing the recording of your phone call (August 9), the representative you spoke with explained that as a new product, there was not a discount policy set up, but it could change in the next few weeks. Your order was also placed on August 9, as you expressed that you needed the pajamas quickly for your October wedding. On August 31, we did begin a promotion on select pajama pieces. Considering the production time required for these pieces, it is possible that had the pajamas been not been ordered til August 31, they might not arrive in time for your wedding. Again, we are sorry that this was frustrating or disappointing - there was no malicious intent on our end, and we truly do care about our customers and strive to provide an excellent experience.