Laura B.
Appalling customer service and unmatching dresses!!!
I would warn all future brides NOT to use this company, despite making mistake after mistake they have refused to rectify their own errors unless the bride pays additional sums. As a final resort they have agreed to refund the cost of one of the four dresses purchased which will hopefully cover the cost of dresses being colour matched here in the UK. Below is a timeline of just some of our history with Tulle and Chantilly to illustrate the poor service provided: 24 September 2016 - first dress ordered and paid for. 27 September 2016 - two emails sent to Rebecca suggesting that it would be wise for all dresses to be ordered together to ensure that they match and are made from the same batch of fabric. 1 October 2016 - Rebecca confirmed that she would have the other dresses ordered and would confirm the reference numbers to ensure this. She provided the names of the three other bridesmaids who would be ordering dresses, stating "My other three bridesmaids will be ordering their dresses this weekend to make sure they are the same batch". 3 October 2016 - Rebecca confirmed the order numbers for the other dresses and again confirmed that they should be made with the same material as the initial dress. She clearly stated the other reference numbers and reiterated "Please can you make these with same material". 4 October 2016 - T&C confirmed by email in response to Rebecca's email of 3 October 2016 that you had received the three other orders and would start the dresses once you had heard from us. There was no suggestion that any dresses had been started. 21 October 2016 - The three dresses that were ordered later were notified to have been shipped and arrived shortly thereafter. The original order was NOT shipped at this time and indeed was not made or sent until Rebecca chased this. Once this was received and compared to the other dresses, the lining of the dress was clearly a different colour to the other dresses. After sending a number of photographs T&C agreed to re-make the dress that was made and shipped late. Despite being a closer match to the other three dresses, there is still a noticeable colour difference that one would not expect from dresses costing over $100. After this, when Rebecca asked T&C to rectify their mistake and to remake the dresses, they agreed to do so ONLY if she paid another $60 per dress - in essence suggesting that she pay once again for their mistakes! 4 January 2017 - I set out the above timeline in an email to T&C explaining why financially penalizing a customer for their mistakes was appalling customer service and suggesting again that they either remake the dresses or as a last resort refund the cost of the incorrect dress to allow us to rectify matters this end. 17 January 2017 - I chased a response to the above email as it had been ignored 19 January 2017 - After my email still being ignored, I posted on this page for a response (the post that they have now deleted). 20 January 2017 - An email was sent to Rebecca rather than me in response once again suggesting she pay another $60 for each dress! 22 January 2017 - After pointing out that a response should have been made to me, I finally received a response from the company who once again said that we would have to pay $60 per dress or they would issue a refund on one dress only. 24 January 2017 - in response to my further email setting out that financially penalizing your customers for your own errors (clearly they forgot to make the first dress that was ordered!) is unacceptable, T&C now inform me they are having a 7-10 day holiday and wouldn't be able to make dresses on time!!! We now await a refund for the incorrect dress in the hope the dresses can be sorted here in the UK. This company clearly has no respect for its customers.