Alexandra D.

I ordered a bridesmaid dress from BHLDN in store in October of 2022. The dress I ordered (a Remy in a size 16) was backordered and I received it at the end of November 2022. Last week (February 2023) I took the dress to get altered and found that BHLDN had sent me the wrong style and the wrong size (a Lyra in a size 12). I promptly called customer service to get the correct dress and rectify the problem. At the start, the customer service representative was helpful. The representative asked if they had the dress in stock, did I want it? I said I needed a dress overnighted. She then put me on hold for 10 minutes while she went to check stock. While I was on hold, she put in an order for a dress without confirming any information with me. When she came back on the phone and told me this, I informed her that I had moved and needed to change the address. Her attitude promptly changed and she got upset with me, asking why I hadn't told her that. I said she had left me on hold to check stock, nothing else. She said I mentioned overnighting a dress. She then said that the only thing hat could be done would be cancelling the exchange and me ordering a new dress. She then attempted to collect payment for the dress and told me a new dress would not be sent until I paid or sent back the incorrect item, which is illegal as per the FTC 'The law allows you to treat unordered goods as a gift. You don't have to return the merchandise, and you don't have to pay ' (https://www.ftc.gov/business-guidance/blog/2014/10/law-and-unordered). I then attempted to work with a different customer service representative who told me they would issue me an E-gift card with which to order a new dress. He told me I would have it in my email within the hour. I waited 14 hours and still received nothing. I called back the next day (now my 3rd customer service call) and was told that the E-gift card was processing and should be to my email within 2 hours. I waited another 8 with no luck. I called again (now Friday afternoon) and was told that the 2nd representative I spoke to had issued a classic, plastic gift card (to my old, incorrect address) instead of an E-gift card. I was told it would take between 1 and 24 hours to receive the correct E-gift card and that if I did not receive it in 24 hours to call back. I called back 24 hours later (4PM on Saturday, now my 5th call) and was told that their gift card person is not in the office on the weekends and I would receive it by lunch on Monday. I was also informed there was nothing else to be done. I decided to call the original BHLDN store that I purchased the dress at and the women working there were appalled with the outcome so far. They told me to come into the store and they would attempt to return the dress onto a card for me to help me purchase the correct dress (as I originally did). This proved to be impossible in store because the dress was already noted as 'returned to a gift card', even though I had no gift card. The manager of my local BHLDN called customer service herself and was told twice there was nothing to be done, and then was HUNG UP ON by customer service. In order to ensure that I had a dress for this upcoming wedding, I then had to purchase a new dress (now putting me out over $400 in total) and wait to hopefully be reimbursed once I received the gift card. Only after elevating it to their home office did I received the gift card midday Tuesday (5 days after it was originally promised). Truly the most appalling customer service I have ever experienced. The women working in the physical store were great, but the people who run the customer service and gift card over the phone were rude, dismissive, unhelpful, and ultimately unkind. If you can, avoid this brand and their customer service.