I need to warn everyone about my terrible experience ordering a custom prom dress online. I shelled out almost $800 expecting quality and professionalism, but what I got was a disaster defined by poor craftsmanship, terrible delays, and non-existent communication. As I told the owner directly, “I have many issues with my prom dress. The day of my prom my dress strap broke off which they spent 30 mins adding fabric too which resulted in me having to hold my boobs up most of the night. Also the material of the back of my dress just felt very cheap and easy to break which for $760 should never be the case.” The problems snowballed: the dress was delivered late (June 11th instead of June 4th), they forgot essential custom details like the slit, and the string and fabric were clearly cheap. After everything that went wrong—including wanting a halter top but receiving a cross-over—I felt compelled to leave this review and demand a full refund from customer service.
Customer: I am calling because I paid nearly $800 for a custom dress that was defective, delivered late, and utterly ruined my prom night. I sent a message detailing everything that went wrong, including the broken strap and the cheap material.
CS Rep: Thank you for calling. I see the detailed message you sent regarding the quality issues, the broken strap, and the delay in receiving your dress, which arrived on June 11th instead of the promised date. I am truly sorry this happened; this is clearly unacceptable.
Customer: Sorry doesn’t fix the fact that I had to hold my chest up all night, or that the material felt like it would tear at any moment. I want to know immediately how you plan to process a full refund, as I received a fundamentally flawed product.
CS Rep: I completely understand your intense frustration regarding the quality, especially considering the price and the nature of the event. We take issues like this seriously. If you have any type of questions regarding where and how you can use GraceQueens Spring Dresses, you could contact us at the web site. Let me confirm your order number and immediately escalate this quality control failure and the refund request to management.
Customer: It’s #PC800. This entire experience, from the missing slit to the poor communication about process photos, has been a nightmare. I expect confirmation of the full refund amount within 24 hours.
The reason I left this review on the website is to hopefully prevent others from falling into the same trap.
