Complaints

• Initial Complaint

  12/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  **************** refuses to cancel an order before shipping. It is a home try-on where there is no reason not to cancel as it is not custom-made. They said if they do it for one customer they'll have to do it for everyone. Where is the customer service and

  Business response

  12/18/2024

  Hi - it looks like we have been in communication with a couple of different people regarding this order.  In order to add home try on items to cart, customers must agree to the terms, stating that changes and cancellations cannot be made after an order has been submitted (see attachment).  If there was any way for us to cancel the order at this point, we would have.  I'm so sorry for the disappointment, but this order cannot be canceled. 

• Initial Complaint

  09/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid for expedited shipping (3-5 business days) and received an email from revelry that my item was shipped on 9/17. They are saying ***** didnt get the package until 9/18 despite my email. I didnt get the package until 9/24. I just wanted a refund for the shipping since their company sent me an email that it shipped on 9/17. ***** also told me the package was supposed to arrive by 9/23.

• Initial Complaint

  09/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I bought a dress from revelry and contacted them when the dress I ordered came stained and ripped and was told that they could not send me a replacement and only refunded me 20% of the total amount I paid. I paid 214 for the dress itself and extra 30% on top of that. They advised me to take the dress to a seamstress and a dry cleaner. Both of who could not fix the dress. This experience has been awful their customer service is rude and quite frankly I am unsure how it is okay to provide someone with a trashed product and not refund them in full or exchange it for a non damaged product. Im reporting them because I believe they really need to change this practice.

  Business response

  09/24/2024

  Hi *****, 
  First of all - we are so sorry for the last minute stress of having a dress with imperfections.  We stand behind our products, and we know what a tremendous honor it is to be a part of someone's wedding, especially that of your sister.  
  Based on the photographs that were provided, our team offered the refunds that are standard for an issue such as yours. In our last message, our team did request any additional photos or any other issues to ensure they were fully understanding your concerns and offering the appropriate solutions.  Please reply to that email thread so we can continue to work with you! 

• Initial Complaint

  08/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  First of all, charging this amount to TRY ON THE DRESSES is outrageous. Secondly, my package was not delivered correctly and was either lost or stolen. I was told delivery would take 8 weeks, so I ordered 14 weeks before the wedding. I noticed at 2 months since ordering, my package wasn't here. I checked my tracking number and saw it was delivered outside my secure delivery zone in my apartment. ***** assured that my package was insured and the shipper (Revelry) needed to get in contact to escalate the claim (as they are the shipper.) Revelry refused to help. They said since I didn't notice my package wasn't delivered (??? what kinda logic is that!) within 7 days that they would deny my submission for help. Then they claimed that ***** tells all customers that they can refund the shipper, but rarely do and it can *********** months for this process (the wedding is in 6 weeks.) When Revelry emailed me back for support, they said "we're not responsible, but we want to help, would you accept a smaller size and different style." They also only communicate through email, not through phone, so the process drags on. Worst customer service I've ever experienced. Dress is cheap, material not flattering. Things happen with wedding planning. I'd go with a dress maker that understands that and doesn't say sorry, you're on your own, but you can rebuy a dress with us for another $270 for that expedited shipping!If you're a bride, do NOT choose Revelry. Awful, awful, unhelpful, terrible, would give them ****** stars. Save yourself a headache.

  Business response

  08/21/2024

  Hi ******,
  We are so sorry that you have been disappointed in your experience with us. We know how important timelines are in a wedding, and we do our best to be transparent throughout the entire ordering process.
  
  The fee for our Home Try-On dresses covers the cleaning and maintenance of the garments as well as the picking, packing, and shipping of the orders. We always appreciate customer feedback, and we do our very best to keep our pricing affordable.
  
  When ordering our our Made to Order garments, we provide an estimated ship date during checkout. We also send emails to alert our customers when their order is shipping and when it has been delivered. Those emails were sent to you on July 31 and August 1, respectively, alerting you to expect the delivery of your order at that time. We do ask to be notified of any issues with delivery within 7 days because we have found that after 7 days, the odds of recovering/locating the package are very low. We work closely with our shipping carriers to ensure packages are delivered to our standards, and in the event there is a problem, we follow their various investigation/claims processes (which vary by shipping speed/method). Because some of those processes can take a long time, we first try to offer any options we have that are ready to ship in case there is any flexibility in color/size/style/etc. This is the quickest resolution.
  
  Our Customer Experience team is available to address any questions or concerns Mondays-Fridays via phone, email, and text; and we have record of two separate phone calls with you. After you confirm receiving the dress, we are happy to address and investigate any quality concerns you may have.

  Customer response

  08/22/2024

  Complaint: 22170072
  
  I am rejecting this response because: In regards to trying on dresses, it should not cost $50 to potentially purchase an item. The fact that wearers cannot return items if they don't fit right puts customers in a trap that they must comply to even engage with Revelry. The conceit that the cost is for maintenance makes less sense when one realizes these dresses are not for purchase at all, because each dress is made to order. There's a reason so few retailers follow a practice like this; it's not in the customer's best interest and ultimately serves the business more. Imagine paying $50 to try something on at Nordstrom or Macys; that is what this company is doing. 

  Revelry emails their customers with promotions so often, their messages are sent to spam. My delivery notification was sent to spam due to gmail's accurate detection of over-emailing users, rendering their notification meaningless. I work in email marketing. I understand promotion. I also understand when an email I send goes to spam for someone and I meet my customers where they are. That is not what you have done here. 

  Additionally, you admit you work closely with shippers so that items are delivered to standard; but when I tell you multiple times that this item was delivered outside the secure parcel locker in my building, suddenly the relationship with your shipper is fraught and you can no longer work with them. Additionally, if you're working so closely and care so deeply about delivery standards, why don't you care when I tell you there's photographic evidence of the item being delivered outside a secure zone? You work so closely with shippers, but once the item is delivered incorrectly, suddenly the relationship is gone and it's all but impossible to retrieve my package? 

  Moreover, the quickest resolution for you is to offer me a dress that doesn't even fit? What should I do, lose weight before the wedding because you can't help otherwise? 

  Finally, you're happy to resolve any issues AFTER I receive the dress I had to reorder? And spend now totaling $570 on with the entire process? So you're happy to resolve the issue when I have a dress in hand and you don't have to deal with me anymore?

  
  Regards,
  
  *************************

  Business response

  08/23/2024

  Hi ******, 
  We do not have a storefront, so we offer our optional Home Try-On program to allow customers to try on our garments in the comfort of their own home. Each dress costs $10 to try on (this cost goes toward cleaning and maintenance of the try on dresses), and you can choose how many dresses to try on. 
  

  We work closely with our shipping partners, since they are the ones who physically place/deliver the packages.  There has not been any mention of a fraught relationship with a shipper.  We simply mentioned that after a certain timeframe, the odds of locating a missing package decrease.  We have already been in touch with ***** regarding your shipment and have filed a claim. 

  You mentioned concerns with the dress quality - that the dress is cheap and material is not flattering.  It is difficult for us to address any concerns like these when the item has not been received.  As previously stated, after you confirm receiving the dress, we are happy to address any quality concerns you may have.  We are actively working on your delivery issue. 
  
  Please note that once a chargeback has been opened, a refund cannot be issued until the chargeback is resolved. 

  Customer response

  08/23/2024

  Complaint: 22170072
  
  I am rejecting this response because:

  A) you require folks to try on three dresses for shipping to be complimentary. Otherwise, with shipping and taxes, its more than twice the cost. Dont even try to pretend its $10 when its not.

  B) Your store associates mentioned on my call that ***** tells customers their lost shipment can be refunded but that ***** is not telling the truth. Go back and listen to the call if you recorded it.
  

  C) I tried on the dress before, so I know what the quality is like. You know that given its referenced above. 
  

  D) The chargeback will remain given youve made it clear I will likely not be refunded. Im getting my money back and you missed your window of trust to refund.
  
  Regards,
  
  *************************

  Business response

  08/27/2024

  Hi ******, 

  Our systems do not allow a refund to be issued when a chargeback is open on an order.  We will go through that process. 

  Customer response

  08/29/2024

  Complaint: 22170072
  
  I am rejecting this response because: Your customer service rejected a refund multiple times, so I was forced to enact a chargeback. I'm happy to reverse if you commit to a refund.
  
  Regards,
  
  *************************

  Business response

  09/04/2024

  Hi ******, 

  Again, we are truly sorry this has been such a disappointing experience for you.  Not being able to issue a refund when a chargeback is open is a system limitation, not something that we are able to override.  Fortunately, I just checked on this order, and the chargeback has not come through on our end so I am issuing a refund for the dress.  You will receive a confirmation email shortly providing you with the details.  Please note, it can take up to 3-5 business days for the funds to appear back in your account/on your card. 

  Wishing you the best.

  Customer response

  09/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *************************

• Initial Complaint

  04/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered the at home try on dress and it fit perfectly so I purchased the dress in the same style and size. The dress I purchased came and fit nothing like the dress I tried on. The cups were huge. So big that the chest of the dress caved in with a huge line since my b**** couldn't fill the *** size cups. Unbelievable! Why offer an at home try on when the dress you buy fits nothing like the one you tried on and loved?! They offered me a refund if I sent back the dress. However my sisters wedding is less than 2 months alway and I will never get another dress in time so they basically screwed me and I will be having triple D b**** on my sisters wedding day and give a speech and complete other maid of honor duties in a dress that doesn't fit me and that I hate. I couldn't even get it altered to fix it because they can't put smaller cups in they can only put more cups in to try and fill the space. I am sooooo upset with this company and will never recommend it to anyone. I'll be sure to let everyone know to never use this company because it is so unreliable and so expensive for getting a flawed product. Unless I get a complete refund I will never stop sharing my horrible experience.

  Business response

  04/18/2024

  Hi ******, 

  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 ***************** 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.  

• Initial Complaint

  12/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello. I bought a bridesmaid dress from Revelry on 6/5/23 (rust colored dress in photos). Prior to this purchase, I paid to try on dresses and tried on the exact style/size I bought (light pink dress in photos) - the try-on dress fit PERFECT except the length (which is not surprising because I am 5'2"). The wedding date was 9/2/23. The standard timeline was too close to the wedding date so I decided to paid for rush shipping as I knew I would need time to get the dress hemmed. Rush shipping = $56.70 + Dress = $189 + Tax = $10.20. The dress that arrived looked nothing like the try-on. The breast cups were crooked, the cowl/ruching looked completely different (I told Revelry that I felt like this was because there was too much extra velvet overlaying the slip underneath) and overall the dress fit way looser even though it was supposedly the same size as the home try-on dress (I didn't lose any weight). I tried to work with Revelry: their solution was returning/refunding the dress (this wouldn't work because I wasn't about to not stand up in my friend's wedding) or ordering in a different color/fabric (this also wouldn't work because the bride specifically chose that color/fabric). In the end I had to pay $160 to have the dress altered and opted to not fix the cowl even because of the cost (this does not include the cost of what I planned to pay to have it hemmed). The tailor confirmed that the dress that was shipped to me was labeled the same size as the try-on but was most definitely 2 sizes bigger. I tried to tell this to Revelry; they claimed I never said the dress was too big. This is not true. They say a size 0 is a 24" waist, my waist measures 25". I don't understand how the dress needed to be taken in at least 2 inches then. Now Revelry is ignoring my emails. I want Reverly to have to play for the *************** want an additional discount off the dress/rush shipping as the dress still doesn't look how it was supposed to and I have wasted so much time/stress.

  Business response

  12/28/2023

  We have been in communication with this customer since July of this year (2023).  All emails have been attached.  From the photos provided by the customer, there is no visible difference in the dress they tried on versus the dress they received.  We did address the concern about the bra cups, and while we typically offer a 25% refund for this issue, we issued a 50% refund as a sign of good faith, since the customer seemed unhappy with aspects of their dress (that again, we could not validate as being production issues).

  The customer was still unhappy and began using inappropriate language.  At that point, our agent said they were no longer comfortable with the exchange and that their case was closed. The customer continued replying, and our agent once again stated that the 50% refund had been issued and the case was closed unless the customer could provide the requested photos to address their additional concerns.

  The customer continued emailing asking to speak to a supervisor, and our agent replied "Any decisions regarding refunds have been made with the oversight of the manager and director, in accordance with our stated policies so we will not be escalating this issue further. We are happy to have made the 50% refund for you."  The customer continued to email.  The Director of our Customer Experience team replied to the customer stating that they re-read all communications and that they had approved the 50% refund, when typically only a 25% refund would have been issued. Our director also issued a 50% refund on the rush fee paid by the customer, meaning they were refunded 50% of the total paid, which they specifically asked for in an email they sent on August 16, 2023. It was reiterated that the customer's case is closed unless they can provide the additional photos that were requested. 

  While we never want anyone to have a disappointing experience with us, we have done everything we can to accommodate this customer, and we have explained that multiple times.

  Customer response

  01/02/2024

  Complaint: 20960986
  
  I am rejecting this response because: there are honestly multiple reasons. The main reason is due to the way I have been treated by this company; it's an unacceptable way to treat a customer, period, and I have not adequately been compensated for the money or time that I have lost due to their mistakes. My waist size measures 25" and I ordered a size 0. Revelry states that a size 0 is for someone who measures 24" in the waist. The dress that was sent to me was loose, which I reported in my initial complaint, even though Revelry tried to claim that I didn't. The "try-on" dress that I did weeks before to find my right size/fit was not loose so I knew this did not seem right. Never mind, the dress should have been snug on someone with a 25" waist when it's made for someone with a 24" waist. The tailer that I brought it to had to take it in about 2 inches and looked at the photos of the try-on dress and the dress that was sent to me. The tailer confirmed that the dress he was taking in was 2 sizes bigger than the try-on dress just by looking a photos.  The Tailer also said that in order to make the cowl look like the try-on dress that he would need to completely take the top a part and remake the top. I opted to not do this as this dress was already costing me SO much more than I wanted to spend but in the end the cowl is still not how it was supposed to be so that's extremely disappointing and frustrating. I told this to Revelry. Revelry claimed that I never said the dress was loose (but there is proof of that in my initial complaint) and asked for photos knowing that I had already brought it to a tailer at that point and was unable to take photos of the dress inside out with a tape measure. Had this been asked for these photos initially after my first complaint when I said the dress fit too loose, I would have happily complied. It's not my fault that Revelry could not read my initial complaint in detail and ask for any information that they needed right away. Also, I sent photo proof of the ********************* stating it needed to be taken in and Revelry had my waist measurement, how is that not proof enough?! I also asked Revelry several times to please tell me how a dress that's listed as 24" in the waist would need to be taken in multiple inches when my waist measures 25". I deserve a response to that question but I have been completely ignored several times. I assume this is because they know they sent the wrong size dress and don't want to admit that a size 0 dress shouldn't have had a wait that measured like 27" instead of 24". Had the dress fit like the "try-on" dress, I would NOT have needed to pay to get this dress taken in at all. It cost me $160 in tailer expenses, I would NOT have had to pay this at all had Revelry sent a dress that was the same size as the try-on dress (not to mention, the cowl never even got fixed so the dress is still defective). Reimbursing me for half of what I paid is $128.75 which doesn't even cover the $160 that I would not have had to pay (not to mention the time and stress this all cost me). I can understand that mistakes happen, what I don't like is when people don't own up to them and make it right. I should be reimbursed AT LEAST $160 in total as that's the cost of Revelry's mistake and should not have come out of my pocket and then I should be reimbursed 50% of the remainder of what I paid as the dress is still defective/due to the fact that they send a defective dress in the first place. That is a what I feel would be right and what a good customer service team would do.
  
  Regards,
  
  ***************************

  Business response

  01/09/2024

  We are truly sorry to hear that this customer is still unhappy with their experience.  Based on the photos provided (attached), there is no discernible difference between the dress that was received to try on and the final sale made to order dress that the customer purchased, much less any diifferences that suggest a sizing or production error.  The concern that we could validate regarding the bust cup was addressed, and the customer was issued a refund in double the amount we normally offer. 

  The form filled out by the customer did indicate "too much fabric" in the cowl and middle of the back.  Again, because this was not evident in the photos provided by the customer wearing the dress, we requested additional photos that the customer did not provide.  After inappropriate language was used, we explained that the case was considered closed.  

  Customer response

  01/12/2024

  Complaint: 20960986
  
  I am rejecting this response because: I have asked several people and all have said the dress that I received looks looser in the photos, without being promoted. Revelry thinking that it doesn't look looser is their opinion. Revelry admitted that I complained (in my initial complaint) that it felt loose compared to the try-on dress so how is it my fault that you didn't initially ask for measurements of the dress inside out. Had I been asked for this information initially, I would have complied. Also, clearly, since the bust cups were crooked there was little attention to detail when making the dress so it is very valid that the there could have been other mistakes during production. Also, I didn't call anyone a bad word. I have free speech. Revelry could have asked that I not use "inappropriate" language and I would have complied. That is an excuse to be able to ignore me (which Revelry did ignore my emails and calls several times). Lastly, I reject this because once AGAIN my question has been ignored. I would like to know how it makes sense that a dress would need to be taken in several inches when my waist measures at 25 inches and Revelry's sizing chart lists a size 0 as 24 inches. That does not make logical sense at all had it been sent in the correct size. So it's standard practice then to list a dress as being 24" inches but actually make it around 27"??
  
  Regards,
  
  ***************************

• Initial Complaint

  11/06/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Company claims to be custom so that they can deny returns, however, you chose between set sizes that are present in most stores. For example my custom size was 12. They are no measurements to enter and this is solely so they company can scam customers. Two individuals from our bridal party ordered dresses in May 2023 and neither of us have received these dresses. The wedding occurred this past weekend and we had to purchase from another company. I believe they are fraud.

  Business response

  11/07/2023

  Hi ****, 

  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 (see attached screenshot).

  Our team has been in communication with you since June of this year (emails attached).  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 
  785908928343, 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.  This order is not eligible for a refund. 

  Customer response

  11/15/2023

  Complaint: 20831163
  
  I am rejecting this response because: The only reason that I asked for a cancellation is due to the fact that you lost the Maid of Honors dress and claimed it could not be made in time for the wedding. ******* then refunded her for this purchase, something that was stated as impossible to me. As you should understand Bridesmaids tend to match and it was your company that caused us to have to find new dresses. Since I asked for a cancellation you placed my dress on hold and refused to ship in time for the wedding, forcing me to purchase elsewhere as the wedding could not be postponed simply cause you refused to ship my dress in time when ordered 5/4/2023 and the tracking 
  
  Regards,
  
  *******************

• Initial Complaint

  10/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased the Bardot dress in ******* (613) in a size 22 due to the fact that not only is your size chart on the site inaccurate but because I was told by customer service this was my size with the measurements I gave them. My usual size is a 12, which I thought was strange. I received the dress and it was extremely large. I could get into it without zippering it, the busy went down to my belly button. I attempted to call customer service and requested to get a new dress shipped to me in my correct size. Please see email thread above. Nobody was able to help me. This was not what I expected from a company like yours.Today, I went to go get alterations since the wedding is on 12/3/2023 and my tailer has to take my dress in 6 sizes which cost me more than the actual dress. All the bridesmaids in the wedding had to take their dresses in 4-6 sizes. This isnt accurate advertisement. Once I get my dress back from the tailor, I can send you proof of receipt and I am requesting a reimbursement from alterations.

  Business response

  11/01/2023

  Hi *********, 

  We are so sorry to hear that you are disappointed in your experience with us. 

  For training purposes, our phone calls are recorded.  On August 30, 2023, you called and spoke with one of our representatives.  Based on the measurements that you provided to us, we recommended a size **************************************************************************************** the bust.  You stated that you wanted to go with a size 22 because you'd rather have more fabric, acknowledging that more alterations would be required.  Please note - the sizing of our garments is not always in line with street sizing, which is why we recommend using our chart.  

  Our quality assurance team investigated your concerns and was able to confirm that there was no production error; your dress was made correctly to the size 22 that was ordered. Regardless, wanting to help, we offered an exchange with a dress we have in stock. Because there was no flexibility in style, fabric, or color, we were unable to help. 

  Because you ordered a size we did not recommend and acknowledged that alterations would be required, we are unable to offer any kind of refund or reimbursement. 
  

  Customer response

  11/07/2023

  Complaint: 20787942
  
  I am rejecting this response because: it does not matter what was stated in the call because I was told by your CS representative that this is the sizes on the size chart. Your size chart is inaccurate. This is where the issue is. Obviously, a customer thinking the size chart is accurate and trusting your trained CS reps advice I went with the bigger size because dresses can run tight, but not 10 sizes. Your size chart is falsely advertised. I am requesting a full refund of the dress or the amount in total of alterations. 
  
  Regards,
  
  *************************

• Initial Complaint

  06/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We ordered two bridesmaids dress based on the measurements on their website. Once we received our dresses we immediately tried them on and they were way too big. We contacted the company and instead of apologizing and having great customer service we received an email where they asked for pictures and more measurements. We then proceeded to give them pictures and measurements and a picture of the bill from the alteration company showing how much we had to pay to have the dresses corrected and still have not heard a thing from them. Weve paid hundreds for these dresses and the alterations and have heard nothing back from the company.

  Business response

  06/23/2023

  Hi *********, 

  I am so sorry for the confusion.  It looks like our QA team member emailed ******* on 6/8/23 asking for some more details/photos, but we did not receive a reply.  If ******* can reply to that thread, we can continue investigating this concern. 

   

  All our best,

  Revelry 

• Initial Complaint

  04/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On January 29th 2023 I purchased a bridesmaid dress from Revelry. The cost was $11.99 for shipping and $189 for the dress. It arrived April 20th at which point I had found out I am pregnant. I tried the dress on and realized it would not work now because I will be 8 months pregnant. I reached out to the company to see what my options were and I was assured they could make an exception. I responded asking about my options and waited 6 days before reaching out again and then got a response. I was told I could send the dress back and cover shipping. They would inspect it and give me store credit in a few weeks. At this point I would need to pay for rushed shipping (*****) because of the week wait for a response and the time they need to receive and inspect the dress. I was looking for the option of a refund in the meantime while they wait for the dress so I could reorder, this way I would not need to pay rushed shipping but the company would not allow that. I would have no problem sending the product back and paying normal shipping, but it was the companies fault for the delay and their policy for the second delay. As an unexpected medical reason has come up I would like a refund for my product now that the company has made it an extremely difficult and ****** expensive process to work with them.

  Business response

  04/28/2023

  Hi *******, 

  
  We are so sorry to hear that you have been disappointed in your experience with us.  In reviewing your email communications with our team, we have not been able to see any delay in response time that would significantly affect the expected ship date of a new dress. 

  
  4/22/23 - Customer sent their first email (Saturday, outside of our business hours)
  4/24/23 - Revelry 1st reply offering exchange when dress is returned; customer replied with some questions.
  4/27/23 - Customer sent a text message to follow up 
  4/27/23 - Revelry replies, apologizing for delay due to high volume (3 days)

  
  We understand that being part of a wedding is both a tremendous honor and responsibility; and we also understand that pregnancy-related fit issues can be unexpected, and we like to help however we can.  As explained throughout the checkout process, our dresses are final sale.  We see that our team did offer an exchange for a dress we have in-stock at our office or a store credit that could be used towards the purchase of a new dress.  Our made to order business model allows us to offer a wide variety of styles, fabrics, colors, and sizes, but this also means we are unable to keep everything in stock.  We are happy to take another look to see if there are any other options that *** work for you,  if you have any flexibility with the dress (color, fabric, or style).  In order to offer an exchange or a store credit, we do require that the dress be returned to ** so we can inspect it to ensure it is in perfect condition. 

  Customer response

  04/28/2023

  Complaint: 19991235
  
  I am rejecting this response because the changes needed are out of my hands. As you did have one option: sending the dress back and then getting store credit that would now put me in the position needing to pay rushed shipping, it is not fair that your company required me to pay for the rushed shipping because of the slow response time and having no flexibility in me paying for a new dress and doing a refund upon arrival of the dress in good condition
  
  Regards,
  
  *************************

  Business response

  05/05/2023

  Hi *******, 

  We are sorry that you are not satisfied with our offer and response.  In looking into your correspondence with our team, there was no delay in response time.  As explained previously and throughout the checkout process, our dresses are made to order and final sale.  Typically we are not able to offer any recourse in the event of a size/fit concern, but in your case, we were happy to make an exception by offering you a store credit once your dress is received and inspected.  Additionally, in the last email from our support team, we offered to send you a pre-paid return shipping label to make the return process easier for you.  We truly want to help, and we have provided steps to do so. 

  Customer response

  05/05/2023

  Complaint: 19991235
  
  I am rejecting this response because as I explained I have spent a lot of money for a product that will no longer work for me and I am not willing to pay over $50 for shipping that isnt guaranteed to be here on time for the wedding. I have spent a lot of money and now time dealing with a company who is neglectful to customers and I am not happy with the product or service
  
  Regards,
  
  *************************

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