BHLDNReviews 80

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.

Awful store they will refund after a month and after they don't even give you money back- don't buy here

BHLDN could not care less about their customers. They misrepresent what items they have in stock and don't inform you when they back order your wedding dress that you paid expedited shipping for you, so it ends up being a surprise you may or may not find out about that your dress isn't coming in 5 more months. Customer service does not care. No one will reach out to you. Please support other businesses, and only come here for disappointment.

I swear it's built into their business model to make money off of shipping costs while you try to find a dress that fits. The dresses run so much bigger than their sizing chart says. I don't know how you mess up measurements that bad. Feels so scammy. Also material feels cheap af

Ordered a ready-to-ship dress that estimated 1 week shipping time. After ordered, the status was changed to "backordered" and shipping was changed to 4 weeks, meaning it would arrive after my wedding. So I found the same dress online elsewhere, secondhand for half the price. I wanted the belt or sash from BHLDN to make sure the color would match. I was assured it would be quicker shipping and arrive on time. So like an idiot I ordered again… this time my package was lost. Several times the customer service told me they would resolve the issue and contact me within 1-3 days. Every time, I had to reach out and initiate communication to follow up. I finally got my refund. I absolutely do not recommend this company. Sure the dresses are pretty but it is not worth the hassle of dealing with their $#*!ty shipping services. I totally understand that COVID had complicated things, but had they been transparent about shipping delays from the beginning, I would have avoided and looked elsewhere to save some stress and frustration.

We had a wedding dress appointment over the weekend. Shop was pretty quiet. We arrived on time and were excited to watch our sister try on beautiful dresses. Our sales rep was decent and accommodating but the other sales women in the department were RUDE, SNOTTY and OBNOXIOUS. There were 2 other sales women walking around that insisted on walking just where we might be looking at a dress, rolling their eyes at us - i guess because we were actually looking at the dresses hanging on the racks and maybe even - oh my - touching them?! One of the ladies actually even asked us to SIT DOWN in the seats and presumably NOT LOOK AT DRESSES that we were there to maybe buy? TOTAL RUDE and UGLY sales ladies. Thank goodness my sister chose a $1800 dress from a different store and we didn't spend a dime there. So sad that young working women feel the need to behave this way. So so very ugly. I will never be back and make sure that all my friends know not to shop there as well.

We had a one hour appointment and we were rushed, we only tried on THREE dresses
And all the saleswoman
Would ask is if we were saying yes to the dress! When I asked her if my daughter
Might be able to try on just one other veil (she only had one offered) she was in the
Middle of writing a sales slip! We weren't even done! She told my daughter she only
Had two hands. WOW we went to another bridal shop in town... awful

BEWARE THE FINE PRINT. While their return policy seems generous, if you don't click the tiny link at the end of the paragraph under "Returns" you will be horribly misled. DECEPTIVE wording.

Here is their return policy:
"Our hope is that you are completely satisfied with your BHLDN purchase. If you aren't, we are happy to accept your return or exchange; please keep in mind that merchandise must not be worn, washed or altered, and must be free of stains, pet hair, floor debris, and pin marks.

Merchandise must have all tags attached and be returned in original packaging. Most items must be shipped back to us and cannot be returned to a store. Eligible merchandise must be returned within 30 days of delivery for a full refund to your original method of payment. We offer free returns for any US order! View our complete return policy and/or start your return online here."

If you don't click "here" you won't understand that anything ending in $. 99 cannot be returned. Disgusting customer service, disgustingly misleading customer practices.

If I could give 0 stars I would! I'm getting married in May. I began the process of searching for my rehearsal dinner dress in JANUARY. I tried to purchase my favorite dress, but within that day, it was not available on the website. I orders a different dress. It arrived and fit awkwardly (My body type can fit into most any style dress). Within 2 days, the first dress that I liked was back online. I went directly to the store and did an exchange. I had to order the other dress and was advised it was on back order until April 17th. I looked online after that date and it was pushed to April 29th. I looked a 3rd time, now in MAY, and it stated, "has yet to ship"
I called and was told the ship date was now June 9th. I asked to cancel the order. Was told it would be store credit because, during the initial exchange, they credited as a gift card rather than my credit card. Now I HAVE to get a dress from this place. I call customer service again and LILY, who was somehow given a "supervisor's" designation was abrupt, rude, unprofessional, and demeaning. If I had a nickel for how many times she said "there is nothing I can do." While also talking over me in simple conversation. Infuriating. Meanwhile, I'm dealing with this since January as a bride and now have weeks before my wedding. Apparently now I have to wait 3-5 business days to make another order because I have to wait for my e gift card. The dress I want to order has 2 sizes left! Who spends $500 on a dress with THIS KIND OF SERVICE?!?! No wonder there are 6 times more bad reviews than good. Side note: the fabric of the dresses are similar to Express. And the price is quadrupled. This place is a bride's nightmare and not worth the astronomical cost.

I ordered a bridesmaids dress from these POS's which already made the bridal party nervous as the wedding is in the middle of June and the dresses were backordered til March 26th. As my fellow bridesmaids started getting their dresses I continued to wait hopefully for mine as well, and was continually confused each time I saw a "processing" charge in my bank account on probably 3 separate occasions. Each time I was waiting for it to go through as there was plenty of money in the account each time. Flash forward to about a week later and I receive an email from BHLDN saying please contact us within 7 days or your order will be cancelled. Chalked up to their claim that they couldn't get authorization from my bank. An issue I have never experienced with Bank of America ordering from far sketchier websites. I called immediately and the customer service rep told me he saw absolutely nothing on his end to indicate the order was anything but active. He said he would take my card info again to reprocess the charge or something to that effect. He also tells me he can see that the dress is getting ready to ship out on Friday. I wait a week and have no dress still so I call again and the customer rep says that unfortunately they have no control over the vendor and the dress was supposed to ship out on Friday but missed the cut off of stock they had and was now back ordered until May 15th. At this point I am giving up on ever seeing this dress. Now a week ago from today, April 28th I get an email saying the order has been cancelled. I call and the person informs me that they tried to charge the account multiple times, giving me the dates through the past 3 months, and one time it got approved and was ready to ship and then when they went to process the charge again it was declined and then declined another time, which makes little to no sense, I know. I obviously, screamed at the person, not because it was his fault but because I literally have never been so bamboozled by a company and because when i went to just simply reorder the dress on a different card it now has a back order date that it ships out on June 1st. I am $#*!ing pissed and if this company was a person I would deck them. Absolute trash. Never order from these awful, garbage losers.

Terrible with no answers from customer service. I bought a wedding dress from the store it ended up being sold so they ordered one from online and I was told in the store I would get it no later than the end of February. That was a lie. They had no idea when I would be getting it. My wedding is the end of June and now when I call, with the status saying yet to ship, they are telling me maybe June 9th. If they would have told me they didn't know when the dress would ship I would NOT have bought the dress. I would not recommend buying a dress from this place. I am honestly devastated. I have lost all hope I will get the dress.

I wish I had read these reviews before placing my order! My experience is very similar to a lot of others: A company that claims to ship internationally but has no idea how to do that successfully and the WORST customer support I've ever encountered.
I live in the UAE and have been finding it incredibly difficult to find a dress for my wedding so when I found BHLDN I was so excited! Not only did they have beautiful dresses but they had them in my size! I had one great virtual consultation and then proceeded to place my order. For some reason the online order wouldn't process so I was told to ring customer service (International calling...)
The lady on the phone struggled with my accent (I'm form NZ) but eventually we were able to get the address down and the order went through no problem!
A few days later I check my shipping status to see that there is an issue-a missing commercial invoice-a pretty important document for international shipping. I didn't think much of it as I assumed UPS would contact BHLDN as it's their error. A week later and I receive an email stating the dress had been returned. So then began the never ending calls and emails to BHLDN's 'SUPPORT' team. No one could give me answers but they suggested I try calling UPS to find out the problem... another international call.

What I came to realise is that the lady on the phone (remember her? She couldn't understand my accent) Put down Abu Dhabi, AZ as the address. Now I'm no expert in American geography but pretty sure Abu Dhabi is NOT in Arizona! So essentially there was no commercial invoice because the address taken down was Domestic not international... FML.

At least they're giving me a full refund-shipping costs included. However it has been a horrific experience dealing with their USELESS support team.

They sent me the WRONG size dress. I sent it back and two months later they have yet to send me a refund. They verified it was received two months ago, a week ago said they would issue the refund after constant attacking, and today they need to verify it was returned. Absolutely bonkers how they are in business.

Word to the wise: don't rely on BHLDN for your wedding party dresses. I'm one of four bridesmaids and while we all ordered our dresses 6 months ago, 3 of us had a rough time getting our dresses. While one of us got their dress with bad stitching, 2 of us (myself included) kept getting backorder notifications. Finally, once my first backorder date arrived, I called customer service to see where my order was. They told me it was on backorder again. So I wait for the second backorder date to arrive a couple weeks later. This time, they say the dress is out of stock. So I ask if there is anything we can do to get the dress as I am a bridesmaid and it would look odd if I don't match the others. They tell me they can arrange it. A couple more weeks go by, I get a cancellation notice. I call customer service. Again, they tell me it's on backorder again. This time I asked to speak to a supervisor. The entire time the CS rep tried telling me it was on backorder then when I explained to them I understand how these sites work and cancellation notices don't just get sent out, they changed their story. This time the dress was completely out of stock and I have no choice but to pick another dress. Too bad the wedding is at the end of this year and all of their dresses are on backorder! Do yourself and your bridesmaids a favor and do not order from these guys. If you're set on their designs, go to Poshmark. This was a rough experience to say the least and not one I would ever choose to go through again.

So disappointed. Ordered 2 dresses for my daughter for my nieces wedding for fit. Picked Express 2 day shipping. One dress arrived 7 days later. The second dress arrived 3 months later. Return policy is 30 days. Couldn't return one because we needed one for the wedding and the other hadn't arrived. The second one arrived in June (wedding in July) and it was better fit. Returned the first one which was past 30 days but they don't take into consideration that they didn't deliver the total order in a timely manner. I sent the dress back but they will not issue a refund and won't return the returned dress to me. Hmmm... seems like stealing. Great business model. Probably reselling the dress. Disputing with my credit card company. Please don't shop at BHLDN if you can help it. Their customer service is sub par. Seems as though they are trained to be difficult and not service oriented. The employee I spoke to was rude and unhelpful. Incredibly disappointed and lost $310.00

Ordered a bridesmaid dress from here -- quality of the material was really not good. Customer service is awful. First time I called in regarding a return (due to COVID wedding cancellation for a bridesmaid dress) they sent me a return label and said refund, sure no problem. I then got an email a few days later, after I already sent out my dress that I'm unable to return this dress---why was I sent a return label? And why was I told this after sending my dress out already? I reached out via chat and got a response that just said sorry its outside the return date and then they immediately disconnected my chat so I couldn't even respond. Started a new chat to explain the situation yet again and was told "not sure what you're trying to argue here it can't be returned." Meanwhile they have my dress. Will never use them again.

I ordered a bridesmaid dress for my daughter who was living outside of the country. When she returned and tried on the bridesmaid dress it was too small. It hadn't been worn and the tags were still on it. The company refused to exchange the dress for a larger size because it was past the 30 day deadline. The employee I spoke to was very rude. The dress cost $250.00 and I was told that I would just have to order a new one and they would not let me return the old one. Never shop here!