⭐☆☆☆☆
I really wanted to love this company because their designs are absolutely stunning, and the outfit I eventually received was beautiful. Unfortunately, the customer service experience was so frustrating that I won’t be ordering again.
I placed my original order at the beginning of May. Toward the end of May, I was informed that the outfit couldn’t be made because the fabric had been discontinued. While I was disappointed, I appreciated the honesty and chose to exchange my order instead of requesting a refund. I asked if my order could be applied to an upcoming pink celestial/star set they had previewed, and I was told that would be fine.
Weeks went by without the outfit I requested ever being released. On June 26, I reached out for an update and was told I had store credit and could order a pink starry sky set. However, this was a different outfit than the pink celestial/star set I had originally asked to exchange for. At that point, with Lost Lands getting closer and still not knowing when the outfit I actually wanted would become available, I decided I couldn’t keep waiting.
On June 29, I politely asked if my order could instead be refunded to my original payment method since the replacement outfit I had requested still wasn’t available. I followed up again on July 1, July 7, and July 16. I never received a response to any of those messages.
After weeks of being ignored, I felt like my only option to avoid losing my money was to use the store credit. On July 20, I ordered a different outfit from the shop, which actually cost more than my original order, so I ended up paying even more out of pocket.
I want to be clear that I don’t think the quality of the clothing is the issue. The outfit is gorgeous, and the craftsmanship is exactly what I hoped for. My disappointment is entirely with the customer service. If a company can’t fulfill an order, customers should either receive the replacement they agreed to in a reasonable timeframe or be able to get a refund. Being ignored for weeks after multiple polite follow-ups was incredibly frustrating.
I genuinely wanted to continue supporting this brand because their designs are unique and beautiful. Sadly, after this experience, I don’t feel comfortable taking the risk of ordering again.