I ordered a custom size, made-to-measure dress online for my wedding and they completely screwed up my order. The dress arrived and the measurements were way out from what I submitted. The waist was 2cm too big and the length was 10cm out, not at the bottom of the dress, but through the torso, meaning that the waist was far too low and it was huge in the shoulders so the sleeves were falling off me. Basically, the whole thing hung completely wrong and just swamped me. I'mbabsolutely fuming about it, since my partner and I were really careful when taking my measurements, we double checked them all and watched the guidance video on their website at least twice to ensure we'd done it all correctly.

When I complained to the company, they sent me an unbelievably aggravating fob off response, claiming that because it was a custom order they don't do returns or refunds and that they'd used the measurements I'd sent them. They then attached photos of the dress being measured in the factory showing the tape measure to "prove" that they'd used the measurements I'd submitted, but one of their own photos showed that their hollow-to-hem measurement was 10 cm longer than what I'd put on my order! I've responded to point this out to them, and I've sent them photos of my own measurements of the waist of the dress, which clearly show that it's a good 2cm bigger than what was submitted on my order (I can literally get my whole hand inside the waist when I'm wearing it, there's so much extra space!). I've also pointed out that under the UK Consumer Rights Act 2015 they are obligated to compensate me, as they evidently haven't provided the service that was agreed on or paid for. Still waiting for an adequate response.

One thing which illustrates how dodgy they are as a company, is the fact that they have no formal complaints procedures or policy for rectifying mistakes or faults with orders anywhere on their website, making it incredibly difficult to lodge a complaint to them, get a proper response or any recourse if they screw up your order. The closest I was able to do was to submit a "feedback ticket", complain to someone on their live chat (who fobbed me off to another department) and post a review on the web page for the dress in question (this is still being "processed", so I suspect they won't post this on their website, as it's negative).

The utter contempt with which they hold their customers is evident in the insultingly generic, copy and paste responses they've given every negative review on Trust Pilot, which show that they haven't bothered to take the time to read them or respond properly to the individual cases mentioned.

They haven't even had the decency to apologise to me for the considerable distress and inconvenience they've caused, given that with less than two months to go to my wedding, I now have very little time to try to get this dress altered to fit (which, if even possible, will cost a fortune) or to order another dress, which would also almost certainly need alterations. I'm absolutely fuming. Avoid them like the plague!

Good quality and when I ordered the wrong size they made sure to change it quickly so I got the right ones

Beautiful dresses and being able to try out at home was great gorgeous wedding shoes also