Pronovias Anmeldelser 31

A fuir ; commandé robe en février pour mariage en septembre donc très en avance un mois après on décide de changer de voile (accessoire) impossible on ne peut pas revenir sur la commande alors que le mariage est prévu qu’en septembre la résponsable ne veut rien savoir j’ai appelé la direction pareil impossible de changer ! Très mauvaises relations commerciales ! Aucun savoir etre je vais avec ma belle fille pour voir la robe à l’essayage car elle me faisait la surprise de la découvrir ! Énorme la fille arrive avec la robe au bras même pas dans une housse même pas cachée ! C’est décevant ! Aucun savoir faire ! Le seul point positif les tarifs sont raisonnables mais le reste y’a rien … c’est nul !

Expérience catastrophique
Service client médiocre, un rendez-vous de la précipitation car d’autres clients attendent. Aucun effort de conciliation et je ne parle de l’absence de toilette et de boisson qui rendent l’expérience fort désagréable.

Quelques exemples :
> J’ai commandé une robe le mardi à 18h, et appelé le mardi à 9h pour l’annuler. Alors que la robe n’avait pas été commandée, ils ont refusé d’annuler la commande.
> j’avais évoqué la modification de la robe au niveau du dos, aussitôt facturée alors que je ne souhaite pas cette modification et qu’elle ne fera pas faite.
> un turn over important donc un personnel différent à chaque fois.

Bref, à fuir

Impossible to call Bond Street location. Tried multiple times and no one answers phone. All agents are currently busy message. Saw a dress I wanted to buy for my daughter but after reading so so many horrible reviews and experiences have given up.

A very disappointing experience, if this is the flagship store I dread to think what the others are like. Don’t go to to the Bond street store unless you are a VIP. We were a party of 5, including the bride, and were all appalled with the experience.
Seems the store only hold size 12? dresses, despite being asked your size on booking the appointment - no use for a slightly curvy beautiful bride (They seemed smaller than a normal street size 12) Why ask the size of the bride if you’re going to ignore it?
Not all favourite dresses pulled for trial, despite promises to the contrary, bride was so overwhelmed that she didn’t realise till we had left the store and she had calmed down.
No short veils are held in store
Not enough chairs - don’t book so many appointments if you can’t make clients comfortable
Our assistant was new so had to disappear for long periods to get answers to questions, but manager couldn’t be disturbed as she was with a VIP client - you can imagine how our bride felt to be told that!
The Mother of bride had travelled from Italy and bridesmaid from Canada especially for this appointment, I was ashamed of the service. These dresses are hugely expensive, not unreasonable to expect top quality service for all.
This was the first bridal store visited by the bride, who had set her heart on one dress which she couldn’t even try because of the sizing. What should have been an incredible and exciting experience was upsetting, uncomfortable, disappointing and left our bride disillusioned and in tears.
I have since read other reviews which indicate this is not uncommon so Pronovias - take note and pull your socks up! You are too big for your boots, shame on you.

Too much to type this was the review I left My first event bridal dress shopping experience at Pronovias was an absolute nightmare. I expected a welcoming and professional environment, but instead, I was met with an overwhelming sense of disappointment. The behavior exhibited by the store's director, Tammie, was particularly appalling, given her role within the establishment.

From the moment I stepped into the store, it was evident that no effort had been made to create a warm and inviting atmosphere. The Stereotyping and unwelcoming ambiance set the tone for the entire experience. It was disheartening to see that the store was ill-prepared for my appointment, despite making prior arrangements. This lack of organization was a clear indication of the store's disregard for customer satisfaction.

The attitude of the staff, especially Director Tammie, was far from professional. Instead of providing guidance and assistance, they subjected me to their own biases by suggesting more affordable stores and those catering to different sizes. This complete disregard for my preferences and potential purchase was both disrespectful and unprofessional. As a manager myself, I was shocked to witness such behavior from someone in a leadership position.

The lack of basic assistance was further evident when the staff failed to help me unzipper my dress. It was a struggle that left me feeling embarrassed and unsupported. This level of neglect and indifference towards customers is simply unacceptable.

To add insult to injury, Director Tammie herself engaged in body shaming, making inappropriate comments about my appearance. This behavior is not only hurtful but also completely unprofessional. As a manager, I understand the importance of creating a positive and inclusive environment, and it is disheartening to see a director exhibit such behavior.

In conclusion, my first event bridal dress shopping experience at Pronovias was a complete disaster. The store's sterile environment, unpreparedness, unwelcoming atmosphere, lack of professionalism, failure to assist with basic tasks, and body shaming from the director herself, Tammie, were all deeply disappointing. I strongly advise against visiting this store if you expect a respectful and supportive bridal dress shopping experience.

Il y a 5 mois depuis mon dernier message et RIEN N'A CHANGÉ ! Je suis profondément INDIGNÉE par mon expérience avec la boutique NICOLE TORINO, située au VIA NIZZA, 57 (angle VIA VALPERGA CALUSO, 2) à Turin, Italie, ainsi qu'avec leur maison mère, Pronovias GROUP, au Polígono industrial Mas Mateu, s/n, Apartado de Correos 155, 08820 El Prat de Llobregat, Barcelone, Espagne. Malgré les preuves fournies (annonce de décès, preuve de relation, etc.), le magasin refuse de me rembourser. J'ai dû accepter à contrecœur un bon d'achat, et même après plusieurs relances et un courrier recommandé à leur siège social en Espagne, je n'ai toujours pas reçu de nouvelles ni de remboursement. Cette absence totale d'empathie et ce comportement malhonnête sont scandaleux.

Nous sommes profondément INDIGNÉS par notre expérience avec la boutique NICOLE à Turin, Via Nizza, 57, dirigée par Mme Antonella. À travers cette critique, nous souhaitons souligner que cette boutique manque d'intégrité. Nous avions acheté une robe de mariée pour notre fille en vue de son mariage prévu à l'été 2023, mais malheureusement, son fiancé est décédé. Dès le début, après mes courriels et appels à la boutique, nous avons été assurés que la marque nous rembourserait sur présentation de l'avis de décès, ce que nous avons immédiatement fourni. Malgré cela, ils ont continué à demander des documents supplémentaires comme des factures communes et des preuves de leur relation, bien que notre fille ne vivait pas avec son fiancé. Nous tenons à souligner un aspect particulièrement inacceptable de cette situation : non seulement la boutique Nicole Torino, filiale de PRONOVIAS, a exigé des documents personnels, mais elle a également demandé l'acte de mariage civil, qui évidemment n'existe pas. C'est extrêmement déconcertant, d'autant plus que notre fille n'a pas pu se marier à cause du décès tragique de son fiancé. La somme considérable dépensée pour la robe de mariée, qui dépasse les €3000 et comprend trois séances d'essayage pour d'éventuelles modifications, doit être remboursée comme promis initialement. Tous les documents demandés ont été transmis intégralement. Nous déconseillons vivement cette boutique en raison de son manque d'honnêteté, de professionnalisme et de fiabilité.

I recently visited their flagship store in London. I feel compelled to share my experience as it was, unfortunately, far from satisfactory.

To begin with, I encountered difficulties with their website while attempting to log in and create a selection of dresses. Despite multiple attempts, I was unable to complete this process. Upon arriving at the store, I encountered further challenges during my appointment.

The attendant assigned to me insisted I try only one dress (the one I liked and tried in another store) in the fitting room, despite my expressed desire to explore more options. I found this to be restrictive, especially considering the importance of such a decision. Furthermore, the pre-appointment calls requesting details like size seemed redundant when I wasn't even provided the option to try on dresses with shoes, a crucial aspect of the bridal experience.

The limited selection presented to me was disheartening, and the constant insistence that there was no need to see more options was frustrating. I believe it is my prerogative to ensure I've explored all possibilities before making such a significant decision.

Additionally, I requested alterations during the appointment, but the attendant initially denied the feasibility of such modifications. It was only after I insisted on speaking to her manager that I learned alterations were possible at an extra cost. This lack of transparency and reluctance to accommodate my requests was disconcerting.

Moreover, the attendant's demeanour throughout the appointment was disappointing. She appeared disinterested, without suggesting additional accessories or offering any assistance or guidance on how to style the dress. I was even met with reluctance when I requested to try on accessories, which left me feeling disregarded and frustrated.
I expected more patience and enthusiasm, given the significance of choosing a wedding dress.

I paid £40 for this appointment, and unfortunately, it did not meet my expectations. I understand the volume of brides they may cater to, but I believe every bride deserves a positive and memorable experience.

Regrettably, I did not receive the attention and service I had hoped for.

A fuir !!! Suite au Covid : annulation de mon mariage. Aucun essayage réalisé, robe toujours a la taille standard Pronovias mais la marque refuse de me rembourser mon avance.
Je déconseille cette marque très industrielle et qui ne cherche qu’à vous arnaquer.

Do not use. Cannot tailor. Adds so much stress before the wedding.

I cannot emphasise this enough. Do not use. Most important part of the wedding is left to people who cannot tailor. My wife had 5 visits and they failed to do basic tailoring. This is not bridezilla we are talking about. Basic things your local dry cleaner would sort. In the end my wife had to fix it herself the day before the wedding when they couldn’t finish it.

To make up for it they offered 8% discount. What a joke.

Read the other reviews. This is common. Please trust me. Do not use.

Je suis sidérée par l’expérience que je suis en train de vivre avec Pronovias Toulouse.

Après un premier essayage j’étais encore hésitante sur mon choix de robe. La conseillère m’indiquant qu’il était possible de modifier mon choix jusque 6 mois avant le mariage, j’ai validé l’achat et j’ai payé l’acompte de 70% du montant total.

Je suis ensuite revenue à 2 reprises pour faire de nouveaux essayages restant dans le doute car je n'avais pas essayé un modèle qui me correspondait vraiment et lors de ma dernière visite j’ai eu un énorme coup de cœur pour une nouvelle robe.

Mon mariage ayant lieu dans 8 mois, j’indique donc que je préfère cette robe et souhaite valider ce choix.

On me répond alors que c’est trop tard car la robe sélectionnée lors de ma deuxième visite a déjà été commandée et que je ne peux plus me rétracter conformément aux conditions générales de vente que j’ai signé. Pourquoi dans ce cas me faire essayer une autre robe et pourquoi m’avoir indiqué qu’il était possible de modifier mon choix jusque 6 mois avant le mariage ?

Après vérification, cette date des 6 mois n’est effectivement pas indiquée dans le contrat de vente, mais étant en confiance avec la conseillère, je n’avais pas estimé nécessaire de vérifier au moment de la signature. Et sur le fait de me faire essayer une autre robe alors qu’il n’est plus possible d’en changer, on me répond que c’était pour me conforter dans mon précédent choix...

Ces pratiques commerciales sont plus que douteuses. J’ai été mise en confiance et ai été poussée à l’achat alors que si j’avais su qu’on ne pouvait pas changer la robe, j’aurai pris un temps de réflexion beaucoup plus long.

Je suis étonnée que dans un grand groupe comme Pronovias il ne soit pas possible pour eux de vendre cette robe de la nouvelle collection apparemment déjà commandée dans leur réseau.

Les deux options que l'on me propose aujourd’hui est soit d'en restant là en perdant mon acompte de 1800 euros soit d’acheter les 2 robes, chose impossible au vu du prix de chacune des robes !

Je ne vois pas où est la satisfaction du client dans cette histoire, ni la bienveillance ni l'humanité.
L'impact pour eux est minime, le mien est énorme: dépense de 2690 euros pour une robe que je ne souhaite pas... où comment rendre cet évènement heureux un cauchemar et mon mariage avec...

Do not use.

They do not fulfil their promises and gave me so much unnecessary stress before my wedding day.

They cost me so much money in travel to get to additional alterations because their team kept making huge errors in the tailoring.

They have complete disregard for your time and once left me waiting 50-minutes for an appointment without an apology.

There are so many other places to shop - go somewhere that cares and doesn't lie about their overpriced service capabilities.

LIARS AND BAD BUSINESS!! AVOID!!

My wife and I recently got married and unfortunately we were promised the world by Pronovias until they couldn’t deliver.
Summary:
- offered alterations to the dress that 6 months later said it is not possible to do
- overcharged us by 2,000€
- didn’t steam dress on wedding day
- 4 hours to collect dress on day
- told we would receive compensation after wedding - then told it is not possible
- we asked to remove tags, they forgot
+ general attitude is dreadful and customer service don’t care for their clients knowing they won’t need to come back. Unless you plan to get married again!

I got married last July 10th 2021 (but I bought my dress in 2019 like many "Covid" brides, it cost me 2500€) in the Madrid Velazquez store, Spain.

30min after my wedding, just after the ceremony, the strap of my dress broke by itself after lifting my arm. I insist on the "just" because Pronovias wants to blame me by informing me that "a sudden movement, a pull on the tail of the dress" is something accidental that has nothing to do with the quality of their alterations.
As my dress (Nashira) cannot be worn strapless, when it broke, the guests were able to see my chest, a sensation that no bride should ever experience in her life in my opinion. Luckily one of my guests had a safety pin and we were able to "fix" the strap until we got to the venue.

The safety pin fell off as soon as we entered the venue dancing with my husband (of course you can't dance in a Pronovias dress either). Another lucky thing that day, my friend had a needle and a purple thread and my grandmother was able to sew the dress that finally held up until the end of my wedding. Without this thread, I had no choice but to wear a short white dress that I had for my pre-wedding because the Nashira model is fastened with both straps.

Before calling Pronovias, I took my dress to different dressmakers to get a second opinion and they all told me that the strap was not sufficiently reinforced.

I called Pronovias a week after my wedding to inform them of what had happened and I was very surprised by the stance of Pronovias and the shop manager. Firstly with the lack of empathy after what happened and acknowledging that human failure can happen and that no bride wants to be left with a damaged dress on her wedding day. I repeat, if I had not had purple thread that day, I would have worn my dress for only 45 minutes!

I would like to add that I had to go to the shop 5 times in total for alterations. Even the dressmaker admitted that it was very difficult to fix the bust and the straps.
The left strap that the dressmaker didn't touch lasted for the whole wedding while right part which was the strap that broke (and the only one that the seamstress touched).
In fact, in every fitting I did, we always had problems with the straps, sometimes they were too tight and sometimes too loose.

Update 2022: Pronovias refused the legal mediation I had asked for. They never offered me compensation for ruining my dress (I was just expecting the refund of the alterations which was the least they could have offered to me). My advice: RUN AWAY, there are many bridal shops in Spain that will not treat you like a mere number and you will have a dream dress and perfect alterations compared to them.

If I could leave zero stars I would. For everyone who might think that this is just one bad experience... I consulted my own tailor and he told me that he has had many experiences with Pronovias brides coming to him last minute because they have messed up their wedding dresses. I have heard the store staff talking about lost dresses, missing orders. I have seen girls crying in the waiting room because this company has let them down with just weeks to go until their wedding.

Here's a summary of my experience to date

Communication

It has been near impossible to reach anyone on the phone in this store. I have called countless times and noone answers or calls me back - this has been going on for 7 months. Even the main customer service centre can't get hold of them.

I have sent email, after email, after email to HQ and to the New York store. It is rare that anyone replies to me, for weeks, and when they do they tell me that they will provide updates immediately, only for another week or two to pass with no correspondence....
Even when I am clearly distraught at the status of my wedding dress.

I am dealing directly with management and it is the worst experience I have ever had in my life, for the most important dress purchase of my life.

Your New York Store Management

The woman I was originally assigned to do my fitting left and noone told me until she finally responded to my many texts. I had no idea when my next appointment was even being held.

The store management ordered a dress that was 'a size larger' than my size, despite me telling them I wanted the dress made to my size. She told me that I had time but went ahead and ordered the larger dress anyway. The dress was about 5 times too large for me and literally could not stay up on my body. I was shocked.

I made it clear that proportionately the dress would be impossible to adjust since it was boned and corseted.
The store manager and alterations team told me that this dress could be fitted to my specs. I came back for my appointment and it was completely hanging off my chest, gaping at the front. I cannot wear it as it was originally designed since the waist is much lower (because the corset is designed for a much larger woman).
The only solution they provided was to stuff it with 3- 4 inches of padding. I look like I've had a boob job and added an extra 3 cup sizes - it's embarrassing. They have told me that they cannot/ will not rebuild the corset to fit my frame.

This is just a high level summary (I can go on and on) of the myriad of mistakes and appalling customer service that I have been subjected to by choosing to purchase my wedding gown at Pronovias. I am devastated as it is now a month before my wedding and I don't have a dress to wear. I truly wish that I had never walked into Pronovias and I WISH I had seen a review like this one to warn me of the complete hot mess of a company that this is.

Alors comment dire des escrocs!
Un service client pire que 0!

On peut comprendre le Covid ect. Mais quand on nous livre une robe NON CONFORME et que le service client nous répond juste que tout est bon c’est inadmissible.

La robe a été retouché par un enfant de 3 ans!

Erreur dans les mesures.

J’ai été la refaire re mesurer de nouveau et effectivement pronovias s’est trompé mais cela il ne l’admette pas!

Le service client fait le sourd.

Et pour une robe 5000€, ils se permettent de vous envoyer un mail en disant que votre robe part pour destruction car nous ne sommes pas venus la chercher. Au final ils se rendent compte qu’ils ne m’ont jamais contacté. Mais pas d’excuses. C’est de leur faute mais ils ne se remettent pas en question. Ils vous disent juste il faut venir.

Je ne peux poster de photo car le mariage est en août mais je viendrai en remettre pour vous montrer le massacre.
La couturière ajouter un coussinet de seins sur une robe blanche de couleur marron??? On ne voit que ça! Du travail baclé.
Allez dans d’autres marques qui prennent en considération les clientes car la Kelly du service client n’en a rien à faire. On demande un responsable elle n’est même pas capable de vous répondre!

Une honte à vous!

I attended an appointment with my daughter who was so looking forward to trying on dresses she had chosen.

After arriving at their flagship store in London, other brides and their families arrived soon after, were sat down and offered Prosecco and then taken off with a consultant. We were kept waiting in the store for 20 mins before we were informed our consultant was dealing with another bride and would be with us soon. Our consultant appeared soon after, yet the “bride” she was dealing with had not left the store…..

We were taken straight to the sample dress area and asked to look around. My daughter informed the consultant that she was not interested in sample dresses, yet the consultant proceeded to keep suggesting dresses off this rack.

The consultant then selected some of the dresses my daughter had identified and the consultant also brought dresses which were not suitable. A request to change the straps was fraught as everything was packed up ready to move to their new premises.

My daughter was not impressed and soon lost the excitement she had when booking the appointment in the hope of finding “the dress”.

From the moment we entered the store to leaving, I likened the experience to Julia Roberts in the film Pretty Women. We were dressed in jeans and trainers, but our money is as good as the next person. Big mistake; big; huge!

Please please AVOID at all costs!

Botched all alterations to the dress, holes, wonky hems, mismatched sleeves, just generally terrible to the point where the dress was unwearable with only a month to go until the wedding and had to source a totally new dress.

Despite multiple fittings to 'fix' the alterations they just kept causing issues and then were rude, claiming that it was not their fault (?!?).

I wouldn't wish this upon any bride so please don't shop here!

Poor customer service and their refund/exchange policy is ridiculous. They make a double profit by giving no refunds but unless you pay for the full price, you get nothing and they resell the dress.

Not the experience i expected, avoid. After planning a whole weekend away in London with my mother, grandmother and mother in law, we were advised the day before we could only take in 2 guests, therefore had spent on hotels and trains for one my party to have to stand outside on a cold, windy February day, ruining what should be a once in a lifetime experience. Just to add this is after all covid restrictions have been lifted (we have not had such stringent rules at any other bridal shop we visited) we also had to wear masks after mask restrictions had been lifted - again not making dress shopping an enjoyable experience vs other stores we visited.

Its a large flagship store, however did not have many of the dresses shown online I wanted to try (which was a surprise given its their flagship) We were also advised you are not often able to personalize the dress as the website claims (website claims you can add various sleeve lengths, overskirts to certain dresses) this was a big reason we booked this store in the first place so was very disappointed, seems like a marketing ploy to get people through the door.

I did however, fall in love with a dress during my visit. To make it my own i wanted to amend one aspect of the dress which was a fairly simple amend. Our consultant advised she would have to check with her manager and took my details to contact me the following Monday. I never heard anything back and Pronovias did not follow upon any of my queries.

As it is such a large store, i can't say its a very personal service - it very much feels like you are just another number to them.

AVOID at all costs! There are plenty of excellent bridal stores out there, most won’t charge the ridiculous £40 fee! Also the customer service will be good, unfortunately there is zero customer service skills at provonias, hardly answer the phone and generally unhelpful