Horrendous customer service and dirty, defective item received
I received my dress with a noticeable stain and immediately contacted Slimona to request a replacement or return.
The dress is made with feathers and sequins, so I was not comfortable washing a brand-new garment that arrived stained. Instead of offering a replacement or prepaid return, customer service repeatedly told me to wash the dress myself.
This is especially frustrating because Slimona’s own published return policy states that for faulty or damaged items, they will arrange a free replacement or full refund, and that defective items must be returned unworn and unwashed. Their instruction to me to wash the dress directly contradicts their own policy.
The dress also arrived without any tags attached, which I documented with photos.
After I requested to return the defective dress, Slimona told me that they would only issue my refund if I paid the return shipping cost to China—despite their website stating that customers are not responsible for return postage when an item is faulty or damaged.
I have made multiple good-faith attempts to resolve this directly with the company, but instead of providing the return process outlined in their own policy, I have been told to wash the dress and pay international return shipping.
I purchased a new dress and expected it to arrive in new, wearable condition. I should not be responsible for fixing or paying to return an item that arrived defective.
I am extremely disappointed with both the product and the customer service experience and cannot recommend Slimona based on my experience.
