Shocking
As a small business owner, leaving a bad review is the last thing in the world I wanted to do. However, I’ve had nothing but problems with this company since ordering my dress and I’ve now received a full refund after seeking legal advice.
My dress was ordered in October, absolutely stunning, beautiful piece of work and that cannot be taken away from them.
I was told a 20-26 week wait, which was fantastic, expecting it to arrive between March & April. I contacted Carol in March to agree a date to settle the balance of my dress and just for an update if she’d heard when it was to arrive. I was told at this point, that my dress had arrived, but she wasn’t happy with it as it had the wrong back on it, so she had sent it back. I queried at the time why I wasn’t informed of this and why I wasn’t asked to try it on and see how I felt about it, before having it sent back, this fell flatly and was ignored for the most part. I was assured it would be here by the beginning of May. To no avail, my dress wasn’t here and when I had chased for yet another update, I was told it would be back in the first week of June. This came and passed, so I checked in again, to enquire whether my dress was here, this time by phone call. I was told by Helen this time, that there’s plenty of time and my dress is due to Sugar & Spice on or no later than the 20th June. On the 20th June, Carol text to say the dress still isn’t there, that it is being shipped that week (crazy as it had already been shipped allegedly) and that it would be in store after the 30th June, which was great as I was away anyway. Flash forward to now and it’s still not back and apparently wouldn’t be here until the 23rd July. I was told I would need alterations when it arrived, which wasn’t an issue - however their in house alterations soon creep up in price with only 4 weeks left to the big date.
I was then offered a £150 discount off my dress, which I felt was hugely insulting. I pushed for a refund, as Sugar & Spice were in breach of their own contract.
The service from start to finish was absolutely shocking, I continuously had to chase updates (not weekly, as thankfully I’ve been really chilled out even though I’m now dressless), I was never informed of my dress arrival, I was never offered to try on the dress with a different back and I just feel the situation could’ve been handled so much better than it was. The lack of empathy and sympathy was absolutely devastating. Not once did she apologise profusely for the situation at hand and everything was half hearted and blame passed on to the manufacturer - not until I asked for a refund anyway.
It’s quite a shame, because 3 members of my bridal party are engaged to get married and all had a browse whilst we were there and will now be going elsewhere.
So here’s to finding another company and a seamstress in with only 7 weeks left 🥳
EDIT: after reading the response from Sugar & Spice, I can say none of it is factual, nor correct. There was no updates from them unless chased. There are always 3 sides of a story, mine, theirs and the truth. Thankfully, I have screen shots and telephone recordings of everything because the service was bad from start to finish and they have turned off reviews on the only platform this can be shown on 👍🏽 just be weary ladies, they have a lot of bad reviews everywhere and always blame the customer in their response. I never “demanded” a refund, I asked for one as I’d been let down 3/4 times. Their own contract states no-one is entitled to a refund, so they knew on their part that they had messed up and couldn’t deliver. Contrary to what they state about alteration prices creeping up, in their own handbook they give you on purchasing - it does actually state how the prices change drastically closer to the time.
Hope this helps someone else! 👍🏽
3. juli 2024
Uopfordret anmeldelse
