BHLDN Reviews 33

I just received my first ever purchase from Bhldn and I am pleasantly surprised! My dress is of great quality material and it’s more than I expected. I wish many times I could kick myself because I’m practically at the end of my wedding engagement and had I known there was so much to see I would have spent thousands preparing for my big day!

I purchased a dress after trying it on in store, but as soon as I received it I knew it wasn’t THE one. No problem, because of the free 30-day return policy, right? Wrong! I was charged a $75 restocking fee and after multiple chats with the very rude and unapologetic customer service team, the only explanation I received was that I returned the dress “dirty” and that it must have been in egregious condition or else their return processing team wouldn’t have flagged it. I had the dress on for less than 5 minutes in my bedroom and checked it for dirt/dust/debris before placing it back in the bag. Beware of supposedly free reruns, it may be too good to be true.

Their return policy is a scam. I bought a wedding gown from them, tried it on in indoors, and then boxed it up and returned it. Prior to boxing I took pictures to be safe. After more than a month, I heard back from them that they were processing the return and they were deducting the $75 fee because the item wasn't returned in original condition. Then followed weeks of evasiveness: I called them and was told my the support representative that she couldn't see the reason that the warehouse gave. She told me to email BHLDN customer service (even though she was also customer service). I emailed, and after two days, I got a generic email response that reiterated that this was a deduction determined by the warehouse. I replied with several photos showing the item in original condition. After another long wait,
their response was that the brand (the BHLDN brand, I have no idea how this is distinct from BHLDN) deducted the fee (still no proof of what they actually found), and that I needed to write a physical letter to a PO box and take it up with the brand (which again, was BHLDN). Having forced me to communicate with them by email, when they only respond every other day, I was not happy at the prospect of snail mail back and forth. How could they possibly be giving consumers such a runaround while operating a large business? Their return policy is their return policy, they can't point fingers at internal departments to try to avoid being transparent and dealing with this customer service issue. Warehouse? Brand? Is this not all part of your own company? Even the steps I took to protect myself (taking photos) is no use because this brand's customer service completely ignored my photos and at no point have they offered any rationale or any scrap of detail to justify their fee deduction.

TL;DR: BHLDN will deduct fees from your return without telling you why, and if you try to show photos and ask for evidence, they won't answer.

I am planning to file a consumer protection complaint.

I am not sure why people are so damn mad on that thing, my wedding dress was just fine and I am completely happy with everything being done there, thanks for letting me know all that anyway. How else we could go on there if not there ? Seems like bad reviews fixed or so.

PLEASE BE CAREFUL before ordering from BHLDN. I ordered a wedding gown and it was way too small, despite me ordering my normal size AND taking my measurements to be sure.

I returned the dress and waited weeks for a refund, but none came. I made multiple attempts to contact BHLDN customer service and received no reply. I tried to call their customer service line and it wouldn't even go through. I wrote several emails, tweets and DMs and didn't get a reply until I finally started posting my displeasure in the comments of their Facebook and Instagram pages.

Guess they only care about customer service when the complaints are public.

Warning: DO NOT PURCHASE A DRESS IF ITS NOT GOING TO COME HOME TO YOU IMMEDIATELY!

My experience with BHLDN has been awful and almost ruined my wedding. Do not purchase any backordered dresses, you will never end up getting it!

When I purchased my wedding dress on October 20th, the backordered date was October 31st. 11 days? Not so bad since my wedding was one month from that time.

However, I was NEVER told that backordered dates are subject to change. And since then my 11 days has increased to 30 without ZERO explanation.

To make things worse I and let me emphasize the “I” part had to reach out to find out about the delay. I received only ONE email saying hey were running behind. The other two delays were NEVER communicated.

The customer service line and the shop fronts DO NOT communicate with one another. In fact I was told by one of the retail associates that they are incapable of communicating with the customer service. There is a huge disconnect here and that’s why no resolution is ever presented. This same associate also told me it is common for them to NOT advise their customers of delays!!! If you are in this line of business communication is key. How many other weddings are you going to ruin?!

Furthermore, when I called customer service I asked what issue is there with the vendor, who is the vendor and how can I get answers. I was told no one knows, not even a supervisor. I requested a call back from the supervisor’s superior and have yet to get a call back. All I want to know is what the root issue is. I just keep getting told it’s the vendor but is the vendor out of stock?! Are they manufacturing and having issues there?! I just wanted answers.

The customer service the last time suggested I cancel and offered me a measly 20% off to buy another dress. 20% is nothing considering how much stress this has caused. I have been screwed over by BHLDN by the time my dress did come (5 days before I left the state for my wedding) the dress was two sizes too big.

Apparently when they take your measurements, they don’t do a very good job. That would have been fine if I could get a dress one size smaller. However, that ended up being backordered to February 2020 when it originally had the same date of 10/31/19.

I returned my dress and got a refund. But BHLDN has the audacity to charge a “return fee” for THEIR mistake. Absolutely terrible service and a terrible business.

Do not purchase here if you want a stress free wedding!

BHLDN does not accept returns after 30 nor will they give you a credit. I tried to return a brand new, never worn dress that was still on their website for full price. Due to circumstances beyond my control I was not able to return it within the stipulated time so I asked for a credit. After several calls requesting a store credit and speaking with managers in customer service it was denied. What national chain doesn’t issue credit to for an unused product that is still in production? I am quite upset and will never shop there again. Customer, beware!

Ordered a dress from BHLDN after reading the sizing chart (I have also had professional measurements, and then also measured myself) before ordering so as to be sure that the size I ordered; 6, would fit as I am in Canada and expected to pay a bit to customs (but ended up paying A LOT, $166 CAD to be exact: Canadians be warned). But when the dress came, it was clear that it was ATLEAST 1-2 sizes smaller than the measurements (a size 2 at most, it was very small, and much smaller than the measurements listed on the site). Further, it had a stretchy under layer, and a beaded over-layer that was stiff, awkward, and didn't allow any room whatsoever for any give or space between each layer (as someone who does some sewing - this seems to be a major design flaw: you don't construct a garment with a stretchy sheath underneath a beaded layer without allowing some additional room or space, since the beads will make the fabric constrict, and with something under it that is meant to accommodate movement). And when I took the garment out of the package, a bunch of beads came tumbling out ! I tried to leave a review of this dress - which was honest and true of my experience without being nasty, but they obviously did not publish it. It makes me wonder how much they 'cook' their reviews so that they don't lose sales. Customer service wasn't really much help. They informed me that I have to pay to ship it back. I have ordered LOTS of things from the US, and any companies worth their salt will usually accept returns and send a return shipping label (and considering that it is something as key as a WEDDING DRESS), especially when the customer is forking over money to customs. It was basically a $200 lesson that I would prefer to not learn again. I won't order from this site or recommend them to anyone I know.

Ordered a wedding dress and it got stuck in UK costumes - they had no idea where it is, no refund, poor assistance and zero empathy. 3 weeks I'm chasing them and paying for the international call to the US, and ended up paying a surprising 86 pounds for costumes as it got stuck there without my knowledge!

Don't order from them internationally. It's just not worth the money and hassle.

I ordered my wedding dress from this company. It took one month to arrive. I had to pay a huge cost to get it cleared from customs. When it arrived two weeks away from my first fitting they had sent me the wrong dress...

I got a lack of sympathy or compensation from the company. They literally couldn't care less in trying to rectify the situation. They said they'd let me know in 72 hours if they had the dress I ordered originally in stock. They didn't get back to me after 72 hours. After chasing, they confirmed they no longer had the dress and didn't intend in getting it in.

They are awful. Do not buy from this company. This has left me having to find something new with very little time left. Appalling customer service.

Excellent customer service. Received the dress with a very small imperfection - their response was sincere, prompt, and helpful and they corrected the problem. Great customer service experience and beautiful dress!

So annoyed that I have to take time out of my day to write about this, but I want to share my experience so others know what to expect when shopping with BHLDN. I ordered a dress via their website on 10/20. Their site states that orders are processed in 1-2 days. I received an email with tracking on 10/27. The tracking still doesn’t provide movement. This shipment obviously never left their warehouse. I reached out to. CS to see what the hold up was - as yesterday marked nine days that my item wasn’t shipped. The rep emailed me quickly stating that it takes 5-7 days to ship being that I selected standard shipping. Never acknowledged we were at ten days since the order was placed, which indicated to me that she failed to look up the order. I told her that it had been ten days, and we were beyond their promised time. I just needed the dress for this weekend - so if she could cancel it at this point so my money wasn’t tied up that would be great. She told me I couldn’t cancel because it shipped. Again, there has been no movement on the usps website for three days- please cancel. This went in circles so I wrote about it on their Facebook hoping for a resolution. Not a chance - as they repeated their shipping times to me (but added two days so now it’s a 7-10 day ship time). Again I asked to cancel as it is now the fourth day it hasn’t shipped. Again I was told I couldn’t cancel.

I called and spoke to a CSR who couldn’t help and I then asked for a supervisor. I spoke with jolly Jeff. At this point I had to question if they value their customers. I was beyond frustrated as this process should have never happened. If it were back ordered or whatever the delay, a customer should be notified. Jeff the supervisor told me he couldn’t cancel and give me my money back because he couldn’t file a claim with usps yet. Ok and this is my problem why? I told him to figure it out on his end a send a new dress. He said they couldn’t but I could purchase another. He explained that they ship over 15,000 packages a day and it was the customers responsibility to track it as they do not have enough employees to monitor each order. Back and forth - until he “expedites my cancellation request” so I can be refunded. Thanks for your help Jeff, also thanks for trying to cut me off and explain that usps takes days to scan packages. BS - who’s liable for something that goes missing ? A federal entity like USPS surely covers their bases when picking up good. Try again.

Well, now you have 14,999, and possibly less if people continue to have these experience. When in sales- you should never pass the buck onto the customer when something goes wrong on the businesses end. Also, you should offer alternatives if there are any issues. Most importantly, you should communicate if there are delays with an order immediately so you might accommodate the customer or they could take their business elsewhere. Why in the hell am I teaching your reps basic sales and customer service skills ? What a mess. Buyers beware. BHLDN