Ridiculous
I ordered my dress for next day delivery. They then responded to me at eight in the morning asking me to send ID verification in order to prove that it wasn’t a fraudulent purchase. I had used my preferred name for the shipping name. It’s still included my first name but an alternate last name. The card I used to make the purchase had my legal last name on it they asked me to send ID proof that the card I used to purchase was me and I sent my provisional license that had the exact same first and last name as the card I used to make the purchase. They then told me that they weren’t able to go ahead with my order as my ID didn’t match the name given even though I know full well that it did. I then sent an email back basically stating how it was ridiculous and that the names did match and my preferred name on my delivery address should have nothing to do with whether I’m allowed to be sent a parcel or not when both of my legally binding documents meaning my cad details and my provisional driving license both match up with each other. They never replied to this and just sent me a survey to complete with my satisfaction of the customer service in which I rate one star. I spoke to the online chat before they declined my sale which said that my ID verification had in fact been approved. It is now the day before my event and I’m completely left with no dress absolutely pointless do not bother ordering from this company.
Reply from Dressmezee
Hi Alana,
Thank you for sharing your feedback. We are so sorry for the disappointment caused regarding your order, especially with your event being so close; however, as a responsible retailer, the security of our customers is our highest priority.
When an order is flagged by our security system, often due to a discrepancy between the billing details, our team are required to conduct a thorough verification process. This is a standard procedure to ensure that all transactions are authorised and to protect our customers from potential fraudulent activity.
In this instance, as the names across the documentation provided did not fully align with the order details. When security standards are not met, our policy is to cancel the order and issue an immediate refund to ensure no unauthorised charges take place.
We appreciate how disappointing this outcome is, particularly for a time-sensitive purchase, and we apologise for the inconvenience caused. Our team has since been in touch directly to explain the situation further and to confirm that your refund has been processed in full.
We hope you might consider shopping with us again in the future. To help avoid similar issues, we recommend ensuring that all order details, including any preferred names, align with billing and identification information at checkout. 🤍
DMZ x