BHLDN Reviews 33

I bought a wedding dress and I assume now it wasn't in stock. It was expected to arrive on a specific date, when it didn't I contacted customer service because the UPS info wasn't loading. The assured me it would be in the next day. The next day comes and it was returned by Anthropologie which i found out through my email. Customer Service never responded to my multiple emails after.

I have ordered another dress and the same tracking info is missing and I am assuming it will end with the same result.

I ordered a bridesmaid dress from BHLDN in store in October of 2022. The dress I ordered (a Remy in a size 16) was backordered and I received it at the end of November 2022. Last week (February 2023) I took the dress to get altered and found that BHLDN had sent me the wrong style and the wrong size (a Lyra in a size 12). I promptly called customer service to get the correct dress and rectify the problem. At the start, the customer service representative was helpful. The representative asked if they had the dress in stock, did I want it? I said I needed a dress overnighted. She then put me on hold for 10 minutes while she went to check stock. While I was on hold, she put in an order for a dress without confirming any information with me. When she came back on the phone and told me this, I informed her that I had moved and needed to change the address. Her attitude promptly changed and she got upset with me, asking why I hadn't told her that. I said she had left me on hold to check stock, nothing else. She said I mentioned overnighting a dress. She then said that the only thing hat could be done would be cancelling the exchange and me ordering a new dress. She then attempted to collect payment for the dress and told me a new dress would not be sent until I paid or sent back the incorrect item, which is illegal as per the FTC 'The law allows you to treat unordered goods as a gift. You don’t have to return the merchandise, and you don’t have to pay '. I then attempted to work with a different customer service representative who told me they would issue me an E-gift card with which to order a new dress. He told me I would have it in my email within the hour. I waited 14 hours and still received nothing. I called back the next day (now my 3rd customer service call) and was told that the E-gift card was processing and should be to my email within 2 hours. I waited another 8 with no luck. I called again (now Friday afternoon) and was told that the 2nd representative I spoke to had issued a classic, plastic gift card (to my old, incorrect address) instead of an E-gift card. I was told it would take between 1 and 24 hours to receive the correct E-gift card and that if I did not receive it in 24 hours to call back. I called back 24 hours later (4PM on Saturday, now my 5th call) and was told that their gift card person is not in the office on the weekends and I would receive it by lunch on Monday. I was also informed there was nothing else to be done. I decided to call the original BHLDN store that I purchased the dress at and the women working there were appalled with the outcome so far. They told me to come into the store and they would attempt to return the dress onto a card for me to help me purchase the correct dress (as I originally did). This proved to be impossible in store because the dress was already noted as ‘returned to a gift card’, even though I had no gift card. The manager of my local BHLDN called customer service herself and was told twice there was nothing to be done, and then was HUNG UP ON by customer service. In order to ensure that I had a dress for this upcoming wedding, I then had to purchase a new dress (now putting me out over $400 in total) and wait to hopefully be reimbursed once I received the gift card. Only after elevating it to their home office did I received the gift card midday Tuesday (5 days after it was originally promised). Truly the most appalling customer service I have ever experienced. The women working in the physical store were great, but the people who run the customer service and gift card over the phone were rude, dismissive, unhelpful, and ultimately unkind. If you can, avoid this brand and their customer service.

If I could give their customer service negative stars I would. Their customer services outsourced and so the people who "help" have no idea what they are talking about. Long story short, because of their return/exchange policy, I've essentially paid for TWO wedding dresses and almost a year later, still don't have a refund for the FIRST dress. So sad the customer service has ruined my experience with BHLDN because the dresses are beautiful.

BHLDN were deliberately evasive in response to an email I sent them about sale prices and restocks, so I ended up having to take a chance on a dress that was too small (despite their customer service representative refusing to confirm whether it could be altered, and me explaining that I'm in the UK so can't return anything I buy because of customs charges). A day later the price of the dress was reduced by 50%. BHLDN are refusing to honour that or even provide any sort of discount. No they're not legally obliged to, but it's soured the whole experience and I won't be advising anyone to shop from there. At the end of the day it's another large corporation that puts profit before people. Go to an independent bridal boutique if you can.

After ordering several pieces of jewelry and clothing, I needed to return a few items. I tried logging in online to find my order and the website said "order not found". I emailed customer service and was told that they emailed me a return label to solve for the website issues, never got it (agent #1). I emailed again and was told that return labels don't send well to gmail domains (agent #2). If they already knew this was an issue, why even try to send me the return label? They asked if I have an email that is not gmail, which I do not. They then told me they would mail me a label which would take 5 business days (agent #3). I asked a clarifying question about the return deadline as I was nearing the end of my 30 days return window and now I would need to wait 5 days for the label to arrive. I got a response that they would extend my return timeline by 10 days (agent #4), 5 of which will be eaten up by the label shipping. Who runs a company that cannot operate its website, use gmail, or solve a problem more efficiently than this? I don't have all day to solve their tech issues. Outrageously bad customer service for an Anthropologie brand. I would not recommend to any of my friends and will not shop here again.

BHLDN could not care less about their customers. They misrepresent what items they have in stock and don’t inform you when they back order your wedding dress that you paid expedited shipping for you, so it ends up being a surprise you may or may not find out about that your dress isn't coming in 5 more months. Customer service does not care. No one will reach out to you. Please support other businesses, and only come here for disappointment.

Agree with all the other reviews, this place is the WORST! Ordered a pair of shoes for an event and they overcharged me. Had to reach out several times to get it corrected. Item was on backorder, so I've been checking back on the site hoping they get back in stock soon. Was so happy to see they say "JUST ARRIVED!" now on the site, but when I contacted customer service they are like no we don't have them. This place is an absolute SCAM

DO NOT EVER PURCHASE FROM THIS COMPANY. Especially if you are from the UK. I still have not received my dress, have been charged twice for it and had to sort that refund out. Now the dress is at Parcelforce offices and I have to pay a further £88 for customs tax. They say at BHLDN that it is clear I would have to pay this, but it was not. Over all a complete disaster. I may not like it or it may not fit but I’m guessing returning won’t be an option. Feel totally conned.

We had a wedding dress appointment over the weekend. Shop was pretty quiet. We arrived on time and were excited to watch our sister try on beautiful dresses. Our sales rep was decent and accommodating but the other sales women in the department were RUDE, SNOTTY and OBNOXIOUS. There were 2 other sales women walking around that insisted on walking just where we might be looking at a dress, rolling their eyes at us - i guess because we were actually looking at the dresses hanging on the racks and maybe even - oh my - touching them??!! One of the ladies actually even asked us to SIT DOWN in the seats and presumably NOT LOOK AT DRESSES that we were there to maybe buy??? TOTAL RUDE and UGLY sales ladies. Thank goodness my sister chose a $1800 dress from a different store and we didn't spend a dime there. So sad that young working women feel the need to behave this way. So so very ugly. I will never be back and make sure that all my friends know not to shop there as well.

BHLDN IS the WORST.. Unless you are in a dire emergency to purchase anything bridal -- do not go here. The BHLDN online ordering process is easy, quick .. no problems ordering or taking my money. HOWEVER, if you need to exchange in store-- YOU CAN"T.. you can only return and repurchase. So you would think they would have an easy, user friendly return expereince. THEY DO NOT. They have an INCONSISTENT policy and process with respect to returns. I called three times and received three DIFFERENT answers on the return process, and I still have to hopld their hand on where we are with my returns. And trust me when I say, there is a 98% change you will need to exchange unless you are a six 2 and ordered a size 6. I WILL NEVER SHOP HERE AGAIN.. BHLDN needs to get their online and in store experience fixed.

AVOID THIS COMPANY. I cancelled my order yet they still sent it arriving 3 months later. Now they wont let me send back and say they dont do returns labels. The last 3 ladies I spoke to promised me they sent me a label but it didnt come through and now the next lady says they dont have them so they must have been lying. Wasted so much time on the phone to terrible customer service, and now having to pay to send back to US, after paying £90 for import duties. Avoid at all costs!!!

Terrible Company. Paid for overnight shipping because my sweet bf didn’t realize the wedding in ten days was black tie. (Moreover, what that meant...) It’s been four days, and I have yet to receive the item, and if it does show up, I know I’ll have to get it hemmed, so let’s add express alteration fees for another hundred. Ridiculous.

I’m faced with crossing my fingers due to their ridiculous $75 restocking fee and not being able to return it, and I have to now buy a back up gown this weekend 🙄.

If I could give zero stars I would!

Absolutely TERRIBLE customer service. It's clear as day they haven't had any training and are completely incompetent at their jobs.

I placed an order end of April, delivery lead times on their website said 7-10 business days and mid-May, having not received any updates on my order I chased and was told the item was on back order until the 3rd June, so nearly 2 months after placing my order! No apology or solution was offered, I was just expected to take it. Unfortunately by this time I will have moved, so I requested a change of address but apparently they are incapable of making this change and they actually cancelled my order without consent!

Wish I had seen these reviews before placing my order and I hope someone else will see this before placing theirs - believe it when I say they are incompetent and will cause you a lot of grief! Don't waste your time!

Worst purchasing experience ever. Placing my wedding dress a month ago but they sent me a wrong size. I have requested to return but they told me all international return postage should be paid by customer even it’s their mistake. I was so angry about their service and tried to ring them. Then they told me I can request reimbursement for the return postage, which I was quite happy to do that. They sent out the right size dress after I posted the wrong size back. However, they posted the dress by using first-class international from USPS which can take up to 25 days to get the delivery. Did they forget I have paid US$45 postage for my purchase??? Now a month after I placed the order, my dress is still in Japan!!! I hope I can get the dress before my wedding in three weeks.Not very happy about how they dealt with this. It’s my first time buying things from BHLDN but this will be my last time as well. Not recommend to anyone!!!

I wish I had read these reviews before placing my order! My experience is very similar to a lot of others: A company that claims to ship internationally but has no idea how to do that successfully and the WORST customer support I've ever encountered.
I live in the UAE and have been finding it incredibly difficult to find a dress for my wedding so when I found BHLDN I was so excited! Not only did they have beautiful dresses but they had them in my size! I had one great virtual consultation and then proceeded to place my order. For some reason the online order wouldn't process so I was told to ring customer service (International calling...)
The lady on the phone struggled with my accent (I'm form NZ) but eventually we were able to get the address down and the order went through no problem!
A few days later I check my shipping status to see that there is an issue-a missing commercial invoice-a pretty important document for international shipping. I didn't think much of it as I assumed UPS would contact BHLDN as it's their error. A week later and I receive an email stating the dress had been returned. So then began the never ending calls and emails to BHLDN's 'SUPPORT' team. No one could give me answers but they suggested I try calling UPS to find out the problem...another international call.

What I came to realise is that the lady on the phone (remember her? She couldn't understand my accent) Put down Abu Dhabi, AZ as the address. Now I'm no expert in American geography but pretty sure Abu Dhabi is NOT in Arizona! So essentially there was no commercial invoice because the address taken down was Domestic not international.....FML.

At least they're giving me a full refund-shipping costs included. However it has been a horrific experience dealing with their USELESS support team.

I really wish I had checked these reviews before ordering from BHLDN. I had ordered a Jenny Yoo dress to wear as mother of the bride. Beautiful dress with one glaring issue - very obvious fabric flaw in the front of the dress that only a person with impaired sight could miss. Certainly a professional retailer should be much more careful. I still loved the dress, and wanted to exchange it for the exact same dress (hoping there would be no flaw this time), but apparently BHLDN no longer has my size in the dress. The customer service rep I spoke to was not helpful in the least - just "well, we can refund you" - that's it. This is supposed to be a company that services brides and bridal parties, is it not? Shouldn't there be at least a little more in the way of at least checking to see if more can be done to help - find a similar dress - even the same dress in a different color? Nope, apparently not.

I won't do business with them again if I can help it.

Word to the wise: don’t rely on BHLDN for your wedding party dresses. I’m one of four bridesmaids and while we all ordered our dresses 6 months ago, 3 of us had a rough time getting our dresses. While one of us got their dress with bad stitching, 2 of us (myself included) kept getting backorder notifications. Finally, once my first backorder date arrived, I called customer service to see where my order was. They told me it was on backorder again. So I wait for the second backorder date to arrive a couple weeks later. This time, they say the dress is out of stock. So I ask if there is anything we can do to get the dress as I am a bridesmaid and it would look odd if I don’t match the others. They tell me they can arrange it. A couple more weeks go by, I get a cancellation notice. I call customer service. Again, they tell me it’s on backorder again. This time I asked to speak to a supervisor. The entire time the CS rep tried telling me it was on backorder then when I explained to them I understand how these sites work and cancellation notices don’t just get sent out, they changed their story. This time the dress was completely out of stock and I have no choice but to pick another dress. Too bad the wedding is at the end of this year and all of their dresses are on backorder! Do yourself and your bridesmaids a favor and do not order from these guys. If you’re set on their designs, go to Poshmark. This was a rough experience to say the least and not one I would ever choose to go though again.

Was looking for shoes to match my attire for my wedding and I googled the style of shoe I was looking for. BHLDN popped up and I visited the site. I saw the perfect pair of shoes, and this website did not disappoint! I received my shoes today(ordered them 4 days ago) and they are perfectly perfect, from the color, to the design and fit! Very very pleased with the ease of ordering, to the rapid delivery. I have pictures of my amazing shoes with the beautiful presentation, unfortunately this website doesn't seem to support pictures......sorry!

I ordered my wedding dress, got a confirmation, then12 days later I got an email to say that it was out of stock... Nearly cried.
Ordered the bigger size cause it's the ONE... Needle and thread dress (amazing) but i wanted to know I wasn't going to be messed about again. Tried to get in touch with them, there is little to no customer service. They got back to me weeks later, and they hadn't read my email right.
Got my order (ordered international and no issues). You can track it to see what it's at.
Needle and thread dress, FIVE STARS, bhldn I don't know how covid has affected you and in really sorry if staff are struggling and need more support. If this is normal service, it really needs looked at.

Purchased a gown purposed as my bridesmaid dress via the BHLDN site. All was well up until delivery — as explained by customer support, the company utilizes LaserShip for all packages being shipped from the warehouse. Why a considerably high-end company such as BHLDN is associated with such a low-end courier as LaserShip, I am unsure. I have never had pleasant experiences with this company (and their many, many 1-star reviews tell the same story). They, by default, mishandle and lose packages with little to no accountability. I am well past the guaranteed delivery date and have yet to receive the product. Were it purposed for any other occasion (and not my best friend’s wedding) I would wipe my hands clean of it all. Unfortunately, however, I am forced to endure the run-around I am getting from customer ‘support’ concerning my lost gown. They have not been helpful and have continued to indicate a watch & wait approach - as if the gown will turn up out of nowhere after being improperly delivered by the inefficient courier they employ. Perhaps their product(s) are indeed of quality. That stated, their shipping process - and what one must go through to receive said products - is far less than desirable.