BHLDN

I ordered my daughter 2 dresses for her cousins wedding. This was the first time ordering. She is a college student and I paid for express 2 day shipping so she could try on before returning to her apartment in SC. One dress arrived 7 days later after she had returned to SC. The
second dress arrived in June, 4 months later than original order, because it was back ordered (not notified at time of order) and a month before the wedding. I returned the first dress once the second dress arrived because it was the better fit. Now months later, they are not refunding my money because it was past 30 days even though they didn't deliver my order within 30 days. Additionally, when I reached out to them about the one returned dress, they said are requesting the tracking number from UPS when I used their return label. I did not keep the record of the tracking label since it was their own issued return label. Lesson learned. They are not refunding my money, offering a store credit or returning the dress that I paid for. That's stealing. Horrible business practices and will not purchase from any of their brands in the future. Truly dumbfounded by their business ethics.

I ordered two dresses online that came in separate shipments weeks apart. I returned the first one, no problem. I had to both call and email several times to get a return label for the second dress. I would be on hold for over an hour trying to speak to a person. It took multiple emails and calls, but I realize businesses are short handed amidst the current situation. I did finally receive the return label and mailed the package back on March 31, 2020. I had also sent a return to Nordstrom through USPS that same day. I received a refund from Nordstrom in April 14. I know they may be a larger company, so I thought I would give it a few more weeks for BHLDN to process my return. On May 5, I had gotten zero correspondence from BHLDN so I called. The woman who helped me confirmed they had received my return on April 5th or 7th aNd that they were behind on processing them. She would get ahold of the warehouse and have that processed in about 10 business days. I had also received an email from a representative telling me they already processed my return. On May 8, I replied to the email and let the customer service rep know that I was inquiring about the second dress , had spoken to another lady who told me they would process it, and would she look into that for me. Never heard back- from anyone. On May 20, I decided it has been a reasonable amount of time to process the return, so I called again. 40 minutes on hold to speak with someone. She tells me that she can’t even find a tracking number for the dress. I let her know I used the return label that was emailed to me. Also, that 15 days ago when I spoke with someone , that person confirmed they received my dress in April 5 or 7. She said that she was unable to help me, but I would be hearing from the email response team in 24 to 48 business hours. It is May 26 and I still have heard nothing. I have been polite, understanding and patient. However, at this point they have had that return for close to two months and I believe it is time they credit me back. The total was about $930 with tax and that is sitting in my credit card causing me additional interest. I can’t believe how many times I have reached out and gotten zero follow up. Every person I have spoke with has been polite, but not resolved my concern.

Company has taken close to six weeks to process a refund request, despite giving assurances that refund is being processed. After multiple emails and attempted calls, and reading reviews of similar experienced on this site, I have no recourse but to file a complaint to demand a full refund. Such refund is compliant with the company's refund policy.

On April 10, 2020 I placed an order online for a wedding gown. Sale price $1,100 + additional 25% off = $825.
BHLDN shipped the dress on April 16.
On April 25, 2020, BHLDN.com was offering additional 50% off , resulting in my dress to become $550, with $275 difference.
I quickly called Customer Service, asking for Price Adjustment.
The lady said "Oh you have not even received your dress yet. I am submitting your Price Adjustment request now and you will receive Credit in a week."
I waited a week, no credit in my Credit Card.
By then the additional 50% off was already done.
I then emailed Customer Service via their Website, and received reply few days later on May 1 saying "Thank you for contacting us in reference to order ***. Unfortunately, we are unable to adjust sale items after the order has been placed. I do apologize for the inconvenience. "
I was so pissed off because the first Customer Service that I talked to did not mention anything about this policy! IF the first Customer Service told me right away that BHLDN couldn't issue price adjustment on Sale Item, I would've bought another dress during additional 50% off and return the dress that was on the way ! As simple as that.
But now the additional 50% off already expired, and I lost $275 that I could've saved !!!
I called Customer Service again asking to be escalated to Supervisor. But Supervisor that I talked to today was Rude, and basically insisted that BHLDN cannot issue Price Adjustment for me.
BHLDN should be RESPONSIBLE for their Customer Service actions!! Please do listen to 'recording conversation' to confirm what I complained about.
I'm requesting BHLDN to re-train their Customer Service, as well as to issue $275 credit for me due to Misleading Information.

I've been getting the run around from BHLDN's "Customer Service" for over a week now for an unauthorized charge of $192 for a pair of wedding shoes that was returned in October 2019. They are claiming that they never received my return which I most definitely sent back. Their policy CLEARLY states that items not returned within 30 days will be charged back. How can they set such a double standard and give themselves 6 months to charge back a customer for an item that was in fact returned? One minute I was told that this was resolved, then 2 days later they're saying that they never received my return, then they're telling me that they only charged me once to begin with. ABUSRD.

I placed an order for my wedding shoes last Fall and the first pair arrived dirty. I loved them and they fit but they looked like a sample pair. BHLDN sent a new pair right away and I sent the old pair back. This was in September. I am being charged for a return that was BHDLN’s fault in the first place. I have since not received a single call from customer service, as promised, and have had over 6 "Customer Service" representatives give me the run around with different stories.

Mon, Feb 24, 12:45 PM (4 days ago)
Hello ***,

Thank you for your email. I was able to track your prepaid return from your exchange order. I have provided this information to our billing department and requested that your original form of payment be refunded for the charge back. You will receive a confirmation email once the refund has been processed. I apologize for any inconvenience this has caused.

If you have further questions, please reply to this email. For immediate assistance, please contact us at x.

Warm regards,
Joshua
BHLDN

***
Wed, Feb 26, 11:11 AM (2 days ago)
to BHLDN

Hey Joshua,

I've still not received any notification about my refund. How long does this typically take?

Thank you!

BHLDN Support via ***
Wed, Feb 26, 11:26 AM (2 days ago)
to me

Hello ***,

Thank you for reaching out to us. Unfortunately, this team stated that the pumps will need to be returned for us to lift the hold on your account. I see in the replacement order the Vince Camuto Victoria Pumps were refunded, but I am able to track the return for the replacement order, but not the original order's return. Did you happen to return both pumps in the same package? We do not suggest doing this because it can cause an issue in the returns process, but if so please verify so our returns team can review this issue. I apologize for the inconvenience. Have a great day!

If you have further questions, please reply to this email. For immediate assistance, please contact us at x.

Warm regards,
Deanna
BHLDN

5 wedding gowns were delivered, 4 were returned well within the 30 day period for refund to credit card. 1 of the 4 were creditted to card. The other 3 still remain uncreditted 6+ weeks later. Customer service promised earlier this week that these would be creditted w/in 2 business days. 4 business days later and no credit. I disputed charge with credit card company. We have confirmation that they have been returned properly

My experience with BHLDN has been awful and my wedding day is something I’m not looking forward to because of this company. 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.

I still do not have my dress. 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 me and my fiancé who has had to console me this entire time. 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!

Let me start off by saying in all of my years of online shopping and returning items, something like this has never happened to me before. On 9/26/19, I ordered 3 dresses from BHLDN hoping one of them would work out for my wedding. I was surprised when these dressed arrived in 3 separate boxes. These dresses didn't end up working out for me so I returned them. Before returning, I reached out to customer service and inquired if I can ship all 3 dresses in one box or should I ship all 3 dresses separately in the boxes they came (I already wondered if by returning in 1 box, my returns not be processed properly). D responded promptly on 10/8 and reassured me "Thank you for reaching out to us. You may return items from multiple packages in one box as long as they share the same order number. You would only need one return label to make this return. I hope this helps! Have a great day." Great. So on 10/11/19, I packed one box, and made sure the packing slip included all 3 dresses so I can indicate why I was returning them. A few weeks later (11/2/19), I get an email notifying me I was refunded 1 of the dresses. I gave it a day to see if the other 2 were refunded. When I didn't get the return notification of the other 2 dresses, I quickly reached out to customer service to inquire. The email told me to wait at least 48 hours for a response. After following up in 48 hours, I got 2 more follow-ups from them telling me to wait 48 hours. And note, each response from BHLDN was from a different person, in total, I was contacted by 5 reps- which made me feel as if my issue was being passed around and I had to repeat myself ever time because they were not familiar with my complaint. Finally, on 11/14/19, they notify me they cannot find my other 2 dresses I shipped in the box and will not be refunding me the 2 dresses that were returned. How can that be if I shipping it in the same box? Sounds like BHLDN has a problem with their return procedure and they are not keeping track of the items that are being returned. Are they just scanning the return box label and not actually the item(s) in the box? I just don't understand the incompetence of this company. And from reading all of these complaints, it sounds like this happens A LOT, and the company hasn't done anything to improve their system. This experience has completely turned me off from this company and I will not recommend to anyone anymore. I feel like I was scammed out of my hard-earned money and was given the runaround. I followed their return instructions completely and I was screwed over hundreds of dollars. This is completely unacceptable and this company should be punished. No one should shop there until BHLDN has fixed their return procedures. Terrible.

I ordered a card box for my wedding and had it shipped to my parents house. It arrived damaged. I immediately contacted BHLDN customer service and was told a replacement was on its way. When the replacement did not arrive, I called customer service back and was told they had no record of a replacement being sent and could not tell if it had been sent. They advised me to place a new order as I was in a time crunch by this point, and stated that I could return the second box whenever it arrived. I placed the second order and received both boxes at my parents' house on the same day. One was returned immediately following my wedding using the return label provided, during the first week in July. By the end of July, I had not received any communication regarding the return nor had I received a refund. I contacted customer service and was told via e-mail on July 26 that the return was still processing and to allow more time for a refund. As time passed, I followed up again via email and was told this time that no tracking information could be found. I sent repeated emails questioning how the return had gone from processing to nonexistent, and received constant runaround or nonresponse from customer service. I called just now and was told once again that the return cannot be tracked. Either you have a major issue with your customer service and return tracking, or I have been misled by one or more of your customer service agents. Either way, I would appreciate at the very least a refund for the product I returned nearly 4 months ago (that was only ordered due to poor customer service in replacing a damaged product in the first place).

I returned a purchase to them in perfect condition. The item had never been worn, not even fully tried on as I could tell it wouldn’t fit. Now, they are claiming this never worn item has a stain on it. I photographed it after I tried it on in perfect condition.

I placed order #*** on April 5, 2019 ahead of my wedding. I sent out the return items on April 20th, 2019 before leaving for my wedding so I could get my items back to you within the 30 day limit for refund. Before shipping my items out, I called BHLDN to confirm the shipping label in my box was the correct one to use since it just said smart post or whatever on it with NO return address. The woman at BHDLN confirmed this was okay to use.

I came back from my wedding in May and noticed I had not received a credit yet. If your company is anything like *** and ***s, I gave a little bit more time towards the end of May for my credit. That is when I began calling.

Your customer service is HORRENDOUS!!! whatever happened to the customer is always right? I have given so much business to *** and Urban outfitters over the years and have had the same terrible experience with returns. I have returned items to ***, they claimed they didn't receive some and then have recharged me for items I sent back and no longer have in my possession. It's despicable.

The same scenario has happened with BHLDN. I kept one item from my order (a headband for my flower girl) which totals $38 out of the $407 subtotal. I returned all other items and now have received no money back. I misplaced the tracking # for my return back and I called BHLDN to ask for it. They claimed they do not keep this information and I should start a claim with USPS. After going back and forth on why BHLDN would provide a return label in people's packages, but not keep the history of the labels with the tracking # is besides me. Obviously BHLDN is hoping the returned items don't make it back and then withhold the tracking #'s so they don't owe us anything.

FINALLY after some time and many representatives later, the woman told me she DID indeed have the return tracking # from the label they provided in my package. When I use this tracking on USPS it shows nothing and when I went to start a claim with USPS it says it's not a valid tracking #. I WANT ANSWERS BHLDN. THIS IS ROBBERY. The $400 in items I am missing credits for maybe cost you all of $20. I will be getting lawyers involved if I do not hear anything back or get help soon.

Here is the FAKE tracking # BHLDN provided me with:

I had purchased this dress and returned it within 30 days. I was charged $75 as a "smart label" restocking fee due to the dress was noted as damaged or not in its original condition. When speaking to the representative they advised me "there was ONE strand of hair on the dress" and laughed that this would occur but said they cannot help me with crediting me the $75. This conversation was held on 7/30, they also refused to show me evidence and photos of the issue. The next day 7/31 I call and ask for a manager or someone to help me with this issue, this time the story changed and they stated that "the dress was covered in hair" and they have photos that were upload 7/30 after I called ... which doesn't make sense because the dress was already dry cleaned per conversation on 7/30 and they said they did not photos. They advised they now have photos of the dress covered in hair and will send them but it will take 48 hours. They uploaded the photos after our conversation, how do I know that it is my dress and they didn't cover the dress in hair. I feel as if I got scammed. Furthermore, one strand of hair does not warrant a dry cleaning needed to be made, your website indicates that items not returned in the original state are under this category " must not be worn, washed or altered, and free of stains, pet hair, floor debris, and pin marks." a strand of human hair is not under this category.

This company offers nice products but their customer service, and more specifically return policies, are unclear and dishonest. I went to the store on Palo Alto and the assistants there were very nice and helpful, but when I decided to return the two dresses I had bought. On July 8th, I shipped the products intact and on the original wrapping and box. I have a receipt from *** confirming BHLDN received the day after (July 9th), but the refund never came. It has been 15 days and I am still waiting for them to get back to any of the e-mails or calls I have made. I found it unacceptable and sketchy that it is basically up to their customer to track, monitor and follow up closely if you want to get your money back.

I sent a return back with several items and it was received by BHLDN on May 7th. To date I have not been issued a refund and have called twice to follow up and neither person was able to tell me anything other than the returns have been received. I believe that 6 weeks to process a return is unacceptable.

Extremely strict and unclear return policy with poor customer service.

I purchased goods on May 6th and spent about $725 on 2 dresses, including a $25 delivery fee. I received both dresses shortly before the vacation (well after May 7th) and neither dress fit. I did not find a return label or packing slip with the dresses, which I thought was very odd, as I had only planned to keep one initially and return the other. When I called the company to inquire about how to return it, they said that the warehouse does not accept returns that arrive to them after 30 days from what they have as the delivery date, and that they count May 7th as the delivery date, even though I ordered on May 6th and didn't receive anything until at least May 11th. No where on the website does it say they don't take items back within 30 days, even for store credit: https://www.bhldn.com/return-policy/?cm_mmc=EMAIL_BHLDN-_-20190125_shipment-_-fo...⇄ They told me to sell the dresses instead.

I purchased a wedding dress at your Newport Beach location on May 18th, 2019. The stylist was very accommodating and helped me pick the perfect dress for my small ceremony. She ensured me that she would ship the dress overnight so that I would have it in plenty of time for my ceremony. When I attempted to pay for the dress my bank stopped the payment and I had to return to the store a few minutes later to swipe my card again. This time another staff member came to me and processed the payment and everything cleared. After leaving the store again I receive an email and a phone call from another associate stating that the young lady who assisted with the second transaction did not check off overnight shipping so the order was cancelled. On my third trip into the store I had to use another card to process the transaction. The third transaction on my credit card went through and I received my dress the following Tuesday. I was assured by the staff that in 2 days the funds would be returned to my checking account and 16 days later I still do not have my money back. By the 3rd day I contacted my bank and they let me know that the charge was still pending. On Wednesday May 22nd the payment posted and I was horrified. If you have ever planned a wedding you know that you need as much disposable income as possible. I called the store in Newport and spoke with the manager there named Maddysn. She was able to contact customer support who let her know that the second transaction had not been cancelled but had been placed and that a second dress was being shipped to my house. I broke down in tears when she returned on the phone with me to let me know that there was nothing she could do to rectify their error and that I would have to wait for the dress to ship to me then reject the package before I could expect a refund. Maddysn gave me the number to the support line and I called immediately. In complete and utter shock, I spoke with Taylor. Taylor said she was able to stop the shipment and reroute it back to the warehouse and that I could expect my refund sooner. Amidst all the planning and errands I had to run to prepare for my special day I continued to check my account to see if my funds had been returned and they still have not. I called the support line again and spoke with Brandon this time. He was informed of my situation based on the notes that had been left from my previous phone calls. He let me know that in addition to the order not being cancelled the associate inputted my email incorrectly which is why I hadn't received any shipping information on the second dress. He also informed me that there was absolutely nothing he could do to get my money back to me sooner. In tears I hung up the phone and tried to press on and continue planning for my day with extremely limited resources.

I wanted to express my sincerest disappointment with how all of this was handled. Although all of the staff members that I spoke to seemed empathetic and very sincerely concerned about my dilemma it just seems that something could've been done to fix the simple mistake that the associate at the store made. This catastrophe has caused me an extreme amount of distress and I to make matters worse I still do not have my money back. I would love to hear from someone who is able to actually do something to attempt to make this all right.

I purchased a robe on BHLDN.com using an *** gift card as these businesses are co-located and the website allowed me to use my *** card for the purchase. When I returned the robe within the 30 day policy, I was then issued a refund in the form of a BHLDN credit. I called the store because, having recently gotten married, I did not want the credit in the form of a BHLDN card, I wanted it on the *** card with which I paid. I was told by the representative that it was not possible to convert the credit. I spoke to a representative, whose name I cannot recall, and her supervisor, Shannon, informed me that this was explained on the "Return Policy" page on the website. However, when I went to double check this, I see that all the website indicates is that: "A refund will be credited back to your original method of payment, and will post approximately two days after the date of processing. Most returns will process in 2-3 weeks. It may take up to two billing cycles for the credit to appear on your monthly credit card statement." My original method of payment was an *** card, I expect that the refund will be placed on that same method of payment. The service representatives told me they were unable to do this. This to me is a duplicitous practice in which it is not clear to the consumer that the method of payment will actually be switched to a different form of payment for a different store than the original purchase. I now have a completely useless credit for $100. I would like this to be rectified and for BHLDN to inform customers of this so that it is clear to others.

I recently ordered several wedding dresses from BHLDN online. It was a nightmare even getting the dresses ordered as their website wouldn't work correctly and the first customer service representative was rude and told me all she could do was order online as well. My first order included three dresses, they arrived in two separate boxes. I tried on the dresses in a clean room on a small stool to keep the dresses up off the floor as much as possible. Unfortunately none of the dresses worked so I immediately folded them back up in the plastic and placed them back into the boxes. I followed the instructions on the return labels (which were odd to begin with, one box went back via UPS and the other USPS) and sent the dresses back within three days of receiving them. I received confirmation in a couple of days the packages were received (via the tracking numbers). I received NO notifications from BHLDN the gowns were even received. I contacted customer service at BHLDN and they just told me it would take 2-3 weeks to process. In the meantime, I ordered a fourth dress hoping it would work, but ended up visiting a local boutique and buying one in person. I finally received notification that the return was being processed but it only included two of the gowns. I contacted them and they said they didn't have the third and the representative was defensive and rude instantly trying to make it my problem versus trying to resolve the issue. I provided the tracking number that proved it was received by BHLDN on April 30. The woman said she was making a note and I would hear an update in 1-3 days. I asked for confirmation of our conversation and she rudely replied, "no." A week later I received an email saying the return had processed but they deducted a $75 smart label fee. I called and asked to speak to a supervisor. She said she knew no details but "it was probably because I removed the label or stained the dress." I told her that was not at all possible as I tried the dress on and instantly put it back in the plastic. I was told once again that in a couple days I would hear an update. I had previously bought a dress through BHLDN and a pair of shoes, and I'm now sorry I have given them any business. Their customer service is unprofessional, quick to blame the customer and provide no solution from BHLDN. Very disappointing from what would appear to be a great brand when you visit their site. I wish I had done my research as this site shows multiple cases with very similar situations.

I had such a terrible experience with BHLDN. They are a very dishonest company and won't let you return a dress for refund even when their support staff confirmed, pre-purchase, that you would be able to return the item. They don't list "final sale" items on the product's detail page, nor do they indicate that they have a different non-returnable policy for certain items in their Return Policy. I was basically told to go screw myself by some customer service supervisor named Renee, that they wouldn't accept the return and wouldn't refund me despite the things I mentioned above. She said that I should have looked at their lengthy Terms of Service to see that items with a price ending in 99 cents were final sale. Yes, let's hide the relevant information from the customer, take their money, and then just say "nope, we can't do anything". Wow. I am truly shocked at how terrible this experience was. Poor business practices and truly dishonest.