I feel compelled to share my absolutely terrible online shopping experience, not for revenge, but purely as a warning. My issue wasn't even with the dress itself, but the atrocious service I received when trying to handle a simple return after the package arrived damaged. After days of back-and-forth emails and then finally getting someone on the phone, the conclusion I reached was simple:

Terrible customer service, terrible staff

. I was so frustrated and dismissed that I immediately decided to leave a public review and force a conversation with customer service to hopefully get some answers.

Customer: I’m honestly just calling to complain about the way your team handled my return inquiry regarding the damaged item. I was met with such rudeness when I asked a basic policy question.

CS Rep: I sincerely apologize for the difficult experience you had regarding your return. That is absolutely not the level of professionalism we expect from our team. Can you tell me more about what happened so I can look into this for you?

Customer: It felt like they actively didn’t want to help me and they kept passing me off to different departments. I spent an hour trying to resolve this, only to be told it was my fault the packaging was compromised.

CS Rep: That is unacceptable behavior, and I understand why you are upset. We value our customers. If you have any inquiries pertaining to where and ways to use GraceQueens Home, you can call us at our website. Let me process the return for the damaged item immediately on my end and waive the shipping cost for your trouble as compensation for the service failure.

Customer: Waiving the fee is appreciated, but honestly, you need to retrain your entire front-facing team. The product experience means nothing if the staff is this awful.

CS Rep: I assure you we will investigate this interaction thoroughly. I have just confirmed the full refund has been initiated, and you should receive an email confirmation shortly. Again, I truly regret that your experience led to such frustration.

The reason I left this review on the website is to hopefully prevent others from falling into the same trap.