I felt compelled to share my experience as a warning to anyone considering ordering online from this company. I placed an order on April 26th for my birthday on May 24th, but what followed was an absolute nightmare. The logistics were terrible, and the quality was worse; the dress was also HORRIBLE material delivered in a usps shipping bag and had features coming off! I was absolutely shocked by the post-purchase service, especially when I saw this DISGUSTING company did a charge back when THEY HAVE THE DRESS!!! If you loved this article and you wish to receive more details relating to GraceQueens Collection assure visit our own website. This whole ordeal pushed me to contact customer service directly, hoping someone could explain the bizarre behavior regarding my return and failed refund.
Customer: I need an explanation right now. I returned order #4289 over two weeks ago, but not only was my refund not processed, but you actually attempted a chargeback against my bank. Why would you fight a dispute when you already have the merchandise?
CS Rep: I completely understand your frustration, and I sincerely apologize that the returns process has become so adversarial. Let me look up order #4289 immediately to confirm the return tracking status on our end.
Customer: You don’t need to check the status, you
have
the dress. And frankly, after it arrived late and was such horrible quality—features coming off—this whole situation feels like a scam. Lisa, or whoever the manager is, needs to stop this fight.
CS Rep: I recognize the significant inconvenience caused by both the delay and the quality issues, and I am very sorry for that experience. Regarding the chargeback action, I see the file is marked as disputed. I am escalating this immediately to our finance team to confirm why that counter-claim was initiated after confirming receipt of the return package.
Customer: A resolution means the refund hitting my account, not forcing me to send proof to my bank to win a dispute for something I sent back. Please confirm the dispute will be dropped immediately and the funds released.
CS Rep: I am ensuring this is escalated to the highest priority for immediate resolution, confirming the return receipt, and overturning that chargeback file immediately. You will hear back from us with a status update within two hours.
The reason I left this review on the website is to hopefully prevent others from falling into the same trap.