Written on: 13/10/2013
DIY Dress's customer service is bad and the dress doesn't look the same.
I ordered a size 8 dress, which is advertised as having an 89cm bust. I took my measurements and my bust is exactly 89cms. When my dress arrived I couldn't even come close to doing it up and after some thoughts about getting it tailored here in the UK to avoid postage charges I thought I'd email DIY Dress. At first they were helpful and asked for photos and me to measure my bust again, but then they replied with an email saying I'd had the dress more than 7 days and so is outside of their complaints policy.
This is half reasonable (7 days is not a long time though), I understand that there has to be a time limit - I never actually wanted to send it back, ideally all I wanted was for someone to tell me what my options were (i.e. to consider the cost of exchange for a bigger size in comparison to the possible cost of a tailor) and to tell me that there is extra fabric in the dress to make alterations easy. I would have definitely still gone for taking it to the tailor myself so I can have it fitted. It just irritates me to be told it's outside of their complaints time, they made the darn dress the least they can do is send me 1-2 emails as professionals and give me an idea of what I should do and maybe apologise for sending me a size that's too small after saying they tailor it to your shape!
I'm also disappointed with the overall look of the dress, the lace overlay looks cheap and nothing like the lace used in the photo online. It looks like ice skating attire, not ideal for a wedding!
I recommend going with a more expensive with provider that offer a good returns service.
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