Emma Roy, Edinburgh Review

Overall Rating

Wide selection of designers, gorgeous premises

Customer service, seemed very poorly organised

When i first went to Emma Roy in April 2007 to choose my dress for December 2008, they were extremely helpful, I was very impressed. They really couldn't have been more helpful.

HOWEVER, After I signed the paperwork and paid the deposit, I felt that the good customer service disappeared!
I made an appointment for my bridesmaids to go in to choose dresses. I called on the morning of the appointment just to confirm that we were turning up at the right time, but when we arrived we were informed, seemingly rudely, that it was their lunch break. I assured her I had an appointment and it was in fact herself I had spoken to to confirm the appointment - I definitely recognised her voice - and she, again, seemed rude towards me and told me that we'd just have to look by ourselves until lunch was over. Eventually an assistant came out to help us and although she was very nice she appeared to have absolutely no clue whatsoever about what designers they stocked, what would suit the girls etc. I insisted on having long dresses and stated a choice of 2 colours but she kept bringing over short ones for the girls to try on which weren't even available in the colours I was looking for. I had checked the previous week that Emma Roy had a particular sample for the girls to try on, when i asked to try this one she simply said she didn't know if they had it - didn't offer to check, didn't offer to look, just told me I'd have to 'rake' in the hundreds of dresses! I asked her to check and was then informed that they didn't have it, despite being told the week before that they did. (I then phoned Butterflies in the Grassmarket on the off-chance they had a free space that afternoon which, luckily, they did - the service there was incredible).

I phoned Emma Roy once my dress was in to pay off the balance and was put on hold several times, had to repeat my name several times, was passed back and forth between staff, departments, had to repeat my address several times, and my card details, and eventually made my payment. i asked for a receipt to be sent put and this didn't go down too well!!

Every time I have phoned Emma Roy I have been put on hold for ages, they have 'lost their appointment book' and I have been told to phone back in a few days! Or they just don't answer when I call.

At my 1st fitting, part of my dress was missing (a clip-on corsage) and they didn't seem to notice, I had to ask about it.

When I went for my 2nd dress fitting there was what looked like a huge blood stain right down the front of my dress, i understand these things can happen but I can't believe that they'd leave it in that state for my next fitting, i should never have known about it! The adjustments had been complete for a couple of weeks as I had to cancel my 2nd fitting at the last minute, so they had 2 weeks to get that stain off but didn't. I was told it'd be cleaned the week before the wedding!! i insisted it was cleaned right away and felt I was treated as if I was over reacting but they did do it.