TL;DR- wonderful initial experience; ordered dress with veil and gloves, dress came in on time,…read morehowever wrong dress was ordered and gloves/sleeves were missing as well. Left a review, but quickly got a call that made things right. Correct dress came in, and Caitlyn threw in my gloves/sleeves for free. 10/10 customer service.
I had my first bridal appointment with EverAfterBridal in late January earlier this year. Gentry was my stylist and she was very insightful, considerate, and overall amazing. She helped me find my perfect dress that same day. Memorie was also very helpful and knowledgeable; she got my measurements and also was attentive while I was trying on the dresses. We put in my order and my dress came in sometime in July. I picked my dress up after the Chattanooga store's renovation process and during the Cleveland store's relocation process, so it was ready for a couple weeks before I could comfortably get around to it. When I went to pick it up, I noticed there were no gloves/sleeves with it, so Caitlyn (from the Cleveland location) kindly offered to put in an order for me, but I declined. I was able to try on the dress the next day, but when I unzipped the bag I noticed it was the wrong dress- very similar, but not mine. I knew an honest mistake was made, but because of the "no return, no exchange, no refund" policy, I figured it was pointless to call and try anything, so I left a review saying what had happened. Within 30minutes, Caitlyn reached out to me in a phone call. She apologized for my experience and asked me to send over a picture of the dress I'd actually said yes to, and she said she'd see what she could do and would get back with me. Shortly after, she called me again to tell me the warehouse actually had a few sizes on the floor of my exact dress! She said that if I could bring back in the wrong dress, they'd remeasure me, order my correct dress and have it shipped and there in a couple of weeks (since they're made to order but the warehouse had a few already made). She even offered to throw in my gloves for free because of my experience; I almost started crying happy tears because I had already mentally cut my losses (my wedding was less than 2mos away by that time). I came in the next day for my remeasuring and to return the dress; the ladies that helped me that day were Sydney and Vivian, who were both very sweet and helpful. Almost 3weeks later, they called and said my dress had come in, so I went and Caitlyn helped me try it on, and I left happy with my dress! Here a few weeks later, my gloves/sleeves were in and I picked them up today.
Overall, through a chaotic yet wonderful experience, I give the customer service a 10/10. A company is nothing without amazing employees like all of these aforementioned ladies highly recommend EverAfterBridal, either location
