Bergdorf Goodman review: Dress - failure to issue refund

I ordered a dress online on 8/20/25. The order number is WB00002126142. I received the dress on 8/23/25. The dress was very pretty, but too long and difficult to alter due to the multiple layers, so I wrapped and returned the dress on 8/29/25, tags on, original shipping materials, using a return label from Bergdorf Goodman, just as I have done in the past. The return was received on 9/4/25 (see attached). After several weeks I did not hear anything, nor did I see a credit issued, so I called customer service the first time on 9/23/25 and was told it was processing, and I should see my credit issued within a day or two- no mention of anything wrong with the return. The next day, 9/24/25, I called again and was told the same. Seven phone calls later on 9/23, 9/24, 9/30, 10/8, 10/13, 10/17, and 11/5, each lasting up to 36 minutes due to very long hold times I was told the item I returned was not what I purchased, and I would not be receiving a refund! Please note that I was told this over a month after the return was received. I packed and shipped the return myself, tags on, original packing materials. I don't know what happened during the weeks that the item sat in the Bergdorf Goodman warehouse or who might have taken it, but I returned the item I purchased in brand new condition, wrapped in the plastic garment bag, tissue and the box it arrived in. What is very suspicious is that BG did not reach out to me to say anything was amiss with my return when they received it. I had to call seven times and ultimately be told that over 5 weeks after I had returned the dress.

I have now reached out with (2) emails and (7) lengthy phone calls with customer support about this purchase/ return. Something is clearly wrong at their warehouse, but customers cannot be held accountable if employees, or the shipper, are stealing returns. I have contacted my attorney and do not want this to escalate any further. This has been deeply upsetting, and the complete lack of customer service is unimaginable for a store like Bergdorf Goodman, where I have shopped for over 20 years. I am deeply offended by the suggestion that what I returned was anything other than what I purchased. I have attached all documentation of the shipment and return.

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