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Hebeos / prom dress

1 United States

The dress arrived via DHL with no return label or instructions. The mesh of the dress was dark black (wrong color)--not sheer as shown in the photo--and also one of the breast/modesty panels was visible, not hidden behind the lace as it was supposed to be (defect) so we did not like it and wanted to return for a refund. Despite going on website to request a return, customer service never replied. Next came a week of pointless and frustrating email exchanges where Hebeos reps asked for photos, and my daughter's measurements?!? We sent photos as requested but the company insists the dress is the same as the photo (clearly not) and that it is a "custom" dress that can't be re-sold, which is also not true. My daughter ordered a standard size--the dress has not been worn or altered, so absolutely can be resold. What a frustrating waste of time! Terrible customer service and now we are stuck with a dress we don't want and no refund! We will never buy from this company again!

Jan 23, 2019

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