New Bridal Box review: Customized jacked, false priority shipping, false claim of refund by company

I ordered a customized jacket on Oct 9 and paid for priority shipping which meant 2 business days. October 11th came and went and I needed my item for Oct 14th and I had not received any notifying email as of what was going on with my order until Oct 13th when they notified me that my order was NOW on the way. I knew there was no way we would be receiving this order in time for our party the following day. At this point I am freaking out and even emailed customer support email 3 times and was ignored until the company finally reached out to me on Oct 16th! Customer support told me that they overnighted my item the 13th when I ordered my jacket the 9th and paid for it to be shipped in 2 business days following….. 9, 10, 11. We wound up not having a gift for our bride to be, and had to go a different route, which was stressful to do so last minute. On top of promising me expedited shipping. Customer support also promised me that if I were to return my item in good condition that they would refund me for the order. My order finally arrived October 16th and I did not even open the package. I contacted support yet again and they sent me a return slip to ship my product back which I did. It is now October 30 and customer support reached out to me to notify me that their manager said that we don’t do refunds for customized orders, therefore I would not be receiving a refund for the jacket and only for the shipping. So now I’m out $158 with no jacket. Why would someone tell me that they would refund me for an item send me a return label and then go back on their word. Truly comical how badly this company operates.

This company did not follow through for me as a customer. I am deeply dissatisfied and offended that this did not ship my order on the time they claimed they would and went back on their own word, had me send back the item for a refund and then told me they can’t give me a refund. This company claims that their number one mission is to make someone’s day special and could not keep a basic standards of conducting business or communication with its customers. I am disgusted. It is not my problem that they didn’t check with their manager prior to sending me a return label and having me ship the item back for them to realize that they don’t do that when she had my order number the entire time and can access that my item was customized from the beginning!