The complaint has been investigated and
resolved to the customer's satisfaction
OnlineBridalStore.comUnfair return policy



I had doubts about ordering my bridal dress online but I had my mom read the return policy after I read it to make sure I got it right. We both read a 30 THIRTY day return policy. This seemed tight, but doable. I wasn't sure the dress I was ordering was THE dress but my mom liked it and was paying for it. She really felt I would love it once I put it on.

I ordered the dress at the beginning of January and by the end of January I still had no dress. My fiancee and I had planned a very short engagement so I don't have much time. I contacted the store to find out where my dress was. I was told that it would it not arrive until February, close to March!

Thankfully the dress arrived early, on 2/13. I was out of town planning my wedding 100 miles away as the wedding is where my fiancee lives and to where I will be moving. I did not get home until that Monday. After giving it much thought I realized it just wasn't THE dress for me. I had not checked the shipping invoice as I was confident in having 30 days to return. Imagine my surprise when I looked at the shipping invoice today, as I packaged the dress, to return it that I had only 3 days to return the dress, INCLUDING day of receipt!!

I called the store which "guarantees satisfaction" to plead my cause. Seriously, 3 days to decide on the dress of my dreams, one of the most important decisions for one of the most important days of my life! Surely, someone at the store would have a brain and a heart to help me out. NO! Instead I was met a curt, surly "customer service rep" who only read the return policy back to me. I assured her that both my mom and I had read the policy and had understood 30 days, otherwise I would have NEVER ordered the dress. I was then abruptly transferred to a "manager."

The "manager" picked up the phone in a very short manner, never identifying herself, nor offering the customary "how may I help you?" She was also surly, and curt, and only read back the absurd return policy. I again plead my case, also explaining that I was not even in town 2 days from receipt of my dress. Heaven forbid, I was out of town planning my wedding! She rudely replied, "we sent you an email." I said, "I can't check my emails when I am out of town planning my wedding!" I asked for some consideration, are they telling me I can't have the dress of my dreams. 'You can have any dress you want as long as it is from our store as you won't get your money back, we can only offer exchange.' I told them I already had found another dress, and that how can a bride be excepted to decide on a dress in less than 3 days. Again, very sternly came the reply, "most brides can decide within the hour." At that point I hung up refusing to take any more abuse.

To add to this let me offer this: the dress was of inferior quality and the measurements not as advertised. The lace was itchy, and hot; it did not breath and was very uncomfortable. It was frayed and very fragile. I was afraid of having to steam it before the wedding. Plus, given that it takes the store a month or more to deliver a dress, I don't have time to order again from this store as my wedding is only 2 months away, the last part of which I will be moving to a new city. I won't have time to make any alterations or buy the necessary accessories!!br

Believe me, both my fiancee, myself, and a few friends are fighting this and filing as many complaints as we possibly can. I hope I can spare another bride the heartache of having her dream held hostage by an unfair, rude company not out to help her have the day of her fantasies but only to ruin it and rain upon it.


  • On Aug 24, 2012

    Per the above, while I responded to the above on behalf on, it appears that your complaint is against another company altogether,, which is now We have NO affiliation with them at all. I want to make this clear so there is no confusion.

    0 Votes
  • On Aug 24, 2012

    Please note the management of this business has changed hands as of March of 2012, therefore, we cannot comment to the specifics of the above complaint. We, the new management, take all complaints and customer service issues seriously and apologize for any historical issues the above customer may have had. Please note, the site has processed thousands of orders in the past decade and has a sterling reputation for customer service. This complaint is the only one logged in years of operation both with the previous or current management. We appreciate the opportunity to serve all customers and appreciate your feedback. - Management,

    0 Votes
  • On
    onlinebridal Mar 25, 2009 does NOT sell dresses. You may be confused with, which does sell dresses. These are two different websites operated by 2 different companies.

    0 Votes

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