Luv Bridal - Denver

I ordered my dress in February and did not receive it until August. When it did not arrive when expected, no one contacted me to let me know there was a delay. I had to reach out myself to ask where my dress was, and only then was I told that the pearl buttons down the back had not been added. What makes that especially frustrating is that my receipt specifically stated, “keep pearl buttons down back.” This was not an unclear request or a detail that was added later. It was documented at the time of purchase and was a major design feature of the dress that I specifically wanted to keep. After finding out the buttons were missing, there was more than a month of back and forth about how the issue would be handled. On two separate occasions, we were told the buttons would be sent with the dress and that I would be responsible for finding someone to add them, then submit the invoice for reimbursement. Eventually, we were told that they had found someone who could add the buttons before the dress was sent. I’m glad that was ultimately resolved, but it should not have taken that amount of time, repeated follow-up, and uncertainty to correct something that was clearly documented on the original order. After waiting six months, I finally received the dress and have now discovered another significant issue: it does not fit. When I was measured at the time of purchase, I was between a size 8 and a size 10 and was specifically advised to order the size 8. I trusted that recommendation. My wedding is in November, so I am now less than three months out and dealing with a dress that does not fit after already spending months waiting for an issue with the original order to be corrected. That has taken what should have been an exciting part of wedding planning and made it incredibly stressful. I fully understand that wedding dresses commonly require alterations. What I do not consider normal is being advised to order a smaller size that does not fit, having a major design feature that was specifically documented on the order omitted from the gown, not being informed when that mistake delayed the dress, and then having to repeatedly follow up myself for information and a solution. The dress itself is beautiful, and our initial appointment was wonderful. Unfortunately, the service, communication, and follow-through after the sale did not match that experience at all. For such an important and expensive purchase, especially with my wedding now less than three months away, I expected much better communication, accountability, and attention to detail.