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    BHLDN

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Trustpilot
1.7 / 5
Corporate Values

Overview

BHLDN has a consumer rating of 1.58 stars from 83 reviews indicating that most customers are generally dissatisfied with their purchases. BHLDN ranks 366th among Wedding Dresses sites.

  • Service
    10
  • Value
    9
  • Shipping
    8
  • Returns
    8
  • Quality
    7
Positive reviews (last 12 months): 0%
Positive
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0
Negative
7
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Critical highlights

  • I have never dealt with such horrid customer service.
How would you rate BHLDN?
Top Positive Review

“Inlove with my kenna gown”

Shoham B.
8/29/20

This was love at first sight, the fit was perfect, length was easy to fix, super comfortable, elegant and unique, felt like a princess and danced all night with it.

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Top Critical Review

“Bldn zero star rating”

Maria D.
1/11/20

Do not order anything from them. I order 3 small tops and 1 full wedding skirt. They arrived in 4 huge separate boxes, shipping charges for all 4 oversized boxes came to £200. Quality of garment were poor. It cost £250 to return the items. I ordered the items in october and only now have I recieved a refund. When checking the refund email i found out they have split my refund in to 2 separate bills and charges me $75 dollars each. Absolute disgrace.

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Reviews (83)

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customer service (42)
mariad414
1 review
0 helpful votes
January 11th, 2020

Do not order anything from them. I order 3 small tops and 1 full wedding skirt. They arrived in 4 huge separate boxes, shipping charges for all 4 oversized boxes came to £200. Quality of garment were poor. It cost £250 to return the items. I ordered the items in october and only now have I recieved a refund. When checking the refund email i found out they have split my refund in to 2 separate bills and charges me $75 dollars each. Absolute disgrace.

stefs25
1 review
0 helpful votes
March 29th, 2022

I swear it's built into their business model to make money off of shipping costs while you try to find a dress that fits. The dresses run so much bigger than their sizing chart says. I don't know how you mess up measurements that bad. Feels so scammy. Also material feels cheap af

Service
Value
Shipping
Returns
Quality
stephaniem943
1 review
0 helpful votes
December 19th, 2019

PLEASE BE CAREFUL before ordering from BHLDN. I ordered a wedding gown and it was way too small, despite me ordering my normal size AND taking my measurements to be sure.

I returned the dress and waited weeks for a refund, but none came. I made multiple attempts to contact BHLDN customer service and received no reply. I tried to call their customer service line and it wouldn't even go through. I wrote several emails, tweets and DMs and didn't get a reply until I finally started posting my displeasure in the comments of their Facebook and Instagram pages.

Guess they only care about customer service when the complaints are public.

jennio4
1 review
1 helpful vote
March 5th, 2020

Do not order anything from this company. They suck so bad. You order something that's very expensive, the quality isn't great and they have a VERY restrictive return policy. STAY AWAY.

kimberlys1589
1 review
0 helpful votes
September 21st, 2021

We had a one hour appointment and we were rushed, we only tried on THREE dresses
And all the saleswoman
Would ask is if we were saying yes to the dress! When I asked her if my daughter
Might be able to try on just one other veil (she only had one offered) she was in the
Middle of writing a sales slip! We weren't even done! She told my daughter she only
Had two hands. WOW we went to another bridal shop in town... awful

Service
Value
emilys1166
1 review
0 helpful votes
March 22nd, 2022
Verified purchase

Ordered a ready-to-ship dress that estimated 1 week shipping time. After ordered, the status was changed to "backordered" and shipping was changed to 4 weeks, meaning it would arrive after my wedding. So I found the same dress online elsewhere, secondhand for half the price. I wanted the belt or sash from BHLDN to make sure the color would match. I was assured it would be quicker shipping and arrive on time. So like an idiot I ordered again… this time my package was lost. Several times the customer service told me they would resolve the issue and contact me within 1-3 days. Every time, I had to reach out and initiate communication to follow up. I finally got my refund. I absolutely do not recommend this company. Sure the dresses are pretty but it is not worth the hassle of dealing with their $#*!ty shipping services. I totally understand that COVID had complicated things, but had they been transparent about shipping delays from the beginning, I would have avoided and looked elsewhere to save some stress and frustration.

Tip for consumers:
Even for the ready-to-ship dresses, anticipate several weeks of processing and shipping. Expect delays for everything.

Products used:
A second hand BHLDN dress (Bonaire style)

Service
Value
Shipping
Returns
Quality
brandyc15
1 review
6 helpful votes
July 3rd, 2018
• Updated review

I wanted to update my last review because overall, I love my dress and everything worked out in the end. I had originally gone to the store to try on and order my dress. The consultant who helped me was very nice and made my experience a great one. She ordered the dress 1 size larger than my actual size in case the dress fit small, however when the dress came in it was too big and needed to be sent back. I was told my dress was low in stock at the store so I was worried about not getting the right size. I followed bhdlns return policy, used their return label and tracking number so when I knew it had been delivered I called to check on my exchange and make sure my correct size was still there. The lady that helped me was super rude. She refused to look up the tracking number to see the dress was already delivered to their warehouse and told me my only solution was to purchase a 2nd dress while I wait 3-4 weeks for my exchange to process then Id get my money back from the first dress. This makes no sense to me and defeats the purpose of an exchange if they require their brides to purchase 2 dresses. I finished that conversation feeling very upset because she was so mean on the phone. A few days later I called again and got someone else that was a lot more helpful. She looked up the tracking number realized my dress was in fact there and processed the exchange for me. Now I have my dress in the right size and I still love it. I wrote my first review right after my terrible phone call with bhldns customer service, I was upset and hurt by how I was treated. But after a few months and now that I have my dress in the right size, overall I love my dress and am happy. I still think bhldn should do a better job at helping their brides with the exchange process because their gowns sell out so fast. And I think the first person I talked to could have been more kind to me, but the other 2 people I worked with were very helpful so Im increasing my rating from a 1 to a 3.

Very Disappointing bridal experience
July 3rd, 2018
• Previous review

I really had a nice experience in the store and love my dress. But when it comes to exchanges just beware. Customer service at BHLDN is very bad. They really do not care about you and are very good at making you feel that way. They would rather your gown be sold out during the 2-3 week processing time for exchanges than help you. I have a tracking number that says my gown was delivered to them yet they refuse to exchange it. I will have to purchase 2 gowns from them to prevent my gown from selling out before I receive the exchange. I am coming off the phone with them in tears from the way I was rudely spoken to. It's very upsetting.

kathyc501
1 review
2 helpful votes
March 26th, 2020

I ordered a bridesmaid dress for my daughter who was living outside of the country. When she returned and tried on the bridesmaid dress it was too small. It hadn't been worn and the tags were still on it. The company refused to exchange the dress for a larger size because it was past the 30 day deadline. The employee I spoke to was very rude. The dress cost $250.00 and I was told that I would just have to order a new one and they would not let me return the old one. Never shop here!

malkix
1 review
2 helpful votes
December 7th, 2019

I've ordered a dress worth 900$ for internationals al shipment. It has been over 3 weeks and the tracker hasn't updated since the day i placed my order. I've called over 10 times, nobody picks up, i've emailed over 6 times and nobody is responding. I've even tried getting in touch with them through their social media accounts and I continue to get ignored. Please advise if anybody has any experience on how to get a hold of them? My wedding is in 4 weeks.

sarahu17
1 review
0 helpful votes
May 7th, 2015

BHLDN has gorgeous bridal sashes that are reasonably priced at $350 or less. Everywhere else I have looked was $500+. They also have great shoes!

shohamb
1 review
0 helpful votes
August 29th, 2020

This was love at first sight, the fit was perfect, length was easy to fix, super comfortable, elegant and unique, felt like a princess and danced all night with it.

emilys617
1 review
2 helpful votes
July 28th, 2020

Ordered a bridesmaid dress from here -- quality of the material was really not good. Customer service is awful. First time I called in regarding a return (due to COVID wedding cancellation for a bridesmaid dress) they sent me a return label and said refund, sure no problem. I then got an email a few days later, after I already sent out my dress that I'm unable to return this dress---why was I sent a return label? And why was I told this after sending my dress out already? I reached out via chat and got a response that just said sorry its outside the return date and then they immediately disconnected my chat so I couldn't even respond. Started a new chat to explain the situation yet again and was told "not sure what you're trying to argue here it can't be returned." Meanwhile they have my dress. Will never use them again.

katief150
1 review
1 helpful vote
May 27th, 2019

I loved my experience at this store and this review is not a reflection of the store or of the dresses, rather a review of my experience attempting to exchange my dress for a different size. My story is that I found a dress I LOVE, with the help of very friendly staff, however I was just barely mis-sized. When I called to order a size up one week after I received the dress and firmly within the 30-day return window, I was told the dress had been discontinued so that it was not possible for me to order another size. Well, to my surprise, the dress popped up again on the BHLDN website available in ALL sizes recently (at this point, it has been about two months from the purchase date and from the time I attempted to exchange the dress the first time). When I called to request an exception, I was told that no one, including management, had the power to override their return policy... and my story was questioned, which felt terrible. My only option at this time is to return the dress and hope for an exception and also hope they mail it back without penalty if that exception is not granted. Bottom line: it may be helpful to ask them for a name whenever you talk with someone on their customer service line (per management today, they will only give you their first name and last initial, but this may be worth it just to have proof, as that seems important), to talk with multiple people if you are trying to return an item within the window and are told you cannot for ANY reason, and/or to go the paper trail route via email. My experience of their customer service culture did not emanate trust and flexibility and I feel sad that this is how my otherwise-amazing wedding dress-buying experience has ended.

leahb262
1 review
1 helpful vote
June 15th, 2021

BEWARE THE FINE PRINT. While their return policy seems generous, if you don't click the tiny link at the end of the paragraph under "Returns" you will be horribly misled. DECEPTIVE wording.

Here is their return policy:
"Our hope is that you are completely satisfied with your BHLDN purchase. If you aren't, we are happy to accept your return or exchange; please keep in mind that merchandise must not be worn, washed or altered, and must be free of stains, pet hair, floor debris, and pin marks.

Merchandise must have all tags attached and be returned in original packaging. Most items must be shipped back to us and cannot be returned to a store. Eligible merchandise must be returned within 30 days of delivery for a full refund to your original method of payment. We offer free returns for any US order! View our complete return policy and/or start your return online here."

If you don't click "here" you won't understand that anything ending in $. 99 cannot be returned. Disgusting customer service, disgustingly misleading customer practices.

Tip for consumers:
Return the WHOLE return policy

Products used:
Wedding dress

Service
Value
Shipping
Returns
Quality
stacip14
1 review
1 helpful vote
February 8th, 2021

They sent me the WRONG size dress. I sent it back and two months later they have yet to send me a refund. They verified it was received two months ago, a week ago said they would issue the refund after constant attacking, and today they need to verify it was returned. Absolutely bonkers how they are in business.

Tip for consumers:
Don’t buy from them.

Service
Value
Shipping
Returns
Quality
michaelf1781
1 review
2 helpful votes
July 10th, 2020

If you return something, good luck getting your money back. I never did. This mistake cost my family hundreds of dollars. Consider yourself warned.

marges67
1 review
1 helpful vote
November 13th, 2020

Word to the wise: don't rely on BHLDN for your wedding party dresses. I'm one of four bridesmaids and while we all ordered our dresses 6 months ago, 3 of us had a rough time getting our dresses. While one of us got their dress with bad stitching, 2 of us (myself included) kept getting backorder notifications. Finally, once my first backorder date arrived, I called customer service to see where my order was. They told me it was on backorder again. So I wait for the second backorder date to arrive a couple weeks later. This time, they say the dress is out of stock. So I ask if there is anything we can do to get the dress as I am a bridesmaid and it would look odd if I don't match the others. They tell me they can arrange it. A couple more weeks go by, I get a cancellation notice. I call customer service. Again, they tell me it's on backorder again. This time I asked to speak to a supervisor. The entire time the CS rep tried telling me it was on backorder then when I explained to them I understand how these sites work and cancellation notices don't just get sent out, they changed their story. This time the dress was completely out of stock and I have no choice but to pick another dress. Too bad the wedding is at the end of this year and all of their dresses are on backorder! Do yourself and your bridesmaids a favor and do not order from these guys. If you're set on their designs, go to Poshmark. This was a rough experience to say the least and not one I would ever choose to go through again.

maureenz13
1 review
1 helpful vote
February 26th, 2020

So excited I found a beautiful dress for my 50th HS reunion. Waited3 weeks for delivery. Recieved a box with a beaded blouse. Called customer service. Sorry, your dress no longer available. They are totally undependable. PS. Purchased a dress last year from them, a 6 is my size with room. The 6 from them was more like a 2. Never again.

katem690
1 review
1 helpful vote
April 28th, 2021
Verified purchase

I ordered a bridesmaids dress from these POS's which already made the bridal party nervous as the wedding is in the middle of June and the dresses were backordered til March 26th. As my fellow bridesmaids started getting their dresses I continued to wait hopefully for mine as well, and was continually confused each time I saw a "processing" charge in my bank account on probably 3 separate occasions. Each time I was waiting for it to go through as there was plenty of money in the account each time. Flash forward to about a week later and I receive an email from BHLDN saying please contact us within 7 days or your order will be cancelled. Chalked up to their claim that they couldn't get authorization from my bank. An issue I have never experienced with Bank of America ordering from far sketchier websites. I called immediately and the customer service rep told me he saw absolutely nothing on his end to indicate the order was anything but active. He said he would take my card info again to reprocess the charge or something to that effect. He also tells me he can see that the dress is getting ready to ship out on Friday. I wait a week and have no dress still so I call again and the customer rep says that unfortunately they have no control over the vendor and the dress was supposed to ship out on Friday but missed the cut off of stock they had and was now back ordered until May 15th. At this point I am giving up on ever seeing this dress. Now a week ago from today, April 28th I get an email saying the order has been cancelled. I call and the person informs me that they tried to charge the account multiple times, giving me the dates through the past 3 months, and one time it got approved and was ready to ship and then when they went to process the charge again it was declined and then declined another time, which makes little to no sense, I know. I obviously, screamed at the person, not because it was his fault but because I literally have never been so bamboozled by a company and because when i went to just simply reorder the dress on a different card it now has a back order date that it ships out on June 1st. I am $#*!ing pissed and if this company was a person I would deck them. Absolute trash. Never order from these awful, garbage losers.

Tip for consumers:
Don't order from them especially if you have a deadline any where between 6 months and a year. This is way too difficult of a time frame for them to manage!

Products used:
Cali Charmeuse Dress

Service
Value
Shipping
Returns
Quality
kaylab146
1 review
1 helpful vote
January 31st, 2020

So the top I wanted was in stock in the color and size I needed. I was going to do a top with a skirt for my wedding dress. When the item arrived it was the wrong color. I Wanted the almond color and was sent an ivory/nude color. Called to exchange no problem, was told the item on the site says not in stock until May but was assured I would receive the correct color in a week or so and to hang onto the wrong item until the new one arrived. A week goes by and I can't track the exchange through the email I sent, so I call again. They gave me the wrong exchange number. They find my order and assure me it's on the way an order just came in. I told the rep it says online the color and size I need isn't shipping until May, will I actually be receiving the correct item? She checks with her supervisor and tells me I'll get the right one. Surprise surprise it's the wrong color again. So I call again and the rep told me I have to wait until May and just gave me a refund. Luckily I'm not getting married until October, but I don't want to wait 4 more months banking on them sending me the correct item. I'll be looking elsewhere for my wedding dress. Other reviews are saying it took forever to get their refunds I hope it's not the case with me, but we will see.

lindab1194
1 review
3 helpful votes
April 12th, 2019

Dress was great. Store was great. Shopping experience was great. Customer service, via email and phone, totally useless!

I went with my daughter to the Chicago store. She couldn't decide between two dresses and the appointment was coming to an end. The consultant suggested that she order both dresses, get them home, and then decide. She kept assuring us that there would be no cost to us to return one of the dresses.

The dresses came. She picked the dress she wanted and packed up the one dress for return. Dress was worn for a couple of minutes; tags were intact; dress neatly in bag; all placed back in original shipping box including bubble like stuff on each side to keep it from moving around too much.

A couple of weeks later I got an email (because I was paying for the dress) that the dress had been received and instead of the entire $850 credit I was only being credited $775. ($800 dress plus $50 tax minus $75 for $775)

I started emailing and calling and have never gotten satisfactory answers.

The first email I sent, I asked why $75 was being deducted. I was told that it was a restocking fee. I kept asking and telling them that my email from BHLDN said I was being charged a "$75 Smart Label Fee". I kept asking what that was and always got none answers like like oh, that's just what we call a restocking fee. No one ever looked into that.

Then I was told that the website said they charge a $75 restocking fee; I countered with that it said there may be a fee.

After many, many emails again and phone calls they just kept telling me that they couldn't do anything about it but never once did I get an explanation.

Then I was told that the dress must have been damaged. I said that was impossible from the way it was packed and that if it truly was damaged they would have refused the return entirely.

During a phone call a rep told me that an inquiry was being sent to the returns department to find out why a restocking fee was charged and would take a couple of days and again my original returns notification email called it a Smart Label Fee.

Well, 5 business days later I still hadn't heard anything and sent another email asking why the decision was made to charge $75

Then yesterday I got: "Our financial corrections team has indicated the $75.00 restock fee can not be refunded. I apologize for the inconvenience." This was attached to my first email from the end of March, not even referring to the returns dept.

Customer service just gives the run around over and over and over again. One of the reasons this store was picked to shop at was because we were told dresses can be returned at no cost. Yes, I want the $75 credit but even more so I want proof of why they charged it not just being told basically that's what we do.

I will warn all future shoppers to not purchase unless you absolutely want the dress don't believe it when you're told it won't cost you a thing' and don't expect any answers from customer service.

heatherb505
1 review
2 helpful votes
December 12th, 2019

The absolute worst service ever! The charged me the day I ordered my dress. It was delayed to ship, which was fine. But the day it was scheduled to ship they emailed me saying I had not paid for it! Then I got no response for email or phone. I then recieved an email 5 days later that my order had been cancelled! I paid $250 for a dress I will never receive!

Absolute worst bridal website!

lucyl78
2 reviews
1 helpful vote
December 2nd, 2019

Echoing many others' complain. BHLDN order is Not to be trusted. First they mislabeled the dress, so the tag was right but the dress in the bag was wrong. Then the return tracking was a scam! I checked the tracking and it only reported that the item was delivered to the agent. That's it. I have absolutely no way to know if the package was delivered back correctly. I am waiting with blind faith that somehow I will get my refund... Side note, customer service number is disconnected.

courtneys341
1 review
1 helpful vote
March 25th, 2021

Terrible with no answers from customer service. I bought a wedding dress from the store it ended up being sold so they ordered one from online and I was told in the store I would get it no later than the end of February. That was a lie. They had no idea when I would be getting it. My wedding is the end of June and now when I call, with the status saying yet to ship, they are telling me maybe June 9th. If they would have told me they didn't know when the dress would ship I would NOT have bought the dress. I would not recommend buying a dress from this place. I am honestly devastated. I have lost all hope I will get the dress.

Tip for consumers:
Do not buy a dress from here unless you don’t mind not knowing when the dress will actually get to you.

Service
Value
Shipping
Returns
susand1043
1 review
1 helpful vote
August 19th, 2020

So disappointed. Ordered 2 dresses for my daughter for my nieces wedding for fit. Picked Express 2 day shipping. One dress arrived 7 days later. The second dress arrived 3 months later. Return policy is 30 days. Couldn't return one because we needed one for the wedding and the other hadn't arrived. The second one arrived in June (wedding in July) and it was better fit. Returned the first one which was past 30 days but they don't take into consideration that they didn't deliver the total order in a timely manner. I sent the dress back but they will not issue a refund and won't return the returned dress to me. Hmmm... seems like stealing. Great business model. Probably reselling the dress. Disputing with my credit card company. Please don't shop at BHLDN if you can help it. Their customer service is sub par. Seems as though they are trained to be difficult and not service oriented. The employee I spoke to was rude and unhelpful. Incredibly disappointed and lost $310.00

Q&A (2)

Answer:

There is nothing that can be called a "customer service" at BHLDN, just a bunch of rude incompetent people answering the phone, but that cannot be called a customer service for sure!

By Alicia M.
See more answers (5)

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About the business

An understated word with significant meaning charmed us. And so began, BHLDN (pronounced beholden). Inspired by the Dutch word for? To keep,? ۝ as well as countless tales from family and friends of the extraordinary weddings they? ۪d been part of, we be...

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