I ordered an Heiress BH dress for an event I had a few days after ordering. I overnighted it, understanding that processing can take a few days, and overnight usually means 2-day. After several days of the package saying UPS had not picked it up yet, I reached out. Heiress tells me it is picked up and they don't take any responsibility for packages after they leave their facility (which as an owner of an e-commerce company, I can say is true to an extent, but terrible customer service). I then reach out to UPS to collect a refund and UPS won't give it to me because they claim they never had the package to begin with. Finally, after almost a week of finger pointing, Heiress says they'll send me the same dress. Well obviously, at this point I don't need it anymore, so I ask for a refund. After more emails, refund was begrudgingly given to me but made sure to tell me it would only be honored ONCE, like I'm the one who did something wrong when they literally never shipped the dress. Your customers should not have to follow up SEVERAL times to handle a package that YOU (the shipper) LOST/NEVER SENT. I shouldn't be threatened that I can only have one refund when this is YOUR mistake. As a business owner, this approach drove me nuts. I understand lost packages happen, we're all human; I'm upset with how badly this was handled, how many times I had to follow up, and how I was made to feel like I was the one in the wrong. I really, really caution against ordering here, I've already cautioned all my influencer/stylist friends against it. This definitely strikes me as the brand that bends over backwards for influencers, so I might as well help them get their name out. Also babes- when reading through your reviews on Trust Pilot and BBB it looks like shipping is an issue for you. Maybe switch your shipper account to FedEx?
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