Extremely disappointing customer service experience. I ordered a dress with next-day delivery which never arrived, and resolving the issue has involved multiple conflicting responses from the customer service team.
During the process I received three separate email responses from “Miranda”, who was presented as a customer service representative. The information provided about the returns policy and return date was later confirmed to be incorrect, and I was subsequently told that “Miranda” was in fact an AI assistant. At no point was it made clear that I was communicating with an automated system, and I relied on the information provided as accurate. The return window turned out to be shorter than what I had been told.
Alongside this, I was advised to wait before any action could be taken regarding a missing parcel, experienced long delays in responses, and received inconsistent guidance throughout.
As a result, I am now hundreds of pounds out of pocket, without a wedding dress that fits just weeks before my wedding, and still without a proper resolution or meaningful support from the company.
Given the misleading information and poor handling of this situation, I now have to escalate the matter through formal consumer channels and my card provider to try to resolve it — a situation I did not want to be in.
I hope the company reviews its customer service processes, particularly the use of AI in customer communications, so that other customers do not experience the same issues. This has been extremely disappointing and damaging to my confidence in the Nadine Merabi brand. I would welcome a response from the Nadine Merabi team to resolve this matter.
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