Review Time
Poor customer service, returned 2 dresses and only 1 dress processed as a refund. This was 1 complete order, all returned on 24/07/25 in the original box and received by Needle & Thread. As a consumer I’m concerned where the other dress is? Maybe on warehouse floor ? Leaves me in a precarious position. I’m shocked both were not processed together. Emails/Telephone calls made and still waiting. First time order and I won’t ever order from this company again. Order 141237.
I wanted to amend my order after placing it directly. Contacted the customer service team who informed me that my order is misplaced and they will investigate the matter and revert back to me. The order was then shipped without amending it. After receiving the order I was trying to issue a return label but there was an issue with the return portal. I contacted customer service and my issue was not resolved yet. Really bad customer experience
So many great things to say about Needle and Thread!Thorough information on the website in regards to dress "flow" via their video as well as clear images of the garments and accurate sizing help you select a product. As well, the return/refund procedures were such that they allow the customer to feel at ease when purchasing a product without worry of hassles if the product doesn't fit or if it is not what the the customer was expecting (not that it would ever happen).I will continue to purchase these magical gowns for my special occasions and by the way, I have had numerous compliments from other guests. You truly feel beautiful when you are wearing them.
I ordered a dress for a time sensitive event 2 weeks ago (9 business days). It is not here. I contacted customer service 4 days ago to inquire as to the status. Got an AI auto reply saying a representative would be in touch. Haven’t heard a peep. Tracking app only says “in transit.” I expect better for a dress that’s $780. No idea if it’s worth it or not because I haven’t seen it. It will probably be so late that even if it’s perfect, I’ll have to send it back because I’m not postponing my wedding.
I ordered 6 dresses, all equally amazing dresses and so happy with the one dress I kept. However, still waiting for my refund almost six weeks later. Six Needle and Thread dresses add up to a lot of money...£2500 plus! Money that is now outstanding on my credit card. Worst thing is, Needle and Thread do not acknowledge when they have received the return. So now I am living in fear, wondering if they were ever returned! Really bad return customer service leaving customers in limbo. High quality dresses, but low quality care that really does need to be addressed.
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Needle & Thread. An ultra-feminine contemporary womenswear brand for your every moment. Exclusive collections and styles. Shop Needle & Thread dresses, gowns, tops and skirts with next day delivery.
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