I ordered a dress on April 2nd for my graduation and it shipped the same day. The tracking stopped updating entirely on April 5th and has shown no movement for 11 days. I contacted Oh Polly multiple times via WhatsApp and was repeatedly told to "monitor the tracking" and wait for a courier investigation taking up to 5 working days. The courier then promised delivery by April 16th — that date has now passed with no delivery and no contact from Oh Polly.
I made clear from the beginning that this is my graduation dress and I need it urgently. Despite this, I have been passed between multiple agents (Lou, Eleanor, Bailey, Lowri), given conflicting information, and offered a $10 gift card as a "goodwill gesture" — which does nothing to solve the problem.
My parcel appears to be lost, my graduation is days away, and I have been left without a dress or a resolution. The customer service has been deeply disappointing for what should have been an exciting purchase. I would not recommend ordering from Oh Polly if you need your item reliably delivered.
Oh Polly has failed to take any real accountability or urgency here. I now face the possibility of having no dress for my graduation because of their courier mismanagement and poor customer service. Truly devastating experience from a brand I trusted.
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