I recently purchased three dresses from TrueBrowns last week, and unfortunately, my experience was extremely disappointing.
All three dresses arrived in poor condition. They were not properly ironed and appeared as though they had been previously used. The finishing and fabric quality were not up to the standard shown on the website. The products looked significantly different from the display images.
Additionally, although I ordered size Large, two of the dresses received were labelled Large but measured closer to XXL in actual fit. The sizing was clearly inconsistent.
When I contacted customer support for an exchange or return, I was informed that these items were “non-exchangeable and non-returnable.” Despite this, I provided detailed explanations, measurements, and more than 4–5 photographs as requested by their representative. I spent considerable time trying to clarify the issue.
I was told I would receive a response within 24 hours. Instead, I received a reply after three days, stating that the products could not be exchanged or returned and implying that I should have checked before ordering.
As a customer, I expect accountability when the issue involves:
• Incorrect sizing
• Poor finishing
• Products not matching website images
The refusal to take responsibility, even after clear evidence was provided, was deeply disappointing.
Based on this experience, I will not be ordering from TrueBrowns again. I hope the brand improves its quality control and customer service policies so that other customers do not go through the same frustration.
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