My experience with customer support and refunds has been terrible. I pre-ordered a dress and emailed them to confirm if it could be delivered on time (5 weeks away), and they assured me it could. Then I received no communication until a week before I needed the dress, informing me it wouldn’t arrive in time. They then asked if I wanted to cancel and receive a refund, to which I agreed. This initiated a 4-month long back-and-forth where, if they responded at all, they kept claiming they had refunded me but never actually did. It was an awful experience, especially since the dress was quite expensive, as if from a high-end brand. They also offered no discount or compensation for the hassle. Proceed with extreme caution!
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