I felt compelled to share my terrible online shopping experience as a serious warning to future customers. My interaction with this company was a complete nightmare, filled with broken promises and shocking customer service failures. When I needed my order urgently, I was promised reliable service, but the reality was deceitful. I was told my dresses would be overnighted on Wednesday. I was told "you have no worries." My dresses will not arrive on time and they were shipped priority NOT overnight! It says it on the tracking! To make matters worse, when I tried to follow up about this deceit, they blocked me. Terrible business practices aside, I later tried to give them a second chance and STILL had the same unpleasant experience. I asked for the Carrie dress with train and was quoted a price. Paid that price and then was informed the train wasn’t added bc I didn’t add it. But I paid the EXACT price I was told to pay when I asked for the dress WITH TRAIN. This pattern of miscommunication and failure is why I immediately reached out to customer service to demand accountability.

Customer: I need to understand why I paid for the Carrie dress with a train, but I’ve been told the train wasn't included in the order. I paid the exact price I was quoted for the version

with

the train!

CS Rep: Thank you for bringing this to our attention. I am so sorry for this serious mix-up regarding your custom order. That is completely unacceptable. Can you please give me your order number so I can review the original invoice and the production notes?

Customer: My order number is 4598. This mistake has also caused a huge delay; I was told my dress would arrive yesterday but because my dress was not shipped accordingly it still isn’t here. I trusted your team and this is the second time you’ve failed on fulfillment and delivery promises.

CS Rep: I see the tracking and the payment discrepancy now. We take full responsibility for quoting you one price and then failing to include the specific design element you paid for. Here is more info about GraceQueens Tops stop by the page. As an apology for both the shipping delay and the item error, we can offer a 75% refund on the dress, or we can have the correct dress, including the train, produced and shipped via guaranteed overnight service at no additional cost.

Customer: I need the dress, but I need it correctly and fast. I want the correct dress overnighted immediately, and I expect confirmation that the train is officially part of that shipment without any additional fees.

CS Rep: I understand. I will personally manage this order, and I guarantee the correct dress with the train will be shipped out within the next business day using the fastest possible service, and I will issue a partial refund for the inconvenience you’ve faced.

The reason I left this review on the website is to hopefully prevent others from falling into the same trap.