Adrianna Papell

No petite sizes so hard to fit shorter ladies. Will need to pay for alterations. Buyer Beware... Return policy is just 30 days so make sure you comply. It takes them weeks to process your return and weeks to issue you a credit. Then they dictate how you can use that credit. Can't split it. Must be used all at one time but never state that on their website. Poor Customer service. I would NEVER but there again. Just not worth it. Too many other nice dress/gown options from stores and sites that are much more customer friendly.

I can't even tell you if I like the dress or not because it never came. I ordered a ball gown for a once-a-year special event with a week to spare, and paid for 2 day shipping. On the expected arrival date, the dress never came. I begin tracking the dress and the shipper blamed the company and the company blames the shipper. It is now the day of the ball and I have no dress and no money to go buy another one because they have my money for the dress I was really hoping to wear. Customer service sucks and no one really cared.

I bought two dresses online thinking that I would decide which one I wanted and return the other one without difficulty. I mailed back that dress on February 7th. It is March 15th and I still do not have a refund. I called several times only to be put on hold for 30 minutes or longer without anyone ever answering. I sent several emails to the customer service department without any response. Once I finally did get a hold of someone, they told me that their warehouse receives the returns and they cannot verify whether it has been received but that it can take 3 weeks or longer to process the return. And to just keep calling back. If only you didn't have to wait 30 minutes or more each time you call and still not get a person to speak with. I am very disappointed and will NEVER order from them again.

It is hard to believe that this company can offer such poor customer service. I purchased a dress at a promotional price. Unfortunately, it was the wrong size, but this company will not offer an exchange at that price, I have to pay the full price. When contacting customer service, I found very little help. The person (Cheryl) did not even want to give me information as to where they are located in order for me to speak to someone else. She would not give me any contact info except their email address. I highly doubt that anyone in this company will get back to me. Working in this industry, I can say that I have yet to encounter a customer service person who was less helpful, courteous and willing to actually offer some customer service. DISAPPOINTING!

I am a bridesmaid in a wedding and ordered online on Cyber Monday. It was 30% off, so I got a great deal on a $300 dress. When the dress came in the mail, there was a huge hole in it, so I called customer service and asked them if I could send the dress back and get a new one. Same size, same dress, same color. They said no, they do not do exchanges. I would have to return the dress and then repurchase at the original price. I decided to just return the dress and I contacted customer service again and they told me I had to email them pictures of the dress and the tag to confirm that it was ordered from them and that it was damaged. SEVEN days after sending that email, they sent me a return label. I mailed it back to them the next day. 3 weeks later, I had still heard nothing, so I called them and they said they might have received the dress, but it takes 30 days to process the return. On January 27th, I received an email stating that the dress was received and that it was now going to take 14 days to process the refund. I finally received my refund on March 3rd. It took FOUR months for me to receive a refund on a dress that I had received with a hole in it. Obviously, I had to purchase the dress elsewhere before I had the refund. Awful customer service. My emails and phone calls were even escalated to corporate... they clearly did not care. NEVER ordering from this company again...

I ordered directly from Adrianna Papell site, choosing a gown for a new year's eve night at the Kennedy Center. I placed the order on Dec. 26th as it said guaranteed 2-day overnight delivery and this allowed 5 business days for mailing. Not only did I not receive it, I finally got an email saying it would arrive Jan. 3rd. With no explanation. When I called to cancel they said it was too late and I would have to return it with the shipping at my own expense but I could be refunded the rest. I received it, printed the return label and returned it. After a month of hearing nothing from them I called. They said they received it but it was being processed and could take up to 30 days. A few weeks later I called, they said they sent me an email for a store credit because it was a final sale. 1) untrue, I never got an email 2) they told me from the beginning I would be given a refund. I said I never received anything and they said they'd sent it out again. Today, March 6th, I called AGAIN saying I would need to speak to someone else because this has been going on for 3 months now and I still have not even received a credit. I don't even want to purchase anything else from there but the lease I can do is get something back. This is one of the worst customer service issues I've ever encountered. I would never recommend them to anyone. Save yourself the hassle.

Dress quality was nice, but the fit was too big, so I initiated a return. Adrianna Papell never bothered to send me a notification that the return was received and processed, not did they respond to my follow-up inquiry. Only after my second inquiry, weeks later, did they finally respond. Not the customer service I would expect. I would recommend purchasing their products from a department store or reliable retailer instead.

I am deeply disappointed with the customer service AdriannaPapell.com provided. I've sent an email to customer service (which has either gone unnoticed or the company just refuses to acknowledge or answer) and called customer service 3 times. I called and wrote about experiencing a glitch in the computer system that resulted in me ordering the same final sale dress TWICE BACK TO BACK. Their system never generated an order confirmation for the first order, so I ordered the dress a second time. Panic ensued as I realized this was a final sale item and I needed to cancel the order. My email and calls to customer service took place days before the dress shipped, but customer service said there was nothing they could do and couldn't even confirm whether or not I could return the item - even if I didn't even open it out of the box! The customer service representative said that my only recourse would be to reject the shipment. That is unethical and I have someone sign for my packages, so it isn't even a solution. I asked to speak to a supervisor, but after waiting 20 minutes I hung up - the company clearly doesn't care about their customers or their time. I don't understand why the company is penalizing a customer. They couldn't cancel the order even though the item had not shipped I called and emailed days before shipment! Assuming I can return it (which no one on their end can confirm but I am going to try) I am stuck paying the return shipping costs. I just returned a dress I ordered and received last week. Based on the reviews I read, who knows if I will even be refunded. I will never order from your company again and no one else should. If you need one of these dresses, purchase from Nordstroms! BUYER BEWARE ADRIANNA PAPELL DOESN'T CARE.

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Thanks again,
Adrianna Papell

My Review:
Damaged Dress, Poor Customer Service
I am getting married in October and decided I did not want a traditional wedding dress. I first saw the Floral Beaded Godet Gown with Sheer Neckline in Nordstrom and fell in love; however, Nordstrom only had a 16 left in stock. I needed a 4 and also needed the dress in petite. I immediately went to the designers site, and promptly ordered my soon-to-be wedding dress. The dress was delivered in its anticipated timeframe, and there was something magical about removing it from its perfect folded tissue paper. Upon picking up the dress, there was a rapid flood of "tinking". Along the back zipper, there was a loose thread and an entire flower shape of beads rushed off the dress once it was in a vertical position. So many beads fell, and the slightest touch of this loose string would cause more to come undone, that the integrity of the dress was ruined. I called customer service where I explained what happened from the top - I want this as my wedding dress, etc. My initial plan was to simply exchange the dress because it was perfect. Having worked in customer service my entire career, I must admit I probably have higher expectations than most, but this was hands down the worst customer service I have ever received. When I asked if any 4 petites were in stocks, I got a simple "no". In looking on the website, there were only 10's left. When I asked if this dress would be restocked, "I don't know". Now, to be fair, she did answer the questions, but there was no empathy in the fact that I was sent a damaged dress. I then advised that if I could not re-order this dress I would like to return it. The customer service advisor stated "I was not allowed to return the dress until I submitted photos and corporate deemed that I was not the one who damaged the dress." I was told she would send me an email of next steps, and that email never came. I called back several days later asking when I would receive this "next-steps"email, and spoke to the same un-kind representative. She advised that was never the case and I needed to submit pictures ASAP if I wanted to be able to return the dress. She stated corporate would be in touch within two business days after reviewing the images. I submitted pictures and waited two full business days, being this was over the weekend. I called back two full business days later - and this time, actually spoke to a very kind representative. I believe her name was Ashley. I explained the situation to Ashley, and advised it had been two full business days and I had not received word about my return. Ashley advised it would be another 1-2 days before I heard something. Being this return was right around the holidays, and having to have the box postmarked by a certain day to be able to return, I asked if she could escalate this since the appropriate timeframe had already passed. Within 45 minutes a paid postage label was emailed to me, thus showing the damage was not my fault. I will say that I did appreciate the paid label. I absolutely understand that companies have policies set in place to prevent someone from ordering a lovely beaded dress, ruining the dress, and then trying to return it; however; the customer service received twice would make me never shop with this company again. The dress was gorgeous and many stores are starting to sell this line - Macy's, Nordstrom, and I even just found their dresses on Amazon. All of these places will provide you with a better customer service experience, and will not make you feel vilified. I will also add that seeing how rapid the beads feel off, I don't know if I would ever sit in the dress. It would seem the beads would come loose after one good sit.

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Adrianna Papell | 500 7th Avenue | 10th Floor | New York | NY | *******
*******450

The dress was lovely, but woe betide you if you ever need to work with either the website or their customer service. They are soooo bad. Also be careful of their saying there is a discount on your dress and then never giving you the discount. I called over and over, spoke with various people who said they would contact me back and fix the issues but never was contacted. Tried to contact them online but the website wouldn't let me. They asked for a review by email, so I said the dress was nice but the customer service was terrible and they wrote back saying my review didn't meet the website's standards so they couldn't post it! I am thinking of contacting the BBB.

I bought three dresses from A. P., with the idea of keeping one and returning two. Unfortunately, none of them fit. I thought it would be a simple thing to send them back. Wrong! I tried using their web site to print a return mailing label but kept getting an error message. So I called their customer service number and was told there was nothing they could do for me regarding a return. The woman I spoke with said their customer service number shown on their website is only for placing orders, nothing else. So how does one go about getting a preprinted mailing label to return items? She said she would have to "elevate" my case and someone would get back to me via email within 48 hours. ELEVATE MY CASE?! As if this is the first time anyone has tried to return one of their items?! All I'm trying to do is get a preprinted label. Of course no one emailed me so I called again about my return. I asked the rep if she could just email me a preprinted label. Her answer was that she had no way of sending me an email! O. M. G.
For a company that sells high end women's clothing etc. that I assume has been in business for a while, they don't seem to care about keeping their clients. You might think I was asking them to reinvent the wheel. How have they gotten away with treating their customers like this for this long?
By comparison, I ordered two dresses from Nordstrom and had to return one. I had my return label printed out, on the box, and out the door in less than 5 minutes.
I'm sending the dresses back but I am very skeptical that I will see my $700+ refund any time soon.

I ordered two possible dresses for my wedding reception and neither fit. I checked the website for the refund policy which lists *14 days*. I sent my package back 2-day delivery and it arrived yesterday according to the tracking number. I just called customer service to see if they would show compassion for my situation given the fact that my wedding is next week and we need that $350. The dresses are in their possession. The lady showed zero compassion. Zero. Then, she informed me it could take up to *30 days* for me to get my money back! That is absurd. To make matters worse, I ordered another dress in a size up once the others didn't fit (before I realized their awful business tactics). So now, I'm waiting on almost $500. This is devastating. That was money for our honeymoon. When you try to fill out the "contact us" form on their website, it's broken. I have emailed and am waiting to see if I hear back. I would NOT order directly from this site ever again. You can find their dresses in almost all major department stores who have GREAT customer service and return/refund policies.

I returned a very expensive evening gown to them three months ago, never worn, in pristine condition. It was sent back approximately 1 week after receiving it, well within the stated time limit for returns. After numerous phone calls and a litany of excuses, I am still waiting for them to refund my money and am starting to think I may never be refunded. Online BUYER BEWARE when dealing directly with this company! Their products are lovely but their business practices are very shoddy/shady.

I ordered three dresses for prom, for my daughter, with the intention of selecting one and returning two. Once the three dresses arrived, she made her selection immediately and the other two were returned exactly as outlined in their policies. Two weeks later, no credit had been given, so I called their customer service. They asked me to patiently wait a full 30 days. No problem. I waited 45 days, still no refund. I called, gave them the tracking number from shipment and the order number. Five days later, I received an email that they had refunded ONE dress. I immediately emailed them asking about the other dress. NO response. So I called them just now (it has been 51 days since they received the dresses) and after 20 minutes on hold, the rep told me she "expedited" the refund of the other dress. I have my fingers crossed that will happen. The total for both dresses is about $535.00.

This has taken way too much of my time for such a simple transaction. I will say that the gowns are beautiful, but I will not go through this hassle again in the future.