"I bought a wedding dress from Joswen.com
The dress came, but it didn't fit at all, my measurements did not appear to have been followed the dress was too big and in places too small (the sleeves). The buttons at the back were bright white instead of ivory white like the rest of the dress. I contacted the Joswen customer service and asked for a part refund, because custom made and redesign were a little extra money and wanted that bit back. I was confident a local seamstress could put it right. Joswen, up until this point were very good and immediately gave me that extra money back with an apology. So I felt reassured that in case of further problems I'd purchased from the right company.
The dress arrived just before Christmas and I couldn't get anyone to see me until the beginning of January. I consulted 4 seamstresses and they all said that more or less they had to remake the dress. The cost was going to be triple of what I had paid for it and the other predicament was finding the same exact fabric colour, the seamstresses appeared unsure, 'm not sure why it's impossible to find the same exact colour, but I couldn't source it locally. Although the dress was too big they wouldn't have been able to use the extra material because they would have been small trimmings.
This is when I decided to return the dress and ask for a full refund and start again locally. This is when things started going wrong with Joswen.
They insisted they had quality control pictures that the dress met my requirements (because a dress that doesn't fit me is exactly what I require!?). They said to sell the dress myself to make up for the money I needed to buy another dress. I was outraged by this response from Echo the customer service person I was dealing with from the beginning. I too, had pictures that proved the dress didn't fit and I suggested Echo to review their Quality control if this was the end result.
I exchanged a few emails with Echo who in the end sent me instructions on how to return the dress and that they would do a full refund, but still insisting they had met my requirements.
I sent the dress back to China from UK and was expecting a full refund. I wasn't sure what they were going to do about the postage expenses, but I was going to ask them to cover for that because it was not my mistake. A week later I found that I received only a part refund and when I questioned it, Echo said that they retain 30% restock fee. This was in the terms and conditions she had sent me, however it was clear to me that it would only be applied to a non-faulty item and from my point of view, my end product was faulty.
I wasn't happy with this so Echo eventually escalated to a presumed supervisor called Alex, with whom I've been exchanging a trail of emails back and forth for at least 3 weeks. Alex is adamant that they followed my instructions and actually I've come to a point now that I believe her, she sent me photos with the tape measurer near the dress and I'll check them later. So let's presume they are right in saying they followed the measurements: if my seamstress didn't make a mistake and if they didn't make a mistake, there is only one explanation for the end result: the claim that they can make a made to measure dress from a distance it's a false one. Given this experience it not possible for everybody to have a made to measure dress from a distance. To me it makes this claim fake and creates false expectations. Alex is not willing to admit this in fact, to add to injury Alex antagonising ways made the matter worse for me. Alex wrote in one of her emails 'once you see for yourself the measurements meet the requirements, being a reasonable and rational person, you'll see clearly that the fault doesn't start from here'. In the course of our email exchanges she said I had had to take accountability for the end result, that when I write my negative reviews I should add their photos and my measurements to the reviews. Alex said that Joswen was being so gracious to give me the refund yet they were not at fault. Now why would they even consider to process any refunds at all if they did nothing wrong? They are not a charity and I am not a charity case. Alex was antagonising throughout the process, she never addressed my numerous requests to speak directly with the presumed Australian owners or any other manager. I was stuck with her and Echo to try and make them see my point of view. I was angry at first and it reflected in my emails, but then I calmed down and I even tried to let Alex see how her emails were antagonising, but she put it down to my interpretation and took no responsibility for how she chose to put her point across to me.
Bottom line Alex insists that I am accountable and I'm not getting my full refund. A full refund to which Echo had agreed at first. So now I'm out of pocket and I should be grateful according to Alex."
"I have bought a dress for my mom for my brother's wedding. She is very short so we decided to order a custom made dress. The dress appeared within 2 weeks after we ordered it and my mom was sooooo happy. The dress was very well made with good quality materials. Thank you Joswen.com for making my mom happy!"
"The dress is beautiful, it fits almost perfectly. I would suggest to check their size chart first and don't order based on your normal size. "
"The dress arrived very quickly, and it was just what I had expected."
"Great dress, great material! GREAT QUALITY! I was surprised to have received the dress from Joswen.com. It was more than I have expected! Thank you so much for the awesome job!"
"Shipping was very fast, received the parcel only in two days after it was sent out. The dress was beautiful and of good quality. I have been very happy with Joswen.com."
"My dress is awesome! Love the color, quality and design! I love everything about it!"
"I was skeptical about to buy a dress online, but the price was so good and I thought I could give it a try. I put my measurements to get the dress custom made. I was scared that it may not fit me. When I received this dress it was exactly as the picture. This dress is my exact size and it is gorgeous. I love it!! "
"A absolutely beautiful dress. I got it quickly. It looked great and good fit also.
"
"It was as beautiful as in the photo. All the details were just gorgeously made. I was very satisfied! Thank you!"
"The dress is exactly what I expected. Very nice quality. So happy to have bought it! "
"The quality of the product is fantastic. I have recommended this website to some of my friends and two of them also have bought their dresses from Joswen.com, they were very happy with the results. I would definitely be ordering from Joswen.com again in the future!"
"The order was processed in a very timely manner, I received it promptly and the dress was exactly as described. So happy with my purchase!"
"I just received my dress and it is fabulous of excellent quality and fabric. Couldn't be more pleased."
"Beautiful dress!! Exactly as shown in pictures!! Excellent!"