Pronovias Reviews 21

Please DO NOT BUY FROM THIS COMPANY
Bought a dress and 2 veils for my daughters wedding. Went to put her veil on the day and they had not joined the veils. Paid an extra £100 for this service.
The worst part is I have complained directly to the store manager who did not bother to call back, then called head office twice. Then submitted 2 emails that they requested but still nothing. They also charged £500 alterations fee for her dress which was 2 seams that would have been no more than an hours work. I know this as I sew.

Writing one month after my appointment at Pronovias. Paid £65 for my Vera Wang 2-hour appointment at the London flagship and travelled all the way from Manchester the day before. A week before the appointment I was told to look at the website and list those dresses I would like to try, all of which were Vera Wang. The admin assistant replied to say thank you and looking forward to meeting you. When we were 10 minutes out of London the day before my appointment I received a call to say only 1/14 dresses I asked to try were available in store. Not only this the selection of Vera Wang dresses in store were incredibly limited. I tried on 2 dresses in store, lasting only 40 minutes, no fizz supplied. I asked for a refund after the appointment given I had paid for travel, a hotel the night before and a nightmare appointment. Still no refund received despite over 5 chaser emails. Not only this, when we asked the stylist where I could try the other dresses on their website she said no idea, and didn’t even offer to follow up to find out for us. Beyond disappointing appointment and a waste of a whole weekend for me and my family.

Truly a nightmare of a wedding dress experience with the Houston Pronovias Store. My fitting experience was positive and I loved my dress. The fitting and alterations process was a complete nightmare. My dress sat from my first fitting in July with no work done until October when they called me and rescheduled my second fitting saying they needed 1 more week to work on it. I arrived for the rescheduled fitting from out of town only to be told my dress was in New York and not even in the store. They offered a partial refund for the inconvenience. When I finally got to my second fitting the bustle was completely wrong and they asked if I wanted to just take the dress. So I paid for 2 fittings and only got one. Then when I went to leave they held my dress hostage until I paid the amount that they had offered to refund me. They told me I would need to reach out to corporate through the online portal to resolve it and wouldn't even give me a contact. So I did that, and a month later I haven't received a response despite them saying I would get one in 48 hours. DON'T BUY YOUR DRESS HERE.

If I could give zero I would!!
On visiting the Bond Street branch we met a lady that didn’t speak the best of English, so lots got lost in translation’ which isn’t great when detail is crucial.

We found “The Dress” there were requested alterations to the sleeve design and measurements were taken and we were advised of the dress size that was going to be ordered and then altered to fit my daughter. Those alterations were going to cost just under £500 on top of the dress price. We trusted the process and agreed as this dress was going to be discontinued so we had to commit.
Two weeks ago so 18 months later my daughter went for her first fitting, sadly I was away so couldn’t make it. The horror that ensued was quite unbelievable. The dress was three sizes too small, the waist to shoulder too short and the sleeves were the original design and too short, the dress is lace so not easy to alter the length was so long even on my daughter who is tall. As they squeezed her into the dress they promptly told her she had put on width!!! But it looked fine! The dress is Aline so this had no bearing on anything and was also not true. Eventually my daughter left having been told to pay the second chunk of money. When she sent me the photos it looked awful she said she was assured they could let it out! Having worked in fashion for many years I knew that this would not be possible without putting extra lace panels in which would look awful. I told my daughter to go back which she did eventually the manager joined them she agreed that it was their fault and the dress was a size that my daughter had never been! She said as the dress was discontinued she wasn’t sure she could get one. She eventually found one in Spain but it was slightly different and was sheer on top and lined differently on the bottom we were assured all could be sorted.
Our second fitting! We were greeted by the lady that took all the wrong measurements the first time. Charming but flippant in her approach with no real sense of how awful this experience had been and how it traumatised my daughter was and that this had led to her falling out of love with the the dress. The replacement was way too big which we had been told. I managed and suggested the pinning! After a while we got to where we wanted it, now the sleeves, the lady got out a screwed up pile of lace from a bag, this is what was going to be used to make the new sleeves! Great! Just as we were about to get the dress taken off I said best to try the veil on, good job she did as it was also wrong they had bunched up the lace into a horrid canopy!! It should have been completely flat. The lady said “Oh don’t worry I will unpick it all and it will be fine” this was the response, the veil was £700! I am yet to see the finished article.
We go back on Monday to collect the dress.
I wrote formerly to complain and then had to chase to be told having reviewed my case I had no grounds for compensation as they had got a replacement and my daughter had agreed. Did she have much of a choice a couple of weeks before the wedding! In writing they said they weren’t prepared to deal with me as my daughters name was on the contract, as the bride of course it would be, but as her mum I was paying for it. Another delaying tactic on their part, as I want compensation when I collect it. I have written five more emails including an email from my daughter giving them authority to deal with me. Still nothing. This is the worst service I have received for a very long time. How are they still trading. I will engage a solicitor if that’s what it takes.
Please do not deal with them save yourself the stress upset and worry.

Overall, Pronvias offers the worst possible customer experience. They don't understand that they sell luxury dresses at luxury prices, and just treat you horribly. The people that work here are rude, mean, and plain inconsiderate, with complete disregard that buying a wedding dress should be a meaningful and special occasion, and turn the whole experience into a nightmare.
Please don't buy anything from them.

What an extraordinarily poor experience.

This company gave me so much additional stress leading up to my wedding and simply didn't care - despite being in the wedding industry.

The complete lack of competence within the company is widespread - customer service, seamstresses, front of house. Please train your London staff better.

My dress wasn't even complete when i had to take it to my wedding. The amends had been so poorly done 3-weeks prior to my wedding i was told they would have to start again...surprise surprise it wasn't finished.

I have been in contact with customer services and apparently i'm on a waiting list of complaints...that tells you everything you need to know. I now can't get through as their line is constantly on "busy", I trust them so little that i wouldn't be surprised if they had blocked my number.

Please do call me if you'd like to refund me for the additional train journeys i had to pay for as your staff hadnt done their job. Please do call me if you'd like to refund me for the hours of work i had to miss to keep having my dress fitted and not amended. Please do call me if you'd like to refund me the emotional stress leading up to and on my wedding day.

I've seen so many negative reviews about your business - why don't you try and learn from them!?

Not the experience i expected
Not the experience i expected, avoid. After planning a whole weekend away in London with my mother, grandmother and mother in law, we were advised the day before we could only take in 2 guests, therefore had spent on hotels and trains for one my party to have to stand outside on a cold, windy February day, ruining what should be a once in a lifetime experience. Just to add this is after all covid restrictions have been lifted (we have not had such stringent rules at any other bridal shop we visited) we also had to wear masks after mask restrictions had been lifted - again not making dress shopping an enjoyable experience vs other stores we visited.

Its a large flagship store, however did not have many of the dresses shown online I wanted to try (which was a surprise given its their flagship) We were also advised you are not often able to personalize the dress as the website claims (website claims you can add various sleeve lengths, overskirts to certain dresses) this was a big reason we booked this store in the first place so was very disappointed, seems like a marketing ploy to get people through the door.

I did however, fall in love with a dress during my visit. To make it my own i wanted to amend one aspect of the dress which was a fairly simple amend. Our consultant advised she would have to check with her manager and took my details to contact me the following Monday. I never heard anything back and Pronovias did not follow upon any of my queries.

As it is such a large store, i can't say its a very personal service - it very much feels like you are just another number to them.