Berlinnova, did not answer any of my emails, so I had to message there help center on there website ( The little blue icon that pops up) But the live chat bots on there helped out a lot. Order your dr... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
See what reviewers are saying
Despite all these reviews, this company gave me a wonderful prom experience. My mom ordered my dress late and we also paid for express shipping. Like everyone else in these reviews, I was scared and t... See more
Company replied
Would give a 0 if possible. 130$ dress arrived cheaply made looking nothing like the picture. Nothing but a scam. Offer returns on website but just try to negotiate ridiculous terms like ten percen... See more
Company replied
We definitely took a risk after reading reviews. We ordered WAY ahead of time and shipping was actually very fast as we purchased in stock item. The problem was the dress they sent "Resembles" the dre... See more
Company replied
2.2
Poor
323 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 100% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Do NOT buy from Berlinnova
Do NOT buy from Berlinnova! The shipping process was horrible, my dress took over a month to get here, once it arrived the color was not what was shown on the website and it was very cheaply made. I sent an email to request a refund and was offered $19 once I refused my emails have not been answered. Please save your time and take your business elsewhere.
1 May 2025
Unprompted review
Reply from Berlinnova
Dear Emmitt Jackson,
we are sorry to see that this experience did not meet your expectations.
We understand that it can be frustrating when orders take longer than expected. Please note that All of our items have a processing time shown clearly on the delivery page, which will be up to 1 business day after an order is made. Meanwhile, Delivery Time = Warehouse Processing Time + Shipping Time. Besides, business days are Monday-Friday, excluding public holidays. We always aim to get our orders to our customers as quickly as possible, but sometimes shipping times can vary due to factors beyond our control. To meet different demands from our customers, we usually offer several options as solutions to quicken the return/exchange process and save customers' time. Of course, we also support full refunds, which are also given as an option for our customers to choose from. We respect our customers' choices and decisions.
Finally, we would like to look into your case specifically and offer better assistance, but we are unable to find your order number after checking your username. So we have sent you a message and would highly appreciate it if you could get back to us with your order information. Looking forward to your response.
Best regards
Berlinnova Cutomer Care
I ordered my dress in April and it took…
I ordered my dress in April and it took 16 days for them to send me a link to my package . Then after that I had apparently put the wrong address when I did not the address was correct. So they sent the package back. And now I have to pay again for them to send it back to me apparently. They won’t answer my emails. I am so disappointed and I spent $200!!! This website is just no. They need to use a phone number available instead of emails. I am so disappointed. My dress never came and now I’m waiting for company to respond on what I can action on to get my dress because I have an event coming up in June……
4 April 2025
Unprompted review
Reply from Berlinnova
Dear Eliana Pesina,
We are very sorry to hear that you haven't received your package. After verification, your order WBBLNUSSL19386 has arrived. The logistics tracking number is: 9200190373170042351728
If the logistics company/post office finds that the delivery address is incorrect (or you have requested a address change), please contact the logistics company as soon as possible to confirm the correct address:
The address is insufficient. I'm on my way back to the processing center. Please contact the local government. Local Tel: 1-800-275-8777/1-800-222811.
We suggest that you contact the local logistics for redelivery. If you have any questions, please contact us.
Best regards.
Berlinnova Cutomer Care
My 17 year old daughter who works very…
My 17 year old daughter who works very hard for her money ordered a $225 dress and paid for $35 extra for "expedited shipping" so her dress would be here on time for prom. Not only did the dress not arrive on time, but it was not what was described. She had to go out a find a dress 2 days before the event. My daughter reached out a number of times with the problem for a refund and they will not respond. They do not stand behind their brand and will not issue a refund. And to top it off it came DHL in a plastic taped up bag.
24 April 2025
Unprompted review
Reply from Berlinnova
Dear Caron Armatas,
we are sorry to see that this experience did not meet your expectations.
Cupshe embraces different figures. We’ve spent years designing and perfecting the fit for diverse body types. We appreciate all the feedback received. Therefore, your request has been sent to our Design Team and will be reviewed and taken into consideration. Meanwhile, you can also send a request to our customer service next time when you’re not sure which style suits you the best. We’d be more than glad to offer customized suggestions.
Besides, to meet different demands from our customers, we usually offer several options as solutions to quicken the return/exchange process and save customers' time. Of course, we also support full refunds, which are also given as an option for our customers to choose from. We respect our customers' choices and decisions.
Finally, we would like to look into your case specifically and offer better assistance, but we are unable to find your order number after checking your username. So we have sent you a message and would highly appreciate it if you could get back to us with your order information. Looking forward to your response.
Best reagards
Berlinnova Cutomer Care
ASIAN SCAM!!!!!!!
ASIAN SCAM!!!!!!!
Paid for expedited shipping, of course the order did not arrive on time. I have sent emails asking for a full refund and it takes DAYSSSSS *IF* you hear from someone! I am reporting the business and disputing with my credit card company. ASIAN SCAM!!!!! They should NOT advertise an ETA of your items because it is a LIE!
8 April 2025
Unprompted review
Reply from Berlinnova
Dear LaurenCampbell,
we regret any inconvenience or frustration that your experience has caused you.
We checked over the information with the name of LaurenCampbell unfortunately, there is no record in our system. Could you please provide us with your full name? We will use your full name to check your order again. Generally, this is caused by a typo when filling in the email address where the order was placed.
Once we locate your order number through your name, we will promptly send you an email containing all the necessary details and instructions to facilitate the return of your item(s). Your satisfaction is our priority, and we are committed to ensuring a smooth and hassle-free return experience for you.
Best regards.
Berlinnova Cutomer Care
NO DRESS 4 MONTHS LATER // NO REFUND
I still have not received my dress that I ordered on January 10th. It is APRIL 25th!!!! The tracking that's provided is a joke. It hasn't updated since February. It has cleared customs and "in transit, it will arrive later than expected" ya thinkkkk??? I have emailed with them many times and they will not provide a refund since its shipped and shows still in transit. I needed the dress in February. You'd think ordering something almost 2 months in advance would have been plenty of time! I would NEVER recommend this business to anyone.
25 April 2025
Unprompted review
Reply from Berlinnova
Dear Amy Street, we apologize for the inconvenience and frustration caused by the delivery issue with your package.
We are sorry that you haven’t received your package, this is very rare but does occasionally happen due to many uncertain factors during the shipping process. We will reflect this situation to the relevant department and try our best to reduce the occurrence of this issue.
We have processed 100% refund to your original payment method. You can expect to see this refund reflected in your account within several business days, depending on your bank's processing times. Thank you for your understanding.
If you have any other questions or concerns, please do not hesitate to contact us again.
Kind regards,
Berlinnova Customer Care Team
This website is a scam
This website is a scam! Berlinnova is a scam!!!!!!!!! Only if I saw these reviews before I ordered. I paid extra to have the expedited in 5 days. When I fine out the dress was not going to make it in time for my daughter’s prom, I cancelled it but they said I can cancel only once it delivers. It came 3 weeks later which my daughter was out of the country for her senior trip and didn’t open the package until she came back. Now it’s 2 1/2 weeks after they delivered and they said I only have 7 days to decide whether I want to return it or not. Does good business ever do this?!? NO!!! They put so much restrictions that the customer can’t even breathe. The worst experience ever!
24 April 2025
Unprompted review
Reply from Berlinnova
Dear Kim Blasingame,
We are sorry to hear you are having issues.
Please note that all our items have varying processing times that are clearly marked on the product page.
The total time it will take to receive your item is the processing time plus the shipping time.
We truly value your business, and we're eager to do whatever we can to regain your trust in us as a company. If you have any order issue, please kindly feel free to email us.Thank you again for bringing this to our attention, so that we can make improvements for the future.
Enjoy the rest of your day!
Berlinnova Customer Support Team
SCAM ALERT!
SCAM ALERT!! DO NOT BUY!! I wish I would have read the reviews before I ordered. The dress you see on the website is stolen from other sites. They make a very poor attempt to recreate a designer dress. I thought I was buying the actual dress on the website, however when I received the dress, it was completely different. “Customer Service” is a snarky person who offered to give me &50 to ship back the dress. No further refund. It would cost more than that to ship the dress back. Consider your money gone and holding onto an ugly dress if you buy from this site!! I did a google image search of the dress. I found the original designer. I am going to try to contact the original designer to try to get Berlinnova shut down.
22 April 2025
Unprompted review
Reply from Berlinnova
Dear Michelle Henderson, we regret any inconvenience or frustration that your experience has caused you.
We take the quality of our garments very seriously, however, we apologize for our clothing not being the quality that we strive for. We have sent your feedback on the products to related departments and we will keep sticking to uniform standards to guarantee the quality and make them as consistent as pictures.
For your case, we have sent you an email so we can discuss this further with you and see what resolution we can come up with. Please check it at your convenience.
Kind regards,
Berlinnova Customer Care Team
I'm only giving it one star because I…
I'm only giving it one star because I have to. This company is s joke. They say 6-10 days shipping. That's a lie. The dress we ordered isn't the color that was pictured and was definitely not the size we ordered. Then you have to return within 7 days for a PARTIAL refund! Who has a 7 day return policy with a partial refund? Don't order from this company. You will regret it.
31 March 2025
Unprompted review
Reply from Berlinnova
Dear Mallory Gillam, we regret any inconvenience or frustration that your experience has caused you.
We are sorry that according to our return policy, the return period is 7 days. This has been clearly stated on our website. We noticed that your order was signed for on March 31, but you contacted us on April 13 to apply for a return service. This is indeed beyond our return period and we can no longer accept your return request. Our staff has reported your situation to the superior and applied for a partial refund or coupon for you.Please note that you do not need to return the product.
Thank you for choosing our brand, and we hope to have the opportunity to serve you better in the future.
Kind regards,
Berlinnova Customer Care Team
Total SCAM!
12 March 2025
Unprompted review
Reply from Berlinnova
Dear Eliza,
We regret any inconvenience or frustration that your experience has caused you.
We checked over the information with the name of Eliza and unfortunately, there is no record in our system. Can you provide your order number or the name or email address you used when placing the order? We will use them to check your order again . Once we locate your order number through your name or email adress, we will promptly send you an email containing all the necessary details of your order. Your satisfaction is our priority.
Kind regards,
Berlinnova Customer Care Team
Purchased a dress and paid for 3-5 day…
Purchased a dress and paid for 3-5 day shipping my dress has not arrived and they have not responded to my email my prom is in 10 days I ordered the dress 6 days ago
9 April 2025
Unprompted review
Reply from Berlinnova
Hi Jaslyn Diaz,
We feel sorry about the situation.
All dresses are made to order include standard size.
Have you noticed the tailoring time and shipping time under the "add to cart" button at the dress page (which you ordered).
The order total time = tailoring time + shipping time.
Normally it will take 7-12 businuess days for tailoring and 3-10 business days for shipping.
I found you purchased order on April 4th and Our factory has been shipped the order on April 15th.
Here is the tracking link:https://t.17track.net/en#nums=3098831584
Pls, feel free to contact us if you have any questions. We are always here to help.
Kind regards,
Berlinnova Customer Care Team
The return policy is a joke
The return policy is a joke. I purchased a dress that did not fit. I spent a week trying to get them to send me a return address or a return label. They wouldn't message me back until the next day or 2 days later stating that they can issue me a $12 coupon or a $36 dollar refund on a $160 dress. They hold you off until the time to return is past. I have never had an issue with retuning an item like this before! They also have 20 different requirements in order to do the return for a full refund, like order number, item number proof of purchase, a copy of the statement (credit card, Bank account) of where the process was approved, a picture of the package that you are retuning, along with the carrier you choose, a copy of the return receipt, the tracking number that must be trackable,.... those are just to name a few. It also does not specify if it is business days or just 7 days. They also have a chat line, they give you a wait time of at least 15 minutes, and then no one ever responds. Good Luck with the return process, or hope that your dress fits!! Horrible Customer Service!
7 April 2025
Unprompted review
Reply from Berlinnova
Hello Kendra,
Thank you for taking the time to leave a review. I'm so sorry to hear of your disappointment regarding your recent return.
We would like to clarify that when customers request a return service, we provide customers with return options to save time and cost. If customers do not accept these return options, we will provide customers with return instructions and return addresses.
We are sorry that we have to ask customers to provide the logistics information of the return so that we can check the latest status of the return package. Once we confirm that the return package has been signed for by our warehouse, we will process the refund for the customer. If customers want to get a refund as soon as possible, we sincerely recommend that customers take the initiative to pay attention to the transportation status of the return package. Once you see that the package has been signed for, contact us to apply for a refund.
We don't want you to be dissatisfied with your purchase, so one of our team members has reached out via email. I truly hope this helps, however if there's anything further we can do to assist please don't hesitate to get in touch with us. We would be happy to help however we can, as we really want to regain your trust in us as a company.
Have a lovely day!
Berlinnova Customer Care Team
Terrible service total fail
The dress has never arrived. Customer service is non-existent. Any attempt to get someone to deal with you will be deemed hostile. I think they use that as an excuse to justify poor service. After the act you learn this company is in New Zeeland. Choose another company.
16 March 2025
Unprompted review
Reply from Berlinnova
Dear Twy,
We regret any inconvenience or frustration that your experience has caused you.
We checked over the information with the name of Twy and unfortunately, there is no record in our system. Can you provide your order number or the name or email address you used when placing the order? We will use them to check your order again . Once we locate your order number through your name or email adress, we will promptly send you an email containing all the necessary details of your order. Your satisfaction is our priority.
Kind regards,
Berlinnova Customer Care Team
I returned the dress we ordered because…
I returned the dress we ordered because it was not like the picture and we have not gotten refund. This was last year fall of 2024. The ask for a picture of the dress after I mailed it! Now they have the dress and my money. Do not do business with them. I was asked for return information after it was sent. It was too late to get the information after I sent it. Yes I should have held on to receipt but there is no way they didn’t know where to apply the credit. All the information was inside the package with the dress including order number and my contact information. This company are thieves!!! So upset I lost 175.00
30 March 2025
Unprompted review
Reply from Berlinnova
Dear Lisa Rocha,
We regret any inconvenience or frustration that your experience has caused you.
We checked and found that our staff did not process the refund for you because you did not provide us with the return information, including the return logistics number, receipt, pictures of the return package, etc. Please note that we need this information to determine the status of the return package. Once we confirm that our warehouse has received your return package, we will refund you.
You can provide us with the return logistics information via email.We hope to hear from you soon!
Berlinnova Customer Care Team
Complete Scam!! Do not buy from here!
If I could give this place zero stars I would! This is a complete scam. They incorrectly send my daughter the wrong dress. I had to jump thru hoops the get out refunded and then they refund only part of it. I've been dealing with these crooks for 2 weeks and I'm done! BBB here I come. Worst company EVER!!
29 March 2025
Unprompted review
Reply from Berlinnova
Dear Timothy Murray ,
Thank you for your purchase and taking the time to write a product review. We are terribly sorry to hear that you are not satisfied with our product. We will continually improve our product and service in the future. We have sent you an email, your attention and patience will be highly appreciated.
All responses will be used to further improve the quality of our service and products. Please let us know how we may assist you to resolve the issue you have experienced.
Sorry for the inconvenience and thank you for giving us the opportunity to rectify the matter.
Kind regards,
Berlinnova Customer Care
I am scared to purchase a graduation…
I am scared to purchase a graduation dress from Berlinnova because of the mixed reviews. Please help if I should purchase or not!!!
25 March 2025
Unprompted review
Reply from Berlinnova
Hi there,
Thanks for contacting us.
Please rest assured that our company is legal and formal. You may refer to the following facts:
1. Berlinnova has been verified by Norton Secured Seal. As one of the leading online retailers, we send our dresses and other products all over the world.
2. You can pay for your order via PayPal and your payment will be safeguarded.
3. After placing your order, you can always check the order status on our site. Once it is shipped, you will get a confirmation email including a tracking number. All of our express companies are reputable around the world such as DHL, UPS and so on.
4. As a legal and formal company, we have our own Facebook. In addition, many customers have purchased from us and left us good reviews. You may also go to "About us" and "Testimonials" for further information.
Could you please tell us which item you are interested in (need the SKU or link)? We are glad to offer you more information.
Looking forward to hearing from you.
Best Regards,
Berlinnova Customer Care Team
Terrible customer service
Ordered a dress it came on time. The color did not look anything like the color online. Became a hassle to return as no one would get back to me. So I decided to take a $45 credit and keep the dress which my daughter will never wear. I still have not received the refund back on my card and it’s been four weeks. Customer service is terrible. You will never get refunded. And you can never return anything, even though their website says you can.
1 March 2025
Unprompted review
Reply from Berlinnova
Dear Ann Rice,
We regret any inconvenience or frustration that your experience has caused you.
We wanted to provide you with an update regarding the status of your order. We have processed a refund for your order on March 1. If you have not yet received the refund, we recommend contacting your bank to inquire further about the status of the refund. Please be advised that it may take some time for the refund to reflect in your account, depending on your bank's processing times. If you require any additional assistance or if there are any issues with the refund, please don't hesitate to reach out to us. We're here to help in any way we can.
Our staff has also provided you with screenshots of the refund proof on March 1 and March 20.In your case, we have sent you an email, again providing screenshots of the refund proof, payment platform transaction details, and payment platform refund details.Please check it at your convenience.
Kindest Regards,
Berlinnova Customer Care Team
Order my dress on 2/23/2025 Order…
Order my dress on 2/23/2025 Order WBBLNUSSL16781. Not a custom dress site states up to 7-12 days to make dress and 3 days for the expedited shipping I paid for. Which is a max total of 15 days . I contacted the company on 2/28/2025 to check the order status it took them til 3/3/2025 to respond saying my order was processing. I emailed them back on 3/3/2025 and let them know I paid for expedited shipping and my order should have shipped by now and asked to speak with management. I also asked for the tracking information. On 03/05/2025 the company stated that my dress was complete and would be shipping out in A FEW DAYS. I emailed back on 03/05/2025 and asked for a manager and my tracking information. They responded back on 03/10/2025 with the same message they said before
Thank you for contacting us. We apologize for the processing time taking a little longer than usual during this peak season. The item(s) you ordered have been completed and are about to be shipped out in the next few days. Once they are shipped, you will receive an email with the tracking number. After that, the order will be on its way within 3 to 10 business days, depending on your location and selected shipping method.
At this point I’m furious and know they are a scam. today is 03/10/2025 I emailed them back and said if they don’t give me my expedited tracking info I’m doing a chargeback and reviews and reporting them as a scam to my states attorney general. Don’t buy here.also from what I read everywhere today the quality is horrible if you ever get your item. Waiting 5 days for a response just to not have your item and you have a big event trust me you don’t want to be in this situation.Then you’ll find yourself having to do a chargeback to get your money. Do the chargeback asap so that the timeframe doesn’t go by with your bank.
23 February 2025
Unprompted review
Reply from Berlinnova
Dear Christina,
We sincerely apologize for the disappointment and inconvenience caused by your order being overdue.
Timely and reliable delivery is a top priority for us, and we strive to ensure that orders reach our customers within the estimated timeframe. We regret that we fell short of meeting your expectations in this regard.
For your case, we have sent an email to help further about your issue, please kindly check it when you have a moment. Thank you for choosing our brand, and we hope to have the opportunity to serve you better in the future.
Kind Regards,
Berlinnova Customer Support Team
Highly Recommend
I had a wonderful experience with Marin. She was very polite and my daughter was so happy the dress came on time. The dress was perfect. It was beautifully made. We highly recommend Marin and Berlinnova!
1 March 2025
Unprompted review
Reply from Berlinnova
Dear Penny,
Thank you for your friendly review. We are glad to hear that you had a positive experience shopping with us.
Check back at Berlinnova again soon for all our latest deals.
Many thanks,
Berlinnova Customer Service Center
The dress i got looks nothing like the…
The dress i got looks nothing like the one in the picture and they wouldn't allow me to return it. What a scam.
28 February 2025
Unprompted review
Reply from Berlinnova
Dear Wanda,
Thank you for your purchase and taking the time to write a product review. We are terribly sorry to hear that you are not satisfied with our product. We will continually improve our product and service in the future. We have sent you an email, your attention and patience will be highly appreciated.
All responses will be used to further improve the quality of our service and products. Please let us know how we may assist you to resolve the issue you have experienced.
Sorry for the inconvenience and thank you for giving us the opportunity to rectify the matter.
Kind regards,
Berlinnova Customer Care Team
My daughter just turned 18
My daughter just turned 18. I'm having her do things all on her own. So, she ordered a Homecoming dress off the site 1 week prior to the event and paid for express shipping. She read somewhere that the dress would show up a couple days before the event. (2-7-25) dress has not shown. On 2-14-25 finally found how to contact them on email, which my daughter wrote them, but they never returned her massage. They wrote me saying it was still in processing. (my daughter ordered it on 1-30-25) offered her earrings or a coupon. I just wanted the dress cancelled and all my daughter's hard-working money refunded, she no longer needs that dress. Feels like they are not going to refund the money and giving me the runaround about cancelling the dress. I would let other girls know not to buy from this website, so they don't get their hopes up and let be let down with no dress for Homecoming or Prom.
14 February 2025
Unprompted review
Reply from Berlinnova
Dear Kayla,
We would like to take this opportunity to inform you that the delivery time for your orders is clearly indicated on our website. This timeframe encompasses both the order processing period and the transportation duration.
In instances where we are unable to meet the specified delivery time, we offer earrings or coupons as a form of compensation. We fully understand that you may wish to cancel their orders, and we have a comprehensive cancellation policy available on our website for your reference.
At this time, we are unable to locate your order number based on the information provided. We kindly request that you include your order number in your response, and we will be more than happy to assist you in finding a suitable solution.
Thank you for your understanding and cooperation.
Sincerely,
Berlinnova Customer Care Team
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.