I want to warn every potential customer about my truly terrible in-person shopping experience that stemmed from poor communication on this website. This isn’t just a complaint; it’s a cautionary tale about wasted effort. I specifically allocated time out of my busy day, only to be completely shut down upon arrival. I literally
“Drove an hour and got there 20 minutes before only to find out I can’t try dresses on quick. Waste of time.”
That’s my direct feeling and conclusion. The lack of clarity around their fitting room policies made me feel utterly disregarded, which is why I felt compelled to leave a public review and demand a conversation with customer service.
Customer: I am calling about the worst experience I just had. If you have any issues pertaining to where and how to use gracequeens.com, you can speak to us at our own web site. I drove an hour based on your posted hours, arrived 20 minutes early, and was immediately turned away because apparently, there’s some unspoken policy that prevents “quick try-ons.” Why wasn’t this policy clear online?
CS Rep: I am so incredibly sorry to hear about your experience and the significant time and effort you wasted traveling to our store. That sounds incredibly frustrating, and I apologize for the miscommunication regarding our fitting room protocols.
Customer: Frustrating is an understatement. I specifically needed an outfit for an event the same day, which is why I was rushing. Now I have nothing, and two hours of my day are gone. Is there anything you can do to compensate me for the gas and the sheer waste of time this caused?
CS Rep: I completely understand your disappointment, especially given your urgent need. While we can’t reimburse travel expenses, I want to make this right. I can waive any required future booking fees for you, ensure you receive a priority fitting room reservation immediately, and issue a $20 store credit for the inconvenience. How does that sound?
Customer: I appreciate the credit, but the booking policy needs to be front and center on your website so others don’t assume they can just drop in. I’ll take the credit and the priority booking.
The reason I left this review on the website is to hopefully prevent others from falling into the same trap.