Sonique Dress Heaven Arvostelua 132

We decided to visit this shop after being blown away at customer service a few years prior for my friends daughters prom.
Unfortunately it seems this level of customer service has declined, my daughter was very excited to receive the special treatment and all that comes with trying on a prom dress. First impressions count with these things and on arrival the ladies in the shop were very unorganised and after explaining we had a pre-booked appointment they didn’t seem to be ready for our arrival. I courteously offered to go and walk around the local shops and return as it seemed they weren’t ready to open the shop, the lady jumped at the offer and assured me they would be able to get us in when we returned in an hour. We returned and staff were friendly and helpful in places and we made a deposit on a dress. Upon a second visit to try on the dress we made a change to sizing and re-ordered the preferred dress.
Upon final fitting and collection, it very much felt like we weren’t important anymore as they had secured a sale and the job had been done. Even worse the size we ordered did not arrive and due to time restrictions re-ordering the dress was not an option. We felt pushed into taking the bigger size and we have since had to pay to get this altered.
Ultimately we made this decision to leave the store with the dress but the fact our customer service journey wasn’t consistent from start to finish teamed with inconsistent booking systems and the wrong size arriving means we probably would shop elsewhere in future.
However I know alot of people who have had a fantastic service from sonique’s and recommend them highly.

Firstly, the shop is virtually impossible to contact. They do not respond to telephone calls, emails, or social media messages. If you need to speak to someone, you have to visit the shop in person. For us, this meant a one-hour round trip each time. To make matters worse, the opening hours advertised online were inaccurate, and on one occasion I arrived to find the shop closed. I even booked an appointment to ensure the shop would be open, only for the appointment to be cancelled.
We chose my daughter's prom dress from this shop and paid a significant amount of money because she absolutely loved it and because the shop promoted a "one dress per school" policy. I was happy to pay the premium knowing my daughter would feel special and unique on her prom day.
Unfortunately, we later discovered that the exact same dress, in the same style and colour, had been sold to another girl attending the same school. When we raised this with the shop, they were dismissive, explaining that the other customer had already paid in full and that, as a business, it was not in their interests to cancel the order.
We were understandably upset and asked them to find a resolution. They told us they would speak to the other customer and call us back. They never did. We then had to make another trip to the shop for an update, only to discover that the other customer was due to collect that very afternoon. This suggested that despite acknowledging our concerns, they were still prepared to supply the dress.
During that visit, they finally acknowledged our disappointment and assured us they would cancel the other customer's order because we had purchased the dress first.

The lack of communication, contradictory information and the amount of time and effort required to resolve our concerns left us feeling exhausted.

Based on our experience, I would not recommend this shop to anyone looking for a stress-free, reliable, and trustworthy prom dress shopping experience.

The initial service during taking my daughter to the shop to pick her prom dress was great. The shop assistant was very helpful and I couldn’t fault the service. I paid for the dress and waited patiently for it to come into the shop which they estimated late January/early February. It was nearing the end of March and we hadn’t heard anything, we decided to contact store to get an update. This is when the service became a sham, as it was non existent - no reply to phone calls or emails sent. It was a waiting game, and became frustrating. Finally dressed arrived, we booked an appointment online, then I was contacted as appointment had to be cancelled as the shop was closed this day - why advertise the appointment for this day? We rearranged the appointment, my daughter tried dress on- the lace up was frayed, to the extent if it was laced up again it would snap. The shop assistant offered me 5% discount to be refunded if I wanted to take it away. The dress was £645.00, we would not be able to lace it up until I sought a seamstress to fix the fault. I don’t think so, they did reorder, we was told 2-4 weeks for it to be back in store. I asked the best way to contact as expressed that I had found it difficult to get in touch with someone , she did apologise and said she would report issue. We waited again for dress to come, the 4 week deadline was approaching, I decided to try and attempt to contact store again. Repeat experience of no response to calls/emails. Very disappointing. However, We can finally put the stress behind us, we eventually had a message to say the dress is in store , so it has been picked it up today. Definitely not the experience I was expecting, and it is a shame as the shop assistant was really helpful when we was in the store. The communication when requiring updates needs addressing- voicemails/ emails to be be replied too. We live 35 minutes away so not ideal to jump in the car to speak to someone. Would I recommend- service in the store - yes, but good luck communicating when not in the shop.

I was so excited to come in to find my dream prom dress I booked an appointment and came with my legal guardian who is 18 an employed adult,but was told I can’t try anything on because I wasn’t with someone who is ‘over 21’ due to their ‘policy’ which is unfair and inconsiderate to peoples circumstances.

We ordered my daughters prom dress which we were given a date when it would be in store. You try and get in touch with them don't reply your phone calls don't reply to emails so we had to drive over to the shop. The dress was in but arrived damaged on the thread so they said they would sort it be about 4 weeks no we're in the same boat again. It's been 5 weeks no reply to emails no reply to phone calls so it looks like another drive over to the shop. Very disappointing quick enough getting the card machine out when you have to pay.

Nobody was in there when arrived to the shop, waited till after our appointment time. The vibe was off could feel the 2 staff whispering to each other with us sitting there. Kept questioning about other shops while trying dresses on, just not a nice vibe overall felt uncomfortable at times.

Last week, I visited your store with my sister to buy her prom dress. I also bought my own prom dress from your store a few years ago, which is why we chose to return.

We had an appointment booked, we explained this to a member of staff. She then asked if we had a parent with us, and I explained that I am my sister’s legal guardian. She proceeded to ask my age. When I said I was 18, she told me this was against your policy and that I needed to be 21 for supervision.

This was extremely frustrating, as I am legally my sister’s guardian. I tried to explain that it is just me, my sister, and our dad at home, and asked what we were expected to do. The colleague then quite rudely replied that “your dad will have to come and sit with you in the changing room.”

At this point, I was already upset, and I could see my sister was becoming distressed too. I asked why he would want to do that, which I think is a fair question. In a shop full of young girls shopping with their mums, why on earth would a dad want to sit in a changing room? I was then told we had no choice. She asked for the name on the booking and walked off, leaving us standing there.

I do not understand how I am allowed to be my sister’s legal guardian, yet I am not allowed to accompany her prom dress shopping. After leaving, I contacted multiple other prom dress shops to check their policies, and every single one confirmed that 18 is acceptable. As it should be — 18 is a legal adult in this country.

The way this situation was handled was upsetting, unnecessary, and unprofessional. I would appreciate an explanation of this policy and how staff are trained to deal with situations like this, as it completely ruined what should have been an exciting experience for my sister.

Phone calls are ignored, emails go unanswered, and we ultimately had to go into the shop in person just to discover they had charged us £800 for a dress priced at £600. When challenged, they attempted to justify the extra £200 by claiming the dress was bespoke and made specifically for us despite the fact that an identical dress in the correct size was already in the shop and could have been sold to us directly.
When we later returned to the shop, the very same dress was on the sale rail after changing the price on their website from £600 to £800 This came as no surprise, as I had spoken directly to the dressmaker that day, who confirmed the dress was discontinued and no longer being made. Despite this, the shop tried to refuse selling it to us for anything less than full retail price.
The whole experience was outrageous, misleading, and deeply unprofessional.
Unfortunately, my daughter had her heart set on this dress, so we had no choice but to swallow it and buy a sale dress at full price.
If you’re considering buying a dress, I strongly recommend going to Caroline Bramley in Solihull instead their service was outstanding, honest, and an absolute pleasure to deal with.

Took my Daughter to Sonique for a Prom Dress selection and try on and it was such a lovely experience. Leah T was very attentive and listened to my Daughter's likes and dislikes whilst also suggesting other dresses that hadn't been considered however was not pushy of my Daughter declined her choices.

The whole atmosphere of the shop was welcoming and the changing rooms with small runway & individual as well as large mirrors along with the decor was just fab!!

Thank you Leah for being so lovely and assisting my Daughter, you made her experience just how it's meant to be (even with trying on 10+ dresses haha)

Can't wait to come back and retry her final two. 💗

(Shall edit/update review should things change on 2nd fitting and final collection but at the moment, very happy).

We had a wonderful experience at Sonique choosing my daughters prom dress. We were encouraged to try lots of different styles & colour options. Scarlett in particular was very helpful, patient & enthusiastic. She gave lots of good advice & we didn't feel at all rushed into making a decision. My daughter is so happy with her choice & we also have lovely photographs with the lovely prom backdrops at the store. Thanks so much for a lovely experience!

This company turned my sister's wedding into a nightmare. I won't waste any more time on them; all I can say is to please avoid using their services. They may have a glamorous website, but unfortunately, they are just a group of amateur crooks behind it.

Well where do I start. I had an appointment on 1st March 2025 with my daughter to purchase a prom dress. The initial appointment went well and the service was good so we purchased a new season dress for £600 and paid in full. The dress was expected to be delivered to the store end of May 2025. After emailing a couple of times the dress was ready on 10th June 2025, a small delay but ok as still had time before the prom which was 11th July 2025. Another appointment was then arranged to try on the dress. At this appointment the dress was there and waiting in the cubicle, on trying on the dress i notices a simple stone missing, I flagged this with the Sonique representative who apologised and advised there was nothing that could be done. I accepted as my daughter was gleaming with pride irrespective of the missing stone and it was not that noticeable (I just have an eye for detail). We left the shop with a happy 16 year old. This is where it gets so much worse…
On arrival to the prom venue whilst I was awaiting for my daughter to arrive in her car I noticed another girl in the exact same dress in the exact same colour!! To say I was upset is an understatement. We was sold the dress with a policy in place that states only one dress in a particular style could be sold to each school to ensure nobody else could have the same dress even in a different colour, yet I am looking at another girl in the exact same dress and colour. My daughter on exiting her vehicle soon noticed this also! In that moment all the planning and effort put into to ensure my daughter had the once in a lifetime experience was gone. She was heartbroken! She spent most of her night crying as she had looked forward to this for so long and now she did not feel special. All she asked for was to feel special for this 1 day!
I have contacted sonique who have confirmed that the dress was sold again due to a human manual error and offered partial refund of £180! Which is an insult after they have breached their own policy! I have rejected this and asked for a full refund as their mistake ruined the only prom my daughter will ever get. I have not yet received a response and it has been nearly a week since I rejected the offer!

I had booked a special occasion appointment, but it was cancelled just a few hours beforehand without any explanation. I received both an email and a text informing me of the cancellation, but no reason was given. I tried calling to find out more but got no answer, so I left a voicemail requesting a call back, which was never returned. Disappointing as was looking forward to visiting and a simple explanation would have been appreciated.

Great experience from start to finish, dress was beautiful and even more beautiful on Lexus, she looked and felt a million dollars, thank you Red Carpet Ready

Such a mixed review. Couldn’t fault the service when choosing my daughter’s prom dress but upon collection the service was very poor. The dress cost £600 but hadn’t been steamed and assistant said “it’s just come out of the bag” which was totally unacceptable. We were told we needed to rebook to have the dress steamed but we live an hour away so ended up having to pay someone local to steam it. Upon collection I was told I hadn’t paid when in fact I had and luckily had my paperwork with me as I’m not sure what would have happened without it. After an initial lovely experience, the collection meant I would 100% not recommend this company as the sparkle was taken away by the collection service. What should have been an amazing experience was in fact a shambles. Such a shame.

The staff were very helpful and showed me several suitable options, I found a dress that exceeded my expectations and I enjoyed the whole experience

Amazing customer service thank you ☺️ I bought a lovely dress for my daughter she was absolutely over the moon! Couldn’t recommend Sonique enough! My daughter looked like a princess and the prices were so reasonable!

Thank you for your reply..
1. From your response I feel you have lacked customer service again. Firstly, you have named your staff which you clearly should not do in a public review. My review was aimed at management & the customer service experience, which you can not say was a good one. I never once said your staff gave a bad customer service experience, if it hadnt been for them, we would not have left with a dress.
2. All the dresses we looked at & it was around 15 did not have prices on, so I do not agree with what you stated. Yes you gave a discount but this still left the dress at a high price for it to be returned with twisted straps & a dress fault, which you have neglected to acknowledge, again poor customer service. You say, unprofessional simply did not take place - yes it did from management, not your staff. The customer experience was poor, sorry but it was. You were not there personally & must feel your set up is professional but I & now I know others unfortunately do not agree.
3. Yes I was fed up with being in another shop to buy a prom dress, had I received a great customer experience, I would have left feeling good about it. The only thing the previous shops we visited lacked was the range of dresses you had available, their customer service & communication was way above.
4. You assume I assumed certain things you point out but all I have done is put forward a review as to how I felt, the fault in the dress & the customer service I had received.
5. Whilst I understand your will to have me contact you again (which normally I would most certainly do), you must acknowledge how difficult this is. You have to make appointment online, you do not have a phone line, there's no manager in store. I only have 5days to sort this dress out, which I should not have to do with the amount of money I paid, plus if your staff were trained in the way you say they are, they would have realised the faults, instead of me pointing it out in the shop, being refunded £15.00 which would not cover alteration costs & also a serious fault which my seamstress has very luckily pointed out. You have also not considered people who are disabled or struggle with other things, I am not able to run about sorting problems that should never happen when your buying from a store like yours, selling what you sell. This is why I went to your store, thinking it would be hassle free.
6. I feel you have not took my feedback well & will not learn from it. You have completely dismissed the issues & assume every visit goes well. So whilst I know its not nice to receive a bad review, I stand by my first review.

Lots of dresses to try on but very limited information on prices and policies. Also, a LOT of pressure to buy on the day or reserve (and pay a deposit). We reserved a dress and paid the deposit which we were told was non-refundable. However, we discovered that another student had purchased the same dress from another source which meant that my daughter obviously did not want to continue with that dress choice. When we contacted the store to explain and provided evidence that the same dress was already going to the prom, we were told that our £50 deposit was non-refundable and that we were welcome to put the £50 towards another dress. The reality was that a) there was no other dress that Sonique sell that my daughter felt comfortable wearing (we spent 3 hours at the store on our appointment day and tried on at least 15 dresses) and b) we live over an hour away so the practicalities of returning were challenging. We feel that our circumstances around the duplication of the dress are fairly unique and despite a few emails back & forth explaining this and trying to be reasonable, it is clear that the store have no inclination to refund (even as a gesture of good will) and we are down £50 which is a shame and really reflects the one-star review. I would say that the pressure to reserve if not buy on the day is BIG and when you are attending with a daughter who is very keen to source her dream dress, the pressure is REAL people! We won't recommend the store unless we receive our deposit back in full. I just feel that it is sadly both unprofessional and immoral to hold on to customers money under our particular circumstances.

Didn’t have an appointment but still put us in. Lovely and kind staff. Took their time to make sure the dress was my perfect fit.