Annelouiseboutique Arvostelua 

Horrible customer service — I would give zero stars if I could. Scam scam

I ordered a dress that was advertised with 2–3 working day delivery, as I needed it for an upcoming wedding. It is now well over a week later and I still don’t have my dress.

When I eventually received a response, I was told that the dress was being held at customs. I then discovered that the customs value had been declared as €220, despite the dress only costing me €90. Because the value was declared incorrectly, I was given a customs charge of €90 — essentially the same price as the dress itself.

I have contacted the company multiple times about this and have repeatedly been told that they are “looking into it”, yet nobody seems to be able to give me a proper answer or resolve the issue.

To make matters worse, I was told that I should simply pay the €90 customs charge or the dress may be returned to the company, and that any fees they incur as a result would be deducted from my refund. This makes absolutely no sense.

I am NOT refusing to pay customs. I completely understand that, as I live in Ireland, I may have to pay customs charges. What I am refusing to do is pay €90 because the company incorrectly declared the value of my €90 dress as €220. Had the correct value been declared, the customs charge should obviously have been based on the actual value of the item.

The whole situation has been incredibly frustrating. I ordered the dress in good faith, paid for it, and expected it within the advertised 2–3 working days because I needed it for a wedding. Instead, it has been over a week, I still don’t have my dress, and I’m left chasing the company to correct an issue caused by their incorrect customs declaration.

The responses I am receiving feel extremely generic and automated — honestly, at times it feels like I’m communicating with an AI bot rather than an actual person who is taking responsibility for the issue. Every time I contact them, I am simply told they are “looking into it”, with no clear explanation, timeframe or solution.

This is absolutely not the level of customer service I would expect. Mistakes can happen, but when a mistake has been made by the company, the customer should not be left to deal with the consequences or pressured into paying an inflated customs charge.

I am now left worrying about whether my dress will even arrive in time for the wedding, despite ordering it specifically based on the advertised delivery timeframe.

Extremely disappointing experience from start to finish. I would not recommend ordering from this company based on the customer service I have received.

DO NOT BUY FROM THESE PEOPLE!!!

It has now nearly been 8 weeks since I returned my item and no refund. I warned them that I will be raising this as a legal matter to which quite quickly they stated they have processed my refund. Still no money!!!! Their emails are empty words and no action. They are scammers and will not give you your money back!

I will be raising this as a legal matter from today.

ALB do not reply to me with your templated reply, it’s pathetic.

Unfortunately, my package arrived ripped and damaged. I contacted customer service and initially received a quick response advising they were looking into the issue, which I appreciated. However, after sending several follow-up emails, I'm still waiting for instructions on how this will be resolved. It's now been a few weeks without any further communication, which has been disappointing. I hope this can be resolved soon.

This matter is not resolved as I received this reply on 27/07 and still waiting:
We’re following up with our team regarding your status and are still awaiting confirmation.

I would give zero stars if I could. Do not purchase from this company unless you are absolutely sure you will not return the item. Similar issue faced as many others leaving a review. Still waiting for a refund 7 weeks after I return a dress. They’ve made many excuses, firstly saying they made the refund (I haven’t received anything), then blaming an issue with airwallex, then again saying they’ve processed it - still no refund. I’ve had to notify Amex and escalate the issue. Very poor customer service.

I ordered a dress for my hen do but when the dress didn’t fit correctly - I sent it back using the Hermes portal. Like others, it has now been nearly 3 weeks since I returned my item and the company still owes me £165. I have contacted them via email, being told repeatedly someone would get in touch, investigate or look into my return issue - to no avail. I have contacted the company via social channels and am running out of options. I have seen the company contact others on here stating that they’ll fix the issue - I’ve emailed them today - but I’m not optimistic

Nearly two months on, I am still waiting for my refund despite returning my order and sending everything requested.

I have had numerous email exchanges with customer service, but every response contradicts the last. One email says my refund has been processed, the next claims their refund system isn't working, and then they go back to asking for proof of return that has already been provided.

In an effort to resolve this, I even contacted the owner via LinkedIn, but received no response whatsoever. At this point, it feels as though every avenue to resolve this issue has been ignored.

The constant excuses and conflicting information have been incredibly frustrating. It feels as though they are simply delaying the process in the hope that customers will give up. Based on my experience, I have no confidence that this company intends to honour its refund obligations.

Do not purchase from this company. Unfortunately, I am clearly not the only customer to have experienced these kinds of issues, as can be seen from the many similar reviews posted by others. My experience has been nothing but stress, poor communication, and an unresolved refund that should have been dealt with weeks ago.

I seem to have had the same experience as many other reviewers. I returned a dress because it was too big, it’s now been nearly eight weeks and still no refund.
I’ve sent numerous emails chasing this, but all I’ve received are generic responses with no real explanation or resolution. Their stated refund timescales are nowhere near being met, and the lack of communication and accountability is extremely disappointing.
This level of customer service is simply not good enough!

AWFUL!!! I really would not buy from this company, I am currently awaiting ~£400 in returns from this brand, half was for a dress I ordered that they never even shipped and the other half for a dress I returned. They send AI auto replies and having done some research, so many customers are in the same position!

Awful customer service. They have had my return nearly a month and still no refund, even though I had emailed and chased. Do not buy from here!

TOTAL SCAM. bought a dress didn’t fit tried to return it. Emailed for return label as instructed. They have ignored 3 emails, nearly 3 hours in live chat with no reply. What’s app number doesn’t work. Instagram messaging they ignore. Finally contacted me after I put negative comments on instagram posts. Absolutely disgusting. Not hopeful I will get a refund. Had to report them to credit card company and bank. DO NOT PURCHASE FROM THEM.
Finally had a label from them to return item. Proof of delivery of return and ignored again when asked for refund

I will never order from them again. I ordered a dress to Estonia, but it was sent back. I refused to accept it because the import taxes were extremely high. Even though they received the package back, they still haven’t refunded my money!

I asked them to check the shipment status since they have access to the tracking information, but they never did. It’s been six months already, and I still haven’t received my refund.

They are scammers!

Awful service - avoid! Ordered a few dresses from them, refund requested for the first lot, didnt receive for weeks, despite me then placing another order and they didnt send those dresses for weeks either - they held onto c. £700 for weeks and at one point I had no dresses to show or confirmation of refund. I am still waiting for my final refund, which is now 3 weeks overdue and the excuse has been no returns portal for the last 2 weeks - I will now need to log with my bank to see if they can help - I will also be taking to social media - disgraceful service.

AVOID! What a terrible company, wish I'd read the reviews before placing my order. Ordered a dress nine days ago and it still hasn't been dispatched. "customer service's" responses are always "we are following up with our team regarding your order status" which takes them days to do apparently as I'm STILL waiting. They claimed the other day that due to high demand they're struggling to get orders out, yet still advertising all over social media for people to buy their dresses. Don't advertise if you can't fulfill the orders that are already in. Disgracecful. Will definitely be opening a case with Trading Standards.

As so many have said, I would give 0 stars if I could and wish I’d read these reviews prior to purchasing.
I actually seem to be one of the lucky ones as I did receive the dress I purchased but it didn’t fit so I returned it which is where the experience went downhill. Returns portal was “down” according to AI customer service response when I tried to log the return, eventually given an Evri QR code. Confirmed delivery on 6th July and have been chasing my £200 refund ever since. Genuinely don’t think they have any intention to refund me, I just keep getting a very infuriating response from emails about them having issues with their “refund portal” and there’s no estimated timeframe for it being fixed! Not ok, they’re breaching several UK laws but there’s never any acknowledgement of that since all the responses are from AI. DONT PURCHASE FROM THEM - no matter how nice the dresses look!!

Do not buy there, it’s a scam. Ordered 2 dresses about 2 months ago. Received an email that they have been shipped about 2 weeks ago, but no tracking code. Customer service has been largely unresponsive, I mostly get emails that they ‚still need to check the status‘ whenever I inquire. On their last email, they sent a tracking number and stated that the order was already delivered (which it was not). The tracking number does not work and does not specify a delivery service.

Beautiful dress , very well made, looks expensive.

Sadly this is the second time I’ve had issues. Returned item, refund still not given. Had to involve my bank now and report it as fraudulent. Such a shame as they used to be such an amazing boutique but seems to have gone downhill. The item shouldn’t even have arrived which is the worst part, they couldn’t fulfill the order in the timescales, so emailed me, I asked them to cancel and a week later they sent the order. They received it back straight away but yet over 3 weeks and I’m still without the refund.
*unsure why you have responded to this asking me to email, I’ve done that already on more than one occasion and it’s still not actioned, despite it being the same email account.

I had nothing but compliments on my dress at the century London, everyone was saying how beautiful it was , asking where I got it from , so I said from the best boutique called ALB check them out , they make the best dresses ever !! My sister who’s birthday it was , said I was the best dressed there , thank you ALB ❤️

Lovely dress that I wore for our 29th wedding anniversary, great quality & quick delivery

The dress was lovely but a very small "large" and I returned it. The issue was that I had to keep chasing to confirm the return has been received, that a refund would be processed etc. The process was frustrating and mainly managed by an AI email bot called Lisa who didn't understand my issue. I'm still waiting for the refund. Would not order again from them for these reasons as I don't trust their return process.