I bought my dress 11 months before my wedding. When I was in the store, the try on dress was a number of sizes bigger than my typical dress size, which is totally to be expected. H...owever, because of this, when they clipped the dress, it looked like it covered a significant portion of my back and the paneling could be brought in to be my size. I am not a seamstress and I don't have any experience in alterations so I was relying on the professionals to be realistic with what could be done to the dress. Once my dress arrived, I picked it up and it was far to big. When I took it to get alterations they told me "it is impossible to make this dress your size".
Here is where my true frustrations come in to play. When I reached out to Brickhouse Bridal, 8 weeks before my wedding, I was only met with "we can hope..". They offered 0 solutions. After 2 weeks of going back and forth over emails/phone calls, and asking to speak with the owner, they offered to see if I could find something off the rack. Why they waited two weeks to even propose a solution knowing the wedding was so close is beyond me.
During this time, I found my second favorite dress (now my absolute favorite), one that I would have purchased from Brickhouse Bridal if they had been upfront about the other dress and the sizing constraints, at a store in Ohio. This other store went above and beyond to rush order me a dress, they also sold it to me at cost and said "no one should ever have to buy a second wedding dress" and paid for all of the rush shipping themselves. They took great care in ensuring I was ordering the correct size since they were states away.
Ultimately Brickhouse did refund me and I do appreciate that. However, I should have never found myself in this situation and I do not appreciate the poor customer service especially in an industry that impacts one of the biggest days of your life.