“I purchased the lucinda jump suit about a month ago. It didn’t arrive with the belt and I returned it. Unfortunately, I’m yet to receive my refund and getting hold of someone is hard. I keep getting emails that say we are currently experiencing extremely high global demand and a large volume of orders. I used the label they provided me with and apparently it’s showing that it still in transit.”
Hi Pitney,
I am sorry to read your 1-star review.
All returns are processed within 14 days, once received back to our HQ.
If you check your return tracking, you will see that it is still in transit, please understand that we can not refund an item that we have not received back yet. However on this occasion, I can see the package has not moved for a while, I have contacted our returns provider as well as the courier and sent you an update via email to ensure this is resolved as a priority.
Thank you for your patience and understanding.
Best wishes,
Carly
“I’m so disappointed and upset
The worst customer service ever, I made my order 4 days ago and I keep telling them I need it very urgent and I’m travelling, they didn’t care kept telling me we are extremely busy we can’t do anything
I will never order from them anymore
Customer service is very important and help and understand the customers”
Hi Rania,
We are so sorry to hear about your 1 star review.
I can see you were in contact with multiple members of our customer service team.
You placed your order with standard delivery, which is dispatch in 2-5 working days as stated on our website.
We are so sorry to see this was missed by yourself.
Please let me know if i can help with anything else.
Best Wishes,
Saffron
“Amazing product, terrible customer processes - would never recommend for international delivery.
It’s the 2nd time I’ve ordered from here. The first time the item (Olivia dress) was delivered with no problem, and item was perfect fit (according to size guide).
This time, I ordered a jumpsuit. The item was scheduled to be delivered on 28 Nov, but was held up in CDG and only arrived on 3 Dec (probably a FedEx operations issue).
The item however is significantly smaller than the size guide (2-3 sizes smaller than what is indicated). For this reason I need to send it back. When trying to use the returns manager, the only option provided is to send it to the local post office at my own expense (which is unreliable). After contacting NM, I was advised to use any courier (again at my own expense). Using Aramex / DHL / FedEx for the return at my own expense costs between 150-450 USD. The item only cost £395.
It is unacceptable that a company offers international delivery at £20 but cannot offer the same service (preferential delivery rate) for returns.
I would not recommend ordering from them internationally because the returns process is a long one, and an expensive one for which you are 100% liable if the item does not make it back to NM.”
Hi Bernadine,
Thanks so much for your feedback.
Unfortunately, due to the busiest period of the year and industrial action nationally and worldwide, couriers are experiencing delivery delays which can affect your order.
Regarding sizing, we have never had this feedback before and always recommend double checking the size guide along with the stretch factor of the garment which can be found on the product page. With our jumpsuits we also recommend sizing up if over 5 foot 7 for additional comfort.
Our returns are to be at the responsibility of the customer as stated on our website.
I can see that my colleague Shanice also provided you with a $40 returns label to get this back to us and avoid the costs stated in your above review.
Have a lovely day and please do not hesitate to get in touch if you need any further assistance.
Best Wishes,
Saffron
“I ordered the Bella Rose Jumpsuit over one month ago, it was a dress for my wedding, this means that it was very important to me. Shipping time had to be 3-6 days. I tried everything, contacted Fedex almost every day but the dress didn't come. I got married and didnt't have the dress with me. After one month I received the dress. The reason why the dress had been taken from the customs police is that there were some documents missing (or they had been put inside the package, instead of sticked on the package). Furthermore Nadine Merabi put the wrong address on the package instead of the right one registered in the system and this delayed even more the shipping. I tried to contact the shop on phone but nobody answered. Now I finally got an answer (email) from a guy called Saffron and they do not assume any responsibility. I'm not even pretending much, like a remuneration (it was for my wedding!) I just want to send the dress back without paying the (retour-)shipping costs.”
Hi Bianca,
I hope you are well and having a great start to your week.
Unfortunately, due to customs delays in Germany we can see your package did not reach you in the correct time frame. We can only apologise on behalf of the courier for this inconvenient delay.
You emailed me personally on the Tuesday and i responded to you same day within 24 hours to try and understand the issues you were having with your package and assist further.
After resolving this, i am glad you received your prepaid label and were able to get this back to us.
Thank you again for your patience and understanding here and please do not hesitate to get back in touch in the future if you need any assistance.
Best Wishes,
Saffron
Hi Nicola,
I am sorry to read your 1-star review.
Our portal will always offer you the most affordable rate, however, you can return your items back to us via a chosen courier/postal service. We advise you to use a trackable service and retain the proof of postage for your records as we are not liable for any items which are lost in transit. We always process refunds within 7 days.
You had not been in touch with our company with regards to any issues. I can see you have stated that returns and refunds were terrible, we have not received your package back yet. You have now responded to my follow-up email stating that DPD did not collect your package, this is not the standard we expect and we do apologise on behalf of the courier, however, this is a fault with DPD and not directly our company's return and refund process.
Best wishes,
Carly
“I bought a BJ & paid online, after i got the shipment they force me to pay extra money, i will never order from this brand ever again.. you don’t know how to build a trusted relation with your clients! Shame on you”
Hi Taline,
I am sorry to read your 1-star review.
As mentioned in my emails, at the time of your purchase, we did state on our website that we don't cover duties and taxes to the UAE and only on packages shipped to the UK, EU and USA. Since placing your order our company does in fact now cover the cost of this. We have reached out to you a couple of times so we can reimburse you for this cost, however, have not had any reply.
Please note all information is always clearly stated on our website before placing your order.
Best wishes,
Carly
“I am really disappointed with the customer service from Nadine Merabi. The first dress I received was damaged and whilst they swiftly sent a second, my second return has not been processed properly. I am therefore outstanding a refund for over 30 days despite a 7 day policy. These are very expensive items and it’s stressful to be trying to chase a large refund sum which I am owed!”
“I just visited their website and 2 days later I checked my cc statement and I was charged for a dress that I never ordered. they charged my card without my permission. And stating that I purchased the item when I didn't even get an email confirmation! Liars! I dont even know how they got my cc info. Horrible customer service. Impossible to get a hold of them thru email. For something that I didn't order they charged me for shipping too! And when I finally returned the dress they refunded my money but charged me 55 Canadian dollars for shipping. Horrible way of customer service. Check your cc statement even if you just browsed on their website, they will make it look like you purchased yourself!! Not professional at all!!!”
“Absolutely disgusting service,took my money goods didn't arrive left with £550 down and no goods,
Impossible to contact them emails take 72hours and when they respond its just THANKYOU FOR CONTACTING US, that's it then whole process starts again,
DO NOT bother with you company.”
“Sent three items back in Pristine condition. They credited only 2 back to my account. I ordered 6 items. So, I kept 3. Overall 50/50 on the clothing. However, Nadine Merabi killed my desire to purchase anything from them because they have poor Customer Service… response times slow as hell and are not reputable. They could have made so much money on me…..but, they basically stole $250 by not crediting my account correctly and then not dealing with the issue. I’m way done…. About to go on a Social media destruction campaign because no one should deal w a company that steals from its customers.”
“Pay $40 for returns. Not luxe, not for curvy or normal sized people.
I am really disappointed with the service and quality of my purchase. The stitching was falling apart when I received it, no hook at the top of the zipper, the belt was very, very cheap looking, and no mobility.
There is noooo way all these positive reviews are real. They take a while to respond to inquiries, and when they do respond it’s not helpful they just link you to their website. Also, to return anything it costs $40+ (this might be different for others I saw other reviews where they paid $180 for returns). I thought I did research through reviews but they are all fake. I’m very worried that I will not get my refund after reading some of the other negative reviews.
For the inaccuracy in their marketing they should offer free returns because the reality of their product is not what they market. I used their sizing chart to determine the size I needed to buy and it was not accurate. I’m 4”11, with a tiny frame, and slightly curvy. Honestly, you have to be an anorexic twig, like their models, in order to wear any of their clothing. I bought the Eliza White Jumpsuit and zipped it up BUT I COULD NOT SIT OR WALK in it. What is the point of that?! One star for cool dress designs and fast delivery, but I cannot recommend this for short, curvy, or normal girls. It’s also ridiculous that you need to pay so much for returns.
I expected higher quality and better service if I’m going to pay $600. The moral of the story is if you’re from the US, DO NOT BUY ANYTHING NOT MADE IN THE US.”
“Unprofessional service!
I spoke to Carly prior to ordering online as the gown I purchased was $900 and asked if it wasn’t a right fit could I return it for a refund, she replied absolutely.
Once the garment arrived it looked totally different to the images on the Website and it wasn’t correct sizing. I emailed the company 5 times to try send it back for a refund and they never got back to me.
I will never purchase an outfit from their website again, untrustworthy company, especially if your pay big money for an outfit.”
“This was a very disappointing experience. I bought two dresses to the US for an event, with the hope of trying them on in person. Neither dress fit, so I went to return them both.
First, my order number did not populate in their return system. I immediately emailed their customer service who replied a few days later pushing me to keep or exchange the dresses. They eventually gave me the address to return the dress.
I then went to UPS where it would have cost me $160 to return - I ended up returning it through USPS for $89. Weeks later my return still had not populated. I reached out to Nadine Merabi and they said that their was nothing they could do without the tracking info (understandable, but I don't have this a month later). I have not been able to reach USPS, as everyone knows this is a huge pain.
I'm now out $700 with no dresses to show for it. I get that this a small company and they follow certain protocol, but the experience overall was just very disheartening. I have never given a one star rating to anything in my life, but be careful before you order dresses from this company.”
