“Never order from this website, especially if you live outside the UK. I ordered an (EXPENSIVE!) wedding dress with a fast delivery option. My order was supposed to arrive within 2-3 days on the 3rd of November. 11 days later I still haven't received the dress, no update or apology, no reply to my emails. I need the dress for my upcoming wedding so fast delivery was a key reason for ordering. I have ordered many items from overseas-based companies and have never experienced such silence when delivery is delayed. This company has very poor customer service and I should have read the reviews below before ordering - many of which show a cruel lack of professionalism, responsibility, and attention to customer care. I know several people who were interested in ordering from Nadine Merabi but after this I'll certainly advise them against it.”
“Felt so special in undoubtedly THE most beautiful piece of clothing EVER, my gold sequin jumpsuit is exquisite ✨The perfect fit including the length. LOVE ❤️”
“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
“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.”
“The customer service at Nadine Merabi is TERRIBLE. I received my order on 12/1. On 12/3 I filled out the proper form to send a refund since the sizing was VERY off. 12/4 I brought my package to the post office to be returned. With their tracking for the return label it says this was delivered on 12/11. I still have not received my refund even though the package was refit and sent back 3 days after having it! I have sent 3 emails since and no one will respond. I spent $632 and now my money is gone even though I followed all the correct steps for a refund. I will be telling everyone I know to STAY FAR AWAY FROM THIS COMPANY!!!”
“I ordered a jumpsuit I was obsessed with online. Received some crappy email from Merabi saying my transaction was considered a high risk transaction and they need to see a screenshot of my bank account transaction. WHAT?!
My jumpsuit was almost $500 and it feels like I was just scammed. No jumpsuit, no refund, and $500 short. Do NOT ORDER from this site!!!!!!
Order number 59924.
No response from customer service.if I do not have a response by tomorrow, I’m contacting Better Business Bureau.”
“I bought a dress few minuets before i receive an email of black friday of all the collection,i tried to contact the company but no customer service its only by email and till the end of next day they replied to me they cant sendme the discounted money they told me to return and buy again inwhich i have to pay around 40$ delivery and fees of returning of 40$ as well,they didnt even care ,im really disappointed and shocked like a brand name they dont care at all”
“This company is fraudulent, do not purchase a product with them, they do not return the money, they do not resolve, I returned a product two months ago and so far they have not responded, their customer service is terrible, they do not respond, they do not answer my emails . The courier company issued me a letter that they have already delivered the product and so far I have not received my money, and BE CAREFUL, they buy fake reviews when they see that their reviews are so low.”
Hi Tatiana,
We're very sad to read your review.
We are unable to process a refund here as your order has not been received. We have been investigating this with our returns provider and It appears the new returns label sent to you has not been used. Please understand from our perspective, we do not have any confirmation that your return has been taken to the courier. I have replied to your email asking for additional information to assist further here.
We look forward to hearing back from you and getting this resolved as soon as possible.
Best Wishes,
Shanice
“I ordered four items and returned two well over a month ago. Not only have they not replied to my emails, they have not issued a refund despite having the returned items. It is so disheartening that they are not replying to me or returning my money.”
Hi Maria,
I am sorry to read your 1* review.
I can see you have been in contact with my colleague, Shanice.
After locating your package, this has now been fully refunded.
I have sent you a follow-up email.
Thank you for your patience and understanding.
Best wishes,
Carly
“I originally ordered my wedding reception jump suit the gold Eliza jumpsuit last year it arrived was beautiful then realised the jewels and sequins just fell off all the netting was sticking together I contacted nadine merabi to complain and they would not offer refund just credit note and this is where the issues began. Ordered a £180 DAVINA M CORSET arrived FAULTY the zip just was separating was sent out replacement guess what same issue! Wouldn’t expect a corset of £180 corset to have a flimsy zip. The service is shocking, delayed responses, never allowed a refund for anything please I would not recommend purchasing anything from there clothes are not worth the amount they sell them at”
Hi There,
We are so incredibly sorry to read your negative review.
As always, we do aim to offer world class customer service here at MERABI so we are incredibly disappointed to hear you did not feel this service was met.
Please email us at hello@nadinemerabi.com with the subject 'REVIEWS IO' and we would be happy to look into this for you.
Best,
Saffron
“I orders a dress on the the 13th of April after 5 days I did not receive tracking number and my order was not shipped though I was very clear about the date of my event and that I bought this dress and they kept on telling me that we will deliver in 1-3 days. In addition they don’t respond on time.”
Hi,
We’re very sad to read your negative review.
As advised multiple times, our SADIE PINK is a very delicate beaded style and clearly states on the product page “dispatched in 3-5 business days” as this style needs extra care and attention.
We are currently within the dispatch timeframe, please allow the requested time for your order to ship.
As soon as your order ships, you will receive a shipping confirmation email with your tracking information.
We apologise for the miscommunication on your end here but this is very clearly stated on our website at all times during your order process.
Bailey
“I am leaving a 1 star review because I have not received my thousand dollar refund yet. My package was delivered to Nadine merabi within 8 days of me receiving the package. And it has been more than 14 days since the package was returned. My second order, however, was already refunded, which makes no sense since this first order was received first. It is very disappointing to not receive this large amount of money back in a timely fashion, or at least within the amount of time that is stated in their return policy. I followed the return policy instructions, and expect a luxury brand to do the same.”
Hi Gina,
We are so sorry to read your 1* review.
During our busy periods, we do ask to allow the full 14 working days for your return to be processed especially with multiple large orders which means they can be processed at different times.
After getting in touch on the Friday, our team got back to you on the Monday to try and get this return processed as quickly as possible for you.
I am glad we were able to get this processed for you and please do not hesitate to get back in touch if you need any further assistance.
Best Wishes,
Saffron :)
“I purchased two separate sizes/orders of the famous Sadie dress. I tried them on and but was unflattering on me and looked so different than what the models depicted. If you have a bigger bust and not petite, it will not flatter your body type. My complaint in the whole process was the returns process. It was so PAINSTAKINGLY SLOW. Not only that, but it took 2 months for my returns to show on my statement. Which my 2nd return got refunded first… odd, since I returned the first dress a month or so prior… they also make you pay the return shipping back. Which is over $20 each time. This cost I was ok with, annoyed, but understand they are a business. However, when the reimbursement showed, it was lower than what I was expecting and when questioned, they replied with they deduct the initial shipping costs. I’m just shocked that for a company that sells higher priced dresses they don’t offer free and easy returns for a $600+ dress at that. I will never buy from them again!”
“Bought the MARGOT WHITE BLAZER over Christmas and was so impressed with the quality! Such a thick material and the feathers just made it a showstopper. Customer service were also so helpful, definitely recommend! x”
“Simple & easy returns are the publicity they have on their website, but if you are international it's not the case. I had to send back the Celine gold dress I bought because it was too small. I used the return label they provide me and paid 15€.This was onat the beginning of December and I still haven't received my refund. Now the parcel is in a Rebound depot in Germany since the 22nd. I have contacted the Nadine merabi customer service several times without response. Finally I decided to reach them through instagram but the only response I got from them is there is delay.. they don't even help you locate the parcel. So disappointed!!!!”
Hi Nieky,
I am sorry to read your review.
Unfortunately, there were general courier delays during the busy Christmas period, along with courier strikes which did not help.
Your package was received back at our headquarters on 3rd January, we do ask to allow a further 14 days for refunds to be processed, however, this should be slightly quicker. I am afraid we can't refund orders before they are received back, I hope you can understand this.
Many thanks,
Carly
“Waste of Time. Very upsetting
So I ve made an order 6 days ago, and paid for an express 1-3 days shipping ( because I have an important event to attend ) .
i have sent a request inquiring about my order, and an IG message and commented on their last post.
Finally I have got an answer ( same day as I commented on IG ), telling me that 6 days after the order hasn’t even been dispatched and that they will refund me.
And they did very quickly !
It’s upsetting to pay a premium/luxury product to have an unprofessional service behind.
Don’t order from NADINE MERABI if you have an important event. Or do it at least one month before hoping that maybe you’ll get your item.”
Hi Ghizlene,
I am sorry to read your 1* review and your comments on our social media after we spoke over DM and you decided you wanted a refund and thanked us for our quick response.
Unfortunately due to the busy time of year, sometimes there can be delays. We always try to offer the best customer service and ensure our clients feel amazing in their MERABI styles, however unfortunately on this occasion, your package was a few days delayed. We offered to refund your shipping and ensured your package would be dispatched the same day, however you requested a refund which was processed right away.
Thank you for your understanding.
Best wishes,
Carly
“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
