Michelle N Evj

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Hostile Return Policy & Dishonest/Unresponsive Customer Service Rep

Nataya Dresses - Hostile Return Policy & Dishonest/Unresponsive Customer Service Rep
Beautiful well-priced dresses, but hostile return policy and deceiving & unresponsive customer service rep. One Sunday evening, I placed an order for a wedding. Immediately after, I read the 15% restocking fee (I ordered 2 sizes). I tried to cancel order, but could not. Still that Sunday night, I sent a message thru the website asking to cancel the larger size. The next morning, I called. Customer Service Rep Alina said the order was already shipped w/o having read my message. However, she said it would not be an issue to waive the restocking fee, and would send an email confirming. She never did, despite other phone calls that week. No one ever responded to my website message or post of my emails (which I wrote by replying to my order info). I was charged both the 15% restocking fee and the full shipping cost of my original order (even though I kept the smaller dress & the boots). I had 15 calendar days from receipt of dress to their receipt of the return. They wrote me that they had 10-15 business! days to refund the money. They took 18 business days, which was 25 calendar because of the Memorial Day holiday. I had to pay return shipping, but was also charged the original shipping costs. Quite unbelievable!
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Loss:
$50
Pros:
  • Beautiful & well-priced dresses
Cons:
  • Hostile return policy

Preferred solution: Full refund

User's recommendation: Do Not Buy from this site!

Michelle N Evj

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| map-marker Bozeman, Montana

Hostile Return Policy & Deceitful Customer Service

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Nataya Dresses - Hostile Return Policy & Deceitful Customer Service
One Sunday evening, I ordered 2 dresses to try on for a wedding. Immediately after ordering, I noticed their 15% restocking fee on any return. I tried to cancel my order, but I could not. I sent a message thru the website asking to cancel the larger size. I never got a response. I called that Monday morning, but was informed that the order was shipped w/o having read my message. Alina said I would not be charged the restocking fee, but she would confirm. Multiple phone calls and multiple emails later, I was charged both the restocking fee and the shipping cost on the original order (though I kept the smaller dress and the boots). So, BEWARE. They will not respond to most calls/emails, or will respond dishonestly about return fees. You will have 15 calendar days from receipt of item to them receiving it returned. You will be charged a 15% restocking fee (more if more than 15 calendar days). You will pay the return shipping. You will be charged the original shipping cost. Worst of all, the say they need 10-15 BUSINESS days to refund to credit card (they took 18 business days, 25 calendar days b/c of Memorial Day, and only after I repeatedly emailed them). Such a hostile return policy. Such unresponsive and dishonest customer service. Too bad because dresses are wonderful. The rest of the wedding party will not be buying dresses thru this site.
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User's recommendation: Do Not Buy anything thru this site!!

Chandra G Hhx

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Never refunded

Nataya Dresses - Never refunded
Updated by user May 20, 2023

My credit card company has refunded my amount and has referred Natay to their fraud department. I received an email today starting that Nataya have refunded $186.15... they are about $1800 and change short...

Original review Apr 20, 2023
I had to purchase a number of and dresses for trying on last September 2022. I also ordered a couple of pairs of shoes. I kept the shoes and returned the dresses the next day via U.S. Postal Service. The following is a copy of the last message (one of several + phone calls unreturned) I sent 2 days ago and STILL have not had a response.style="background-color: All dresses have been returned. According to your records and mine, I kept 2 pairs of shoes totaling $408.00 plus a refund of $212.50 which is a total of $650.50. The total charge to my credit card is $2477.00. Refund received on 10-27-2022 is $212.50 Shoes kept from the order is $408.00 Leaves a total not yet received of $1,811.50 It has been 6 months since you refunded $212.50 This is the 3rd request for you to please refund me my remaining balance of $1,811.50.
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Loss:
$1811
Pros:
  • Received items in a timely manner
Cons:
  • Will not return emails nor phone calls

User's recommendation: Don't give them your $ if you intend to return anything....

Katherine C Foe

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IMPOSSIBLE to get money back.

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The dress was ok. Not worth $300. I returned it and it is now 6 months of emails requesting my refund to no avail. I used certified mail to return the dress and ended up disputing the charge with my credit card. My credit card refunded some of it, and now Nataya says that's enough. Hardly. Plus they claim to have "charged back" $345 to my Visa but there is NO record of it. Not worth the trouble and headache. If you love the look, buy it from a retailer who carries their brand and will honor their return policy.
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Loss:
$330
Pros:
  • Style of dresses
Cons:
  • Dont want to issue refunds and be transparent

Preferred solution: Full refund

User's recommendation: Don't buy direct from Nataya website - use a retailer.

Anonymous

Biggest mistake I’ve made in a LONG time

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This company sucks. I wish I'd done my research before making a purchase. I bought a dress, they told me they don't have my size, I told them t cancel and issue a refund, and it has been almost 3 weeks and I don't have my money. When I ask for my money, I'm told not to worry. Horrible experience. I can't believe that they don't have more bad reviews
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Cons:
  • Dont want to issue refunds and be transparent

Preferred solution: Full refund

User's recommendation: Don't do it

Kathlene C

Buyer Beware!

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Looking for a vintage Downton Abbey dress? Beware, Nataya.com has a draconian return policy. They charge $200-$350 for dresses, sight unseen, then refuse to give refunds. I had to return my $290 dress, never opened the box. They finally agreed to a refund but charged a $72.50 “restocking fee” (25%) for a dress that was never even opened. Who treats customers like this? Avoid this seller. There are many other sites with beautiful dresses that offer full refunds! #DowntonAbbey, #dapperdays, #Bridal, #MotheroftheBride, #nataya
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Loss:
$73
Pros:
  • Style of dresses
Cons:
  • Restocking fee
  • Returns policy - within 7 days for store credit or exchange only
Reason of review:
Return, Exchange or Cancellation Policy

Preferred solution: Full refund

Tennie S
map-marker Greensboro, North Carolina

They misled me

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Updated by user Feb 27, 2019

The company has refused to send me a refund less 15% restocking fee as initially advertised. They say they have separate return policies.

They have not even sent me credit as promised. I have not heard from them in weeks.

Theirs was the most expensive dress I ordered. I am 70 years old and do not like the loss of $250

Original review Jan 28, 2019
Ordered one dress through Amazon prime sent back as medium was too small. I was charged 15% restocking fee. Ordered a second dress directly from store. I verified on their chat line that I would pay 15% restocking fee. Now they are saying I'll only get a store credit I disputed charge but they told PayPal a different story and said they have a policy of store credit I have chatted with them numerous times and was NEVER told of this policy.Their medium was too small amd their large too big. Why we I want a store credit :
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Loss:
$250
Pros:
  • Style of dresses
Cons:
  • Returns policy - within 7 days for store credit or exchange only
Reason of review:
Not as described/ advertised

Preferred solution: Full refund

Bryann Foh

Phony company - take your money and run

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I lost money too on Nataya Dresses - and wish that I'd taken the time to read the returns policy (red flag) before clicking buy. My mistake was to order 4 dresses hoping that one would work as my wedding dress, and return the others. Yep $1100 out of pocket. I'm trying to return 2 dresses for store credit (at least) - but guess what, my "return confirmation" is still pending after 7 days, they don't answer the phone - don't return voicemails - don't return emails or messages. There is no address, and no names - the FB account is stale and am unable to find any business information about them. Will see what it takes to report them: https://www.usa.gov/consumer-complaints#item-35237 . If they are this dodgy with their customers, can only imagine what their books must look like to the IRS.
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Loss:
$600
Pros:
  • Site and ease of ordering
Cons:
  • Returns authorization is still pending after 7 days
  • Phones are not answerd
  • Returns policy - within 7 days for store credit or exchange only
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

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