MISREPRESENTED PHOTOS AND DISMISSIVE…
MISREPRESENTED PHOTOS AND DISMISSIVE CUSTOMER SERVICE. I've genuinely never experienced such lack of accountability from a brand before. I purchased an expensive top from this brand, with a harness featured in EVERY photograph on the product page, severely impacting the portrayed silhouette of the top. It looked like a woven-in belt that was part of the garment itself, and the description did not mention that it was sold separately.
When the top arrived without the harness, customer service told me it was a separate purchase used purely for styling, and that the brand only offers exchanges, not refunds. When I challenged the presentation, I was told the description mentioned that the harness was sold separately. **It didn't.** I sent screenshots to prove this.
Rather than addressing the lack of clarity, the brand told me that several customers had purchased the top before and no one else had raised this issue. Apparently, I was expected to know that a top shown in every photograph with what looks like a woven-in belt would arrive without it, simply because the description didn't explicitly say the harness was included. **If the harness is separate, that should be clearly stated, especially when every product photo features it.**
The harness fundamentally changes the top's silhouette and is the very feature that made it worth buying. I even offered to consider purchasing it separately if I could return both pieces if I wasn't happy with the complete look because adding an accessory is very different than having a woven-in belt. They refused to reconsider the refund, insisting the product delivered was exactly as described, IT WASN'T.
Since then, I've followed up with screenshots and received no meaningful resolution. **The brand has also stopped responding to my messages and answering my calls.**
Misleading product presentation, dismissive customer service, and a refusal to take responsibility. I regret purchasing from this brand and would not recommend it.