Utterly disgusting experience and attitude

To every future bride,

I’ve decided to write this as way to save any one who ever decides to use Bride & Co. My experience with Bride & Co has been upsetting, shocking and the biggest waste of time of my life (at a time where I do not have time to waste).

I went to get my bride & co dress in November 2022 with my whole family in tow with our excitement at 100%. This was the first wedding in my family in 8 years and we were all bursting. When arriving there we were disappointed by the staff and the actual Canal Walk branch. The staff were all sitting around, not doing much. And the store was dirty, looking as if it had not been vacuumed in weeks.

Nevertheless, we were excited and pushed through. I began trying on dresses and was very disturbed to find that many of the dresses smelt of sweat and had makeup stains. Again, we left it and kept going as we were so excited about the upcoming nuptials. Eventually we found a dress that was perfect. It was modest and simple-characteristic that very few of their dresses had. We loved it and were happy to take it. We were told this was one of a kind, sample dress from Turkey and they were only ever going to get one. I was so excited to have a one of a kind dress. We were told to pay in full as it was a sale item (R6999 - see pic 1 below), we obliged. We asked to take the dress home-we were told we have to leave it with them, we obliged. We asked to take a picture the dress-we were told no, we obliged. We were in such a state of excitement we didn’t even notice that we ended up paying R10885. Not until we went for the fitting 6 weeks before the wedding.

7 weeks before my wedding, I called bride and co 5 times over the course of a week with no answer. Eventually my mother called on the Monday 6 weeks before and got through to them. We were told we called late and will have to pay a rush fee on the dress even though we have been trying to get ahold of them. So we made a plan, I cancelled my patients and rushed through for a fitting the next day at 4.

At 4pm the next day, I arrived with my mom, sister, Aunty and cousin for the fitting, VERY excited. At 4.30, we were still waiting. We were confused because we had an appointment at 4pm and were cautioned by them to not be late as the seamstress needs to leave; yet we were left waiting.

Once they brought the dress down, I tried it on (in their dirty, unvacuumed changing rooms with holes in the wall). My cousin was helping me try it on and once on we were both confused. The dress (while similar) was not the right dress. It had a low cleavage and a completely open back. There were also 3 more of the exact same dress hanging in the store. The front of the dress had runs and loose threads, which my dress did not have. As a modest Muslim, I would not buy a dress that was open and I would never buy a dress that was broken? We communicated with them that this is not my dress and so began the most distressing experience in my wedding.

We spoke with the manager of the store, Kelly. She was scared, unable to solve anything on her own and quite frankly a weak manager. We were told that the dress we have and the dress we bought swopped tags, ultimately meaning this is the dress we paid for. But they didn’t commit to this, they said they were unsure and had to further investigate. My concern was that my wedding was 6 weeks away and I thought all of this was organized. I work 3 jobs and don’t have time to look for a dress again. I was extremely stressed and panicked. Kelly offered us a refund but that did not solve our problem and would not help the fact that I have no time to find and fit another wedding dress. She seemed to understand and told us that we should pick another dress. We did that but they had nothing else covered. Kelly informed us that we shouldn’t worry, they can alter it.

We found a dress that I liked and had to give them ideas on how to make it more modest. It was still quite low with an open back and didn’t have sleeves. She spoke with the seamstress, Teri, and told us we need to come back the next day. Teri had quite an attitude and my rather passive aunty had to ask her to control her attitude as this was not our fault. I wasn’t able to return the following day as I work and I’m not able to take off. Eventually we decided we can come Friday morning at 9am.

When we got there, the store was still dirty and still looked unvacuumed. The seamstress was there and told us she was not able to add something to cover the back and the front and cannot add sleeves as she does not know how. They said I must take the dress, find someone to do the alterations and take it and fit it. All 5 weeks before my wedding, while I’m still at work. This was not in plan and was not my fault. They were not being accommodating and were insisting that I must sort this out. I said to them I simply do not have the time. I respect the fact that she’s being honest about not being able to fix the dress but I do feel it’s their responsibility to then find someone who can. They said they speak to head office and get back to us by Friday.

Today (28 July), I received a call from Bride & Co marking manager, Leanne, 34 days before my wedding. She was cold, rude, abrupt and unapologetic. She told me that this was our fault, not theirs. And they will not be accommodating us with any of our requests, except a refund. When I told her that I was extremely unhappy and disappointed in their service as a whole she was uncaring and wished me a good day.

To Bride & Co, have you no pride? You should be embarrassed at your service and your store. I write this letter in hopes that you pull up your socks and provide people with a quality service that was not offered to me in the least. I know it may just be a dress, but who can be expected to pay R10000 for service like this.

The only peace I have is knowing that my wedding will still be the most amazing day of my life because of who I am marrying. But I refuse to stay quiet and let them get away with their corporate, ********* and disrespectful practices. Be better, Bride & Co.