Houterasies Bad Experience

Please be careful when using Houterasies for weddings or any kind of event. We had a ********** experience with them and would not recommend them to anyone. This is a detailed review of our experience over the last few months and proof can be provided upon request.

I ordered things for my bridal party end August 2023, and was promised on the invoice that orders would take 10 to 14 working days to complete and be sent out. I waited with no feedback on artwork or order progress until 13 September, when I followed up regarding artwork that needed to be approved before the items were produced (their policy - remember this). On 14 September, they rep**** that they were working on it and will send it as a matter if urgency.

Finally, on 5 October, I got the artwork and their policy that I could request changes or fixes to any mistakes and no items would be made without approval. Further, they stated it was the customers responsibility to ensure there were no mistakes prior to approval. I asked for some fixes as some items were incorrect. No response from them whatsoever, so I queried again on 6 November when I would receive updated artwork for the changes I wanted. They responded that they would send the updated artwork and that the other items were 95% done and would be sent by the end of the week. Sidenote, remember their policy, I never approved anything to be made as there were errors in artwork.

I still to this day have not once received any updated artwork. They sent a waybill number to me the next day, so I asked about the items I wanted changed since I never approved the new artwork or anything, and you guessed it, no response. I also never received any package even after waiting the alloted time (2-3 business days).

So I called the couriers and they stated the package did not exist, so I called Houterasies as they were now ignoring my emails. The lady on the phone was immediately shouty and rude, and would not let me get a full sentence out about the situation, especially when I stated I was not happy about the communications with Dominique (she later stated that this was her daughter), and that I was not getting proper feedback on my order or any updated artwork. She blamed me for the delay, stating I wanted to add items so they kept the box back and cancelled the couriers. Yet, I was never informed of any of this and never requested items be added nor did I approve any items to be made in the first place as Iwas still awaiting updated artwork. She also claimed to not be expected to know any different as I did not use WhatsApp, yet I have used emails that they also take orders through and that they can check? Through constant interruptions and rude tone on her part, I was finally able to get my complaints accross and ask for photos to be sent of the items. Guess what, the items I asked to change the artwork for were made incorrectly. I explained this, and she stated that she would correct it and send it out by the end of the week.

Next week comes around, still nothing. Followed up, no response. Called again, and they claim to have load shedding and will send photos for approval same day after the load shedding ended. No photos were received and then I get a random waybill notification again the following Monday. Items arrive, and ding ****, a whole bunch of items are damaged, incorrect sizing (not visible on photos she sent) and items I requested different artwork for were made exactly like they sent originally in the photos, with no alterations made even though they claimed they remade it after I asked for it to be redone to how I requested.

I asked my fiancé to call due to their rudeness last time and they tried to pull the same stunt with him and wanted to put the phone down on him when he got understably upset at the rudeness and situation. But suddenly, they became respectful and cooperative to resolve the situation when threatened to escalate the matter with lawyers etc.

I sent the incorrect and damaged items back with a detailed email including all the damages, incorrect design, or quality issues. This was on 28 November. They collected the items and I got no feedback. I followed up on 12 December, asking for updated artwork and when I would receive my corrected items. They responded the next day that they are awaiting one item and that the items would be sent out on Monday.

Monday comes and goes, no response, no items sent. I followed up on 20 December, no response. We phoned, they said all items were the box was ready to be shipped but could not say why it has not. I followed up again on 27 Decemver and they respond that their seamstress closed before they were able to get the item and will be open 2nd of January, afterwhich it will immediately be sent out on 2nd January without any furter delay.

Guess what, no items were sent on 2nd January or that week. We called again, they stated that they are not sure why it has not been sent out. Emailed again on 4 and 6 of January and still no response. Phoned, and they stated on Thursday, 11 January that they would ship the item later that day. I only received the waybill on Friday and items were only collected by couriers on Saturday.

I got the items back today and half of it is still incorrect. The items that I wanted artwork changed, and then again remade after they still did not fix it the other times, has still not been corrected. I am done with this nonsense as they clearly don't care about their customers and don't read emails properly. I have attached the exact colour and changes I wanted made numerous times and have followed up numerous times, just to get empty promises, ignored, and incorrect items sent out again and again. No refunds can be requested due to their policy that they don't even follow, and I guarantee that the items will still not be fixed if I send it back a second time.

I have written proof of everything and call logs of attempts to communicate and get this sorted.

They keep deleting bad reviews on their FB page, and many people have had similar issues so hopefully people see this so they don't make the same mistake we did. They go to wedding expos, advertise all the nice things, but don't be fooled. They provide terrible customer service, are rude when you call, blame you for made up stuff, can't give proper feedback, make **** promises and don't adhere to their own policy.