NADINE MERABI Opiniões 2608

Extremely disappointing customer service experience. I ordered a dress with next-day delivery which never arrived, and resolving the issue has involved multiple conflicting responses from the customer service team.

During the process I received three separate email responses from “Miranda”, who was presented as a customer service representative. The information provided about the returns policy and return date was later confirmed to be incorrect, and I was subsequently told that “Miranda” was in fact an AI assistant. At no point was it made clear that I was communicating with an automated system, and I relied on the information provided as accurate. The return window turned out to be shorter than what I had been told.

Alongside this, I was advised to wait before any action could be taken regarding a missing parcel, experienced long delays in responses, and received inconsistent guidance throughout.

As a result, I am now hundreds of pounds out of pocket, without a wedding dress that fits just weeks before my wedding, and still without a proper resolution or meaningful support from the company.

Given the misleading information and poor handling of this situation, I now have to escalate the matter through formal consumer channels and my card provider to try to resolve it — a situation I did not want to be in.

I hope the company reviews its customer service processes, particularly the use of AI in customer communications, so that other customers do not experience the same issues. This has been extremely disappointing and damaging to my confidence in the Nadine Merabi brand. I would welcome a response from the Nadine Merabi team to resolve this matter.

I’ve been buying, wearing, and feeling glamorous in Nadine Merabi dresses, jumpsuits, and jackets for a few years now. I’ve even introduced several friends from my home country, Brazil, who all fell in love with the brand’s style and how perfectly the designs fit Brazilian body shapes. On my most recent online purchase, Royal Mail held my parcel at their warehouse for far longer than expected while I was briefly in London. As I needed the outfit within a specific timeframe to take it back to the country where I currently live, I reached out through the NM app and was quickly connected to the right department. Alex resolved the issue promptly and professionally — truly excellent service!

Quality jumpsuits that make you look and feel amazing! The customer service team are extremely knowledgeable and helpful with very efficient response even on a Saturday evening which is rare these days! Thank you

I absolutely LOVE Nadine Merabi! I own 8 STUNNING dresses and cannot wait to continue adding to my collection. The styles are classic, elegant yet bold and make a GORGEOUS statement when you walk into any room! I highly recommend this brand to anyone looking for the PERFECT dress for any occasion!

Please please can someone just call me regarding my wedding dress.
Both Kelly and Miranda at customer services have my details.
I have a mark on my wedding dress, that wasn’t checked when sold to me.
I’ve gone back and forth for 4 days to return this. Both Kelly and Miranda giving me different things they need from me.
I’ve now been told the dress will take more than 10 days, by Miranda. When Kelly told me straight away.
I won’t have a dress to wear at this rate.
I’ve been refused a call back from the store where I bought it.
I feel quite disappointed as I love the dress. I’m not sure why it wasn’t checked when sold.
I look forward to a speedy response x

My response below:
Hello Sarah,

Thank you for sharing your concerns and feedback. I sincerely apologize for the disappointment caused by the communication challenges and the delay in receiving your dress. Your experience with the refusal of a callback and the extended delivery time falls short of the standard we aim to provide.

Your comments regarding communication issues and delivery delays will be forwarded to the relevant team for review, so we can work on improving our procedures. In the meantime, your situation will be escalated to a specialist who will review the available options for your order and provide further assistance. We appreciate your patience and understanding during this time.

Best regards,

Miranda

Customer Service Agent

Sorry it’s this reply AI as stated by Alex.
She is emailing
Me and not actually stated what’s happening next??
I will have to go to London tomorrow to the store on my
Only day off this week :(
From essex

Amazing service, I’ve dealt with a great team member who was very helpful and sort out my issue nearly instantly. Products I bought so far top noch

Beautiful dress and amazing customer service experience!

Contacted Merabi through FB messenger, received a super quick response. I had a query with a discount code which they immediately rectified and refunded me the difference. Very impressed with the service I received. Cannot wait to receive my new Milly dress. Thank you.

Quality of the garments is exceptional. Unfortunately my item did not fit, but I got great support from Alex and the team at the London store in returning it. I will be visiting the store to try on personally to get the right fit!

Incredibly responsive and helpful customer service! Can’t wait to receive my new top :)

Great customer service, had a problem with a blazer and it was resolved quickly.

Amazing customer experience really efficient service and very customer focussed. Would definitely recommend purchasing from NM quality of dresses is fabulous and definitely VFM

The most fabulous fashion and also the best customer service ever (when I had an issue returning something). Highly recommend 👌🏼

Very happy
Rapid replies and great dresses

Very Disappointing Experience – Wrong Item & Poor Customer Service

I ordered a dress from Nadine Merabi for a Saturday night event and paid extra for express shipping so it would arrive on time.

The dress arrived Saturday morning, but when I opened the box it was a completely different dress from the one I ordered. This was extremely disappointing because I had bought it specifically for a party that same night, and suddenly I had nothing to wear.

I contacted customer service immediately. Instead of acknowledging how frustrating the situation was, they repeatedly asked me to confirm that the labels were still attached and to send photos so they could process the return. I explained that I was very upset about the situation and asked if any compensation could be offered, considering the mistake ruined my plans for the event. Even a small gesture like a discount code for a future purchase would have been appreciated.

Unfortunately, my request was ignored several times. After sending the requested photos, the only response I received was a return label and instructions to go to the post office. There was no apology beyond the initial message and no attempt to make up for the inconvenience caused.

Mistakes can happen with any company, but how a brand handles those mistakes is what matters most. Sadly, in this case, the customer service felt dismissive and unhelpful.

Because of this experience, I won’t be ordering from Nadine Merabi again.

Perfect customer service

Couldn't recommend this company enough. The dress my partner has purchased for our wedding is absolutely beautiful and great quality. We had an issue with the order due to a mistake our end with the size but Alex the customer service person who dealt with us was super helpful, really went above and beyond to help us out. Brill company!

I had ordered the EDIE DRESS for my court wedding. However, on my court day the zip got stuck and worn out. I literally had to wear it as a backless dress.
I then messaged on IG, and Alex was so kind and nice to offer me a replacement.

The dress was stunning and everyone complimented it on my court day. The customer service by Alex was also great, such an amazing person.

Absolutely outstanding customer service. Alex was amazing on email. So helpful and prompt in the replies. Alex even liaised with colleagues to determine the best size on the Nathalie dress for me, as I felt I was between sizing.It takes customer service to a new level imo!!

An absolute pleasure to do business with!! Can't wait for my new dress!!

Sinéad (Ireland)

Really prompt customer service when sending an email to Nadine Merabi. Alex addressed my problem immediately and a resolution was quickly put in place.