A major lack of customer service
I ordered a custom sized dress from Azazie. When it arrived, it did not fit properly, so we immediately contacted customer service for assistance. Despite reaching out right away, we received no response for two weeks.
Because we couldn't get anyone from Azazie to respond, we had no choice but to pay out of pocket for professional alterations. It wasn't until after we had already filed a dispute with our credit card company due to the complete lack of communication that Azazie finally replied.
The most disappointing part of this experience wasn't the dress, it was the customer service. Nearly two weeks without any response is unacceptable. By the time Azazie finally contacted us, we had already been forced to resolve the problem ourselves and incur additional expenses that could have been avoided with even basic customer support.
Azazie offered a partial reimbursement, but only after the situation had already been resolved at our expense. They kept offering an amount that did not match what we paid to get the dress altered, and even when we tried to submit that request, the website would deny the amount.
Based on our experience, Azazie's lack of communication and accountability completely overshadowed the product. If you have an issue with your order, don't expect prompt assistance. We will absolutely not be purchasing from Azazie again.
Reply from AZAZIE
Hello Nela,
I’m very sorry to hear about your experience, and I’d really like to look into this for you. To do that, I’ll need your order number so I can review the details and see exactly what happened.
I also want to clarify for readers, our custom sizing is meant to reduce the amount of tailoring needed, but it isn’t a fully custom fit and doesn’t guarantee that no alterations will be required, though when measured correctly they may not be needed as seen from many satisfied customers. Formalwear almost always needs some adjustment, and a standard‑size dress from any retailer would typically require alterations as well, often at a similar cost.
Once you share your order number, I’ll be able to take a closer look and help resolve this properly.