Rather than start again I will just paste the email complaint I just sent to Bh5:

To say I am disappointed with the service received from Bh5 is an understatement!

I placed an order last week (order ****) and when it arrived the dresses didn't look the same as the website and were unsuitable but I simply put that down to the lighting used for the photos making them look paler than they are. The shoes in the same order were fine until I realised one pair had marks on them so had to be returned and reordered.

After discovering that the dresses seem to be darker in reality than the website I decided to place an order (order ****) for dresses I'd previously thought would be too pale but figured if they too were darker they would be the ideal colour. As my bridesmaid could only make it into town to meet me on Monday 20th Jan I decided to use the express click and collect as the website advised they would arrive on Monday 20th - I ordered on Friday 17th, your website states 'orders place before 6pm (12pm Sundays) would be delivered the next working day' and also as the date was quoted on the order page I thought this would be fine and didn't mind paying the £2.95 delivery. However you did not deliver on Monday so we had a wasted journey into town (32 mile round trip). You have refunded this as, I quote 'compensation for the inconvenience'! This is not compensation, this is what is rightfully due to me as the service I paid for was not delivered!

So today they dresses arrive and I'm excited as the colour is perfect. My excitement was short lived though as one of the dresses has two marks on it so has to go back. The issue now is I can't arrange a return as your staff at store have not yet marked it as collected! Excellent!

Also, the dress in the size I need is out of stock!

I have rang customer services and the advisor I spoke to has emailed the store to ask them to mark the order as collected so I can return the soiled item and has also emailed the morning team to contact the bridal department to try and source another dress in the size I need.

So:

* Shoes marked so had to return and reorder
* Paid for express delivery which didn't happen = waste of fuel and time
* New dress soiled
* Order not marked as collected so can't request return

I think we can all agree this has been a very poor customer experience and £2.95 (which is due to me anyway) is certainly not compensation!

Planning a wedding is stressful enough without all of this!

Thanks Bh5!

Definitely the dessy dresses :-)

I won't be going to Bh5 for dresses and shoes then!

These companies have ways to make things easier, faster and more convenient but if they aren't checking the quality of the goods that they are sending then what's the point in offering such services! It just causes more aggro to return and wait for replacements and it probably would have been quicker to just get everything from the store itself!

I think some vouchers or something would be a more fitting compensation, I hope you're going to send a complaint, i would!!

xxx

Well the store still hasn't marked my order as collected so still can't request a return number! Going in today to pick up the replacement shoes though so will give them a kick up the bum then!

Fingers crossed (for them as much as me!) that these shoes are ok!!

Replacement shoes collected and guess what?! Also marked!!

I have two more pairs on order though as there was an offer online to get £5 off each pair so figured order again and return the two full priced pairs. Picking those up Saturday. Fingers crossed I will have two usable pairs out of the four!!

They've marked yesterday's order as collected now so I can arrange the return of the damaged dress and they inform me more stock will be available on Friday.

Still going for the appointment at the shop a week on Saturday.

Om, you would think if you return one thing due to marks they eould check items before sending out the new!

Will defo be doing this. I stupidly took one dress out and it was fine so assumed the other would be. Plus when I collected the first dresses I commented on the colour being different to the website and the lady informed me if I didn't want them I'd have to return via courier as they can't take them in my local store due to not stocking the bridal range

Was on the phone to their buying department today when I picked up the shoes (they wrong just after I'd given my order number to pick up) so only gave the shoes a quick look so hadn't noticed the mark on them till I got back to work. Plus I knew I'd be returning some anyway