ASTR The Label – Cashback, Rebates & Rewards

I received a dress in the wrong size. I ordered this for a very important event and bought the dress specifically to match the theme of the wedding. Once I received the item I took the tags off not realizing I was sent a totally different size than I ordered. The dress was way too small. I had to go out last second and spend more money on a dress because I was sent the wrong one. Now I've stepped away from work again to speak with customer service during their open hours for the 2nd time, because the first time i was in the chat for over an hour as they were taking over 20 minutes to answer each message and then just stopped answering, now they are telling me that I need to take time out of my work day (which I have to request off from a manager and we are extremely busy right now) to send this back to them in order to receive a refund. I expected much better customer service from a company that advertises itself as the best wedding guest clothing store...then sends the wrong size. I get mistakes happen, and I have been a loyal customer for years now, but not after this.

I thought this was a great shop until I discovered their hidden "free" return agenda. If you exceed a certain amount of returns in a period of time they place you on a modified return. Which means you need to pay a 15 percent restocking fee. This is ridiculous to me. Why advertise that you have free shipping and free returns and then screw your customers who are honestly trying to find a dress that fits? Anyone knows when you order a dress online there's a good chance it won't fit or it won't look they way you expected it to. I followed all of the return rules and am appalled that I'm being made to pay this fee. Apparently I was sent an email 6 months ago telling me this. I never saw that email. When I talked to a customer care member she kept copying and pasting the policy and telling me I should have read it more carefully. Real helpful, right? I believe if this is a policy that they are not trying to hide then they should advertise it on the store's homepage OR when I logged into my account there should have been an alert waiting for me telling me of this BEFORE I unknowingly bought two more dresses from them. This is the first order I have made in 6 months but somehow I am still on a modified return policy?????? Shame on them. They have lost my business for good.

WARNING! DO NOT BUY FROM ASTR'S FACEBOOK SHOP! I purchased a dress from ASTR for my sister's wedding through Facebook, as they were offering a coupon. I wound up exchanging the dress once and then ultimately returning it as neither size fit right. Instead of giving me my money back, they gave me store credit, despite sending the dress back well within the 28-day period stated on their website. I tried contacting them via email and never received a response. I sent two messages through their website contact form, and still nothing. I called them and the customer service representative I spoke to said I would receive a refund and email confirming it by that Monday. Neither the refund or email came. I then received an email response from one of the forms I had filled out and a new customer service representative seemed confused about how to issue a refund since it was a Facebook shop order and said he would work on it. I also contacted Facebook's customer service for the shop and after several weeks of talking in circles with a bot I gave up trying to get in touch with a human. After dealing with all of this for over a month, I received this useless message from ASTR: "Due to a system error with our integrated Facebook platform, I am unable to process the refund to the original payment." Now I'm out $170 because their customer service team doesn't know how to do their job. Never shopping there again.

I first found them at Nordstrom and LOVED the styles. It's so well made and well priced for the quality. They have the best dresses. I bought some dresses on Black Friday and can't wait to have an occasion. Their sweaters were really cute and feminine. They are one of my favorite brands