I have had the worst experience with this company. I'd never suggest them to anyone I know, and I'm warning other people to be cautious. I ordered what I thought would be a gorgeous wedding dress on February 2nd.
I was not pleased when I got the dresses. The fabric was cheap-feeling and the dresses were quite a bit longer than I was comfortable with. The sleeves were too tight at the top, and weirdly loose at the bottom. The neckline, which was gorgeous on the model in the picture, pinched my skin and made me look like I had weirdly overdeveloped neck muscles - sort of like a bridal She-Hulk.
So, I thought that ordering with Paypal would give me a little security because I could always open a complaint with them. However. The dresses did not arrive until April 1st, well after the 45 day window to open said complaint.
There's a certain kind of calculating, evil genius in that. I don't believe that the timing is a coincidence. My first thought was that Outerinner.com had complaints opened in the past and figured out a way to get around it.
But then I thought maybe I was jumping to conclusions and I should give customer service the chance to fix their mistake.
When I did, the customer service rep asked for really invasive things - first, to take pictures of myself in the dress, and then for my measurements. When I explained that how weird that request was and that one of the dresses was for someone else who wasn't super happy with the way her dress fit, they suggested the following things:
- To alter the dress. (After having waited for two months for the dresses to arrive in the first place, I doubted that the alterations would be done in time
OuterInner responded with the following comments:
“Dear Sarah,
We're sorry that you have experienced this issue.
According to our records the dresses were made correctly in the US28 size ordered.
Clearly however there is an issue and we want to help you.
I hope you can understand that we cannot just refund a customer in this situation, but that's not to say that we refuse to help, nor that we will not refund you at all.
We would like you to return the dresses to us so we can check the issues that you mention and confirm what has happened. However it seems that you will not do this as you are unwilling to pay the return shipping, therefore there's no way for us to confirm the issues. We will refund the shipping cost along with the order cost as soon as we know what the problem is.
I'm sorry that you do not like the fact that we asked for your measurements and pictures of you wearing the dress. This was never meant to be invasive, rather it helps us to help you, as it may allow us to see potential dress issues remotely without needing to return the dress. We also state in our policies that we may ask for pictures if possible, although of course it is up to each customer if they wish to share these.
I'm sorry that you feel that we somehow organized the shipping to be outside of PayPal's complaint window - actually it is fairly normal for wedding gowns to take longer than 1 month to make and deliver (around 5-6 weeks or so), and this is stated in our store's information. This is because wedding gowns are complicated dresses and take longer to make.
We have offered some ways to help you, sorry if these are not OK.
If you can find out how much alteration would cost near you then we may be able to refund that instead - that's 1 option, but again please let us know.
Secondly, if you can agree to sending the dress to us to allow us to confirm the problem then we will gladly refund you. There is no question of us just 'keeping your money' if the dress has a problem. I understand that you're upset about this issue, and rightfully so, a bride doesn't need this stress and we don't mean to add to yours. However, we cannot refund you without being able to understand what has happened, so we'd appreciate if you could help us to help you.
We are still in contact with you by email right now, and we look forward to helping you with your order. Thanks for your patience!”
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