Pronovias Reviews 31

Impossible to call Bond Street location. Tried multiple times and no one answers phone. All agents are currently busy message. Saw a dress I wanted to buy for my daughter but after reading so so many horrible reviews and experiences have given up.

A very disappointing experience, if this is the flagship store I dread to think what the others are like. Don’t go to to the Bond street store unless you are a VIP. We were a party of 5, including the bride, and were all appalled with the experience.
Seems the store only hold size 12? dresses, despite being asked your size on booking the appointment - no use for a slightly curvy beautiful bride (They seemed smaller than a normal street size 12) Why ask the size of the bride if you’re going to ignore it?
Not all favourite dresses pulled for trial, despite promises to the contrary, bride was so overwhelmed that she didn’t realise till we had left the store and she had calmed down.
No short veils are held in store
Not enough chairs - don’t book so many appointments if you can’t make clients comfortable
Our assistant was new so had to disappear for long periods to get answers to questions, but manager couldn’t be disturbed as she was with a VIP client - you can imagine how our bride felt to be told that!
The Mother of bride had travelled from Italy and bridesmaid from Canada especially for this appointment, I was ashamed of the service. These dresses are hugely expensive, not unreasonable to expect top quality service for all.
This was the first bridal store visited by the bride, who had set her heart on one dress which she couldn’t even try because of the sizing. What should have been an incredible and exciting experience was upsetting, uncomfortable, disappointing and left our bride disillusioned and in tears.
I have since read other reviews which indicate this is not uncommon so Pronovias - take note and pull your socks up! You are too big for your boots, shame on you.

Too much to type this was the review I left My first event bridal dress shopping experience at Pronovias was an absolute nightmare. I expected a welcoming and professional environment, but instead, I was met with an overwhelming sense of disappointment. The behavior exhibited by the store's director, Tammie, was particularly appalling, given her role within the establishment.

From the moment I stepped into the store, it was evident that no effort had been made to create a warm and inviting atmosphere. The Stereotyping and unwelcoming ambiance set the tone for the entire experience. It was disheartening to see that the store was ill-prepared for my appointment, despite making prior arrangements. This lack of organization was a clear indication of the store's disregard for customer satisfaction.

The attitude of the staff, especially Director Tammie, was far from professional. Instead of providing guidance and assistance, they subjected me to their own biases by suggesting more affordable stores and those catering to different sizes. This complete disregard for my preferences and potential purchase was both disrespectful and unprofessional. As a manager myself, I was shocked to witness such behavior from someone in a leadership position.

The lack of basic assistance was further evident when the staff failed to help me unzipper my dress. It was a struggle that left me feeling embarrassed and unsupported. This level of neglect and indifference towards customers is simply unacceptable.

To add insult to injury, Director Tammie herself engaged in body shaming, making inappropriate comments about my appearance. This behavior is not only hurtful but also completely unprofessional. As a manager, I understand the importance of creating a positive and inclusive environment, and it is disheartening to see a director exhibit such behavior.

In conclusion, my first event bridal dress shopping experience at Pronovias was a complete disaster. The store's sterile environment, unpreparedness, unwelcoming atmosphere, lack of professionalism, failure to assist with basic tasks, and body shaming from the director herself, Tammie, were all deeply disappointing. I strongly advise against visiting this store if you expect a respectful and supportive bridal dress shopping experience.

I recently visited their flagship store in London. I feel compelled to share my experience as it was, unfortunately, far from satisfactory.

To begin with, I encountered difficulties with their website while attempting to log in and create a selection of dresses. Despite multiple attempts, I was unable to complete this process. Upon arriving at the store, I encountered further challenges during my appointment.

The attendant assigned to me insisted I try only one dress (the one I liked and tried in another store) in the fitting room, despite my expressed desire to explore more options. I found this to be restrictive, especially considering the importance of such a decision. Furthermore, the pre-appointment calls requesting details like size seemed redundant when I wasn't even provided the option to try on dresses with shoes, a crucial aspect of the bridal experience.

The limited selection presented to me was disheartening, and the constant insistence that there was no need to see more options was frustrating. I believe it is my prerogative to ensure I've explored all possibilities before making such a significant decision.

Additionally, I requested alterations during the appointment, but the attendant initially denied the feasibility of such modifications. It was only after I insisted on speaking to her manager that I learned alterations were possible at an extra cost. This lack of transparency and reluctance to accommodate my requests was disconcerting.

Moreover, the attendant's demeanour throughout the appointment was disappointing. She appeared disinterested, without suggesting additional accessories or offering any assistance or guidance on how to style the dress. I was even met with reluctance when I requested to try on accessories, which left me feeling disregarded and frustrated.
I expected more patience and enthusiasm, given the significance of choosing a wedding dress.

I paid £40 for this appointment, and unfortunately, it did not meet my expectations. I understand the volume of brides they may cater to, but I believe every bride deserves a positive and memorable experience.

Regrettably, I did not receive the attention and service I had hoped for.

Do not use. Cannot tailor. Adds so much stress before the wedding.

I cannot emphasise this enough. Do not use. Most important part of the wedding is left to people who cannot tailor. My wife had 5 visits and they failed to do basic tailoring. This is not bridezilla we are talking about. Basic things your local dry cleaner would sort. In the end my wife had to fix it herself the day before the wedding when they couldn’t finish it.

To make up for it they offered 8% discount. What a joke.

Read the other reviews. This is common. Please trust me. Do not use.

Do not use.

They do not fulfil their promises and gave me so much unnecessary stress before my wedding day.

They cost me so much money in travel to get to additional alterations because their team kept making huge errors in the tailoring.

They have complete disregard for your time and once left me waiting 50-minutes for an appointment without an apology.

There are so many other places to shop - go somewhere that cares and doesn't lie about their overpriced service capabilities.

LIARS AND BAD BUSINESS!! AVOID!!

My wife and I recently got married and unfortunately we were promised the world by Pronovias until they couldn’t deliver.
Summary:
- offered alterations to the dress that 6 months later said it is not possible to do
- overcharged us by 2,000€
- didn’t steam dress on wedding day
- 4 hours to collect dress on day
- told we would receive compensation after wedding - then told it is not possible
- we asked to remove tags, they forgot
+ general attitude is dreadful and customer service don’t care for their clients knowing they won’t need to come back. Unless you plan to get married again!

I got married last July 10th 2021 (but I bought my dress in 2019 like many "Covid" brides, it cost me 2500€) in the Madrid Velazquez store, Spain.

30min after my wedding, just after the ceremony, the strap of my dress broke by itself after lifting my arm. I insist on the "just" because Pronovias wants to blame me by informing me that "a sudden movement, a pull on the tail of the dress" is something accidental that has nothing to do with the quality of their alterations.
As my dress (Nashira) cannot be worn strapless, when it broke, the guests were able to see my chest, a sensation that no bride should ever experience in her life in my opinion. Luckily one of my guests had a safety pin and we were able to "fix" the strap until we got to the venue.

The safety pin fell off as soon as we entered the venue dancing with my husband (of course you can't dance in a Pronovias dress either). Another lucky thing that day, my friend had a needle and a purple thread and my grandmother was able to sew the dress that finally held up until the end of my wedding. Without this thread, I had no choice but to wear a short white dress that I had for my pre-wedding because the Nashira model is fastened with both straps.

Before calling Pronovias, I took my dress to different dressmakers to get a second opinion and they all told me that the strap was not sufficiently reinforced.

I called Pronovias a week after my wedding to inform them of what had happened and I was very surprised by the stance of Pronovias and the shop manager. Firstly with the lack of empathy after what happened and acknowledging that human failure can happen and that no bride wants to be left with a damaged dress on her wedding day. I repeat, if I had not had purple thread that day, I would have worn my dress for only 45 minutes!

I would like to add that I had to go to the shop 5 times in total for alterations. Even the dressmaker admitted that it was very difficult to fix the bust and the straps.
The left strap that the dressmaker didn't touch lasted for the whole wedding while right part which was the strap that broke (and the only one that the seamstress touched).
In fact, in every fitting I did, we always had problems with the straps, sometimes they were too tight and sometimes too loose.

Update 2022: Pronovias refused the legal mediation I had asked for. They never offered me compensation for ruining my dress (I was just expecting the refund of the alterations which was the least they could have offered to me). My advice: RUN AWAY, there are many bridal shops in Spain that will not treat you like a mere number and you will have a dream dress and perfect alterations compared to them.

If I could leave zero stars I would. For everyone who might think that this is just one bad experience... I consulted my own tailor and he told me that he has had many experiences with Pronovias brides coming to him last minute because they have messed up their wedding dresses. I have heard the store staff talking about lost dresses, missing orders. I have seen girls crying in the waiting room because this company has let them down with just weeks to go until their wedding.

Here's a summary of my experience to date

Communication

It has been near impossible to reach anyone on the phone in this store. I have called countless times and noone answers or calls me back - this has been going on for 7 months. Even the main customer service centre can't get hold of them.

I have sent email, after email, after email to HQ and to the New York store. It is rare that anyone replies to me, for weeks, and when they do they tell me that they will provide updates immediately, only for another week or two to pass with no correspondence....
Even when I am clearly distraught at the status of my wedding dress.

I am dealing directly with management and it is the worst experience I have ever had in my life, for the most important dress purchase of my life.

Your New York Store Management

The woman I was originally assigned to do my fitting left and noone told me until she finally responded to my many texts. I had no idea when my next appointment was even being held.

The store management ordered a dress that was 'a size larger' than my size, despite me telling them I wanted the dress made to my size. She told me that I had time but went ahead and ordered the larger dress anyway. The dress was about 5 times too large for me and literally could not stay up on my body. I was shocked.

I made it clear that proportionately the dress would be impossible to adjust since it was boned and corseted.
The store manager and alterations team told me that this dress could be fitted to my specs. I came back for my appointment and it was completely hanging off my chest, gaping at the front. I cannot wear it as it was originally designed since the waist is much lower (because the corset is designed for a much larger woman).
The only solution they provided was to stuff it with 3- 4 inches of padding. I look like I've had a boob job and added an extra 3 cup sizes - it's embarrassing. They have told me that they cannot/ will not rebuild the corset to fit my frame.

This is just a high level summary (I can go on and on) of the myriad of mistakes and appalling customer service that I have been subjected to by choosing to purchase my wedding gown at Pronovias. I am devastated as it is now a month before my wedding and I don't have a dress to wear. I truly wish that I had never walked into Pronovias and I WISH I had seen a review like this one to warn me of the complete hot mess of a company that this is.

I attended an appointment with my daughter who was so looking forward to trying on dresses she had chosen.

After arriving at their flagship store in London, other brides and their families arrived soon after, were sat down and offered Prosecco and then taken off with a consultant. We were kept waiting in the store for 20 mins before we were informed our consultant was dealing with another bride and would be with us soon. Our consultant appeared soon after, yet the “bride” she was dealing with had not left the store…..

We were taken straight to the sample dress area and asked to look around. My daughter informed the consultant that she was not interested in sample dresses, yet the consultant proceeded to keep suggesting dresses off this rack.

The consultant then selected some of the dresses my daughter had identified and the consultant also brought dresses which were not suitable. A request to change the straps was fraught as everything was packed up ready to move to their new premises.

My daughter was not impressed and soon lost the excitement she had when booking the appointment in the hope of finding “the dress”.

From the moment we entered the store to leaving, I likened the experience to Julia Roberts in the film Pretty Women. We were dressed in jeans and trainers, but our money is as good as the next person. Big mistake; big; huge!

Please please AVOID at all costs!

Botched all alterations to the dress, holes, wonky hems, mismatched sleeves, just generally terrible to the point where the dress was unwearable with only a month to go until the wedding and had to source a totally new dress.

Despite multiple fittings to 'fix' the alterations they just kept causing issues and then were rude, claiming that it was not their fault (?!?).

I wouldn't wish this upon any bride so please don't shop here!

Poor customer service and their refund/exchange policy is ridiculous. They make a double profit by giving no refunds but unless you pay for the full price, you get nothing and they resell the dress.

Not the experience i expected, avoid. After planning a whole weekend away in London with my mother, grandmother and mother in law, we were advised the day before we could only take in 2 guests, therefore had spent on hotels and trains for one my party to have to stand outside on a cold, windy February day, ruining what should be a once in a lifetime experience. Just to add this is after all covid restrictions have been lifted (we have not had such stringent rules at any other bridal shop we visited) we also had to wear masks after mask restrictions had been lifted - again not making dress shopping an enjoyable experience vs other stores we visited.

Its a large flagship store, however did not have many of the dresses shown online I wanted to try (which was a surprise given its their flagship) We were also advised you are not often able to personalize the dress as the website claims (website claims you can add various sleeve lengths, overskirts to certain dresses) this was a big reason we booked this store in the first place so was very disappointed, seems like a marketing ploy to get people through the door.

I did however, fall in love with a dress during my visit. To make it my own i wanted to amend one aspect of the dress which was a fairly simple amend. Our consultant advised she would have to check with her manager and took my details to contact me the following Monday. I never heard anything back and Pronovias did not follow upon any of my queries.

As it is such a large store, i can't say its a very personal service - it very much feels like you are just another number to them.

AVOID at all costs! There are plenty of excellent bridal stores out there, most won’t charge the ridiculous £40 fee! Also the customer service will be good, unfortunately there is zero customer service skills at provonias, hardly answer the phone and generally unhelpful

Absolutely horrendous! Booked an appointment at £40 to attend the flagship store in London to find out 72 hours before we attended that there is a limit of two people from your party that can attend. I tried to call the store to ask about having more people and they told me I’d have to hang up and press 1 on the keypad to speak to the store. I did as instructed only to find that the shop then just continued to decline my call. I have now booked in at a smaller shop allowing me to bring up to 4 people. And am trying to get a refund it’s probably a blessing in disguise as long as I can get my money back. Avoid!!

Every brides worst nightmare happened with me and this awful company. With weeks of delays and changes to collect my dress with the alterations, I then arrived at the shop to collect my dress for them to have not done ANY of the alterations I had requested and sadly paid for 4 months before! So I had to wait for 5 hours in the shop for me to try on again and again and wait for them to do the alterations there and then. At 6pm this day I tried it on AGAIN and the new neckline was tacked onto the dress with me in it, I was told they would take it to the back sew this new bit on properly, rectify their scruffy stitching on the other alterations they had done, steam the dress and bring it down to me in the bag ready to go - stupidly I trusted them and took the dress home. Thankfully I tried my dress on a couple of days before my wedding, to find that none of the alterations discussed had been done. Myself and my mum were in tears - it looked horrific, stitches hanging out everywhere the neckline had gaping holes in it and one of the 'sewn' in cups fell out within seconds. I had to pay a rushed fee for a local seamstress to do the alterations Pronovias had been paid to do. Pronovias won't refund me their alterations charges!

An absolute NIGHTMARE!!!! Do not get your dress here. I found out the week of my wedding that my dress had been ruined and they only let me pick from their dirty sample dresses AND charged me full price for it. WHATTTTT?! Please don’t get your dress here. The Least they could have done was press the dress and clean it for me. Nope. What a nightmare. I’ll be walking down the aisle in a dirty, wrinkled, sample dress that I still paid full price for. So upsetting.

I always wanted to walk down the aisle in a Pronovias dress, and when I choose it I was extremely happy, I found my perfect dress. My wedding day was always going to be emotional because my now husband, spent two years very poorly and disabled when I very nearly lost him, but, we married on NYE 2018 and it was the best day, despite my wedding dress failure.

I had my dress on for only 2hours and 20mins when my strap snapped/broke, stitching came completely apart leaving me exposed in front of my 95 guests. I was married in a Barn in Scotland so getting hold of a needle and thread took some doing. All my guests were now seated for our wedding breakfast, waiting on me, when I had to be stitched back into my dress, I was panicking, by this time 40mins had gone by, id missed out on photos that I shall never get back, and my wedding breakfast food was becoming cold to serve to everyone.

I contacted Pronovias store in New Bond Street where I purchased my dress, and expressed all this to the team at there. Following my several, endless emails, and attempted phone calls, their customer experience and so called “customer satisfaction” is appalling, since the 3rd Jan 2019, I’ve only received 2 personal emails, which i think is disgusting, I can never get through on the phone even to the New Bond Street Store where i purchased my dress. They finally put a claim in for me, never had my dress to look at, and finally after I had to chase them several times AGAIN, I miraculously got a response the following day saying they had made a decision, tested a dress “similar to mine” and the technical department have said there was no fault, and to except their “extraordinary commercial gesture and the possibility to condition my dress (repair, washing and ironing)”
I think this is disgusting for a dress that cost me nearly £3,000 that I only get to wear once, that lasted me 2 hours and 20mins, disrupted my wedding day, and let me down.
Like any high street stores, if a piece of clothing failed or ripped or fell apart, with a receipt the store would offer me an exchange or refund, so why when a shop like Pronovias with a HUGE reputation do they completely ignore their customers after the sale has gone through, it’s like they’ve got my money now they don’t care what happens.
My dress FELL APART on my wedding day, this was so upsetting for me, and I’m extremely disappointed with how I’ve been treated since, compensation should be offered to me.

Ladies, before choosing your dream dress, PLEASE PLEASE, make sure you AVOID PRONOVIAS, do not buy from them, do not let them ruin your wedding, your one special day, because they have for me :( Go elsewhere.