ASTR The Label Tracking Order Status

I have been a loyal customer for years now, but my most recent purchase was the last. Also note that their return policy has changed such that you are deducted $5 from any return. In my case, I submitted screenshots of the exact same item color and size on sale at another major retailer for half off (which realistically correlates with the quality of the item and what it’s actually worth), and also included pictures of the item in my hand, brand new and unworn since my original order from ASTR. I offered to accept a partial refund, and if necessary, to send the item back (brand new in the original bag it came in) so I could place a new order from the other retailer half off, and they consistently refused after chatting, calling, and texting. As other reviewers have mentioned, chat responses take at least 20 minutes to receive, and if it’s not a favorable answer, they will simply stop replying. They also claim the person over the phone is the only one you can speak to, no further management or anyone it can be escalated to. Very difficult to digest, as they clearly are not willing to make even a one time exception to help repeat customers. Buyer beware!

Paid £170 for a dress which arrived broken. When I emailed and sent multiple photos of the damage, (broken elastic, made the dress unwearable) the customer service team asked me ‘if I adjust the straps will it fix the issue’. It has now been over a week and I have been given no solution, my sisters graduation is this week and I have no dress; and no money to buy another option. Customer service has been horrific. I bought directly from ASTRs website FYI

VERY poor quality and customer service. I received a damaged dress but because I was outside their return window they would not help with any repairs or returns. The dress is unwearable.

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 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