Luxe Redux Bridal Houston — Attraction in Pearland

I'm conflicted on how to rate this place/business as a whole. I've tried on about 8/9 dresses from them & have always had a smooth experience except once, but got it taken care of quickly. Which I'd rate 5 stars. But the in store experience was lack luster.

Unfortunately, I'm an indecisive bride and like others, what I thought I liked, was not what I was grativating to. So, I decided to go in person. By this point, this was my 5th salon.

I was taken aback at not being able to look and pick the options. Sabrina was our stylist and she was very sweet.It wasnt my experience with her exactly but the experience of the salon - through her -If that makes sense. She explained we wont be able to see the dresses ourselves, just describe what im looking for and she will pick it out for us to mantain the integrity of the dresses. Immediately no. While I understand the intention (i'd been to higher end salons like Ivory bridal and saw alot of dresses with spray tan stains) the fact that I'm putting my entire trust on my dream gown since I was a little girl into a stranger I just met....is...no. So, I asked if I could look over her shoulder and allow her to handle the gowns. She said no. When we started, she came back with 5 gowns. I instantly did not like 4 and decided to try on 1. I get undress and get in, opening the door to let her in to zip me up when she returned and she states next time to not take the dress off the hanger and allow her to "put me in the dress". Also, another immediate no. I'm not getting undress under bright lites with someone I don't know. This was my 5th appointment and I hadnt heard anything like that. Typically the stylist would ask if I want them there or not. But I figured this was another rule of the salon that she was trying to honor. I told her I wasn't comfortable with that and she respectfully said she would just zip me up then. Throughout the appt more I explained that I'd already purchased a lace ball gown and the pinterest board I'd submitted as inspo had changed slightly as I learned what I liked, it seemed like the further I got from my chances of finding my dress there. She brought in a few more gowns that I knew instantly I didn't like. I tried looking into the front (where the dresses were) from the back, to see if I could see one that I could point out to her that I liked. I saw various other women in casual streetwear, sorting through the dresses. At first, I thought they were other brides, until I realized that one wearing an Astro jersey and another wearing a faded maxi summer dress were workers. It made the whole experience odd. This shops purpose is to find a great deal on a bargain but were operating in causal streetwear while not letting U find the dream dress bargain? What I mean to say is, the mission on the website doesnt seem to align with in person, as a business as a whole - given that brides are able to freely rent even Berta at HOME (and some ppl live dirty as hell) but I can't so much as look over the consultants shoulder? Side note: I'd suggest maybe having consultants wear black. It gives professional, high end vibes to go with the uptight rules & again, while I get it. It felt extremely limiting and restrictive, rather than carefreee and fun. The experience was so off putting that I decided to leave my appointment within 30 minutes. It actually took me longer to get there (from cypress) than the appt itself.

It's unfortunate because on the way out, I saw a few beautiful dresses I would have loved to try but I didn't want to get into a back and forth policy word game with Sabrina. If you are a bride that is unsure of your style, wanting to look for yourself freely. This may not be the location for you;...

**PLEASE READ BEFORE CONSIDERING THIS STORE

I just want to express my deep disappointment and concern regarding my recent experience with your store. My family and I were excited to experience shopping for a memorable dress. After this recent incident, we will NOT be returning or purchasing anything from LUXE!

As you may be aware, our area was recently hit by a devastating tornado, leaving many of us without power and facing unexpected challenges. In the aftermath of this natural disaster, we were forced to cancel our appointment at your store due to circumstances entirely beyond our control.

Despite our efforts to communicate with your team and explain the situation, we were shocked to discover that our card had been charged for the missed appointment. This decision has left me questioning the integrity and ethical values of your establishment.

It's essential to understand that this was not a case of a mere "no call, no show." We made every effort to reschedule and maintain open lines of communication with your store. However, it seems unreasonable and insensitive for your business to prioritize charging for a non-essential service during a time when our family is grappling with unexpected expenses and focusing on essential needs in the aftermath of a natural disaster.

In light of this experience, I kindly request a formal statement from your store confirming that you will not charge my card again for the missed appointment. Additionally, I urge you to reconsider your policies regarding unforeseen circumstances like natural disasters, and to show greater compassion and flexibility towards your customers during such challenging times.

In the provided photos, it is stated that we had difficulties with the storm. It has been since yesterday, they have not responded to my text asking why my card was charged. I sent LUXE a text at 1:55 PM stating the storm had affected us. They responded no problem. NOT EVEN ONE MINUTE AFTER THIS TEXT, THEY CONTINUED TO CHARGE MY CARD. Of course I denied the charge as this situation was out of my control. Regardless of the policy, I want to be sure this charge will not happen again.

While I hope for a satisfactory resolution to this matter, please be advised that unless significant changes are made to address these concerns, my family and I will be taking our business elsewhere in the future.

Thank you for your attention to this matter. I look forward to your...

Working with Mariah as my bridal consultant was truly a pleasure from start to finish! With over 5+ years experience working in the wedding industry, you could tell she really knew her stuff. From the moment I walked into the boutique, she made me feel at ease and understood my vision right away. She was always so kind and patient with me during my appointment, and never made me feel rushed or pushed into choices.

Her expertise in bridal fashion was evident as she helped me navigate through countless dresses, providing valuable insights and recommendations along the way. She listened attentively to my preferences and concerns, ensuring every detail I mentioned was taken into account.

What sets Mariah apart from other bridal consultants is her ability to make you not just look like a beautiful bride, but to also feel like one. I remember stepping out of the dressing room to show my family what my dress looked like in the big mirror up front and I couldn’t stop smiling! After Mariah saw how excited I was about the dress, she came over to complete the look by adding all the pretty accessories. Without even having to ask, she let me try on a pair of earrings, fixed my hair into a loose bridal bun, added rhinestone hair pins, and topped it all off with a stunning veil that had pearl detail. I got choked up with how beautiful everything looked all together. At that moment I realized I had found THE dress!!

Mariah’s professionalism and genuine care for her clients was shown through every interaction, making the entire process stress-free and enjoyable. I couldn't have asked for a better bridal consultant, and I highly recommend her to any bride-to-be searching for their dream gown. Thank you, Mariah, for making my bridal experience...