Iconic Bride Dallas — Local services in Dallas

The worst customer service experience of my life. I chose Iconic Bride because of the undeniably amazing selection of designers - 2 specifically that have limited US affiliations. I came first to try Leah Da Gloria, and then once more for the Pallas Couture trunk show. I fell in love with a Pallas Couture Privee design immediately, but expressed that I wanted to sleep on it first before calling the store back to confirm my purchase within the next 1-2 days. The trunk show would have still been ongoing within this timeframe, so this was not an unreasonable request. My wedding was also still 15 months out, so no rush. However, I was pressured into buying it right then and there - the reason provided by the sales associate being that the designer would need 6-9 months to make my dress as each dress is made to order - so they would need to get my measurements ASAP. They took 5-6 measurements and wrote them on a form. Now, this obviously lead me to believe that these specific measurements were being sent to the designer, who has the ability to use your measurements no matter the collection for a custom-fit dress (Duh... it's a high-end designer. Their ability to do this is even stated on the designer's website. This designer also even offers virtual appointments where you can literally do this with their guidance - just FYI).

For whatever reason, a generic size was ordered. My 12k dress was HUGE and also crumpled/wrinkled when I picked it up. I actually cried when I put it on and was visibly distraught. Not sure why, but a non-sales associate from the marketing team took 2 more measurements at the time of pick-up, but again I was literally crying/sweating as she took them - they WERE NOT ACCURATE. I had already paid everything before even picking the dress up unfortunately, and the whole thing was so awkward and the whole team seemed annoyed at this point despite my private reaction so I just took it and got out of there ASAP.

I wanted to know more about what happened though and why a generic size was ordered if Iconic had my other measurements in their possession, so I emailed the designer and asked about what measurements were sent to them. No accusations about the store, simply asking a question about what the measurements were that they received from Iconic Bride. I included the store in the email so we would all be on the same page, since again, the dress was so large that it didn't even look like the same one I tried on the day I said "yes." It also looked like more than just a "few alterations" would be needed, but more of an expensive restructure.

I kid you not, this is the condescending response I received from the Iconic Bride owner, James: "There is no way to properly split size a gown from a 2 or 4 to an 8 without having your body physically in Australia when making the gown." "I am extremely disappointed and quite frankly offended that you did email the designer telling them we did something wrong as we did not." Attaching the whole email, as the entire thing was highly unprofessional AND included measurements that were not even accurate, and 1 from the day of purchase was even made up. There were several other email exchanges where contradictory statements were made by the owner, but I think you get the picture - gaslit/making me feel stupid for asking why my 12k dress was not ordered in the measurements that they had when the designer has the ability to do so.

Pallas finally responded and ultimately put it back on the store to handle the situation with care and continue supporting me through the process to get the fit right, and acknowledged the confusion regarding the order. While James was previously quick to respond in 30 minutes-1 hour/at odd hours to argue with me about how "wrong" I was and how "clear" they were, I have not heard from him again personally since. He agreed to at least attend my fittings, as I requested, but all communication started to come through someone else since the response from Pallas.

I've actually decided to get rid of this dress and be done with...

The selection of dresses is extensive, if, of course, they even allow you to browse freely. Unfortunately, that privilege seems to be granted sparingly. My experience here was an exercise in frustration, a complete departure from what should have been an exciting and celebratory moment. From the start, I was upfront with my stylist about my style preferences. I mentioned a preliminary budget, to which she promptly responded that my taste exceeded it. This would have been fine, had I not immediately clarified that I was entirely flexible and willing to exceed my initial figure for the right gown. That, however, seemed to be lost on her. As I attempted to peruse the selection, I quickly noticed an unsettling dynamic: I wasn’t so much “browsing” as I was being chaperoned, subtly steered toward what my stylist deemed appropriate. The freedom to truly explore, something any discerning bride deserves, was notably absent. I managed to select a few gowns, yet some mysteriously never made it to the fitting room. And before I had even skimmed a fraction of the inventory, I was informed it was time to try on. Now, I’m fully aware the shop’s management will respond to this review with a pre-packaged explanation about fitting room availability, spare me. That is entirely beside the point. Bridal shopping is an experience, one that should never feel rushed, micromanaged, or, worse, controlled. Then came the trying-on process, where things went from frustrating to outright unacceptable. Suddenly, a rotating cast of stylists and staff—none of whom I had been introduced to—began intruding on the fitting area, offering unsolicited opinions and, astonishingly, touching me without permission. My own stylist? Instead of truly listening to my thoughts, she spoke over me, over my guests, over the moment itself. The pressure to commit was palpable, urgency pushed at every turn. “You need to order now.” “The room is full again.” “Try these first.” It was less about helping me find my dress and more about controlling the sale. Each dress I selected was met with immediate pricing commentary, despite my repeated reassurance that budget flexibility was not an issue. The entire appointment felt more transactional than personal, an environment where sales tactics took precedence over service. And as if to punctuate the experience, staff began vacuuming and cleaning around us as we finished. The message was clear: our time was up, and their priorities lay elsewhere. Upon leaving, the owner made an appearance, no doubt to deliver his signature "let me tell you why you're wrong" speech disguised as concern. He inquired about our experience, and we politely but candidly shared our frustration. His response? A masterclass in defensiveness. Rather than truly absorbing the feedback, he defaulted to excuse-making, utterly missing the mark on customer service. And, for those unfamiliar, a quick glance at his responses to other reviews will tell you everything you need to know about the kind of pettiness one can expect when dealing with this establishment. Contrast this with the experience I had just before arriving here one where the stylist understood that this is a moment, not merely a transaction. Where elegance, expertise, and genuine care led to a purchase that exceeded my initial budget by a significant margin—because that’s what true service does. It elevates, it guides, it enhances. It does not corral, pressure, or dictate. And it certainly does not reduce a once-in-a-lifetime experience to a glorified time-share pitch. To the owner, as I know you'll be reading this: A true professional does not need to defend their practices so desperately. Excellence speaks for itself. The fact that you feel the need to argue with dissatisfied customers rather than reflect on their feedback tells me everything I need to know about why this store operates the way it does. Some things cannot be taught—grace, class, and respect among them.

If you’re a bride seeking an experience worthy of the moment, keep searching. You...

I had a disappointing encounter with this bridal company. Here is my story:

On 12/12/2024 I accidentally booked an appointment for 01/17/2025 with this company, when I had intended to book with another company. To explain how I did that on accident: I do not know how, but my phone had a glitch and directed me to Iconic bridal (maybe a phone ad? Not sure how). I did not realize the website changed to a whole different shop. I proceeded with booking an appointment for 01/17/2025. Immediately upon confirmation, I realized the mistake. Within minutes, I emailed Iconic Bridal explaining my mistake and asking to cancel my “accidental” appointment that was over a month out. The appointment was cancelled. However, I also asked why I was still charged $50 when I cancelled within minutes of the mistake made.

It is also important to mention that the company clearly states that they charge a $50 non-refundable fee for cancellations. However, from a customer’s stand point, I thought it would be clear that I did not even intend to make this appointment in the first place and that this situation is different. *I was under the impression I was still on my intended website with another company when submitting my payment information

When requesting my money back, I got an email reiterating what their website says about the non-refundable $50 charge. In my opinion, this seemed shady for the situation at hand and I replied letting them know that I would please like my money back or I will unfortunately have to share my experience here with others to protect them from my same mistake. The company took my right of leaving a review/ sharing my personal experience as a “threat” and threatened to use a lawyer against me if I shared my experience. I was also told the only way I would receive my $50 back was if I signed an NDA stating I would not post a review of my experience or talk about Iconic Bridal. I really did not care to write this review as I was hoping the right thing would be done for the customer, but I do not want this happening to others. I have not been to the store in person, this is just my experience with accidentally booking an appointment...