Luxe & Lace Bridal Boutique — Local services in New York

I have waited to write a review hoping to give luxe and lace the time to deliver on the product that I paid for. Unfortunately for me my wedding is today, and I do not have the dress that I purchased in June of 2024. First off, I purchased my dress at their previous Little Falls location. Right after I purchased the dress I was skeptical about my purchase because no date of pickup was talked about and I realize I may have been swept up in the moment with this purchase. Also payment was only taken via Zelle this should have been my first red flag. I contacted the business immediately and it only took a day or two to hear back from them, since the designer of my dress was not that crazy and I could have ordered the exact dress online to be delivered in a few days that I would have my dress in 6 weeks. Well 6 weeks came and went and I have no dress and due to current circumstances outside of wedding planning I did not have the time to keep checking in on where it was expecting the business to be able to deliver on what was discussed. A few months later while driving by their shop I was shocked when I look over and the location I purchased my dress from is closed. That should have been another red flag for me. With no communication about this closure and where I will eventually get my dress I email them in December to no response. Again due to a busy schedule I could not continually keep contacting them to see what is going on. I try calling Dina whom I spoke to months ago and get a message that she is out of the country and she will contact me when she returns. I did not receive that communication. In February I text Dina to see if there is an update for my dress because now it is the month stated on my contract of when I will receive my dress. She says I can either pick up in Brooklyn or get the dress delivered, since I did not originally purchase my dress in Brooklyn nor do I have the time to take that trip I asked for it to be delivered. She said two weeks from February 14,2025 I would have my dress. Well that time came and went and with continuos phone calls and messages I got completely ignored. Now it is March and my wedding is two months away leaving very little time for alterations which I would need because since I purchased the dress I am no longer that size. Since this time my calls and messages have still been ignored. Until one day at the end of March a friend recommends I use their phone so I try because what is the harm. To my surprise they answer the phone, I speak with them and they say since they are not at the shop they have no information. Turns out I am speaking to Dina and she says has not received any correspondence from me but that is untrue I messaged plenty of times to the same number I was receiving communication until February and has not answered my calls. She tells me when she gets in that I will know asap I tell her I need to know by the next day since at that point my wedding is in six weeks. Here I am the DAY of my wedding still no dress from this shop and no communication at this point that my money will be returned. I tried and gave them as much time to deliver or even inform me on what is going on with the dress. Please be aware that I am not the first bride to go through this and the ongoing stress on top of many other factors of my wedding this was the cherry on top. I trusted a business to do the bare minimum and deliver on the product I paid for and I am naive for that, I should have listened to the previous reviews. There were red flags that I ignored hoping that my situation would be different but mine turned out to be worse. Where other brides still received their dress with weeks before I have no dress at all and had to purchase on elsewhere. I may not have purchased the most expensive dress from them but $900 is not nothing and if that played a part in how I was treated they should be ashamed. I have worked in the wedding industry for 10 years and I cannot imagine putting a bride through what they are doing. So please listen to the...

Avoid! If you don’t want any extra stress on your wedding day do not get your dress here. I unfortunately had a very poor experience with Dina & her store. I went here because I wanted a second look for my wedding. My first dress was a big dress from Kleinfeld and I wanted a lighter dress for my reception. I ordered my dress from here 8-9 months before my wedding and payed for a rush fee $225 for it to come in April (my wedding is in June). First of all, you have to pay full dress payment up front. And then, you get ZERO tracking or information on the whereabouts about your dress. I finally started to reach out to Dina first week in April regarding when the dress was coming in. (No answer). You’d think after giving thousands up front you’d be updated by the store themselves… I reached out again in 2 weeks now towards the end of April (received an answer that she’ll reach out and find out). Reached out again last week of April. (No response) reached out in May asking where it was because it was supposed to be April and now it’s May. Now I’m seriously panicking! Received a response finally of her not having a chance to reach out but will reach out now… (I seriously couldn’t believe this response) I should’ve been priority for a wedding 4 weeks away! Long story short my dress FINALLY came May 16th. TWO weeks before my wedding. I immediately rushed to the store to her unpleasant associate. My mom and I had verbatim asked “how can we make this right. If I was the owner the right thing in my opinion is to drop the $225 rush fee (because it clearly did not come in April as stated on contract) or to at least cover alterations or BOTH”. The last thing we wanted to do was to leave a poor review on a local business! Got the answer of “we don’t do that sorry”. Didn’t even bother to call the owner, nothing. But truthfully Dina should’ve already instructed her assistant to make sure alterations and/ or rush fee was already covered. All I can say is thank god that my good friend’s family owns a dry cleaners and they were able to get me to see the seamstress ASAP. The seamstress couldn’t even believe she had a week for alterations! My dress was finally done May 30th. 3 days before my wedding! At this time this is not what a bride should be worried about!!!! Dina has no remorse and no customer service. She never apologized, avoided me like the plague. She ignores customers when she has no dress or answers to give. Just be honest, things happen, things get backed up. However, absolutely nothing is worse than being left in the dark. I wish I read these reviews sooner because it looks like so many have had the...

I was very disappointed with the service at Luxe and Lace.

On the positive side, my dress order was correct and it arrived with enough time for my alterations. My dress was beautiful.

However, this experience was not ideal for several reasons which I list below.

First, we (my 2 friends, myself, and my mom) felt that the staff were quite rude and disinterested during the initial appointment. I had been shopping in other stores prior to this, and I was surprised with the lack of care for the bride and rather just interest in the financial aspect. Dina often cut my mother off mid-sentence in order to “make a point” about the gowns I was trying on during the appointment, sales pitches if you will.

I was quoted 2k for the matching veil at the time of my initial appointment. After the appointment, I had called Dina several times to figure out the style because I wanted to do some research on my options before committing to a purchase (which I would’ve done at Luxe and Lace, by the way). Each time, she made an excuse as to why she could not give me the style number (computer down, out of store, busy, etc). To that end, I found a new Demetrios retailer, who not only found me the same veil, but also made a custom order OF THE SAME VEIL for $600. That should say enough. And, that is the retailer who also received my business for alterations. They went above and beyond for me, not Luxe and Lace.

I was informed by the second retailer I mention above that Luxe and Lace did not order the dress to my height, which is typical to do for a Demetrios gown. This resulted in extra alterations, extra $.

Lastly, other bridal stores typically send you an email when your dress ships, etc. This is not the case at Luxe and Lace and I was often given the disinterested attitude when I called about the whereabouts of my dress in the final months leading up to my wedding. Same thing for the necklace I ordered (which arrived a month after the promised time and was totally overpriced, I ended up selling it).

Do your research on Demetrios retailers before making an appt at...