Casablanca Bridal Flagship — Local services in Newport Beach

I am writing to express my deep disappointment with the experience my daughter has had with her wedding dress purchase from your company. She invested nearly $4,000 in a dress, expecting the quality and service promised, only to encounter significant issues that have caused immense stress as her wedding approaches. After waiting six months for the dress to arrive, my daughter was rushed through her first and only fitting at your store. The staff assisting her seemed unfamiliar with the dress, struggling to properly button the high neckline—a key feature of the design. Unlike her initial try-on before purchasing, she was not given adequate time to fully assess the dress during this fitting and was pressured to take it home. Upon taking the dress to her first alteration appointment, her seamstress immediately noticed that the three buttons securing the neckline were loose and falling off. While this was a minor issue, the far greater concern was that the neckline itself was entirely different from the original design. The top button, which should have been the loosest, was so tight it could not be fastened, rendering the dress unwearable as intended. My daughter and her wedding planner have reached out multiple times to address these issues, but your response has been limited to a single email. This email dismissed any responsibility, claiming the dress may have been altered elsewhere because we did not use your in-house alteration services (quoted at an additional $2,000). For clarity, the dress was transported directly from your store to my daughter’s closet, where it remained untouched until her alteration appointment. Your assumption is baseless and dismissive. This experience has been deeply upsetting, and the lack of direct communication from a representative to reassure or assist my daughter is unacceptable. A wedding dress is a profoundly personal and significant purchase, and your company’s failure to deliver the correct product or provide adequate customer service has caused unnecessary heartache. We strongly urge you to address this matter promptly. We request a resolution, whether that be a replacement dress that matches the original design, a refund, or another fair solution. Additionally, we hope you will review your customer service practices to prevent other brides from enduring similar distress. We are extremely disappointed and will share our experience with others to caution them against similar issues. Please contact us immediately to discuss a resolution. Sincerely, A very upset Mother...

DO NOT BUY YOUR DRESS HERE! I ordered my wedding dress in December and I picked it up in may- the dress i tried on fit amazing! It was perfect and I was so excited to wear it. When I picked it up, the lady didn’t fasten it all of the way and I didn’t think it was a big deal because as far as I could tell, it looked great other than needing alterations done. My dress is EXTREMLY SIMPLE. Upon going to my first alterations with another seamstress, as she was putting it on, ALL BUTTONS FELL OFF. The entire neckline was bowing out in the back, but was also extremely tight on some parts. Aka I can not wear it. I reached out to casablanca as the dress is fully faulty and I was so hopeful they would at least offer alterations to fix the dress that’s BROKEN. They put all of the blame on me and said it must have been my seamstress and that “the dress was perfect when I left” how was I supposed to know the buttons were falling off, as they’re on the back of the dress?? And the neckline doesn’t fit AT ALL. It’s extremely tight and then extremely loose and falling down Alterations are expected! But manipulating and changing the entire dress so it will go on your body is another!! They said they are not helping me in any way which is extremely disappointing as everyone knows wedding dresses are expensive. My wedding is 2 months away and this leaves with me no dress!!! They didn’t offer to look at it in store, offer alterations of any kind, or simply care at ALL. They told me “no other bride has had issues” but I found another girl who had the same dress as me and I reached out to her and she said she had the same EXACT issues. All of the buttons broke and the fit of her dress didn’t work so she had to twist the straps and make it completely different. Please imagine spending thousands on a dress and having to spend another couple thousand FIXING IT! Insane way to handle business, especially for women who already have so much on their plates for wedding planning. For the most exciting part (your dress) to not FIT CORRECTLY and no offer for any help, makes me extremely sad, stressed out, and I hope no one else has to go...

I wanted to thank you to Casablanca deeply, from the bottom of my heart for such an amazing dress shopping experience! We drank champagne and tried on so many dresses... It was honestly one of the best days I have ever had.

I had so much fun trying on the different styles and Narjess the store manager is unbelievably good at what she does!!! She was so incredibly helpful, professional and informed. I've included a picture of the dress we created, because it was a truly collaborative process and I am so happy with it!

I tried on one dress that was super sparkly which I was in love with, but I felt like it was only upscale and formal, but not necessarily bridal. Then I tried on a dress that I absolutely loved the beading and tulle, but didn't love the nude underlining. So Narjess put the sparkly lining underneath the beading that I loved! Then we customized it to have a deeper pluge, less rounded neckline, added a leg slit on the left side and added a corset back. For the finishing touches, she found a veil that matched the beading on my dress and added these gorgeous draped sleeves made of beading that also matched my dress.

I was speechless with how customizable it all was. I am in LOVE with what we created. I honestly didn't expect myself to get so emotional when we figured it out, but I was and it was amazing.

Even the day after, I broke down crying to my husband about how grateful I am for such an incredible and surreal experience I had with Casablanca.

I come from humble beginnings, so growing up we didn't go shopping a lot or put much emphasis on clothes. So to be able to go into the store and try on anything I wanted felt so incredible.... and to be trying on beautiful couture wedding dresses at that!!! Truly one of the best days I've ever had.

Again, thank you to everyone that was a part of this and helped me create my dream dress, I am forever grateful.

With lots of...