roseandalbert.co.uk Avis 

I have never experienced such an incident in my life and I pretty much shop online daily! I was unfortunate enough to come across this store when searching for a bridesmaid dress for my 1.5year old daughter. As a full-time working mum, I hardly get a chance to go to the shops to purchase clothes, so I decided to purchase several dresses from several different shops online as I was indecisive about what I wanted for my daughter. Also, as is the case with online shopping, sometimes when items arrive you dislike the fabric, colour, size isn’t right etc so in the interest of time, I ordered 2 dresses from Rose & Albert in particular, with the intention of returning the one I didn’t like.

When both dresses arrived, I immediately put one straight back into the polythene bag it arrived in as I didn’t like the colour. The second one which I really liked, was unfortunately too big. Just by putting it against my daughter, I could tell so there was no need for her to try it. I also put that immediately back in its packaging and in the polythene mailing bag it came in. Both dresses came in one package, packed/folded as compact as they could be! I returned the parcel (paid around £8 for postage) within 7 days.

A few days later (I didn’t see this as it landed in my spam folder), I had received an email refusing to refund my money. Reason given - both dresses have lost their ‘crispness’ and one smells of detergent so means both have been worn/used, thus I’m not entitled to refund! I immediately called customer services and spoke to a condescending and equally unhelpful lady called Kate, who refused to listen to me, talked over me and then accused me of being agressive when I was just simply voicing my frustration at being robbed of my hard-earned money. I didn’t once raise my voice at her but yet she refused to let me speak or even consider what I had to say.
I sent a formal complaint via email to be told the same thing.

I’ve always been one to support small businesses but never again! Rose & Albert will look to keep your money at any given opportunity. They claim that items have been used even with labels attached and in original packaging. The polythene mailing bag the dresses came in folded, shows they don’t care for the condition they arrive in but as soon as the items are sent back they claim the loss of ‘crispness’ and smell of detergent means the items have been worn. Every child is different and in my case my daughter does have sensitive skin so we avoid using detergents when washing her clothes so that claim is baseless. Also why would one dress be washed and not the other if both have been “worn”. Also has anyone seen labels go through a wash and still be intact?

There isn’t a formal complaint process, they don’t have anyone to escalate the complaint to so you will just lose your money if you decide to return anything of value. Unfortunately there’s nothing to protect you in scenarios such as this. I was unable to get a refund via PayPal as they don’t cover disputes for items that were simply returned for good reason! So I’m at a loss of approximately £259 all because of my indecisiveness and a business that operates without integrity!

There’s plenty of business and big retailers that offer beautiful bridesmaids dresses for children that you can purchase and return without issues, so please avoid this business at all costs.. Avoid, avoid, avoid!

Adding a note following Kate’s response.

Paypal refused my dispute as THEIR rules state they only issue refunds to items that weren’t as described OR different from what was ordered OR faulty. I have evidence of their response also. My only fault is that I didn’t take photos of the items before returning so I have evidence of the condition they arrived in and were sent back in.

I can place another order under a different name and address and prove to you that these dresses don’t arrive in a white box as you claim - again complete lies. But I don’t want to risk my money being stolen again. Also the labels weren’t bent or ripped through as described - again lies. Even if they were, that’s not evidence of being used. I’m so appalled by the blatant lies and accusatory remarks from a small business where customer care should be the focus of their business.
P.S. I never received the items back from these thieves so I can give to charity for another little girl to wear.

Beautiful clothes.
Came quickly, with good communication and packed beautifully.
Would defo buy from these again.

Every order I have received from Rose and Albert has been stunning. The most beautiful high quality clothes and super prompt delivery every time. Highly recommend

First time buying from this company and was more than pleased with the service and product
Would definately recommend this baby boutique💖 first class

Amazing customer service! I ordered 10am on a Friday and the order was here 24hrs later. Unreal x

Gorgeous clothes, amazing quality. Sale prices are unreal! Highly recommend.

Excellant quality product and speedy delivery.

This is the first time I have used this site. I ordered a dress which was preorder only. Rose and Albert were quick to reply to say they had received my order. The dress took quite some time to arrive and was here just in time for Christmas. When the dress arrived it had a slight mark on it but as it was days to Christmas I had to let it go. The dress is very cute and is lovely quality but the bow does not sit properly on the waistline. It has annoyed me all day as every time I looked at my daughter the sash and bow was under the waistline. I tried tying it in different ways as it annoyed me so much but it never stayed in position. The dress could be lovely but the bow needs adjusting to make it sit properly.

Came across this site by accident, but I’m so glad as now after many years of waiting,
we finally have a Grandaughter & she is just going to look stunning with her new clothes, now having found Rose & Albert it will be my go to place for our beautiful babe. It was packaged nicely & the clothes themselves were just beautiful, exactly the way I’ve always dreamed of dressing a wee girl.

A wonderfully run children's boutique.
Always top quality items, super friendly staff and brilliant dispatch and delivery times.

Thank you for being so reliable!

Easy to order and arrived very quickly. Brilliant at communication x

We love using this little business. They have the most gorgeous children's clothing.
The customer service is great and would highly recommend.
Thank you R&A

Placed an order for incorrect size, and also wanted to add some socks to the order, this was easily amended and sorted promptly before dispatch, items came in less than 48 hours of ordering, excellent customer service

Always stunning clothes, have loved every item and order I’ve done. Thankyou x

Always the best service and the best clothes for my little girl! We got her first Christmas outfits from R&A and I can’t wait for her to wear them

2 BEAUTIFUL dresses received for my 2 girls for Christmas. I can’t wait to dress them! Quality is amazing and the delivery was fine too!

Lovely clothing,lovely friendly staff,collection orders have always been ready the next day which proves the hard work that goes on behind the scenes😍

Always the most beautiful items with a huge variety to choose from. Kate went above and beyond to ensure I received my order on time even in the midst of the Black Friday madness! Thank you so much!

Perfect customer service, with a personal touch always! Great quality clothing, packaged so beautifully on delivery. I love shopping here and have done since my son was born!

So much thought goes into everything, even down to the packaging and presentation! Great service.