Kelly Arvan thought she’d scored a bargain when she spotted a ‘luxurious’ dress on sale for less than half the advertised price.
The mum, from Victoria, purchased the ‘elegant’ maxi dress for $113 – reduced from $252 – after ‘falling in love’ with what she thought was a small Australian business behind an upmarket fashion label.
‘Designed to flatter, this dress enhances your silhouette with its graceful fit and luxurious fabric… Crafted with silky, high-quality materials that feel smooth and comfortable against the skin,’ the description read.
The brand claims to have more than 24,000 ‘happy’ customers, making it reassuring for the unsuspecting shopper that she was buying from a reputable online store.
She didn’t think anything was suspicious until she received a tracking number informing her the parcel was coming from China.
But upon opening the parcel, she knew something wasn’t right.
The dress arrived without any labels, was made from see-through fabric, lacked the yellow lining around the skirt area, the zipper came off far too easily and the sequin beading – glued to a piece of white material – was attached by a single loose thread.
A quick Google search shows the same dress is being sold on multiple Chinese fast fashion retailers for just $21.
‘I am livid. I knew instantly when I opened the parcel I’d been scammed,’ Kelly told Daily Mail.
Kelly Arvan thought she’d scored a bargain when she spotted a ‘luxurious’ dress (right) on sale for just $113. But what arrived left her ‘livid’
‘The dress is made from horrible quality material – honestly, something you wouldn’t even expect from a preschool textiles class. They would’ve done a better job.
‘For me it’s not about the money I spent, it’s about the dishonesty and the intent behind a company that seems to not care about their consumers.’
Kelly contacted the business to let them know that the dress she received was not what was advertised on the website.
According to the Australian Competition and Consumer Commission (ACCC), it’s illegal to sell clothing in Australia without a mandatory care label as it’s required for consumer protection and to provide necessary washing and care instructions.
She sent the retailer pictures showing how different the gown was compared to the pictures she saw online.
However, she was furious when an employee offered her a 35 per cent refund ‘out of goodwill’ – only if she returned the dress to China.
‘I’m not paying shipping for this f***ing serviette back to your warehouse in China that you claim to be made from ‘luxurious’ material,’ Kelly said in a video, which has been viewed more than 1.1million times.
The dress arrived without any labels, was made from see-through fabric, lacked the yellow lining around the skirt area, the zipper came off far too easily and the sequin beading – glued to a piece of white material – was attached by a single loose thread
Kelly was shocked to see the sequin was removable and the zipper ripped off almost instantly when she pulled on it.
‘They’re describing dresses as ‘elegant’, ‘flattering’ and’ high quality’. You can see through all the backing of the dress. I haven’t even tried it on yet. I do not want to put this on my body because I’m that upset,’ she said.
‘This is just disgusting. Grass is better quality than this. I have never been so disappointed in a fashion label for their quality and customer service ever in my life.’
The retailer has refused to resolve the issue, leaving her frustrated about the situation.
‘They stated to me it’s “my expectation and perspective” and mentioned again that I had to ship it back to their warehouse,’ she explained.
‘I emailed them back telling them I’ll be taking it further and reporting them.’
However, the employee’s response made Kelly even more furious.
‘They replied with, “Thank you for your message! If there’s anything else you need from our side in the meantime, please don’t hesitate to reach out. I’m here to help however I can. Wishing you a lovely day ahead!” she explained.
‘It’s so disappointing.’
By sharing her experience, Kelly wanted Aussie shoppers to be vigilant when shopping online
With no other option, the mum has disputed the purchase with her bank and report the business, hoping to receive a full refund.
In Australia, shoppers can request a ‘chargeback’ on their credit card – a reversal of the transaction if the goods received are not as described.
By sharing her experience, Kelly wanted Aussie shoppers to be vigilant when shopping online.
‘I want everyone to do research on a brand before purchasing,’ she said.
‘A website or social media might look promising and aesthetic but it doesn’t mean they are legit or have the consumers’ best intentions.
After sharing her experience on social media, dozens of shoppers came forward saying they’d made the same mistake after purchasing from the retailer.
‘Thousands of other shoppers sharing it’s happened to them with this company gives me confidence that speaking up was the right thing to do,’ Kelly added.
