I’m honestly still in shock over this.

I bought a dress from WINDSOR in the mall FOUR days ago. Today was the first time I actually wore it — I went to Dave & Buster’s, and maybe 30 minutes in… the strap snapped.

Completely broke.

My chest was literally exposed in the middle of the mall. I had to hold my dress up just to cover myself and walk back upstairs to the store.

Embarrassing doesn’t even begin to cover it.

So I go in, thinking at the very least they’d help me out.

The second I walked up, the employee (Kimberly) looked me up and down and just stared at me.

No greeting. No “how can I help you.” Nothing.

I told her, “The strap broke on a dress I just bought here a few days ago.”

She just kept staring at me like I was dumb.

I literally had to say, “Why do you have attitude? Are you going to say something or just stare at me?”

No apology. No concern. No help.

I STILL tried to make it easy — I picked out another dress for an exchange.

Brought it to the front… and they STILL refused to help.

Then Giselle steps in.

I pointed to THEIR OWN RETURN POLICY — the one posted at the register — and I READ IT to her.

It clearly says 30-day returns and/or exchanges for store credit, even without tags.

And she just stood there fumbling over her words. Multiple times. Couldn’t even explain why they weren’t honoring it.

Just excuses.

Their final answer?
“Because you wore it, we can’t do anything.”

So let me get this straight — your dress breaks within 30 minutes of wearing it, in public, leaving me exposed… and you won’t stand behind your product?

Not even a partial discount. Not even an apology.

They still charged me another $60 for a new dress.

I’ve worked in customer service my whole life. I’m not difficult. I walked in calm, respectful, and honestly would’ve been fine with even a small discount considering the situation.

Instead, I was treated like I didn’t matter at all.

This isn’t just bad customer service — this is embarrassing, disrespectful, and unacceptable.

If you value your money, your time, and how you’re treated…

DO NOT SHOP AT WINDSOR (upstairs in the mall). The clothing is cheap…. Looks cute… then you wear it… it’s cheap and will break.

Bad customer service at this location. Refused to go through with the transaction without getting an email address beforehand, but wouldn’t clarify what it would be used for. Later seemed to be to sign up for their rewards program against my will and knowledge. Rushed through the standard explanation of their return policy as it seems like they’d rather not have to deal with returns.

Terrible customer service. I bought a shirt that cost $23 and I took the tag off to try it on but I kept the tag and tried to go return it and they said I couldn’t. I had the tag, the receipt and everything. Terrible custom service and dumb policies. Do not shop here.