A size 10 woman whose £75 New Year’s Eve dress fell apart on the dancefloor claims she was ‘fat shamed’ by the brand when she complained about the quality of the garment.
Destiny Campbell, 21, from Derby, was out in a club in Liverpool when the sparkly party frock from online retailer Sorelle UK broke, almost exposing her breasts and leaving her thong on show.
The size 10 reveller was forced to leave the packed club and walked back to her hotel ‘almost naked’, with her hands over her chest to protect her modesty.
She claims when she complained to the brand about the size medium dress – which the website says is designed to fit a size 10/12 – and asked for a refund, she was told she should have chosen the ‘size up’.
Sorelle UK claimed that it was not deemed a manufacturing fault the dress had been ‘broken into many pieces’ and photos show the customer ‘very happy’ with her purchase on a night out prior to this occurring.
Destiny Campbell, 21, from Derby, was out in a club in Liverpool when the sparkly party frock from online retailer Sorelle UK broke, almost exposing her breasts and leaving her thong on show. Pictured, Destiny posing in the dress before leaving for the club
The size 10 reveller was forced to leave the packed club and walked back to her hotel ‘almost naked’, with her hands over her chest to protect her modesty
The 21-year-old said she had to rush home after the dress broke and exposed her breasts and body in a busy club. She shared screenshots of her conversation with a temporary Sorelle rep who was minding the brand’s customer service
Destiny said: ‘We went to the club and within an hour and a half my friend told me to look down and my boob was falling out of the dress. I was trying to hold the bottom bit so my boobs weren’t coming out.
‘All of a sudden the bottom skirt part came apart. Everything separated, I’m not exaggerating.
‘My friend left the club with me and I was walking home basically naked, holding my boobs with my thong and bum hanging out.
‘Men were approaching me and trying to touch me. I was in a strange city and I was vulnerable. It was awful, everyone would have seen. It was embarrassing and I felt humiliated.’
Screenshots of messages exchanged between Destiny and Sorelle UK show the company state they don’t accept returns for worn items.
The messages read: ‘This is a rhinestone dress that needs to be handled with care and it also needs to be a loose fit as per the pictures of all the models on our website, we would have suggested to choose the size up.
Before disaster struck, Sorelle was seen enjoying herself in the dress, which she bought in November and had been waiting patiently to wear for the special night
Pictured: a model wearing the metallic dress before it was taken down from Sorelle UK’s website
A friend of Destiny accompanied her home and took a snap of the dress, which had split into three parts
‘It also doesn’t just rip like that in so many pieces as it’s not like that in the other photos.
‘Unfortunately, this looks like it has been heavily handled with [sic] and we are unable to fix this.’
Destiny told the company: ‘Are you taking the p***? Do I look like a fat person? Oh my God. […] You have basically just called me fat which is so wrong.
‘The dress broke apart from me trying to hold it all together as I was frantically running home so people would not see me naked.
‘You as the supplier have a duty to make sure your dresses are constructed properly and with care. I am not an idiot and I know how to look after a delicate dress so do not insult me.
When Destiny accused Sorelle of calling her fat, they explained the dress needed to be worn loose, but Destiny stood her ground
‘If you are not willing to give me a full refund I will be taking this to court immediately and going through my bank to claim my money back.
‘I will also be making the public aware of the incident and that people are not to buy from you again.
‘Do not insult me by saying I’ve handled it heavily handed when I simply went to a club. You should be able to go to a club and dance normally or whatever and a dress not break on you? This is ridiculous.’
Sorelle UK replied: ‘We never said or implied you was fat. You ordered a size M as we don’t do a large in this dress. It looks like the dress ripped on one side only.
‘The dress looked great on you and we will stop manufacturing this dress because of this accident.”
After several more messages, and Destiny sharing her experience on social media, the retailer eventually agreed to process a full refund.
Destiny said: ‘If it’s so bad that you’re going to stop manufacturing then why are you not able to send a refund? I never asked for you to stop making the dress I asked for a refund.
‘You are breaching the customer rights act. Under the consumer act which protects my rights I am entitled to a refund as you have sent a faulty item that isn’t fit for purpose.’
Destiny said her evening was ruined when the dress fell apart, and pushed for a refund when the brand said she would be getting her money back
The savvy 21-year-old looked up her consumer rights and told the representative the dress was not ‘fit for purpose’
Eventually, the brand apologised again after actioning Destiny’s refund following the heated discussion.
Destiny said: ‘Are they trying to say I’m fat? They don’t know what weight issues or mental health issues I have. It’s not nice.
‘I’ve put on weight since I was 18 but I’m not fat. I felt like they were saying I shouldn’t be wearing their stuff.
‘They don’t even sell a bigger size and the website doesn’t recommend sizing up. I bought a medium and I am a medium. It’s so unfair. The dress wasn’t too small. I wouldn’t spend that much on a dress and get the wrong size.
The brand offered to stop manufacturing the dress, but Destiny said she just wanted a refund, which they eventually granted her
‘I bought the dress a month before so if it was too small, I had time to change it. They’re just making excuses. I’ve shopped at Sorelle before and it’s always been fine.
‘They said they’d take it off the website but I just wanted a refund and I don’t want this to happen to another girl.’
A Sorelle UK spokesman said: ‘We advised the customer as per all companies should that we would suggest getting a size up in this dress style as it is supposed to droop at the back as it has a cowl back like the models and all our customer photos which are tagged on Instagram.
‘Unfortunately, we only go up to a size medium in this style of dress as it is very small sizing and that is all our supplier makes.
‘The customer was obviously very happy with her purchase of the dress to receive it, take photos and wear it on NYE with no faults.
‘A manufacturing fault would have been a rip up the seam but the dress was then pulled and broken into many pieces so this is not deemed as a manufacturing fault.
‘However, we did provide the customer a full refund when this was escalated to a manager, the first few responses was a temporary customer service agent due to Covid-19 and apologised for any misunderstanding, we have also discontinued this dress due to this.’
Source: Daily Mail UK