Rat & Boa Reviews 924

Agree with last reviewer. Truly appalling customer service - waited 5 days for an email response and the WA never replied. Ordered 2 sizes for my daughter's 18th birthday dress. Went online after 18 days to process a return and it was a point blank no (apparently it is 14 days) - even though the dress has never been worn and it is in original packaging. I will now donate the dress to charity. Their intransigent attitude says a lot about the Company's attitude to consumers and their true philosophy.

No refund or exchange for my item returned on 7th August. I have contacted CS by email, WhatsApp and live chat multiple times over the last month. They occasionally reply every 10 or so days to say they’re refunding me but never actually do and then just go radio silent again. Used to love this brand, have been a loyal customer for 5 years and I’m supposedly a Tier 4 member with “VIP customer support”. Dread to think what the non VIP CS is like.

Love the dresses but the admin side of things is appalling!

Bought a dress which was too big so I exchanged it for a smaller size, this still didn’t fit right and was too loose in some areas so I returned it. The automated email said I would be refunded £0, so I queried this and the customer care team reassured me I would be refunded the correct amount (£227). I’m still waiting for my refund, it’s been 28 days since they confirmed they received the dress back and I still haven’t got my money back.

I’ve sent WhatsApp’s, no reply. I’ve sent Instagram messages and commented on posts, no reply.
I am in an email exchange with the customer care team (they take approx 3 days to answer me each time) and they keep reassuring me I will get my money back when they receive the dresses even though they have received the dresses!
I’ve sent proof but it takes so long for them to reply that we’re not getting anywhere.

If you sent multiple emails they won’t reply to the emails you send but they will send you an email saying that by sending multiple emails it sends you to the back of the queue…

Overall amazing brand with the most unique dresses and designs. I appreciate Rat and boa for always being tall girl friendly. I own multiple pieces and always look forward to a new collection. My only concern and upset is the quality. I recently purchased the Lucia dress for my engagement shoot and while it’s the most stunning dress I’ve ever worn, it had multiple rips in it after only an hour wear. Nothing I can do about it since the fabric is so thin and sheer

Return took 10 days to come back, and by the time the exchange arrived it still didn’t fit. Now I can’t get a refund, can’t get a response, and I’m completely ignored. Feels like a total scam – do they deliberately drag out delivery and push exchanges so they can refuse refunds, then ghost you afterwards?

Awful customer care, awful process. Avoid at all costs.

First and last purchase for sure, what a bad customer experience. I didn’t receive my package (they promise 2 to 3 days delivery), and customer service is unresponsive. The only way to contact them is through a chatbot, which sends the same answer every time. Very poor customer service for a $300 dress.

they pick and choose who to respond to. If you need to return and item for any reason at all- just don’t. So sad how horrible my experience has been with this company for a dress for my wedding. If anyone at rat and boa remotely cares I am still waiting on a response to a return issue with you all.

Had an amazing experience with Rat and Boa via their WhatsApp customer service chat... I had broken the chain on my dress and really didn't want to have to buy a whole new dress (wedding dress i should add!) For the sake of a chain but that is also partly what drew me to the dress. I contacted Rat and Boa amd explained to them that I was getting married in a weeks time and was hoping to purchase the chain only if able... within a couple of days, they'd arranged delivery of a new chain, free of charge for the next day to my address 🥰 literally tge best customer service experience I've had! I dont know if Sophie was the person I was speaking to throughout my dilemma but hers is the only name I can find in the chat... so THANK YOU Sophie and the rest of the team. Xx

I ordered two dresses for my brother-in-law’s wedding, intending to return one depending on which fit better. Unfortunately, neither fit well, and when I tried to initiate a return on August 13, 2025, the website would not allow me to create a return slip. My order form clearly stated that returns would be accepted until August 22, 2025, yet I was unable to process mine.

I have reached out multiple times (email, WhatsApp, live chat, and Instagram), attaching PDFs of the conflicting information, but have not received a response. As an exclusively online company, I truly hope this is an oversight rather than standard practice, as it has left me in a very difficult position — both financially (nearly $1,700 USD) and personally, since I still do not have a dress for the wedding.

I would greatly appreciate it if a member of your team could urgently review my case and assist with processing the return as per your stated policy.

As much as I love the quality of this company’s clothing and would be happy to recommend them to friends and family, the difficulties I’ve experienced with their customer service make it hard to justify ordering again.

I received the dress earlier than expected and fit like a glove. I was nervous the XS would be too small but it was perfect! I didn't have to process any returns, so I can't speak to that- but my personal experience was great. I look forward to purchasing in the future!
(I will say I feel like the sheer dresses should have built in undies).

Dont buy from them, ive tried several times and its just not worth it. Tricky returns, sub quality. Zero customer service. Forget it and find another brand.

Needed dress for my son's wedding. Customer service amazing as I was unsure of size (recently lost weight) I got a Large, returned with no problems. Then Medium but was still unsure... after discussions, they allowed me to order a small to see which size is best. I ended up returning the small & am SO happy with the medium red hibiscus dress. I can't wait to wear it! Thank you R&B

First time buyer. I received a dress and straight away I realise it is faulty as it has a hole. I email the customer service and try to generate a returns label. No reply to either of those. I don't understand why returns labels are not automatic when the return policy is 14 days only. I am definitely not being from them anymore. And waiting too see how my refund process will be.

Disappointing service from a luxury brand. Since my return has been received I have waited 20 days for a return after receiving an email ensuring me I would have it in 4 days. After several emails I as I hadn’t received my money back I was once again reassured I would have my refund in the next 1-2 days. 6 days since this I still have no refund and have not heard back from any contact I have made with the company. Very poor customer service.

Update: upon my review I have been contacted to rectify the issue. I am thankful for Tasimrah’s thorough review and help.

My order number is 294977 - for anyone from rat and boa who remotely cares

This is an e-commerce store and you’re a luxury brand. It’s normal that people need to try on sizes by ordering different ones which is clearly what I did. The fact that there’s no flexibility in allowing people to do that and trying to penalize it and not allowing people’s money back for a duplicative item is just wild.

I ordered two items of the same style and just different size (XS which I ordered earlier and XXS, which is within the return window limit eligible for a cash refund). It just so happened the one I ordered later suited me better, so I decided to return the XS one, which by the time the second one had arrived, it had gone out of the return policy window. It shouldn’t make any difference to rat and boa which one I return, but the team would only return for store credit which is absolutely unreasonable. I am appalled by this behavior - I can obviously return the item I ordered later (the XXS) but the XS wouldn’t suit me, so I’m shocked that the team is making an issue out of nothing for me to either end up with an item that is not suiting me (the XS I ordered earlier) or for me to return something only for store credit, when the XXS is clearly within the limit of a cash refund. I would like to escalate this case to the supervisor have my rights protected. I’m shocked and appalled and extremely disappointed at how the case has been handled - it shows how inflexible they’re and how little they care, would need to be rectified.

I bought the Antheia dress for my 40th birthday. Sadly the parcel was delayed by a month by customs, so I’ve yet to wear it out. I did however try it immediately on, and love it. I’m 5ft 11 and it is the perfect length on me with heels. Something which is very rare! Thank you for make tall friendly dresses. My third purchase from Rat & Boa and I couldn’t be more delighted.

As someone who has followed and championed Rat & Boa journey for quite some time, it's incredibly disheartening to see the current state of their social media presence and overall brand image.

What was once bold, dream like uniqueness, passionately creative and undeniably captivating, has now become dull, unoriginal, and painfully samey. Reminiscent of every other accessible online brand.
The content feels indistinguishable from the masses—lacking edge, identity, or any of the fire that once set them apart. In trying to be accessible and cater to everyone, they've ended up resonating with no one. Losing what was once nothing less than special.

It’s particularly frustrating to watch a brand I’ve loved descend into what feels like a cheapened version of itself—yet still priced as though the magic remains. The disconnect is glaring.

Whoever is currently steering their design, image curation, and social media presence seriously needs their position reconsidered. Imagine diluting Rat & Boa into something that mimics fast fashion high street aesthetics... unfortunately, there’s no need to imagine anymore. It's already occurred.

Genuinely disappointed, in search of a brand offering what Rat & Boa once was.

I ordered a dress for my prom which didn’t fit me right. I paid 260€ for this dress. I tried to send it back but never received a shipping label and the 14 days returns is no longer possible. I’m a 17 year old girl who dosent have a lot of money. I have contacted the team and nobody got back to me. I now cannot afford another dress for my prom which is very upsetting.i will never be ordering from rat and boa again.

I wish i read the comments on trustpilot before ordering. They all sound familiar. I ordered the Navarra dress and it was quite to big for me allthough I always wear the same size. But nevermind, so I contacted the customer service 1 week after receiving the dress to ask whether i could order the dress in a smaller size and keep the one I have until then to decide between the sizes. I did not receive any answer and I waited until the very last day of the return window. No answer - so I went to their website and wanted to create the return label and it stated on the 14th day that I am out of the return window.
I contacted the customer service again. Still no answer. I am left with the feeling of not knowing what is going on and afraid of never getting my money back and being left with a dress that doesn‘t fit me right.
I don‘t ever had such a horrible and miserable customer experience in my whole life. For me this is a no go for an online shop especially at this price tag.
By writing this I really hope they will actually care for their customers.

This is a follow-up to my original review regarding the Anais dress. Unfortunately, the issue remains unresolved — and Rat & Boa’s response has only deepened my disappointment.

I paid $450 for a dress that began shedding paillettes during initial try-ons at home. I contacted the brand within a month of purchase, provided clear photographic evidence, and explained that I had to hand-repair it just to wear it to a major family event. With professional experience in fashion production and retail, I recognized this immediately as a construction flaw — not wear-and-tear.

Instead of accountability, I was met with delays, shifting refund offers (10%, then 15%, then 20%), and repeated insistence that I return the item for inspection — despite the fact that the Anais dress is consistently made without proper lining and with fragile stitchwork. These flaws are inherent to the design and visible in any Anais dress from their own stock. They do not need mine to confirm that.

This isn’t customer care — it’s a policy shield used to deflect responsibility. I later found reviews from other customers who received identical refund offers, regardless of damage — further proving this is not sincere case-by-case service, but a templated deflection disguised as fairness.

I declined the offer because:

I was forced to wear a defective dress due to tight logistics and event timing.

I spent hours hand-repairing it before my brother’s wedding.

The dress now holds emotional value, and I no longer trust Rat & Boa to handle a return or inspection fairly. I have no reason to believe the dress would be either refunded or returned.

They already know how this dress was constructed. That’s the issue.

This was my first experience with the brand — and it will be my last. The lack of transparency, empathy, and ownership in how this was handled speaks volumes.

I’m sharing this to help others make informed decisions before placing their trust in Rat & Boa.