I recently placed an order for nearly $1,000 with this store for multiple dresses. For one of the items, I followed the size chart because I was unsure of the sizing. Based on their guide, I ordered an XS; however, when the dress arrived, it did not fit at all, which suggests that the sizing chart provided on their website is not accurate. I received the package on Wednesday and contacted them the very next day by both text and email to request an exchange. Despite reaching out promptly, I was informed two days later that I was outside the return/exchange window, which is simply not correct. I was then asked to return the item at my own expense, even though I relied on their sizing recommendations when placing the order. After they received the return, I was told that I would also need to pay again for shipping the replacement item. At that point, after already spending close to $1,000 and covering return shipping for something I consider it wasn't my fault, I requested if the $20 shipping fee could be waived as a one-time courtesy. Unfortunately, instead of receiving a reasonable accommodation and understanding from this seller, I was told that free shipping would only apply if I spent an additional $250. This response was disappointing and felt dismissive given the circumstances. This experience has been disappointing. A small gesture, such as waiving a $20 fee, could have gone a long way in maintaining customer satisfaction and loyalty. I had just spent close to $1.000 on this store but they were not willing to spend $20 on me as a one time gesture for a client. As it stands, I will not be returning as a customer, and I will be sharing my experience with others. I didn't feel valued or appreciated so I am not returning. read more

I've been a loyal customer of Marla's Fashions for around 4 years. In August 2023, my experience took a disappointing turn. If I could give the store 0 stars, I would. My sister's wedding is approaching, and I visited Marla's Fashions in early June 2023 to find a dress. I found a dress in a size 6 that was slightly too tight. I ordered sizes 8 and 10 in the dress. After 2 weeks, the 8 and 10 came and fit worse than the 6. We later learn the size 6-floor model was stretched out and the sales associates did not inform of us this at our initial point of purchase. Still liking the dress and with time to spare before the wedding, I ordered sizes 12 and 14 in July. The size 12 fit decently with alterations needed (tightening straps and making the zipper fall half a centimeter lower). I paid for alterations and they were supposed to be ready by early August. The company told us we should use their in-house seamstress as they are more familiar with the dresses. We trusted them. When I received the altered dress (in mid-August), it fit worse than before due to poor alterations (see pictures attached). The seamstress lowered the zipper so much so that it looked like there was a gaping hole in the dress, the elasticity was removed and the straps were not tightened. The manager was unhelpful, blaming us for not managing time well. The manager said that most people need 2nd, 3rd, or 4th alterations... but if your seamstress was good, this would not have to be the case. As we did not pay for the dress to look this way and because the seamstress removed so much material that the dress was unwearable and unfixable, we asked for a refund. We even offered to buy a different dress of theirs in the store that day or pay to ship in a new size 12 to have it altered elsewhere (contingent upon a refund). Both options were denied. The manager stated that it is their policy that refunds cannot be issued (note: their website says absolutely nothing about refunds being issued if the seamstress botches the job). The manager remained rude and uncooperative. The manager took a break mid-conversation and later refused to continue the discussion claiming she has other, more important things to do. The bookkeeper was equally rude, emphasizing the (non-existent) store policy. Feeling mistreated, we left the store empty-handed, without a refund, and found a dress at Esti Boutique on Avenue Road. Esti's customer service is phenomenal, the dress selection is gorgeous and the atmosphere is stunning as well. I could not speak of them more highly. Marla's, on the other hand? Well after this experience, I won't support Marla's Fashions due to their poor treatment of customers. And if you want to pay for a butchered dress with a premium price tag, go to Marla's. read more

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I prevously bought 3 prom dresses and a gr8 grad dress from Marlas. My 4th daughter and I drove 90 minutes (return) this morning to find a prom dress. We left without trying on a SINGLE dress! There were no prom dresses larger than a size 6 - NONE! Talk about a traumatizing experience for a teen girl. She doesn't even want to look at prom dresses now. I cannot believe, after speaking with 3 different associates about "is there a particular style we should look at?", "do you have nothing larger than a size 6?" to two different associates, we walked, stunned, out of the shop. I cannot believe that in February, with 3-4 months before Prom, that Marlas has NO prom dresses for any girl who is larger than a size 6. What is this? If it's a super small size-only store, it should be advertised as such; it would have saved us a 90-minute drive and not broken my daughter's heart. So so disappointed. read more

I am extremely disappointed! I ordered my dress brand new and it came in damaged (There was a quarter size hole on the bum). On top of this the dress was $430. I went in to go get some alterations done, more specifically, the straps shortened, the waist taken in, and the bottom hemmed. They wanted to charge me $300 (that is almost as much as the dress). there was 6 straps and they wanted to charge $20 a strap. this pricing is very unreasonable!!!! read more

They offer no refund, they try and force you into purchasing from their store! When you are a mother this tactic is bulling! I already don't feel comfortable in the store and to be forced to purchase from their store when the relationship is sullied is a no go! A in store credit is not ok! read more

DO NOT ORDER FROM MARLA'S FASHIONS!!!!!!!!!!They are a rip off. I ordered a dress on line and it came and didn't fit, I wanted to exchange it and they wouldn't. I am now stuck with a $700.00 dress that doesn't fit. I offered to drive it back and I live more than an hour away and exchange it for my size and they wouldn't. Wish I would have read all of the reviews as they are all bad with terrible customer service and they were all right. I am going to complain to the Better Business bureau. Do yourself a favor and do not order anything from this store. read more

One star for what is a very awful experience. After going to a few stores found a beautiful dress at Marlas for my daughters prom. Quality dresses are not inexpensive but prom only comes once and I wanted my daughter (who has never had a nice dress) to have one. Marla's does alterations in house, took my daughters measurements and over $200 for alterations. I don't live nearby and had to come back 3 times to have my daughter try on the dress after alterations were supposed to be done - each time we arrived nothing was done to the dress and the original pins marking the spots for where alterations should be done were still in place. They kept saying, don't worry come back and we'll fix it correctly but prom day was coming fast so we took the dress to a local seamstress who altered it for us within a few days and got it right the first time. Marla's refused to provide a refund for the alterations which were not done - they referenced "store policy" as being the reason that the maximum they would refund was $50. They are fine with charging you for a service they say they will provide but not fine with reimbursing you when the service is not done. Basically no matter how badly they mess up and don't provide you with what you paid for and they promised to provide they would not reimburse you. I paid for alterations twice (with Marla's who did nothing and still took my money as well as second time with a seamstress who got it right the first time) and despite escalating this within Marla's they would not budge on their maximum refund for work that wasn't done. Shame on them for their awful business practice - they have beautiful dresses but are bar none the worst when it comes to alterations. If you find a dress you like in this store take your business elsewhere for alterations. Very disappointed with this business - they've been in business since 1983... you think they would run their business honorably. read more

Bought my daughter prom dress here and Marla recommended a trailer just around the corner to adjust the fitting. While Marla's prices seemed on the lower end of the overpriced event dress market, the extremely expensive tailoring meant that the store did not really deliver on the value we had hoped as other seemingly more expensive dress shops included fitting. Further more the shoulder strap on the dress broke in the car on the way to the prom. Disappointing experience overall. read more

Very disappointed with the customer service provided - AFTER purchase was made. Ordered the dress online using the item number and size provided from the dress that was tried on, but received the dress in a different color and much bigger size! Was hoping for some kind of credit or compensation as $85+ extra was need to alter the dress due to their error - but they are not willing to do anything. Very upset and my daughter is heartbroken as this is her graduation dress. read more

Had a really good experience in store. However when I noticed an issue on my shipping address I called and the customer service was awful. I was not assigning blame just wanted help to correct it. I received zero help!!! Was told the error in address was my fault and that I needed to contact Canada Post myself. Which I have no issue with. The issue is lack of professionalism and the lack of actual help. You need to do better. Because of this I will not purchase anything from this store again. read more

This is one of THOSE stores, ladies. You know the ones. They're full of mostly, very shiny dresses. They have big ugly red-and-white 50% OFF sale signs in the window, 100% of the time. They dresses all were probably made by the same three companies, and probably get ordered out of a very thick catalogue. Most of the dresses have seed pearls and glitter on them. Most of the dresses they have are size 12-18. A lot of the dresses come with the classic M-O-B Bolero Jacket. Which also has seed pears and glitter on it. Whatever, it works, they were doing a ROARING business in said dresses. But this one is different!! In addition to all of the above, the buyer has actually managed to get a number of tasteful, gently adorned - or not adorned at all - simple gowns in pleasing fabrics. There are a few classic silhouettes, and some more modern shapes, and most of the dresses come in at least 4-5 different colours. I went in to pretty much every ladies store in Square One today, looking for a gown to wear to a black tie new years eve wedding in six weeks. I kicked off the day by falling in love with this ridiculous cobalt blue cutout gown, that in addition to being $525, was tremendous, and machine washable jersey. It was also walking sex, and completely inappropriate - and a very poor cost-per-wear investment. Everything else that I saw did nothing for me at all, for five-hundred dollars, or fifteen. Everything is short. If you want more that one or two options per store, I guess you have to go to a GOWN STORE or whatever. I don't know!! My prom was 10 years ago!! After trying everywhere else, I decided to venture into one of "THESE" places. Marla's was the third one I tried and they had most of the gowns at under $200, and the simpler ones were marked down usually to $150 or below. They were very friendly and helped me gather up all the youthful things they had in my size, and when we hit on a style that was good, they brought me all the colours they had in. I wound up with a very striking and simple, royal purple, one-shoulder chiffon gown for less that $150 that I'm actually incredibly excited to wear. Too bad they didn't have it in cobalt. Then it would have been a 5 star review. read more

They have pretty dresses. That is the only nice thing i can say. Customer service is awful. Sales staff don't know much about dresses, one tried to STEAM out an obvious excess of fabric. Note you cannot steam away fabric - needs alterations. I ordered a dress online, using the online chat I was assured it would arrive on time. I was not certain so I went in store. They could not guarantee it would arrive in time so I selected another. The sales associate called the 'sales manager' or whoever. I didn't speak to the person, at this point I'm not even sure there was a person. I was assured the address would arrive by a certain day. Due to the timing of my event and the need for alterations there was no room for error. I asked several times if they were sure, and was told 100% it would arrive on that date. I ordered the dress. At no time do they tell me it is nonrefundable - i find that out later, after leaving the store via email. Dress did not arrive the day of. They call me the next morning to say it is in and they can have it altered same day. I go to the store and no dress. I am assured by everyone the dress is coming that day and their seamstress will work 'all night' to get it ready on time. Seeing as how I am out of options as the deadline for my function is less than 48 hours away I return to the shop that afternoon when I am again called and notified that my dress is ready and I am told to drive to mississauga where their seamstress is waiting for me at 6pm to do the alterations. COMPLETE AND UTTER LIE. No one was waiting, they gave me a number - I have no idea who I was trying to call but no one answered. And no, I didnt get the number wrong I took a picture of the chats between the store and the supposed seamstress. Drove around and wasted precious time as no seamstress ever contacted me. I waited for 2 hours. Stuck with a dress I cannot return, and could not wear to my function as there I needed to have it ready for 10 am the next day. BUYER BEWARE. They will lie about pretty much anything and everything to make the sale. DO NOT ORDER ANY DRESS IN STORE - they have clause that says it is nonrefundable no matter what. IF you order online you can return it but they will charge a 'restocking fee'. It isn't worth the hassle. Go to a shop where you can actually try on what you are buying (they dont have all the dresses in store but will show you 'similar' options. Similar is not the same and it may not fit anything like what you tried on). Go somewhere that values your business and wants your repeat business - Marla's isn't one of those places. read more

Out of all of the prom dress stores that I looked at, this one was my favourite. The staff was so friendly and seemed like genuine people who really wanted to help me find the perfect dress! They offer a range of styles and prices, 10/10, have already recommended friends! read more

Terrible! Avoid! Especially if you are buying online. My credit card was charged immediately, but they didn't actually have the dress I ordered in my size, as it turned out. When I noticed the order had not shipped several days after the date I was told it would, it took several attempts/days before I actually made contact with customer service. I was told the dress was not in my size, but they could send a size larger and would work with me in my area if it needed alterations, or if I just wanted to return for a full refund. I agreed to give it a try. Mistake. My event was getting dangerously close, and I was sent a bogus UPS tracking number. Ugh! Took several attempts/days AGAIN to speak with someone. Finally it was shipped two day delivery. The dress was huge, and even though I searched the next day, was unable to find someone who could alter in time, so while arranging a return, I was informed that since I agreed to the larger dress, and they had to ship it two day service, they would not wave the restock fee. WHAT? Soo, I not only had to pay return shipping, but also 10% of the dress cost to return it. Still have not received the money back on the CC. Huge fiasco! Should not be be in business. Most reputable places do not charge your credit card until they actually SHIP your product, and inform you immediately if they are unable to fill your order. Buyer Beware! read more

WORST SERVICE EVER!! I lived 3 hours away from Marla's in square one, and I had brought my bridal party into the store searching for their dresses and also mine for my engagement/bridal party. We purchased 6 dresses in total, all dresses being $500 + mine $1000. The workers didn't seem to care that we were purchasing, didn't help, were never around to the point that we had to change every time and leave the change room to search for a different size AND made false promises. I left my dress there for the semesters to fix due to many of the beads and diamonds almost falling off and they told me it would be done in a few weeks and they would call me. I called a week later spoke to "assistant manager" and told her my family member died and that my wedding has been postponed and all of my family will be leaving the country for a while and going back to our country. She seemed sincere and told me take all the time i need and wished me the best. Two weeks later they called and left a message to my voicemail since my phone wasn't on, saying my dress is waiting to get picked up. I called back and spoke with someone and said they weren't sure about my dress and that I need to talk with the manager.. I called back I needing to speak with the manager several times and apparently she was alwaysssss on vacation over 7 times over 12 months. Not to mention the woman i was speaking with barely knew english and was completely rude with no manners. FINALLY after 12 months my fiancé drove me out there 3 hour drive!!!!! LUCKILY the "manager" was there. She was disgusting COMPLETELY disgusting. I told her the situation and after telling her we left due to a family member died, she honestly said "ok get to the point"... no sympathy no sincerity NOTHING!.. after "getting to the point" she told me my dress was given away as donation. My fiancé lost it and then magically my dress came out from the back room. She told me i was ridiculous and that this gown wasn't even made for any sort of bridal event.. completely disgusting. My bridal party tried to get refunded at the time, due to the event being cancelled and they wouldn't do anything for them, not even store credit. Poor manners, poor education, poor customer service skills and poor human skills PERIOD! read more

LOVE this store! My wedding was fast approaching and I still had not found anything that I or my girls liked. Everywhere I had been prior did not take me seriously. They just told me it was not possible to order dresses in time or they did not have anything that was in my budget, and these were actual bridal boutiques! I had been searching for 4 red dresses for weeks with no luck, until I stumbled upon Marla's! They have a HUGE selection of gowns from super glamorous to simple and sweet. I was like a kid in a candy shop; I had so much to choose from! The girls who work at Marla's are amazing. They went beyond my expectations to make me happy. I was able to actually book an appointment with a bridal consultant who helped my girls and I, one-on-one to find the perfect dress. It was like we had our own personal stylist. It was better service than when I bought my wedding gown. She showed us numerous options she was able to order in two weeks, and they were all on sale! They even have an in-house seamstress who was able to alter the dresses, which saved me the extra headache of having to find my own. Marla's helped to make my wedding day perfect and my girls look beautiful! read more

They are frickin awesome here. Honestly the nicest ladies ever. I loved how you could pick out your own dresses and try them on yourself, no appointment needed (i know how annoying that is). The prices are actually great and vary from super cheap to super expensive, which is great. The dress-altering was super quick and the lady was so nice. Awesome service and price!! read more

Meh, I wish I could say we had a better experience here. Being with amazing friends was about the only thing that redeemed the shopping trip. We came here today for brides maids dresses. The dresses were nice enough; not great quality but also not expensive. The" sales associate" , and I'm using the term loosely here, seemed almost annoyed that customers had shown up to bother her. She kept walking off and we could never find her when we needed something or had a question and didn't seem at all interested in selling a butt load of dresses. We did manage to find a dress style we all like which the store can order in a variety of colours and sizes. They will also do alterations for a very reasonable price. Unfortunately we were told that it takes 3-4 MONTHS(!!!) for ordered dresses to come in and if you don't like what comes in... tough luck, its all prepaid. It should also be noted that the sizes run extremely small here. I had to go up 3 sizes from the dress I was wearing when I came in. This really isnt a terrible store if you're just looking for something cheap and cheerful and are able to shop without help from staff. read more

We ordered a prom dress, and the service that the supervisor provided was blah, except for this Asian girl who works in the store (she has long hair), she was very nice to us, but the supervisor is a thumbs down. She just wanted to make a sale, and promising to deliver the dress, but that's all promises. She shouldn't tell customers lies just so they would order a dress. The dresses are very expensive, so I would NOT RECOMMEND the store to anyone else. read more

worst store ever they sell sample dresses at a high cost that are dirty and the material with catches and tears