I went to DB Stratford in October with my mum and 2 BM's. We arrived onetime for our appointment and were told to go upstairs and look at dresses. 10 minutes passed and we had looked at all the dresses and were just standing around in the middle of the floor waiting to be called. 2 members of staff walked straight passed us and went to an older bridal party who were standing around asking if they were ok or needed any help-- they had already been seen. So annoying so I went downstairs to ask what's happening with our appointment. We were then finally called. Israel looked after us very well and honestly if it wasn't for her I would absolutely hate this store. I wouldn't recommend bringing more than 3 people on a Saturday because it is busy. The set up is nice and still became a nice experience. She helped me try on about 6 dresses and gave me a wild card dress which I loved- and ended up buying. She worked out what I would like by talking to me and getting feedback on each dress from both myself and my party- really amazing skill! I couldn't decide between 2 dresses the manager came over and tried to sell me both- the same woman who cleanly ignored us in the first place when we were waiting. She tried to take over the sale. We left and said we'd book another appointment. I really didn't want to buy anything from her. In hindsight I wish I had just bought the dress from Israel. Booked a second appointment for end of November called up, booking was easy and the lady was really nice. On arrival I only wanted to try on 2 dresses- although I knew which one I wanted. I was served by Marssela she brought the dresses put them in the dressing room and left. The dresses are heavy with lace up backs- I didn't know what was happening. 5 minutes later she comes back and I ask her why she isn't helping to put the dresses on and she says that they are not allowed if we don't give permission! Why she just left and said nothing then gave me that lame excuse is beyond me. It was 6.30 so I imagine she was just being lazy after a long day. She puts the dresses on and I decide on a dress. I explain to her that I want a UK size 10 (I'm a 12 now due to some health issues) but am naturally an 8. My wedding is in 10 months so plenty of time to naturally go back to normal. Everything is good we go downstairs and I paid in full for the dress and dress bag (£5). I was told the dress would be here in 8 weeks plus. Week before Xmas I get an email saying my dress is ready for collection and I must collect within 7 days. I'm shocked as its almost Xmas and the dress is at least a month early!!! Again called to make an appointment, great service on the phone. Asked if I could come after Xmas as Stratford is not close for me and well, it Xmas and I'm busy. Was told that's not possible and I need to collect the dress. I was fine with this and inconvenience but not an issue. Attend an evening, after waiting for 20 minutes (they had issues finding my dress, despite me checking this with them on the phone because of how early its arrived) my dress comes out and I'm so excited. That ended when I saw that the dress is a UK size 12. So I explain to the lady on the desk that the size is wrong, it should be a UK 10. She says no check my receipt which has US sizes and says that I ordered a 12- SERIOUSLY. I refused to accept this as I know full well what I wanted and if the sales woman didn't listen and they are hiding behind US sizes that's not my fault. I was told that there is nothing I could do. They called Marssela and she kept insisting that I asked for a 12. She left no notes on the system so because of her laziness and incompetence I'm wrong. I spoke to Tanecna who I think is the downstair manager and showed her photos of my body size just a few months before and years going back explaining that there's no way I would ask for a 12 when it's not my normal size and I'm only this size due to health issues, which are now being managed. Tanecna seemed like she understood and was empathetic. She put the dress on me which fits really well now- BUT this won't fit me on my wedding day 10 months away. I've already gone down to a 10 naturally and I'm now less than 9 months from my big day. Tanecna said that they only exchange if I drop more than 2 dress sizes- there's no way I'm going to be a 6 (nor would I want to be) so I'm screwed. She offered me 50% off accessories and I left taking away a dress that will NOT fit. One of the reasons I chose the dress is because it didn't need any alterations. Well now I'm looking at serious alterations. Its a body fit mermaid dress with big tail so entire top to thigh will need to be taken in. The dress also arrived seriously creased so steaming costs too. They said that they would steam it for free if I get alterations- like I would seriously trust them with alterations when they couldn't even order the dress correctly. My advice if you go here double check the UK/US size conversions yourself and ensure that they have listened to what you have asked for. Do not pay in full- if they screw it up then you'll be out a deposit but at least you won't have a dress that will cost £100's more to alter to fit when if they had just ordered the correct size alterations wouldn't be needed at all. What started off as a really good experience with Israel, who was absolutely amazing so helpful and really helped find the perfect dress turned into a horrible and very expensive experience. I am utterly disappointed the correct solution should have been to apologise for the misunderstanding and reorder the correct size- I have so much time before the weeding - But no, it made more sense to argue with me the paying customer take my money and say theres nothing that can be done. I think they do this so you have to get alterations to increase their revenue and profit margins. It's understandable why they have so many issues- the service is inconsistent. Tanecna tried to resolve the issue and was lovely really empathetic but only after I had to prove my normal size. Sad that they have a few good people clearly wasting their talents with this company and being let down by lazy, unethical staff. If you go there, I highly recommend asking for Israel- she is a true talent and has great service. Such a shame as I had wanted to order 6 BM's dresses and my mum and MiL's dress here but no way I would trust them now. Their failure to rectify a simple issue loss them revenue greater than the cost of my dress- quite stupid really