Customer spends 14 million VND to buy "mosquito fabric" dress, causing controversy online

(Dan Tri) - A customer spent more than 14 million VND to buy 2 dresses from a high-end domestic fashion brand but received a disappointing product and experience. The incident is causing controversy on social networks.

Million-dollar dress with wrong color and poor aesthetics makes customers angry

According to a female customer in Hanoi, she ordered 2 dresses from the Das La Vie (DLV) brand to prepare for a beach trip .

"I bought two products from DLV, including a long dress and a set of a tank top and skirt, priced at 14.58 million VND," Ms. DT told Dan Tri reporter.

This customer said that both designs were white, with a material that was a mix of lace and tulle. However, when Ms. DT received the goods and tried them on under outdoor light, the tulle layer suddenly appeared a clear blue-white color, creating a strong contrast with the remaining lace. This effect made the overall dress lose its aesthetic, even being compared to... mosquito net fabric.

The incident of a customer buying two dresses for more than 14 million VND with unsatisfactory quality and service is attracting public attention (Photo: Character provided).

So, she responded to the brand and asked for a satisfactory solution. However, after 2 weeks of back and forth, this customer was very upset because the brand did not come up with a reasonable solution, so she decided to post a criticism on social media.

After Ms. DT’s article was published, many users expressed their agreement with the customer, saying that the tulle material looked like… mosquito net fabric and was not commensurate with the product’s value. The back and forth argument between the DLV brand and the customer also became a hot topic of discussion online.

Controversial treatment brand

Initially, the DLV brand responded positively to the feedback, apologizing and explaining that this was a "new color scheme". According to the brand, this type of tulle has the property of changing color when the light environment changes. DLV also offered to exchange the product for a version using the same color fabric, which is not reflective.

A customer spent 14 million VND to buy a "mosquito fabric" dress, causing controversy online ( Video : Character provided).

However, after receiving the returned goods, controversy broke out when DLV only admitted that one of the two dresses was defective and refused to exchange both. The customer said she sent a video proving that both dresses had the wrong color, and complained that the delayed delivery caused her to miss her plans to use the dresses.

Due to failure to reach an agreement, the customer requested a refund. Initially, DLV agreed to refund within 3-7 days. However, on the 10th day, after many reminders, the customer still had not received the money.

More surprisingly, the brand later changed its mind, refusing to refund, saying that “color is the designer’s decision” and the customer is just “the person experiencing the product”.

After a series of unsatisfactory handlings, the female customer decided to post the entire incident on social media. The video the customer shared showing the product defect and the messages exchanged quickly received thousands of interactions.

Notably, while the dispute has not been resolved, the DLV brand is still using this customer's photo to run advertisements. This action angered the main character, who demanded the image be removed and called for a boycott of the brand.

Supporting this customer, many netizens flocked to DLV’s fanpage, dropping angry emojis and leaving many comments questioning the brand on how it handled the incident. Some responses from DLV were even considered “counter-argumentative” and “unprofessional”, further escalating the situation.

On the social media platform Threads, many people in the garment industry also participated in the analysis. They acknowledged that the phenomenon of discoloration under UV light is a potential risk for tulle, but still believed that the brand had handled the situation unreasonably and lacked a spirit of learning.

Taking this opportunity, some old customers also shared their not-so-positive experiences with DLV: from buying expensive products without invoices, being charged unreasonable additional fees, to slow customer care and unclear policies.

Brand apologizes and learns lessons

Close-up of the fabric material that does not meet aesthetic standards, sparking controversy (Photo: Screenshot).

Faced with this problem, the Das La Vie brand responded to Dan Tri newspaper reporters that the company had realized its mistake and was in the process of correcting it. First, the company refunded 100% of the purchase price for DT customers.

The brand representative said: "The recent product incident with the customer was due to errors and weaknesses in the customer service staff's professional skills.

We contacted Ms. DT last night, July 13, and explained all the mistakes in sending her the wrong, unfinished product. We also apologize for the unprofessional handling that upset Ms. DT, which greatly affected her shopping experience this time."

The brand believes that the recent unfortunate incident was unexpected, but it is also a great lesson for the brand to improve its operating processes, customer care, and staff training.

The brand considers this a premise to upgrade and perfect the customer care process and product quality control to ensure that each product delivered to customers meets the most meticulous and perfect standards.

Product image according to the company's advertisement (Photo: DLV).

The incident once again raised concerns about the risks of online shopping at local brands. Previously, social networks had spread a case of a customer being "forced to buy defective goods" even though the product had distorted seams and cost more than 3 million VND. Not only did the buyer not receive an apology, the shop also threatened to make public their phone number and address.

Such situations show that manufacturing errors can occur, but how a brand handles and handles complaints is the key factor that escalates the issue, with consequences for both the customer and the brand.

Source: https://dantri.com.vn/giai-tri/khach-chi-14-trieu-dong-mua-duoc-vay-vai-mung-gay-tranh-cai-tren-mang-20250715134341449.htm