David's Bridal, Incorporated

From: Nancy F*Date: Mon, Nov 7, at 2:PMSubject: #***To: "***@myRevdex.com.org" Dear *** ***:This is the first time I have seen this complaint. Please see below. One of our representatives left her a message on 10/30/16,
explaining the DBCC promo.I will email her again after I check with our sales audit department.Called and left the customer a detail message, the month free interest promo for the dbcc should apply for the dress she purchase in Januaryany other purchased made after 2/1/will be included in the month promoThe customer needs to check her statement and see which item she is paying interest on now.Nancy F**11/7/16Dear *** ***:On 10/30/16, we placed a call to you that explained what you interest rates should be. Please look at your bill, and let us know.I apologize for any inconvenience you have experienced.Called and left the customer a detail message, the month free interest promo for the dbcc should apply for the dress she purchase in Januaryany other purchased made after 2/1/will be included in the month promoThe customer needs to check her statement and see which item she is paying interest on now.Nancy, David's Bridal, Contact Center

7/11/16Listed below is a copy of the email exchange that our social media rep responded to *** ***. As of now, all monies have been refunded. Hope this helps.Hello,
Here is the chat on *** between *** and I on Friday, I
have also credited her back for the $that she spent for shipping since she
neglected to use the pre-paid return label we have supplied her with on July 1st
at 1:30PMI had also preemptively processed her return for the size dress
in Friday July 8thAll of her funds, the $for shipping, the
$for the size return, and the credit for $should already be
showing or will be showing back on her card by this Friday 7/
You only refunded me $The dress you sent me should only have been $as per the sale price! What the #!&%#
?!!!! I had to pay for the shipping returnI will not be satisifed until I am
refunded the entire amountWhat third world country do you think this is
treating customers like this!
***
So out of $I only get $back?!!!!
David's Bridal (Default)
Hi ***, We have
credited you back the $for the size dress as a price adjustment,
we have sent you a replacement for the size 12, we have provided you with a
pre-paid return label to return both the damaged dress and the size return
together, and we have processed your return for the size as well for $If you did not use the pre-paid UPS
return label we have supplied you with on Friday, July 1st around 1:30pm, then
please provide us with the amount you had paid to return both dresses and we
would be more than
***
UPS $tracking# ***
David's Bridal (Default)
Thank you ***, we
will submit the $to our financial team, please allow -
business days for the credit to appear on your cardThank you, Kristen W
Sent b* *** ***
FRI 2:32PM
***
What about the return
itself?
David's Bridal (Default)
It has been processes
and will take 2-business days for the funds to be returned
Excuse me, processed *
Sent by *** ***
***
sigh

December 28, 2015Dear Sirs/Madame,Thank you for giving us the opportunity to respond to the concerns of *** ***.On July 17, 2015, *** *** contacted David’s Bridal online customer service regarding the return status of online order #***The customer was issued a return authorization
number and instructed to ship the order directly to the vendor’s address.The customer received a return call from our Manager Melissa R*** explaining she would contact the vendor *** to further research the status of her refundIt was during the conversation with *** *** she stated a complaint had been filed with the Revdex.com and did not require any further assistance from our companyOn July 27, a follow up call was placed by our staff to the vendor regarding the return status of the orderThe vendor requested tracking information which was provided and the refund was issued to *** *** on August 10, 2015.Should you need any further information, please contact me.Sincerely,CINDY M.CUSTOMER SERVICE STORE SPECIALIST

September 24, 2014Dear *** ***:Thank you for the opportunity to respond to the concerns of our customer, *** *** ***, from our *** ***, TX store.David's Bridal has an “all sales are final" policy that is consistent within the
bridal and special occasion industry This information is stated on our customer's receipts, at our cash registers on our web site and in our catalogsHowever, when a customer does contact us to request an exchange, we have strict criteria that we must followThe merchandise must be current and regular price not marked down or discontinued, it also needs to be unaltered, unworn with the tags attached a recent purchase and in pristine conditionThe *** ***, TX store did allow *** *** to exchange her original wedding gown style *** Solid ivory sizepurchased on 5/1/for another style *** ivory size on 6/2/*** *** then had this new wedding gown altered and fitted to her body.Based on the above information we are unable to honor her request for a refund on the wedding gown and accessories.Please feel free to contact me if you have any further questionsVery truly yours,
Deborah V
Corporate Area Customer Service Manager

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

From: Nancy F*Date: Mon, Feb 20, at 11:AMSubject: FW: Opt Out - *** *** #***To: "***@myRevdex.com.org" Cc: "***@***.com" Dear *** ***: Listed below is the OPT OUT form we use when a customer requests to be removed from all lists. As you can see this was done in 12/15. I apologize for this continued annoyance. Sometimes a vendor does not follow our instructions. If you receive any kind of correspondence from any vendor, please just email me and we will contact them personally. According to our records you have removed. Please let me know if I can be of any further assistance. Sincerely, Nancy, David’s Bridal Opt Out

May 6, Dear ***,Thank you for giving us the opportunity to respond to the concerns of our customer, *** *** ***, and her purchase at our *** ***, PA store.Our records indicate that on March 7,2014, *** put dress style ***
White in a size on layaway*** put down a payment of $and was in contract to pick up the merchandise by May 6,*** signed her contract and receiptOn March 18,*** came into the store and paid $towards her layawayOn March 23,*** asked to cancel her layaway*** was aware of losing 10% of the total sale for her forfeiture feeUnfortunately, *** didn’t have her original receipt with her***, the store manager, let *** know that without the original receipt the refund would have to go to a store credit as per our policy*** took the store credit and left.Once *** was able to locate the receipt, she went back into the store, requesting we change the store credit to a refund*** let her know this is not something she can do at store level and she needed to reach out to our Customer Service Department.*** contacted us on March 25,and shared the above detailsI apologized and explained *** was just doing her job, but I would be happy to helpI told our customer to send the store credit to me so it can be converted to a mail checkI also advised *** that due to the inconvenience, David’s Bridal will refund her forfeiture feeShe was grateful for this and agreed.On March 31,a check was cut for *** in the amount of $15.00, the amount of the forfeiture fee only*** then contacted me to let me know what happenedI advised her that was due to the fact that I only received the store credit for $She then sent additional receipts that again, were not the correct store creditAs a courtesy to our customer, we researched our records and were able to quickly get a copy of the original store credit for the refund of $This mail check was cut on April 14,2014.At this time we do believe our customer’s needs have been metShould you have any further questions, please do not hesitate to contact us.Sincerely,

June 12, Please accept my sincerest apologyis complaint was not received by my department; E-commerceCustomer Service until 5/24/we immediately requested the customers information removed

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
RevDex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meAs long as the last refund is processed correctly this timeI have been told that is has been processed but we are still waiting on it to hit the bank.
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

** *** *** ** *** *** *** *** *** *** ** *** *** *** ** *** *** *** *** *** ** *** *** ***
Revdex.com: refund was finally received.
I have reviewed the response made by the business in reference to complaint ** *** and find that this resolution is satisfactory to me.
***
*** ***

Hello ***,
We do want to send our
sincere apologize for the inconvenienceThrough further research, the customer
emailed our customer
service team on 3/25/ This information was sent
to the District Manager to that storeThe store manager and the district
manager called the customer on 3/25/15, and have confirmed they are working
with the customer to make the experience much better, and are helping her to
find the dress. Again, we apologize for this inconvenience
Patricia H***, Mgr
Marisa R***,
Supervisor
Customer Service @ David’s
Bridal

From: Nancy F*Date: Tue, Feb 21, at 3:PMSubject: #*** *** ***To:
"***@myRevdex.com.org" Cc: "***@***.com" Dear *** ***: Thank you for giving us the opportunity to respond to your concerns. I have contacted the store and they are faxing me over the alterations ticket. I have also asked them to provide me with a time line in regards to your purchase and alterations. If possible, can you fax or email me pictures of your gown. I would like to see what went wrong. Thank you for your help in this matter. Sincerely, Nancy, David’s Bridal, Contact Center

I filed a complaint a feed weeks ago about this same storeSomehow, my
complaint was closed before anything was resolvedSo I called the corporate office for the lady that I had been in contact withShe had been out of the office and didn't know that this situation hadn't been handledShe was kind enough to offer me a reasonable solutionShe email the locate store and CC: me in the emailI'll attach the correspondence belowHowever, when I arrived at the store, wasting my time, a very rude associate decided to tell me, "You have been told more than once that we are not taking this dress back"I was told by the corporate contact to return the dress and get the store credit cardShe refused to do that and said I could shop aroundI had just gotten off work and was rushing to pick my son up from practice that was almost overI DO NPT, I REPEAT DO NOT EVER WANT ANYTHING OUT OF THIS STOREI WILL NEVER IN MY LIFE SET FOOT IN ANOTHER DAVID'S BRIDAL!!! How do you refuse to do something your corporate office told you to do? When my sister called on my way home and fold me she set an appointment at David's bridal for her entire wedding partyI explained what I had been dealing with to herNeedless to say, she cancelled everyone's appointments and is going elsewhere!! Here's the email I received from corporate: Please note that *** *** is on this emailShe was in Mary Woods’ wedding that was canceledUnfortunately, *** *** did contact me, but and I was out with my father’s illnessAlso the Revdex.com told me the case was closed, and it wasn’tPlease give her a store credit for this dress*** ***, this dress must be in pristine condition, tags on it, and no odors, not alteredThank you everyone for your patience in this matter I would like this situation resolved immediately!!!

From: Nancy F*Date: Mon, Sep 19, at 4:PMSubject: RE: *** * *** (***) -: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #***.To: "***@***.com" Cc: "***@myRevdex.com.org" , Store *** Dear *** ***: Again, I apologize for your continued issues with us. The store should have told you that the preservation kit is owned by one of our vendors; not David’s Bridal. A mistake was made, and you received two dresses. The preservation company just wants to make sure they get the other bride’s dress back, and that you get yours. They are still willing to refund you the cost of the kit. Bottom line, mistakes were made, and caused you to have many concerns. I certainly know that you will return the wrong dress, and that you will get your refund. We want all customers to receive the correct information when shopping with us. I will share this with our vendor program. When situations like this arise, we send it to the preservation company and they take care of it. We have no way of checking what is in their warehouse without our partners there. That is why you didn’t hear from us. Again, we are sorry for this, and hope you are now satisfied with the outcome. Nancy F*

Hello,
Thank you for the
opportunity to respond to the concern
for our customer *** ***With researching in the matter, our finance
department has informed us *** *** will be receiving the mail check 8/6/15,
no later than 8/7/
We reached out via telephone to *** ***, and provided
her this informationWe also informed her, if she does not receive the mail
check by Friday 8/7/15, to contact Patricia H*** directly
Again, we sincerely apologize for the inconvenience this
has caused the *** ***
Thank you,
Patricia H***, Mgr
Marisa R***, Supervisor
Customer Service at David’s Bridal

Hello,
We strongly apologize that you have rejected the answer to the complaintWe further researched the matter, and the store have provided us a transaction number ***, for the credit to your account dated on 3/15/Attached we have provided you a copy of this transactionPlease note the high lighted area reflect the refund creditAgain, we strongly apologize for this inconvenienceThank you,
Patricia H***, MgrMarisa R***, Supervisor
Customer Service at David's Bridal

Good Afternoon *** ***, I have spoken with *** *** and confirmed she had received the refund check see below response from *** *** on 07/06/16. Thanks,Cindy M***Hi!! Yes I got itWe had death in the family last week and I didn't have a chance to email youBut, thank you so much for all of your help*** On Jul 6, 12:PM, "Cindy M***" wrote: .COM From: *** *** [mailto:***@***.com] Sent: Tuesday, June 28, 1:PM To: Cindy M*** Subject: Re: *** *** refund Thanks CindyI truly appreciate thatAnd I hope it does not be returnedOn Tuesday, June 28, 2016, Cindy M*** wrote: Hi ***, I received the below email from our sales audit department. Your check was mailed yesterday. See check # below. Thanks,Cindy From: SalesAudit Sent: Tuesday, June 28, 12:PM To: Cindy M***; SalesAudit Cc: Tracy H***; Nancy W*** Subject: RE: Store *** - *** *** - Mail Check - Did this check cut today? She reported us to the Revdex.com and I need to respond todayThx c Check #*** for $was mailed to the customer on 6/27/16. Thanks,

From: Nancy F*Date: Tue, Oct 25, at 2:PMSubject: *** *** #***To: "***@myRevdex.com.org" Dear *** ***: Thank you for giving us the opportunity to respond to *** ***’s complaint. We have reached out to the Preservation
company; and they are doing extensive research in this matter. The customer’s friend has told us that we are not permitted to reach out to *** *** anymore. As soon as the gown is located, the Preservation company will contact her. I will let you know when the items are found. Sincerely, Nancy F*, David’s Bridal, Contact Center