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

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

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: It is completely inaccurate to say that the alterations manager had me try on the same cut gownI would have accepted it if it was the same cut, but it was notEven the seamstress told me that the dress the manager had me try on was not the same cut (it was similar but NOT the same)I don't particularly care about the money/fee for the alterations at this pointI am just truly disgusted with this business' customer service and dissatisfied with the fact that a simple, sincere apology seems beyond themThere was no misunderstanding in the sizing and alterations policy, it was a simple matter that I was never actually measured for a dress when I first went to the store in July I was just told, this is your size, you'll have to take it in
Regards,
Jennifer Kerns

August 27, Dear *** ***:
Thank you for the opportunity to respond to the concerns of our customer, *** *** ***, from our
***, NY, storeThere is no record that David's Bridal Customer Service Department was contacted by our customer.The David's Bridal Credit Card promotion that was running on January 20, was months interest free financing for in store merchandise purchasesSignage posted in the store provided this information, as well as the specific promotion that was applied to any purchase being printed on the bottom of all customer receiptsIn addition, the date the promotion ended was printed on her monthly StatementsI apologized to *** *** for any misunderstanding that may have transpired in store that dayHowever, as with any credit card purchases, it is the customer's responsibility to read their receipts and credit card statements in regards to any promotions or charges being applied.Based on the above information, we cannot honor *** ***'s request to be reimbursed for any finance charges or penalties applied to her David's Bridal credit card purchase.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,
*** ***

I said that I was satisfied with the refunds and that I was trying to get a return authorization number to return a dress that they sent weeks AFTER the wedding I am not asking them to pay for anything I know it is at my expenseYou CANNOT get anyone on the phone to even talk about the problemTHAT is BAD BUSINESSYou don't have to do anything further for me I will take care of it and if they don't respond I will contact the attorney general's officeThankyou for your time

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

Hello,
Thank you for the opportunity to respond to your concerns
We apologize for the inconvenienceIn further researching the matter, we
received an email from you on 6/23/asking for the return authorization
numberThe email address on this email is ***
On 7/5/15, we
emailed you the return number ***In this email we provided
you the instruction and address where you need to return the merchandise back
tooIf you have not received this email below we have provided you the address
to the warehouse and the instruction on how to return the merchandise
Please return the dress utilizing RMA Return # ***, and send the
dress to the following address, which is included belowAlso please include
the RMA Return #*** on the outside of the package when sending this back to
our warehouse as well as a brief note describing the reason you are returning
the merchandisePlease keep your tracking information (if applicable) on hand
when sending the merchandise back to the warehouse
Once our warehouse receives the returned dress, they will Quality
Control inspect it to ensure it is in proper condition to receive as a return
At which point it passes inspection, David's Bridal will then issue a refund to
your credit card for the cost of the merchandise
David’s Bridal On-Line Returns
RMA# ***
*** *** ***
Conshohocken, PA
Thank you,
Patricia H***, Mgr
Marisa R***, Supervisor
Customer Service at David’s Bridal

[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,
*** ***

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

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

2/28/17Please see below,Social Media CSI - 2/22, authorized return , this was processed on 2/22/14. We apologize for the lateness of this email. Refund was completed.Thank you for your patience in this matter.Nancy, David's Bridal, Contact Center

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*

From: Nancy F*Date: Tue, Sep 20, at 1:PMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern P***sylvania complaint #*** for *** ***To: "***@myRevdex.com.org" Dear *** ***: Thank you for giving
us the opportunity to respond to ***’ complaint. I called the store where *** *** had gone for her order. Unfortunately, there was no record of a sale for her. Also in the event, it says she wanted a *** in a Champagne color , size 10. We have nothing stating she wanted a ***, emerald in a size 8. The store is more than happy to help her choose a dress for the wedding. We do need to have payment up front. Please let us know if we can help her get a dress for the Wedding. Nancy F*David’s Bridal, Contact Center

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,

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

***
*
*** *** ***
*I
checked your event and see that a payment was made of on 6/18/16. Then a cancelation fee of 102.40, and finally a store credit was issued for 363.52.I see no other payments. If additional payments were made over the phone, I would need the dates and the credit card that was used.Please let me know if you have that information so I can do further research.Thank You,Nancy, David's BridalContact Center

[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,
*** ***

Very disappointing experience Customer service is non-existent and they don't advertise their policies up front I asked questions when I bought the dress about return and was told that is fine and saw several people returning dresses I bought a prom dress for my daughter and then was told I could return the dress"We don't have a return policy and never take returns even thought we witnessed two

[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,
*** ***