David's Bridal, Incorporated

From: Revdex.com of Metro Washington DC Date: Fri, Aug 12, at 3:PMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: *** *** ---------- Forwarded message ----------From: *** ***Date: Fri, Aug 12, at 2:PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: Revdex.com I would like to cancel this complaint - my issue was resolved

[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 as Answered]
Complaint: ***
I am rejecting this response because: nothing was done to resolve he issueThe lady stated that she couldn't find me in the systemI'm in their system as *** *** and I was the bride
Regards,
*** ***

January 25,
Revdex.com serving Metro Washington DC & Eastern Pennsylvania (Washington, DC)
K StNW, 10th Floor
Washington, DC 20005-
Phone: ###-###-####
Fax: ###-###-####
Complaint# ***
Re: *** ***
Dear Sirs/Madame,
Thank you for giving us the opportunity
to respond to the concerns of our customer *** *** regarding her wedding gown purchase
*** ***’s concerns have been thoroughly researched with the Store Manager, Tamela V*** *** in Store #*** Portage, MI and Assistant Store Manager, Marissa Gain in Store #*** in Mishawaka, IN
Our records indicate *** *** purchased wedding gown Style *** Soft White Size $in Store #*** Mishawaka, IN on November 17,
On November 25, 2015, *** *** visited Store #*** Portage, MI requesting our company allow her to exchange her already marked down clearance gown for Style *** White Size $The customer requested we allow the exchange of the gown as her niece was very much interested in purchasing Style *** Soft White Size for herselfAs a one-time courtesy the exchange was permitted on November 25,
David’s Bridal has an “All Sales are Final” policy that is consistent within the bridal and special occasion industryThe policy is posted in our fitting rooms, at our cash wrap and on all purchase receipts
Based on the details stated above, we are unable to honor *** ***’s request for a refund for her purchase
If I can be of further assistance, please do not hesitate to contact me
Thank you,
Cindy M*** Customer Service Store Specialist

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

[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,
*** ***

[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 true that I ended up receiving a total off 30% refunded back to meThe dress was far from pristine condition! I do not find it acceptable to give customers dresses in this shapeI am NOT satisfied with the customer care I recieved from David ' s BridalThe % is nothing compared to the time, travel, and embarrassment I had with this dressIf I wanted a dress in this condition I could have purchased one from a consignment shop or the ***! People do not pay this kind of money for a item in tgis conditionIt is sad that your store Manager Pam even said she would not wear the dressWith this experience you can bet I will never return to your store again!
Regards,
*** ***

Worst company I have ever dealt withThey do not explain sales or disclosures on their dressesThey are rude and demandingThey also don't finish dress fittings than charge you extra for things they didn't even doI will never go back and never will recommend them

I accept the refund of the amount, however I have a few questionsI received a return request from David's Bridal asking me to mail the item back to them, do I have to return anything? Also, unless the preservation kit comes with a bigger box, I do not have any desire to have my gown re-preservedFinally, when will the refund amount reflect in my bank account? Thank you
[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: 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

From: Revdex.com of Metro Washington DCDate: Wed, Jul 6, at 1:PMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: *** *** ---------- Forwarded message ----------From: *** Date: Wed, Jul 6, at 12:PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: Revdex.com It is amazing how they claim to care and they cannot even spell my last name rightI do not accept there condolences since it doesn't feel like they do not mean it

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!!!

** *** *** ** *** *** *** *** *** *** ** *** *** *** ** *** *** *** *** *** ** *** *** ***
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 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

Hello, We apologize for the inconvenienceWe are trying to research this matter and need further informationCan you please provided us the store location, name of the store manager, if you are part of a wedding party, please provided the bride first and last name, so that we can further
research?Thank you,Patricia H***, Mgr.Marisa R***, SupervisorCustomer Service at David's Bridal

September 26, Dear *** ***:
Thank you for the opportunity to
respond to the concerns of our customer, *** *** *** *** from our ***, VA storeDavid's Bridal has an "all sales are final” policy that is consistent within the bridal and special occasion industryThis 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 condition
Unfortunately, *** ***'s merchandise does not meet all our exchange policy criteria, not a recent purchase 4/5/
David's Bridal must remain fair and consistent with all our customersWe achieve this goal by following company policy equally with all customersBased on the above information we are not able to honor our customers request for a refund or exchange.Please feel free to contact me if you have any further questions
Very truly yours,Deborah VCorporate Area
Customer Service Manager

From: Nancy F*Date: Wed, Jul 6, at 10:AMSubject: RE: *** *** Revdex.com You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #***.To: "***@myRevdex.com.org" July 6,2016 Revdex.com serving Metro
Washington DC & Eastern Pennsylvania (Washington, DC)K StNW, 10th Floor Washington, DC 20005-3404Phone: ###-###-####Fax: ###-###-#### Complaint# *** Re: *** ***
Dear *** ***: Thank you for giving us the opportunity to respond to the concerns of *** *** ***. Listed below is a copy of *** ***’ order. Her gown was delivered 6/9/16. Please note that when she placed the order in January, she was given a delivery date of 6/15/16. We delivered her gown, six days earlier than that date. *** ***, has called the office a number of times. At this point, we did respond to her concerns, and updated her shipping at no charge. I am now reaching out to her to find out about the alterations she had to have done. In her complaint, she states that she had placed the order according to her measurements, and ordered the dress according to her measurements. Please give us the opportunity to find out exactly what happened with this order. We sincerely apologize for any inconvenience *** *** experienced, I will get back to you as soon as we hear from *** ***. Very truly yours, Nancy F*David’s Bridal, Contact Center From: Cindy Marcinkowski Sent: Tuesday, June 28, 4:PMTo: Nancy FennSubject: FW: Jennifer Flakes Revdex.com You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #***. CINDY MARCINKOWSKI I CUSTOMER SERVICE STORE SPECIALIST DAVID’S BRIDALWASHINGTON STREET I CONSHOHOCKEN, PA 19428PHONE: ###-###-#### I FAX: ###-###-####EMAIL: [email protected] I WEB: DAVIDSBRIDAL.COM

January 26,
Revdex.com serving Metro Washington DC & Eastern Pennsylvania (Washington, DC)
K StNW, 10th Floor
Washington, DC 20005-
Phone: ###-###-####
Fax: ###-###-####
Complaint# ***
Re: *** ***
Dear Sirs/Madame,
Thank you again for giving us the opportunity to respond to the concerns of our customer *** *** regarding her wedding gown purchase
*** ***’s concerns have been thoroughly researched with the Store Manager, Tamela V*** *** in Store #*** Portage, MI and Assistant Store Manager, Marissa G*** in Store #*** in Mishawaka, IN
On November 25, 2015, *** *** visited Store #*** Portage, MI and was permitted a one-time courtesy exchange for a wedding gown Style *** White Size which had been marked down with a clearance price of $
David’s Bridal has an “All Sales are Final” policy that is consistent within the bridal and special occasion industryThe policy is posted in our fitting rooms, at our cash wrap and on all purchase receipts
It is always difficult when a customer asks us to make a subjective judgment regarding her situation, as our mission is to be consistent, equitable, and fair to our customers nationwide
We are unable to honor *** ***’s request for a refund of her purchaseIf I can be of further assistance, please do not hesitate to contact me
Thank you,
Cindy M*** Customer Service Store Specialist

Marisa R*** 11:AM (hour ago)to me, Patricia Hello,Thank you for the opportunity to respond to the concerns of our customer Ms*** ***, in regards to her on-line order.In further researching the matter, Ms***, placed her order on 7/20/The price of the merchandise ordered is $139.95, taxes on the order is $8.01, which give a subtotal of $If the order was charged the shipping fee of 12.95, the subtotal would have been $160.91.David’s Bridal did not charge the shipping fee, and we would not be refunding the customer $As for the inconvenience and delay in responding to her inquiry, we will refund her account a 10% discount off the price of the merchandiseWe have sent your billing information to our finance department requesting a credit be provided as form of reimbursement, in the amount of $14.00.The credit is to be returned to the form of payment originally used to place the orderAlso, please note that the credit may require to business hours to be processed by our finance teamAgain, we apologize for this inconvenience this has caused you. Patricia H***, Mgr.Marisa R***, SupervisorCustomer Service at David’s Bridal
Marisa R***
11:AM (hour ago)
to me, Patricia
Hello,
Thank you for the opportunity to respond to the concerns of our customer Ms*** ***, in regards to her on-line orderIn further researching the matter, Ms***, placed her order on 7/20/The price of the merchandise ordered is $139.95, taxes on the order is $8.01, which give a subtotal of $If the order was charged the shipping fee of 12.95, the subtotal would have been $David’s Bridal did not charge the shipping fee, and we would not be refunding the customer $As for the inconvenience and delay in responding to her inquiry, we will refund her account a 10% discount off the price of the merchandiseWe have sent your billing information to our finance department requesting a credit be provided as form of reimbursement, in the amount of $The credit is to be returned to the form of payment originally used to place the orderAlso, please note that the credit may require to business hours to be processed by our finance teamAgain, we apologize for this inconvenience this has caused you
Patricia Harris, MgrMarisa R***, Supervisor
Customer Service at David’s Bridal

I reieved an email from Nancy F* from Davids Bridal, There has been no resolution in her email just asking me for picturesShe stated that she contact the Store and that they are faxing over to her the alteration ticket and requesting them to provide a timeline in regards to my purchaseI am not certain what that is going to solveI responded to her with the below emailThere was absolutely nothing in her email that gave me any resolutionI left her my phone number to contact me and I am more than happy to provide answers to any questions that she might have My requested resolution is to be refunded the purchase price of both the dress and the amount I paid for the alterationI have not received anything in terms of resolution from herBelow is the email that I had sent her today at 11:36amAgain there was nothing mentioned of resolution or next steps that are to be takenI would like to keep this case open.Good Morning Nancy, Thank you for your prompt responseI appreciate itI cannot express my disappointment with your Westbury Locations level of service and quality of work I have receivedEspecially within a mere few days before my weddingIt was not only unprofessional but it is definitely not what any Bride should have to go through while purchasing her wedding dressIt should be a moment filled with happiness not one that caused anxiety I am more than happy to provide you with pictures however it won’t do it justiceWhen I spoke with you alterations manager Matt he had assured me that I had nothing to worry aboutThat was nothing farther from the truthMy dress was not altered in length, it was not altered on the sides to fit me properly and it was not bustled or steamedThe corset that I had paid for didn’t have the lace part in it, nor was it cut, we literally had to take a pair of scissors and cut itThe bustle wasn’t done, she randomly fit buttons on loosely which ended up being torn because they were not placed properly, I didn’t have a chance to try the dress on after it was done, not that it would have made any differenceI had to beg the photographer and videographer to edit and Photoshop the dress so I could have decent picturesThe hardest part for me was that no one seemed to know what to do, no one apologized and if I happened to have missed the seamstress that was literally walking out with her coat on it would have been a bigger disasterI was blatantly told that the alteration manager was out sick for the day and there was no other plan in placeMy dress was delivered un-steamed (I was told there was no one there to do it, that they were all gone for the day) and I had to pay to get it done in MexicoI want told that the entire alteration department leaves at 4pmIt was a nightmareThe sides of my dress weren’t altered correctly and I had to pull the corset in to compensate, which left me with awful picturesThe dress was delivered dirty and not completed and I had choice but to accept it.NoneIt was that or nothingI will never be able to take back the memories or crying in your storeIt was the most awful experience I could have hadIf you could please give me a call I can explain this to you in more detail

After trying dresses at a David's bridal location, we decided on a dress for my daughters prom but no location in our state had her size, so the same evening (4/16/2016) we decided to order the dress online The dress arrived a couple days later but with minor damages and a piece (back panel) missingI called to inform DB about missing piece & without a problem they next day me a perfect replacementI then found out this dress is now 50% off! I call DB again to inquire about a price adjustmentThey informed me that the original purchase was days earlier, they could only do a price adjustment with items purchased less than days priorI was advised to send the dress back for refund, then purchase the dress againWhich I didThey sent me a dress so ragged and the same missing piece! (During the new order, I requested that they made sure the back panel to the dress was included, since it was missing with the first dress order)I then called back to tell them the condition of the dress and the missing pieceI asked if they could send another dressI spoke to a supervisor (Betty) who sounded like she was having a bad dayShe informed me that they will not be sending me a 4th dress(I checked online and the size I needed was available)She said I would be taking a chance on receiving another damaged dressThat was a chance I was willing to takeShe said I could return the dress or take 30% off prom is a few days away (May 7) No way could I return the dress with prom so close and with shoes custom made to match the dressDB has been my "go to" place for formal wear, I even bought my wedding dress, bridesmaids & flower girl dresses with themAfter this experience I will no longer support this business and will advise my clients, friends & family of this experience