David's Bridal, Incorporated

Hello,
Thank you for
giving David's Bridal the opportunity to respond to *** *** ** *** complaintWe have thoroughly researched *** *** online order #***, and
***, and found the following;
class="MsoNormal">*** *** placed her on-line order on 5/5/for a special
order dress, style F ***, in the color Rose Gold Metallic, size 10, in the
amount of $
On 8/13/15, the order was shipped out via *** tracking
number ***, and delivered on 5/15/
*** *** contacted us on 5/15/15, via email and informed
us she received the wrong style dress
On 5/22/we responded back stating we are researching with
our warehouse to send her a replacement, and requested to *** to email her a
return label so she can return the wrong dress back to usOur warehouse
responded on 5/29/stating they do not have stock to send the customer a
replacement On 5/29/we called the
customer, and left her a message apologizing that we are unable to send her a
replacement
On 6/18/15, *** *** emailed David’s Bridal asking for an
update of the replacement
On 8/5/15, *** *** emailed David’s Bridal again asking
for an update of the replacement
On 8/9/15, David’s Bridal responded to the *** *** email,
informing her we do not have stock in the warehouse to send her a replacement
and she will receive a full refund back to her *** credit cardDavid’s Bridal
issued the refund on 8/9/in the amount of $172.92, with the transaction
number ***
On 8/9/15, *** ***, called David’s Bridal and left a
voice message expressing her concerns, and wanting someone to contact her back
David’s Bridal called the customer on 8/9/and she informed the agent that
she does not need assistance any longer
We have checked our system and see *** *** has placed a
new order on 8/12/for a different style dress
David’s Bridal has refunded *** *** in full for the order
number ***, and provided a discount of 50% off the new order number
***, in the amount of $86.97, with the transaction number ***
David’s Bridal sincerely apologizes for any inconvenience this has
caused to *** ***
Thank you,
Patricia H***, Mgr
Marisa R***, Supervisor
Customer Service at David’s Bridal

Hello,
Thank you for
giving David's Bridal the opportunity to respond to *** *** ***
complaintWe have thoroughly researched *** *** in store issue, and found
the following;
*** ***
ordered her dress from our South Charlestown, WV
location on 6/26/15, for the dress style ***, in the color bellini size
Our store received the dress on 7/31/15, and emailed the customer advising the
dress is in the storeOur store sent *** *** another email reminder on
8/7/15, advising her that the dress is in the storeOn 8/8/*** *** pick
up the dress
On 8/28/15, a new order was placed for a different style
dress, style ***, in the color bellini, size The dress was delivered in
the store on 9/2/15, and the store emailed the customer advising the dress has
been delivered to our store*** *** picked up the dress on 9/5/
According to the store notation the customer left the store
satisfied with the new style dress
Thank you,
Patricia H***, Mgr
Marisa R***, Supervisor
Customer Service at David’s Bridal

***
*
*** *** *** I truly apologize for this convenience.I did check your order and there was a refund of on your *** account.I then checked with our finance department to verify it went through. For some reason, this was never processed by *** It
went through on our end, but not ***We have re-issued the credit again. I have been told that *** can take a few days for this to be processed. It truly was processed, but please let me know if you don't see it by next week.Again, please keep me in the loop if it doesn't show up soon.Thank You for your patience in this matter.Nancy, *** *** *** ***
*

Hello,
Thank you for the opportunity to answer your concernsWith
further researching to the matter, on 5/19/we contacted you, and per our
notation you have requested to cancel the orderThis order has been refunded
back to your
*** accountUnfortunately, our buyer’s has confirmed we are
unable to order the dress by the time frame of 6/1/
Thank you,
Patricia H***, Mgr
Marisa R***, Supervisor
Customer Service at David’s Bridal

From: Revdex.com of Metro Washington DC">Date: Thu, May 14, at 11:AMSubject: Fwd: Automatic reply: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #***.To: *** *** ---------- Forwarded message ----------From: Patricia H*** Date: Thu, May 14, at 9:AMSubject: Automatic reply: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #***.To: "[email protected]"
out of the office from May 13th - Returning May 20th

[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,
*** ***

6/4/17Thank you for giving me the opportunity to respond to your complaint. I have sent this to the store so they can tell me what happened with the alterations.I will get back to you as soon as I can.Thank you for your patience in this matter.Nancy, David's Bridal, Contact
Center

December 16, Complaint#***
Re: *** *** Dear ***, Thank you for the opportunity to respond to the concerns of our customer Ms*** *** regarding her cancelling a layaway of her bridal gown in Store #** *** ** David’s
Bridal offers a Layaway option as a service to our customer so that full payment can be made within days, rather than all at once. We understand that customers may need additional time and may not want to finance purchases therefore we offer the option of layaway From the time the layaway is started and entered into the register, the purchase is considered a “Final Sale”. As you are aware, David’s Bridal has an “All Sales Final” policy that is consistent with the Bridal and Special Occasion industry. When a customer has a change in plans and cancels the Layaway, a 10% forfeiture fee is calculated on the total merchandise price. It is deducted from the deposit and any balance is refunded to the customer. The customer’s signature on the Layaway receipt is evidence of her awareness and acceptance of David’s Bridal Layaway terms Our records indicate the following layaway details (see attached layaway receipt): *Store: David’s Bridal Store #** *** ** *Layaway Open Date: September 26, *Style, Color and Size: *** *** *** *** *** *Purchase Price: $*Deposit Required: $*Layaway Cancel Date: 11/19/*Forfeiture Fee Charged: 10% of Total Layaway purchase of $= $*Balance Due to Customer: $(check was mailed to the customer) As a company, we feel it is our responsibility to be consistent in our stores nationwide so that customers are treated equitably. In general, there are no exceptions to this policy. Unfortunately we are unable to honor Ms*** request for any further monies due from the cancelled layaway Should you have any questions, please feel free to contact me Sincerely, cindy m*** I customer service store specialist DAVID’S BRIDAL WASHINGTON STREET I CONSHOHOCKEN, PA PHONE: I FAX: EMAIL: *** I WEB: DAVIDSBRIDAL.COM

Hello,
Thank you for
the opportunity to respond to your concernsWe sincerely apologize for
the
inconvenience for the delay shipment, and for not being able to reach our
on-line customer service via telephoneWe have submitted a 30% discount to our
finance department, in the amount of $The refund is to be returned to
the form of payment originally used to place the orderAlso, please note the
credit may require to business hours for the credit to be processed by
our finance teamAgain, we apologize for the inconvenience this has caused
you
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 me.
Regards,
*** ***

From: Nancy F* Date: Tue, Feb 21, at 2:PMSubject: *** ***
#***To: "***@myRevdex.com.org" Cc: "***.com" Dear *** ***: I just talked to the store, and they got the sleeves They will sew them on the minute they receive them. I apologize for the lateness of getting your sleeves. We hope you have a lovely wedding. Sincerely, Nancy, David’s Bridal, Contact Center

October 1, 2014Dear *** ***:Thank you for the opportunity to respond to the concerns of our customer, *** *** *** from our *** ***,
NV store.We apologize to our customer for any misunderstanding in reference to alterations costsOur stores do have onsite alteration departments for our Customer's convenience, however alterations are an additional fee, and customers do not have to use our accommodations for their altering needs.David's Bridal gowns and dresses are mass produced according to our Corporate mandated measurement standards; we do not custom make dresses or gowns to fit our customers.David's Bridal must remain fair and consistent with all our customersWe achieve this goal by following Company policy equally With all customersAs a customer courtesy, *** *** was issued a partial refund in referente to this issue.Based on the above information we are not able to honor our customers request for a full refundPlease feel free to contact me if you have any further questions,Very truly yours,Deborah VCorporate Area Customer Service Manager

*** ***
10:AM (minutes ago)
to me, Store
Dear *** *** and *** ***:
Thank you for giving us the opportunity to respond to *** ***’s concerns
I have verified that *** ***’s merchandise is still in the
store Since you do not have possession of your merchandise, you are entitled to a refund
*** ***, we will be more than happy to refund your If you call the store on Saturday, they will be more than happy to refund your *** over the phone
Again, we apologize for any inconvenience this has caused you
Sincerely,
*** ***
David’s Bridal, Customer Service

[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,
*** ***

May 5,
"Times New Roman","serif"">
Revdex.com serving Metro Washington DC & Eastern Pennsylvania (Washington, DC) K StNW, 10th Floor Washington, DC 20005- Phone: ###-###-#### Fax: ###-###-####
Complaint#:
Re: *** ***
Dear Ms***,
Thank you for the opportunity to respond to the concerns of our customer, Ms*** ***'s regarding her purchase with David’s Bridal
David’s Bridal has an “All Sales are Final” policy, which is consistent with the industry standard in the bridal and special occasion business. This statement is printed on all purchase receipts and appears on signage at our cash wrap counter
It is always very difficult when a customer asks us to make subjective judgments regarding exceptions, as our mission is to be consistent, equitable and fair to our customers nationwide
We are unable to accommodate Ms***’s request for a full refund of $for the veil, tiara and shoes which we’re purchased on February 18,
Should you have any questions, please contact me
Sincerely,
cindy m*** I customer service store specialist
DAVID’S BRIDAL
*** *** *** I CONSHOHOCKEN, PA PHONE: ###-###-#### I FAX: ###-###-####
EMAIL: *** I WEB: DAVIDSBRIDAL.COM

[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:
The rep hung up in my face and it's been and it has been days they have had my merchandise back in their possession and still hasn't refunded me backSo they are way past their to day policy The representative was rude and didn't want to listen now they sending you all liesPlease have them issue my money back.
Regards,
*** ***

From: Nancy
F*Date: Mon, Aug 29, at 2:PMSubject: FW: *** & *** *** Revdex.com complaint #11604815To: "***@myRevdex.com.org" Cc: *** *** Dear *** ***: Please see email below. We had refunded ***’s dress on 8/9/16. Please see email below. If I can be of any further service, please let me know. Thank You, Nancy F*David’s Bridal, Contact Center From: Nancy F* Sent: Tuesday, August 09, 9:AMTo: '*** *** ***'; Cindy M***Subject: RE: *** & *** *** Revdex.com complaint Dear Sir, Cindy confirmed that the refund was done last night. Again, I apologize for this inconvenience. I hope *** will find her perfect dress; and that she has a happy wedding day. Please let us know if we can be of any further assistance. Take care, NancyDavid’s Bridal, Contact Center From: *** *** *** [mailto:***@***.com] Sent: Monday, August 08, 3:PMTo: Cindy M***Cc: Nancy F*Subject: Re: *** & *** *** Revdex.com complaint Thank you Cindy. Tomorrow I will let you know how our visit went. Regards, *** ***Sent from my ***On Aug 8, 2016, at 15:38, Cindy M*** wrote:Hi, Thank you so much and I am glad we are able to come to a resolution. Please let me know how everything goes this evening…you should not have any problems. Cindy CINDY M*** I CUSTOMER SERVICE STORE SPECIALIST DAVID’S BRIDALWASHINGTON STREET I CONSHOHOCKEN, PA 19428PHONE: ###-###-#### I FAX: ###-###-####EMAIL: CM***@DBI.COM I WEB: DAVIDSBRIDAL.COM From: *** *** *** [mailto:***@***.com] Sent: Monday, August 08, 3:PMTo: Cindy M***Cc: Nancy F*Subject: Re: *** & *** *** Revdex.com complaint Cindy: I will be there at 7:30pm and ask for J***ifer. I will have all my receipts and I pulled up my call history from my Sprint account online and not one phone number from your store or any number for that matter out of the ordinary appears in the calling log history. I will save this information for my records and send it to you if you require this information as well. Regards, *** ***On Aug 8, 2016, at 15:18, Cindy M*** wrote:Hi, I just confirmed your appointment this evening for 7:PM . The manager on duty tonight is J***ifer….please ask for her when you arrive at the store this evening. If you would, please bring all of your receipts…including the alterations receipt along with the dress. Thank you. CINDY M*** I CUSTOMER SERVICE STORE SPECIALIST DAVID’S BRIDALWASHINGTON STREET I CONSHOHOCKEN, PA 19428PHONE: ###-###-#### I FAX: ###-###-####EMAIL: CM***@DBI.COM I WEB: DAVIDSBRIDAL.COM From: *** *** *** [mailto:***@***.com] Sent: Monday, August 08, 3:PMTo: Cindy M***Cc: Nancy F*Subject: Re: *** & *** *** Revdex.com complaint Cindy:I have not received any phone calls from your employees but I can go today and be there around 7:30pmI expect a FULL refund since I making another trip costing me more gas and tolls.I will be taking all my receipts as well as my receipt for the new dress we purchased elsewhere as proof that I am not providing any information.My sister Shalom will not be going as she has had enough of this problem and has more important matters to attend to in the wedding planning. Please confirm. Regards, *** ***From: Cindy M*** Sent: Monday, August 8, 2:PMTo: *** *** ***Cc: Nancy F*Subject: RE: *** & *** *** Revdex.com complaint Good Afternoon,Are you available to bring the dress into Store tonight or sometime tomorrow? I contacted the store and they said they tried to call you more than one time in the last few days. We would certainly like to assist with this matter and expedite this as quickly as possible. I will make the appointment for you…Please advise when you are available….this evening, tomorrow or Wednesday. I will be sure to have the management staff and alts team set aside a timeslot for you.Thank you,CINDY M*** I CUSTOMER SERVICE STORE SPECIALISTDAVID’S BRIDALWASHINGTON STREET I CONSHOHOCKEN, PA 19428PHONE: ###-###-#### I FAX: ###-###-####EMAIL: ***@DBI.COM I WEB:DAVIDSBRIDAL.COMFrom: *** *** *** [mailto:***@***.com] Sent: Monday, August 08, 1:AMTo: Cindy M***Cc: Nancy F*Subject: Re: *** & *** *** Revdex.com complaintCindy:I have tried to resolve this in good faith but obviously this is not going anywhereI have waited patiently over a week, send pictures, have all the evidence I need to proof to corporate of your employees wrong doings to a bride to be, and your store never called which clearly comes to show none of you care.If I had not contacted the Revdex.com and complained, neither you or Nancy would have contacted me but kept the money as you already have and not care.You have forwarded the pictures I sent you to your managers and yet I did not hear back about what they thought of the disastrous job your employees did.If I do not hear back from you by the end of today (Monday 8/8/16) in regards to picking up my FULL refund from your store, I will have no choice but to send this matter to my attorney for litigation.I have receipts to prove we have purchased a new dress elsewhere from someone who actually cared so much to rush our dress just in time for the wedding after hearing our story of the disaster your store and employees put us through.I look forward to you advising me of a date to pick up our refund and us returning your dress.Regards,*** ***On Aug 4, 2016, at 18:12, Cindy M*** wrote:Good Evening *** ***,I understand your frustration however….for a refund to be considered we need to address the alterations issues with the Management Team and Alterations Team as I am sure you understand and would not want this to happen to another customer.I will be sure to have the store contact you this evening to setup the appointment. Thank you for understanding and we will follow up with you after the visit.Have a good evening!Cindy CINDY M*** I CUSTOMER SERVICE STORE SPECIALIST DAVID’S BRIDALWASHINGTON STREET I CONSHOHOCKEN, PA 19428PHONE: ###-###-#### I FAX: ###-###-####EMAIL: ***@DBI.COM I WEB: DAVIDSBRIDAL.COMFrom: *** *** *** [mailto:***@***.com] Sent: Thursday, August 04, 6:PMTo: Cindy M***Subject: Re: *** & *** *** Revdex.com complaintCindy:I emailed Nancy yesterday about taking another trip to your store in NJ to show a manager the dress and I made sure you were CC'd in the email.Please explain to me why it is necessary for me to go to the store to show your manager the dress when she herself looked at it and did nothing but to tell me to go home with the dressYou can check security video footage from your store and you will see me showing the dress to the manager and she simply stood there and did nothing.Please confirm that if I am going to the store for a 6th time, it will be to return this hideous dress and get my money refunded to me in FULL.My phone number is: ###-###-####Regards,*** ***On Aug 4, 2016, at 16:37, Cindy M*** wrote: Good Afternoon,Nancy F* is out of the office today. The store would like to contact you via telephone as they do not have email capabilities to setup an appointment to meet with you.Please provide a telephone number so the store can call and schedule the appointment as soon as possible.Thank you,CINDY M*** I CUSTOMER SERVICE STORE SPECIALISTDAVID’S BRIDALWASHINGTON STREET I CONSHOHOCKEN, PA 19428PHONE: ###-###-#### I FAX: ###-###-####EMAIL: ***@DBI.COM I WEB: DAVIDSBRIDAL.COMFrom: *** *** *** [mailto:***@***.com] Sent: Wednesday, August 03, 1:PMTo: Nancy F*: Cindy M***Subject: Re: *** & *** *** Revdex.com complaintNancy:I am appalled at your way of handling this situationYou expect me to go back to the store for a 6th time to show a manager the dress?? I showed it to a manager already and she responded by telling me to take the dress home showing me she did not care.It is very clear to me your employee's behavior reflect corporates ways of doing business by not caring at all just as David's Bridal is getting their money.The manager I spoke to I believe was named Stephanie, a woman in her 40s with glassesThe alteration department called her to handle my situation since she the manager on duty that day and all she did was told me to go home with the dressShe was also handling another angry customers complaint who was screaming furiouslyWhat will it take to show you that your employees are incompetent and don't care and the customer has to pay for the broken dishes?If I make another drive to the store, it will be to return the dress which my sister will never wear and get my money refunded in FULL.Regards,*** ***From: Nancy F* Sent: Wednesday, August 3, 11:59:AMTo: *** *** ***Cc: Cindy M***Subject: RE: *** & *** *** Revdex.com complaintDear Sir,We are going to have the store manager reach out to *** so that she can bring back her dress, and have the store look at it.Please have *** bring all her receipts with her.Is there a phone number for *** that we can have?Again, thank you for your patience.NancyFrom: *** *** *** [mailto:***@***.com] Sent: Wednesday, August 03, 9:AMTo: Nancy F*; Cindy M***Subject: Re: *** & *** *** Revdex.com complaint pics Nancy:The shoes were purchased by *** and taken to the store on her second visit so that your alterations department would know exactly how high to raise the dress.It is very clear to us that they had no idea what they were doing as one of your own employees said that Daniele did not take proper measurements and we were charged for the mistakes made on your end.We reluctantly agreed to pay to get this done with and still your company did not come through with the alterationsRegards,*** *** From: Nancy F* Sent: Wednesday, August 3, 9:32:AMTo: *** *** ***; Cindy M***Subject: RE: *** & *** *** Revdex.com complaint picsDear Sir,Thank you so much for sending the pictures of *** ***'s gown.Please be assured that I have sent the pictures to several managers for review.May I ask you about the shoes? Is the problem the front of the shoe. Please let me know at your convenience.Either Cindy or myself will get back to you as soon as we can.Again, thank you for your patience in this matter.Nancy F*David's Bridal, Contact Center-----Original Message-----From: *** *** *** [mailto:***@***.com] Sent: Tuesday, August 02, 10:PMTo: Cindy M***Cc: Nancy F*Subject: *** & *** *** Revdex.com complaint picsPlease find the pictures attached that you requested:

[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:
I have reviewed the response made by the business in reference to complaint ID ***, and am willing to allow them to investigate the matter.
Regards,
*** ***

Hello,
Thank you for the opportunity to answer your concernsWe
apologize for the inconvenienceWe need further information in regards to your
concernsPlease advise if this is an on-line order or in store orderIf it is
an on-line order, we will need the order to further researchIf it
was an in
store order, we will need to know the location where the order was place so
that we can further research
Thank you,
Patricia H***, Mgr
Marisa R***, Supervisor
Customer Service at David’s Bridal