David's Bridal, Incorporated

[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 response from the David's Bridal representative did not address my complaintsIn my complaint, I wrote about being ordered the wrong size dress (as stated by a David's Bridal employee when I came to pick up the dress), the unfriendly customer service, not getting any responses from corporate headquarters even after numerous phone calls had been placed and letters written, and being lied to about when shipped items were inI was not disputing the time frame of a return- which is what the representative wrote about in her responseIf the employees are incompetent in either sizing their clients, or knowingly ordering a dress that's too large just to increase alterations sales, either one of those are unacceptableThere should be no reason I was ordered the wrong size dress as David's Bridal does not allow their clients to measure themselvesWhen I tried to contact David's Bridal over the last year, I had received not a single response, so yes, this Revdex.com complaint is out of the "industry's timeframe," however, numerous attempts were made to contact the company prior to resorting to making a formal complaintAdditionally, the satisfaction guarantee clearly is advertising if a client is trying to contact a business about a number of problems and mistakes on their part, and no outreach is provided to resolve the problemAgain, not one of my complaints that were filed with the Revdex.com were addressedThank you.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 as Answered]
I Think this is terrible customer service as they have refunded others in the pastThe store manager said it was corporate office decision and corporate office told me it was store manager's decision.Terrible customer serviceYou can keep this complaint as unresolved and close it out.TThank you for your help! Complaint: ***
I am rejecting this response because:
Regards,
*** ***

10/31/16Listed below is a copy of the email I sent *** ***. We will be happy to send her the check, but first, I need to have the original store credit. So far I have not received the store credit.Please let me know when you send this so we can work on this right away.Sincerely,Nancy, David's Bridal, Contact Center*** ***:
First,
please accept our apologies for the information you were given
When
we issue a store credit, it can only be used in the store
Because
of this incorrect information, we will be happy to convert your store credit to
a mail check
Please
send me the original store credit, to the address below. Once we receive
this we will issue you a check
When
you send in the store credit, please include a note with the proper address on
it for mailing the check.
Thank
you for your patience in this matter
Sincerely,
Nancy
F*
David’s
Bridal Contact Center
Mailing
address is:
David’s
Bridal
*** *** ***
Conshohocken,
Pa ***
Attn:
Nancy F*, Contact Center

From: Nancy F*Date: Tue, Sep 12, at 12:PMSubject: *** *** #***To: "***@myRevdex.com.org" Dear *** ***: Listed below are the comments that were in *** ***’s event. I am only sharing this with you as this is information that is only available in the store. As I had stated before alterations are a separate charge. This is on the bottom of the receipt and at the cash wrap.If there is some damage on the dress of course we would do that at no charge. The customer probably thought all alterations are free. She left without the dress being altered. We did not have the zipper for the prom dress she bought; but said we would fix the zipper; if she purchased one. At this point, all we can do is fix the zipper on the prom dress, Please let me know if you need anything else.NANCY F* I CUSTOMER SERVICEDAVID’S BRIDALWASHINGTON STREET I CONSHOHOCKEN, PA 19428PHONE: ###-###-####, EXT I FAX: ###-###-####EMAIL: ***@DBI.COM I WEB: DAVIDSBRIDAL.COM WHATEVER YOU DO, BE YOU #BEYOUROWNBRIDE 8/14/12:06:PM*** - Adrienne C*** , Store ***Bride came in Saturday for her alts appointment at 6pm and was very upset when alts told her that she has to pay for alterationsShe said the her stylist told her that alterations were freeAt this point I stepped in and 8/14/12:08:PM*** - Adrienne C*** , Store ***explained that alterations are additional and maybe there was a miscommunication because the stylist did explain that we would fix the broken corset loop and not charge herI also explained that her stylist 8/14/12:11:PMexplained that all sales are final and alterations are an additional fee before she signed her sales receiptBride decided that she did not want to have alts done so the seamstress took the pins and and fixed 8/14/12:12:PM*** - Adrienne C*** , Store ***any damages on dressBride came in Sunday to pick up her wedding gown as well as a prom dress that was in altsShe purchased a $prom dress for her customer but the zipper was slightly pulled away from 8/14/12:14:PMthe fabricAlts attempted to fix it but the zipper would have to be replaced and we did not have the correct zipper to replace itthe zipper did however work and and it was not very noticable where the zipper was 8/14/12:15:PM*** - Adrienne C*** , Store ***pulling away from the fabricAlts did suggest that the customer could purchase a zipper from a fabric store and we could fix it thenCustomer called back later extremly upset and asked for customer service number. 8/14/12:17:PM*** - Adrienne C*** , Store ***A stylist was speaking with her and she went to locate the # but by the time she came back to the phone Haley hung up the phone

[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:
Regards,
*** ***

Hello,
Thank you for the
opportunity to respond to the concern
of our customer *** ***We apologize for the inconvenienceIn further
researching the matter, we see *** *** placed on-line ordersOrder #
***, Order # ***, Order # ***, Order # ***, and Order #
***
For order # ***, the returned was processed, and
refunded on 6/4/15, in the amount of $128.97, with reference #***
For order # ***, the
return was processed, and refunded on 7/2/15, in the amount of $128.97, with
the reference #***
David’s Bridal has
processed all returns, and refunded to *** *** accountsIf she has not
received the funds, she will need to contact her financial institutionAgain,
we apologize for this inconvenience
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 *** *** online order #***, and
***, and found the following;
*** *** 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 the opportunity to respond to your concerns
We apologize for this inconvenienceWe further researched the matter, and our
vendor will be contacting you to send you a return label so they can preserve
the dress againAs a service gesture, we have refunded your account
in full in
the amount of $
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,
*** ***

Hello,
Thank you for giving David's Bridal the opportunity to respond
to *** *** *** complaintWe have thoroughly researched *** *** store
purchase at our Raleigh, NC location, and found the following;
Our district
manager Kimberly B*** for our Raleigh, NC location spoke with *** *** on
9/17/We will be refunding the customer $100.00, once the dress is delivered
to the customer home*** *** has agreed to the refund and will be
contacting MsB*** once the dress is delivered to her home, so that we can
process the refund
Again, we
strongly apologize for the inconvenience this has caused the *** ***
Thank you,
Patricia H***, Mgr
Marisa R***, Supervisor
Customer Service at David’s Bridal

January 15,
Revdex.com serving Metro Washington DC & Eastern Pennsylvania (Washington, DC)
K StNW, 10th Floor
Washington, DC 20005-
Phone: ###-###-####
Fax: ###-###-####
Complaint# ***
Re: *** *** *** *** *** ***
Dear Sir/Madame,
Thank
you for giving us the opportunity to respond to the concerns of *** *** Photography
On July 7, 2015, David’s Bridal sent a copy of a fully executed contract to *** *** PhotographyA conference call was scheduled and conducted in August, between Sarah C***, Client Success Manager for David’s Bridal and *** ***
*** *** was pleased with the statistics presented to him as the report presented a 32% “Open Rate”, a 7% “Click Rate” and a “Low Bounce Rate of Returned Emails” which occurred due to minimal typographic errors in the email addressesWhile discussing successful strategies, *** *** requested David’s Bridal provide additional assistance with developing a successful email campaign for his company
In, October, 2015, *** *** contacted Sarah C*** to schedule a follow up call to discuss the partnership between David’s Bridal and *** *** PhotographyUnfortunately, MsC*** was out on a “Leave of Absence” and Sabrina M***, Director of Local Partnerships was contacted
A conference call was held to review customer contacts, amount of bookings and conversion rates with *** *** as he was not seeing the same success rates with comparable vendorsIt was explained that the David's Bridal program is proactive advertising vsreactive (reacting to inbound inquiries)The call was closed with *** *** open to have his standard email communication reviewed by our internal team to provide feedbackIt was also suggested that *** *** Photography schedule in-store monthly visits in a David’s Bridal store of choice to meet with potential clients
*** *** Photography forwarded their promotional email to the Director of Local Partnerships for review and feedback/recommendationsInformation was provided in return to *** *** Photography with extensive reviews and recommendations for their email creativeShortly after, *** *** Photography made several of the recommended changes and sent over the revised creative for additional reviewDavid’s Bridal provided access to guidance and input from a senior member of our creative teamThis is a service not offered to any other vendors
January 15,
Page
In December 2015, David’s Bridal received an email from *** *** from *** *** Photography explaining the results from the David's Bridal program were still unsatisfactory as there was no increase in business volumeHe stated “months and no results is not going to work for themSomething else needs to be done”
The Director of Local Partnerships responded to the email requesting to see any revisions that were made based on the feedback provided by our senior creative representative on 10/30/Additionally, it was reiterated that the David's Bridal program response is a proactive outreach and cannot be compared to other online advertising optionsSince there are no guarantees with marketing it was suggested to contact another photographer who was finding success in the programContact information was provided to *** ***
The contract between David's Bridal and *** *** Photography makes no guarantees to the response the vendor will receive from David's Bridal customersSince our contract requires days’ notice to terminate at the end of a month term, David's Bridal will take this complaint as such notice and insure that the contract between David's Bridal and Mak Rabbit Photography does not renew for an additional term and will terminate effective 6/30/
Sincerely,
CINDY M*** * CUSTOMER SERVICE STORE SPECIALIST
DAVID’S BRIDAL
*** *** *** * CONSHOHOCKEN, PA
PHONE: ###-###-#### I FAX: ###-###-####
EMAIL: CM***@DBI.COM I WEB: DAVIDSBRIDAL.COM

Hello,
Thank you for the opportunity to respond to your concerns
We apologize for the inconvenienceIn further researching the matter, we found
you have contacted us on 7/9/asking for the address
to return the
merchandiseOn 7/12/15, we responded to your email providing you the address
and instruction on how to return the merchandiseThe email address we emailed
was *** If you have not
received this information below we have provided you the address and
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
*** *** ***
*** *
Bristol, PA
Thank you,
Patricia H***, Mgr
Marisa R***, Supervisor
Customer Service at David’s Bridal

Hello,
Thank you for the opportunity to respond to your concernWe
apologize for the inconvenienceCan you please provide us the location where you purchased your dress from, so that we can further research the matter?
Thank you,
Patricia H***, Mgr
Marisa R***,
Supervisor
Customer Service at David’s Bridal

9/21/17Thank you for giving us the opportunity to respond to your daughter's concerns.All our events are filed under the bride's name. Please give me her full name so I can do my due diligence.All our events are filed under the bride's name.Thank You, Nancy, David's Bridal, Contact
Center

August 5, 2014Dear *** ***,Thank you for giving us the opportunity to respond to the concerns of our customer, *** ***, and the purchases her bridal party made from our ***, Texas store.*** *** contacted our office on 5/20/During our conversation she
shared with me her Concerns regarding the dying of her bridesmaid shoesAt this time, her concerns were fully discussed and addressed with the Store Manager at the *** StoreThere are a total of six bridesmaids, unfortunately three of the shoes had to be re-ordered due to a size change and or a dye problemIn addition, the store inadvertently, did not charge the customers our customary $fee for shoe dyeing but charged the customer after the factOn Thursday May 29, it was agreed we would discount the shoes purchased 10% for the inconvenience and as a courtesy refund the $dye chargeAs of June all bridesmaids’ shoes have been picked-up.At this time, we feel *** ***'s concerns have been satisfactorily resolvedIf I can be of any further assistance, please feel free to contact me.SincerelyJill H
Area Customer Service Manager

September 29, Dear *** ***;
Thank you for the opportunity to respond to the concerns of our customer *** *** *** from our ***, NY storeWe apologize to
our customer for any misunderstanding in reference to our sizing and alteration policies.*** *** purchased her wedding gown size in July 2013, at the time she was told she would need alterations to have the gown taken in and bustledIn June *** *** came to the store for her first alterations appointment, the store in an effort to avoid the take in fee had *** *** try on the same cut gown in two smaller sizes, unfortunately after doing it was determined that the size was needed to fit our customer's largest measurement and as a result the take in alterations fee could not be avoidedDavid's Bridal stylists can size customers through taking in measurements or by having the customer try on our in store merchandise, both methods are acceptable practicesGarment sizing must accommodate for the customers largest proportion or measurement, our alterations departments can take in garments up to two sizes; however our garments do not lend themselves to being let outDavid’s Bridal Alterations does not charge for taking in by the the inch only by the task, the task charge is the same whether whether we are taking the garment in one inch or three inches Based on the above information we are not able to honor our customers request for a refund on the cost of her alterations fees.Please contact me if you need any further information.Yours truly,Deborah V.
Corporate Area Customer Service Manager

Hello,
Thank you for giving
David's Bridal the opportunity to respond to *** *** *** complaintWe
have thoroughly researched *** *** online order #***, and found the
following;
On 8/31/15, *** ***
called and left a voice message asking to return her size slip, because
it
was too small
On 8/31/15, our customer
service representative Heather called the customer, and informed her we will be
emailing her the return authorization number and instruction on how to return
the merchandiseBelow you find a copy of the email that was sent to *** ***
Finally, David’s Bridal
has contacted the customer, and provided her all the information
Thank you,
Patricia H***, Mgr
Marisa R***, Supervisor
Email
From
[email protected]
To
*** ***
Cc
Bcc
Subject
*** *** Order *** RMA CRM:***
Email Processed
No
Regarding
*** *** ***
Hello
***,
Thank you for your inquiryPlease return the merchandise
utilizing RMA Return #***, and send the merchandise to the following
address, which is included belowAlso please include the RMA Return
#*** on the outside of the package when sending 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 merchandise, they will Quality Control
inspect it to ensure it is in proper condition to receive as a returnAt
which point it passes inspection, David's Bridal will then issue a refund
to your credit card for the cost of the merchandise
The
David’s Bridal customer service team strives to ensure that each customer
is completely satisfied with their purchase, and hopefully the information
above has done just thatHowever, if you have any questions or concerns,
we are here to help and would love to hear from you! Please feel free to
reply to this email or call us at Option#
Please
Return to:
David’s
Bridal Returns:
Order #*** - RMA #***
*** *** ***
Suite *
Bristol PA, ***
Thank you!
Heather

10/19/16Thank You for giving us the opportunity to respond to *** *** concerns.Please give me the opportunity to do my research. I will get back to you as soon as possible.Sincerely,Nancy F*

10/30/17,Again, we apologize that the cash register froze, and the situation was not handled in a professional manner. The store manager has spoken to all the staff on the way to make sure no one is ever made to fell uncomfortable in our store.Thank you for your patience in this matter.Nancy, David's BridalContact Center

Good Evening *** ***I am in receipt of an email sent to the Revdex.com regarding the recent purchase of a wedding gown in Store ***. If you would, please allow me to research your concerns and contact you tomorrow at the below listed telephone number to discuss your concerns in more detail.I look
forward to speaking with you.SincerelyCINDY M*** I CUSTOMER SERVICE STORE SPECIALISTDAVID’S BRIDALWASHINGTON STREET I CONSHOHOCKEN, PA 19428PHONE: *** I FAX: ###-###-####EMAIL: ***@DBI.COM I WEB: DAVIDSBRIDAL.COMWHATEVER YOU DO, BE YOU #BEYOUROWNBRIDE