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:*** *** Photography respectfully declines to contact Sabrina M*** at David’s BridalSabrina is the individual who continuously eluded our calls and failed to respond timely to our emails in the weeks leading up to the filing of this complaintWe find it ironic that only after filing this complaint that Sabrina is now available to discuss the account with usHad David’s Bridal been responsive to our concerns prior to the filing of the complaint with the Revdex.com, it is likely that no complaint would have been filed. We simply would like to terminate the relationship with David’s Bridal effective immediately
Regards,
*** ***

From: Marisa R***Date: Wed, May 27, at 8:PMSubject: Revdex.com Complaint - ID # *** - *** *** ***To: "***@myRevdex.com.org" Cc: Patricia H***
Hello,
We apologize for the inconvenienceIn further researching the matter, our records show the customer was refund was processed to her credit card on 5/12/15, with the transaction number On 5/12/15, this information was emailed to the customerAgain, we apologize for this inconvenience
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 Thank you to DB and to the BBI appreciate DB's attention to this case and their effortsThank you to them for honoring my request
Regards,
*** ***

From: Nancy
F*Date: Thu, Apr 27, at 3:PMSubject: Revdex.com case#*** for *** ***
To: "***@myRevdex.com.org" Cc: "***@***.com" Dear *** ***: I checked your case and see in the notes that a refund had been approved. Can you tell me if they did do this refund for you? I apologize for all the challenges you have experienced. I look forward to hearing from you. Sincerely, Nancy, David’s Bridal, Contact Center

From: Revdex.com of Metro Washington
DCDate: Tue, Jun 28, at 4:PMSubject: Fwd: *** *** refundTo: *** *** ---------- Forwarded message ----------From: *** *** Date: Tue, Jun 28, at 11:AMSubject: Re: *** *** refundTo: Revdex.com , Cindy M*** Good morning MsCindyIt's *** ***I'm forwarding you this email because I received a message from Revdex.com inquiring on the situation with the refundI fully expland to them that as of right now I have not received a refund and that we did speak about it and that the manager on that night would process the full refund of the dressI also expland that once I received the refund that I would be in contact with you and Revdex.com to let them know I got it*** *** in turn told them that I did get my refundAnd I'm simply saying I didn'tI'm not sure if the refund went out in the mail just yet or if it's been submitted but, I'm not going to say I got the refund knowing full well I didn'tI just wanted to bring this to your attention so you know what's going onMaybe you can talk to the store to see if and when it's being sent out in the mailThank you for your time***

From: Revdex.com of Metro Washington DCDate: 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

[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: Although, they are correct in saying that I contacted Davids Bridal on 12/to be removed from the system, they did not actually remove me from the system on that date, as I received emails from Davids Bridal for months afterwardsIn addition, that is not the only time I contacted themI contacted them multiple times before and after that date to be removedAs I stated before, I called in, I clicked the opt-out button, I replied to the emails asking to be removed, and for MONTHS I received emails from Davids Bridal as all my initiatives failed to remove me from the systemOpening this complaint with the Revdex.com certainly has shown to provide some initiative for Davids Bridal to actually remove me from their system as I am currently no longer receiving emails from them (as of only a few weeks ago), however, it did not happen on 12/when I called in, nor all the other times I clicked the opt-out buttonI hope that it doesn't take a Revdex.com complaint for companies to follow the rules, however in this case, I believe that is the only reason I've gotten the results I've been diligently asking for.
Regards,
*** ***

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*** *** *** Thank you for giving us the opportunity to address your
concerns. Unfortunately, our dresses come in folded in half which causes creases. It should have been explained to you that once a dress is altered outside of David’s we cannot be reasonable for its steaming. Because of this inconvenience we would offer you a discount off your gown. In cases like this 20% is the discount we offer. Please let the store know when you will be coming in to get this discount. Thank you for your patience in this matter. NANCY *** * *** ***
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I have contacted the customer regarding her concerns and awaiting response. I will provide an update next week once I have connected with the customer. Cindy M***

Hello,
Thank you for
giving David's Bridal the opportunity to respond to *** *** *** complaint
We have thoroughly researched *** *** online order #*** and ***, and
found the following;
class="MsoNormal">David’s Bridal has refunded both bridesmaid dresses on
9/20/As for alteration, we did not charge alteration for the bridesmaid
that did not receive the correct size dress
At this time David’s Bridal has refunded the customer in
fullWe also want to apologize for any inconvenience this has caused the
customer
Thank you,
Patricia H***, Mgr
Marisa R***, Supervisor
Customer Service at David’s Bridal

From: Marisa R***">Date: Wed, May 20, at 1:PMSubject: Revdex.com Complaints - ID # *** - *** ***To: "***@myRevdex.com.org" Cc: *** ***
Hello ***,
We apologize for the inconvenienceIn further researching *** *** complaintCustomer emailed our on-line customer service team, and they provided the customer the return information for his entire orderThe returns were processed and refunded 5/9/Again, we apologize for this inconvenience
Thank you,
Patricia H***, MgrMarisa R***, Supervisor
Customer Service at David’s Bridal

[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 de Administratively Resolved]
Complaint: ***
I am rejecting this response because:
It was stated that my feedback was forwarded onto the appropriate departments for review I would like to receive a response from them The message also stated that a garment bag is a personal choice, which I understand to a point However, I still think that expensive, precious wedding gowns should be given to brides in a nicer bag than what mine came in I'm not asking for anything fancy and expensive, but just something a little more protective of the dress and also something not clear so that everyone can see it Again, I have purchased several other dresses and garments that have come in better packaging/garment bags than my wedding dress, and I feel that David's Bridal should also extend this courtesy to their valuable customers Also, there was no response about being reimbursed for my garment bag purchase, so I would like to hear back on thatThank you for your time and consideration
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 does not address the issueI am asking that the store resale me the dress at $and they alter it at no cost or they give me the dress and alter it at no cost
Regards,
*** ***

September 24, 2014Dear *** ***:Thank you for the opportunity to respond to the concerns of our customer, *** *** *** *** from our ***, OH Store*** ***'s bridesmaids came in to our store on 3/23/14, after
selecting their dresses three of the bridesmaids were unfortunately in error or the part of a new consultant lead to believe they could use our layaway option to order their dresses.In store layaway is used as a purchase option allowing our customer's installment payments within days on in store merchandise onlyAll dress orders require full payment and full order lead time before an event to be purchasedThe Store Manger upon discovering the error immediately call the customer and inform her, what had transpired, as a result of that conversation *** *** in order to expedite the order transaction decided to pay in full and purchase the three bridesmaids dresses with her David's Bridal Credit cardIn researching *** ***'s event did see that one bridesmaid to exchange for size and another for colorI have informed the store to refund all the bridesmaids $off their dresses for the issues.Refunds are by original method of paymentBased on the above information I believe we were able to address all of *** ***'s concerns to her satisfactionPlease feel free to contact me if you have any further questionsVery truly yours,
Deborah V
Corporate Area Customer Service Manager

1/23/2016Dear *** ***,Thank you for giving us the opportunity to respond to your concerns.Can you please tell me which store this happened in, and what name was your order under. I need this to do my research.Please let me know at your convenience.Sincerely,Nancy, David's Bridal Contact
Center

July 1, *** ***,Thank you for giving us the opportunity to respond to the concerns of *** *** regarding our ***, IL storeI have thoroughly researched the information as described by our customer.*** ordered her wedding dress through the
***, IL store on January 15, and was given the estimated arrival date May 2, Most of our wedding gown orders can take to weeks depending on the style and stock availability in our warehouseThe customer was made aware of this at the time she placed her order.*** returned to the *** store on April 9, to do a size exchange for the same style wedding dressAt the customer's request, the first order was cancelled and the new order was placed for a different size, therefore, changing the arrival date to July 30, 2014.*** called the *** store on May 12, and spoke to the manager on duty to find out if her dress was inIt was explained to the customer the dress would not be arriving until July 30, The customer became upset and told the manager that she was leaving earlier for her destination wedding and needed the dress to be in soonerThe manager informed the customer she would reach out to the corporate office to see if there was anything that could be done to get the dress in soonerOn May 19, 2014, the customer was told we would be able fill her order on or before July 2, 2014.A Corporate Representative received an email from *** on June 16, inquiring about the arrival of her dress again and the customer was given the original date of July 30, Unfortunately, the Representative was not aware of the special request made by the store to expedite *** dressAfter further research the representative was able to confirm the July 2, rush dateThe representative also gave *** the option of cancelling her order if she was uncomfortable with the dress not arriving on timeThe customer declined.Due to the fact that the customer chose to exchange her original dress for a smaller size several months later it would not be reasonable to assume that the arrival date would remain the same.Based on the above facts, we are unable to accommodate the customer request for free alterationsShould the customer wish to cancel her order and receive a refund, she will need to contact the store directly.Should you have any further questions, please feel free to contact me at ###-###-#### Ext ***
*** Baird
1:PM (minutes ago)
to vsharpe
Dear **Butts,
Please see the attach correspondence responding to the complaint file by *** Vasquez
Regards,
*** Baird
Area Customer Service Manager
David's Bridal
Washington Street
Conshohocken, PA
###-###-#### Ext

4/24/17Please excuse the lateness of my email. I have had pneumonia, and have just come back today.Please give me the opportunity to do research on this complaint.Thank You,Nancy, David's Bridal, Contact Center

July 2, 2014Dear *** ***:
Thank you for giving us the opportunity to respond to the concerns of our customer *** ***, regarding her experience with
our ***, MD storeThe situation as described by the customer has been thoroughly researched.*** *** initially contacted our Corporate Office on May 30, At that time she explained when shopping in November, her stylist indicated that *** *** merchandise would “match" our bridesmaids’ colors*** *** is an independent company that has partnered with David's Bridal to offer our customers tuxedos and accessories in colors that complement our bridesmaids' dressesOur customers also receive promotional pricing when using *** *** for the groom and groomsmen's needsOur Stylists are encouraged to recommend *** *** to our brides for their tuxedo needs so they can take advantage of the savingsOur Stylists are trained to advise our customers that *** *** has colors that will compliment or coordinate with our bridesmaids’ colors, not matchThey are fully aware that *** *** is unable to guarantee matchIn researching the customer's statements, learned the Stylist *** *** worked with a seasoned employee who is well scripted and fully aware that we are not able to make such a statement
In addition, when speaking with Katherine in our *** *** location, learned that while she provided the customer my contact information; she didn’t promise her any type of compensationShe did, however, offer *** *** the opportunity to select a different color, which was declinedIn our efforts to attempt to resolve this miscommunication/misunderstanding situation, I have offered the following: • the ability to select another color for her bridesmaids
•the ability to return all the dresses so that she would be free to shop elsewhere• purchase the fabric with a 30% discount after she identified someone that could make the vests and bow ties
All these options have been declined by *** ***Based on the above information, we made every effort to resolve thecustomer's issues in a satisfactory mannerUnfortunately, we are unable to honor her request to have *** *** make the accessories, refund the bridesmaids in full, or provide the fabric at no chargeBefore I had the opportunity to mail my response, I learned that *** *** in, in fact, order the fabric at our *** *** store.Unfortunately, she did not receive the 30% discountThe store will process the discount for the customer when the fabric arrives If we process it beforehand, it would cancel the order
Should you have any further questions, please do not hesitate to contact me.Very truly yours,
Marion M.
Regional Customer Service Manager

*** ***
9:AM (minutes ago)
to me, ***, Store
Dear Ladies:
Thank you for your patience in this matter
I apologize for any service challenges your client has experienced with our
store
As you can see below; the alterations were done, but it was not steamed.
The store has verified that the dress has been altered to *** ***’s specifications
We will be more than happy to do a spot check, when we are doing the steaming
Again, we are sorry that *** *** received incorrect information
We appreciate you letting us know about this situation so we can make sure this kind of situation does not happen again
Sincerely,
*** ***
David’s Bridal, Customer Service
5/7/4:42:PM
*** - *** *** , Store ***
She tried on the dress to ensure the hem was the correct length, and was shown the bustleShe was instructed by *** to bring the dress back weeks before the wedding so that it will be steamed fresh
5/7/4:41:PM
*** - *** *** , Store ***
and also explained that with her wedding date (8/9), that she would probably want it steamed closer to the wedding instead of right now anyways, so that way it is fresh for the wedding
5/7/4:41:PM
*** - *** *** , Store ***
appointment on 4/21, she went back and was told by an alterations specialist that her dress wasn't done yetI went back, and found that the work was done but it was not yet steamed, I explained this to ***,
5/7/4:40:PM
*** - *** *** , Store ***
I apologized and offered to go back and clean it but she had said that she couldn't do that and now she had been pinned for alterations on it because "there wasn't any time"When she came back for her alterations
5/7/4:39:PM
*** - *** *** , Store ***
*** purchased wedding gown from our store, and had come in 3/for a BM appointmentI met her at the tail end of her appointment, and she was upset that her dress had not been spot cleaned

Good Morning Mr***,My name is Cindy M***i and I am located at the corporate office in ***, PA. I received a notification from the Revdex.com regarding an experience you had in a David’s Bridal store and would very much like to assist you.I will need the following information so
that I may research your concerns:Bride’s NameWedding DateStore LocationYour Wife’s NameOnce I have this information I can look into this for you as soon as possible.I look forward to working with you.Cindy CINDY M***I I CUSTOMER SERVICE STORE SPECIALISTDAVID’S BRIDAL*** *** *** * *** ** ***
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*** *** * *** *** WHATEVER YOU DO, BE YOU #BEYOUROWNBRIDE