David's Bridal, Incorporated

November
5, 2015Dear
*** ***:Thank you once again for the opportunity to respond
to *** ***s concerns regarding the purchase and return of Style ***
Soft White Size 16. As stated
previously, the situation as described by the customer was thoroughly
researched with Lori-B*** the Assistant Manager in our Kennesaw, GA
storeIn our previous response, our records indicate *** ***
placed an order for her wedding gown on September 28, and returned to the
store for pion October 18, 2015. While
trying on the gown it was discovered the gown was small and not fitting
properly. Unfortunately Style ***
Soft White is only available for purchase up to a size 16.The alterations team consulted with our customer and
suggested the installation of a corset which would be an additional charge of $150.00. *** *** was not pleased with the
additional costs and made the decision to return the dress for a complete
refundUnfortunately, we are unable to accommodate the
customer’s request and provide a wedding gown and alterations at no
charge. However, because of the
customer’s disappointment we will extend a one-time offer and allow *** *** to re-purchase Style *** Soft White Size for original sale price
of $plus taxes. Should *** *** accept this offer, she will need
to contact the Store Manager by November 25, 2015. After this date, we will assume the offer has
been declined and it will no longer be valid.If I can be of further assistance, please do not
hesitate to contact me.Thank
you,Holly
C***, SrDirector Customer Service

I am extremely aggravated in which the way my dress order was handledMy sister chose a fairly new style dress for her entire bridal partySince I was in the process of losing weight, I did not want to order my dress when the rest of the party did & was advised that I had time to do soAfter losing a decent amount, I decided to place my orderUpon calling the store, the dress was discontinued & they did not have any available in stock from sizes smaller to sizes biggerI questioned why my sister would not be made aware that the dress was being discontinued & one of her bridesmaids was left to orderThe response that I received was that her 'event' was opened in another store & it was the initial store's responsibility to contact her, not where we all tried on & the other members purchased their dressI find that hard to believe, if not ridiculousI went online & saw that there were available in her color but either sizes larger or sizes smaller than what I needed - I opted for the larger knowing that it could be taken inI placed my order on 5/I did not receive notification until yesterday (5/24) that my order had been canceled due to lack of on hand stock availability to fill my orderThis isn't an order for an everyday t-shirt or something trivial - this is a bridesmaid's dress for my sister's wedding of which I am now not able to be a part ofI think it is absolutely ridiculous that (a) a new style dress, that obviously was very popular if no sizes/colors are available, is already discontinued (b) my sister was not informed that it would be discontinued (c) I was able to place an order online for the color, albeit sizes too large, and later be advised that it cannot be fulfilledThe manner in which this whole thing was handled speaks volumes of their customer service & business practices as a wholeThey obviously care nothing of satisfying their customer's needs as below is the response that I rec'd from them:
Thank you for your inquiryWe sincerely apologize for the inconvenience and the miscommunication from the storeAs far as your online order, once the order is placed we try to fulfill the order from the warehouse firstIf the warehouse does not have it the order is filtered to our storesIf the stores showing for the dress is not available or damaged the order will be canceledOur website does state orders can be canceled if the merchandise is not availableThis also is not a new styleIt's been around for some time nowWe do not make the decisions to discontinue dressesIf the vendor decides to not make the dress anymore we have to discontinue the styleAgain I apologize this information was not relayed to your sisterIf you have any further questions feel free to contact us again

9/19/16Dear *** ***:On 9/9/16, I contacted *** ***, and *** *** about the missing wedding gown. *** *** is our liaison with Memories Gown Preservation.On 9/12/16, *** *** said she spoke to *** ***. It appears that *** *** had received two gownsOne of them not
being hers. *** ***, asked her to return it to the company. They would pay for the return shippingThey also refunded her the money she paid for the preservation kit. Listed below is the letter that was sent to *** ***.9/12/(sent by *** ***, wedding gown preservation company)Dear *** ***: We have yet to receive the gown that was sent to you in error. Please confirm that you have shipped the gown. If you need another shipping label we can send it by email or mail it to you. I can even arrange a *** pick up to your home. Please respond with the method of return that you choose, as we need the return of the garment ASAP as it is the property of another customer.As of 9/19/16, the customer has not responded to either myself or *** ***. We are trying to get this resolved in a timely manner. Please let us know if you get a response. Nancy F*, David's Bridalknow if you get a response

***
*** *** *** *** *** *** * ***
*I had sent you both an email on 5/16/17, stating that we would do the refund; as your dress has not arrived in the store yet.The store said they had been trying to reach you to get this done. Please call them as soon as possible
to get your refund back.*** *** I hope this gets to you, as I am now concerned that you are not getting my emails.Any questions or concerns, please let me know.Nancy, David's Bridal, Contact Center

This company is so hard to get a hold of if you have any type of issue For me, I just ordered some shoes that didn't fit at all and in order to return the shoes you have to get an RMA number from the companyI tried calling several numbers and left numerous messages along with several emails with not as much as an automated responseI did everything I was supposed to to get the information that I need..I thought that maybe I'd be able to get through to them via facebook but they deleted my comments and I haven't heard a thing I did a little more looking on their facebook page and nearly every comment on there is how they are unreachable It has been nearly a month of trying to return these shoes and I haven't heard a thing!!! Either no one is on the other side of things or they are just a company taking advantage of nearly all of their patrons Something needs to be done about this company as they are ripping almost everyone off!

Hello,
Thank you for giving David's Bridal the opportunity to respond to *** *** ** *** complaintWe have thoroughly researched *** *** store purchase at our *** ** location, with our store manager Bridget, and our store district manager Kristin, and found the
following;
David’s Bridal will help the customer to receive the size 8, but we have not been able to get in contact with the bride *** to ensure that this is what she wantsOnce *** reaches out to the store we can assist the customer with the exchange
Thank you,
Patricia H***, *** *** *** *** *** *** ** *** ***

From: Nancy F*Date: Wed, Aug 10, at 10:AMSubject: *** ** *** Revdex.com complaint#***To: "***@***.com" Dear *** ***: First, I apologize for the lateness of this email. Unfortunately, I just received it today. As you can see below, you have been opted out of vendor calls. We do notify all the vendors, but there can be a lag in them responding to us. If you are still receiving calls or emails, please let me know, and I will contact them. Again, I am sorry for any inconvenience you experienced. Nancy F*David’s Bridal, Contact Center David’s Bridal , Contact Center

Hello,
Thank you for the opportunity to respond to your concernsWe apologize for the inconvenienceWe researched this matter further for you, and see that you contacted us on 6/18/15, and left a voice messageOn 6/18/15, we contacted you back in regards to the status of
your on-line return for order #***We have informed you it can take to business days, the call was disconnectedDavid's Bridal return policy, on the Process for Returning Merchandise, step three, say "Once received at our facility, your return will be processed within to business days."
If this time has passed, we request the customer to provide us with return tracking information.
We will like to resolve this matter for youCan you please provided us with the return tracking number, so that we can research further you?
Thank you,
Patricia H***, MgrMarisa R***, Supervisor
Customer Service at David's Bridal

7/14/16 Thank you for giving us the opportunity to respond to Ms.***'s concerns. Since she did not give the name of the bride; I will reach out to her, to get this information. I have also reached out to the store about this consultant.As soon as I get this information; I will
get back to you. Thank you for your patience in this matter. Nancy F*David's Bridal, Contact Center

4/24/17Please forgive the lateness of my reply. I have been out with pneumonia, and have just come back.I will do my investigating and get back to you as soon as possible.Nancy, David's Bridal, Contact Center

July 30, Dear *** ***:Thank you for giving us the opportunity to respond to the concerns of our customer, *** ***, and her purchase from our Norfolk, VA store.*** ***'s request has been fully researched| learned that *** *** purchased her wedding gown on
December 2, and picked the gown up on January 2, *** ***'s wedding wasscheduled for October 13, At this time, *** ***'s gown has been out of the store for more than two and a half years.David's Bridal has an “all sales are final” policy that is standard within the bridal and special occasion industryThis information is posted at our cashwrap, on our website and printed on our receiptsWe rarely make exceptions to this policyDavid's Bridal cannot be held responsible for changes in a customer's plans.Based on this information, we are not able to honor *** ***'s request to allow the return of her wedding gownShould you have any further questions, please do not hesitate to contact us.Very truly yours,Marion M
Regional Customer Service Manager

Hello,
Thank you for giving
David's Bridal the opportunity to respond to *** *** ** *** *** complaintWe have
thoroughly researched *** *** *** store purchase at our Clackamas,
Oregon
location
*** *** ***
purchased a wedding gown style ***, in the color white in a size on 2/18/15,
in the amount of $At the time of the purchase *** *** *** was
informed all sales are final
*** *** ***
cancelled the order on 3/12/15, and placed a new order for the wedding gown
style *** in the color white, in the size 2, in the amount of $
The standard operation for
David’s Bridal is to have the customer return the merchandise for an exchange
for equal or greater value, or provide a store credit
The resolution is as
follows, David’s Bridal allowed *** *** *** to return the original purchase
for a lesser value itemThis is not David’s Bridal standard operation of
procedureIf *** *** *** wants to return the merchandise she can return
the wedding gown for a store credit
Again, we apologize for
the inconvenience this has caused *** *** ***
Thank you,
Patricia H***, Mgr
Marisa R***,
Supervisor
Customer Service at
David’s Bridal

If I were allowed to give negative "stars" for my rating, I wouldThis was the worst experience I've EVER had as far as customer service goesOriginally, my sister-in-law to be had scheduled our appointment for a late afternoon on a WednesdayShe was told that it would be the perfect time to come in because they were always slow during the week (not like we really cared because we needed to get the dress regardless)When we arrived, they were anything BUT dead, but again, we didn't care because the wedding date is soon approaching and we needed to get the dressWe were "assigned" one of the workers to our group who was supposed to help get us measured, find the dressed we wanted to try on, and help us get into them at leastThe woman assigned to us came and took my measurements - saying: "Arms up, feet together." NOTHING ELSE WAS SAID until we then showed her which dresses I wanted to try outWe had printed out images of the dresses (approximately 6) that had the name written across the top of the page as wellShe grabbed two dresses, gave them to me, and walked away without saying a wordAs if things weren't going poorly enough, our assistant never came back to see how our dresses were working, but instead ignored us for the next hours as we tried to find certain dresses in the correct sizesThe woman walked past us multiple times, sometimes seeing us struggle, and didn't say a word to usFinally, we ended up asking someone else for help who was extremely friendly, however she wasn't much help because she was from the alterations departmentMoving on, we asked another woman who turned out to be the managerShe quickly checked the computer to see if we could get the dress we wanted in my size and color before the date of the weddingWhile waiting to hear back from her, our snotty assistant returned just to see which dresses I wanted her to put back on the rackAt this point, we were so mad because she wanted nothing to do with us, looked down her nose at us, and rolled her eyes at us multiple times during this short interactionBy the time the manager came back, she informed us that the only dress that would be available in my size and the needed color, was a floor model from another storeThis led us into new problems because who really wants to purchase the floor model? As we pondered on about what we were going to do, we overheard, the woman who was assigned to work with us, TALKING ABOUT US TO A COWORKER! Let me add that MULTIPLE employees were just standing around while we we searched for help and while we clearly had no one really working with usBeing treated like complete sm and like we weren't worthy of anyone's time was not how we hoped the day would goWe had had enough of this c*** and wanted to walk out, however David's Bridal is the only store that carries the color we neededAlthough we ended up buying the dress, our service was horrendous from both the assistant and the managerThey both had terrible attitudes and spoke to us like we were sm, in addition to rolling their eyes at us countless amounts of timesTo think that this place is supposed to be a business where brides and bridesmaids can find dresses for the special day is a jokeI don't believe that all of the locations are as terrible as this one, but I definitely think that they need to revamp their entire staffThe fact that I couldn't wait to call the corporate office and give this review should say a lotIf you're looking for someone to make you feel like garbage while you're trying on dresses for your big day, then this is definitely the place to goI hate that I found the dress I loved here and I hate that this woman probably gained commission off of my purchaseI will never enter this location again and I will make sure to inform everyone I know of this despicable experience

September 24, 2014Dear MsButts:Thank you for the opportunity to respond to the concerns of our customer, *** *** *** From our ***, MI store.*** *** contacted our store on 6/15/14; she requested her
shipping charges be refund for shoes she had to purchase over the phone with our *** *** store due to our warehouse being out of the specific size she needed.As a customer courtesy our *** ***, MI store will refund *** *** the cost of her shipping chargesBased on the above information believe we were able to address all of *** ***'s concerns to her satisfactionPlease feel free to contact me if you have any further questions.Very truly yours,
Deborah V
Corporate Area Customer Service Manager

Not only did they not offer to refund this purchase, but they even made a point to say I could not exchange it. This is a very poor effort on their part. They will be losing my rental business for my wedding[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,
*** ***

7/26/17 Please let me do research on this, and I will get back to you as soon as possible. Thank You, Nancy, David's Bridal, Contact Center

6/12/17To date, we have not offered any resolution, as we cannot find this order in our system. I have written the customer twice, asking for name the order would be under, and the store in which the complaint took place.As of today, the customer has not responded to me. I will be able to help as soon as I get this information.Thank You,.Nancy, David's Bridal, Contact Center

From: Nancy F*Date: Wed, Jul 20, at 4:PMSubject: *** *** #***, Revdex.com complaintTo: "***@***.com" Cc: "***@myRevdex.com.org" Dear *** ***: First, I apologize for any inconvenience you
experienced. The only order I could find in the system is listed below. Can you please give me the exact size, and style that you had the problem with ? I look forward to hearing from you. Nancy F*David’s Bridal, Contact Center David’s Bridal , Contact Center

From: *** ***Date: Thu, Jun 2, at 11:AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: *** *** Good MorningI sincerely Thank You for your time and concerns of this matter.I would Greatly Appreciate Rebuttal since I have not received the Sash as was mentioned.Overall, the complaint is exactly what it isAdvertising.The Sash is Not the same on the dress as advertised for the dressNor is the Sash advertised on that picture is the same style number.Thanks AgainRebuttal*** *** ***

8/2/Called the customer to discuss what happened with this order. Unfortunately, I had to leave a message. I am going to email her now, and get more information regarding this order
Nancy F*