David's Bridal, Incorporated

December 20, 2017Dear ***,Thank you for the opportunity to respond to the concerns of our customer *** *** *** regarding the purchase of a Bridesmaids dress in Store #*** Albuquerque, NM location.I have researched the customer concerns and have spoken with the manager on duty regarding the
purchaseDavid’s Bridal has authorized a refund of the bridesmaids dress as the correct size was not available at the time of order and the dress was not able to be altered to fit our customer.The customer will bring the dress into the store location for inspection as the gown must be in pristine condition, tags attached, no odors and not altered to be eligible to receive a full refund.We do apologize for any inconvenience this has caused our customer.Should you have any questions, please feel free to contact me.Sincerely,CINDY MCUSTOMER SERVICE STORE SPECIALIST

Customer placed an online order and the order was cancelled, due to no stock in style *** IvoryThe cancelation notification did in fact take longer than our notification period due to a system upgrade and black out period for physical inventoryWe
apologize for reaching out to the customer so late, however we wanted to be sure the style we are offering would be available in the same sizes that were canceled, A member from our Customer Service team reached out to the customer and left a detailed message 12/23/stating we will offer style *** in the color Biscotti which is similar to Ivory and we have the sizes available that were on the order which was canceled. If the customer wishes to place the order with us, we will approve 50% off the new order and we will mark the order with expedited shipping.We sincerely apologize for the delay in the cancellation and not having an acceptable resolution before todayWe hope the customer will fine this a satisfactory offer

From: Nancy F*Date: Tue, Aug 30, at 1:PMSubject: *** ***#***To: "***"
8/29/
Dear Ms***:
I did receive an email from Ms***, and she said she has been traveling, and was just able to respond to me
She said she still has not received her refund.
We contacted ***, and they said she received a full refund on 8/18/
I left her a voice mail, and sent her an email explaining this
Please let me know if I can be of any further assistance
Nancy F*
David’s Bridal, Contact Center
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,
*** ***
9/5/
Complaint
processed several online orders with Davids BridalCompany is not transparent with online orders processingI placed an order on 8/and paid to have the item overnight/next day only to find out after placing the order that next day is not next dayI received an email five days later stating
that my order was cancelledtried contacting company by phone , email no responsenot only is Davids Bridal not transparent with online policies the in store is not any differentYou are not told nor is there signage that discloses there policyI also purchased some items in store and was told that the items are exchange only after the purchase was complete
Desired Resolution
refund of charges paid to expedite order that was cancelled by company
Consumer Business Dialog

8/29/17Dear ***:Can you please tell me the name of the bride so I can do my research.Again, I apologize for all your challenges.I look forward to hearing from you.Nancy, David's Bridal, Contact Center

Hello,
Thank you for
giving David's Bridal the opportunity to respond to *** *** ***
complaintWe have thoroughly researched *** *** store concerns, and found
the following;
On 8/10/15, our store manager Dana, re-order *** *** the
dress in the color whiteThe dress was
received in our store on 8/26/The
store manager called *** ***, and scheduled a new appointment for 8/29/at
4:PM
At this time David’s Bridal has resolved the issue for the
customer
Thank you,
Patricia H***, Mgr
Marisa 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 as Answered]
Complaint: ***
I am rejecting this response because: Yes, you have continued to call and try to give me a size dress, which I have told you repeatedly would not fitThat size would be too big. I have asked for some kind of compensation & fees for alteration to be taken care of b/c I would not be in this situation if you would train you associates appropriatelyBut because your staff is poorly trained, my sister is coming out here to Saint Louis now for alterations, which is hours out of her way. Your staff is full of nothing but mns, who are rude and have no remorse for when they make an errorAll they are concerned with is texting or fixing their makeup. I am not the only one who has complained about your company but obviously I am the only one who has a brain to do anything about itFunny how you guys can't take a smaller dress and let it out but another alterations company canI sure am glad I didn't purchase my dress through you guysI will NEVER do business with your mnic company again and I will certainly NEVER refer any to you guys eitherTake care and please do not contact me any further
Regards,
*** ***

Hello,
Thank you for the opportunity to respond to *** *** ***'s complaintWe strongly apologize for the inconvenienceWe have further researched this matter with our storeThey had refunded the customer on 3/15/15, for the dress in the amount of $1,150, and the
slip in the amount of $Customer has been refunded in full for both merchandiseAgain, we apologize for the inconvenience.
Thank you,
Patricia H***, MgrMarisa R***, Supervisor
Customer Service at David's Bridal

October 6, Dear Ms, Butts:
Thank you for the opportunity to respond to the additional concerns of our customer, *** *** *** *** from our ***,VA store,
When a customer does contact us to request an exchange, we have strict criteria that we must follow The 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/Our store 1st documented our customers contact in reference to this issue on 9/24/14, five months after purchase; this amount of time exceeds our exchange policy criteriaDavid's Bridal must remain fair and consistent with all our customers We 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 exchangePlease feel free to contact me if you have any further questions
Very truly yours,
Deborah VCorporate Area Customer Service Manager

Hello,
Thank you for
giving David's Bridal the opportunity to respond to *** *** *** complaint
We have thoroughly researched *** *** online order #*** and found the
following;
*** ***
logged in to her David’s Bridal account when placing her on-line order
#*** on
6/11/However, *** *** chose to use her *** account to
pay for the order
Unfortunately,
when a customer selects their *** account for payment, the shipping address
defaults to the address listed on their *** accountIn addition, when a
customer places an on-line order they will receive an email confirmation notifying
them of the items which were ordered, and the shipping information for the
order, which in this case defaulted to the *** shipping address on fileThe
address was then confirmed again when the customer received the shipping
confirmation emailThe default address is a function of *** not of David’s
Bridal online ordering
Thank you,
Patricia H***, Mgr
Marisa R***, Supervisor
Customer Service at David’s Bridal

12/26/16, Dear Mr***:Please give me the opportunity to research this situation, and I will get back to you as soon as possible.I apologize for the lateness of this email; but I have been out of the office due to a family illness.I will get back to you as soon as possible. Thank
You,Nancy , 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 of further researching the situation is satisfactory to meI look forward to hearing from you again
Regards,
*** ***

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 inconvenience.Thank you, Patricia H***, Mgr.Marisa R***, SupervisorCustomer 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 Administratively Resolved]
Complaint: ***
I am rejecting this response because:
I never stated to the company that I accidentally left my items behindI left them behind because I was not told to take them because of alterationsThe store has placed blame on me for the entire incidentAfter my complaint to the Revdex.com, they magically found my itemsMy slip was special order so it is not possible that they just gave me replacement items as a courtesyThey found my items and they are afraid to admit to their mistakesI will not repeat business with this company.
Regards,
*** ***

5/5/17Please give me the opportunity to research this issue. I have been out sick with pneumonia, and this is my first day back.I will get back to you as soon as possible.Thank you for your patience in this matter.Nancy, David's Bridal, Contact Center

May 30, Dear *** ***Thank you for giving us the opportunity to respond to the concerns of our customer, *** ***.In order for ***s claims to be fully researched, I contacted her via e-mail for the name of the bride, which is how all our records are kept, as well
as the store where the purchase was madeOnce *** provided this information, bride *** *** and the store ***, GA, I was able to research her concernsI learned that *** had created a layaway for her daughters bridal gown on February , The layaway was paid in full on February 22, and our customer took the bridal gown homeOn April , *** returned to the store concerned with the condition of the bridal gown.Davids Bridal is an off-the-rack bridal retailerWhen a customer chooses to put a bridal gown on layaway, it is the gown that is in the storeHowever, it is expected that the gown is in pristine conditionA replacement gown was ordered on April 6, 2014, when our customer brought her concerns to our attentionThe replacement gown was picked up on April 22, Based on the above information, we feel ***s concern has been resolvedWe sincerely apologize for any inconvenience this may have caused our customerDue to the inconvenience, we will provide *** with a $price adjustment on the bridal gown*** should contact the store with her payment information so the discount can be processedShould you have any further questions, please do not hesitate to contact us.Very truly yours,

Dear *** ***:Thank you for the opportunity to respond to the concerns of out customer, *** * ***, from our ***, OH store.It is very unfortunate, and we deeply apologize that our employee made an error when exchanging wedding gown styles for *** ***The store did correct the
error and refunded our customer 20% off the cost of her gown for the issue.We ask *** *** to please accept our apologies and know that we take this issue and all customer feedback very seriously.Based on the above information, I believe we were able to address *** ***'s concerns.Please feel free to contact me if you have any further questionsVery truly yours,Deborah VCorporate Area Customer Service Manager

8/21/17I apologize for this situation. Unfortunately, this is the first time I am seeing this email.Please give me the opportunity to do my research and I will get back to you as soon as possible.Thank You,Nancy, David's BridalContact Center

Hello, Customer contacted us on 4/29/15, and left us a voice message stating that she ordered two dresses by mistakeWe emailed the email address ***.com, which is on the customer orderCustomer contacted us again on 5/4/15, and we provided the return authorization number,
and address as to where she needs to return the merchandiseIn further researching the customer was provided a refund on 5/20/15, in the amount of $79.99.Thank you,Patricia H***, Mgr.Marisa R***, SupervisorCustomer Service at David's Bridal

7/5/17Dear *** ***:I will be happy to help you, but unfortunately, I cannot find any orders for you. Are you part of a wedding party or was the purchase made on line?Please let me know so I can get the correct answer for you.Nancy, David's Bridal, Contact Center