David's Bridal, Incorporated

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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,
*** ***

From: Nancy F*Date: Tue, Feb 28, at 1:PMSubject: #*** for *** ***To: "***@myRevdex.com.org" Cc: "***@***.com" Dear *** ***: Listed below is a copy of the order Md*** gave us. There
is no record of a dress. The customer purchased a gown, that cost 275.59. The charge never went through on our endAs this was a discontinued gown, and a final sale. Unfortunately, when we went to fill the order, there were no pieces left The only charge for MsVeranne was for her veil and comb. I can authorize the refund for the veil, but the comb was a final sale. I apologize for this inconvenience, but this happens when a purchase is made on discontinued items. Please let me know if we can be of any further assistance. Please look below, and you will see the purchases. Thank You, Nancy, David’s Bridal, Contact Center Hello Nancy,Here are the screen shots for order ***Customer’s dress was canceled and she was only charged for the items that shipped outOnly money that we received was in the amount of $50.33, the dress of $was never charged as it was canceledWe only charge once an item leaves our warehouse (unless it is a special order which this is not)Since this item was canceled it would have never shipped out so the dress would have never been chargedShe could be seeing a temporary hold made by her bank, but that is something she will need to bring up with them as David’s Bridal never charged her for the dress.Thank you,

From: Nancy F*
Sent: Friday, September 09, 3:PM
To: '*** ***'
Cc: ***@myRevdex.com.org
Subject: RE: *** *** - Fwd: You have a new message from the Revdex.com
of Metro Washington DC & Eastern Pennsylvania complaint #***
Dear *** ***:
Thank you for giving me the opportunity to help with **
***’s concerns
I
have highlighted below some of the problems *** experienced. As you
can see below in green, it is noted that there was a problem at the front desk,
and that only members of management will help them
9/4/
*** - *** *** , Store ***
*** and *** had a poor experience
with us at front desksaid everyone else was very helpful and said michael
was helpfulIf any bridesmaid comes in, can ask for Stephanie and I will
help them
Below
I have highlighted in yellow, the 20% off the dress, that was to be put
towards a veil. Since *** paid by a *** credit card, we will be
refunding her on this credit card. We can’t issue store credit on this
particular credit card. She will get her money back, but it will be in
the form of refund
9/4/6:59:PM
*** - *** *** , Store ***
corporate approved 20% off dress,
instead will pick out a veil and will take it from dress to veil will come
in for alts fitting
There have been event comments
added
3. Below, I have
highlighted in blue, that they have offered *** free shipping of her
gown. There is also a note saying that Ms*** will be paying for all
the dresses
9/4/6:54:PM
*** - *** *** , Store ***
offer *** free shipping to her csi
There have been event comments added
9/4/6:52:PM
*** - *** *** , Store ***
bride will be paying for all bmds
dresses
Perhaps, we should have entered all the bridesmaids names,
not just ***’. It may not have been confusing that way, and we would
not have asked the wrong questions to the bridesmaids
Needless to say, we are very sorry to everyone concerned, and
hope that going forward all will run smoothly
Again, thank you for giving me the opportunity to help you
Nancy F*
David’s Bridal, Contact Center
From: *** *** [mailto:***@***.com]
Sent: Friday, September 09, 1:PM
To: Nancy Fenn
Subject: Re: *** *** - Fwd: You have a new message from the Revdex.com
of Metro Washington DC & Eastern Pennsylvania complaint #***
*** *** and it was the store in Ontario California
Sent from my ***
On Sep 9, 2016, at 9:AM, Nancy F*
wrote:
Dear *** ***:
First, I apologize for all your service challenges. To
further do my investigation of this issue, can you please provide me with the
Bride’s name, and the store in which this happened
I look forward to hearing from you
Sincerely,

[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:
due to the time delay and issues that arose with David's bridal (getting ahold of them, finding time to call them back, promo code issues and waiting), I was able to find a similar dress through another bridal store.
Regards,
*** ***

9/25/17Please give me the opportunity to research tis situation to research this matter, and I will get back to you.I apologize for this inconvenience,Thank You,Nancy, David's Bridal, Contact Center

From: Cindy M***Date: Tue, May 31, at 10:AMSubject: Complaint #*** - *** ** *** - ResponseTo: "***@myRevdex.com.org" Good Morning ***, I have been working with our customer *** *** and we have offered to
return all of her items. The time it took to connect and resolve this issue was a little longer than planned. The customer is happy and we have sent a prepaid return label to her to return the merchandise. Can you mark this as resolved in the system and update the website? I tried responding however it appears to be closed. Please let me know this has been marked as we responded. Thanks,Cindy

8/21/17Dear *** ***:First, I apologize for your challenges.I am having a hard time finding your order. Was your dress ordered under another name or spelling.I can't find any order out of the Green Bay Store under your name.Please let me know so I can do my due diligence.Thank you,Nancy,
David's Bridal; Contact Centet

Good Afternoon Sir/Madame,
I have sent an email to the customer requesting her to contact me and provide the event information/event holder so that I can research her concerns in more detailI sent the emails to the customer on 02/24/16, 02/26/and also left a telephone message for the
customer on 03/01/to return my call
Once I have this information needed from the customer I can provide a formal written response
Thank you,
Cindy M***
Customer Service - Store Support Specialist

From: Nancy F*Date: Tue, Oct 11, at 10:AMSubject: *** *** #***To: "***@myRevdex.com.org" Dear *** ***: I emailed *** *** on 10/3/asking for the name of the bride, and which store she had the bad experience. To date, she has not responded to me. If you hear from her, please let me know. Thank You, Nancy F*David’s Bridal, Contact Center

[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 for the following reasons:The customer should be aware of the implications of choosing *** before they confirm this payment option. The confirmation I received did not call-out this exception or change and David's Bridal should have no reasonable expectation that a customer would know to look for this on their confirmation receipts of any kind, due to first reason I listed. I received no customer service, support or explanation as to what happened to my dress, or how to track it down, until I filed this report. Roughly a week after filing this report, I finally connected with someone from David's Bridal on the phone, who denied the possibility of *** having any influence on my shipping address....which is the opposite of what you're telling me here.
Regards,
*** ***

Dear *** ***:Please give me the opportunity to research this further. Unfortunately, the person I need to speak with is out sick today. I will get back to you as soon as I can.Thank you for your patience in this matter.Nancy, David's Bridal, Contact Center1/23/

I was told to order my bridesmaids dress months in advance for my friend's wedding to ensure the dress would be shipped on time I ordered my dress before becoming very sick The medicine I was prescribed causes a lot of weight gain Because I gained weight, I had to order a new dress because the dress I previously bought did not fit me I tried to exchanged the dress (never worn and still had tags), but since it was past days, they would not let me exchange the dress

From: Nancy F*Date: Wed, Sep 13, at 9:AMSubject: *** *** #***To: "***@myRevdex.com.org" Dear *** ***: Please see below. The store took care of this customer. Hopefully, this will help resolve this issue. Hi Nancy, We have refunded 20% off the dress and full alterations amountThank you 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

From: Revdex.com of Metro Washington DC
Date: Fri, Aug 1, at 8:AM
Subject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***
To: *** ***
---------- Forwarded message ----------
From: *** ***
Date: Fri, Aug 1, at 7:AM
Subject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***
To: [email protected]
you may close the complaint I know the store will not do anything I will never go there againthanks

4/24/17Please accept my apology for this late response. I have been out sick with pneumonia, and have just come back. Please let me do my due diligence, and I will get back to you as soon as possible.Sincerely,Nancy, David's Bridal, Contact Center

Hello,
Thank you for the opportunity to respond to your concerns
We apologize for the inconvenienceIn further researching the matter, we
received an email from you on 6/23/asking for the return authorization
numberThe email
address on this email is ***
On 7/5/15, we emailed you the return number ***In this email we provided
you the instruction and address where you need to return the merchandise back
tooIf you have not received this email below we have provided you the address
to the warehouse and the 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
RMA# ***
*** *** ***
Conshohocken, PA
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 Administratively Resolved]
Complaint: ***
I am rejecting this response because:
The company still has no responded in regards to my complaints that have been made including David's Bridal ordering the wrong size dress, unfriendly customer service, lack of response to customer complaints, and being lied to about when items were shipped inPlease see aforementioned complaints
Regards,
*** ***

From: Nancy F*Date: Tue, Oct 25, at 2:PMSubject: *** ** *** #***.To: "***@myRevdex.com.org" Cc: "***@***.com" Dear *** *** Thank you for giving us the opportunity to respond to
*** ***s complaint. I can’t find the order under your name *** ***, we need the name of the Bride, and the store in which the purchase was made. All our orders are filed this way. If you let me know this I can do more research. I will tell you that It is our company policy, as is the special occasion industry, that all sales are final. This is also printed at the bottom of our receipts. We only do an exchange if the dress has been out of the store days or less. If longer, we cannot do any kind of exchange. Thank You, NancyDavid’s Bridal, Contact Center

May 6, Dear ***, Thank you- for the opportunity to respond to *** ***'s concerns regarding a bridesmaid dress she purchased from our ***, PA storeThe matter as described by the customer was thoroughly researched.*** visited our
*** store on 3/29/During that visit, she selected style *** in the color mint to wear in the wedding of *** ***It was noted that the customer was sized, and she decided to order the size 4, as the size would be a bit too large, and she was attempting to purchase a dress that would, hopefully, not need any alterations.The special ordered dress arrived at the store on4/ll/14, and the customer was contactedShe picked up her dress on 4/14/14.On 4/27/14, weeks after picking up her dress, **! *** returned to the storeAt that time, she stated the dress was a bittight across the bust Because the wedding was scheduled two weeks later, on 5/11/14, store personnel advised *** that they would gladly re-order the next size, however, because the order was needed in a very short time-frame, there would be a $rush fee to obtain the next sizeThe customer stated she did not wish to pay the $20.00, and she was also concerned that the next size would be a bit too large, and might require alterations, which would be an added expense for the customer,; She requested a refund in full, as she no longer wanted the dress.David's Bridal sells to a final sale in all of our stores nationwideThis statement is printed on all receipts, it is reiterated on our website, arr - stated on signage in our storesIn an effort to be fair and consistent to all of our customers, we generally do not make exceptionsWe were, however, willing to exchange the dress for the next size for the customer at her requestOn 4/28/14, *** contacted customer serviceShe again requested a refundDuring that conversation, an offer was made to waive the rush fee, however, the customer would need to decide which size she wished to obtainIt was determined in store, as well as during that conversation, that perhaps, she was in between sizes*** turned down our offer to exchange her dress.Unfortunately, we are unable to grant ***'s request for a refund for the bridesmaid dress she purchased in our ***, PA storeIf I can be of any further assistance, please do not hesitate to contact me.Very truly yours,

[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 was asked to bring the bridal down to the store for repairs not so the dress could be reviewed as to whether or not compensation would be offeredI do not have a problem bringing both dresses to the store so that someone could look at the damagesHowever, at this point repairs on the dress would be irrelevant as the wedding has passedIf someone can make arrangements with the store I will bring the dresses in
Regards,
*** ***