David's Bridal, Incorporated

Hello,
Thank you for the opportunity to respond to the concern
for our customer [redacted]...

[redacted]. With researching in the matter, our finance
department has informed us [redacted] will be receiving the mail check 8/6/15,
no later than 8/7/15.
We reached out via telephone to [redacted], and provided
her this information. We also informed her, if she does not receive the mail
check by Friday 8/7/15, to contact Patricia H[redacted] directly.
Again, we sincerely apologize for the inconvenience this
has caused the [redacted].
 
Thank you,
Patricia H[redacted], Mgr.
Marisa R[redacted], Supervisor
Customer Service at David’s Bridal

July 23, 2014
Dear [redacted],Thank you for giving us the opportunity to respond to the concerns of **. [redacted] regarding our [redacted], MN store. I have thoroughly researched the situation as described by the customer.Several of **. [redacted]’s bridesmaids started the...

order process for their bridesmaid dresses back in January 2014. It was explained to **. [redacted] and her bridal party that the particular style and color selected is a 12 week order. Each customer is given an expected delivery date as to when the dress will arrive in the store. Please note the customer has the option of cancelling the order if they are uncomfortable with the expected delivery date given as we understand how close arrival dates can be a great concern for the customer.According to our records, the 8 orders processed for **. [redacted]’s wedding party, arrived on or before the expected date given. If the there is a possibility the merchandise will be delayed, this will be communicated to the customer by the store. This may be the call **. [redacted] is referencing in her complaint made 22 days before her event. However, the merchandise was received on time as initially promised.**. [redacted]’s wedding date was June 7, 2014 and all dresses had been picked up from the [redacted] store. The last 3 dresses that arrived had been in the bridesmaid possession a little over two weeks before the event.**. [redacted] also indicated the wrong sizes were ordered for some of her bridesmaid. However, there is only one return done in the system for a size exchange with the reason being noted the bridesmaid is expecting, therefore, requiring a larger size. There were no further exchanges processed under this party due to size exchange other than the above mentioned.Unfortunately, due to the facts as described above, we are unable to accommodate **. [redacted]s request for a refund on the bridesmaid dresses.We have addressed the concerns raised by **. [redacted] regarding the poor customer service experience she and her wedding party experienced in the [redacted] store as we take these matters very seriously.Should you have any further questions, please do not hesitate to contact me at ###-###-#### Ext [redacted]Very truly yours,


[redacted] Baird <[redacted]>




12:33 PM (2 hours ago)










to vsharpe




 
 
 
 
Dear [redacted],
 
Please accept the attach letter responding to the concerns of [redacted].
 
Regards,
[redacted] Baird
Area Customer Service Manager
1001 Washington Street
Conshohocken, PA 19428
###-###-#### Ext 6784

Hello,
Thank you for the opportunity to respond to the concern of
our customer [redacted]. In further researching the matter, on 7/6/15
we received a voice message from [redacted], asking for the status of the
return. On...

7/6/15, we requested for the return tracking number, and the [redacted] provided [redacted] tracking number [redacted], which show that it was
delivered on 6/30/15. We explained to the [redacted], David’s Bridal return
policy state we have 5 to 7 business days to processes returns. Our system shows we sent the information to your financial
institution on 7/23/15, via reference number [redacted]. We advise that you contact your financial institution for any further questions to your refund.
Thank you,
Patricia H[redacted], Mgr.
Marisa R[redacted], Supervisor
Customer Service at David’s Bridal

Hello,
Thank you for
giving David's Bridal the opportunity to respond to [redacted] complaint.
We have thoroughly researched [redacted] online order #[redacted] and [redacted], and
found the following;
David’s Bridal has refunded both bridesmaid dresses on
9/20/15. 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
full. We also want to apologize for any inconvenience this has caused the
customer.
Thank you,
Patricia H[redacted], Mgr.
Marisa R[redacted], Supervisor
Customer Service at David’s Bridal

September 24, 2014Dear Ms. Butts:Thank you for the opportunity to respond to the concerns of our customer, [redacted] From our [redacted], MI store.[redacted] 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 [redacted] store due to our warehouse  being out of the specific size she needed.As a customer courtesy our [redacted], MI store will refund [redacted] the cost of her shipping charges.
Based on the above information believe we were able to address all of [redacted]'s concerns to her satisfaction. Please feel free to contact me if you have any further questions.Very truly yours,
Deborah V
Corporate Area Customer Service Manager

[redacted] <[redacted]>
9:28 AM (43 minutes ago)
to me, [redacted], 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 [redacted]’s specifications.
 
We will be more than happy to do a spot check, when we are doing the steaming.
 
Again, we are sorry that [redacted] 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,
 
[redacted]
David’s Bridal, Customer Service
 
 
 
 
5/7/2014 4:42:26 PM
[redacted] - [redacted] , Store [redacted]
She tried on the dress to ensure the hem was the correct length, and was shown the bustle. She was instructed by [redacted] to bring the dress back 2 weeks before the wedding so that it will be steamed fresh  
 
5/7/2014 4:41:36 PM
[redacted] - [redacted] , Store [redacted]
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.  
 
5/7/2014 4:41:11 PM
[redacted] - [redacted] , Store [redacted]
appointment on 4/21, she went back and was told by an alterations specialist that her dress wasn't done yet. I went back, and found that the work was done but it was not yet steamed, I explained this to [redacted],  
 
5/7/2014 4:40:23 PM
[redacted] - [redacted] , Store [redacted]
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  
 
5/7/2014 4:39:39 PM
[redacted] - [redacted] , Store [redacted]
[redacted] purchased wedding gown from our store, and had come in 3/16 for a BM appointment. I met her at the tail end of her appointment, and she was upset that her dress had not been spot cleaned.

Hello,
Thank you for giving
David's Bridal the opportunity to respond to [redacted] complaint. We have
thoroughly researched [redacted] store purchase at our Clackamas,...

Oregon
location.
[redacted]
purchased a wedding gown style [redacted], in the color white in a size 2 on 2/18/15,
in the amount of $1099.00. At the time of the purchase [redacted] was
informed all sales are final.
[redacted]
cancelled the order on 3/12/15, and placed a new order for the wedding gown
style [redacted] in the color white, in the size 2, in the amount of $699.99.
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 [redacted] to return the original purchase
for a lesser value item. This is not David’s Bridal standard operation of
procedure. If [redacted] wants to return the merchandise she can return
the wedding gown for a store credit.
Again, we apologize for
the inconvenience this has caused [redacted].
 
Thank you,
Patricia H[redacted], Mgr.
Marisa R[redacted],
Supervisor
Customer Service at
David’s Bridal

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

3/13/17Dear [redacted]:Please give me the opportunity to research your complaint.  I will get back to you as soon as possible,Nancy, David's Bridal

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

Hello,
Thank you for the...

opportunity to respond to the concern
of our customer, [redacted]. We apologize for the inconvenience. In
further researching, [redacted] contacted us on 7/11/15, and left us a
message asking for the status of her return. We contacted her back on 7/12/15,
and left a voice message asking for the return tracking number. On 7/15/15, [redacted], called back and provided the USPS tracking number
[redacted]. We sent the information to our warehouse department. On
7/28/15, our warehouse department processed the return package, in the amount
of $113.53. On 7/28/15, we contacted [redacted], and informed her we
processed the return, and it may take her credit card provider two to five
business days to approve the credit on their side.
If [redacted] has not received the refund we advise
that she contact her financial institution, and provide them the reference
number [redacted]. Again, we apologize for the any inconvenience this
has caused.
 
Thank you,
Patricia H[redacted], Mgr.
Marisa R[redacted], 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 [redacted], and find that this resolution is satisfactory to me now that we have received the refund.
Regards,
[redacted]

Hello,
Thank you for...

giving David’s Bridal the opportunity to
respond to the concern of our customer Danielle Vinson. We have thoroughly
researched [redacted] online order # [redacted] and found the following;
[redacted] placed her on-line order on 7/24/15, for dress
style [redacted], in the color wisteria, size 20.
On 8/6/15, [redacted] created a return merchandise
authorization number [redacted], for the dress.
On 8/13/15, David’s Bridal warehouse processed the return
package, and issued the refund to her Visa credit card, with reference number [redacted], in the amount of $ 151.85.
At this time David’s Bridal has refunded
[redacted] for her return merchandise.
Thank you,
Patricia H[redacted], Mgr.
Marisa R[redacted], Supervisor
Customer Service at David’s Bridal

Hello [redacted],
We apologize for the inconvenience. We are unable to find
any information in our system in regard to the customer matter. Can the
customer please provide us with the style number of the dress, names of whom
she spoke...

with on the phone, and in the store? We also will need the store
location, so that we can send the information to store District Manager correct
the issue. Again, we apologize for the inconvenience in this matter.
Thank you,
Patricia H[redacted], Mgr.
Marisa R[redacted], Supervisor
Customer Service @ David’s Bridal

[redacted] The below complaint was resolved and [redacted] was satisfied with the resolution. I didn’t realize that I didn’t respond on the website with the details. Can this be updated? Also where can I find our current Revdex.com Rating? Thanks in advance for your assistance! Complaint: [redacted] Resolution:·         Amount refunded to [redacted] credit card: $455.20·         Amount paid back by check (Paid in Cash): $1,000·         [redacted] was spoken to and she was satisfied with the outcome and thanked us for the call and for honoring the refund  Complaint: [redacted]I am rejecting this response because: [redacted]'s first choice was to get the money refunded ($1,891.76 total). NO ONE from David's Bridal has attempted to contact either [redacted] or myself. She is in law school and has no time to further deal with this issue. As per David's Bridal Response, [redacted] will call the store and request a full refund to be received  via [redacted] or [redacted] to [redacted], within 10 days of telephone contact, which is today, Wed., Oct. 28, 2015.  Regards,[redacted]  HOLLY C[redacted]  *  [redacted]
 
[redacted]  *  [redacted]  *  [redacted]  *  [redacted]

7/20/16Dear Revdex.com,Please give me the opportunity to research this order. I apologize for all the challenges [redacted] has experienced.I will get back to you as soon as I can.Thank you for your patience in this matter.Nancy F[redacted]David's Bridal, Contact Center

Hello, 
We apologize for the inconvenience. We have reached out to the customer and provided her resolution. Our store has offered her a refund or a store credit, and the customer is to return the dress back to the store. Again, we apologize for this...

inconvenience. 
Thank you, 
Patricia H[redacted], Mgr. 
Marisa R[redacted], Supervisor
Customer Service at David's Bridal

May 20, 2014
Dear [redacted]:Thank you for giving us the opportunity to respond to the concerns of our customer [redacted] and her purchases from our [redacted] and [redacted] stores.**. [redacted] brought her concerns to our attention on March 15,...

2014. At that time, **. [redacted] shared the delivery disparity between our on-line and store divisions. This is not unusual as merchandise must be in the warehouse for an order to be accepted for our on-line division, while we can take orders at the store based on inventory scheduled to arrive. The dress that was ordered in the wrong size was corrected as soon as the error was brought to the attention of the store. It is the nature of beaded dresses that some will fall off. **. [redacted] has been advised that we would like to see her bridal gown as well as her daughter's dress. Once we can verify our customer's concerns, we can make necessary repairs and determine the compensation that is owed to our customer. Unfortunately, we cannot help **. [redacted] until we see the merchandise in question. **. [redacted] did mention that our [redacted] store is the closest to her. I will be happy to make arrangements with them to view and repair the merchandise.Based on this information, we are unable to honor our customer's request for compensation at this time. If you have any further questions, please do not hesitate to contact us.Very truly yours,

Dear [redacted] Please excuse the lateness of this email. It was lost in transit to me. We will be doing the following for you: ·         Refund original shipping·         Sending a pre-paid...

label for you to return the necklace set to us.·         Issuing you a refund for the necklace. Again, we are sorry for this inconvenience. Thank you for your patience in this matter. Nancy F[redacted]David’s Bridal, Contact Center

Hello,
Thank you for
giving David's Bridal the opportunity to respond to [redacted] complaint. We have thoroughly researched [redacted] online order #[redacted], and
[redacted], and found the following;
class="MsoNormal">[redacted] placed her on-line order on 5/5/15 for a special
order dress, style F [redacted], in the color Rose Gold Metallic, size 10, in the
amount of $172.92.
On 8/13/15, the order was shipped out via [redacted] tracking
number [redacted], and delivered on 5/15/15.
[redacted] contacted us on 5/15/15, via email and informed
us she received the wrong style dress.
On 5/22/15 we responded back stating we are researching with
our warehouse to send her a replacement, and requested to [redacted] to email her a
return label so she can return the wrong dress back to us. Our warehouse
responded on 5/29/15 stating they do not have stock to send the customer a
replacement.  On 5/29/15 we called the
customer, and left her a message apologizing that we are unable to send her a
replacement.
On 6/18/15, [redacted] emailed David’s Bridal asking for an
update of the replacement.
On 8/5/15, [redacted] emailed David’s Bridal again asking
for an update of the replacement.
On 8/9/15, David’s Bridal responded to the [redacted] 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 [redacted] credit card. David’s Bridal
issued the refund on 8/9/15 in the amount of $172.92, with the transaction
number [redacted].
On 8/9/15, [redacted], 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 8/9/15 and she informed the agent that
she does not need assistance any longer.
We have checked our system and see [redacted] has placed a
new order on 8/12/15 for a different style dress.
David’s Bridal has refunded [redacted] in full for the order
number [redacted], and provided a discount of 50% off the new order number
[redacted], in the amount of $86.97, with the transaction number [redacted].
David’s Bridal sincerely apologizes for any inconvenience this has
caused to [redacted].
Thank you,
Patricia H[redacted], Mgr.
Marisa R[redacted], Supervisor
Customer Service at David’s Bridal