David's Bridal, Incorporated

From: Nancy F[redacted]<[redacted]@dbi.com>Date: Thu, Mar 23, 2017 at 11:15 AMSubject: [redacted] # [redacted]To: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>Cc: "[redacted].com" <[redacted].com>Dear [redacted]: I verified this morning that your refund for 105.79 was processed and you should see it on your credit card by the weekend. Thank You for your patience in this matter. Nancy, 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 [redacted], and find that this resolution of further researching the situation is satisfactory to me. I look forward to hearing from you again.
Regards,
[redacted]

[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. 
Regards,
[redacted]

From: Nancy...

F[redacted]<[redacted]@dbi.com>Date: Thu, Apr 27, 2017 at 3:26 PMSubject: Revdex.com case#[redacted] for [redacted]
To: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>Cc: "[redacted].com" <[redacted].com>Dear [redacted]: 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

[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.  Thank you to DB and to the BB. I appreciate DB's attention to this case and their efforts. Thank you to them for honoring my request .
Regards,
[redacted]

We regret that [redacted] had the experience she described and would like to rectify the situation for her immediately. We have attempted to contact [redacted] several times and have been unsuccessful. We will honor the 20% off promotion but need to speak to her in order to make this...

happen. Please have [redacted] contact us back at her earliest convenience. Thank you for bringing this to our attention.
Sincerely, Holly C[redacted]. Director, Contact Center Operations

May 31, 2016   [redacted] Revdex.com serving Metro Washington DC & Eastern Pennsylvania (Washington, DC) 1411 K St. NW, 10th Floor Washington, DC 20005-3404 Phone: ###-###-#### Fax: ###-###-####   Complaint#[redacted]   Re:  [redacted]   Dear [redacted],  ...

Thank you for the opportunity to respond to the concerns of our customer **. [redacted] regarding her online purchase on David’s Bridal’s website.  I have researched [redacted]’s purchases and have included the details below: Order Date:  04/28/16 Order #[redacted] – Cancelled due to lack of inventory available. Style #:[redacted] Color: Ivory Size:  14___________________________ Total $99.00 + tax & shipping = $103.18 Order Date:  05/27/16 Order #[redacted] – Scheduled to ship from our Distribution Center on Wed, June 1, 2016. Style #: [redacted] Color: Ivory Size:  14____________________________ Total $139.99 + tax & shipping = $131.31 Once our customer has received Order #[redacted] and is pleased with her purchase, we will be more than happy to apply a discount of 40% to her [redacted] credit card. [redacted] will need to contact Angela D[redacted] in our Customer Service Department at: ###-###-#### so the discount/refund can be processed. Should you have any questions, please feel free to contact me. Sincerely, cindy m[redacted]  I  customer service store specialist DAVID’S BRIDAL 1001 WASHINGTON STREET  I  CONSHOHOCKEN, PA 19428 PHONE: ###-###-####  I  FAX: ###-###-#### EMAIL: [redacted]@dbi.com I  WEB: DAVIDSBRIDAL.COM

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*Please see the email below about your discount. We truly apologize for the...

inconvenience you experienced. Hopefully, this will now be resolved. Thank You for your patience in this manner.  [redacted]  *  [redacted]
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[redacted]  *  [redacted]
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[redacted] #BEYOUROWNBRIDE [redacted]
[redacted] spoke with [redacted] yesterday and resolved this issue of the other dress, it needed an override code and we finally received it. I spoke with and told her we will give all the BM a 10% discount and she was fine with that.

This is the company's final position. 
Unfortunately, due to the time that passed since the
customer made her purchase.  David's
Bridal has an “All Sales are Final” policy, which is consistent with the
industry standard in the bridal and special occasion business.  This statement is printed on the purchase
receipt, garment hangtags, it is stated on the signage at our cash wrap counter
and on our website.  There are rare
occasions when we make an exception and issue a store credit.  Our ability to do this based on several
factors, one being the timeframe between purchases and the customer’s request.
According to our records, the merchandise was paid for
February 11, 2014 and taken home on March 4, 2014. Due to the length of time
that has passed, we are unable to accommodate the customer’s  request to return the merchandise.  The customer may want to consider placing an
ad in the newspaper, taking the merchandise to a consignment shop or listing it
on line.

I went with my sister in law to buy her dress and we were going to have it shipped to her house but the associate advised against it so we decided to pick it up in the store. About a month later it was dropped off at her house in GA. The associate guessed her size which the final dress ended up being huge on her. When she called they told her all sales were final and it was her issue to deal with. I will NEVER recommend David's Bridal to anybody and I will make sure to tell all of my friends not to waste their time there. Very poor customer service.

Good Evening Ms. [redacted],I am in receipt of your email sent to the Revdex.com regarding your recent orders.  I have researched our systems and see 2 orders we’re actually placed on our website.  I have listed the order #’s above for your reference.  It appears the email addresses we’re...

slightly different on the orders as well which I believe caused a bit of delay for the refund.  I have spoken with the Manager from online team and the following refund was processed today:Order #[redacted]                Total Order with Tax =$67.46Return #RMA [redacted] –              $49.95 + Tax $3.62 = $53.57                                              ...⇄ $12.95 +$3.62 = $13.89 Shipping + Shipping Tax = $13.89                                     ...⇄ Total Refund $67.46 (Processed today)Should you have an any additional concerns, please feel free to contact me at the below telephone number.Again, I apologize for the delay.Cindy CINDY M[redacted]  I  CUSTOMER SERVICE STORE SPECIALISTDAVID’S BRIDAL[redacted]  *  [redacted]  *  [redacted]  [redacted]                    WHATEVER YOU DO, BE YOU #BEYOUROWNBRIDE

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: I do no feel the store did all they could . I would like this published that other customers can see it.
Regards,
[redacted]

Hello, We strongly apologize that you have rejected the answer to the complaint. We further researched the matter, and the store have provided us a transaction number [redacted], for the credit to your account dated on 3/15/15. Attached we have provided you a copy of this transaction. Please note the high lighted area reflect the refund credit. Again, we strongly apologize for this inconvenience.Thank you, Patricia H[redacted], Mgr.Marisa R[redacted], SupervisorCustomer Service at David's Bridal.

From: Nancy F[redacted]<[redacted]@dbi.com>Date: Thu, Apr 27, 2017 at 3:01 PMSubject: Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #[redacted] for [redacted]To: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>Cc: "[redacted].com" <[redacted].com>Dear [redacted]...

[redacted]: Again, I apologize for this inconvenience.  We have contacted [redacted], and the package has been lost. We have credited your account today for 86.67.  It should take 3 to 5 days for this credit to show up on your account. Thank you for your patience in this matter. Nancy F[redacted]David’s Bridal, Contact Center

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

[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

Attn: [redacted]
Fax: ###-###-####
Revdex.com Complaint for [redacted]
ID#
sans-serif;">[redacted]
Customer called us on 2/14/15 and left a
voice message asking for the status of her order. Customer order was returned
back to our warehouse on 2/16/15. On 2/14/15, we have requested to our
warehouse to reship the customer order. Through further research our warehouse
did not send the replacement. Customer reached out to us again on 2/25/15
asking for the status of her refund. However, our employee did not follow
through with the standard process which delayed the processing of the refund. We
sincerely apologize for this inconvenience. We have processed a full refund to
the customer’s account for the two on-line orders #[redacted] and #[redacted], for
the total amount of $89.61.
Patricia H[redacted], Mgr.
Marisa R[redacted], Supervisor
Customer Service @ David’s Bridal

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:  When the wedding dress was purchased we were not aware that there was a stain on the dress.  The dress was sold as new, not discounted for a known defect.  We ended up using the dress because by the time we realized the dress was defective, David's Bridal would not guarantee that we could get another dress in time for my daughter's wedding.  David's Bridal is incorrect in stating that we knew the dress was defective.  We purchased the dress at the full price that was listed on the dress only to find out that we were sold a defective product.  I believe a $200 refund is reasonable considering these circumstance.
Regards,
[redacted]

[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. 
Regards,
[redacted]

July 22, 2014
Dear [redacted],Thank you for giving us the opportunity to respond to the concerns of [redacted] and our [redacted], Ml store. I have thoroughly researched the situation as described by the customer.On January 10, 2014 comments were added to the bride's...

event regarding a call received by bridesmaid, [redacted] to the store. It stated that **. [redacted] felt they were told a 10% discount on all bridesmaid dresses would be honored at any time. However, **. [redacted] was informed there was a misunderstanding and the assistant manager had stated the discount would apply to the bridesmaids who purchased their dresses during the time when the promotion was running. Any orders placed after that time frame would not be entitled to the discount. The Bride [redacted] was having her bridesmaid purchase in several David's Bridal locations.On November 30, 2014 the [redacted] store clearly indicated in the bride's event what two styles her bridesmaids were to wear. The notes state the first 3 bridesmaids were to order the color mercury and the other 2 were to order Pewter. Unfortunately, because party members were ordering from different locations, the other locations did not read the notes thoroughly in the bride's event. This is what caused the mix up in ordering the wrong colors. The [redacted] location immediately accepted responsibility for the error, although the error did not occur from their location. They explained to **. [redacted] they would do whatever they needed to do to correct the mistake. The bride decided she would keep everyone in the mercury color; this lead to [redacted] having to exchange her Pewter dress to mercury.In the process of attempting to exchange the dress for **. [redacted] the store encountered several challenges. We do realized the error made with the bridesmaid dresses caused an inconvenience to the bride and her party which is why we offered to do an adjustment of $20.00 off each dress. However, when **. [redacted] was notified that her mercury dress was ready for pick-up she refused to return the pewter dress in exchange which is why the store did not release the dress to **. [redacted]'s mother when she came in to pick up the dress. In addition, **. [redacted] was due a refund of the difference back to her credit card because of the price adjustment. She also refused to give the store her credit card information to apply the refund. The store had no choice but to put the customers refund in the form of a store credit.David's Bridal has accepted the responsibility for the errors made on our behalf. We have also worked diligently with the bride and her party to rectify these mistakes. We feel we have done everything we could to resolve the matter. Again, we apologize for any inconvenience this has caused.Should you have any further questions, please do not hesitate to contact me at ###-###-#### Ext [redacted]Very truly yours,


[redacted] Baird <[redacted]>




6:55 PM (17 hours ago)










to vsharpe




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

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 response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]