David's Bridal, Incorporated

Nancy,For your research:[redacted]Davids Bridal @[redacted]St.Peters MO [redacted]I have reviewed the response made by the business in reference to complaint ID [redacted].Regards,
[redacted]

Hello [redacted], 
We
apologize for the inconvenience. Through further research the dress style
[redacted], in the color petal was not on sale for $79.99. The cost of the dress
was $169.00 at the...

time the customer placed her order. Our buyer has confirmed
the dress went on sale for $149.00. We looked at [redacted] order and she
has cancelled the order. We will not be refunding the difference since the
customer has cancelled. Again, we strongly apologize for this inconvenience.
Thank you, 
Patricia H[redacted], Mgr.
Marisa R[redacted], Supervisor
Customer Service @ David's Bridal

December 28, 2015
Dear Sirs/Madame,
Thank you for the opportunity to respond to the concerns of our customer, [redacted], regarding her purchase in Store ** Freehold, NJ store. I have thoroughly researched Ms. Chiappini’s concerns with the Store Manager Janet...

S[redacted].• On January 3, 2015, [redacted] placed an order for discontinued Style #[redacted] White Size 12 and was provided an approximate in-store delivery date on or around April 13, 2015.
• An email was sent to [redacted] advising her ordered arrived in the store. On January 16, 2015 the store was notified the email sent was non-deliverable to the email address on file. The store immediately called [redacted] on January 18, 2015 again on February 1, 2015, February 16, 2015, March 2, 2015 and March 16, 2015 to notify the customer her order was available for pickup.
• On March 18, 2015 the customer arrived in the store, inspected the dress and took it home with her that same day.
• On April 29, 2015, the customer contacted the corporate office stating the gown she received was in less than pristine condition. The store manager spoke with the customer regarding her concerns and offered to provide a replacement dress and also offered to exchange the dress for a different style.
• On 07/12/15 the District Manger Geri B[redacted] contacted [redacted] and offered to exchange the dress for a different style as the customer had the gown in her possession since March 18, 2015 and did stated she had inspected the gown in the store prior to taking the dress home.
• On 07/13/15 we received an email via social media from [redacted] requesting we provide a refund for the wedding gown.
• The corporate office contacted [redacted] as a replacement dress became available in our distribution center and as of today’s date, we have not received a return call from [redacted] regarding the exchange.
Should you have any questions, please feel free to contact me.
Sincerely,
CINDY M.
CUSTOMER SERVICE STORE SPECIALIST

8/29/16
8/29/16, 
 
Please see response I just sent you. I apologize for the delay, but I have been out sick. ...

 
Thanks,
 
Nancy
 
 
Dear
Ms. [redacted]:
 
Thank
you for giving us the opportunity to respond to the concerns of Ms. [redacted]’s
refund.
 
According
to our records, she was refunded the 40.00 on 8/17/16.  If you need
anything further; please let me know
 
Nancy
F[redacted]
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. 
Regards,
[redacted]

June 6, 2014
Dear [redacted]:Thank you for the opportunity to respond to [redacted]' concerns regarding a dress purchased for her bridesmaid that did not arrive at the [redacted] store location as expected. The matter as described by the customer was thoroughly researched....

[redacted]s' bridesmaid, [redacted], purchased style [redacted], biscotti, size 14, on 2/23/14, along with some of the other bridesmaids in this party. This particular dress is a special request color. As such, we do not stock this dress in our distribution center. It was communicated to the customer that special request dresses take approximately 12 weeks to obtain from the time of payment.The customers dress arrived at the [redacted] store on 5/16/14. The customer was immediately contacted. On 5/20/14, [redacted] returned to the store to pick up her special ordered gown. At that time, she noticed her dress was the incorrect style. It appears the dress ordered for the customer was ticketed with the correct style that she ordered, however, it was the incorrect dress. It was documented that the dress was misticketed. The store immediately reordered the correct dress for the customer, as they did not have a replacement dress to provide to this customer. Because the style ordered generally takes approximately 12 weeks to obtain, it was noted the customer was advised it would take another 12 weeks to have the dress made for her.On 5/30/14, the bride, [redacted], contacted the customer service department. After investigating the customers concerns, we were able to find style [redacted], biscotti, size 14, for the Customer at another of our store locations. The dress was immediately transferred to the [redacted] store. The customer was contacted today, /6/14, to let her know her bridesmaid dressarrived and is ready for pick-up.Although we do apologize for any inconvenience we may have caused this customer, it appears the matter has been resolved. If I can be of any further assistance, please feel free to contact me.Very truly yours,

From: Nancy Fenn<[redacted]@dbi.com>Date: Tue, Apr 4, 2017 at 11:42 AMSubject: 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]: Thank You for giving us the opportunity to respond to your claim. I have asked our internet department to refund you the 12.95 in shipping charges to your home.  You should see this on your account in three to five business days. In regards to your shipping charge back to us, that cannot be refunded. I hope this helps you.  Again, we are sorry that you were not happy with the order. Thank you for your patience in this matter. Nancy, David’s Bridal, Contact Center

This company is a joke! That is all I have to say.

Hello,
Thank you for
giving David's Bridal the opportunity to respond to [redacted] complaint. We have
thoroughly researched [redacted] on-line order #[redacted], and found the
following;
On 8/20/15,
[redacted] left a voice message asking for the return authorization...

number
for her order.
On 8/20/15,
we called [redacted] back, and informed her we have created the return
authorization number, and we emailed her the information with the instruction
on how she needs to return the merchandise.
Finally, David’s Bridal has provided the return information
to the customer.
Thank you,
Patricia H[redacted], Mgr.
Marisa R[redacted], Supervisor
Customer Service at David’s Bridal

10/3/16Dear [redacted],First, I apologize for all the challenges your experienced.  At your convenience, can you please tell me the name of the bride, and in which store this took place. In our stores, everything is filed under the bride's name.I look forward to hearing from you.Thank...

You,Nancy F[redacted]David's Bridal

5/24/17 Please give me the opportunity to do research on this complaint. I will get back to you as soon as possible. Nancy, David's Bridal, Contact Center

Good Evening [redacted]I am in receipt of an email sent to the Revdex.com regarding the recent purchase of a wedding gown in Store [redacted].  If you would, please allow me to research your concerns and contact you tomorrow at the below listed telephone number to discuss your concerns in more detail.I look...

forward to speaking with you.SincerelyCINDY M[redacted]  I  CUSTOMER SERVICE STORE SPECIALISTDAVID’S BRIDAL1001 WASHINGTON STREET  I  CONSHOHOCKEN, PA 19428PHONE: [redacted]  I  FAX: ###-###-####EMAIL: [redacted]@DBI.COM I  WEB: DAVIDSBRIDAL.COMWHATEVER 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 did have a conversation with **. [redacted] about the 12-month interest free promotion, but also informed her that her sales associate, [redacted]. as well as the manager on duty BOTH CONFIRMED this.  It should not be the customer's fault that both the sales associate and the manager LEFT OUT THE FACT that it was for "photography" purchases only.  As I stated to **. [redacted], I clearly know the difference between a photography purchase and a bridal gown/veil purchase, and would assume the sales associate and manager would too.   But for the fact that both [redacted]. and management told me MY PURCHASE would be 12-months interest free, I wouldn't have opened an account!!! I could NOT afford a $179/month payment, but could afford a $89/month payment.  If you review my credit card payment history, you'll see that I was making payments of $89/month based on the information provided by David's Bridal employees.
I also told **. [redacted] that I did not see any signage anywhere in the store about this promotion.  When I asked her why the sales associate or the manager did not point out this signage to me (when I asked about any credit card promotions), she told me it was "human error!"  So is this common procedure for David's Bridal employees and management????  They do not need to be aware of promotions and give ACCURATE information as long as there is a so-called sign???  And when a situation like this occurs, the motto is to "blame the customer!!!"
Since I stepped foot into that store in June of 2013, I have yet to receive consistent information from any 2 employees (see 3 examples below)!!!! 
(1) One of my bridesmaids dresses needed to be re-ordered due to size (the sales associate had us order a dress that was too big for her).  When the dress came in, I was told the dress would be held 7-10 days.  I called the store the following Saturday, spoke with [redacted], who told me she would hold the dress until the following weekend.  The following weekend arrived, we had some family issues and when I called the store (spoke with an African-American woman whose name I cannot remember), I was told that [redacted] shouldn't have told me that the dress would be held and that the dress would be returned if not picked up within the time limit.  Since I didn't want the dress to be returned, I went to the store that Saturday to pick it up and I'm told by a third person (sitting at the reception desk-[redacted]?) that "paid items are never returned," but instead the customer is called and the dress can be shipped for a fee of $15.
(2) I was told by one employee that "each time you make a purchase, you will receive a [redacted] card."  On April 5, 2014, I was in the store making a purchase and asked [redacted]. if I could have a [redacted] card.  She responded I should have received one at the time my gown was purchased.  After explaining what I was told, she did not seem too willing to give me one and told me they were out of them.
(3) I called the store previously to inquire about timing of getting my bridal gown steamed and was told I could have my dress steamed one week before the wedding, which I was happy to hear.  However, when I went for my alterations appointment on April 5, I learned that this is NOT the case and that my dress will be steamed AFTER the alterations have been completed, when I'm required to try the dress on again!!  This is not satisfactory to me!! 
Another example of being misinformed... When I was purchasing my bridal gown, my consultant told me that [redacted] could dye ties to match the cornflower blue bridesmaids dresses.  Yet when I attended a bridal show, employees of [redacted] told me that is NOT something they could do.
Is it any wonder why I do not have any confidence in what I'm told by employees of this company??  I am not a "Bridezilla" by any means, but I am not giving up on this matter either.  It's clear, by this complaint and the examples noted above, that David's Bridal employees are not on the same page about anything--including credit card promotions!!!  I should not be financially penalized because your employees are misinformed, and do not provide ACCURATE or CONSISTENT information!!!!! 
As I mentioned previously in this complaint, I have paid my David's Bridal credit card in full in order to avoid additional finance charges.  I request, again, that I am refunded the $116.55 in finace charges.Regards,[redacted]

If I were allowed to give negative "stars" for my rating, I would. This was the worst experience I've EVER had as far as customer service goes. Originally, my sister-in-law to be had scheduled our appointment for a late afternoon on a Wednesday. She 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 dress. We 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 least. The 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 out. We had printed out images of the dresses (approximately 6) that had the name written across the top of the page as well. She grabbed two dresses, gave them to me, and walked away without saying a word.
As 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 2 hours as we tried to find certain dresses in the correct sizes. The woman walked past us multiple times, sometimes seeing us struggle, and didn't say a word to us.
Finally, we ended up asking someone else for help who was extremely friendly, however she wasn't much help because she was from the alterations department. Moving on, we asked another woman who turned out to be the manager. She quickly checked the computer to see if we could get the dress we wanted in my size and color before the date of the wedding. While waiting to hear back from her, our snotty assistant returned just to see which dresses I wanted her to put back on the rack. At 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 interaction. By 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 store. This 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 us. Being treated like complete sm and like we weren't worthy of anyone's time was not how we hoped the day would go.
We had had enough of this c[redacted] and wanted to walk out, however David's Bridal is the only store that carries the color we needed. Although we ended up buying the dress, our service was horrendous from both the assistant and the manager. They both had terrible attitudes and spoke to us like we were sm, in addition to rolling their eyes at us countless amounts of times. To think that this place is supposed to be a business where brides and bridesmaids can find dresses for the special day is a joke. I 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 staff. The fact that I couldn't wait to call the corporate office and give this review should say a lot. If 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 go. I hate that I found the dress I loved here and I hate that this woman probably gained commission off of my purchase. I will never enter this location again and I will make sure to inform everyone I know of this despicable experience.

1/31/17Dear [redacted]:I also let you a voice mail.  Please follow the directions below, and we will be happy to send you a mail check.First, I apologize for all this inconvenience.  Listed below is what I need you to do.Please send us the original store credit.  Keep a copy for your...

records.  Once we get the original store credit we will void it out of the system.Please include the address you want the check sent to, and the proper spelling of your name.Please mail this store credit to David's Bridal [redacted]., Conshohocken, Pa [redacted], attn:  Sales Audit, NancyOnce we get this, we will get the check cut and out to you as soon as possible.If you have any questions or concerns, please let me know.Again, I am sorry for all these challenges.Sincerely,Nancy, David's Bridal

Company final position -
 
The Store Manager recognized the error and contacted the customer. The Store was informed by home office to refund $20.00 off all the bridesmaid dresses for the issues the customer endured, Refunds are by the original method of payment. The company's position is final no other compensation will be provided.

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. While I understand now that the business was not going to provide a return shipping letter, I want to point out that I never received any email confirming my RMA request had been received, approved, or provided with a return address to ship to. I was unable to get a hold of anyone at the company about my purchase for over a month and therefore felt no choice but to contact the Revdex.com. I have since found similar complaints online regarding this same experience. I hope you can convince this company to improve its business practices.
Thank you for helping me resolve this issue.
[redacted]

From: Nancy F[redacted]<[redacted]@dbi.com>Date: Mon, May 15, 2017 at 2:28 PMSubject: FW: [redacted] #[redacted]To: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>Dear [redacted]:For some reason the email address on the complaint will not go through.  We did refund her on...

5/9/17. Thanks, NANCY F[redacted]  I  CUSTOMER SERVICEDAVID’S BRIDAL[redacted]  *  CONSHOHOCKEN, PA [redacted]PHONE: ###-###-####, EXT. [redacted]  I  FAX: ###-###-####EMAIL: [redacted]@DBI.COM I  WEB: DAVIDSBRIDAL.COM

[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]

[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 for taking the time to look into my complaint further. I look forward to hearing from you. 
Regards,
[redacted]