David's Bridal, Incorporated

September 30, 2014Thank you for the opportunity to respond to the concerns of our customer, [redacted], from our [redacted], LA store.We apologize to [redacted] for any misunderstanding in reference to her...

bridesmaid style. When a customer orders merchandise with David's Bridal depending on the style/color, the arrival date can vary from 6 to 15 weeks to arrive in store. Our store did have a bridesmaid style on record for our customer however; unfortunately when the dress was to be order our customer stated it was the incorrect style. The style [redacted] stated was the correct dress and color requires a full 12 week order time.
Our store would be happy to help our customer select a bridesmaid style and color that can be ordered in time for her event. As a courtesy we would like to offer our customer $20.00 off each bridesmaid's dress she purchases for her 10/4/14 event.
We ask [redacted] to please accept our apologies along with the bridesmaid dress discount in reference to this issue. Please accept our apologies and know that we that this issue and all customer feedback very seriously.
Yours truly,
Patricia H.
Ecommerce Manager

[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]

11/10/14 - The customer was experiencing trouble while on our website and was not seeing the promo code deduct the shipping cost on her order. 
11/11/14 - One of our associates called [redacted] and informed her we...

will issue a credit of $11.90 directly to her credit card used for the purchase once her merchandise ships. The customer expressed satisfaction with the resolution.

9/12/17Dear [redacted],Thank you for letting us know about your concerns.  My associate Christine has emailed you the RMA information.  We will be happy to do this return for you.I apologize for this inconvenience.Sincerely,Nancy, David's Bridal, Contact Center

Dear Better Business,[redacted]On 5/24/16, we reached out to the store in Hattiesburg, MS.The store confirmed that [redacted] bought her gown right off the floor.  There was no stock in the gown she had chosen.I also verified with the store that they had no contact with [redacted]...

over this matter.We then called [redacted], and asked if she wanted us to try and get her another size.  She refused, as she had the original gown altered.I asked her if she saw at the bottom of all our receipts it says " Alterations are a separate charge".  She said that she never looked at the receipt.  I then asked her if we could be of any further assistance, and she said no.Thank You for giving us the opportunity to speak to this customer.  Please let me know if I can be of any further assistance. Nancy F[redacted], Customer Service

9/19/16Please give me the opportunity to find out what the store did.Thank You,Nancy F[redacted]

From: Revdex.com of Metro Washington DC <[email protected]>Date: Fri, Aug 12, 2016 at 3:03 PMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [redacted] <[redacted]@myRevdex.com.org>----------...

Forwarded message ----------From: [redacted]<[redacted].com>Date: Fri, Aug 12, 2016 at 2:54 PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: Revdex.com <[email protected]>I would like to cancel this complaint - my issue was resolved.

July 16, 2014
Dear [redacted],Thank you for the opportunity to respond to [redacted]'s concerns regarding a...

bridal gown she purchased at our [redacted] store location. The matter as described by the customer was thoroughly researched.[redacted] purchased style [redacted], white, size 14, on 8/4/13. She paid $199.99 for the gown. Records indicate the customer purchased and took home her gown on that day. The total amount including a garment bag and tax came to $225.75.On 3/27/14, the Customer Service Department was contact by the [redacted] store management team. We were advised [redacted] returned to the store, and stated she left her gown at the store in August of 2013 per instructions from her consultant. David’s Bridal does not store gowns for customers. Customer owned merchandise is taken home on the day of purchase, unless the merchandise must be ordered. Records indicate [redacted]'s gown was purchased and taken home the same day. Furthermore, the gown she selected was a discontinued style, and no longer available.Although records indicate [redacted] took home her gown on the day of purchase, in the interest of good customer service, a decision was made to give the customer two options:• She could select another bridal gown priced up to $300.00 – David's would absorb an additional $100.00 cost, as we realized it might be difficult for the customer to find another gown in her price-range.• She could receive a refund in full.[redacted] opted to obtain a full refund. A mail check was immediately processed for the customer.Although we do apologize for any confusion regarding our offer to allow [redacted] to reselect another bridal gown, there was never any offer made at any time to give [redacted] a credit for $100.00 toward any othermerchandise.If I can be of any further assistance, please feel free to contact me.Very truly yours,Heidi M

From: Nancy F[redacted]<[redacted]@dbi.com>Date: Tue, Feb 21, 2017 at 3:24 PMSubject: #[redacted]To:...

"[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>Cc: "[redacted].com" <[redacted].com>Dear [redacted]: Thank you for giving us the opportunity to respond to your concerns. I have contacted the store and they are faxing me over the alterations ticket.  I have also asked them to provide me with a time line in regards to your purchase and alterations. If possible, can you fax or email me pictures of your gown.  I would like to see what went wrong. Thank you for your help in this matter. Sincerely, Nancy, David’s Bridal, Contact Center

From: Nancy F[redacted]<[redacted]@dbi.com>Date: Wed, Jun 21, 2017 at 3:22 PMSubject: [redacted]To: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>Dear [redacted]: I have checked with the store about [redacted]’s alterations concerns. When we do the initial fitting, the customer...

is given the alterations ticket, which has the price on it.  Our prices are in the same price range as most private salons. There is additional work being done on the dress and is being picked up at the end of the month. We apologize if there was confusion about the cost of these alterations. Thank you for giving us the opportunity to respond to [redacted]’s concerns.  At this point we have done everything to insure this dress will fit her properly.  NANCY F[redacted]  I  CUSTOMER SERVICEDAVID’S BRIDAL1001 WASHINGTON STREET  I  CONSHOHOCKEN, PA 19428PHONE: ###-###-####, EXT. [redacted]  I  FAX: ###-###-####EMAIL: [redacted]@DBI.COM I  WEB: DAVIDSBRIDAL.COM  
            
 WHATEVER YOU DO, BE YOU #BEYOUROWNBRIDE

[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]Her name is [redacted]

See Attachment:

June 8, 2016
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 Sirs/Madame,
Thank you for the opportunity to respond to the...

concerns of our customer, [redacted] regarding her purchase in Store #** Tonawanda, NY. I have thoroughly researched [redacted]’s concerns with the Store Manager Julie B[redacted].
On May 21, 2016, [redacted] purchased the following item:
• Style [redacted] Size 2 $229.95 + tax
After speaking with our customer, David’s Bridal granted and processed a refund on June 3, 2016 to [redacted]’s debit card ending in [redacted].

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

From: Nancy F[redacted]<[redacted]@dbi.com>Date: Wed, Aug 10, 2016 at 10:34 AMSubject: [redacted] Revdex.com complaint#[redacted]To: "[redacted]@[redacted].com" <[redacted]@[redacted].com> Dear [redacted]: First, I apologize for the lateness of this email.  Unfortunately, I just received it today. As you can see below, you have been opted out of vendor calls.  We do notify all the vendors, but there can be a lag in them responding to us. If you are still receiving calls or emails, please let me know, and I will contact them. Again, I am sorry for any inconvenience you experienced. Nancy F[redacted]David’s Bridal, Contact Center David’s Bridal , Contact Center

April 14, 2016
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 with David’s Bridal..
On March 1, 2016 – Online Order #[redacted] – An order was placed for Style [redacted] Ebony Size 16
On March 4, 2016 -Online Order #[redacted] shipped to the customer.
On April 1, 2016 – An RMA was issued to the customer to begin the return process of the item.
Once the item is received at our distribution center and has passed a quality inspection the return/credit is processed to the customer’s credit card.
On April 14, 2016 – The item was deemed returnable and the return was processed to the customer’s credit card.
When speaking with a member of the customer service team today, the customer was instructed to contact her financial institution to confirm the funds have been returned to her account.
Should you have any questions, please contact me.
Sincerely,
CINDY M[redacted] 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

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. I received an email from Nancy and will in contact with her. At the same time I was informed by my friend (The Bride) that she received a phone call from the store and they made an apology, offered another appointment with someone else for better service, and offered to let me return my dress. I am 100% satisfied with them rectifying the situation and I appreciate them  doing all in their power to make this better. 
Regards,
[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have the answer to their response.The location of the business is as follows:David'd Bridal Ottawa [redacted], Ottawa, ON [redacted]###-###-####Regards, [redacted]

[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 would actually like to file a new complaint or file another complaint, on this existing case. I received the dress last week, much to my disappointment. The dress was a completely different shade than what I tried on/saw in the store, the dress has a large strips of boning in the chest area (which wasn't in the dress model, in the store) and the dress is much larger than the size the store representatives (Santa Maria, CA) informed me to order. The same exact  thing has happened to one of my fellow bridesmaids and we are extremely disappointed. With less than 2 months to the wedding, we're going to have to get the dress altered and the boning taking out of the chest area. I'm very disappointed and frustrated that my dress was delayed 3 times and now I have to get it altered to such an extreme extent. Luckily, the bride likes the lighter shade of gray that the dress arrived in (as opposed to the dark charcoal gray we thought we were ordering, when in the store). The whole dress has to be taken in drastically and the chest section has to be altered to the boning...I'm not happy at all about having to spend MORE money and time on this unexpected expense.
Thank you,
[redacted]

[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 as Answered]
 Complaint: [redacted]
I am rejecting this response because: The "boss" never handled this situation. Someone called me ONCE and promised to call me back once they found out more information. I never heard from this company again. NO ONE has gotten in touch with me, to include a boss, nor addressed my complaint, locally or otherwise. This has been dragging on for months with just empty run-around from this company. They have not provided a date/time/place, in which they have contacted me, nor a phone number by which they have contact me at. I have not received an email, phone call, voice mail, letter, etc., from this company, other than to sell me something else. 
Regards,
[redacted]

From: Nancy F[redacted]<[redacted]@dbi.com>Date: Mon, May 15, 2017 at 2:19 PMSubject: [redacted] #[redacted]To: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>Cc: "[redacted].com" <[redacted].com>Dear [redacted] I just checked with our ecomm department and you were credited on 5/9/17. Sometimes it can take seven to ten days before it appears on your credit card. Please let me know if I can be of any further service. NANCY F[redacted]  I  CUSTOMER SERVICEDAVID’S BRIDAL1001 WASHINGTON STREET  I  CONSHOHOCKEN, PA 19428PHONE: ###-###-####, EXT. 4771  I  FAX: ###-###-####EMAIL: [redacted]@DBI.COM I  WEB: DAVIDSBRIDAL.COM              
 WHATEVER YOU DO, BE YOU #BEYOUROWNBRIDE