David's Bridal, Incorporated

June 25, 2014Dear **. [redacted]:Thank you for giving us the opportunity to respond to the concerns of our customer, [redacted], regarding her experience with our [redacted], MD store. The situation as described by the customer has been thoroughly researched.**. [redacted]...

initially contacted our Corporate Office on May 30, 2014. At that time she explained when shopping in November, 2013, her stylist indicated that Mens Warehouse merchandise would "match" our bridesmaids' colors.Mens Warehouse is an independent company that has partnered with David's Bridal to offer our customers tuxedos and accessories in colors that complement our bridesmaids' dresses. Our customers also receive promotional pricing when using Mens Warehouse for the groom and groomsmen's needs. Our Stylists are encouraged to recommend Mens Warehouse to our brides for their tuxedo needs so they can take advantage of the savings. Our Stylists are trained to advise our customers that Mens Warehouse has colors that will compliment or coordinate with our bridesmaids' colors, not match. They are fully aware that Mens Warehouse is unable to guarantee match. In researching the customer's statements, I learned the Stylist **. [redacted] worked with a seasoned employee who is well scripted and fully aware that we are not able to make such a statement.•In addition, when speaking with [redacted] in our [redacted] location, I learned that while she provided the customer my contact information; she didn't promise her any type of compensation. She did, however, offer **. [redacted] the opportunity to select a different color, which was declined. In our efforts to attempt to resolve this miscommunication/misunderstanding situation, I have offered the following:•    the ability to select another color for her bridesmaids•    the ability to return all the dresses so that she would be free to shop elsewhere•    purchase the fabric with a 30% discount after she identified someone that could make the vests and bow tiesAll these options have been declined by **. [redacted]. Based on the above information, we made every effort to resolve the customer's issues in a satisfactory manner. Unfortunately, we are unable to honor her requests to have Mens Warehouse make the accessories, refund the bridesmaids in full, or provide the fabric at no charge.Before I had the opportunity to mail my response, I learned that **. [redacted] in, in fact, order the fabric at our [redacted] store. Unfortunately, she did not receive the 30% discount. The store will process the discount for the customer when the fabric arrives. If we process it beforehand, it would cancel the order.Should you have any further questions, please do not hesitate to contact me.Very truly yours,

May 5, 2016     Revdex.com serving Metro Washington DC & Eastern Pennsylvania (Washington, DC) 1411 K St. NW, 10th Floor Washington, DC 20005-3404 Phone: ###-###-#### Fax: ###-###-####   Complaint#: 11400136   Re:  [redacted]   Dear Ms. [redacted],   Thank you for...

the opportunity to respond to the concerns of our customer, Ms. [redacted]'s regarding her purchase with David’s Bridal.   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 all purchase receipts and appears on signage at our cash wrap counter.   It is always very difficult when a customer asks us to make subjective judgments regarding exceptions, as our mission is to be consistent, equitable and fair to our customers nationwide.   We are unable to accommodate Ms. [redacted]’s request for a full refund of $145.94 for the veil, tiara and shoes which we’re purchased on February 18, 2016.   Should you have any questions, please contact me.   Sincerely,     cindy m[redacted]  I  customer service store specialist   DAVID’S BRIDAL [redacted]  I  CONSHOHOCKEN, PA 19428 PHONE: ###-###-####  I  FAX: ###-###-#### EMAIL: [redacted] I  WEB: DAVIDSBRIDAL.COM

Hello,
Thank you for giving David's Bridal the opportunity to respond
to [redacted] complaint. We have thoroughly researched [redacted] store
purchase at our Raleigh, NC location, and found the following;
Our district
manager Kimberly B[redacted] for our Raleigh, NC location spoke with [redacted] on
9/17/15. We will be refunding the customer $100.00, once the dress is delivered
to the customer home. [redacted] has agreed to the refund and will be
contacting Ms. B[redacted] once the dress is delivered to her home, so that we can
process the refund.
Again, we
strongly 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

June 12, 2014 
[redacted], We responded to the customers request immediately and provided a return label and authorized her order to be refunded in full.

[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]

[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 for the following reasons:
1. The customer should be aware of the implications of choosing [redacted] before they confirm this payment option. 
2. 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. 
2. 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. 
3. Roughly a week after filing this report, I finally connected with someone from David's Bridal on the phone, who denied the possibility of [redacted] having any influence on my shipping address....which is the opposite of what you're telling me here. 
Regards,
[redacted]

The store personnel resolved the issue in store on 10/25/2014 when thecustomer went back into the store to reselect her gown. The gown the customer ended up selecting [redacted] White size 18W was higher...

in price then her original purchase, The customer was upset due to all the issues she experienced she felt she should not have to incur the additional cost. Due to the significant difference in price they needed the District Manager to approve the transaction as an even exchange which was completed on 10/25/2014.According to the store notes, the customer left the store satisfied with the outcome. To the customer and Revdex.com, my sincerest apologies for the delayed response to the case, as we believed it was closed on the 10/25/2014. We hope the customer is satisfied with her selection and the overall resolution.
Patricia H
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 I called to work with the manager she was rude to me once again. That's why I submitted this in. It's never ending with everyone I have dealt with in that store. 
Regards,
[redacted]

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 shipping charges for her online purchase for which she received a less than pristine item.
I have thoroughly researched our customer concerns and approved/processed a refund in the amount of $7.35 to her [redacted] credit card.
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

My first experience was horrible. I had a 6:30 appointment scheduled to come in and look for dresses. I've previously been browsing online, so after waiting about 15mins for the associate at the front deck to even acknowledge my presence, after driving 45 mins to this store location, I asked if I could get a sample dress altered at the store. She was polite and stated that she wasn't sure, but she would get a member of management to answer me. After waiting another 10-15 mins the manager came and very sarcastically stated "No we don't, if you read the fine print it states that dresses are sold as is". She was very rude, and honestly after that I left. After driving 45 mins back home after a wasted trip, I actually DID read the fine print that CLEARLY states that alterations CAN be done for a fee (That I was willing to pay). My 1st impression of this company is severely tainted. Not only was a "member of management" rude and condescending, she was incorrect. Her attitude and unwillingness to help has changed my opinion of David's bridal. How can I feel comfortable spending money with a company and feeling as though they will make my "Special Day" special and they don't even want to help get me in the door or make me feel comfortable.

7/11/17Dear [redacted]:Please let me do further research, and I will get back to you as soon as possible.Thank You,Nancy, David's Bridal

Dear [redacted]: I have reached out to the store and they said at your convenience, please bring in the dress to have them look at it. Also, please bring the item that was left in the dress. They really need to see what went wrong.  Thank you for your patience in this...

matter.  NANCY F[redacted]  I  CUSTOMER SERVICEDAVID’S BRIDAL[redacted]  *  [redacted]  *  [redacted] *  [redacted] WHATEVER YOU DO, BE YOU #BEYOUROWNBRIDE

Hello,
Thank you for the opportunity to respond to your concern. We
apologize for the inconvenience. Can you please provide us the location where you purchased your dress from, so that we can further research the...

matter?
Thank you,
Patricia H[redacted], Mgr
Marisa R[redacted], Supervisor
Customer Service at David’s Bridal

8/9/16Customer is picking up gown today.  Please see explanation from the store below.The store had three seamstresses out, and since her wedding is not until the end of September, they asked if they could give her a later pick up date; they also gave her a discount.Hopefully, at this point the...

customer will be satisfied.Please let us know if we can be of any further assistance. Nancy F[redacted], David's Bridal, Contact VenterI have spoken with alterations and her gown is being
worked on right now and will be finished today. 
We had 3 seamstresses out this past week so they were a little behind
and called this customer to reschedule her pick up appointment since her
wedding date was further out ,end of September, than other gowns they were
working on.  During her first fitting her
mother in law was upset that we did not give her the option to order the gown
in petite so we had Beth B[redacted], alterations manager, look at her gown to see
how it was fitting and she informed her that the petite would not have fit her
in the bodice the way she wanted it to and she would have still needed the same
alterations. Her gown is being hemmed about 6 inches so even in petite it would
have been too long.  We gave her a
discount off her alterations at that fitting since she was so upset.  The customer told us she would be in today at
3pm or later to pick up her gown.
Thanks
Brittany
Store 70

October 6, 2014Dear [redacted]:Thank you for the opportunity to respond to the concerns of our customer, [redacted], from our [redacted], IL store.David's Bridal is a ready to wear Bridal retailer, when a...

customer purchases an in store wedding gown with us, they are given a complimentary spot cleaning, bead check and first layer steaming.We apologize to our customer for her service experience with our store, I have instructed the store to refund [redacted] 20% off the cost of her wedding gown for the issues.We ask [redacted], to please ask the store to look in comments under her event, my refund instructions will be noted there. Returns are by original method of payment; we ask our customer to please have the credit card she used ready when she calls the store.David's Bridal [redacted], IL Store, [redacted].Please feel free to contact me if you have any further questions.Sincerely yours,Deborah V
Corporate Area Customer Service 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 the company has refunded me the funds as requested. Thank you for all your help and Happy Holidays!!
Regards,
[redacted]

9/9/16I spoke to the store and [redacted].  We will be returning the bra, as long as it fits the following criteria, bra is in original packaging, tags still on it, no odors, and never worn.  She also needs the receipt.  I have explained all of this to [redacted], and she agreed.this is...

now settled.

11/15/16,  We have explained on numerous occasions that the dress has been out of the store too long.  We have also explained our return policy.Thank You, Nancy

[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 never saw any postings about all sales being final and the exchange was made because the ORIGINAL dress I purchased was the same dress my daughter in law picked for her original gown and I didn't want to hurt her feelings so I EXCHANGED the dress, I never asked for a refund at that time and I still was not told that the sale was final even during that visit. I am 50 years old and I NEVER bought a wedding or formal dress before so I had no idea or I would have NEVER bought the dress to begin with. They could still sell the dress and not lose anything I felt pressured to buy the dress because it was the only one in my size in both gowns. 
Regards,
[redacted]

Hello, Thank you for the opportunity to respond to your concerns. We apologize for the inconvenience. We researched this matter further for you, and see that you contacted us on 6/18/15, and left a voice message. On 6/18/15, we contacted you back in regards to the status of your on-line...

 return for order #[redacted]. We have informed you it can take 5 to 7 business days, the call was disconnected.David's Bridal return policy, on the Process for Returning Merchandise, step three, say "Once received at our facility, your return will be processed within 5 to 7 business days." If this time has passed, we request the customer to provide us with return tracking information. We will like to resolve this matter for you. Can you please provided us with the return tracking number, so that we can research further you?Thank you, Patricia H[redacted], Mgr.Marisa R[redacted], SupervisorCustomer Service at David's Bridal