David's Bridal, Incorporated

Hello,
Thank you for giving
David's Bridal the opportunity to respond to [redacted] complaint. We
have thoroughly researched [redacted] online order #[redacted], and found the
following;
On 8/31/15, [redacted]
called and left a voice message asking to return her size 14 slip, because...

it
was too small.
On 8/31/15, our customer
service representative Heather called the customer, and informed her we will be
emailing her the return authorization number and instruction on how to return
the merchandise. Below you find a copy of the email that was sent to [redacted].
Finally, David’s Bridal
has contacted the customer, and provided her all the information.
Thank you,
Patricia H[redacted], Mgr.
Marisa R[redacted], Supervisor
Email
From


[email protected]




To


[redacted]




Cc





Bcc





Subject


[redacted] Order [redacted] RMA CRM:[redacted]




Email Processed


No




Regarding


[redacted]



 

Hello
[redacted],
Thank you for your inquiry. Please return the merchandise
utilizing RMA Return #[redacted], and send the merchandise to the following
address, which is included below. Also please include the RMA Return
#[redacted] on the outside of the package when sending back to our warehouse
as well as a brief note describing the reason you are returning the
merchandise. Please keep your tracking information (if applicable) on hand
when sending the merchandise back to the warehouse.
Once
our warehouse receives the returned merchandise, they will Quality Control
inspect it to ensure it is in proper condition to receive as a return. At
which point it passes inspection, David's Bridal will then issue a refund
to your credit card for the cost of the merchandise.
The
David’s Bridal customer service team strives to ensure that each customer
is completely satisfied with their purchase, and hopefully the information
above has done just that. However, if you have any questions or concerns,
we are here to help and would love to hear from you! Please feel free to
reply to this email or call us at 800.823.2403 Option# 2.
Please
Return to:
David’s
Bridal Returns:
Order #[redacted] - RMA #[redacted]
[redacted]
Suite *
Bristol PA, [redacted]
Thank you!
Heather

July 1, 2014
[redacted],Thank you for giving us the opportunity to respond to the concerns of **. [redacted] regarding our [redacted], IL store. I have thoroughly researched the information as described by our customer.**. [redacted] ordered her wedding dress through the...

[redacted], IL store on January 15, 2014 and was given the estimated arrival date May 2, 2014. Most of our wedding gown orders can take 6 to 18 weeks depending on the style and stock availability in our warehouse. The customer was made aware of this at the time she placed her order.**. [redacted] returned to the [redacted] store on April 9, 2014 to do a size exchange for the same style wedding dress. At the customer's request, the first order was cancelled and the new order was placed for a different size, therefore, changing the arrival date to July 30, 2014.**. [redacted] called the [redacted] store on May 12, 2014 and spoke to the manager on duty to find out if her dress was in. It was explained to the customer the dress would not be arriving until July 30, 2014. The customer became upset and told the manager that she was leaving earlier for her destination wedding and needed the dress to be in sooner. The manager informed the customer she would reach out to the corporate office to see if there was anything that could be done to get the dress in sooner. On May 19, 2014, the customer was told we would be able fill her order on or before July 2, 2014.A Corporate Representative received an email from **. [redacted] on June 16, 2014 inquiring about the arrival of her dress again and the customer was given the original date of July 30, 2014. Unfortunately, the Representative was not aware of the special request made by the store to expedite **. [redacted] dress. After further research the representative was able to confirm the July 2, rush date. The representative also gave **. [redacted] the option of cancelling her order if she was uncomfortable with the dress not arriving on time. The customer declined.Due to the fact that the customer chose to exchange her original dress for a smaller size several months later it would not be reasonable to assume that the arrival date would remain the same.Based on the above facts, we are unable to accommodate the customer request for free alterations. Should the customer wish to cancel her order and receive a refund, she will need to contact the store directly.Should you have any further questions, please feel free to contact me at ###-###-#### Ext [redacted].


[redacted] Baird <[redacted]>




1:16 PM (31 minutes ago)










to vsharpe




 
 
 
 
Dear **. Butts,
 
Please see the attach correspondence responding to the complaint file by **. [redacted] Vasquez.
 
Regards,
[redacted] Baird
Area Customer Service Manager
David's Bridal
1001 Washington Street
Conshohocken, PA 19428
###-###-#### Ext 6784

The customer was in contact with our department and our representative failed to keep the customer updated. We are unable to create the RMA which is due to a recent system upgrade.  
As of today 11/17/2014, we made...

two telephone attempts and left a detailed message for the customer to contact us.  Please see below.
We do apologize for the inconvenience this has caused you. At the
initial time you contact us, due to system upgrades we were unable to create an
RMA# so you could return your merchandise. Currently, we are having some system
issues where our customers and customer service team are unable to create
RMA#’s.  Because of this issue, we will be more than happy to extend the
period for your return. If you would like to return sooner, we can provide a
return address that you can ship the merchandise to. Unfortunately, due to the
system issue we are currently having, we will only be able to reimburse you in
the form of a mail check, which will take 12 to 14 business days for you to
receive. Please contact us to let us know how you would like to proceed.
We will wait to hear from the customer and update with the results.
Thank you

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

Thank you for giving us the opportunity to research your complaint.I will get back to you as soon as possible.Thank you for your patience.Nancy, David's Bridal, Contact Centet

7/11/16Listed below is a copy of the email exchange that our social media rep responded to [redacted].  As of now, all monies have been refunded.  Hope this helps.Hello,
Here is the chat on [redacted] between [redacted] and I on Friday, I
have also credited her back for the $12.08 that she spent for shipping since she
neglected to use the pre-paid return label we have supplied her with on July 1st
at 1:30PM. I had also preemptively processed her return for the size 14 dress
in Friday July 8th. All of her funds, the $12.08 for shipping, the
$84.79 for the size 14 return, and the credit for $39.79 should already be
showing or will be showing back on her card by this Friday 7/15.
You only refunded me $39 The dress you sent me should only have been $49 as per the sale price! What the #!&%#
?!!!! I had to pay for the shipping return. I will not be satisifed until I am
refunded the entire amount. What third world country do you think this is
treating customers like this!
[redacted]
So out of $169.58 I only get $39 back?!!!!
David's Bridal (Default)
Hi [redacted], We have
credited you back the $39 for the size 12 dress as a price adjustment,
we have sent you a replacement for the size 12, we have provided you with a
pre-paid return label to return both the damaged dress and the size 14 return
together, and we have processed your return for the size 14 as well for $84.79. If you did not use the pre-paid UPS
return label we have supplied you with on Friday, July 1st around 1:30pm, then
please provide us with the amount you had paid to return both dresses and we
would be more than
[redacted]
UPS $12.08 tracking# [redacted]
David's Bridal (Default)
Thank you [redacted], we
will submit the $12.08 to our financial team, please allow 2 - 5
business days for the credit to appear on your card. Thank you, Kristen W.
Sent b* [redacted]
FRI 2:32PM
[redacted]
What about the return
itself?
David's Bridal (Default)
It has been processes
and will take 2-5 business days for the funds to be returned.
Excuse me, processed *
Sent by [redacted]
[redacted]
sigh

May 20, 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 purchase and alterations with David’s Bridal.   I have thoroughly researched our customer concerns and approved/processed a refund of the bridesmaids dress and alterations in the amount of $246.63 which was credited to her visa credit card on May 19, 2016.   Should you have any questions, please 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: Tue, Sep 12, 2017 at 12:46 PMSubject: [redacted] #[redacted]To: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>Dear [redacted]: Listed below are the comments that were in [redacted]’s event. I am only sharing this with you as this is information that is only available in the store. As I had stated before alterations are a separate charge.  This is on the bottom of the receipt and at the cash wrap.If there is some damage on the dress of course we would do that at no charge.  The customer probably thought all alterations are free.  She left without the dress being altered. We did not have the zipper for the prom dress she bought; but said we would fix the zipper; if she purchased one.  At this point, all we can do is fix the zipper on the prom dress, Please let me know if you need anything else.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  8/14/2017 12:06:40 PM[redacted] - Adrienne C[redacted] , Store [redacted]Bride came in Saturday for her alts appointment at 6pm and was very upset when alts told her that she has to pay for alterations. She said the her stylist told her that alterations were free. At this point I stepped in and 8/14/2017 12:08:47 PM[redacted] - Adrienne C[redacted] , Store [redacted]explained that alterations are additional and maybe there was a miscommunication because the stylist did explain that we would fix the broken corset loop and not charge her. I also explained that her stylist 8/14/2017 12:11:08 PMexplained that all sales are final and alterations are an additional fee before she signed her sales receipt. Bride decided that she did not want to have alts done so the seamstress took the pins and and fixed 8/14/2017 12:12:37 PM[redacted] - Adrienne C[redacted] , Store [redacted]any damages on dress. Bride came in Sunday to pick up her wedding gown as well as a prom dress that was in alts. She purchased a $49.99 prom dress for her customer but the zipper was slightly pulled away from 8/14/2017 12:14:02 PMthe fabric. Alts attempted to fix it but the zipper would have to be replaced and we did not have the correct zipper to replace it. the zipper did however work and and it was not very noticable where the zipper was 8/14/2017 12:15:16 PM[redacted] - Adrienne C[redacted] , Store [redacted]pulling away from the fabric. Alts did suggest that the customer could purchase a zipper from a fabric store and we could fix it then. Customer called back later extremly upset and asked for customer service number.  8/14/2017 12:17:21 PM[redacted] - Adrienne C[redacted] , Store [redacted]A stylist was speaking with her and she went to locate the # but by the time she came back to the phone Haley hung up the phone

[[redacted]
 [redacted]
[redacted]Everything was and is not fine - the [redacted] store told me anything related to alterations had to be dealt with through the [redacted] store.  [redacted] at the [redacted] store told me I had to deal with the district manager who would Never call me.  YOU didn't even read the attachment or would see the receipt where I was charged alterations to restore DB rummage.  THE ALTERATIONS ARE BECAUSE OF YOU SELLING ME RUMMAGE AND MY DAUGHTER HAD NO CHOICE THAN TO WEAR IT TO HER PROM AT THE LATE DATE.  Unacceptable
[redacted]
[redacted]

From: Nancy F[redacted]<[redacted]@dbi.com>Date: Mon, Oct 17, 2016 at 8:53 AMSubject: RE: [redacted] #[redacted]To: [redacted] <[redacted]@myRevdex.com.org>Sorry I transposed the last two numbers, Nancy From: [redacted] [mailto:[redacted]@myRevdex.com.org] Sent:�...⇄ October 12, 2016 10:32 AMTo: Nancy F[redacted]Subject: Re: [redacted] #[redacted] The case number you provided is bringing nothing up.  Please look at the case number again. [redacted] | Trade Practice Consultant Revdex.comserving Metro Washington DC and Eastern Pennsylvania 1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103 p: [redacted]
[redacted]
f: [redacted] Email: [redacted]@myRevdex.com.org Revdex.com.org, Start with Trust®-------------------------------------------------------------------------...⇄ information contained in this message is considered CONFIDENTIAL and for the intended recipient only.  Any unauthorized use, dissemination, or copying of this message is prohibited.  If you are not the intended recipient, please notify the sender immediately and delete this message. On Tue, Oct 11, 2016 at 10:01 AM, Nancy F[redacted] <[redacted]@dbi.com> wrote:Dear [redacted]: I have emailed the customer and the store has called her, and to date we have not heard from her.  Just wanted to let you know.  If you have heard anything please let us know. Nancy F[redacted]David’s Bridal, Contact Center

2/20/17, please give me the opportunity to respond to this complaint. I need to do my research.  I will get back to you as soon as possible.Nancy, David's Bridal

Review: I called Davids Bridal on Friday, 19th 2013 and talked to customer service. I asked them about their exchange policy on buying a dress in store. The lady I spoke with asked me why I wanted to exchange the dress. I told her that I bought the dress awhile back and we had to postpone the wedding because I got pregnant and had a baby. She said that was no problem as long as the dress had no alterations done. I told her the dress was still new in the bag with tags and nothing had been altered. She set me up with an apt on Saturday the 20th to meet with a bridal consultant. I arrive at Davids Bridal on Saturday. They could not find my purchase in the computer. After finally locating the information, I was asked to wait to talk to [redacted] the Manager. I waited in that store for over an hour. Once the manger finally talked to me, she said they had a 90 day exchange policy. I told her that I was never advised of that and I had told the customer service that I bought the dress awhile back. The manager said there is nothing I can help you with, handed me the dress back and walked away. This was in front of all the customers that were in the store. I was never asked if I wanted to keep my apt with the Bridal consultant, so I just walked out of the store. I have left several messages with the corporate location. No one has ever returned my call.Desired Settlement: I would like for Davids Bridal to honor what I was told by customer service. I have purchased another dress at another store, but would like credit towards bridesmaids dresses and flower girl

Review: I purchased a bridesmaid dress for a friends wedding in June of 2013. I was 7 months pregnant at the time and forced to just guess what size I would be after the birth of my second child. I paid for a size 12 dress that day (price $139). The order was sent and I picked up the dress on the 21st of June 2013. After giving birth on July 21 I returned to Davids Bridal where I tried on the dress for the first time after giving birth. The alterations ladies told me that I needed a small take in on the upper side of the dress under my arm pit. The never measured me or anything which I thought was strange. I had to pay an additional $45 for them to take out just over an inch of fabric. The dress fit a little snuggle around the hips but ok. The alteration ladies never suggested I get a bigger size. In fact she told me that the dress fit good. Day of the wedding October 5 2013 I put on the dress one hour before the ceremony and just before we walked down the isle I bent down to set my 2 month old down in her carrier and my dress split. All the way up to my butt. Thank goodness I had black underwear on. I had to walk down the isle in front of 200 people with my butt exposed. After the ceremony my family and I went home to grab a needle and thread and I repaired the dress myself in the car on the way to the reception. It never split again the entire night. Today October 11, 2013 after talking to both corporate and the managers at the Toledo store I was instructed to bring the dress in so they could look at it and see what they could do for me. Upon arriving at the store I was greeted by two employees who informed both my mother and I that this has happened before with this one shoulder black dress. They called the manager who made me try on the dress in front of her and the alterations lady. She then proceeded to ask me if I bent down in the dress over moved wrong. I told her no that I was holding my daughter and set her down and the dress ripped. She then went to the front of the store and called corporate or that's what I assume she did. Then she instructed another girl to measure me in front of everyone by the cash register. She then proceeded to inform me that I am a size 16 not 12 and that it wasn't their fault the dress ripped and that she could do nothing for me. I asked her to call corporate back and she refused. I told her that it was the alterations departments fault. They should have measured me at the time I came in to have to dress fitted. This would have saved me quite the embarrassing moment.Desired Settlement: I would like a full refund or at least the $45 alteration fee refunded. At the minimum letting other women know that they don't stand behind their products and are not willing to help customers.

Review: I am a bride who is getting maried on Sept 21, 2013 and we went and bought bridesmaid dresses and shoes from David's Bridal. At the time of the purchase we asked if the dresses could be exchanged for size or returned becuase the Maid of Honor is in the military and if she has to deploy the dress and shoes will need to be returned. It was stating to us that there would be no problem as long as the dresses have not been altered you can exchange for size or return the dress and shoes. So we went on ahead and purchased it.

My Maid of Honor is an active member in the Air Force and has just found out that she has orders to Qatar, Saudi Arabia. She is reporting to Qatar on Aughst 21, 2013. I immediatly called David's Bridal and spoke to the manager and she stated that they would not take the shoes and dress back because it has been out of the store to long. This goes against what we were told when we purchased the items. I stated to them what are we supposed to do she is being deployed to another country. She replied there is nothing she can do. I stated to her that my friend is fighting for freedom and you can't accomodate her and give her her money back or even store credit. She stated no i'm sorry. Mind you my Maid of Honor has never tried on the dress or worn the shoes.

The second incident was when my last Bridesmaid went for her fitting. The original dress we purchased was a size 12. The dress is $119. When she put the dress on it was slightly big. A size 10 would be perfect. The alterations person stated it would be $50 to take in and another $50 to fix the straps on the dress. I stated that they told us when we bought the dress that we could excange for size as long as there were no alterations done. This was actually the first time my cousin had even put on the dress. So she tried on the size 10 and it was perfect. No alterations were needed. All they would have to do would be to order it in the right color and keep the size 12. Instead the manager stated she doesn't have the codes to voerride the system and wouldn't be able to exchange for size because the dress has been out of the store. Again I don't know were this policy is written.

She gave us the number of a person who we called at corporate and they said the manager at the store has the ability to exchange the dress but she refuses to do so. We have left several messages with the District Manager and she has not responded to our calls.Desired Settlement: The desired outcome is that they take back the dress and shoes and refund the money to the Maid of Honor and acknowledge her service in the Air Force and they honor exchanging my Bridesmaid dress for the correct size. 10 This is all that I ask. This would help me as the Bride find peace in this situation.

I purchased a bridesmaid dress from David's Bridal in Colonie, NY, and went to the shop to pick up my dress when I was notified that it was in. When I requested to pick up my dress, the store employees and manager had no idea where my dress was. After about 15 minutes of waiting for them to locate my dress, I was told that my dress was given to someone else in the bridal party. My dress was given to this permission without my permission or knowledge. My dress was also released to someone who was not me without permission from the bride. I had to drive an hour and a half to go to David's Bridal, and they ended up causing me another trip out there since I could not try on the dress and make an appointment for alterations, as my dress had left the store with someone else. When I complained to the store manager, I was told that the dress was released and it was not their fault because there must be a communication issue on my end. The employees at the store took no responsibility for releasing my dress to someone else, even though it violated their policy of not releasing a dress without verbal permission. This issue has cost me more time and money to have to seek out the other bridal party member and pick up my dress, and make a return trip to get alterations. David's Bridal has done nothing to either take responsibility for their actions, or compensate me in any way. I have also written to David's Bridal twice requesting assistance for this issue, and my emails have been ignored.

Review: To Whom It May Concern:

I have reached the point where David’s Bridal has completely ruined my special day. All attempts of trying to make things better have been nothing but headaches and more issues for me to deal with. After this last attempt at David’s Bridal to make things right, I was left 8 days before my wedding with a dress that did not fit. The alteration lady’s suggestion to this was not to eat for the next week. I went into depth with my issues in my last letter, which seemed to do no good. I will attempt to summarize my 5-page complaint and add my new plethora of issues I have come across.

• My appointment to find the right dress for my eight bridesmaids, one maid of honor and four flower girls was not so pleasant. My sales rep ended up mixing up my chosen dresses and colors. Paid orders were set up under wrong names.

• On my first attempt to find my own dress, I tried on two dresses and fell in love with both of them. I went with the dress that alterations, as well as sales rep, stated would need no alterations. However, as soon as the dress arrived, it completely did not fit. This dress, which was ordered in the same size, needed $500+ in alterations. When I addressed the difference in dress size, the manager, Karen, stated there was no way a dress would fit me in the store because these dresses are made for women who are 5’8 or taller. She also stated that dresses that come in after ordering are not guaranteed to be the same exact size and can very by two inches smaller or bigger. To make things right, she did offer to let me do an even exchange with something in store. I agreed to do this.

• When I arrived at the agreed time made with Karen, I was told to wait to the side. I watched over ten different girls walk in (with no appointments) and get escorted to the back. I finally walked up and asked the representative when I would be brought to the back. She stated there were no rooms or reps to assist me. The lady told me to start browsing dresses and someone would get to me. We chose our dresses and waited another 20 minutes before someone finally came and got me.

• By this time, I didn’t have much time at all to try anything on. They did look at my dress and agreed it did not fit me right at all. Luckily, I did end up with a dress I was happy with, however, I was not happy with how dirty it was. I was assured that since I was getting it bustled in the back that alterations would do a bead check and spot clean to fix it. She stated this is done since it was straight off the floor. I asked why it was so dirty and I was told that the gowns in store apparently are tried on back to back by brides.

• When I went to pick up my dress it was a complete mess. There were spots on the front, back, and completely around the bottom of the dress. As soon as I addressed the problem with the seamstress, I was met with a reply of I made it dirty when I tried it on. This made no sense since I didn’t have a chance to try it on. I didn’t even attempt to take it off the hanger because I was that shocked with how dirty it looked. This is when she looked at the bottom of it and made a comment that I had a USED bridal gown. I asked her what she meant and she said the bottom was hemmed and this meant that this was a dress someone else owned. I was shocked because I was not disclosed this information at all when I bought it. I was told these dresses were tried on in store. I wasn’t told they were sold back AFTER they were used. She then made a comment that I should be okay with this because the dress was sold as is. This is not would I was told by my sales rep at all. I was told it would be cleaned with no problem. Another lady took over cleaning. As I said, the entire bottom was dirty. It took about an hour for my dress to get cleaned. Apparently the bead check never got done as well because that took another 30 minutes.

• While my dress was being cleaned, I noticed that this lady was using “[redacted]” on my dress. I watched her saturate almost my entire dress in “[redacted]”. I then witnessed her blow dry it without removing the “[redacted]”. I am under the impression, with my past experiences with “[redacted],” that it should be rinsed out. Since I was not 100% sure, I did not question her judgment because I assumed David’s Bridal would not put anyone in harms way. I was wrong.

• I was told to try my dress to look at the bustle. When I asked where my corset tie was, I was met with confusion. I was told that I had it. I told her that my tie was on my dress, which never left the store. She looked around for a few seconds, grabbed a pile of tie-ups that she had lying beside her, and gave me one that went with my dress. I was then escorted to the dressing room. As I looked at the corset tie up, I noticed it was full of tattered strings and had a huge pink stain on it. I opened the door and made the sales rep aware of my issue. She went to the back and talked to the seamstress. She came back and told me that this was the only corset tie up she could give me. The seamstress told her it was new and she took it directly out of a package. I was less then three feet away and saw her grab it from a pile of scraps. If it was new, why was it tattered and stained? When I asked her all this she told me this is what she was told and there was no way she could give me a new one. She then asked me if I wanted to speak to a manager. I did speak to her and she told them to get me a new one from another dress. She then told them to stick the tattered and stained one on the dress that she took the new one off of.

• The seamstress then assisted me with the bustle, which we found was missing a loop. She then finished the bustle, which was completely different from what I paid for. Luckily, I took pictures of it and she redid the loops to look somewhat like what I wanted. She then added two huge pearl beads to my dress without my consent. I’m guessing she did it to hide something that wasn’t supposed to be there.

• I was then told they would have to take it to the back again, to get it steamed, since they just wrinkled it like crazy to clean it. I was told they would leave the corset tie up on the dress so it would not get misplaced again. I dressed back in my clothes and went straight to the back again. I saw at this moment, the corset tie up that was on my dress (that I was assured would stay on the dress) was completely off and the other tie up was beside it. This gave me the impression they were trying to switch them. I was then greeted with a nasty comment that I needed to wait outside while my dress was steamed. I asked why did they ask me to stay with my dress in the beginning and now all of a sudden no customers are allowed to be back there. She got really upset and started manhandling my dress. She left huge wrinkles on the bottom of my dress and started to place it in the garment bag. When I asked her if she was going to remove these wrinkles, she forcefully pulled on the chain to pull it back up, went over it once, and then placed it back in the bag. I was in tears leaving. When the manager saw me and I told her what happened, she brought it back to the back and had them remove the wrinkles. When she brought it back out to me she told me that the way I was holding it was causing wrinkles. I’m guessing they told her that it didn’t have wrinkles and I must have caused it while I was walking out. She also stated that since it was still wet from the steam it would probably cause it to wrinkle again.

• After all of this I wrote a letter to the “[redacted]” company and called them as well. I received the same answer from both encounters. The “[redacted]” product that was used on my dress is NOT to come in contact with skin and if it does it should be washed immediately. This did not make me feel comfortable for myself. It also made me feel ten times more uncomfortable with the thought that I possibly would not be able to hold my 4-month-old daughter who has horrible skin allergies. I cannot imagine what this chemical would do to her.

• I wrote corporate a letter and heard shortly after from a Mary. She at first seemed to be working with me. She got the store to call me who wanted to attempt to make things right. They stated they would order me a new dress. However, part of my conditions to get this new dress was to try on my old dress in front of the manager and seamstress. I did not understand the reasoning for this when they saw me days before in this same exact dress during the bustling time. I also did not feel comfortable with this when my entire reason for not wearing it was the “[redacted]” that I now knew was not safe. I was met with an answer of “Well do you want a new dress or not?” I felt as if I was being bullied. I agreed, figuring I could voice my concern to Mary. On this same day, I also brought up my concern that the dress seemed to fit like a glove and I was concerned that the new ordered one would not fit since Karen brought up that dresses ordered new can vary by 2 inches too small or too big. I asked if there was a possibility to order one size up to avoid this problem since I can simply tie the corset tighter if there was in issue of it being too big. She stated this should not be an issue because she did not ever hear of the 2 inches problem. She also stated that if there was an issue with it too big or too small that's what the corset is for. Worse comes to worse, she said that they can easily adjust the modesty panel for me. I also brought up the issue regarding how Karen stated all dresses are made for girls 5’8 and asked what will I do if it is too long. She then stated that I shouldn’t have this problem because this dress is made differently, but if I do that it would be handled. When I asked if I would be paying for this, I did not get a straight answer. I kept getting a we will cross that bridge when we get there speech. I was given the impression that I would be paying for these alterations. I brought up these same concerns with Mary. She stated that I would not have to try on the dress and also would not give me a direct answer on if the dress did not fit. When I brought up my concerns regarding the “[redacted]” being used on my dress I received a story of how “[redacted]” is not used on the dresses and they use a special dry clean formula that is diluted with water. When I voiced the fact that I saw the bottle myself (and in fact have pictures of it as well), I was told that this must be the practice of this individual store, but they are not aware of it.

• The day came where I received my dress. I picked it up and during my visit I questioned the assistant manager, Lacey, about the comments from Mary about how corporate states “[redacted]” is not used. I have a documented conversation where she states that she has worked at this store for seven years and “[redacted]” is used. She stated that the dry clean dilute is used, as well as “[redacted]”, and this “[redacted]” is sent directly from corporate. She stated they do not go out and buy this stuff on their own.

• I brought my dress straight to the [redacted] Store. I was told I could do this because of my issues with the Southside store. I tried on my dress and was mortified. As I thought, my dress was too long and too tight. In fact, it had to be hemmed 1 ½ inches in the front and 3 inches on both sides in order for me not to trip on it. This was definitely not the case with the dress I tried on in the store. I took a few laps around to make sure I could walk fine. I was even told by the sales rep, on the day I chose this dress, that I needed absolutely no hemming and any alterations of the hemline at all would make the dress too short. I wore the same exact shoes, bra, and fit and flare under. The seamstress at the [redacted] store insisted that the hem job would have to be done because I would not be able to walk around and she would hate for me to even attempt while carrying my 4 month old on my wedding day. She then stated that she could easily adjust the modesty panel because it definitely needed it in order for me to actually close the dress and be comfortable. I was then told that in order for me to get these alterations I would have to pay. I was in shock. I did not understand why I would have to pay for all these things if I did not need it on the first one and I wouldn’t have needed to get all these alterations if my dress was never in the state it was in, in the first place. I did what I had to do with knowing my day was quickly arriving and I really didn’t have time to think it over. Especially when she reminded me that they didn’t have long to work on it.

• When it came to her bustling it (which is why I brought it here originally), she stated she could not figure out how to do the bustle that the last seamstress did. She stated that “bustling is an artwork and not everyone can do the same ones.” I was not made aware that this would be the case when I was promised that the [redacted] Store would make sure all alterations were exactly as I paid for. She attempted a couple of times, but stated she just couldn’t do it. She then showed me what she could do and asked if that would be okay. I was a little upset because this bustle did not emphasize the details on the dress that I wanted, but I really was not in the state of mind to argue when she couldn’t even do what I wanted.

• The time came for me to pay and be given the time I could come to pick up my dress. She told me to come that next Friday. I told her that I was a nurse at the hospital and get off at 7pm. I also made her aware that this didn’t necessarily mean I would be leaving at 7pm, because it depended on how fast my report goes to the oncoming nurse and I would also have to go home and take a shower, because I wouldn’t want to get germs on my new dress. She told me this would be fine, as long as I was there before 9pm.

• I received a call asking me to be at the store by 1pm on Friday. I was in shock. There was no way I would be there by 1pm. When I called back and spoke to someone on my way there on Friday, I was met with I needed to be there by 8:15pm and they don’t see anyone later than that. I brought up what I was promised and I was told that if I was there by 8:30pm that this would be fine, but they would prefer earlier or for me to re-schedule. I was mortified. I had no day to re-schedule to and I was already on my way. I had to rush there to meet them at the time they wanted.

• As soon as I arrived, I spent a few minutes waiting to be assisted. The representative made it clear that I came in the way of her leaving for the day, by directly telling me that she was going to leave and had to stay because of me. She then walked out and continued to have a conversation with the other seamstress about how she was told she had to stay because there were customers and how she did not want to be there. Apparently, she texted the other seamstress at home about me. This seamstress came back in, so she could leave. They continued to have this conversation in my room and made it a point to say it in front of me that she had to come back in for me. I did not understand them doing this when we specifically agreed on this same timeframe. I never agreed to change this time earlier, so I didn’t understand the hostility.

• I was then placed in the dress. The modestly panel seemed to fit a lot tighter than it did before. I was confused regarding this because I actually have been eating a lot healthier (no carbs, no sugars, and lots of water) and working out to cut down for the wedding. I actually lost 6 lbs from the time I dropped off my dress to the day I picked it up. I know this may seem like a lot, but I have been pumping my breast (breast milk) as well, and this burns a lot of calories. I was then told to put on my shoes. When I went to bend over to do so, I heard a rip. My modesty panel split open where it was sewed. I was almost in tears. I could not believe this was happening. The seamstress seemed a little upset with me. She told me she would re-sew it, but I needed to watch what I eat for the next week. I was in complete shock. I asked if she moved my modesty panel and she insisted she did. I told her that it seemed tighter then the first time and she went back to her statement that I needed to work on losing some weight. She asked me to take off the dress and didn’t even let me look at the back. She brought it to the alterations room and sewed it up again. After she was done, she told me that she stitched it up real good, but I needed to work on getting the weight off. She then told me that she would not steam it because the dress was heavy and did not need it again. She obviously didn’t know about my issues with it being wrinkled when I got the dress before this one. She did not allow me to try it on again after she sewed it back up. She packed me up and I was on my way out. I’m guessing she wanted to get back home.

• I came to find when I got home, and got a good look at it, that David’s Bridal is set on truly ruining my day. It was completely not fitting at all and there was no way I was going to be able to fit in my dress on my wedding day. I compared pictures from in the store and after her alterations to make it bigger and it was SMALLER. There was no way in the world she let it out.

Needless to say, this has not been the most pleasant bridal gown experience for a bride to be. This has been one big disaster from start to finish. I seriously feel as if the workers here are receiving joy out of ruining my special day. I did not trust David’s Bridal another day with my dress. I took it to a seamstress I know who had to make modifications to the modesty panel in order to make it fit me. She had to add an inch to both sides in order for me to get the dress closed without cutting off my circulation. I am now able to bend over in my dress without the fear of it splitting open.Desired Settlement: I feel that with all of what David’s Bridal has put me through I deserve compensation. I have had issues with all three dresses that were received:

-First one: fit in store, but did not fit after ordered

-Second one: was dirty, bustle was not done like promised, and was saturated in “[redacted]” which could not touch skin,

-Third one: was too long and too tight (had to be hemmed and modesty panel was to be adjusted even though neither of things had to be done to the second in order to fit), bustle was done in a fashion not wanted because seamstress could not do what bride wanted, dress was still not fitting at time of pick up and was rudely told that if bride wanted dress to fit she would just need to lose weight 8 days before her wedding. Bride had to take dress to her own seamstress who she had to pay as well in order to do the job the David’s Bridal seamstress was paid to do.

Business

Response:

August 15, 2014Dear [redacted]:Thank you for giving us the opportunity to respond to the concerns of our customer, [redacted], and her purchases from our two [redacted] locations.[redacted] contacted this Department on July 3, 2014. At that time, her concerns were fully researched. Due to the manufacturing process of bridal gowns, there can be variances in sizing. This holds true in the manufacturing of all pieces of clothing. Frequently, these variances are not noticed; but when a customer is on the borderline of size or length, it can be noticeable. The Manager of our [redacted] South store did not hesitate to offer our customer the option to exchange her bridal gown when she shared her concerns regarding the fit and length of the bridal gown.It is embarrassing for us that [redacted] was presented a gown that was less than pristine. Due to the delicate fabrics used in the manufacture of bridal gowns, they can easily become soiled; but our stores receive the training and equipment necessary to handle this situation. Because of [redacted]'s concern with the method chosen to clean her bridal gown, we immediately replaced it with a gownshipped directly from our warehouse. Once received, our customer took her bridal gown to our [redacted] East location for alterations.It is disappointing for us to learn that the alterations were not done to her satisfaction. As a courtesy to our Customer, we would like to refund her for her alterations costs due to the challenges [redacted] has experienced. [redacted] should contact the [redacted] East store to provide her payment information so the fees can be refunded to her. The store will be expecting her call. We sincerely apologize for our customer's experience.Based on the above information, we feel [redacted]'s concerns have been resolved. Please do not hesitate to contact me if you have any further questions.Very truly yours,Marion MRegional Customer Service Manager

Review: I paid for a dress that I never received. I called the store to get help with the matter but they were rude and stated that someone else had picked it up and and that there was nothing they could do to help me. I want a refund for the dress as I no longer need it and as I did not authorize anyone else to pick it up.Desired Settlement: I want a refund of the purchase price of the dress credited back to my card in the amount of $129 dollars.

Business

Response:

April 3, 2014Dear **. [redacted],Thank you for giving us the opportunity to respond to the concerns of our customer, [redacted], and her purchase at our [redacted], NJ store.**. [redacted]'s concerns have been thoroughly researched, and I have learned that **. [redacted] purchased a bridesmaids' dress from us on January 9, 2014 under the brides' event- [redacted]. [redacted]'s dress was received at the store on 2/10/14. When the bride was notified, she requested us not to release the dress to **. [redacted] and that she would take care of it. On 2/25/15, [redacted] called the store and was very upset that we released the dress she paid for to the bride. As per David's Bridal policy, the dresses can be released to the event owner or the member, unless otherwise stated. **. [redacted] said that [redacted] did give her a check for the;amount of the dress, $129.00, but did not want to cash it, she wants us to reimburse her. This incident was now between the bride and the bridesmaid.Unfortunately, the brides name was not included by our customer, so we contacted [redacted] for this information, delaying our response. During the conversation she shared her concerns regarding the check; she feels the check was fraudulent and has filed a police report. She refuses to cash the check, based on her concerns.After further review, David's Bridal will reimburse [redacted] for her dress purchased with us; **. [redacted] will have until close of business on 4/5/14 to return the dress to the store. Our [redacted] management team will reach out to [redacted] today to issue the refund.Based on this information, we feel **. [redacted] will be pleased with the resolutions we have made on her behalf. Should you have any further questions, please do not hesitate to contact us.

Review: Hello, thank you for taking the time for reading this. About 3 weeks ago I went wedding dress shopping at David's Bridal in [redacted], Wi. My consultant was rude as soon as I said my price range was 600 and under. I was rushed, made to feel like I was annoying her, and more than frustrated. She was annoyed that I wanted to try on a dress more than once. After trying on four dresses she said I'm not going to find anything better and should just buy that one, even after I asked if she had any other styles that were similar and all I got was a "no". Not a let me go check, or a not in the price range you are looking at, just a stern "no". My bridesmaid pointed one out to me that was well in my price range that I definitely would want to try on. When the consultant heard that she gave my bridesmaid a look that could have killed. The dress my bridesmaid found was the perfect dress and I ended up wanting that one. After that I wanted to pick out my vale and a tiara. I wasn't allowed to look at any of them, only the consultant ever saw their selection plus the clearance section was never pointed out to me even though she new my price range. I left there in tears and not the good kind. I called to inform them of my experience and was told a manager would call me back. I waited 3 days and never received a call. So I called corporate. Was never called back after leaving many messages. Finally got a hold of someone at corporate and was told I would get a call back that day. Never got a phone call. Finally got a hold of some one and the David's Bridal in [redacted] and told them my experience. All I got was "I'm sorry but she is a nice person so I'm going to do anything about this." The customer service manager also said "I remember you that day and you looked just fine". I thought that was very inappropriate. What kind of business does this?? I am always making sure that everyone else is happy. This day was supposed to be about me and amazing. It honestly was the worst part of my wedding planning.Desired Settlement: I have bought my dress, shoes, vale, other small accessories, and my bridesmaids have bought all of their dresses from a David's Bridal. Not all in the [redacted] location but have given the company their money. My mother has unfortunately been so put off by this store that she will not be buying anything. After giving them this much money and still being treated as though I don't matter I believe something can be done.

Business

Response:

Re: [redacted] ID#[redacted]

Inboxx

[redacted] <[redacted]>

2:56 PM (18 hours ago)

to [redacted]

Greetings, Please find our response attached addressing the concerns of [redacted]. Regards, [redacted]Area Customer Service Manager[redacted], PA [redacted]###-###-#### Ext [redacted]

November 4, 2013

Dear **. [redacted],

Thank you for giving us the opportunity to respond to the concerns of **. [redacted] regarding our [redacted], WI store. I have thoroughly researched the situation as described by the customer.

[redacted] visited the [redacted], WI location on September 21, 2013 for her first bridal appointment. The customer had expressed concerns as she was unhappy with her shopping experience. The customer initially called our Corporate Office in addition to posting a comment on David's Bridal Facebook page on October 10, 2013. Her call was returned by our Corporate Office the following day.

After speaking with **. [redacted] and hearing about her poor experience with her consultant, I was notified by the store the consultant was no longer working for the company and a new consultant had been assigned to work with [redacted]-**. Unfortunately, there may have been some confusion on the manager’s part as to which consultant the customer was referring to when she notified the store about her experience. Her new consultant assigned has been with the company for 2 years and has never received negative customer feedback. Our Corporate Office has since addressed this situation with the store manager; she assured [redacted]-** that her account would be overseen by management to ensure a better experience going forward.

Unfortunately that evening when [redacted]-** went back into the [redacted] location to pick up her veil, she was not happy again with the service. The customer stated although the manager was polite and assisted her, she never apologized for her earlier complaint regarding her experience with the former consultant. At this point, the customer was directed to the District Manager of the [redacted], WI store, she tried to resolve the issue between the customer and the store. However the customer stated she had already contacted the Revdex.com and would request a full refund. The District Manager informed the customer that she would follow up with the store but was unable to give the customer a refund for the poor store service as described by **. [redacted].

We apologize for any inconvenience the customer may have incurred, however we are unable to accommodate the customer’s request for a full refund due to the service issue she describes.

Should you have any further questions, please feel free to contact me at ###-###-#### Ext [redacted]

Very truly yours,

Consumer

Response:

Review: [redacted]

I am rejecting this response because most or their response was a lie and at this point I want more than a fake apology. I have attached my letter that corrects what was said in David's Bridal's response. Thank you for your time.

Regards,

[redacted]

November 5th, 2013

Dear **. [redacted],

Thank you for forwarding David’s Bridal’s response to me. I will be addressing each paragraph with what actually happened. It saddens me that now a customer service manager is not taking responsibility for what has happened and feels there is no reason to try and rectify this situation.

The first paragraph states that I was in the [redacted] store on September 21st, 2013. That is the only true piece of information that was given. I called the [redacted] store the next day to express my feelings about my experience. I was told that a manager would call me back that day. No one called me for 2 days. I then wrote an e-mail to corporate after 2 days of no response and received an e-mail from them saying someone would be contacting me shortly. I waited and waited and nothing was ever done. That is when I called and finally got a hold of someone. I was told I would get a call back that day. Of course I heard nothing. So when their offices closed I called the [redacted] location. I was told that my consultant was a very nice person and she didn’t think this had to be addressed to her. After all that had happened that is when I left a Facebook message. If David’s bridal is interested I can provide proof of all of this.

The next paragraph states that the consultant was no longer working for David’s bridal and a new consultant was assigned to me. That is also not true. When I walked in with my maid of honor to buy her dress they were going to assign me the same consultant

but I of course spoke up and said I need to work with someone else. There was no confusion because I knew her name and the manager was very familiar with her. The consultant had a very unique name and I doubt another girl had a name even similar to hers that could have confused the manager. Never did anyone tell me to work with a new consultant. The last statement is true in this paragraph.

They did assign me to work with a manager to pick up my veil and told me my experience would be better.

In the next paragraph it states that I said the manager was polite but never apologized. That is also not true. I never thought she was

polite. I thought she had an attitude with me and was rude. It is the same manager that told me she wasn’t going to address the consultant when I called them on the phone. Apparently she had the same attitude about the new situation. I was told to sign a form and she proceeded to walk away. My mother and I were very confused and thought we had the wrong person because I was told that she was going to bring up the situation and at the very least offer me an apology. She confirmed that she was the correct person but nothing else was said so once again frustrated, my mother and I walked out.

It makes me sick to my stomach thinking about this whole process again. This was supposed to be a day that made me feel like a princess.

The one day it wasn’t about everyone else and just about me. It was ruined and made this day one that I will remember for the rest of my life, but not for a good reason which is truly unfortunate.

Thank you for your time.

Sincerely,

Review: David's Bridal in [redacted] Oregon ordered special dresses from all over the country for my 3 bridesmaids and multiple problems occurred after

I went in and purchased my wedding dress from David's bridal in March and could not find anything in the store like I wanted for my bridesmaids. I ended up going to a thrift store nearby and found a David's bridal dress that was perfect and called the store to find out about it because I never saw it. They told me it was clearance and that they could order from an outside store because the website didn't have the right sizes. I ordered the dresses from all over the country in April and was told by the store not to open them until I could get my girls together to come in and open and try on at the store (if something was wrong and I opened them at home it would be my fault).

I took the dresses in to David's Bridal in [redacted], Oregon and when the manager opened the boxes, two of them were the wrong size, one was two sizes larger and one was a size two small. The manager searched and searched and told me they did not have any of the size I needed and that they could alter the bigger one but the other one would need to be changed to a lace back in order to make it work. Two dresses one way and one different? Screw that I wanted the dresses they promised me. When I asked the manager what happened and why the wrong sizes were shipped when I was assured they found them from different stores across the country, she told me that they must have been mistaken at that store and they shipped the closest thing. NOT ACCEPTABLE! A month and a half before my wedding and I don't have enough dresses and they wouldn't refund my money.

After enough fighting and arguing they agreed to refund the money for the one dress that was too small and I figured I would plead my mother to make the third dress. When my other bridesmaid went in to have the larger dress sized down, I was told that they were going to charge me over $100 for the alterations, NOT ACCEPTABLE! I had ordered the right sizes and it wasn't my fault they shipped the wrong ones and didn't say anything. David's bridal completely ruined my wedding experience as a bride. Being a bride is all about having a good time and enjoying the planning process. This store and company ruined this for me and now all I can do is hope that it's all over soon. Funny thing that I spend over $2000 in dresses and accessories from this store yet didn't give a rat's [redacted] about me or my wedding. To make matters worse, prior to coming back in to pick up the fitted dress, the manager told me and my fiance that we would be reimbursed for the dress and the alterations to the larger dress would be free. When we went in to pick up the fitted dress, we were told that our returned dress would be credited towards the alteration bill! Totally going back on what was discussed previously. Why should I have even been thought to pay for a dress that should have been delivered in the right size as promised. I am now out the shipping costs for a dress that never fit, and the cost to have a custom dress made for my one bridesmaid, with only 2.5 weeks until my big day.Desired Settlement: I would like to have the company formally apologize for ruining my special day. Weddings are stressful enough for a bride to be and this organization pretty much did everything possible to ensure that I would have a stressful experience leading up to my big day. I would also like to have the shipping costs refunded for the two dresses that were ordered incorrectly and was never told about until 3 weeks before my wedding.

Business

Response:

August 23, 2013

Dear **. [redacted],

We appreciate the opportunity to respond to **. [redacted]'s concerns' as outlined in her letter on 7/24/13 regarding the service she experienced at our [redacted], Oregon location. I apologize that our response is late as I did not have a resolution until last week. On behalf of David's Bridal, I sincerely apologize for the incorrect sizes and poor alterations she received.

I spoke to **. [redacted]'s husband [redacted] on August 13th as **. [redacted] preferred that I spoke to him directly. In the original letter **. [redacted] requested that we reimburse her shipping for the two bridesmaid's gowns that were not the correct size. When I spoke to **. [redacted] he also requested that I reimburse him for the alterations on the size 18 dress which were $150.00, the $200.00 alterations to have a dress made and the alterations for [redacted]'s bustle.

**. [redacted] and I agreed that David's Bridal would do the following to compensate **. [redacted]. We refunded the shipping on all three gowns which totaled $45.00; we also reimbursed **. [redacted] for the $150.00 she paid to alter the size 18 to a 14 to an outside seamstress and refunded the cost of the size 18 dress which was $59.00. A mail check will be issued from our corporate office next week in the amount of $244.00.

We sincerely apologize for the inconveniences caused by the store and the Manager during their wedding planning and we wish them much happiness.

Sincerely,

Review: I had my wedding dress altered at the location in [redacted], NC. I discovered upon returning home with the gown that the alterations had not been completed fully. Given the great amount of details in the gown, I had selected, it was difficult to see the pins that were left in an lower layer of fabric until I had taken the dress home and tried to practice with the bustle. I was charged for 6 additional bustle loops, but there were only 5, and a pin in place of what should have been the sixth loop.Desired Settlement: I would like my dress repaired, but given the timing of my wedding, I will not likely hear back from the company before my wedding in 4 days. So, I would like a refund if I am unable to get the remaining work done in time.

Business

Response:

See Attachment: