David's Bridal, Incorporated

[A default letter is provided here which indicates your acceptance of the business's response.  If you...

wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

From: Nancy F[redacted]<[redacted]@dbi.com>Date: Mon, Jan 16, 2017 at 12:45 PMSubject: Peter Kim # [redacted], Revdex.com complaintTo: "[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 reached out to the store, and they have numerous notes in the Bride’s event.  We are sorry if there has been confusion regarding this dress. If you want to go in and see if this is the dress the bride truly wants; it will be in the store tomorrow. If she does not take the dress out of the store, she is entitled to a full refund on the [redacted] card that you made the purchase on. Please let the store know what you would like to do.  Perhaps, we could help you with your bridesmaids’ dresses. If you want the refund, please take your credit card into the store, and they will do the refund. If I can be of any further service please let me know. Sincerely, Nancy, David’s Bridal   David’s Bridal , Contact Center

The customer's original event date entered in our system was 10 -15-2015.  All merchandise being ordered was based on that date, it was much later the customer notified our store personnel the event date was 11-12-2014. Once the store was made aware of the error the store...

monitored and contacted the customer every other day to keep her informed of the progress and when the dresses were due in. On November 7, 2014 the customer had the final fittings. The customer left the store with the 3 flower girl dresses and one jacket along with her wedding gown her jacket and the two veils. According the manager on duty the customer was satisfied hug the staff member and left as a happy customer.

Hello, 
Thank you for the
opportunity to respond to the concerns of [redacted] on her on-line return
inquiry. 
We apologize for the
inconvenience and for not receiving a phone call back from the management team.
In further researching the matter we have processed the return and refund on
5/14/15, with the transaction number [redacted].
If you have not received the refund we advise that you contact your financial
institution for further information. Please note that we attached a copy of all transaction charges that was done on you credit card.Again, we apologize for the inconvenience
this has caused you. 
Thank you, 
Patricia H[redacted] Mgr.
Marisa R[redacted],
Supervisor
Customer Service at
David's Bridal

Hello,
Thank you for the opportunity to respond to your concerns.
We apologize for the inconvenience you have experience with our store. With further
researching, the store provided different style options. They also offered 50%
off of different style and no rush fee on alteration. However,...

the offer was
not taking. On 6/6/15, the store cancelled the order for the dress style
[redacted], in the color pacific, size 24, and issued a refund with the transaction
number [redacted], to the credit card that was used on the order. At this
time we will not be able to honor any further discount.
Again, we apologize for the inconvenience this has caused
you.
 
Thank you,
Patricia H[redacted], Mgr.
Marisa R[redacted] Supervisor
Customer Service at David’s Bridal

From: Revdex.com of Metro Washington DC<[redacted]>Date: Mon, Aug 15, 2016...

at 8:58 AMSubject: 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]>---------- Forwarded message ----------From: [redacted] <[redacted]>Date: Sun, Aug 14, 2016 at 6:42 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 <[redacted]>How is this closed?  I am still awaiting email response (or promised follow up phone call ~never received) from the company??

From: Marisa R[redacted]
font-family: arial, sans-serif;"><[redacted].com>Date: Sun, Mar 22, 2015 at 7:29 PMSubject: Revdex.com Complaint - ID # [redacted] - [redacted]To: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>Cc: [redacted] <[redacted].com>
Hello [redacted],
 
We apologize for the delay response. We also apologize to the customer for the bad experience in the store. Through further research on [redacted], complaint. Customer contacted us on 12/26/14 and we had requested to the customer to provided us with store information. For example, we asked her to please advise as to the location she visit, consultant name that attended her. However, the customer did not respond back to us. We reached out again to the  customer on  1/12/15, asking if she can please provided us with the information. We still did not receive a response. Since we have not received any response we are unable to assist an provide the correct customer service.
 
Thank you,
Marisa R[redacted]
David's Bridal
Customer Service Supervisor
###-###-####

10/23/17Dear [redacted],First, I apologize for all the challenges you experienced.I am in the process of getting your receipt.  I will let you know as soon as I get it.Thank You,Nancy, David's Bridal. Contact Center

11/10/17Dear [redacted]:Can you please tell me the name of the bride so I can do my research?I also apologize for this inconvenience.Nancy, David's Bridal Corporate

[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. 
[redacted]
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

May 16, 2014Dear **. [redacted],Thank you once again for the opportunity to respond to **. [redacted]'s concerns regarding a bridesmaid dress she purchased from our [redacted], PA store. This matter was thoroughly researched.When **. [redacted] visited our [redacted] store on 3/29/14, she selected style [redacted], mint, to wear in the wedding of [redacted]. The customer ordered the size 4.The special ordered dress arrived at the store on 4/ll/14, and the customer was contacted. She picked up her dress on 4/14/14.Two weeks after picking up her dress, **. [redacted] returned to the store. She stated the dress was a bit tight across the bust Because the wedding was scheduled two weeks later, on 5/11/14, store personnel advised **. [redacted] that they would gladly re-order the next size, however, because the order was needed in a very short time-frame, there would be a $20.00 rush fee to obtain the next size. **. [redacted] stated she did not wish to pay the $20.00, and she was also concerned that the next size would be a bit too large. She did not wish to incur the cost of any alterations that might be needed. She requested a refund in full, as she stated she no longer wanted the dress.As previously stated, David's Bridal sells to a final sale in all of our stores nationwide. This statement is printed on the customer's receipt, it is reiterated on our website, and it is stated on signage in our stores at the cash wrap counter. In an effort to be fair and consistent to all of our customers, we generally do not make exceptions. We were, however, willing to exchange the dress for the next size for the customer.When **. [redacted] contacted customer service on4/28/14, she again requested a refund. An offer was made to waive the rush fee to re-order, however, she would need to decide which size she wished to obtain. It was determined in store, as well as during that conversation, that perhaps, she was in between sizes. **. [redacted] turned down our offer to exchange her dress.As stated previously, we are unable to grant **. [redacted]'s request for a refund for the bridesmaid dress she purchased in our [redacted], PA store. There will be no further consideration in this matter.Very truly yours,

Good Afternoon [redacted], I am reviewing the site and see the above customer [redacted] is listed as “Closed Not Resolved”.   The customer was refunded in full for the dress and the alterations back in November.  I actually called the customer today and she confirmed the refund was received. Can you please be sure to update our site to ensure this is correct? Thanks for your help! Cindy

Hello, Thank you for the opportunity to respond to [redacted]'s complaint. We strongly apologize for the inconvenience. We have further researched this matter with our store. They had refunded the customer on 3/15/15, for the dress in the amount of $1,150, and the slip in the amount of...

$49.00. Customer has been refunded in full for both merchandise. Again, we apologize for the inconvenience. Thank you, Patricia H[redacted], Mgr.Marisa R[redacted], SupervisorCustomer Service at David's Bridal

Hello,
Thank you for
giving David's Bridal the opportunity to respond to [redacted] complaint.
We have thoroughly researched [redacted] online order #[redacted], with the return
authorization number [redacted], and found the following;
[redacted] placed her on-line order on 7/14/15, for the 2...

dresses
in the style [redacted], One Shoulder Chiffon Dress with Cascading Detail in the
color mint.
On 7/22/15, [redacted] created the return authorization
numbers [redacted], and [redacted].
On 8/6/15, our warehouse processed the return authorization
number [redacted], and submitted a refund in the amount of $152.55, with the
transaction number [redacted]. Unfortunately, our warehouse over looked
the return authorization number [redacted] and we sincerely apologize for this
error.
We have processed the return authorization number [redacted],
and submitted the refund to [redacted] credit card, in the amount of
$152.55. Please note it may take her
credit card provider two to five business days to approve the credit on their
side.
Again apologize
for the inconvenience this has caused [redacted].
 
Thank you,
Patricia H[redacted],
Mgr.
Marisa R[redacted],
Supervisor
Customer Service
at David’s Bridal

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

  Thank you for the opportunity to respond to the concerns of our customer **. [redacted] regarding the purchases made in Store #[redacted] Lake Grove, NY store.   After researching our customer’s concerns and can confirm the manager on duty in the store had processed a refund by mail check on May 12, 2016 for the shoes and evening bag in the amount of $104.44.          I have spoken with [redacted] to apologize and thank her for taking the time to write to us about her poor experience. The incidents outlined in her letter were most unfortunate and certainly do not align with our mission to provide consistently superior service. 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

[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: 
To Whom It May Concern,
I
feel as though you are missing the point and not looking at or stating
the correct facts.  If you looked thoroughly at the situation in full,
you would see the following:
1.       The
original transaction date was on 9/7/14 where the incorrect dress was
ordered by your store and the transaction was charged to a credit card
in the amount of $1050.00.  Please reference transaction number
[redacted]. 
2.       On
3/15/15 after trying on said incorrect dress, we came to inform you of
the error and make an exchange (not get the dress refunded as per your
statement).  The incorrect dress was refunded in the amount of $1050.00
and a new dress (the correct dress) was purchased for $1150.00.  In
addition the correct slip was purchased for $49.00.  Please reference
transaction number [redacted].
At
that time I spoke to a manager about the problem and she assured me
that it would be taken care of, that she did not understand how that
could happen, etc.  She told us that the dress would be mailed to my
house for the inconvenience and it would be free of charge.   She
verified and entered all the new address information and said that I
would be contacted when the dress came in.  My wedding dress and the
slip were mailed to an old incorrect address and I was only informed
about it by the office of the apartment complex.  All $1200 worth of
merchandise that I had already paid for had been mailed to the wrong
place. 
After
several attempts to rectify the situation once again (one of which a
manager started talking to another employee in the middle of me telling
her the issue), I have resorted to this Revdex.com complaint.
Your company lacks customer service skills, organization, and professionalism and nothing was done about it.
The
only thing that was offered at any time was 10% off the slip, which
come to find out, was actually a store wide sale on 3/15/15.   When
asking if any further discount could be provided on the dress or the
slip due to the error, I was told that it would have to be approved
through a district manager.  In closing, I am rejecting your claim once again since you did not in fact address any of the issues brought up.
Regards,
[redacted]

Hello,
Thank you for the opportunity to respond to your concerns.
We apologize for the inconvenience. Below you will find the research for your
concern.
On, 5/2/15, you placed your order. On 5/12/15, order
shipped. On 5/14/15, order was delivered. On 5/14/15, we received a phone call...

from
you, stating the item was received damaged, that the event is within two weeks,
you requested for a refund, and you will purchase from our store. We created a [redacted]
return label with the tracking number [redacted], and you will receive
an emailed from [redacted] with the information. We informed you that once we see
motion on the package we will processes the refund. However, there was no
motion on the package.
On 5/18/15, we called you and left you a message asking if
you have returned the package so that we can processes the refund. We did not receive
a response.
On 6/3/15, you called back stating again you received a
damaged dress. We informed you we did not have stock to send you a replacement.
We created another [redacted] return label with the tracking number [redacted].
You asked us how long it will be to receive you refund. We explained to you
once it is received at the warehouse it can take between 7-12 business days to
processes the return. You have indicated to the agent that you will call back
once the dress was delivered, so that we can process the refund quicker.
Unfortunately, you did not mention you spoke to a prior agent, and they
informed you they will expedite the refund process.
You placed a new order on 6/3/15, with the order # [redacted].
We upgraded the shipping method to next day shipping, at no extra fee to you as
a service gesture.
 On 6/4/15, you called
us to inform us the warehouse has received the return package. We informed you
it can take 7-12 business days to process a return, and we will not be able to
expedite the refund. Again, you did not mention you spoke to a prior agent, and
they informed you they will expedite the refund process sooner.
On 6/17/15, you called about the status of your refund.
Agent sent information to our warehouse to processes your return.
On 6/18/15, your return order was processed, and the refund
was sent to your credit card provider. Our system automatically sent you an
email, to the email address [redacted]@[redacted].com,
which is on your order. This email informed you that we processed your return,
and the refund is going back to the credit card that was used on the order.
On 6/19/15, you called stating you are upset because you did
not receive the refund. Agent informed you we processed the return on 6/18/15,
and you will need to contact your financial institution about how long it will
take them to processes. You requested for some kind of compensation. Agent
offered 10% off your next order or current orders. You requested to speak with
someone in the management team.
On 6/21/15, a manager called you back, and apologize for the
inconvenience. Manager explained to you the processes to our return policy.
Manager informed your return has been processed to your account with the
transaction number [redacted]. We also offered the 10% off on your
next order or current orders. You declined. Unfortunately, we can only honor
the 10% off on your next order or for the two current order # [redacted] and
[redacted].
Again, we apologize for the inconvenience this has caused
you.
 
Thank you,
Patricia H[redacted], Mgr.
Marisa R[redacted], Supervisor
Customer Service at 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:
It is true that I ended up receiving a total off 30% refunded back to me. The dress was far from pristine condition! I do not find it acceptable to give customers dresses in this shape. I am NOT satisfied with the customer care I recieved from David ' s Bridal. The 30 % is nothing compared to the time, travel, and embarrassment I had with this dress. If I wanted a dress in this condition I could have purchased one from a consignment shop or the [redacted]! People do not pay this kind of money for a item in tgis condition. It is sad that your store Manager Pam even said she would not wear the dress. With this experience you can bet I will never return to your store again!
 
Regards,
[redacted]

January 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# [redacted]
Re: [redacted]
Dear Sirs/Madame,
Thank you for the opportunity to respond...

to the concerns of our customer [redacted] regarding the purchase of a wedding gown garment bag.
Since the purchase of a David’s Bridal bag is a personal choice, we have chosen to offer it as an optional purchase rather than building it into the price of our garments.
We do appreciate our customer’s thoughts on the subject and will forward your letter to our Marketing and Purchasing departments for review.
I have left a few voicemail messages for [redacted] to return my call as well as sent an email and awaiting a response.
Should you have any questions, please feel free to contact me.
Sincerely,
CINDY M[redacted] I CUSTOMER SERVICE STORE SPECIALIST
DAVID’S BRIDAL [redacted] CONSHOHOCKEN, PA [redacted] PHONE: ###-###-#### I FAX: ###-###-####
EMAIL: [redacted]@DBI.COM I WEB: DAVIDSBRIDAL.COM