David's Bridal, Incorporated

Review: I gave my information to David's Bridal when looking for a dress. I checked the box asking that my information not be sold. I am receiving numerous phone calls a day from wedding related vendors.Desired Settlement: I would like for the vendors to stop contacting me. I am not interested.

Business

Response:

[redacted] #[redacted]

Inboxx

[redacted] <[redacted]

4:21 PM (19 hours ago)

to [redacted], Store, [redacted]

Dear **. [redacted]: Thank you for giving us the opportunity to resolve **. [redacted]’s concerns. **. [redacted], I have had you removed from all vendor lists. If you hear from anyone else, please just email me, and I will have you removed. Again, I apologize for this inconvenience. [redacted]Customer Service ManagerDavid’s Bridal[redacted], ext. [redacted], fax

Review: On 2/2/13, I went to David's Bridal to purchase a dress which was no longer in stock. I was told that I could order it and it would be delivered to my home. I agreed and after the transaction, I realized that I wasn't provided with any information about delivery. I asked when the delivery would arrive and was told in 4 months (end of May), just a week or so before the wedding. I left feeling cheated as all sales are final. I went home and realized that if I had ordered online, the dress would have arrived in 2 weeks and delivery would cost less than what I paid in the store. I called the store and was told that the online store operates differently than the retail stores do, and they couldn't do anything about it. I then asked for a tracking number, which I was not given. And finally asked if there was any way that I could be notified when the dress would be delivered and the representative then took my phone number and put a note in the system to call me (none of which I know for sure happened).

The lack of service here is deplorable. I wasn't aware of any of my options before being pressured to buy. I had to ask for every piece of information that I received. I don't purchase bridesmaid dresses often, but these sales rep sell them all day long. I don't understand why not one of my needs could have been anticipated. Why is there such a lack of technology in providing tracking numbers (also, I couldn't find any way to contact customer service online). I complained on facebook and was provided an email to contact. I will send my comments, but my experience so far doesn't give me much faith that the issue will be resolved.Desired Settlement: I would like a tracking number, along with shipping and delivery times to be up to retail standards- weeks, rather than months. I also believe that David's Bridal should provide all necessary information to customers upfront before a purchase is made. Lastly, brick and mortar stores should operate under the same policies that online transactions operate under. Delivery prices and times should not differ.

Business

Response:

See Attachment:

Review: I had purchased my wedding dress at David's Bridal in [redacted], NY last July (2013). I worked with a woman named Kate and I wasn't overly thrilled with the service but I liked my dress and didn't think much of anything else. At that appointment I was told I'd probably need to have the dress bustled and taken in just a little at the hips. I was never measured prior to trying on dresses, nor at any point during the appointment. That appointment was the only time I had ever tried on wedding dresses and I only tried on three total, including the gown I purchased. I have no prior experience trying on wedding dresses.

I just went for my first dress fitting yesterday (June 7, 2014) to have my alterations done. I worked with a seamstress named Martha, who was absolutely spectacular. However, when I tried on my dress she immediately asked who my consultant had been and why I had ordered a dress that was so large. My body weight and shape hasn't changed from last July so I was confused. I had said that I worked with a woman named Kate and that this is what she said fit, that I would just need it taken in a little. Martha and another woman working there agreed that I needed a size 6 or even a 4 in comparison to the size 8 that I was told was my size. In about a half hour I would learn that Kate was in fact the alterations manager. I thought that was particularly shady, as it seemed she put me in the wrong dress size in order to get more money for alterations.

Due to the beading and intricate detail on the one side of my dress, Martha requested that we alter the corset, versus taking in the sides. I was fine with this and liked the idea much better than taking in the sides that much. Another issue that Martha found was that the dress was so big that about a quarter to half of the lace corset was completely closed in the back (because the dress was so big). This wasn't a particular concern to me, I just wanted the dress to fit. However, when Kate was made aware of the issue she proceeded to have me try on a size 6 and 4 of a DIFFERENT dress to show that the same issue would occur there as well. When my bridesmaid asked who my consultant had been to sell me a dress so large (I wasn't 100% positive at the time that it was her) she neglected to answer even though she had looked at my file.

Kate was rude throughout the process and seemed very underhanded. I appreciated Martha's attempts to help fix my dress and am confident that it will look stunning but I am very upset that I have to pay for alterations that I would not and should not have needed to make, had I been sized properly when I purchased my dress. My bridesmaid and I asked to speak with the store manager (a woman named Jennifer) at checkout and proceeded to tell her of the issue. She was VERY rude to us and was not listening to our issue, but rather kept deflecting back to the fact that I would have had to make alterations regardless. When my bridesmaid mentioned that we would not be referring anyone to the store, she made a comment under her breath. Something to the effect of "oh, now the threats start".

Had my dress been sized correctly, I would have never made alterations other than the bustle. The closed corset didn't even truly register as a problem, but since the dress had to be taken in regardless Martha stated that she would fix that issue by taking it in from the back rather than the sides (this was also due to the beading/detail issue). I cannot believe that I was sized incorrectly by the alterations manager! I was then told that it was my body type that would make any dress do that, rather than her mistake. We were treated very rudely by the managers of this store and I was appalled at their lack of customer service skills. We were not even apologized to regarding the initial mistake. I would like to note that the rest of the alterations department and the woman at the register were all very helpful and truly seemed to try to rectify the mistake.Desired Settlement: Initially I had no problems paying for the alterations, I understand that mistakes happen. However, we never even received an apology or acknowledgement that Kate had made a mistake. After the way we were treated by Kate and Jennifer, I absolutely want an apology and feel that I should be reimbursed for taking in the sides of dress. I have no issues paying for the bustle, as I would have had to have had it done regardless.

Business

Response:

September 29, 2014Dear [redacted];Thank you for the opportunity to respond to the concerns of our customer [redacted] from our [redacted], NY store.We apologize to our customer for any misunderstanding in reference to our sizing and alteration policies.[redacted] purchased her wedding gown size 8 in July 2013, at the time she was told she would need alterations to have the gown taken in and bustled. In June 2014 [redacted] came to the store for her first alterations appointment, the store in an effort to avoid the take in fee had [redacted] try on the same cut gown in two smaller sizes, unfortunately after doing it was determined that the size 8 was needed to fit our customer's largest measurement and as a result the take in alterations fee could not be avoided.David's Bridal stylists can size customers through taking in measurements or by having the customer try on our in store merchandise, both methods are acceptable practices. Garment sizing must accommodate for the customers largest proportion or measurement, our alterations departments can take in garments up to two sizes; however our garments do not lend themselves to being let out.David’s Bridal Alterations does not charge for taking in by the the inch only by the task, the task charge is the same whether whether we are taking the garment in one inch or three inches .Based on the above information we are not able to honor our customers request for a refund on the cost of her alterations fees.Please contact me if you need any further information.Yours truly,Deborah V. Corporate Area Customer Service Manager

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because: It is completely inaccurate to say that the alterations manager had me try on the same cut gown. I would have accepted it if it was the same cut, but it was not. Even the seamstress told me that the dress the manager had me try on was not the same cut (it was similar but NOT the same). I don't particularly care about the money/fee for the alterations at this point. I am just truly disgusted with this business' customer service and dissatisfied with the fact that a simple, sincere apology seems beyond them. There was no misunderstanding in the sizing and alterations policy, it was a simple matter that I was never actually measured for a dress when I first went to the store in July 2013. I was just told, this is your size, you'll have to take it in.

Regards,

Jennifer Kerns

Business

Response:

October 15, 2014Dear [redacted];Thank you for the opportunity to respond to the additional concerns of our customer [redacted] from our [redacted], NY store.We would like to again apologize to our customer for any misunderstanding in reference to our sizing and alterations policies.As a customer courtesy, I have instructed the [redacted], NY store to refund [redacted] $60.00 off the cost of her alterations.Based on the above information I believe we were able to honor our customers request for a refund on the cost of her alterations fees.Please contact me if you need any further information.Yours truly,Deborah V. Corporate Area Customer Service Manager

Consumer

Response:

[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.]

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,

Review: My sister-in-law was to be one of my bridesmaids in my wedding that took place last week. However, due to the negligence of David's Bridal located at [redacted] TX [redacted], she was NOT able to stand in my wedding. On March 1, 2014 my bridal party and I went to this David's Bridal and were assisted by Christina. The ladies tried on dresses in their inventory and the sizes were then written down by Christina. There were several issues that came about from this order. The first upsetting incident is Christina wrote down the wrong size for my daughter (my maid of honor). She wrote down several sizes too small--causing us to scramble a month prior to the wedding to "fix" that first problem. They then called us and told us the corrected dress was in (however, the stitching and front of this dress had several flaws to it--I had another maid of honor with the same dress (my other daughter) and to see the dresses side by side it is clear they sent us a flawed dress. She had to wear this dress anyway due to the time constraints and the pictures are very noticeable that something was very off about the front bodice of her dress.

HOWEVER, the next problem, for which this complaint is about was that on the day we went for our dress appointment, March 1, 2014, Christina advised my sister-in-law that they did not have a dress there in the shop in her size. So, Christina took my sister-in-law into a dressing room and eye balled her to "guess" her size. No measurements were taken--she GUESSED. Well, she guessed wrong. Very wrong and ordered a dress about 4 sizes way too big! Their solution? They decide to charge my sister-in-law another $75 to "fix" it (on top of the $125 she originally paid for the dress). SO, they took her in the back to the alterations lady who tells her "This is really big on you, I may not be able to alter this to fit you very well". However, David's Bridal personnel advise my sister-in-law she has no choice at this point but to pay up the extra $75 to fix their mistake as "time is now of the essence".

My sister-in-law calls me crying to let me know what she has now been through and asks for my help. CRYING. That in my book is unacceptable. Weddings are supposed to be a joyous time, not a time for bridesmaids to be so upset. So, I called and spoke with the manager (Diane) to ask her what kind of sham they are pulling there? They eye-ball people's sizes, don't measure, then tell people they can't reorder, charge a $75 fee to fix their mistake? The manager (by the name of Diane and this was on April 13, 2014) tells me and I QUOTE "It is not our policy to measure here". Which I find interesting as you sell a product that goes by sizes and it is NOT your policy to measure? Ok, so the manager, Diane tells me to calm down, they will correct their mistake and she will talk to Christina about her oversight. They tell me they will refund the alteration fee. Ok, so I am thinking it is settled. They will fix the dress and my sister-in-law will get the alteration fee back for their mistake.........

NOPE, my sister-in-law gets the dress back mere days prior to the wedding and this dress DOES NOT FIT. With no time left to do anything about this dress, my bridesmaid was stuck with a dress that completely sagged in the front ---so, I suppose if she felt it was appropriate to flash everyone all day we'd have no problem, however, she could not wear this dress.

She tried to put it on anyway the morning of my wedding and hoped she could find a wrap in time to cover her chest with---everyone who saw her in this dress told her " you cannot wear that". So, hours before the wedding, I get word that my sister-in-law cannot be in my wedding due to the dress not properly covering her chest.

We scrambled to re-align the bridal party at the last minute and my sister-in-law had to sit out of the bridal party.

Worse part? She was in tears during my wedding all day because she felt left out and now she is in none of our professional portraits. Thanks David's Bridal for the lovely memories. I held my sister-in-law in my arms while she sobbed on my wedding day because of your negligence. I can't get my day back to where it should of been......but it is NOT fair that my sister-in-law should have to pay for a dress that your sales lady GUESSED on size for.

I spoke to my sister-in-law today and she stated the salespeople there are being quite ugly with her when she asked for a refund of the cost of the dress. They said there is no compliant "on file" that I ever made an initial complaint. Funny, so tell me....if I "never" complained then why would you all have refunded the alteration fee? We have proof that it was refunded---so if I supposedly "never complained" and "nothing is on file that anything was ever wrong" then why pray tell would you willy nilly refund the alteration fee? Interesting.

I want the cost of the dress refunded. That is the least you can do to fix what cannot be undone. No one should have to pay for an unwearable dress because "it is not your policy to measure" in a DRESS shop!!Desired Settlement: I want my sister-in-law refunded the cost of the dress + tax (which is $128.81) for which she could not wear. And an apology to her would be nice as she DID NOT get to participate in my wedding.

Business

Response:

October 1, 2014Dear [redacted]:Thank you for the opportunity to respond to the concerns of our customer, [redacted], from our [redacted], TX store.We apologize to our customer for her service experience with our store. David's Bridal stylists can size customers through taking measurements or by having the customer try on our in store merchandise, both methods are acceptable practices. Garment sizing must accommodate for the customers largest proportion or measurement, our alterations departments can take in garments; however our garments do not lend themselves to being let out.David's Bridal Alterations does not charge for taking in by the inch only by the task, the task charge is the same whether we are taking the garment in one inch or three inches. Our stores have onsite alteration departments for our customer's convenience, however alterations are an additional cost, customers do not have to use our accommodations for their altering needs.As a customer courtesy I have instructed the [redacted], TX store to refund [redacted]'s sister in law the cost of her dress in addition to the cost of her alterations. We ask our customer to please return the dress to the store along with the alterations receipt, refunds are by original method of payment, please have the credit card you used with you for your refund.Based on the above information I believe we were able to address all of [redacted]’s concerns.Please contact me if you need any further information.Yours truly,Deborah VCorporate Area

Customer Service Manager

Review: I was at this location where they informed me of a size that I told the lady it was going to be too big. I explained that I would much rather her take my measurements and make the dress of that due to the fact they did not have a display with the size I believe I was. Then only for my dress to arrive and then I am now responsible for the alterations price after I told the lady that I was not that size. Lastly, the dress was $20 less than my alterations that is crazy.Desired Settlement: A full refund of the alteration charges and 50% of the dress.

Review: I placed my order on 6/16/14 (Order #[redacted]). I hadn't received any update on shipping until I initiated my own investigation. I waited until after the estimated delivery date to contact them in order to allow a fair amount of time for delivery. They requested I check with all other residents in my home and any neighbors before initiating a [redacted] claim. I did so and contacted them again requesting them to proceed with the [redacted] claim. Davids Bridal actually never responded to that message, I received a direct call from [redacted] to investigate. I told them the same thing I just explained above, they stated they would initiate the investigation and I would hear back from them. I never did receive contact from [redacted] again, however this morning I received an email from David's Bridal refusing to replace or refund me because "[redacted] has advised us that you acknowledge receipt of the package." however that never happened. How can [redacted] advise them of a conversation that never took place? If need be I will send the phone recording from my cell phone provider for proof. I never stated I received the product, because I don't have anything and now I am without product and money. At this point I am just looking for a refund and I will find someone else to buy this garter set from.Desired Settlement: $33.42

Business

Response:

ATTN: [redacted]In response to customer complaint ID # [redacted], below are the actions and ultimate resolution resulting from the customer’s complaint. Please note as of today, 8/12/14, [redacted] has been issued a full refund, in the amount of $33.42. For documentation purposes, all email correspondence and the most recent [redacted] claims investigation update are included in our communication. [redacted] purchased a garter set from our online web store on 6/6/14. On 7/5/14, [redacted] emailed us, inquiring about the status of her shipment. Our customer service team responded to [redacted] via email on 7/5/14, advising the [redacted] tracking number associated with her shipment, (tracking # [redacted]) reflected a successful delivery. We asked [redacted] to check with her neighbors and household members to ensure no one received the package on her behalf.On 7/8/14, [redacted] responded to our email, advising she did not receive the package. Our customer service department initiated a [redacted] claims investigation on 7/8/14, in hopes of gaining insight on the status of her delivery. On 7/17/14, [redacted] notified our customer service department advising the claims investigation had concluded, and that [redacted] acknowledged the receipt of the delivery. We notified [redacted] on the investigation results the same day, 7/17/14, via email communication. [redacted] responded to our email notification 7/17/14, advising she did not acknowledge receipt of the package. Our customer service department re-opened an additional tracer investigation with [redacted] on 7/17, advising the customer challenged the investigation claim results.On 7/26/14, [redacted] notified our customer service department advising the claims investigation had concluded, and that [redacted] acknowledged the receipt of delivery. The same day, 7/26/14, our customer service department notified [redacted] via email notification of the [redacted] claims investigation, advising [redacted] stated she acknowledged the receipt of delivery. On 8/1/14, [redacted] responded via email and advised she had not been contacted by [redacted], nor did she have the merchandise she purchased. The same day, 8/1/14, our customer service department responded to [redacted] via email advising that unfortunately, we were unable to provide a replacement or refund as both [redacted] investigations resulted in her acknowledging receipt of the delivery.On 8/12/14, [redacted] provided an update to the last tracer investigation our customer Service department initiated on 7/17/14, they are unable to provide satisfactory proof the merchandise was delivered successfully to the customer. Upon receiving the [redacted] investigation tracer, our department has created and RMA and processed a full refund for the cost of [redacted] order, in the amount of $33.42. [redacted] should receive her refund within 3 to 5 business days, dependent upon her financial institution.David’s Bridal Customer Service Jennifer S[redacted]Ecommerce Supervisor

Review: I recently bought a dress at David's Bridal in [redacted] PA at the [redacted] store. The manager that I spoke with is [redacted]. When I purchased the dress she failed to tell me about an additional fifty dollar discount that I would receive at the bridal show the following day that I attended. This show was at the [redacted] in [redacted]. I was at this show where I saw her again and she told me she was unwilling to give me the fifty dollar discount they were offering at the show. They were giving this discount to everyone else. She told me since I bought the dress the day before she would not be able to offer me this discount. II believe this is poor business practice and unfair. She could have easily offered me this discount or offered me this discount at the time of the sale literally 24 hours previously. I would like to receive fifty dollars off of my dress. Thanks so much.Desired Settlement: I would like to have the fifty dollar discount they were offering to everyone else since I bought my dress within 24 hours of the bridal show.

Business

Response:

January 16, 2014

Dear **. [redacted]:

Thank you for giving us the opportunity to respond to the concerns of our customer, [redacted], and her purchase from our [redacted], PA store.

**. [redacted]s concerns have been thoroughly researched. I have learned that our customer purchased her bridal gown on January 11, 2014. At that time, the style retailed for $1650.00. Because we are currently having a sale, the bridal gown was selling for $1550.00. Our customer elected to take the gown off the rack because it could not be ordered and received in time for her wedding date. Upon inspection, some flaws were noticed and the customer elected to receive a $100 discount on the gown rather than have repairs made by our Alterations Department. Our customer was also able to take advantage of two other promotions that were offered to her, a $50 coupon for booking an appointment, which is not combinable with any other coupons we may offer, and an additional 10% off her purchase just for applying for the David's Bridal Credit Card. After these discounts and promotions were applied to her purchase, she paid $1245.00 for the gown, $405.00 less than the regular retail price. She was also provided a complimentary garment bag for her gown.

When **. [redacted] saw [redacted], a member of the Store's Management team, at the Bridal Show on January 12, 2014, it was explained that the $50 coupon was given to brides who make an appointment to come to our store. It is not combinable with any other coupons that David's Bridal may offer and could not be applied to a previous purchase. However, we do provide brides who have already purchased with us a coupon for $25.00 off a $50 purchase. In essence, **. [redacted] had already received the $50 coupon for booking an appointment with us.

Based on this information, and in the interest of being fair and equitable to all of our customers, we are not able to honor **. [redacted]'s request for the additional $50 coupon.

Should you have any further questions, please do not hesitate to contact us.

Very truly yours

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because: Per my communication with an employee at the bridal fair they told me directly that they would be able to apply the 50 dollar discount since I just bought the gown the day before. It seems that David's Bridal is making false advertising promises and not fulfilling them. I am extremely unhappy with their response to date and the right thing for them to do is to refund me the 50 dollars promised by the employee at the bridal fair. I explained my situation to them and that I recently purchased the gown, they went on to tell me that since I just bought it I could have the bridal expo discount of fifty dollars refunded too me. This is outside and any discounts that I negotiated at the time of purchase. I would like to pursue a mediation in this case if David's Bridal fails to refund me the fifty dollars that was promised me by the employees at the bridal fair. Thank you for your help in this matter and I look forward to hearing back from you.

Regards,

**. [redacted]

Business

Response:

February 26, 2014

Dear **. [redacted]:

Thank you for giving us the opportunity to respond to **. [redacted] and her additional concerns.

**. [redacted]'s request has received further review. At the time **. [redacted] made her purchase with us, she was provided a $50 coupon for making an appointment with us. The coupon was redeemable when the customer made a purchase. The coupons that are shared with brides at the Bridal Show are to encourage them to make an appointment and hopefully purchase with us. This is, in fact, the same coupon that **. [redacted] had already received the benefit of. However, she was handed a coupon for $25 off a future purchase of $50, which was not provided to the other brides. Based on this information, we are unable to honor the customer's request for the additional $50 coupon. Please see enclosed copy of the coupon to which our customer is referring.

Should you have any further questions, please do not hesitate to contact us.

Very truly yours,

Review: On this visit I went to the store to order shoes for a wedding that I am a bridesmaid in. I told the lady that I need a size 6 and we told me that they had to be ordered. After placing the order she was going over the receipt with me and she ordered a size 5 instead. Well apparently the warehouse was out of size 6 and after two different employees spent over an hour calling other stores around the state to find the right size I was told that I had to pay the shipping cost to get the shoes from the other store! It is not my fault that the store I went to did not have the size or that the warehouse did not have the size, so why should I have to pay the shipping. I was not going to have to pay any shipping if it came from the warehouse but because it was coming from a different store (which is probably closer than the warehouse) I have to pay the shipping. I have never heard of any store charging a customer, especially one that does really have a choice where to shop (because of the brides decision) shipping cost to get what they want from another location. I even asked if I could avoid the shipping charges by having the shoes shipped to the store and picking them up and was told that was not an option. As all this was going on a lady who I believe to be some kind of supervisor was sitting behind the counter doing some paper work and was part of the conversation did not seem to care or want to help. After talking to someone at corporate they pretty much to me the same thing that if the product is not available in the store they can either get it from the warehouse (if it is available) or another store. If it comes from the warehouse there is no shipping fee, if it comes from another store it has to be shipped to you house and you have to pay a $15.00 shipping fee. They will not ship store to store.Desired Settlement: I don't that I should have had to pay a shipping fee and I would like the at least the $15.00 refunded to me.

Business

Response:

September 24, 2014Dear Ms. Butts:Thank you for the opportunity to respond to the concerns of our customer, [redacted] From our [redacted], MI store.[redacted] contacted our store on 6/15/14; she requested her shipping charges be refund for shoes she had to purchase over the phone with our [redacted] store due to our warehouse being out of the specific size she needed.As a customer courtesy our [redacted], MI store will refund [redacted] the cost of her shipping charges.Based on the above information believe we were able to address all of [redacted]'s concerns to her satisfaction. Please feel free to contact me if you have any further questions.Very truly yours,Deborah VCorporate Area Customer Service Manager

Consumer

Response:

[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.]

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,

Review: My wedding date is scheduled for Nov 23, 2014. Around the end of June my bridesmaids (9) girls had gotten measured by David's Bridal staff member that is suppose to know what she's doing. However I'm a little confused as to why there dresses do not fit properly. Well come to find out that my Maid of Honor's dress was order in a petite size 6 (when she ordered a regular 6 and we paid for extra length and the dress was regular length. This is unacceptable and I'm ready to return the $1200 wedding dress I purchased plus all of the bridesmaid dresses and we can take our business elsewhere. After going back and forth with the staff member, she replaced the order the correct way and now the dress will not be in until 11/4/14. My concern is How many other dresses were incorrectly ordered? I have family from out of town that is apart of my wedding and if there dresses don't fit what options can you provide?

Unacceptable Business.Desired Settlement: I need a rush on all of my dresses or we'll just return them.

Business

Response:

August 31, 2014Dear [redacted],We appreciate the opportunity to respond to [redacted]'s concerns outlined in her letter. I would like to thank her for taking the time to write to us about her shopping experience at our [redacted] David's Bridal store. sincerely apologize that the bridesmaid dress was not ordered originally with the four inches of extra length.I spoke to the Store Manager, Adrianna who has been in contact with [redacted] and for the error we will discount the dress 20% off and make sure that if the bridesmaid needs alterations we will work within her time frame and turnaround the dress very quickly in plenty of time to meet the November 23rd wedding date. We are doing our best to expedite the dress from overseas but unfortunately we don't stock extra length and that is why it is taking longer to receive. Once the dress is received in our Distribution Center in Pennsylvania, I have it slated for overnight shipping to the [redacted] store and Adrianna will call her the second it arrives.At David's Bridal, our intention is to provide customers with a consistent shopping experience in all of our locations. We welcome constructive feedback from our valued customers and use it to provide coaching to our associates and our management team so there can be continued improvement.Sincerely,Allison LRegional Customer Service Manager

Consumer

Response:

[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.]

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,

Review: AFTER BEING RUSHED AND PRESSURED TO PICK A DRESS BY THE SALES TEAM, I LATER CHANGED MY MIND AND PICKED ANOTHER DRESS. THE SALES WOMAN PUT ME IN A SIZE 10 DRESS. THE DRESS DID NOT ZIP UP ALL THE WAY, BUT WAS BIG IN THE WASTE. THE SALES WOMAN RECCOMENDED I STAY IN A SIZE 10 AND NOT GO A SIZE UP. I TRUSTED HER AND ASSUMED SHE KNEW WHAT SHE WAS DOING. ALTERATION NEVER CAME OUT TO LOOK AT THE DRESS ON ME. WHEN I WENT TO MY ALTERATION APPOINTMENT THE SEAMSTRESS SAID THE DRESS WAS TOO SMALL AND I NEEDED A SIZE UP, SHE CHECKED IF THE STORE HAD ONE AND THEY DIDN'T, SHE DID NOTHING TO FIX AND THIS AND CONTINUED TO DO ALTERATIONS ON THE DRESS THAT WAS TOO SMALL. THE TOP HAD TO BE TAKEN OUT AND THE WAST NEEDED TO BE TAKEN IN. SHE MEASURED MY WASTE WHILE I HAD THE DRESS ON ME. WHEN I CAME TO PICK UP THE DRESS AFTER ALTERATIONS MY BACK WAS SPILLING OUT OVER THE DRESS BECAUSE IT WAS STILL TOO SMALL. THE ALTERATION LADY ASSURED ME IT LOOKED GOOD, SHE THEN SAID TO TRY THE DRESS WITH OUT THE BRA. SO I DID AND IT WAS PRACTICALLY FALLING OFF OF ME, AGAIN SHE THOUGHT IT LOOKED GREAT. IT DID NOT! I ALSO POINTED OUT THE WASTE WAS NOT FITTED AND WAS TOO BIG. SHE WAS BUSY WORKING WITH ANOTHER BRIDE, WHICK ALWAYS SEEMS TO BE THE PROBLEM, AND WASNT TOO WORRIED ABOUT FIXING IT. I TOOK THE DRESS. I BOUGHT A NEW BRA, AND TOOK IT TO ANOTHER SEAMSTRESS. THE WAIST HAD TO BE TAKEN IN 3 1/2 INCHES!!!. I WENT BACK TO THE STORE AND TALKED TO 2 MANAGERS AND THE SALES GIRL. I TOLD THEM I WANTED A REFUND FOR THE PRICE OF TAKING OUT THE TOP OF THE DRESS, SINCE SHE PUT ME IN THE WRONG SIZE. I ALSO TOLD THEM IT HAD TO BE TAKEN IN MORE THAN 3 INCHES. THEY TOLD ME TO BRING THE DRESS IN AND IF I DIDN'T LOSE ANY WEIGHT THEY WOULD FIX IT...HELLO! WHO LOSES 3 1/2 INCHES? THAT IS A DRAMATIC WEIGHT LOSS. WHEN I WENT IN THAT DAY MY HUSBAND WAS WITH ME AND JUST BEFORE WE WERE ABOUT TO LEAVE ONE OF THE MANAGERS GIVES A DETAILED DESCRIPTION OF WHAT MY DRESS LOOKS LIKE, RIGHT IN FRONT OF MY HUSBAND. MOST GUYS WOULDN'T EVEN KNOW WHAT SHE WAS TALKING ABOUT, BUT MY HUSBAND IS FASHIONABLY INCLINED AND DID UNDERSTAND. I DIDN'T EVEN WANT THE DRESS ANYMORE AFTER THAT, I CRIED AND LEFT I WASN'T GOING TO DEAL WITH THEM ANYMORE. THEY GAVE ME THE NUMBER FOR CUSTOMER SERVICE, WHO I CALLED 2 TIMES AND LEFT A MESSAGE WHERE IT SAID THEY WOULD CALL ME BACK WITH IN 24 HOURS, I NEVER GOT A CALL BACK. THE EXTENTION GIVEN TO ME BY THE MANAGER DIDN'T WORK AND I EVEN STATED THAT IN MY FIRST MESSAGE. SO BASICALLY THESE ARE MY COMPLAINTS; I WAS PUT IN THE WRONG SIZE DRESS. NO ONE FIXED IT. MY DRESS WAS NOT PROPERYLY ALTERED. THEY TOLD MY HUSBAND WHAT MY DRESS LOOKED LIKE AND CUSTOMER SERVICE NEVER CALLED ME BACK. ONE MANAGER DID CALL ME TO BRING THE DRESS IN BUT WHEN I CALLED BACK I WAS PUT ON HOLD AND TOLD THEY WERE REALLY BUSY, LIKE ALWAYS.Desired Settlement: SALES PUT ME IN THE WRONG SIZE, I WANT A REFUND FOR ALL THE ALTERATION MADE, FOR "TAKING OUT" OF THE DRESS. NOT SURE HOW YOU CAN FIX YOUR MANAGER RUINING THE SURPRISE OF MY DRESS FOR MY HUSBAND...

Business

Response:

September 24, 2014Dear [redacted];Thank you for the opportunity to respond to the concerns of our customer, [redacted], from our [redacted], TX store.I apologize for [redacted]'s customer service experience with our store. Bridal and Special Occasion Alterations are a process and may require more than one visit by our customers to obtain the perfect fit.lf a customer is not satisfied with her requested alterations, David's Bridal will do adjustments to satisfy our customer's needs at no additional charge. The only time additional alteration charges would be applied is if the customer measurements changed resulting in additional alteration adjustments needed for fit, this can be substantiated by the customer's measurement.David's Bridal requires bust, waist, hip and heel measurements ie taken and recorded for all our customers at their first alterations fitting.Once outside alterations are done, we can no longer verify the concerns of our customer and determine the cause. Based on the above information and that [redacted]'s wedding gown has been altered elsewhere we are unable to honor her request for a refund on the cost of her alterations.Yours truly,Deborah VCorporate Area Customer Service Manager

Review: I currently reside overseas due to my job. My home is in [redacted] GA. I went into the [redacted], GA location where [redacted] is my consultant. Let me say that she has been outstanding in every way.

I have 5 women in my bridal party. 2 MOH's and 3 bridesmaids. My wedding date is 8/10/13 in [redacted] GA, so I informed all of my women to purchase their dress by 3/1/13 which they did. My colors are HORIZON for the bridesmaids and MERCURY for the MOH's. One of my MOH's, [redacted] ordered her dress in size 8 MERCURY at the [redacted] GA location and my other MOH [redacted] ordered her dress in size 2 in MERCURY at a [redacted] VA location. When [redacted]'s dress came in it was a size 8 in HORIZON (wrong color) so she went in to the [redacted] store to let them know that her dress was the wrong color. Instead of reordering her dress in MERCURY they clicked on [redacted] and deleted her order ENTIRELY out of the VA store's system. They canceled her size 2. 1 month later [redacted] gets an email from the [redacted] store stating that her dress in size 8 HORIZON is ready for pick up. Once again wrong color and she is in VA..why is the GA store emailing her??? I contacted my consultant [redacted] at the [redacted] GA to straighten things out. She informed me that the [redacted] store really messed up and NEVER ordered a replacement dress for [redacted]. Her size 8 in HORIZON sat there for ONE month before they emailed [redacted] in GA stating her dress was ready (when in fact it was [redacted]'s WRONG dress). The [redacted] store cancelled [redacted]'s order and therefore [redacted] had to contact her DIRECTLY to get her mailing address and send her the dress in size 2 MERCURY to her residence once it arrived in GA. It won't be ready til late June...too late for alterations to be made if needed because it takes 10 weeks. I am still not sure when [redacted] dress will be ready since [redacted] messed her order up as well. Once again too late for her to get alterations as well. This is unsatisfactory. Not to mention the lady at the VA location was very rude and would not put in my consultant's code so that she could get credit, had my MOH trying on the wrong dress and she almost PURCHASED the wrong dress when there are detailed notes in my account about which dress styles and colors are for bridesmaids and MOH. It was so bad that she had to ask for the manager because the customer service rep stated "I decide who gets the commission for this dress, and it goes to me". There is another issue with my bridesmaid in [redacted] LA but that will be a separate complaint. My main issue is that David's Bridal cannot FUNCTION as an effective corporation. The actual store in [redacted] GA that I went to (as well as my other 2 bridesmaids) had NO ISSUES. Out of state and other in state locations all caused issues for my women and their dresses because their customer service reps REFUSE to read ALL the details. I cannot be the first bride that has had 2 MOH. To get them confused when both are in separate states is unacceptable. To cancel an order out of a different state so that now her dress has to be mailed to her residence AND she cannot get alterations in time messes up my wedding. I don't have time to stress over matters where common sense should dictate but is lacking severely. I am dissatisified and will not recommend David's Bridal to ANYONE. I request a refund of both [redacted]'s dress and [redacted]' dress since they will arrive TOO LATE for ALTERATIONS to be completed!Desired Settlement: I want both [redacted] and [redacted] refunded for their dress even if it arrives in time for the wedding. Yes I am asking for 2 FREE dresses for the unnecessary inconveniences caused.

Business

Response:

See Attachment:

Consumer

Response:

[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.]

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,

Review: On May 19th, 2014 I went into David's Bridal to look for wedding dresses. I was not planning to purchase a dress at this time, however the sales representative was very persistent in her approach. After she assured me if I had any issues I could come to her, I reluctantly purchased a dress from them. A couple days later, after I had time to think about my purchase and review the dress, I realized that it was not really the style I wanted, and did not even fit properly. Later that week I returned to the store to attempt to return the dress. I was told that they do not accept returns. When I was originally there to purchase the dress I was not made aware of this policy. It has now come to my attention that a complaint to the Revdex.com might result in someone from the company hearing and helping me with my situation. Me and my fiance are prepared to bring a lot of business in the form of 6 tux rentals, and 5 dress purchases through our bridesmaids and groomsmen. These purchases and rentals will be for more than the price I even paid for my dress. I would hate to think this company would have to lose my business because they refused to honor a refund on an item I have never even worn outside the store based on a policy that I was never made aware of. This is for the David's Bridal on [redacted], VA [redacted], ###-###-####Desired Settlement: I simply want a refund for the dress I purchased. The dress is in all of its original packaging and has never been altered or worm outside of the store.

Business

Response:

September 26, 2014Dear [redacted]:Thank you for the opportunity to respond to the concerns of our customer, [redacted] from our [redacted], VA store.David's Bridal has an "all sales are final” policy that is consistent within the bridal and special occasion industry. This information is stated on our customer's receipts, at our cash registers on our web site and in our catalogs. However, when a customer does contact us to request an exchange, we have strict criteria that we must follow. The merchandise must be current and regular price not marked down or discontinued, it also needs to be unaltered, unworn with the tags attached a recent purchase and in pristine condition. Unfortunately, [redacted]'s merchandise does not meet all our exchange policy criteria, not a recent purchase 4/5/14. David's Bridal must remain fair and consistent with all our customers. We achieve this goal by following company policy equally with all customers.Based on the above information we are not able to honor our customers request for a refund or exchange.Please feel free to contact me if you have any further questionsVery truly yours,Deborah VCorporate Area

Customer Service Manager

Consumer

Response:

Not only did they not offer to refund this purchase, but they even made a point to say I could not exchange it. This is a very poor effort on their part. They will be losing my rental business for my wedding. [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]

Review: [redacted]

I am rejecting this response because:

Regards,

Business

Response:

October 6, 2014Dear Ms, Butts:Thank you for the opportunity to respond to the additional concerns of our customer, [redacted] from our [redacted],VA store,When a customer does contact us to request an exchange, we have strict criteria that we must follow. The merchandise must be current and regular price not marked down or discontinued, it also needs to be unaltered, unworn with the tags attached a recent purchase and in pristine condition. Unfortunately, [redacted]'s merchandise does not meet all our exchange policy criteria, not a recent purchase 4/5/14. Our store 1st documented our customers contact in reference to this issue on 9/24/14, five months after purchase; this amount of time exceeds our exchange policy criteria.David's Bridal must remain fair and consistent with all our customers. We achieve this goal by following company policy equally with all customers.Based on the above information we are not able to honor our customers request for a refund or exchange.Please feel free to contact me if you have any further questions. Very truly yours,Deborah VCorporate Area Customer Service Manager

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

I cannot accept this response, as there has been no resolution offered.

Regards,

Review: I was told that my dress was ready to be picked up in the middle of April. When I tried the dress on at the store, I saw that it was ripped in two different places, and it was very noticeable. I showed the ladies who were working and they were surprised to see the damage because they said that normally does not happen. It did happen to me though, and they ordered me a new dress, which came right before the wedding. During the reception, after only an hour of wearing the dress, plastic wire ripped out of my dress and began cutting my chest. [redacted], a fellow bridesmaid explained that wire was ripping out of her dress as well. I worked hard for the money that I spent on this dress, and I expected to be able to wear it on more than once occasion. So, I called David's Bridal the next day, on May 11th, to explain this situation to the manager. Lori is the woman I spoke with. After explaining my situation to her, she asked [redacted] and I to bring in our dresses so she could take a look at them. On May 14th, [redacted] and I brought our dresses into David's Bridal. Lori confirmed that our dresses were clearly damaged. I thought I would be able to return the dress for a full refund; however, Lori explained to me that she couldn't guarantee anything until she spoke with corporate. I understood that, and she said that she would get back to me in about three days. I did not hear from Lori for two full weeks. I attempted to call her and it seemed impossible to get ahold of her. When I asked if it was possible to leave her a message, I was told that it wasn't. I then asked if someone could look at the schedule to let me know when she would be in next, and they couldn't do that either. Whoever I spoke to explained that she thought Lori would be there sometime that next afternoon. Getting ahold of Lori was still unsuccessful until I finally received a voicemail from her on May 28th. Lori explained that all I can do is come in and receive fifty percent off of the dress, and she mentioned nothing about getting the dress fixed. When I called Lori back I explained to her that I expected to hear from her a long time ago. Lori said that corporate took a very long time to get back to her. That surprised me because I would think that a company would be quicker to resolve issues with upset customers. Lori then stated once more that I can get fifty percent off of the dress. I explained to Lori that I expected more than that because I have had two separate incidents involving my dress ripping in some way, and I have had to go through a great amount of trouble with this dress and company. If the dress had only had one issue, the situation might be different; however, there has been more than one issue with this dress. While talking with Lori, I also pointed out that she had never mentioned anything in the voicemail about my dress getting fixed. She explained that she is sure someone could fix the dress in store; however, that is not something she is worried about. If I could just return the dress for a complete refund I wouldn't be concerned with the dress getting fixed either; however, if I do not have a choice but to keep it, I would like for it to be fixed. After all of this, I was still upset to hear that's all Lori felt she could do about this horrible situation. I then asked for corporates number,

because I still felt unsatisfied. She refused to give me the number. I then asked for an e-mail address for corporate, and she refused to give me that as well. Lori explained to me that she would contact corporate and have someone call me. I work every day from 8:30 to 6:15, and I know that corporate closes before that. So, I explained to Lori that it would be very difficult for corporate to get ahold of me, and that it would be much easier if I could have their information so I could contact them on my own time, when I was free. Lori still said that she cannot give me that information. Lori also 'warned' me that if I do talk to someone at corporate, they might go down from the fifty percent discounted price that they already said I could have. I'm not sure if she said that to me to try to scare me out of talking to corporate, but I felt as though it was rude and it upset me even more. She lastly said that someone would be contacting me during the week, and that they would be leaving me a message so I could call them back; however, I never heard from corporate after that, or Lori. This is when I got online to try to find corporates number myself. I came across the number of Nancy F**, who works for corporate customer service. I left her a message the week of June 2nd, and I never received a call back. So, Monday the 16th of June, I called David's Bridal once again to try to speak with Lori; however, she was not there, so a lady told me that she would have Lori call me back Wednesday the 18th, after five, when I was off work. I once again did not hear from Lori. I called back Friday the 20th of June and finally got ahold of Lori. Lore explained that she had been very busy that week, which is why she hadn't called me back. She also said that she was really busy at the moment, and that she would have to call me back at a later time. I said okay, and before I got off of the phone she asked me if I had gotten ahold of corporate yet. I said no, because she refused to give me their number or e-mail, and I reminded her that she told me she would be the one to have corporate contact me. All she said was that she knew I wanted to get ahold of corporate, so she called them and told them that I would be contacting them. Her story makes absolutely no sense to me. How did she expect me to get ahold of corporate, when she refused to give me information? Also, why would she tell me they would be calling me, and then turn around and tell them I would be contacting them? It just doesn't add up. After I continued to explain to her that she said she couldn't give me corporates number, she said she contacted corporate and they told her I can have their number now. Later that night she left me a message with the number to contact a woman named Cindy from corporate. I am unsure of what her last name is, because it is hard to understand it in her voicemail. I have left Cindy multiple messages over the last few weeks, and I have not gotten a single reply from her; although, her voicemail says that any messages will be returned no later than 24 hours. After around two months of this issue not getting resolved I was finally given the number to Cindy - someone who I thought would be able to assist me and resolve the situation - and she cannot even return my calls. If corporate doesn't even care enough to satisfy an extremely frustrated customer, I just don't think anyone involved with the David's Bridal business will. It seems as though all that they are concerned with is getting money from people by selling cheap clothes and providing horrendous service. and I am incredibly disgusted by this business's inability to respond to my phone calls and requests for support, to resolve this issue. It shouldn't be so difficult to get this situation handled. I have never felt as unsatisfied with a business as I do now. These last three months have been a nightmare with David's Bridal. After this horrible experience, I will never support their business, recommend them, or purchase anything from them again.Desired Settlement: I have struggled with this company so greatly over the last few months, that I truly feel as though I am entitled to a full refund. I feel as though I am a completely neglected customer, who has been given absolutely no support or assistance. Of course, a letter or apology in regards to how horribly they have treated me would be appreciated; however, all I need is to get my money back and to never speak with them again. Honestly, I believe David's Bridal needs updated customer service training to remind them of how to properly assist a customer. I truly hope that reaching out to the Revdex.com will help me resolve this issue, because if not, there is nowhere else for me to turn.

I would like to add, at the end of this complaint, I posted the date of the first problem as 4/30; however, the first issue occured when I went to pick up my dress and it was ripped in two places. I know this occured sometime in the middle of April. I am unable to remember what exact date that was; however, 4/30 is when I went to pick up the new dress, and to make the return in store for the ripped one. I just wanted to clarify that. I would also like to point out that I paid $151.17 for the dress on 2/28, and when I returned the dress on 4/30 for the new one, the total read $139.00. I just noticed this, and I am not sure why this is. I just don't want to leave any details out.

Business

Response:

October 1, 2014Dear [redacted]:Thank you for the opportunity to respond to the concerns of our customer, [redacted], from our [redacted], KS store.[redacted]'s concerns were in reference to what she believed to be a defect in her bridesmaid dress. After researching this issue we found no other reported issues with this specific dress style, however as a customer courtesy I have instructed the [redacted] Store to refund [redacted] in full for her bridesmaid dress.Based on the above information, I believe we were able to address all of our customers concerns.Please feel free to contact me if you have any further questions.Yours truly,Deborah VCorporate Area Customer Service Manager

Review: M y two bridesmaids purchased their shoes from here in early Feburary. They were to arrive within four weeks. Then be dyed and they were to be notified to pick up their order. No one ever contacted out to them. I called in April looking for an update. The sales associate advsied that the shoes had been picked up, which they hadn't. I advised her of that. She then went searching found the one pair but not the other. She then went into their system and realized the order had been canceled and refunded. Who they refunded it to they had no record and advised it must had been a mistake and reordered the pair. I was told should be there within two weeks. The shoes they were able to find had never been dyed. I was advsied they would be dyed and ready within a week. On 6/12/19 my bridesmaid spend over an hour on hold trying to find out where her shoes were that were supposted to have dyed and ready in April. They all were to have been shipped upon request from mid April. They proceded to tell her that someone picked them up. Again not true because after her holding almost an hour they found the shoes and advised they would be shipped out immediatly. They then found the second pair and called for an address for them to ship the order to the second girl. They already had her address in the system but I gave the address a second time. I had called the corporate office for assistance and left several messages with Deborah V[redacted] (her phone number is[redacted]) who has not returned any of my phone calls. The manager at the store had advised she was going to call by Monday (6/16/14) with the tracking numbers. I called because I had never recieved the numbers. I again gave the address and asked for the tracking numbers. The sales associate gave me two tracking numbers that were with [redacted]: [redacted] and [redacted]. These tracking numbers were from their warehouses to their store. I told the girl this and she had no record of any tracking number used. I called the store on 6/19/14 to find out that they just shipped the first girl's shoes 6/18/14 and didn't ship the second girls shoes because they needed a valid address. They then told me that they had reached out to me for it earlier that day. This again was not true. I was advised I would recieve a call back later that day with the tracking numbers and that after they ship it it isn not their problem what happens. They never called nor took my phone call this morning.Desired Settlement: I need these shoes as soon as possible. I want an apology from corporate and an explanation why my orders and wedding was not important enough to return a single phone call.

Business

Response:

August 27, 2014Dear [redacted]:Thank you for the opportunity to respond to the concerns of our customer, [redacted], from our [redacted], PA store. [redacted] contacted my office on June 19, 2014. At that time, she stated she was experiencing issues in reference to two pairs of shoes purchased March and April from our [redacted] store. The shoes were to be dyed and shipped to her bridesmaids for her October 31, 2014 wedding and as of 6/19/14 were still not received.I apologized to [redacted] for the issues and thanked her for bringing her concerns to my attention; assured her I would contact the store manager to have the bridesmaid’s shoes shipped and the [redacted] tracking numbers emailed to her, I also informed [redacted] that the store would as a courtesy ship her a wedding gown preservation kit at no charge so she could have her wedding gown cleaned and preserved.Based on the above information, I believe we were able to address [redacted]'s concerns.Please feel free to contact me if you have any further questions.Very truly yours,Deborah VCorporate Area Customer Service Manager

Review: Purchased a bridal gown in 2012. Has never been worn or altered or taken out of dress bag. When purchased gown was never told of no return policy. Has called shop several times and corporate office with no help. They said all sales are final even though was not disclosed to me.Desired Settlement: Return of dress

Business

Response:

July 30, 2014Dear [redacted]:Thank you for giving us the opportunity to respond to the concerns of our customer, [redacted], and her purchase from our Norfolk, VA store.[redacted]'s request has been fully researched. | learned that [redacted] purchased her wedding gown on December 2, 2011 and picked the gown up on January 2, 2012. [redacted]'s wedding wasscheduled for October 13, 2012. At this time, [redacted]'s gown has been out of the store for more than two and a half years.David's Bridal has an “all sales are final” policy that is standard within the bridal and special occasion industry. This information is posted at our cashwrap, on our website and printed on our receipts. We rarely make exceptions to this policy. David's Bridal cannot be held responsible for changes in a customer's plans.Based on this information, we are not able to honor [redacted]'s request to allow the return of her wedding gown. Should you have any further questions, please do not hesitate to contact us.Very truly yours,Marion M Regional Customer Service Manager

Review: I was basically forced to give my phone number to David's bridal before they would even help me with dresses. Now I am getting calls from [redacted] about tuxedos and I do not appreciate it. I was told my number was only getting used to track bridesmaids and keep everyone together. Now because my phone keeps ringing at work I am getting penalized. I am extremely upset. I didn't even purchase anything but they will not stop calling!!!!!Desired Settlement: STOP CALLING ME!!

Business

Response:

September 20, 2013

Dear **. [redacted]:

Thank you for giving us the opportunity to respond to the concerns of our customer, Amberly [redacted].

David's Bridal has a program that connects our customers with outside special occasion and wedding vendors. Many of our customers find this useful in planning their events. When a customer registers with us, they are given the opportunity to "Opt In" or "Opt Out" of this program. In researching **. [redacted]'s concerns, it does appear that she did not select "Opt Out."

We do apologize for any inconvenience this has caused our customer. **. [redacted]'s information has been removed from all our contact lists. The calls will stop within the next few days.

At this point, we believe **. [redacted]'s concerns have been resolved. Again, thank you for giving us the opportunity to respond to her concerns. Please do not hesitate to contact us if you have any further questions.

Very truly yours,

Review: I had alterations done to my bridesmaids dress for an event that is taking place on Sat. July 27. I first went in for my alterations appointment on Tues. June 11. While making the changes and pinning my dress I made note that the top of my strapless dress had some movement in it. I was comfortable and was able to breath. The seamstress even double checked with me to make sure the changes were good. I gave her the 'ok' for the changes so she completed pinning my dress.

Then AFTER I put my clothes BACK ON (note: a seamstress is supposed to measure the person in the garments they will be wearing for the day of the event i.e. strapless bra) she measured me before I exited the store (note: mind you at NO POINT did she tell me that if additional alterations were needed when I came back that I needed to pay for those as well).

I then went in on Sat. July 20 for my final fitting. The seamstress first took my measurements again (with my clothes on) and then I proceeded to try my dress on. I was unable to breathe in the dress as it had been taken in too much at the top, everywhere else fit me fine. She was claiming I gained weight or "got bigger" as she said because there was an inch and a half difference between my bust sizes from the first appt and the second appt. But since I was measured with my CLOTHES ON you would think that the dress would actually be a little big on me, well not in this case! It was then when the seamstress said "We have a policy at David's Bridal when you have alterations done, if you need them again, you have to pay again" and I had already paid $135 for my alterations. I proceeded to tell her that the seamstress who originally "pinned me" did not tell me this information otherwise I would have gone elsewhere. I asked her for the store manager [redacted]. I told [redacted] there is no way I grew that much in my bust. My diet hasn't changed and it wasn't "that time of the month" as she had asked me if it was. She also said maybe it was just water weight and it would eventually subside. I told her I wasn't told at the first apt that if anything else needed to be done I had to pay on top of what I already paid. She just apologized and said "the seamstresses can't work for free". So I took my dress as it was and left.

My mom put in a few calls to the store because she was unhappy with the results as well. If it was their mistake they should've fixed it for me. [redacted] called me on Wed. June 24 telling me she spoke with Customer Service and they could do the alterations for free. But since it took her so long to call me back I already have previous appointments set up as the wedding is in 3 days and I have to go out of town for it; therefore, I'm leaving a day in advance. There was absolutely no way I could drive back to the store and sit there while they let my dress out. If she would have called me earlier in the week I would have been able to take it, but with them waiting until last minute I wasn't able to take it in. And they have on file when the event date is!Desired Settlement: All I'm really looking to get is a Refund. Whether it be cash or money put back on my card. Even if I got half of what I paid for the alterations I would accept that.

Business

Response:

See Attachment:

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

1 - You ARE NOT supposed to measure someone while they still have their clothes on (which is what David's Bridal did). There are different thicknesses of clothing and undergarments which can cause the measurements to change. You are supposed to measure someone with the garments they are going to be wearing with the item that is getting altered.

2 - **. [redacted] had stated that my measurements went from Bust - 39.5, Waist - 34, Hips - 42 to Bust - 41, Waist - 34.75, Hips 42.50 in a matter of a month. If my bust had changed that dramatically than none of my current clothes and undergarments would fit me, which they still do!

3 - Since I was measured WITH my clothes on, wouldnt the dress technically have been a little bigger on me than smaller? Getting measured with a padded bra (which is what I had on) and a tshirt most likly adds a good bit to the measurement. Therefore, my dress shouldnt have been as tight as it was being that the undergarments I had on with the dress at the first alterations was just a basic non-padded strapless bra.

4. - I did receive a call from **. [redacted] in re: to them offering to alter my dress for free; however, the reason I rejected it was because they called me on Wednesday 7/24 which was 4 days AFTER my final fitting on Saturday 7/20 (they stated my 2nd/final fitting was 7/19 which was WRONG) and I was leaving that Friday 7/26 because the wedding on Saturday 7/27 was out of town so I did not have time to drive all the way back to store to have the dress fixed. Not to mention I had prior appointments already set up for later on in that week (Wednesday and Thursday).

5 - **. [redacted] asked me if was my"time of the month" at my final fitting appointment on 7/20 which I did not appreciate. She also suggested it could just be "water weight' and it should come off.

6 - Since my Bust, Waist, and Hips all changed in size than wouldn't the whole dress have been a little snug on me, other than it just being the bust area?

When I am wrong, I will admit when I am wrong but I truly believe that this was a mistake on their part and they're doing everything in their power to blame me, trying to say that "the numbers don't lie". Well if the seamstresses were to have measured me correctly than I would understand that, but they measured me completely clothed with a padded bra on. So with me having all those extra layers on there is no reason the dress should've been as tight as it was.

Regards,

Review: I called davids bridal to set an appointment to purchase a bridal dress. when I called I asked the woman on the phone if I was able to exchange a previous wedding gown that I purchased from them, she told me "yes as long as it hasn't been altered" she never told me the dress had to be purchased within a 6 month period or it couldn't be a "sale" item, even after I asked her "even if I purchased the dress on sale I would just get back what I paid or get the sale price back" she told me I could do an even exchange or pay the difference if I chose a more expensive dress... well when I got to my appointment they took the dress from me and put it behind the dress and didn't even look it over, all they said was we can exchange it after you choose your new dress, so after trying on many dresses a "small manager" rudely came up to me and said " we cant exchange your dress its been discontinued from our store, who told you you could return it?" I said the lady I spoke to on the phone.. she continued to be rude and talked to me like I was stupid and should have known better, my consultant [redacted] was very nice to me and even she said she didn't know they had a time limit on exchanges or you couldn't exchange a dress that was discontinued.. [redacted] continued to have me try dresses on until ANOTHER manager came in who was a larger lady I don't remember her name, She was also VERY RUDE to me and said they were unable to exchange my dress for me and I said then you shouldn't have told me that I could on the phone. Why wouldn't the lady I spoke to have asked me questions or informed me it had to be within a certain amount of time, the manager proceeded to tell me "well it depends on who you talk to" well maybe everyone there should be on the same page so they don't have issues such as this. How can the return policy apply to some people and not others? my dress I was trying to exchange was STILL ON THEIR WEBSITE! I was willing to double the price of the dress I was going to purchase let alone buy 9 bridesmades dresses, a flower girl dress and a junior bridesmaid... I work in customer service myself and know how return policies are and the difference between taking care of the customer and doing what you can to help them out. they didn't make me feel welcome or take any consideration for anything, they were RUDE to me and ill never ever shop there again and make it a point to tell everyone I come across to not use their servicesDesired Settlement: I wish to be refunded, or even trade for bridesmaid dresses. store credit something so I can be done with this hassle they have caused me. nothing but a headache

Review: There were quite of few things that went wrong with David's bridal. My last incident was when I received my images from my wedding pictures that were taken on march 30th 2013. On my husband forehead is a smear of my make up and I asked if that can be fixed and I am being told that it's an addtional fee. I was also told it could have been added to the package which I was never infirmrd which makes it more expensive. Not only that the photographer has us put our heads together which created the smear on my husband forehead. I am allowed 50 photo albums as well as some single shots. All I amassing is that fom the photo I choose the company should fix it for me for free. I paid way too much money and I would have expected this to be incorpated with my wedding packages. These ae my wedding pictures I will have forever I don't want smears of dark makeup on my husbands forehead. I am very upset and dis appointed. I don't think I am being unreasonable. Since I wasn't informed I think this is far.Desired Settlement: Just fix my picture that I will be selected for the photo album as well as for the single. Again it was a lot of pictures that has the smear and I am only asking for a few for the album and my single shots. They have to understand that with my copyright if I choose to get more photos I now I have pay another company to fix it. I am really not happy.

Business

Response:

On Wednesday May 29th spoke with the customer and informed her that we will take care of doing advanced edits that includes removing the smear of make-up on her husband’s forehead for 50 of her images. [redacted] understands that these images can be used for her album and/or prints. [redacted] informed me that she needs to sit down with her husband to select the 50 images they would like for us to work on and they will send the list via email by the end of the week (Friday). Once we receive her request, the work will begin. [redacted] was satisfied with this resolution and has our contact information should she need further assistance.

Consumer

Response:

Yes that is indeed true I was contacted by [redacted] yesterday May 29 and she said that the company will honor my request I did say I will have the information by Friday, may 31st but I have not yet had the opportunity to go over the images with my husband. So I am asking at least until Monday, June 3rd and I will contact [redacted] as well. Thank you so much. I a very much satisfied.

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,

Review: On March 7 2014 I put money down on a dress through layaway. At the time of purchase I was informed that if I canceled the layaway I would loose 10% of my deposit which was fine. I did cancel the dress and at that time I dealt with the store manager named [redacted] who told me that any money over the 10 % would be given in store credit only. No where in the store are their any signs saying balance left over on layaway would be given in store credit only. The rude manager than told me it says that on my receipt. When I asked her to point this out on the receipt she screamed at me in the store and took the receipt. She admitted that is does not say that on the receipt and then went to look for some papers in one of her draws that states this policy. Once again she could not find anything in writing that says after the 10% is deducted you would get the rest in store credit. She admitted that she could not find anything in writing to say this is the policy and said if I don't like it call the corporate office and complain because all she was giving me was the store credit. Now I took pictures of the store to prove there are no signs stating this policy. I also got names and phone numbers of customer in the store who heard this manager of store number 0031 in Wilkes Barre PA state that their is nothing in writing to verify this. I sent a long email to the company, which I have included a copy of at the bottom addressing this situation. I was told that I needed to send back the original receipt I was given by that manager at the store and they would be refunding me the full amount, please be advised that I did keep a copy of this slip. I mailed it to the cooperate office as instructed and about 2 weeks later I received a check for only 15.00. I then received a phone call from [redacted] at the corporate office stating that the manger of the store did not give me the complete paper work or receipt and she would have to call her at the store to get a copy of it and then I would be receiving the remaining balance. Since then I have called [redacted] @ ###-###-#### several times and left messages that have not been returned. The last message I left was yesterday April 14 on her direct voice mail. Today I tried to call again and the voice mail is full and I am not able to leave any more messages. I have also called the customer service phone number and left messages for several people to get this resolved, the last one was today to someone named Miriam, none of these calls have been returned as well. The company now has my money and my receipt for the store credit and the only things I have received out of the $57.50 is $15.00.

Here is the original email I sent the company:

I went into your store to purchase my wedding gown. At the time I put in on layaway I was helped by someone named [redacted]. We picked out a dress and I put in on layaway. At the time of purchase I was with several people and [redacted] advised me if I cancel the layaway I will loss 10% which was fine. At NO time was I told that any money given back to me would be in store credit only. Today I went into the store to cancel the layaway and spoke with your store manager named [redacted] who was the rudest and unprofessional person I have ever dealt with. She told me that I would lose my 10% but that the remaining money would only be given to me in store credit and that this was on my receipt. I informed her I was never told this and asked her to point it out on my receipt. After looking over it for a while and trying to find something else in the store that stated I would only be given store credit she said she could not find anything that stated that but that is the policy and if I didn't like it I should call your corporate office. She then started yelling at me in front of everyone that she was not going to deal with me and walked away from me. Your store was full of other people and this was quite embarrassing. The scene she made was so uncalled for that several customs walked out of the store and said they would not shop at a place that treats customers like that.

Is it acceptable for your managers to treat customers, especially brides like this and to make a scene in public? The fact that I am only 20 and she felt she could dismiss me as a child was extremely unprofessional. She was the one who said this information was on the receipt so why get upset when I ask to show me where? The worst part is that the balance owed to me was only $47.00. If the sales person ([redacted]) did not do her job properly and inform me that any money paid on the layaway would be in a form of store credit it is not my fault and I should not have to take credit to a store that treats people so professionally.

My mother went back to the store to try and speak to [redacted] and she refused to see her and discuss this anymore, again [redacted] showed her unprofessionalism. She also did not want to give us her name and we could not see her tag. Another customer had to get the managers name for us. I feel I am due my money back minus the 10% I agreed upon. You should also know that I did take several pictures in the store that show you do not have signs up any where informing customers that they will only receive store credit, and I also have the names and phone numbers of several people who were in the store and heard your manager [redacted] say that there is nothing in writing stating customers will only receive store credit.

I came to your store because I thought it was a place that would treat brides as special as they are for their big day. I expected professionalism and customer service and was not given either.

I am hoping you will be able to fix this situation with a refund. If you cannot help me I will then contact the Revdex.com with the receipt, pictures of the store and the witness phone numbers who heard your manager say that there is nothing in writing to state that.Desired Settlement: I would like the reaming $42.50 sent to me. The company called me and told me they would be refunding the full amount and they should stick by their word and send me the remaining blance owed to me.

Business

Response:

May 6, 2014Dear **. [redacted],Thank you for giving us the opportunity to respond to the concerns of our customer, [redacted], and her purchase at our [redacted], PA store.Our records indicate that on March 7,2014, [redacted] put dress style [redacted] White in a size 4 on layaway. [redacted] put down a payment of $37.50 and was in contract to pick up the merchandise by May 6,2014. [redacted] signed her contract and receipt. On March 18,2014 [redacted] came into the store and paid $20.00 towards her layaway. On March 23,2014 **. [redacted] asked to cancel her layaway. [redacted] was aware of losing 10% of the total sale for her forfeiture fee. Unfortunately, [redacted] didn’t have her original receipt with her. [redacted], the store manager, let [redacted] know that without the original receipt the refund would have to go to a store credit as per our policy. [redacted] took the store credit and left.Once **. [redacted] was able to locate the receipt, she went back into the store, requesting we change the store credit to a refund. [redacted] let her know this is not something she can do at store level and she needed to reach out to our Customer Service Department.**. [redacted] contacted us on March 25,2014 and shared the above details. I apologized and explained [redacted] was just doing her job, but I would be happy to help. I told our customer to send the store credit to me so it can be converted to a mail check. I also advised **. [redacted] that due to the inconvenience, David’s Bridal will refund her forfeiture fee. She was grateful for this and agreed.On March 31,2014 a check was cut for [redacted] in the amount of $15.00, the amount of the forfeiture fee only. **. [redacted] then contacted me to let me know what happened. I advised her that was due to the fact that I only received the store credit for $15.00. She then sent additional receipts that again, were not the correct store credit. As a courtesy to our customer, we researched our records and were able to quickly get a copy of the original store credit for the refund of $42.50. This mail check was cut on April 14,2014.At this time we do believe our customer’s needs have been met. Should you have any further questions, please do not hesitate to contact us.Sincerely,