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]

December 28, 2015Dear Sirs/Madame,
Thank you for giving us the opportunity to respond to the concerns of [redacted].
On July 17, 2015, [redacted] contacted David’s Bridal online customer service regarding the return status of online order #[redacted]. The customer...

was issued a return authorization number and instructed to ship the order directly to the vendor’s address.The customer received a return call from our Manager Melissa R[redacted] explaining she would contact the vendor [redacted] to further research the status of her refund. It was during the conversation with [redacted] she stated a complaint had been filed with the Revdex.com and did not require any further assistance from our company
On July 27, 2015 a follow up call was placed by our staff to the vendor regarding the return status of the order. The vendor requested tracking information which was provided and the refund was issued to [redacted] on August 10, 2015.
Should you need any further information, please contact me.
Sincerely,
CINDY M.
CUSTOMER SERVICE STORE SPECIALIST

9/21/17Please let me do my research, and I will get back to you as soon as possible.I apologize for the challenges you have experienced.Sincerely,Nancy, David's Bridal, Contact Center

July 31, 2014
Dear [redacted],Thank you for the opportunity to respond to the concerns of [redacted], regarding the request for her wedding gown to be pressed in our [redacted], CO store. I have thoroughly researched the situation with Mary Jo C[redacted] the Assistant Store Manager,...

and have learned that [redacted] wedding gown had been altered by an outside company.David’s Bridal does have a corporate policy that does not permit our Alterations Department to work on any dress that has been altered elsewhere this clearly explained on our website. The rationale for this is based on potential liability after someone outside of David’s Bridal has worked on the dress.I did, however, contact [redacted] on July 21, 2014. I authorized an exception and scheduled an alterations appointment with the store on Wednesday, July 23, 2014 for the pressing.On behalf of David’s Bridal, we do apologize for this misunderstanding. If I can be of further assistance, please do not hesitate to contact me.Thank you.Cindy MArea Customer Service Manager

Hello,
Thank you for
giving David's Bridal the opportunity to respond to [redacted] complaint.
We have thoroughly researched [redacted] online order #[redacted] and found the
following;
[redacted]...

[redacted]
logged in to her David’s Bridal account when placing her on-line order
#[redacted] on 6/11/15. However, [redacted] chose to use her [redacted] account to
pay for the order.
Unfortunately,
when a customer selects their [redacted] account for payment, the shipping address
defaults to the address listed on their [redacted] account. In addition, when a
customer places an on-line order they will receive an email confirmation notifying
them of the items which were ordered, and the shipping information for the
order, which in this case defaulted to the [redacted] shipping address on file. The
address was then confirmed again when the customer received the shipping
confirmation email. The default address is a function of [redacted] not of David’s
Bridal online ordering.
Thank you,
Patricia H[redacted], Mgr.
Marisa R[redacted], Supervisor
Customer Service at David’s Bridal

September 29, 2014
Dear [redacted]:Thank you for the opportunity to respond to the concerns of our customer [redacted] from our [redacted], FL 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 unaltered, unworn with the tags attached a recent purchase in pristine condition.If [redacted] merchandise meets all the above criteria, she may exchange for the same or greater amount or a store credit through 10/18/14.
David's Bridal must remain fair and consistent with all our customers. 
 We achieve this goal by following company policy equally with all customers.
Please feel free to contact me if you have any further questions.
Very truly yours,
Deborah V Corporate Area Customer Service Manager

October 2, 2014
Dear [redacted]:
Thank you for the opportunity to respond to the concerns of our customer, [redacted], from our [redacted], NY store.After researching this issue, I was informed that a refund was credited back to our customer's David’s Bridal credit...

card on 8/28/14 for the wedding gown purchase.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 V
Corporate Area Customer Service Manager

1/23/2016Dear [redacted],Thank you for giving us the opportunity to respond to your concerns.Can you please tell me which store this happened in, and what name was your order under.  I need this to do my research.Please let me know at your convenience.Sincerely,Nancy, David's Bridal Contact...

Center

10/16/17Please forgive the lateness of this email.  Unfortunately, I fell, and today is my first day back.Please let me do my research and I will get back to you as soon as possible.Nancy, David's Bridal, Contact Center

davids bridal is a joke. we put a down payment on my daughters wedding dress we were making monthly payments on it , then when we recieved our tax return we down to pay the balance and we were given the run around. they wouldnt let us pay the balance at the store and when we mailed the payment in they applied a bunch of fees on top of the balance, we finaly got that straightened out and only paid the balance, it took about a month. at the same time I had my dress in lay away there I wanted to pay to get it out and they told me they no longer had it. they said they were sorry and was willing to return the money we put down on it which was fine but now a month before my daughters wedding im out shopping for another dress.I wouldnt reccomand going there again even if they were giving it away. the people at the store were rude and unprofessional. the same with the people at their billing dept.

January 25, 2015
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 **. [redacted] regarding her concerns and experience with attempting to place an online order with David’s Bridal.
On December 14, 2015, [redacted] contacted the Revdex.com as she was unable to apply the 20% discount to her online order during a “Flash Sale” on our website.
On December 16, 2015 -Tawana G[redacted]- Store Specialty Service Supervisor left a voicemail message and sent an email to [redacted] stating we would be happy to honor 20% discount on her next online order.
On December 17, 2015 -Holly C[redacted] Director of Contact Center Operations responded to [redacted] concerns via email explaining the online sales team attempted to contact [redacted] several times by telephone and sending emails and have been unsuccessful connecting with the customer. We requested [redacted] contact us directly to assist with her order.
On December 23, 2015- We received a rejection letter to our Revdex.com response from [redacted] stating she did not receive a call back or return email from the team and requested David’s Bridal provide a gift/store card in the amount of $165.00 to resolve the issue.
On December 28, 2015 – Kristen W[redacted], Contact Center Representative called and left a message for [redacted] extending a 20% discount for the inconvenience.
On December 29, 2015 – Kristen W[redacted], Contact Center Representative left two (2) voicemail messages that same day extending a 20% discount to [redacted] and again was unable to reach her by telephone.
On December 30, 2015 – Holly C[redacted] Director of Contact Center Operations contacted [redacted] via email and extended a 30% discount to [redacted] and offered free shipping. In the email sent by Holly it was stated our team had tried several times to reach [redacted] by email and voicemail and requested she return our call/email with the dress information (style, color and size) to begin processing the order.

On January 6, 2016 – Holly C[redacted] Director of Contact Center Operations received an email from [redacted] at 10:00 AM stating she did not receive a response from our team regarding her concerns.
On January 6, 2016- Holly C[redacted] Direct of Contact Center Operations sent an email to [redacted] directly advising our agent Kristen W[redacted] sent her an email the same morning as well as left multiple voicemails. Kristen contacted [redacted] as soon as 15 minutes after the email was received from [redacted]) and we did not receive a response.
Holly C[redacted] also tried to call the customer personally as well as Kristen W[redacted] the moment the email was received at the corporate office asking if she had been receiving her voicemail messages. (Please see below email) We did not receive a response.
From: Holly C[redacted]
Sent: Wednesday, January 06, 2016 11:03 AM
To: [redacted]
Cc: [redacted]@myRevdex.com.org; Cindy M[redacted]; Kassandra P[redacted]
Subject: RE: David's Bridal Order
Hi [redacted],
I tried to call you, as well as Kristen W[redacted], the moment you sent this email. Kristen has left you multiple voicemails (another one just 15 minutes ago) – are you not receiving them? Your name is on your voicemail @ ###-###-#### so we know we are dialing the correct number.
What time is good for us to reach you so we are sure to get you?
On January 11, 2016 – Kristen W[redacted], Customer Service Representative sent another email to [redacted] extended the 30% discount and requesting a return call so that she may provide her with the promo code to place her order. Again, we did not receive a return response.
On January 19, 2016 – We received an email from [redacted] stating she was no longer interested in purchasing her gown with David’s Bridal as she has decided to purchase her gown with a different company.
We greatly appreciate [redacted] comments and feedback and wish her much happiness for her upcoming wedding.
Sincerely,
Cindy M[redacted]
Customer Service Store Specialist

They are NOT in this business for the correct reason! I went to try on a bridesmaid dress, they didn't even have a dress CLOSE to what was picked out by the bride for me to try on instead they gave me the most wack looking dress, wrong color and style that they had. I asked them to just measure me upfront to get it out the way, they didn't do that til 35 mins. later when they knew the dress I had on was not to my liking, they told me I had to pay and buy the dress that I had no clue what it would look like upfront, they told me my dress would be back on 080816 and they would call me since I didn't provide an email address too them, THEY DID NOT call nor when I did call on 081016 could they find my information, I had to explain and walk them through it, then they stated "OH YOUR DRESS WILL NOT BE HERE UNTIL 092316??" I am NOT the bride so why is it taking so long for the dress to come back, why did you all give me a date for my dress to arrive and it hasn't? She stated she don't know why it was not ordered when paid, she stated she didn't see anything that would have held it up other than I got more of a discount than should, she stated the best they could do was get it here by 081916 and that would be a rush request!!! 1st off, I got 20.00 of like everyone else, 2nd it is NOT a issue about price, the issue is I paid for something that I have no clue what it really looks like or how it will look on me, they told me a date of arrival and it didn't happen and no follow up to let me know what was going on. SO AGAIN, WHAT AND WHY IS THIS STORE HERE AND RUNNING BUSINESS THE WAY THEY THINK IS PROPER? THEY ALSO SENT 2 DRESSES OF THE BRIDAL PARTY HERE WHEN 2 DRESSES WHERE FITTED FOR AND ORDERED IN ANOTHER STATE, THEY SHOULD SEND IT TOO THE STORE WHERE THOSE 2 DID THEIR FITTING...I DON'T KNOW ANYONE THAT WOULD PURCHASE SOMETHING BEFORE SEEING IT AND LIKING IT ENOUGH TO BUY IT WITHOUT SEEING IT 1ST HAND. WHY IS IT TAKING SO LONG FOR A SIMPLE LOOKING DRESS TO ARRIVE, IT IS NOT A BRIDE DRESS, IT IS ONLY THE BRIDESMAID DRESS!!! THE SALES PEOPLE IN THE STORE NEED TRAINING OR FIRED EXCEPT THE OLDER WOMEN, SHE IS THE ONLY ONE THAT HAS GOOD SENSE, THE REST OF THE STAFF S[redacted], PERIOD.!!!

Hello,
Thank you for the...

opportunity to respond to the concern
for our customer [redacted]. We apologize for any inconvenience. In
further researching the matter, [redacted] contacted us on 7/31/15, advising
she has been receiving text from our affiliated partners.
On 7/31/15, we emailed her stating we have forwarded her
removal request to the appropriate department at David's Bridal corporate
offices, requesting the removal of her account from our systems. Please note;
her request to be opted out of communications from David’s Bridal internal listings
may take up to 24 hours to update in our systems. We have also requested the
removal of any contact information provided to our business partners and
vendors whom provide us with services and assist us in setting up appointments
for our stores; however this portion of the removal process may require up to
30 days for all business partners/vendor contact removal to be completed.
Again, we apologize for any inconvenience this has caused
[redacted].
 
Thank you,
Patricia H[redacted], Mgr.
Marisa R[redacted], Supervisor
Customer Service at David’s Bridal

[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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that I will wait upon resolution in hopes its satisfactory to me. 
Regards,
[redacted]

11/7/16,Dear [redacted],Please give me the opportunity to research this matter.  I will get back to you as soon as possible.Nancy, David's Bridal, Contact Center

3/20/17Dear [redacted],I apologize for the lateness of this email.  Unfortunately, this is the first time I have received it.  I will need to do my due diligence, and get back to you as soon as I can.I ask for your patience in this matter.Sincerely,Nancy, David's Bridal

8/14/17 Thank you for giving us the opportunity to research your complaint.  I will get back to you as soon as possible, Sincerely, Nancy, David's Bridal. Contact Center

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
I Think this is terrible customer service as they have refunded others in the past. The store manager said it was corporate office decision and corporate office told me it was store  manager's decision.Terrible customer service. You can keep this complaint as unresolved and close it out.TThank you for your help! Complaint: [redacted]  
I am rejecting this response because:
Regards,
[redacted]

1/16/17Dear [redacted]:Thank you for the opportunity to respond to [redacted]'s...

rejection.  The dress had been out of the store over five days, which is in conjunction with Buyers Remorse.  We can offer her a store credit or an exchange as long as the dress has not been worn, tags still on it, no alterations, no odors. We can not refund her money.Sincerely,Nancy, David's Bridal