David's Bridal, Incorporated

January 15, 2016
Revdex.com serving Metro Washington DC & Eastern Pennsylvania (Washington, DC)
1411 K St. NW, 10th Floor
Washington, DC 20005-3404
Phone: ###-###-####
Fax: ###-###-####
Complaint# [redacted]
Re: [redacted]
Dear Sir/Madame,
Thank...

you for giving us the opportunity to respond to the concerns of [redacted] Photography.
On July 7, 2015, David’s Bridal sent a copy of a fully executed contract to [redacted] Photography. A conference call was scheduled and conducted in August, 2015 between Sarah C[redacted], Client Success Manager for David’s Bridal and [redacted].
[redacted] was pleased with the statistics presented to him as the report presented a 32% “Open Rate”, a 7% “Click Rate” and a “Low Bounce Rate of Returned Emails” which occurred due to minimal typographic errors in the email addresses. While discussing successful strategies, [redacted] requested David’s Bridal provide additional assistance with developing a successful email campaign for his company.
In, October, 2015, [redacted] contacted Sarah C[redacted] to schedule a follow up call to discuss the partnership between David’s Bridal and [redacted] Photography. Unfortunately, Ms. C[redacted] was out on a “Leave of Absence” and Sabrina M[redacted], Director of Local Partnerships was contacted.
A conference call was held to review customer contacts, amount of bookings and conversion rates with [redacted] as he was not seeing the same success rates with comparable vendors. It was explained that the David's Bridal program is proactive advertising vs. reactive (reacting to inbound inquiries). The call was closed with [redacted] open to have his standard email communication reviewed by our internal team to provide feedback. It was also suggested that [redacted] Photography schedule in-store monthly visits in a David’s Bridal store of choice to meet with potential clients.
[redacted] Photography forwarded their promotional email to the Director of Local Partnerships for review and feedback/recommendations. Information was provided in return to [redacted] Photography with extensive reviews and recommendations for their email creative. Shortly after, [redacted] Photography made several of the recommended changes and sent over the revised creative for additional review. David’s Bridal provided access to guidance and input from a senior member of our creative team. This is a service not offered to any other vendors.
January 15, 2016
Page 2
In December 2015, David’s Bridal received an email from [redacted] from [redacted] Photography explaining the results from the David's Bridal program were still unsatisfactory as there was no increase in business volume. He stated “6 months and no results is not going to work for them. Something else needs to be done”
The Director of Local Partnerships responded to the email requesting to see any revisions that were made based on the feedback provided by our senior creative representative on 10/30/15. Additionally, it was reiterated that the David's Bridal program response is a proactive outreach and cannot be compared to other online advertising options. Since there are no guarantees with marketing it was suggested to contact another photographer who was finding success in the program. Contact information was provided to [redacted].
The contract between David's Bridal and [redacted] Photography makes no guarantees to the response the vendor will receive from David's Bridal customers. Since our contract requires 30 days’ notice to terminate at the end of a 12 month term, David's Bridal will take this complaint as such notice and insure that the contract between David's Bridal and Mak Rabbit Photography does not renew for an additional term and will terminate effective 6/30/16.
Sincerely,
CINDY M[redacted] CUSTOMER SERVICE STORE SPECIALIST
DAVID’S BRIDAL
[redacted] CONSHOHOCKEN, PA 19428
PHONE: ###-###-#### I FAX: ###-###-####
EMAIL: CM[redacted]@DBI.COM I WEB: DAVIDSBRIDAL.COM

[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]

7/14/16 Thank you for giving us the opportunity to respond to Ms.[redacted]'s concerns.  Since she did not give the name of the bride; I will reach out to her, to get this information.  I have also reached out to the store about this consultant.As soon as I get this information; I will...

get back to you. Thank you for your patience in this matter. Nancy F[redacted]David's Bridal, Contact Center

June 4, 2014
Dear [redacted]:Thank you for the opportunity to respond to the concerns of our customer, **. [redacted],...

from our [redacted] IN. Store.**. [redacted]s fiancé, [redacted], contacted us /14/14 on her behalf. He stated she was unhappy with her customer service experience. He informed me that some of the bridesmaids, due to a special limited time sale offer, received a $20.00 discount on their dresses and wanted all the bridesmaids to receive the same discount even though the sale had ended. In addition he wanted all the bridesmaids to receive free alterations for this issue.After researching this issue, I contacted **. [redacted]s fiancé and informed him that as a courtesy, we would honor the $20.00 discount for all the bridesmaids. However, I could not honor his request for free alterations. Davids Bridal alterations are an additional fee and are not negotiable.Based on this information, we feel our customer is satisfied with receiving the price adjustment for all the bridesmaids. Please feel free to contact me if you have any further questions.Very truly yours,

From: Nancy F[redacted] <[redacted]@dbi.com>Date: Tue, Feb 21, 2017 at 2:24 PMSubject: [redacted]...

#[redacted]To: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>Cc: "[redacted].com" <[redacted].com>Dear [redacted]: I just talked to the store, and they got the sleeves.  They will sew them on the minute they receive them. I apologize for the lateness of getting your sleeves. We hope you have a lovely wedding. Sincerely, Nancy, David’s Bridal, Contact Center

Hello,
Thank you for giving David's Bridal the opportunity to respond
to [redacted] complaint. We have thoroughly researched [redacted] store
purchase at our Raleigh, NC location, and found the following;
Our district
manager Kimberly B[redacted] for our Raleigh, NC location spoke with...

[redacted] on
9/17/15. We will be refunding the customer $100.00, once the dress is delivered
to the customer home. [redacted] has agreed to the refund and will be
contacting Ms. B[redacted] once the dress is delivered to her home, so that we can
process the refund.
Again, we
strongly apologize for the inconvenience this has caused the [redacted].
 
Thank you,
Patricia H[redacted], Mgr.
Marisa R[redacted], Supervisor
Customer Service at David’s Bridal

I said that I was satisfied with the refunds and that I was trying to get a return authorization number to return a dress that they sent 3 weeks AFTER the wedding I am not asking them to pay for anything I know it is at my expense. You CANNOT get anyone on the phone to even talk about the problem. THAT is BAD BUSINESS. You don't have to do anything further for me I will take care of it and if they don't respond I will contact the attorney general's office. Thankyou for your time

Hello,
Thank you for giving
David's Bridal the opportunity to respond to [redacted]...

complaint. We
have thoroughly researched [redacted] online order #[redacted], and found the
following;
On 8/31/15, [redacted]
called and left a voice message asking to return her size 14 slip, because it
was too small.
On 8/31/15, our customer
service representative Heather called the customer, and informed her we will be
emailing her the return authorization number and instruction on how to return
the merchandise. Below you find a copy of the email that was sent to [redacted].
Finally, David’s Bridal
has contacted the customer, and provided her all the information.
Thank you,
Patricia H[redacted], Mgr.
Marisa R[redacted], Supervisor
Email

From


[email protected]


To


[redacted]


Cc



Bcc



Subject


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


Email Processed


No


Regarding


[redacted]


 

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

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

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: 
I never stated to the company that I accidentally left my items behind. I left them behind because I was not told to take them because of alterations. The store has placed blame on me for the entire incident. After my complaint to the Revdex.com, they magically found my items. My slip was special order so it is not possible that they just gave me replacement items as a courtesy. They found my items and they are afraid to admit to their mistakes. I will not repeat business with this company. 
Regards,
[redacted]

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

[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 de Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
It was stated that my feedback was forwarded onto the appropriate departments for review.  I would like to receive a response from them.  The message also stated that a garment bag is a personal choice, which I understand to a point.  However, I still think that expensive, precious wedding gowns should be given to brides in a nicer bag than what mine came in.  I'm not asking for anything fancy and expensive, but just something a little more protective of the dress and also something not clear so that everyone can see it.  Again, I have purchased several other dresses and garments that have come in better packaging/garment bags than my wedding dress, and I feel that David's Bridal should also extend this courtesy to their valuable customers.  Also, there was no response about being reimbursed for my garment bag purchase, so I would like to hear back on that. Thank you for your time and consideration.
Regards,
[redacted]

Good Afternoon [redacted],   I am in receipt of your email to the Revdex.com regarding your wedding gown purchase.  I was able to look into your event and see the store did reorder your wedding gown.   I do apologize for your having received a gown in less than pristine condition.  ...

Please let me know if you need further assistance and when your  schedule allows to discuss your concerns in more detail.  I look forward to your response.   Cindy M[redacted]

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

ordered her dress from our South Charlestown, WV
location on 6/26/15, for the dress style [redacted], in the color bellini size 20.
Our store received the dress on 7/31/15, and emailed the customer advising the
dress is in the store. Our store sent [redacted] another email reminder on
8/7/15, advising her that the dress is in the store. On 8/8/15 [redacted] pick
up the dress.
On 8/28/15, a new order was placed for a different style
dress, style [redacted], in the color bellini, size 24. The dress was delivered in
the store on 9/2/15, and the store emailed the customer advising the dress has
been delivered to our store. [redacted] picked up the dress on 9/5/15.
According to the store notation the customer left the store
satisfied with the new style dress.
Thank you,
Patricia H[redacted], Mgr.
Marisa R[redacted], Supervisor
Customer Service at David’s Bridal

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
When I called to work with the manager she was rude to me once again. That's why I submitted this in. It's never ending with everyone I have dealt with in that store. 
Regards,
[redacted]

March 2, 2016
Revdex.com serving Metro Washington DC & Eastern Pennsylvania (Washington, DC)
1411 K St. NW, 10th Floor
Washington, DC 20005-3404
Phone: ###-###-####
Fax: ###-###-####
Complaint#[redacted]
Re: [redacted]
Dear Sirs/Madame,
Thank you for the opportunity to...

respond to the concerns of our customer, Ms. [redacted] regarding her purchase in Store [redacted] St. Peters, MO store. I have thoroughly researched our customers concerns and contacted Ms. [redacted] directly via telephone today.
Ms. [redacted] purchased Style [redacted] Ivy/Champ Size 10 on January 20, 2016. When meeting with our stylist during the appointment Ms. [redacted] shared she had a strong interest in seeing [redacted] style [redacted] Ivory Size 10. The store checked our computer systems and at that time we did not have inventory in our distribution center.
The purchase order for this style has arrived in our distribution center and Ms. [redacted] returned to the store today to exchange style [redacted] Ivy/Champ Size 10 for Style [redacted] Ivory Size 10.
Should you have any questions, please contact me.
Sincerely,
CINDY M[redacted] I CUSTOMER SERVICE STORE SPECIALIST
DAVID’S BRIDAL
[redacted] STREET I CONSHOHOCKEN, PA 19428
PHONE: ###-###-#### I FAX: ###-###-####
EMAIL: [redacted] I WEB: DAVIDSBRIDAL.COM

Hello,
Thank you for the opportunity to respond to the concern of
our customer, [redacted]. We sincerely apologize for the delay
response. Unfortunately, David’s Bridal does not provide return label for
return merchandise. David’s Bridal On-line Return Policy state –
 Step...

2:
Once the RMA is
created, you will receive an automated RMA confirmation email. Your
confirmation will include the RMA Number, as well as address where you should
ship your return. Please include a brief note describing the reason you are
returning the merchandise and write the RMA# on the outside of the shipping
package.
Important Note: For your protection, please send your return via a shipping
service that can be tracked, such as Registered USPS, [redacted], or [redacted]. Please be
sure to keep your receipt, as well as the tracking information associated with
item(s) returned. We cannot guarantee refunds for returns sent via a non-
traceable method.
When our warehouse
receives a package there is a process time of 5 to 7 business days for them to
process the return. If the customer does not receive an email within that time,
they are to contact our customer service department at [email protected] or they can
call the phone number ###-###-####, a select option 2, to inquiry about the
status of their return. Once they are in contact with the customer service
department, they will need to provide return tracking number, so they can
research with the warehouse department the status of the return package.
In further researching the matter, our warehouse
manager has confirmed your return has been processed and your account has been
refunded the cost of this item, $143.80 on 8/6/15.
Please note that it may take up to 24hrs for your order
to update with the return status information. Once the system updates, you will
be e-mailed an automated response confirming your return credit has been
processed as well as the refund amount. Also, it may take your credit card
provider two to five business days to approve the credit on their side. Again,
we apologize for the inconvenience this has caused you.
Thank you,
Patricia H[redacted], Mgr.
Marisa R[redacted], Supervisor
Customer Service at David’s Bridal

April 24, 2014
Dear [redacted],Thank you for giving us the opportunity to respond to the concerns of our customer, [redacted], and her purchase at our [redacted], NY store.On March 20, 2014, [redacted] reached out to us requesting a return of her wedding gown. Our records...

indicate that on February 25, 2013 [redacted] ordered wedding gown style [redacted] in ivory, size 10. She picked up her gown on March 7, 2013. David's Bridal has an "all sales are final policy". This information can be found at our cash wrap and is printed on our receipts. Unfortunately, based on this information and our measures to be fair and consistent to our customers nationwide, we are unable to honor **. [redacted]'s request.Should you have any further questions, please do not hesitate to contact us.Sincerely,

9/21/17 Dear Ms. [redacted]: Please give me the opportunity to research your issue; and I will get back to you as soon as possible. Please accept my apology for the challenges you experienced. Nancy, David's Bridal, Contact Center

From: Patricia H[redacted]
font-family: arial, sans-serif;"><[redacted]>Date: Fri, Mar 13, 2015 at 8:59 AMSubject: RE: Revdex.com Complaint - ID #[redacted] - [redacted]To: Marisa R[redacted] <[redacted]>, "[redacted]" <[redacted]>
Perfect thank you
From: Marisa R[redacted] Sent: Thursday, March 12, 2015 3:58 PMTo: [redacted]Cc: Patricia H[redacted]Subject: Revdex.com Complaint - ID #[redacted] - [redacted]
 
Hello Ms. [redacted],
 
We sincerely apologize for the delay response. Ms. [redacted], contacted us on 12/29/14 requesting to be removed from our contact list. On 12/29/14, we opted the customer out of our list which take 24 hours for our system to update and for our vendor’s it take 30 business days. There will be no compensation for this matter.
 
Thank you,
Marisa R[redacted]
David's Bridal
Customer Service Supervisor
###-###-####
 
 
From:[redacted]Sent:Monday, December 29, 2014 3:30 PMTo:Do Not ContactCc:CC Leads; Contact Center ManagersSubject:DNC-[redacted]
 
Hello,
Please remove this customer from the contact list.
 
Thank you,
[redacted]
Customer Service
Direct Dial: ###-###-####
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
DBI\ph[redacted]
DB Direct Mail
02/04/2015
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DB Email
02/04/2015
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DB Telemarketing
02/04/2015
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DB Partner Direct Mail
02/04/2015
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DB Partner Email
02/04/2015
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DB Partner Telemarketing
02/04/2015
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TMW Direct Mail
02/04/2015
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TMW Email
02/04/2015
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TMW Telemarketing
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POB Direct Mail
02/04/2015
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POB Telemarketing
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POB Partner Direct Mail
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POB Partner Telemarketing
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