David's Bridal, Incorporated

October 1, 2014Dear [redacted]:Thank you for the opportunity to respond to the concerns of our customer, [redacted] from our [redacted],...

NV store.We apologize to our customer for any misunderstanding in reference to alterations costs. Our stores do have onsite alteration departments for our Customer's convenience, however alterations are an additional fee, and customers do not have to use our accommodations for their altering needs.David's Bridal gowns and dresses are mass produced according to our Corporate mandated measurement standards; we do not custom make dresses or gowns to fit our customers.David's Bridal must remain fair and consistent with all our customers. We achieve this goal by following Company policy equally With all customers. As a customer courtesy, [redacted] was issued a partial refund in referente to this issue.Based on the above information we are not able to honor our customers request for a full refund. Please feel free to contact me if you have any further questions,Very truly yours,Deborah V.
Corporate Area Customer Service Manager

March 7, 2014
Dear **. Butts,
Thank you once again for the opportunity to respond to **. Jamie [redacted]'s concerns regarding discounts on a purchase she made at our [redacted], OH store location.
As stated previously, **. [redacted] purchased/ordered style 9T3299 on 4/29/13. She picked up her special ordered gown on 6/1/13.
When **. [redacted] returned to the [redacted] store on 1/25/14, she stated she was previously advised there would be a 20% discount on her undergarments. The store personnel had no knowledge of that conversation. The customer was advised that a 20% discount on undergarments was not something we could offer, as this is not part of the David's Bridal Rewards discounts.
Once again, although we truly apologize for any confusion regarding discounts offered to our brides through our David's Bridal Reward program, we are unable grant **. [redacted] request to discount 20% off the bra she purchased. There will be no further consideration in this matter.
Very truly yours,

1/16/17Dear [redacted]:Thank you for giving me the opportunity to respond to [redacted]'s complaint.  I have sent an email to the store about this refund, and waiting for them to respond to me about this order.  I will get back to you as soon as possible.I apologize I have not responded...

sooner, but I have been out sick.Thank you for your patience in this matter. 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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
This has not been resolved.  Regardless of what was listed in the bridal 'booklet, (of which I do not remember receiving), I was told via mouth and voice of my bridal consultant that 20% off would be granted should I purchase a corsolette or petticoat through David's bridal.  I do not believe I should have assumed that my bridal consultant was misinformed, or was misinforming me.  I believe that the 'confusion' lies with management and their communication to their associates on how to 'make a sale'.   
Furthermore, I am not exactly sure why the fact that I returned 8 months later to pick up my corsolette was relevant.  Was there a specific timeframe that the corsolette was meant to be purchased after my dress? 
My initial complaint is still my complaint.  The issue has not be resolved.
Regards,
[redacted]

10/23/17,Dear [redacted],Please give me the opportunity to do my research regarding your complaint.Thank You for your patience in this matter.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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:----Wrong pricing and wrong style number.... in case you didn't READ my complaint you have it all wrong.  Lets try this again.  The style number is [redacted] NOT  [redacted] and the color is blush NOT petal....there was NEVER a cost of $169.99 it was $159.99 in store and never looked at anything for $149.99 it was on sale for online for $79.99.  And how did I cancel...I BOUGHT THE DRESS IN THE STORE IT WAS NOT AN ORDER.......
Regards,
[redacted]

September 24, 2014
Dear [redacted];Thank you for the opportunity to respond to the concerns of our customer, [redacted], from our [redacted], TX store.I apologize for [redacted]...

[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 V
Corporate Area Customer Service Manager

[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]
 Complaint: [redacted]
I am rejecting this response because: I supplied the name of the bride, [redacted], the store is located in Ontario California.  
Regards,
[redacted]

November
5, 2015
Dear
[redacted]:Thank you once again for the opportunity to respond
to [redacted]s concerns regarding the purchase and return of Style [redacted]
Soft White Size 16.  As stated
previously, the situation as described by the customer was thoroughly
researched with Lori-B[redacted] the Assistant Manager in our Kennesaw, GA
store. In our previous response, our records indicate [redacted]
placed an order for her wedding gown on September 28, 2015 and returned to the
store for pick-up on October 18, 2015.  While
trying on the gown it was discovered the gown was small and not fitting
properly.  Unfortunately Style [redacted]
Soft White is only available for purchase up to a size 16.The alterations team consulted with our customer and
suggested the installation of a corset which would be an additional charge of $150.00.  [redacted] was not pleased with the
additional costs and made the decision to return the dress for a complete
refund. Unfortunately, we are unable to accommodate the
customer’s request and provide a wedding gown and alterations at no
charge.  However, because of the
customer’s disappointment we will extend a one-time offer and allow [redacted] to re-purchase Style [redacted] Soft White Size 16 for original sale price
of $99.00 plus taxes.  Should [redacted] accept this offer, she will need
to contact the Store Manager by November 25, 2015.  After this date, we will assume the offer has
been declined and it will no longer be valid.If I can be of further assistance, please do not
hesitate to contact me.Thank
you,Holly
C[redacted], Sr. Director Customer Service

10/3/16I have responded to this customer and to the Revdex.com numerous times.  She was given a full refund on 9/29/16.  I can forward all the emails that I have been sending to this customer since 9/27/16.  I also received an email this morning stating that the case was closed.Any questions...

or concerns, please let me know.Sincerely,Nancy F[redacted]David's Bridal Contact Center

February 10, 2016
The Revdex.com
Of Metro Washington DC & Eastern PA
1880 John F. Kennedy Blvd, Suite 1330
Philadelphia, PA 19103
Attn: [redacted]
Complaint# [redacted]
Re: [redacted]
Dear [redacted]:
Thank you for the opportunity to respond to [redacted]...

[redacted] concerns regarding the purchase and alterations of Style [redacted] Soft White Size 10.
After speaking with our customer and the store manager regarding her concerns of the condition of her wedding gown, we have reorder a replacement dress for [redacted] and scheduled an appointment to meet with our Alterations Manager on February 17, 2016 to have the gown re-altered at no charge to the customer.
The alterations team will provide a fund 50% to [redacted]’s for the alterations charges when she arrives back in the store to have the replacement gown altered.

If I can be of further assistance, please do not hesitate to contact me.
Thank you,
Cindy M[redacted] Customer Service Store Specialist

September 25, 2014
Dear [redacted]:
Thank you for the opportunity to respond to the concerns of [redacted] on behalf of our customer,...

[redacted] from our [redacted], TX store.
[redacted] wedding gown was received in the store on 7/11/13 a pick up email was sent out to the email address provided to us by our customer, [redacted] the 1st on 7/12/13 at 7:56am and a 2nd reminder pick up email was sent out on 7/18/13 at 7:57am. Our store spoke to [redacted] on 10/16/13 in reference to the wedding gown.
[redacted] did not contact our store again until June, 2014, wanting to pick up [redacted] wedding gown, the gown had been received in the store since 7/11/13, with a documented event date of 5/4/13.
David's Bridal is not responsible for merchandise that is not picked up within 30 days after the documented event date this information is stated on all our customers purchase receipts.
As a onetime customer courtesy, David's Bridal will replace [redacted] wedding gown Style [redacted] soft White Size 10.Based on the above information I 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 V
Corporate Area Customer Service Manager

[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:
The experience I had with this company was the worst possible experience someone could have.  Then they send a letter saying that I am satisfied with their responce before they have even spoke with me.  1 person has called me from the store to relay a message from customer service.  I told her I was not happy with what they came up with.  I do not understand how a store can get away with so many lies.  I have not recieved another phone call yet to my responce of not being happy.
Regards,
[redacted]

10/4/16I have researched all our correspondence with the customer's Mother.  We refunded the entire cost of her alterations; which is what her Mother wanted.Again, we apologize for the inconvenience she experienced.We will not be doing anything additional.Thank You for the opportunity to respond to the customer's concerns.Nancy F[redacted]David's Bridal, Contact Center

Good Morning Mr. [redacted],My name is Cindy M[redacted]i and I am located at the corporate office in [redacted], PA.  I received a notification from the Revdex.com regarding an experience you had in a David’s Bridal store and would very much like to assist you.I will need the following information so...

that I may research your concerns:Bride’s NameWedding DateStore LocationYour Wife’s NameOnce I have this information I can look into this for you as soon as possible.I look forward to working with you.Cindy CINDY M[redacted]I  I  CUSTOMER SERVICE STORE SPECIALISTDAVID’S BRIDAL[redacted]  *  [redacted]
[redacted]  *  [redacted]
[redacted]  [redacted]                    WHATEVER YOU DO, BE YOU #BEYOUROWNBRIDE

[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: Although, they are correct in saying that I contacted Davids Bridal on 12/29 to be removed from the system, they did not actually remove me from the system on that date, as I received emails from Davids Bridal for months afterwards. In addition, that is not the only time I contacted them. I contacted them multiple times before and after that date to be removed. As I stated before, I called in, I clicked the opt-out button, I replied to the emails asking to be removed, and for MONTHS I received emails from Davids Bridal as all my initiatives failed to remove me from the system. Opening this complaint with the Revdex.com certainly has shown to provide some initiative for Davids Bridal to actually remove me from their system as I am currently no longer receiving emails from them (as of only a few weeks ago), however, it did not happen on 12/29 when I called in, nor all the other times I clicked the opt-out button. I hope that it doesn't take a Revdex.com complaint for companies to follow the rules, however in this case, I believe that is the only reason I've gotten the results I've been diligently asking for. 
Regards,
[redacted]

I accept the refund of the amount, however I have a few questions. I received a return request from David's Bridal asking me to mail the item back to them, do I have to return anything? Also, unless the preservation kit comes with a bigger box, I do not have any desire to have my gown re-preserved. Finally, when will the refund amount reflect in my bank account? Thank you[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]

10/31/16Dear [redacted]:First, I apologize for this inconvenience.  I did verify with our ecommerce department that your order was never charged to your credit card.  Unfortunately, we have no stock for this particular dress.  I see that that you have been offered a 10% discount and...

free shipping on your next order.You should have received an email stating that we were unable to fill your order. Again, we are very sorry that we were not able to fill your order. We hope that we can help you with future order.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] online order #[redacted] and found the
following;
[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

[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:
Regards,
[redacted]