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]

September 23, 2014Dear [redacted]:Thank you for the opportunity to respond to the concerns of our customer, [redacted], from our [redacted], LA store.
We apologize to [redacted], for any...

misunderstanding in reference to our policies.Our records indicate our customer created a layaway with us on December 8, 2013. In store layaway is used as a purchase option allowing our automatic installment payment within 60 days on in store merchandise only.  David's Bridal is a ready to wear Bridal retailer, when a customer purchases a wedding gown with us, they are given a complimentary spot cleaning, bead check and first layer steaming.  
If you are having your alterations with David's Bridal this can be done at the same time or if you are not having your alteration done with us you can drop the gown off the gown for this complementary service and alterations will give you a pickup date. If you are dropping off we ask that you please give the store at least two weeks for this process.
If you are not having your alterations done with David's Bridal this process must be done before any other alterations are started once someone else alters the gown we can no longer honor this service.
We ask [redacted], to please contact the store at her earliest convenience to make arrangements to drop off her wedding gown for this service.
David's Bridal [redacted], LA Store [redacted]Please feel free to contact me if you have any further questionsSincerely yours,
Deborah V
Corporate Area Customer Service Manager

5/5/17I apologize for the lateness of my reply.  I have been out with pneumonia, and today is my first day back. Please let me do my due diligence, and I will get back to you as soon as I can. Thank You, Nancy, David's Bridal, Contact Centet

From: Nancy F[redacted]<[redacted]>Date: Tue, Aug 30, 2016 at 1:55 PMSubject: [redacted]To: "[redacted]" <[redacted]>8/29/2016 Dear Ms. [redacted]: I did receive an email from Ms. [redacted], and she said she has been traveling, and was just able to respond to me. She said she still has not received her refund.  We contacted [redacted], and they said she received a full refund on 8/18/16. I left her a voice mail, and sent her an email explaining this. Please let me know if I can be of any further assistance. Nancy F[redacted]David’s Bridal, Contact Center   David’s Bridal , Contact Center

I was up all night and couldn't sleep because of the horrible experience I had at David's Bridal at Pinole, CA location...
-----Dress shopping should be fun and exciting... But after my 2nd visit I felt like crying. My first visit was back in July. I went without an appointment to see what they have to offer. Then I was told I cannot try on any dress unless I book an appointment. So I booked an appointment that same day. I cam back only to know that I was double book with another bride. I never felt I was ever helped because the sales rep was trying to help us both at the same time. I asked the sales rep if I can have a room that is more handicap access because I need the room to remove my leg braces. Her only recommendation was to put a chair in the room. Then sales rep asked what are my preferences, I told her I don't want a tube top because it gets tugged by my crutches and I asked for a floor length because I did not want to show my leg braces.... She came back with 3 dresses, tube top and knee length.... I felt like there wasn't much dress I can choose from so I ended up with a dress that I thought would work with my needs.....I was told at the register that I can exchange the dress if this one does not work....a month later, I came to pick up my dress today... Again, I asked the sales rep to put me to a handicap access room due to my needs.... When I tried my dress, the dress was a mess! There was a lot of fraying on the sleeve, tear on lace, and uneven cut on the bottom of the dress. I asked the sales rep what happened to the dress? She then asked if I ordered it new? I told her yes "new". After she spoke to her manager, she said they will order me a "new one". At this time, I was already bummed out about my bad experience and to go home without my dress. At the check out, the Assistant Store Manager Maya assured me that this never happened before. I told her that I feel like not buying the dress anymore and that I would prefer to exchange the dress instead. She then told me that "all sales are final". She told me that they have inspection before it gets handed to the customer. That the issue in my dress was "one in a million" and for me to buy a "lotto ticket" because of the "luck" I have. I'm sure she meant well but that did not made it any better. She told me she will personally inspect my dress before she even call me in Sept 15. I asked if I can just exchange the dress, again she told me "all sales are final" but for me as a customer this means that I should have the merchandise in my hand to make the "final sale" complete. I don't understand how I was told I can exchange later as long as it was not worn or altered yet but now I am being told that "all sales are final". Under the Federal Law, retailers are required to accept returns only if the sold good is defective or if otherwise break the sales contract. For my experience, I feel that the store did not live up to their promise by handing me a dress with all the defects. Not only that I felt that they were inconsiderate and condescending but the dress would always remind me of the horrible experience I had with them. It was a total disregard as well to my needs and made me feel it was an inconvenience to them.

12/26/16, Dear Mr. [redacted]:Please give me the opportunity to research this situation, and I will get back to you as soon as possible.I apologize for the lateness of this email; but I have been out of the office due to a family illness.I will get back to you as soon as possible. Thank...

You,Nancy , David's Bridal

Hello,
We apologize for this inconvenience. We have researched your
order again, and our records show we processed your return on 7/1/15, with the
transaction numbers [redacted].
The refund can take about 4 to 5 business days for your financial institution
to process on their end.
Thank you,
Patricia H[redacted], Mgr.
Marisa R[redacted], Supervisor
Customer Service at David’s Bridal

March 27, 2014Dear **. [redacted],Thank you for giving us the opportunity to respond to the concerns of [redacted] and her business, [redacted] (ID #[redacted]). The situation as described by **. [redacted] has been thoroughly researched.Documentation shows that on...

December 1, 2013, [redacted] entered into a twelve month contract with David’s Bridal Vendor Partnership Program. As clearly explained in the contract, David’s Bridal would provide [redacted] a limited license to contact out brides, display literature in the store, have limited access to our brides when shopping in the store in addition to having an online ad on www.DavidsBridal.com. Since this is an advertising program, we make no guarantees to the response a vendor will receive.Our records indicate that [redacted] contacted us on December 26, 2013 at which time they expressed concerns regarding not receiving any response to the e-mails they were sending to our customers. David’s Bridal offers our vendors a complimentary service to have their e-mail creative reviewed by our in-house Creative Team. We provided [redacted] with the e-mail creative feedback on January 7, 2014. They intern responded with minor revisions to their e-mail creative based on our feedback. They once again expressed concern that over 500 e-mails were sent to our customers without a response. At that point, on January 17, we provided additional e-mail creative feedback and contacted the store management team to ensure that all their literature was being distributed in our registration bags.On February 10, 2014, David’s Bridal held a conference call with [redacted] who again expressed concerns regarding the lack of response to the e-mails sent to the customers. David’s Bridal requested to see the revised e-mail creative along with e-mail stats from [redacted]. These stats would give us a clear understanding of how brides are responding to the e-mail and what may need to be further modified to improve response. On February 12, 2014, we received the [redacted] e-mail stats however we did not receive the e-mail from [redacted] per our request. On March 3, 2014, we followed up with another request to see the revised e-mail so that we could farther provide advise on how improve performance. On March 4, we reached out to see if there was a good time to schedule a call to discuss our e-mail feedback since there was little to no change from us first receiving the e-mail in December 2013. They responded to us by stating they would be contacting the Revdex.com.When [redacted] initially signed the contract with David’s Bridal, they were given a Marketing Kit with Best Practices from our most successful vendors. In addition to the Creative review we offer our vendors, we also host monthly webinars to help them find success through e-mail. [redacted] has been invited to six webinars to assist with marketing efforts. Unfortunately, David’s Bridal has no records of [redacted] attending any of these webinars. Since signing the contact with David’s Bridal on December 1, 2013, 4 months ago, we have only received one payment for the services we have provided. We have suspended service to [redacted] effective in March due to their payment status.As you can see, we have made every attempt to accommodate this client. However, due to the terms of the contact signed by [redacted] and the facts as stated above, David’s Bridal will not be refunding any monies already paid. Our contract with [redacted] will expire on November 30, 2014 at which time it will not be renewed. Should [redacted] remain in a default status, their account will be turned over to our collection agency in April and additional default and collection fees will be added to the existing balance of $810.Should you need additional information, please do not hesitate to contact me.Yours Truly,

8/29/17 Dear [redacted]: Please give me the opportunity to reach out to the store and see what happened. I will get back to you as soon as possible. Thank you, Nancy, David's Bridal, Contact Center

From: Nancy F[redacted]<[redacted].com>Date: Tue, Feb 21, 2017 at 3:58 PMSubject: complaint #[redacted]. [redacted]To: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>Cc: "[redacted].com" <[redacted].com>Dear [redacted]: Thank you for giving us the opportunity to respond to your issue. I have researched our events and cannot find one under your name.  When you made the purchase, did you use a nickname or anything different?  Which store was your purchased made in? Upon reviewing your letter it states that you made you purchase on 7/22/16.  If this is correct, we are unable to do a refund as the dress has been out of the store seven months. Please get back to me with this information at your convenience. Thank You, 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]
 Complaint: [redacted]
I am rejecting this response because: as everyone is aware, there are 2 sides to every story; that was evidently Amy's side to the story, I have a very different recollection of how the events transpired. The dress was & still is beautiful. I never had an issue with the dress, my only issue was how much the dress cost (after all the additives, such as preservation box, veil, etc etc). When I first called the store in the beginning of May, the woman politely explained to me via phone that they are a final sale store, however, since I was having second thoughts less than 10 days from the purchase date of 4/23/17, she advised me to contact the manager Amy the following day @1pm. So that's exactly what I did. I repeated my issue several times to Amy that the dress is beautiful and my one and only issue is the price-it was over my budget and I would like it to be returned and my money refunded. Amy insisted I schedule an appt with Whitney to look at other dresses. I explained my future mother-in-law & I were there for over 3 hours so I saw all they had to offer already, plus the couple of other dresses I liked were even more expensive. Amy made it clear by saying over and over, "we are a final sale store; the only exchanges we can do are of equal or greater value". Which still I wonder, how would that solve my dilemma?? Amy insisted I schedule an appt to meet with her to further discuss. When I called to schedule the appt the woman said it needed to be at 4pm so my fiance drove me & the dress, veil, preservation box, receipt etc- all of which was still fully in tact in the store bag completely untouched. I left him in the truck with the items. (Amy never even asked if the items/receipt were with me!) I walked in asking for Amy. Our less than a minute long appt went as follows: Amy repeating the store policy of "we are a final sale store; the only exchanges we can do are of equal or greater value". I stated again that my issue isn't the dress but rather how expensive it ended up being. She did mention alterations, but never discussed "helping me out" or giving me a discount or anything like that. I had no intentions of getting the alterations through David's Bridal because the seamstress on site the day of the purchase quoted me roughly $500- (which is absurd! I've received several quotes from seamstresses in the Green Bay area varying from $200-$250). I asked Amy, "So are you telling me there's nothing you can do for me??" All she said AGAIN was the store policy of no exchanges unless equal or greater value. (Which I wish someone would have told me of this store motto/policy prior to 4/23/17!) Had Amy offered to "help me out" like the store &/or Nancy mentioned, I would have never taken this issue to David's Bridal Corporate office or Revdex.com. But since Amy & the 3 people I spoke to throughout the company never once mentioned ANY means of "helping me out", or offering anything whatsoever to rectify the situation, they made it clear to me they are just a money hungry corporation that cares nothing about its customers. It has been over 4 months now since this ordeal, and I am very proud to say I've saved several women (family, friends, coworkers, even a random woman in a restaurant) from this headache by telling them my David's Bridal experience and encouraging them to shop elsewhere, to a bridal store that truly values their customers.
Regards,
[redacted]

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

customer for her service experience, in reference to her wedding gown, After researching the issue I discovered our store did refund $200.00 off the cost of [redacted] alterations for the issue.Based on the above information I believe we were able to address all of [redacted] 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 Phone

8/1/17Dear [redacted]:Thank you for giving us the opportunity to research this matter.Please let me do my due diligence and I will get back to you as soon as I can. Nancy, David's Bridal, Contact Center

From: Nancy F[redacted]<[redacted]@dbi.com>Date: Mon, Aug 29, 2016 at 4:24 PMSubject: [redacted]To: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>Dear [redacted]: Listed below, and see the response from our store. [redacted] was happy with the adjustments we made. Please let me know if I can be of any further assistance in regards to Ms. Peterson. Thank You, Nancy F[redacted]David’s Bridal, Contact Center From: Store **Sent: Wednesday, August 24, 2016 6:31 PMTo: Cindy M[redacted]Subject: RE: Store **- [redacted] -You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #[redacted].Good afternoon,I had [redacted] come in on Monday 8/22 when the alterations manager and I were both present to ensure that the lace on the back touched and that anything else was fixed. We made minor adjustments to it and she left happy with the dress. I ordered a backup dress just in case after speaking with her on the 19th. However, she took her original dress home as alterations was able to fix it.Thank you,Shandiin P[redacted]Thank You, Nancy F[redacted]David’s Bridal, Contact Center

Marisa R[redacted] <[redacted]>11:51 AM (1 hour ago)to me, Patricia Hello,Thank you for the opportunity to respond to the concerns of our customer Ms. [redacted], in regards to her on-line order.In further researching the matter, Ms. [redacted], placed her order on 7/20/15. The price of the merchandise ordered is $139.95, taxes on the order is $8.01, which give a subtotal of $147.96. If the order was charged the shipping fee of 12.95, the subtotal would have been $160.91.David’s Bridal did not charge the shipping fee, and we would not be refunding the customer $12.95. As for the inconvenience and delay in responding to her inquiry, we will refund her account a 10% discount off the price of the merchandise. We have sent your billing information to our finance department requesting a credit be provided as form of reimbursement, in the amount of $14.00.The credit is to be returned to the form of payment originally used to place the order. Also, please note that the credit may require 48 to 72 business hours to be processed by our finance team. Again, we apologize for this inconvenience this has caused you. Patricia H[redacted], Mgr.Marisa R[redacted], SupervisorCustomer Service at David’s Bridal Marisa R[redacted] <MR[redacted]@dbi.com>11:51 AM (1 hour ago)to me, PatriciaHello,Thank you for the opportunity to respond to the concerns of our customer Ms. [redacted], in regards to her on-line order.In further researching the matter, Ms. [redacted], placed her order on 7/20/15. The price of the merchandise ordered is $139.95, taxes on the order is $8.01, which give a subtotal of $147.96. If the order was charged the shipping fee of 12.95, the subtotal would have been $160.91.David’s Bridal did not charge the shipping fee, and we would not be refunding the customer $12.95. As for the inconvenience and delay in responding to her inquiry, we will refund her account a 10% discount off the price of the merchandise. We have sent your billing information to our finance department requesting a credit be provided as form of reimbursement, in the amount of $14.00.The credit is to be returned to the form of payment originally used to place the order. Also, please note that the credit may require 48 to 72 business hours to be processed by our finance team. Again, we apologize for this inconvenience this has caused you. Patricia Harris, Mgr.Marisa R[redacted], SupervisorCustomer Service at David’s Bridal

Hello,
Thank you for the opportunity to respond to your concerns.
We apologize for the inconvenience. In further researching the matter, on
7/6/15, we see you spoke with a supervisor, and a replacement of the size 4 was
shipped out.
We are going
to honor a refund of $50.00, as a service...

gesture. We
have sent your billing information to our finance department requesting a
credit be provided as form of reimbursement.
The refund is to be returned to the form of payment originally used to
place the order. Also, please note the credit may require 48 to 72 business
hours for the credit to be processed by our finance team.
Thank you,
Patricia H[redacted], Mgr.
Marisa R[redacted], Supervisor
Customer Service at David’s Bridal

May 30, 2014
Dear [redacted]Thank you for giving us the opportunity to respond to the concerns of our customer, [redacted].In order for **. [redacted]s claims to be fully researched, I contacted her via e-mail for the name of the bride, which is how all our records are kept, as well...

as the store where the purchase was made. Once **. [redacted] provided this information, bride [redacted] and the store [redacted], GA, I was able to research her concerns. I learned that **. [redacted] had created a layaway for her daughters bridal gown on February , 2014. The layaway was paid in full on February 22, 2014 and our customer took the bridal gown home. On April , 2014 **. [redacted] returned to the store concerned with the condition of the bridal gown.Davids Bridal is an off-the-rack bridal retailer. When a customer chooses to put a bridal gown on layaway, it is the gown that is in the store. However, it is expected that the gown is in pristine condition. A replacement gown was ordered on April 6, 2014, when our customer brought her concerns to our attention. The replacement gown was picked up on April 22, 2014.
Based on the above information, we feel **. [redacted]s concern has been resolved. We sincerely apologize for any inconvenience this may have caused our customer. Due to the inconvenience, we will provide **. [redacted] with a $50 price adjustment on the bridal gown. **. [redacted] should contact the store with her payment information so the discount can be processed. Should you have any further questions, please do not hesitate to contact us.Very truly yours,

After trying dresses at a David's bridal location, we decided on a dress for my daughters prom but no location in our state had her size, so the same evening (4/16/2016) we decided to order the dress online. The dress arrived a couple days later but with minor damages and a piece (back panel) missing. I called to inform DB about missing piece & without a problem they next day me a perfect replacement.
I then found out this dress is now 50% off! I call DB again to inquire about a price adjustment. They informed me that the original purchase was 8 days earlier, they could only do a price adjustment with items purchased less than 7 days prior. I was advised to send the dress back for refund, then purchase the dress again... Which I did. They sent me a dress so ragged and the same missing piece! (During the new order, I requested that they made sure the back panel to the dress was included, since it was missing with the first dress order). I then called back to tell them the condition of the dress and the missing piece. I asked if they could send another dress. I spoke to a supervisor (Betty) who sounded like she was having a bad day. She informed me that they will not be sending me a 4th dress. (I checked online and the size I needed was available). She said I would be taking a chance on receiving another damaged dress... That was a chance I was willing to take. She said I could return the dress or take 30% off prom is a few days away (May 7). No way could I return the dress with prom so close and with shoes custom made to match the dress. DB has been my "go to" place for formal wear, I even bought my wedding dress, bridesmaids & flower girl dresses with them. After this experience I will no longer support this business and will advise my clients, friends & family of this experience

Hello,
Thank you for
the opportunity to respond to your concerns. We sincerely apologize for the
inconvenience for the delay shipment, and for not being able to reach our
on-line customer service via telephone. We have submitted a 30% discount to our
finance department, in the amount of...

$41.60. The refund is to be returned to
the form of payment originally used to place the order. Also, please note the
credit may require 48 to 72 business hours for the credit to be processed by
our finance team. Again, we apologize for the inconvenience this has caused
you.
Thank you,
Patricia
H[redacted], Mgr.
Marisa
R[redacted], Supervisor
Customer
Service at David’s Bridal

From: Revdex.com of Metro Washington DC
font-family: arial, sans-serif;"><[email protected]>Date: Mon, Aug 17, 2015 at 9:48 AMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [redacted] <[redacted]@myRevdex.com.org>---------- Forwarded message ----------From: [redacted] & [redacted] <[redacted].com>Date: Sun, Aug 16, 2015 at 10:11 PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: "[email protected]" <[email protected]>
Complaint #[redacted].
 
I have now been refunded to my account for the item returned and was received at David's Bridal 7/03/15; My financial dispute with the company is resolved.
 
Thank You.
[redacted]
.