David's Bridal, Incorporated

Hello,
Thank you for
giving David's Bridal the opportunity to respond to [redacted]
complaint. We have thoroughly researched [redacted] store purchase at our
East Brunswick, NJ location, and found the...

following;
[redacted] ordered her wedding gown on 9/20/14, and the
store received it on 10/6/14. Our store attempted to contact [redacted] on
10/6/14 via telephone and her phone number was disconnected. On 11/10/14 and on
11/17/14, our store attempted to contact [redacted] again and the number was
still disconnected.
David’s Bridal policy is to hold the merchandise for two
weeks, if the customer does not come to pick up the merchandise, they will
return the items back to our warehouse.
We contacted our store in East Brunswick, NJ and spoke to
our store manager Kristen, and she informed us [redacted] has picked up all
of the items she ordered.
David’s Bridal has fulfilled the customer request with
providing her with her merchandise.
We apologize for any inconvenience this has caused the
customer.
Thank you,
Patricia H[redacted], Mgr.
Marisa R[redacted], Supervisor
Customer Service at David’s Bridal

Hello, 
Thank you for the opportunity to respond to your concerns. We apologize for the inconvenience. We researched this matter further for you, and see that you contacted us on 6/18/15, and left a voice message. On 6/18/15, we contacted you back in regards to the status of...

your on-line  return for order #[redacted]. We have informed you it can take 5 to 7 business days, the call was disconnected.
David's Bridal return policy, on the Process for Returning Merchandise, step three, say "Once received at our facility, your return will be processed within 5 to 7 business days." 
If this time has passed, we request the customer to provide us with return tracking information. 
We will like to resolve this matter for you. Can you please provided us with the return tracking number, so that we can research further you?
Thank you, 
Patricia H[redacted], Mgr.
Marisa R[redacted], Supervisor
Customer Service at David's Bridal

6/4/17 The store had told me a number of times that this situation...

had been resolved.According to our records you have already received 50% off the dress; and that when you left the store everything was fine.At this point we have done everything to make this right. We have corrected this situation according to our policies.Nancy, David's Bridal

7/5/17Dear [redacted]:I apologize, but I have not seen this complaint.  Can you please send it to me again, so I may get it resolved.Thank you for your help in this matter.Nancy, David's Bridal

Hello, 
We apologize for the inconvenience. We are trying to research this matter and need further information. Can you please provided us the store location, name of the store manager, if you are part of a wedding party, please provided the bride first and last name, so that...

we can further research?
Thank you,
Patricia H[redacted], Mgr.
Marisa R[redacted], Supervisor
Customer Service at David's Bridal

10/16/18Please for give me for the lateness of my reply.  I fell and this is my first day back.Please give me the opportunity to do my research into this matter.Thank You for your patience in this matter, Nancy, David's Bridal, Contact Center

February 26, 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 [redacted]’s concerns regarding online order #[redacted]. We apologize the website did not allow promotional code ”GREAT DAY” and allow a discount of $40.00 to be applied to [redacted]’s online order on February 22, 2016.
I have researched our customers concerns with our online team and would be more than happy to honor the discount of $40.00 plus refund the shipping fees. A member of management contacted [redacted] today and left voicemail message stating a refund of $79.04 was processed today to her [redacted] credit card.
Sincerely,
Cindy M[redacted] Customer Service Store Specialist

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

8/13/14,
Ms. [redacted] placed an on-line order, order number [redacted], for 2 dresses, 2 pairs
of shoes and 1 ribbon bow. The sub-total for her order was $100.95, taxes $13.11,
next day shipping $57.76, which total the order to be $171.82.
On 8/13/15,
we cancelled the dress style [redacted], in the color white, size 6, due to lack of
stock. On 8/13/15, the remaining merchandise was shipped to the customer with
next day shipping. The packages were delivered to Ms. [redacted] on 8/14/15.
David’s
Bridal does not charge the customer account until the merchandise has shipped. We
also do not charge the customer for cancelled merchandise.
On 8/19/15,
we charged to Ms. [redacted] card, in the amount of $114.51, and not $171.82, what
is initially the authorization hold when Ms. [redacted] placed her order?
Finally, David’s Bridal will not be refunding Ms. [redacted] for the
shipping charges, since we not charged the customer for the merchandise, or the
next day shipping for the dress that was cancelled from the order.
 
Thank you,
Patricia H[redacted], Mgr.
Marisa R[redacted], Supervisor
Customer Service at David’s Brial

Hello, 
Thank you for the opportunity to respond to [redacted]'s complaint. We strongly apologize for the inconvenience. We have further researched this matter with our store. They had refunded the customer on 3/15/15, for the dress in the amount of $1,150, and the...

slip in the amount of $49.00. Customer has been refunded in full for both merchandise. Again, we apologize for the inconvenience. 
Thank you, 
Patricia H[redacted], Mgr.
Marisa R[redacted], Supervisor
Customer Service at David's Bridal

The customer purchased her gown on 7/15/2014 for $449.99. The company would have honored the priced had it reduced within 72 hours her purchase. Since the gown was reduced well after the 72 hours time frame the company will not honor the reduced price nor offer any further reduction...

in price.

10/23/17Please give me the opportunity to research this matter.  I will get back to you as soon as possible. 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:  They gave us a DISCOUNT ("NOT REFUNDED IN FULL" as stated in their response) on the dress and the skirt (around the mentioned 3/15 date) after their FIRST mistake of giving me the WRONG wedding dress. When we went there after their first mistake they exchanged the wrong dress and gave us the correct dress THAT'S IT.  All their mistakes that I had previously listed (sending the dress to the WRONG address even after I had given them my correct address, being unprofessional when calling to speak to a manager, never returning the multiple phone calls after asking to speak to a manager) happened AFTER the first problem of giving me the wrong dress.  If they had refunded me in full after giving me the wrong dress I wouldn't be taking the time to submit this complaint.  It was their continual mistakes, and continual unprofessional-ism/rudeness and most importantly that they sent my WEDDING dress to the wrong address after I gave them the correct one and NEVER returning our phone calls.  God forbid the person who received it wasn't honest.
[redacted]

4/24/17Please forgive the lateness of my reply.  I have been out with pneumonia, and have just come back.I will do my investigating and get back to you as soon as possible.Nancy, David's Bridal, Contact Center

Hello,
Thank you for the opportunity to respond to your concerns.
We apologize for this inconvenience. We further researched the matter, and our
vendor will be contacting you to send you a return label so they can preserve
the dress again. As a service gesture, we have refunded your account...

in full in
the amount of $135.44.
Thank you,
Patricia H[redacted], Mgr.
Marisa R[redacted], Supervisor
Customer Service at David’s Bridal

June 20, 2014
Dear [redacted]:Thank you for the opportunity to respond to **. [redacted] on behalf of our customer, **. [redacted], from our [redacted], NY store.**. [redacted] purchased a wedding gown style [redacted], Ivory, size 6, from our [redacted], NY store, on 3/3/14 for a...

wedding date of 5/23/14. When merchandise arrives, our customers are notified electronically. Our records indicate that our system sent out an arrival/pickup email to: [redacted], on 3/15/14 at 8:19 am and again on 3/21/14 at 8:27am.**. [redacted] picked up her wedding gown on 5/3/14. She had an in store alterations appointment set up on the same date at 5:30 pm. During the alterations process it was discovered that the customer now required a different size. Our Store Manager contacted our warehouse and was able to get an approval code to rush the new size to the store. However, due to the wedding date being so close this would require a rush fee of $20.00 in order to expedite the processing in time for the event. **. [redacted] was unhappy with the fact that a handling fee was required. At that time, our customer requested to exchange her wedding gown for another style. Our Store Manager informed **. [redacted] that we would be happy to exchange the gown for equal or greater value; however an appointment would need to be made since the store was fully booked with appointments and could not accommodate her that same day.**. [redacted] was unhappy that the store could not immediately accommodate her and did not want to make a future appointment. She left the store that day without her wedding gown. There was no further contact from the customer.Based on the above information David's Bridal will refund our customer for the wedding gown. **. [redacted] should contact the [redacted], NY store so her refund can be processed by July 6, 2014. Based on this information we feel our customer's request has been honored. Please feel free to contact me if you have any further questions.Very truly yours,

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]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have the answer to their response.
The location of the business is as follows:
David'd Bridal Ottawa [redacted], Ottawa, ON [redacted]###-###-####Regards, [redacted]

7/19/17Dear [redacted]:I had sent an email to your personal address.  According to our notes, you picked up the dress on 7/8/17.We hope this resolves your issue.Sincerely,Nancy, David's Bridal, Contact Center

9/12/17I apologize for the lateness of this email.  I am just back to work today, due to a family emergency.Please give me the opportunity to research this.Our alterations are always a separate charge; this is written on the bottom of all our receipts, and there is signage at all our cash...

wraps,I will get back to you as soon as possible.Nancy, David's Bridal, Contact Centet

[redacted]...

[redacted]
Hello [redacted],
 
We apologize for the delay response. Through further research [redacted], waited 20 minutes for her fitting appointment. The alteration manager has informed us [redacted] did not want the alteration done because it was too expensive and she left the store with the dress. As for the bridesmaid dresses, [redacted] did pick one up and the other two dresses was shipped to the customer. For this entire inconvenience, our finance department has mailed her a check for $110.00, on 3/30/15. [redacted] will receive the check within 7 to 10 business days.
 
Thank you,
Marisa R[redacted]
David's Bridal
Customer Service Supervisor