David's Bridal, Incorporated

May 31, 2016   [redacted] 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 [redacted],  ...

Thank you for the opportunity to respond to the concerns of our customer **. [redacted] regarding returned online order #[redacted].   After researching our customer’s concerns it was discovered [redacted] was not refunded his original purchase of RMA #[redacted].  We can confirm the merchandise was received at the David’s Bridal corporate office and issued a credit to [redacted]’s [redacted] Credit Card in the amount of $128.69 on May 25, 2016. Should you have any questions, please feel free to contact me. Sincerely, cindy m[redacted]  I  customer service store specialist DAVID’S BRIDAL 1001 WASHINGTON STREET  I  CONSHOHOCKEN, PA 19428 PHONE: ###-###-####  I  FAX: ###-###-#### EMAIL: [redacted]@dbi.com I  WEB: DAVIDSBRIDAL.COM

Dear [redacted]: Please see email below.  The store has completed the refund. Take care, Nancy  Hello Everyone, Danielle just returned our call and took the refund over the phone this has now been resolved  Thanks for your support. Todd S[redacted]

5/16/17Dear [redacted]:Listed below is a...

copy of the dress refund for [redacted].  The alterations that were refunded was $420.00,I started responding to you on 5/5/17.  I explained we needed to do further investigation of the customer’s claims.My supervisor tried calling her numerous times, before she was able to get her on the phone.  At the bottom of the email, you will see the various emails that went back and forth trying to get this corrected. There are also notes in her event about the refund being done.I had sent you a number of emails stating that this was completed, the latest being this morning.  Apparently something happened, and you did not receive them.I hope this clears up the record, and does not negatively affect our rating.If you have any questions or concerns, please let me know.NANCY F[redacted]  I  CUSTOMER SERVICE DAVID’S BRIDAL1001 WASHINGTON STREET  I  CONSHOHOCKEN, PA 19428PHONE: [redacted] EXT. [redacted]  I  FAX: [redacted]EMAIL: [redacted]@DBI.COM I  WEB: DAVIDSBRIDAL.COMWHATEVER YOU DO, BE YOU #BEYOUROWNBRIDEThis is from [redacted]Good morning, Thank you so much for contacting me. I appreciate you taking care of this for me.When would be a good time for me to contact you?Thank youGood Afternoon [redacted], I tried to reach you today again at [redacted] regarding your emails to our corporate office.  I work directly with Paul P[redacted]’s office and have read over your emails and I first would like to apologize for us not connecting the past few days as well as your experience with our store staff.We absolutely will refund your alterations and the cost of the gown.  I am working remotely and if you wish you can contact me at:  ###-###-####. I will call you tomorrow to  follow up and we can have the store facilitate the refund.   Have a great day! Cindy I was called twice while I was at work and no number was left originally. My wedding is tomorrow, I have a million things to do now and trying to figure out this dress situation is just another added hassle! I want the $440 alteration fee refunded completely. I have already started the dispute with my credit card. The way your company is "handling" this is ridiculous!                                  �...⇄ On May 3, 2017 5:58 PM, "[redacted]" <[redacted].com> wrote:David's Bridal in Warwick Rhode Island incorrectly altered my dress AGAIN!! They have failed multiple times and my wedding is in 4 days!!! I drove 1 hour and 40 minutes there and back and purchased the dress on 11/19/16. 12/15/16 my dress came in but they said I had to schedule my alterations no more than 8 weeks prior to the wedding. The dress was the wrong size so a new one was ordered. I had to wait for that new dress to come in. My first alteration appointment was scheduled for 4/1/17. I drove 1 hour and 40 minutes there and back on 4/1/17 and the women pinned my dress. They scheduled me to go back 4/26/17 to try it on. I drove another 1 hour and 40 minutes there and back on 4/26/17 to try it on and bring it home. WELL... The women added cups that were way too small, took the dress in at the wrong places, the back was uneven, my sash wasn't added, and was pinned uneven! At this point I'm very nervous since the dress was a huge failure and my wedding is 11 days away. A women named Estine cut the seams the previous women incorrectly added and repinned me on 4/26/17. She told me she was going to fix this and I could go back Saturday 4/29/17 to try it on with the correct bra and take it home. WELL I drove yet another 1 hour and 40 minutes there and back Saturday 4/29/17 expecting to bring it home again. However I get there and see the dress was NOT altered yet and was still pinned. I have no faith in the company at all at this point. My anxiety and stress level is sky high. Which is not good for my high risk pregnancy. I already almost passed out at one of my fittings. I asked if the dress would be ready in time for my wedding on May 6th 2017. Estine answered very rudely "I haven't missed a wedding in 16 years. Do you want me to start with yours?" I ignored this rude comment. She scheduled me to come back 5/3/17. I wrote a review just saying I was very unhappy this was going on and I got a call from a manager on Monday 5/1/17 who said my dress was ready then transfered me to Estine. Estine again very rudely just told me to come in on 5/2/17 to pick up my dress. I drove 1 hour and 40 minutes there and back for the FIFTH time on 5/2/17 expecting to come pick it up today and it's still incorrect!! The chest was brought up way too high, the strap around my neck is way to tight to the point that my neck was red and hurting after just putting it on, there are loose threads, and pulls in the chest from her cutting seams before. I am beyond frustrated at this point. My wedding is in four days! I talk to management and the alterations women is completely rude and lying saying she never pinned me until Saturday 4/29 yet I have pictures of me in a pinned dress and witnesses with me showing it was done prior! I ask how they are going to fix it and she says they would take $20 off what I paid! I paid $440 for this screw up and $20 is what they offer. She was completely rude trying to make me out to be a liar until I pulled out the photos with date and time stamps. Since I showed her the proof she got angry and offered $65 max. But still were trying to charge me for things they didn't do. I will NOT accept this what so ever! They "fixed the dress". However there are still runs and loose threads. Plus the neck is now too loose.  At this point I'm in tears. I paid $440 for alterations, I drove over 300 miles to go there numerous times, and my dress still has issues. The manager said the most she can do is refund $85 and I need to speak with corporate. I refuse to pay the $440 for alterations and I want compensation for my troubles and travel. I have a high risk pregnancy and this stress is NOT good for my health or my unborn child's. I will be disputing the charges with my credit card for the entire dress and alteration fees. I will never recommend a single person to your store and I will be sure to let everyone know of my story! I expect this to be rectified properly!

[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]









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September 30, 2014
Thank you for the opportunity to respond to the concerns of customer, [redacted], from [redacted], CA store.
12.222222328186px;">We apologize to [redacted] for any misunderstanding in reference to our ordering process.
When a customer orders merchandise with David's Bridal depending on the style/color, the arrival date can vary from 6 to 15 weeks to arrive in store. Our store did have the bridesmaid's style available in different styles and colors for our customer's party to try on, however that particular color our customer wanted to order the style in required a full 12 week order time.
When [redacted]'s bridesmaids went to the store on 8/10/14 to order style [redacted] Sangria they did  not have the required full 12 weeks needed to order that particular color before the 10/18/14 event date. Unfortunately, due to order time constraints we are unable to acquire this style in Sangria in time for [redacted]'s event.
Our store would be happy to help our customer select a bridesmaid style and color that can be orderedin time for her event. As a courtesy we would like to offer our customer a free Wedding Gown Preservation Kit, so she can have her gown cleaned and preserved after her wedding.
We ask [redacted] to please accept our apologies along with this preservation kit in reference to this issue. If possible we ask our customer to please contact us at hpr earliest convenience with the address she would like us to ship the preservation kit.
Please accept our apologies and know that we that this issue and all customer feedback very seriously.Yours truly,Patricia H
Ecommerce Manager

Hello [redacted], 
Roman"">
We apologize for the
inconvenience. We have searched in our system, and we are unable to find [redacted] information in our registry. If the customer registered with a
different email address, phone number, and first and name we will not be able
to remove them from our list. Is there any way the customer can provided us
with another email address, phone number and name, so that we can further
research the matter?
Thank you, 
Patricia H[redacted], Mgr.
Marisa R[redacted],
Supervisor
David's Bridal @ dbi.com

2/7/17Dear [redacted],First, I apologize for this continuing issue.  Can you please let me know what your wedding date was, and was the order under [redacted]?  Also can I have the email address that they are sending you the emails.I will be sure to take this to the...

proper department to make sure this stops.I look forward to hearing from you.Again, I am sorry for this situation.NancyDavid's Bridal, Contact Center

From: Nancy F[redacted]<[redacted]>Date: Tue, Sep 12, 2017 at 3:06 PMSubject: [redacted] #[redacted]To: "[redacted]" <[redacted]>Dear Ms. [redacted]: We have reached out to this customer to do an exchange.  She refused and hopes the store goes bankrupt or catches on fire. At this point there is nothing more we can do for this customer.  We take words like this very seriously. Thank You,  NANCY F[redacted]  I  CUSTOMER SERVICEDAVID’S BRIDAL[redacted] STREET  I  CONSHOHOCKEN, PA 19428PHONE: ###-###-####, EXT. 4771  I  FAX: ###-###-####EMAIL: [redacted] I  WEB: DAVIDSBRIDAL.COM               WHATEVER YOU DO, BE YOU #BEYOUROWNBRIDE     Hi Nancy,The bride called back and was very angry and stated she did not want a size exchange, she purchased another dress elsewhere, she wants a refund.I told her we can only do an exchange for size, she was she was very upset and hopes our store goes bankrupt or catches on fire. Thanks,Jenny

Hello, 
Thank you for the
opportunity to respond to the concerns of [redacted] on her on-line return
inquiry. 
We apologize for the
inconvenience and for not receiving a phone call back from the management team.
In further researching the matter we have processed the return and refund on
5/14/15, with the transaction number [redacted].
If you have not received the refund we advise that you contact your financial
institution for further information. Please note that we attached a copy of all transaction charges that was done on you credit card.
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 19, 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 [redacted],
Thank you for the opportunity to...

respond to the concerns of our customer, [redacted]'s regarding her purchase with David’s Bridal.
David’s Bridal has an “All Sales are Final” policy, which is consistent with the industry standard in the bridal and special occasion business. This statement is printed on all purchase receipts and appears on signage at our cash wrap counter.
It is always very difficult when a customer asks us to make subjective judgments regarding exceptions, as our mission is to be consistent, equitable and fair to our customers nationwide.
We are unable to accommodate [redacted]’s request for a full refund of $99.95 for the preservation kit which was purchased on February 18, 2016 from Store #[redacted] Fresno, CA.
Should you have any questions, please contact me.
Sincerely,
CINDY M[redacted] CUSTOMER SERVICE STORE SPECIALIST
DAVID’S BRIDAL
1001 WASHINGTON STREET I CONSHOHOCKEN, PA 19428
PHONE: ###-###-#### I FAX: ###-###-####
EMAIL: [redacted]@DBI.COM I WEB: DAVIDSBRIDAL.COM

Hello,
Thank you for the opportunity to answer your concerns. With
further researching to the matter, on 5/19/15 we contacted you, and per our
notation you have requested to cancel the order. This order has been refunded
back to your [redacted] account. Unfortunately, our buyer’s has confirmed we...

are
unable to order the dress by the time frame of 6/1/15.
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. In further researching the matter, we
received an email from you on 6/23/15 asking for the return authorization
number. The email address on this email is [redacted].
On 7/5/15, we...

emailed you the return number [redacted]. In this email we provided
you the instruction and address where you need to return the merchandise back
too. If you have not received this email below we have provided you the address
to the warehouse and the instruction on how to return the merchandise.
Please return the dress utilizing RMA Return # [redacted], and send the
dress to the following address, which is included below. Also please include
the RMA Return #[redacted] on the outside of the package when sending this 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 dress, 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.
David’s Bridal On-Line Returns
RMA# [redacted]
Conshohocken, PA 19428
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.  I sincerely appreciate the positive communication I received from both the David's Bridal HQ and Julie at the store on [redacted].  Thank you!
Regards,
[redacted]

From: Marisa R[redacted]<[redacted]@dbi.com>Date: Tue, Sep 15, 2015 at 1:24 PMSubject: Revdex.com Complaint - ID # [redacted] - [redacted]To: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>Cc: [redacted] <[redacted]@dbi.com>Hello [redacted], [redacted] does not provided us with...

enough information for us to further research his concerns. Is there a way you can reach out to the customer and ask for the following information: First and last name that was entered on the on-line orderPhone numberAddressEmail address Please advise? Thank you,Patricia H[redacted], Mgr.Marisa R[redacted], SupervisorCustomer Service at David’s Bridal

From: Marisa R[redacted]<[redacted]@dbi.com>Date: Wed, May 27, 2015 at 8:57 PMSubject: Revdex.com Complaint - ID # [redacted] - [redacted]To: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>Cc: Patricia H[redacted] <[redacted]@dbi.com>Hello, We apologize for the inconvenience. In further researching the matter, our records show the customer was refund was processed to her credit card on 5/12/15, with the transaction number 953. On 5/12/15, this information was emailed to the customer. Again, we apologize for this inconvenience. 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 as Answered]
 Complaint: [redacted]
I am rejecting this response because: it was asking only for the bride's name. It was not a settlement response.
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]

Hello,
Thank you for giving David's Bridal the opportunity to respond to [redacted] complaint. We have thoroughly researched [redacted] store purchase at our [redacted] location, with our store manager Bridget, and our store district manager Kristin, and found the...

following;
David’s Bridal will help the customer to receive the size 8, but we have not been able to get in contact with the bride [redacted] to ensure that this is what she wants. Once [redacted] reaches out to the store we can assist the customer with the exchange.
Thank you,
Patricia H[redacted], [redacted]

4/24/17Please excuse the lateness of my email.  I have had pneumonia, and have just come back today.Please give me the opportunity to do research on this complaint.Thank You,Nancy, David's Bridal, Contact Center

10/31/16Dear [redacted],First I apologize for this inconvenience.  Please give me the opportunity to reach out to the store and get more information.Thank you for your patience in this matter.Nancy, David's Bridal, Contact Center