David's Bridal, Incorporated

4/24/16 I apologize for the lateness of this email.  I have been out of the office with pneumonia.  Please give me an opportunity to research this matter. Thank You, Nancy, David's Bridal, Contact Center

7/26/17 Dear Mr. [redacted] First, I apologize for this inconvenience. Can you please tell me the name of the bride, and which store this happened in? Our orders are filed under the bride's name. I look forward to hearing from you. Sincerely, [redacted]...

[redacted]

Hello,
We apologize
for the inconvenience. We have researched this matter further for you. Our system
shows your return has been processed and your account has been refunded the cost
of this item, $143.15 on
7/20/15.
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.
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:
I do not accept the response from David’s Bridal.  I ordered the size dress that I was told I needed by the staff who assisted me.  The dress came fitting a whole size smaller than the one I tried on at the store.   When I took the dress back to the store the manager said “that everyone knows that the dresses ordered come in a size smaller then in the stores.”   If they knew this then why didn’t they inform me of this and have me order the next size up.  I believe this is their scam to make their customer’s spend more money.  I read through the complaints and this company has an “F” grading and there were a number of other customers with this exact issue.
Corporate staff, [redacted], only offered to waive the $20 fee for rushing another size AFTER I pointed out that she was doing nothing to remedy the problem.   It is a shame that this is how they do business.   With the wedding only being less than two weeks away I couldn’t risk this same problem occurring again by ordering another size four, nor was I going to give this company more of my money when they were already screwing me over! 
It was never that I didn’t want the dress; [redacted] is putting words into my mouth.  I wanted it, which is why I ordered it!  It was purchased along with the bride’s sash that we also ordered that day!  As the maid of honor I was to match the bride.
So, David’s Bridal told me to order a size I fit in at the store (knowing that they arrive a size smaller but don’t share this with me), and then expect me to purchase a bigger size and pay for the alterations and a rush fee!   Unbelievable! 
I was NEVER informed that all sales were final!  The receipt that I was asked to sign was because they ran my credit card! 
Only after they refused to help me I discovered that they DO ACCEPT returns on-line!  If I knew this then I would have ordered my dress on-line.  I live an hour from the store, it’s not like it was convenient for me to go there.  [redacted] stated that they allow for on-line returns because the customer doesn’t get to try it on until it is delivered and stated that I already had by dress at my home.  Where does she think dresses that are ordered on-line are delivered to?  THE PERSON’S HOME!  I DID NOT GET TO TRY MY DRESS ON UNTIL IT WAS DELIEVERED TO MY HOME EITHER.  I live an hour away and my sister-in-law had to pick it up for me and drop it off for me to try on, this is why it took a week to do so!  I explained to this corporate as well, and again she is did not offer a solution or allow me to make a return.
I WILL NEVER recommend David’s Bridal to ANYONE!    They are supposed to help people with one of the most important days of their lives and instead they cause more grief and heartache!  Shame on them!
We also overheard the manager at the store bragging about how they are buying out the stores in Mexico and other countries, but they can’t offer refunds to those who have an issue with their purchase due to the staff misleading them.  Shame on them!  It’s not like this was a special order, they carried this dress in the store.  It was brand new with the tags on it.  There is no reason why they can’t accept responsibility for having the wrong size ordered and issue a refund.
Regards,
[redacted]

From: Nancy F[redacted]<[redacted]@dbi.com>Date: Wed, Jul 20, 2016 at 4:37 PMSubject: [redacted], Revdex.com complaintTo: "[redacted].com" <[redacted].com>Cc: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>Dear [redacted]: First, I apologize for any inconvenience you...

experienced. The only order I could find in the system is listed below. Can you please give me the exact size, and style that you had the problem with ? I look forward to hearing from you. Nancy F[redacted]David’s Bridal, Contact Center David’s Bridal , Contact Center

I made several attempts to reach [redacted] regarding his Revdex.com complaint. The message I left on 12/15/14 asked the wedding planner to contact me directly. To date, no return call was made to my office....

However, [redacted] contacted the store at which the gown was purchased. The store staff asked [redacted] to have [redacted]; the bride, call and set up a time to bring the gown into the store and meet with the Store Manager. Please see the stores notes below. The store is willing to work with the customer and offer 20%, however before any compensation is made, the customer must bring the gown into the store for review.

From: [redacted]<[redacted].com>Date: Fri, Nov 10, 2017 at 10:28 AMSubject: Re: [redacted]...

[redacted]To: Nancy F[redacted] <[redacted]@dbi.com>Cc: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>Will do, thank you so much!! Really appreciate it!On Fri, Nov 10, 2017 at 10:26 AM Nancy F[redacted] <[redacted]@dbi.com> wrote:Dear [redacted]: The District manager has approved this return.  Please bring in the credit card you used to purchase this dress. Also, please bring in the pictures, so the store can see the damage. Please bring this email, so the store can see what I have written. Thank you for your patience in this matter. Nancy

6/4/17Thank you for giving me the opportunity to respond to your complaint.  I have sent this to the store so they can tell me what happened with the alterations.I will get back to you as soon as I can.Thank you for your patience in this matter.Nancy, David's Bridal, Contact...

Center

I went to Davids Bridal, the one located in Kennewick, Wa, to try on some dresses because I had recently gotten engaged. This happened in March of 2016, so earlier this year. I was sure to book an appointment because I know they will only take you in by appointment. So like others here my appointment was terrible. First of all the lady helping me was also helping like 2 other brides. The undergarments she chose for me were way to big. So I started trying on dresses and there was one particular one that I liked the best from the ones she brought in for me, all in a very hurried pace as I might add, it seemed all she cared about was the sale. It was still a year before my wedding so I was not sure about the purchase and I told her a couple of times. To make this story short she lied to me and said that the dress would take 4 months to arrive and that the dress might not be available anymore when I came back. Horrible ethics on her part she pushed me to get a dress I was unsure of and that I am now stuck with and trying to resell so I can afford a different one on the day of my wedding. The sales person was intimidating showing signs of anger when I said I was't sure about the sale. HORRIBLE EXPERIENCE.

June 12, 2014
Please accept my sincerest apology. is complaint was not received by my department; E-commerce. Customer Service until 5/24/14 we immediately requested the customers information removed.

7/26/17 Please let me do research on this, and I will get back to you as soon as possible. Thank You, Nancy, David's Bridal, Contact Center

Dear [redacted]: Please see the bridesmaids’ information below.  We did leave her a message asking about size exchanges on 6/5/17.  This is a “cut to order” dress. Which means it can take anywhere from 12 to 16 weeks to get another dress in.  A majority of the girls picked up their dresses in April.  As you can see by the notes below, we did not know until 6/5/17 that the bride wanted to exchange dresses.  There is one bridesmaid, [redacted] ,that her dress came in 2/8/17, and was not picked up until 6/5/17, she had lost weight and we did have her smaller size in the warehouse. At this point, we will not be doing anything additional for this customer. Thank you for giving us the opportunity to respond to this complaint.  NANCY F[redacted]  I  CUSTOMER SERVICEDAVID’S BRIDAL[redacted]  *  [redacted]  *  [redacted] *  [redacted]

From: Nancy F[redacted]<[redacted]@dbi.com>Date: Wed, Aug 10, 2016 at 10:24 AMSubject: FW: [redacted] - You have a new message from the Revdex.com of Metro Washington DC & Eastern P[redacted]sylvania complaint #[redacted].To: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>Dear [redacted]: I have sent an...

email to [redacted] apologizing for the lateness of this email. There was another team in place that was answering these emails, and unfortunately we have no record of receiving this complaint. Please be assured that [redacted] has been removed from all vendor lists. I am responding to you because  the system will not let me answer the complaint. Please let me know if I can be of any further service regarding this matter. Nancy F[redacted]David’s Bridal, Contact Center

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

October 6, 2014
Dear Ms, Butts:
Thank you for the opportunity to respond to the additional concerns of our customer, [redacted] from our [redacted],VA store,
When a customer does contact us to request an exchange, we have strict criteria that we must follow.  The merchandise must be current and regular price not marked down or discontinued, it also needs to be unaltered, unworn with the tags attached a recent purchase and in pristine condition. 
Unfortunately, [redacted]'s merchandise does not meet all our exchange policy criteria, not a recent purchase 4/5/14. Our store 1st documented our customers contact in reference to this issue on 9/24/14, five months after purchase; this amount of time exceeds our exchange policy criteria.
David's Bridal must remain fair and consistent with all our customers.  We achieve this goal by following company policy equally with all customers.
Based on the above information we are not able to honor our customers request for a refund or exchange.
Please feel free to contact me if you have any further questions.
Very truly yours,
Deborah VCorporate Area Customer Service Manager

Thank you for giving David's Bridal the opportunity to respond to [redacted]’ complaint. After investigating the issue, we have decided that, as a customer accommodation, we will issue [redacted] a refund in the amount of $24.77 (shipping plus shipping tax). Her refund will be...

processed within 5 business days. We also personally reached out to [redacted] to ensure this was a satisfactory resolution which she agreed was. Thank you for bringing this concern to our attention. Sincerely, Holly C[redacted] Sr. Director Customer Service.

[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 received and email stating that I will receive a refund check and to this date, I have not.
Regards,
[redacted]

From: Nancy...

F[redacted]<[redacted]@dbi.com>Date: Tue, Sep 12, 2017 at 2:57 PMSubject: [redacted]To: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org> Dear [redacted]: Please read comment below. We started dealing with this customer on 7/31/17. When I first started talking to her she had a size 26 which was refunded and a 28 was ordered.  She then canceled the 28 on 8/14/17.  We then reached out to her and said we would get the size 30, which she agreed to. Her dress did not fit and wanted us to pay for the alterations. There is very little seam allowance in special occasion dresses; therefore we needed to get the bigger size. We have spoken to her on numerous occasions.  This dress is being specially made for her in the size 30.  What we had said to her was that the dress was coming in a week before her wedding, and we would not charge a rush fee for alterations. We have done everything to make this customer happy.  Unfortunately, she will not accept our offer. At this point, I am at a loss on how to resolve this customer’s issue.  I feel that we have gone above and beyond to help her. The problem is she keeps rejecting our resolution. Thank You,  NANCY F[redacted]  I  CUSTOMER SERVICEDAVID’S BRIDAL1001 WASHINGTON STREET  I  CONSHOHOCKEN, PA 19428PHONE: ###-###-####, EXT. 4771  I  FAX: ###-###-####EMAIL: [redacted]@DBI.COM I  WEB: DAVIDSBRIDAL.COM   #BEYOUR...⇄ is from 7/31/17 Please contact the customer and let her know that many different sizes including women and petite sizes are special order and take more time to arrive.  It would depend on our current stock as we sell merchandise directly off the floor and we are ready to wear company. Please let her know certain sizes are more popular and sell out immediately and that is why we did not have stock. Please let her know that we have dress on order for her and it will be arriving a week before the wedding.  She can keep the size 26 until the Size 30 arrives….and do the exchange. Please also remind her that our dresses do not allow for a big seam allowance…to let it out.

July 2, 2014Dear [redacted]:
Thank you for giving us the opportunity to respond to the concerns of our customer [redacted], regarding her experience with...

our [redacted], MD store. The situation as described by the customer has been thoroughly researched.[redacted] initially contacted our Corporate Office on May 30, 2014. At that time she explained when shopping in November, 2013 her stylist indicated that [redacted] merchandise would “match" our bridesmaids’ colors.
[redacted] is an independent company that has partnered with David's Bridal to offer our customers tuxedos and accessories  in colors that complement our bridesmaids' dresses. Our customers also receive promotional pricing when using [redacted] for the groom and groomsmen's needs. Our Stylists are encouraged to recommend [redacted] to our brides for their tuxedo needs so they can take advantage of the savings. Our Stylists are trained to advise our customers that [redacted] has colors that will compliment or coordinate with our bridesmaids’ colors, not match. They  are fully aware that [redacted] is unable to guarantee match. In researching the customer's statements, learned the Stylist [redacted] worked with a seasoned employee who is well scripted and fully aware that we are not able to make such a statement.
In addition, when speaking with Katherine in our [redacted] location, learned that while she provided the customer my contact information; she didn’t promise her any type of compensation. She did, however, offer [redacted] the opportunity to select a different color, which was declined. In our efforts to attempt to resolve this miscommunication/misunderstanding situation, I have offered the following: • the ability to select another color for her bridesmaids 
•the ability to return all the dresses so that she would be free to shop elsewhere• purchase the fabric with a 30% discount after she identified someone that could make the vests and bow ties
All these options have been declined by [redacted]. Based on the above information, we made every effort to resolve thecustomer's issues in a satisfactory manner. Unfortunately, we are unable to honor her request to have [redacted] make the accessories, refund the bridesmaids in full, or provide the fabric at no charge.
Before I had the opportunity to mail my response, I learned that [redacted] in, in fact, order the fabric at our [redacted] store.Unfortunately, she did not receive the 30% discount. The store will process the discount for the customer when the fabric arrives.  If we process it beforehand, it would cancel the order.  
Should you have any further questions, please do not hesitate to contact me.Very truly yours,
Marion M. 
Regional Customer Service Manager

Hello,
Thank you for the opportunity to respond to your concerns.
We apologize for the inconvenience. In further researching the matter, we found
you have contacted us on 7/9/15 asking for the address...

to return the
merchandise. On 7/12/15, we responded to your email providing you the address
and instruction on how to return the merchandise. The email address we emailed
was [redacted] . If you have not
received this information below we have provided you the address and
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
[redacted]
Bristol, PA 17112
Thank you,
Patricia H[redacted], Mgr.
Marisa R[redacted], Supervisor
Customer Service at David’s Bridal