ComplaintsforDavid's Bridal LLC

• Initial Complaint

  07/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Two of my daughters have had horrible experiences with David's Bridal. They ruined their dresses, but one daughter's dress is unfixable. The emails of back and forth are attached along with pictures. The dress can't be fixed. As we went to several alteration places, and they said it was unfixable. All we are asking for David's Bridal to do the right thing which is refund the cost of the dress plus alterations that we have paid. In approximately $900. (They have records of the cost of everything.) Approximately $400 for the dress and approximately $500 for the hack job of alterations on sleeves and not doing the rest of the alterations. They never called and checked to see if what they did was ok before they did it. As the store claimed there weren't any supplies to do the alterations, so they had to work with what they had. She should have been contacted before anything had every been done on the dress and offered an alterations refund at that time. To Top that off everyone was rude to her in the store as she was crying over her ruined dress and saying she wanted a refund and the store refused. I tried calling David's Bridal after she left the store in tears and was lied to about the store manager in Champaign, IL and also treated very poorly. They gave my daughter a measly $167 for the sleeves. This was just half of the problem. Other alterations weren't completed or a hack job was done them as well. I understand they are filing bankruptcy, but this doesn't mean ruin a dress and not take ownership and not to fix the problem. I have emailed them extensively as you can see. I would like to come to a resolution of our request that is more than fair for the poor service and all the hassle we have gone through. Especially since my daughter no longer has a dress to wear on her wedding day. We have more pictures if needed with all the errors. Like my daughter can't even lift her arms up all the way with it sewn so poorly.

  Business response

  08/02/2023

  Hello *****,

  Thank You for reaching out to us. After further investigation, your inquiry has already been reviewed and the compensation that was offered by the store of $167 will be the most we can offer.

  We apologize if you do not find this satisfactory but that is what has been approved.

  Best,

  DBI

  Customer response

  08/03/2023

  [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: ********
  
  I am rejecting this response because:
  This is an unacceptable amount for the alterations that were not done and how poorly the dress was altered for what they did do. At minimum we should receive the $500 back for alterations. She was rushed by trying to fit in an appointment, not having enough material to do the full job and to do it well, told she would have to pay for the hack job and if she wanted it fixed she would have to pay more and now doesn't even have a dress for her wedding due to paying all this money for the current ruined dress, and then she was told she would have to pay again if she wanted it fixed as well as go four hours away.
  This is not right or ethical I feel that she was fully taken advantage of. 
  Regards,
  
  ********************************************
  

  Business response

  08/05/2023

  Hello,

  We have spoken with all necessary parties, and unfortunately there will be no further compensation for this matter.

  We are so sorry that you are unhappy with our resolution. We have filed this as a corporate report and this case has been filed as closed.

  Thank You

  DBI

  Customer response

  08/17/2023

  Apparently David's Bridal isn't going to do anything about the ruined dress per the response I got back. I'm very disappointed in this and unsure of what else to do from here?. I am still not satisfied with their pitiful response and my daughters special day is ruined. To get another dress from somewhere else would take five months to get a brand new dress in. Her wedding is in 23 days. They didn't do all the work and the work they did was horrible per the pictures and all the emails.  We should have at least been refunded the $500 for the alteration payment my daughter made. It's sad that people aren't honest, admit, and own their mistakes! 

• Initial Complaint

  07/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a dress from the store in North Carolina got it home left it in the bag and just took it out to have it steamed and to my surprise the dress is falling apart. The store said they can’t do a return or an exchange and that leaves me 1300 short and no dress for my wedding in 33 days!
  

  Business response

  07/28/2023

  Hello ******,

  Thank you for reaching out to share your concerns.  We are so sorry to learn of the complications with your dress.  This is not the journey we wish to create for any of our guests. 

  Please know that we have looked into this matter.  We understand that you have been working with our store management team.  We understand that the dress is being repaired for you.  We hope this resolution is satisfactory.  Thank you for your understanding. 

  Best,

  DBI

• Initial Complaint

  07/19/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a v neck jumpsuit from David's Bridal on May 24, 2023 for a wedding on June 15, 2023. When I got ready to put it on for the wedding it ripped in the seat and made 2 large holes. I was unable to wear it because of its defects and poorly made quality. I contacted David's Bridal to give them opportunity to rectify the situation. They refused to exchange or refund or give store credit. I don't think it's fair that I spend money with a company and when it's a defect in the product thay don't want to honor their mistakes. I barely had enough money to purchase the item, now I lost the opportunity to wear it and my hard earned money which was $147.00.

  Business response

  07/20/2023

  Hello ********,

  Thank you for reaching out to share your experience.  We are so sorry to learn that this item did not ultimately work out for you. 

  So that we may look into this further, can you please provide the following information?

  -Store Location in which you purchased

  -If purchased online, please provide your order number

  Thank you,

  DBI

  Customer response

  07/20/2023

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  07/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a dress with david’s bridal online on May 24th, 2023. I received the package on May 30th, 2023. After trying it on I realized I was told by a sales associate an incorrect size and it did not fit. So they do not do exchanges, only returns and new purchases. So I took my dress back TO THE STORE after purchasing my second dress. I took it to the Raleigh location, I gave them the box and asked if they needed any further information and they said no have a good day. I asked how long until my money back, they said no more than two billing cycles but usually less. I am on my second billing cycle and the tracking number corporate gave me says the package has not been sent yet. After contacting corporate and the local Raleigh store multiple times there has been no fix. They now state they lost the dress and trying to say I am giving false information and possibly didn’t really return it. I returned it on June 8th (thursday) 2023. The order number was **********. I only returned the dress not the veil. The tracking number for the package is ****************** to see that it is i shipped STILL to date. They committed to ship the dress back properly and get me my money back by now. But they won’t give me a dime back until the dress is back to the original warehouse in PA. They have said they are working on the problem for months and have failed to provide me proper information on what they are doing to fix this issue. I get the same answer everytime for the last month.

  Business response

  08/01/2023

  Hello ******,

  Please confirm whether the item was left at the store and what the stylist advised the next process was going to be for the return.

  Currently our Distribution Center advise they did not receive this item in the return packages from the store.

  Best,

  DBI

• Initial Complaint

  07/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an item that I knew I would likely not need after asking two different employees about the return policy to ensure that I would be able to return it. I attempted to return the item within the usual 60 days and was informed that the return window was only 7 days. I do not contest that this is the return window, but had I been told this the day I was shopping, I would not have bought the item. The store offered an exchange, but I do not need any other products from the store.

  Business response

  07/20/2023

  Hello *********,

  We are sorry to hear the purchase is no longer needed and you are looking for a refund to your purchase. We do apologize that you were not verbally made aware of our return policy and its terms, however we do have signage in our stores, on the bottom of your receipt, and on our website that explains the policy. If an exchange is needed, you will have 60 days from when you received the item to reach out to the store and exchange the garment. 

  We have spoken with all necessary parties, and unfortunately, we were unable to obtain approval for a refund.

  Best,

  DBI

• Initial Complaint

  07/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 15 of 2022 we went to David’s bridal in Horseheads New York and purchased my daughters wedding gown for approximately $1500 plus tax. When the gown came in she was fitted and it was a perfect fit no alterations needed. During her wedding ceremony on June 24, 2023. One of the sleeves had come disconnected. While they were getting photos, the first piece of boning came out of the bodice. They made it back to the reception, and immediately went into their first dance, where more of the boning was coming out. One of the maid of honors had to leave to go get her a new dress. She wore the dress for maybe an hour and it’s entirety. And approximately 20 minutes before it started falling apart I immediately called David’s bridal the next day on 6/25th. I was advised that that was there last week and that the district manager would be in on Monday so I would hear from them no later than Wednesday. When I did not hear from them on that Wednesday, I tried contacting them again on Thursday the 29th. I was not able to get a hold of anybody and the store was completely closed. The 30th I contacted the Syracuse location they gave me the corporate number to call which prompted me to text. I rec’d a reply, stating I would hear from somebody in 24 hours. I still have not heard from anyone. I again sent a text message as they demand on 7/3, 7/5 and 7/6. I still have not received a response. Called the corporate hotline again hit the button like I was looking for an online order and I explained the whole situation to the person the call was disconnected. Try texting again after that still no response.

  Business response

  07/19/2023

  Hello *****,

  Thank you for reaching out to share your daughter's experience.  We are terribly sorry to learn of the mishaps with her gown on her wedding day.  This is not the journey we wish to provide for any of our brides.

  So that we may look into this matter, can you please provide the following information?

  -Your daughter/the Bride's full name and telephone number

  -Store Location Visited

  -Event Date

  We will be happy to further assist.

  Thank you,

  DBI

• Initial Complaint

  06/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Denial of merchandise credit use. Business did not inform consumers.

  Business response

  07/06/2023

  Hello ******,

  Thank you for reaching out to share your experience and your frustrations.  Please know that due to the recent change in our business practices, these changes were necessary.
  As of May 18th, all gift cards and store credits have been cancelled and no longer contain value. For more information, you can contact **** at ************ or ************ outside the U.S. and ******. You can also send an email to [email protected]. 
  We apologize for any inconvenience this may have caused you.  Thank you for your understanding.

  Best,
  DBI

• Initial Complaint

  06/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Two years ago I was going to get married and purchased $476.00 worth of items from David's Bridal at **** ********* **, Whitehall, PA *****. When I went to return my items a few days later, I was told that after 7 days I could only get store credit. They opened me a credit card which I received and still have available. And they put my balance of 476.00 on a David Bridals gift card which clearly states on the back that it does not expire and is as good as cash. Fast forward to last week, I stopped in to make a purchase. When I got to the check out, I was told by an employee that they no longer accept their own gift cards or credit cards. I requested to speak to a manager who said there is nothing she can do. I am basically robbed of $476.00 and was never notified via email, mail, or text that these changes were occurring or why. When I expressed my emotion and concern to the manager she simply shrugged and said sorry, have a good day. I left embarrassed and upset and had to leave all of my items that I wanted to purchase. I am requesting a full refund from David's Bridal. I have attempted to contact their customer service numbers online and on the back of both cards, and am being told by all of them that there is nothing that can be done. This is unacceptable and unjust. Please help.

  Business response

  06/20/2023

  Hello,

  Thank You for reaching out. For more information or assistance on store credits or gift cards, call Omni at ************ or ************  outside the U.S. and Canada.

  You can also email [email protected] or visit ******************************************************* and select Brides > Bride FAQ.

  Best,

  DBI

• Initial Complaint

  06/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Let me preface this complaint with the customer service issue goes back to our original appointment where we were told that the dresses we wanted to purchase were available and the color we wanted. After searching and trying on dresses, we want to order to find out that the dresses were not Available I purchased a dress on May 15. On May 18 I got an email the dress I paid 149.95  was marked down to 104, 97. I called and after several attempts to get through to a customer service rep I finally reached a live person. I asked if when I received the package should I return the dress and re-buy it at the sale price or could I just ask for a refund adjustment. He suggested a refund adjustment, which would take 20 days. They give you 7 days to return items. I was a little concerned about waiting but went ahead with the price adj because why not who would not honor a sale price on an order that was placed three days earlier,. I received the dress and on the 7th day that I had to return the item I called again and was assured. oh don’t worry they’ll approve it. It just take 20 days..I waited. I called 6/14. Day 19 of the 20. In the notes was a denial dated 5/26 that as of 4/26/22. David's does not offer price adjustments . So my request was denied. I had the customer service rep ask again because I was told by not one but two employees that the request would take 20 days and should be no problem to be approved. Neither told me that they do not do price adjustment after April 26. 2 separate calls and no one told me this . The person yesterday did not either. I asked for this to be reviewed and it was denied. You cant get a supervisor on the phone . Why cant I talk to someone instead of notes by someone else being sent? The price adjt should be honored because no one told me that they were no longer offering price adj after 4/26. Had I been told this in the first call I could have done a return and rebought the dress at the sale price.

  Business response

  06/20/2023

  Hello ***,

  Thank You for reaching out to us. If this item was purchased online, please provide your order number in order for us to review this further. 

  Best,

  DBI

  Customer response

  06/21/2023

  This case is NOT resolved
  

  
  This calls for a celebration! ??Your order #********** was placed on 05/15/2023

  Case-  ************** spoke to ******* on 5/18/23. Order was placed on 5/15/23

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********,  they have asked me to send additional information which I have provided 
  Regards,
  
  *******************

• Initial Complaint

  06/15/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On June 14, 2023, a high value order was left carelessly by a delivery driver on our front step in plain sight that was ultimately stolen. When sending items with higher value, most shippers will require a signature for delivery, but David's Bridal cut corners to use a discount courier that was negligent in performing their duties to the customer. When contacting the customer service department, I was told that it was my responsibility and the fact that I had a doorbell cam that allowed me to watch the thief run off with the dress was considered "acceptance of delivery." I tried speaking with a manager (Stephanie in PA), but was rudely told that she "doesn't care how I saw the situation" and that the theft was my fault. David's Bridal refused to replace the order, refund the money, or do anything to help resolve the situation... The wedding is approximately two months away and half the wedding party now needs to return their dresses.

  Business response

  06/22/2023

  Hello *******,

  Thank you for reaching out to share your concerns.  We are so sorry to learn of the complications you experienced with the delivery of your items.  So that we may look into this further, can you please provide the following?

  -Name and telephone number used for the order

  -Order number

  Thank you,

  DBI

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩