ComplaintsforDavid's Bridal LLC

• Initial Complaint

  09/07/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased for shawls from David's bridal, three were delivered, and one is missing. I attempted to reach out to David Bridal with no luck. They do not have any customer service support. I called but they tell customers to text and disconnect the line. I text and never heard back. I’m afraid I’m going to lose money and I’m also afraid I’m never going to receive my package.

  Business response

  09/13/2023

  Hello ****,

  Thank You for reaching out to us. We apologize for the missing item. Please let us know if you order online or in the store.

  If you order online, please provide your online order number.

  If you ordered in the store, please let send us a picture of your receipt. 

  Best,

  DBI

  Customer response

  09/13/2023

  it is ordered online

  **********

  [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

  09/07/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am a bridesmaid in a May 2024 wedding. The bride went to a retail store in Wilmington NC in March and picked the bridesmaid dresses. She was told it would be no problem to get extra length for me (6ft). When I went to my retail store in Roanoke Va I was told the stores were likely closing and no extra length dresses could be ordered and the selected dress was not even available in a 6 any longer. After contacting the help line they advised me to order a different style in the same color as the correct dress wouldn’t be coming back in stock. The bride was disappointed to say the least. Well fast forward to September 2023 and the dress I needed is now available with the extra length. I contacted requesting an exchange due to this being caused by their information. They denied my request even though the dress is still new in plastic with all tags. It seems very dishonest to tell a customer the dress needed will not be available and have them spend over 100$ on a different dress, and then deny an exchange when the correct dress does become available. Had I known this was a possibility at all I would not have purchased the incorrect dress. Very poor business practice…

  Business response

  09/13/2023

  Hello *********,

  Thank You for reaching out to us. Please place a new order for the item needed online and provide us with your new online order number.

  In return we can provide a return number to send back the item you have for a refund of order# **********.

  This would be the process for an online exchange. 

  Best,

  DBI

  Customer response

  09/13/2023

  [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

  08/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a bridesmaid gown in June of 2021. I was notified of the wedding being off in April of 2022. The dress was returned to David’s for store credit. I am not an avid shopper of David’s, but I knew I had my only wedding coming up in 2023. I went to use the store credit in August of 2023 for a hair accessory and was told store credit is no longer accepted in stores or online. I’ve been robbed of what I’m owed. When trying to get through to customer service and corporate offices, the lines are busy and no one returns my calls. The text message option also doesn’t work Overall I’m out funds that I was entitled to. David’s has their dress and still has my money as I am not allowed to use my store credit card. This is thievery

  Business response

  08/31/2023

  Hello Trane,

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

  You can also email [email protected].
  
  Best,

  DBI

• Initial Complaint

  08/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  ? I ordered a size 22 and verified with the associate that’s the size that would he ordered . I brought dress for alterations not taking a look at the dress because I felt confident David’s bridal would send me the correct size I ordered but I was wrong I got a size 18 which I ordered 22  ? My veil was missing from the box. Associate told me they shipped it several weeks before shipping the dress . When I called the store to get the items shipped they assured me both items would be sent to my house   ? During my free 1 hr appointment associate kept picking out wrong sizes for me which was very odd since she did take my measurements . My sister and law and I had appointments at almost the same time . We were treated very poorly and barely talk to or serviced . Associate had a very snobby attitude and I guess we looked poor and she didn’t think we would buy anything so she could care less what dresses she bought or how many times she disappeared . When my appointment was up she timed it at exactly 1 hr and I needed help getting out my dress she didn’t care and left me didn’t say bye or anything   ? We wanted to purchase our dresses so we went to the associate to ask about veils and dresses . Associate acted like we weren’t there and totally ignored us until a customer said they are trying to speak with you .. she was very disrespectful and acted like we were incovienving her   ? When I went to my alterations appointment the dress was 4 sizes too small they acted as if it was my fault when the correct size should have been provided since that’s what I ordered , the dress was also not included . Store manager wasn’t even able to verify tracking so they provided me the veil  ? They had the correct dress size but this dress was “ floor model” which means everyone was trying this dress on . I was forced into an even exchange for my brand new dress 4 times too small for the correct size but stretched out and a different color ( from being worn) . Associate told me I can order new one but they will charge fees and extra fees for rush dress alterations . So I had no choice . I was forced   ? Spent 3/4 hrs on alterations and started 40 minutes after my appointment time .. associates kept alternating who was working on me and I kept getting stabbed with needles . Associate then told me to take off my dress , i went to the front to pay they then informed me to put back on my dress that I still had my bussle to do . I told associate o was unable to I was standing for 4 hrs and exhausted( had needles poking me )  ? I store manager gave me 100 dollars off because of the dress mix up . That is not enough for me . What I went through and the dress isn’t an even exchanged the dress was stretched and cost more to get altered even your associate said so since multiple people tried it on   ? I return for bussle and as soon as I said my name and when my appointment was I could feel the autmosphere change . They responded “ the bussle girl” and I can tell they were talking about me . I then walk in back and state that I am there and I can also hear employees talking about me and how I left without doing bussle . Which I was told to take off my dress and I was being poked and tired from standing so I had to return   ? I was charged almost 400 for bussle which it does not cost that much . This store is being malicious   ? Both times I wne there for alterations this situation has happened to others with incorrect dress sizes being send and brides were in tears .. or bridesmaids about to pass out from being poked and offered no water or breaks

  Customer response

  08/25/2023

  My fiancé and I have been in co tact with multiple people from corporate who are unwilling to help and the last person he spoke with laughed ay him! Horrible customer service no one will listen and take any accountability . I believe I am being racial profiled because I am ******** 

  Business response

  08/26/2023

  Hello,

  Thank You for reaching out. After further investigation with our team, we would not be able to provide additional compensation at this time. The color of her current dress is the same as her original dress. Both show in the system as ivory, and this style is currently only available in ivory. We reviewed the alterations ticket, and her bustle was correctly priced at $332 based off the type of bustle, the amount of bustle points, and the type of buttons used. The store at this point also provided your daughter with a $165 discount on her dress and provided a free steaming for her replaced veil which is a $40 service. While I truly understand your frustrations the store has attempted to correct the concerns and provide discounts due to your experience. I understand this is not the resolution you were hoping for, however this is the decision that has been made. 

  Best,

  DBI

  Customer response

  08/29/2023

  [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 the client reaching out not my mom .. its mind blowing someone in regulatory complains gets information like this wrong .. I also had to pay for steaming of my veil that service was not waived . The color is not ivory , its colored a darker brown because this is a dress very one tries on. Your store sent the incorrect dress size and gave me no choice to take a floor model since they told me they would charge hundreds in fees for a rush order . I need my money back . This response is unacceptable and I was racially profiled at this store . I will also have everyone I know leave reviews on what horrible experience this was 
  Regards,
  
  **************************
  

  Customer response

  08/29/2023

  Also Davids bridal cannot provide any tracking information for the veil they supposedly sent out . They also failed to notify me if would be different shipments . I believe the store purposely did this so they could keep the brand new dress which was 4 sizes too small from what I ordered and stick me with the floor model . If you check out the reviews for this location its awful . Every time I went there brides left in tears . Your store regularly does this and I cant believe you guys can get away with ruining such a crucial time for brides . You guys are money hungry and just classless. This is because of my race this is happening . I was racially profiled from the moment I stepped foot in this establishment and was retaliated against since I submitted a complaint . Refund me now

  Business response

  09/13/2023

  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.

  Best,

  DBI

• Initial Complaint

  08/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a dress from the Durham store in 04/2022 after assurance from the manager that all desired alterations could be made. On 07/08 I went for my 1st alterations appt & to my surprise was greeted with "Store Closing" signs. During the appt, the store assured me that they would have enough time to close the front, line the back with a chosen ivory fabric, & add lingerie straps. An appt in Raleigh was secured to finish alterations (hem, bustle). l went to pick up my dress on 07/22. The back of the dress was a MESS. The mesh ended up being lined with beige fabric & heavy lace, the straps had seams showing, & the lining was never even attached to the rest of the dress leaving huge gaps on the shoulders. There also was a rip in the mesh & no lingerie straps. At that point, I was given ivory fabric & lingerie straps, & was told that Raleigh would fix it. At my 08/05 appt in Raleigh I requested a refund. I was told that since the dress was purchased/altered at the Durham store w/ a different till prior to closure, they can not offer a refund. DB also cannot get me a new dress as my dress is now discontinued, & no "tall" length dress will arrive prior to my wedding date. The best DB can do is try to fix the dress, but they don't have the fabric in store & are not sure that they can even get any due to the style discontinuation. On 08/14 I reached out for an update. Alterations are ongoing but they still do not have the needed fabric in hand. We are now about 8 weeks from my wedding w/ 0 guarantee that this dress is actually able to be fixed. I have since had to purchase an off the rack dress to ensure I have something to wear on my wedding day. This has taken a huge toll on my budget. I am also out the money I spent on the lingerie ($142.86) & shoes I purchased for the original dress as they are now not needed. I am DEMANDING a refund on my dress ($1399.00 + tax) & alterations ($154.82), & should also be compensated for the shoes & lingerie I can no longer use.

  Business response

  09/07/2023

  Hello ********,

  Thank you for reaching out to us. Our team advised that you will be back in the area on mid September.

  They will contact you to further assist with the refund. 

  Best,

  DBI

  Customer response

  09/08/2023

  [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

  08/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My fiance purchased her wedding dress from David's Bridal and was told that I (Groom) And my groomsman would receive free tuxedo rentals. Today I called to verify and set an appointment only to get told they don't do that. We were lied to and the wedding is next month. I demand free Tux rentals.

  Business response

  08/11/2023

  Hello ****,

  We do not offer tuxes at David's Bridal. We do partner with ***** Tux for those who are interested in renting or purchasing.

  The information we offer is on our website:

  *****************************************************

  Best,

  DBI

  Customer response

  08/11/2023

  [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: When my fiance purchased her dress from you I understand you don't do tuxes but you told her we would get free tuxes from someone I believe ******** *********. This is disgusting that you are putting me in a difficult situation with the suits this close to the wedding. Make this right!!!!!
  
  Regards,
  
  *****************************
  

  Business response

  08/15/2023

  Hello ****,

  We do not partner with the brand ******** *********. We only partner with ***** Tux. With the partnership we do not offer free tuxes.

  Was your fiancé provided with any types of broachers for Tuxes? 

  As previously stated, we do not offer free tuxes and are unable to assist with this request.

  Best,

  DBI

  Customer response

  08/15/2023

  [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: She was told the tuxes were free. I honestly don't care what excuses you give if the next message I receive isn't free tuxedo rentals I'll be forced to seek legal council. With your company already going bankrupt I hope you just give what you promised my fiance.
  
  Regards,
  
  *****************************
  

  Customer response

  08/16/2023

  They don't get to just write me off I demand they hold up their end

• Initial Complaint

  08/04/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  My wedding is coming up very soon and i decided i wanted a different dress than i previously had purchased from a different store. On 7/18 I ordered a dress online (order **********) and the following day I received an email saying my order was canceled because the dress had gone out of stock. I was so sad because I thought this was going to be perfect. I checked the listing online and to my surprise, it was showing in stock. I placed another order on 7/19 (order **********) and chatted with a rep about it. They said it was probably a glitch and it would probably be canceled. She assured me she was checking all physical locations and warehouses and this dress was nowhere to be found. Well about a week later, it shipped. I was so excited. Somewhere along the road it ended up getting lost in transit and misdelivered. I contacted them and begged to find a replacement and it could be in any size as I was going to need it altered regardless. I just wanted it to work. They told me again that there were absolutely no more in any size at all, and that I would have to wait a month for my refund. I was devastated. I checked the website daily to see if any more glitches happened. Yesterday 8/3, it showed they had another size available. I ordered it immediately and asked my rep for the expedited shipping. It is now saying I wont get it until 8/9 which is not expedited, and they gave me a very hard time about adjusting the price to what I originally paid. I am now asking for this new order to be canceled because there is absolutely no way I can get alterations done on time at this point. I was under the impression expedited shipping would be 1-2 days, not 7 days. I am asking that my 7/19 order be refunded, and I am asking that my 8/3 (*********) order be canceled. I have spent countless hours chatting with different reps trying to get this resolved and have gotten nowhere. If this is not settled by next week, I will be disputing the charges with my credit card.

  Business response

  08/05/2023

  Hello *****,

  Thank You for reaching out to us. Your order from 7/19 (order **********) was under investigation with **** They closed the investigation because they were not able to reach you to conduct the interview for lost package. This was under the tracking# ******************. Please call in to re-open the investigation in order for *** to conduct their investigation. Once they deem this package lost or stolen then we can provide a refund.

  As for order from 8/3 (order **********), this is showing shipped and will be delivered on Monday 8/7 with tracking# ******************. With expedited shipping we still have a 2-3 business day processing, then the expedited delivery time frame comes in for shipment. The link below can show the breakdown of the processing timeframe:

  **********************************************************************************

  Best,

  DBI

  Customer response

  08/07/2023

  [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:
  I am asking for a refund for both of these orders. *** has not contacted me. 
  Regards,
  
  ***********************
  

  Business response

  08/09/2023

  Hello *****,

  Thank You for reaching out to us.

  Your order from 7/19 (order **********) was under investigation with **** Please call in to re-open the investigation in order for *** to conduct their investigation. Once they deem this package lost or stolen then we can provide a refund. You may **** Hello to ***** and have them open an investigation for this order number.

  As for order from 8/3 (order **********), this is showing shipped and will be delivered on Monday 8/7 with tracking# ******************. Please create your return number and ship the item back in order to get your refund.

  Best,

  DBI

  Customer response

  08/09/2023

  [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:
  1. you sent me an email saying my refund is pending. 
  
  2. second order is being mailed back because you sent me a damaged used item. 
  
  3. dispute has been opened with my credit card for both orders. When you refund them I will call and have them cancel the dispute. 
  
  Regards,
  
  ***********************
  

  Business response

  08/22/2023

  Hello *****, 

  Once the items have reached our distribution center, you will receive an email with the refund update. As for the first package if, please advise if you reopened the investigation with *** as previously instructed.

  Best,

  DBI

  Customer response

  08/23/2023

  [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:
  
  I have been in contact with *** and they are aware the package was not delivered.
  Additionally, since your customer service team is unable to respond in a timely manner, I have opened a dispute with you on my credit card for the charge. 

  Once you send me written confirmation via email that the payment is processing, I will close the dispute. 
  
  Regards,
  
  ***********************

  Business response

  08/31/2023

  Hello *****,

  Your recent order was refunded, and you should have received an email advising this to be completed. 

  As for your lost order We have instructed the team to process the return as it was deemed lost/stolen by **** You will receive an email once its completed.

  Best,

  DBI

  Customer response

  09/05/2023

  [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

  07/31/2023

  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,
  
  *****************************
  

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