ComplaintsforDavid's Bridal LLC

• Initial Complaint

  01/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made an in store order on 1/15/22. I am no longer getting married and called the store, hoping to be met with some understanding. I have bought 2 previous dresses from Davids Bridal, no issue. I was asking for a refund given the circumstances. They were very firm with their 7 day policy and would not even consider the situation. They kept offering a store credit. I do not want to give any future business to a company that would profit off of such a situation. I am highly disappointed in the management. I just want my refund. I am two days outside of the 7 day window which I was not even aware was in place. How can you not accept a return on an item that is not custom and has not even shipped yet? Absolutely awful non-existent customer service.

  Business response

  01/30/2022

  Hello *******,

  Thank You for reaching out to us. When an order is placed, we try to work on it a quickly as possible. In store the policy is 7 days from purchase date as customers are able to come in and try on dresses to verify what will be best for their needs.
  
  Within the 7 days of purchase date you can cancel any orders or return for a refund, however after the 7 days you will only be able to do an exchange or receive a store credit that does not expire for later use. This information is listed on the receipt as well.
  
  The great thing about our store credit is that it never expires, can be used in any David's Bridal store in United States, by anyone you choose, for any items including items that need to be ordered. 
  
  It can also be used towards alterations, and we do alter non-David's Bridal merchandise as well.
  
  Unfortunately, We are unable to provide an exception. 

  Please contact the store to be assisted with a store credit or exchange. 
  
  Best,
  
  Jessica M

  Customer response

  01/30/2022

  [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:
  
  You are choosing to profit off of an unfortunate circumstance and losing a repeat customer. Please be sure to enjoy my $500 dollars as I will be sure to never spend a dime on your company again and will be certain to share my horrible experience with every potential customer of yours I come into contact with. The great thing about your company is that you have horrible review after horrible review and that will be the end of your business. Keep up the horrible work, your'e doing great!
  
  Regards,
  
  ***************************
  

  Business response

  02/01/2022

  Hello *******,

  We do apologize for the frustrations, however, if you change your mind please contact the store. 

  Best,

  Jessica M

• Initial Complaint

  01/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought my wedding dress at the Miamisburg,Oh location . I was told by my salesperson that since my dress only needed length altered that the alterations would be less than $200. When I was fitted for my alterations she agreed the length needed to come up but also said she should raise the straps 1/4 of an inch . She charged me $622 for alterations. $160 of that was to raise the straps 1/4 of an inch . When I went for my final fitting there was only one woman there who never properly checked my fitting , in fact she sat behind a curtain eating a sandwich , only came out to have me sign a paper . At my wedding ceremony in front of all of my guests I raised my arm and my strap flew off ! It was clearly not attached completely. The only option at the venue was a safety pin to attach , which came apart again every time I hugged someone or danced . I had to reattach the safety pin so many times that now the dress had blood inside of it and the strap is frayed and ruined . I basically spent half of my wedding night running to the bathroom to keep my dress up . I tried speaking with someone at their corporate office but she was very unhelpful . She told me the only thing that could be done is to fix the strap and clean the dress , which I would appreciate, but my wedding is over and all of my pictures reflect missing straps and me holding my dress up . I definitely think its only fair that my dress be cleaned and fixed and to be refunded the $160 that they charged me for altering the straps since they were incorrectly done and poorly sewn on .

  Business response

  02/06/2022

  Hello,

  Our store team has been trying to reach you and have left voicemails for a return call.

  Please contact them. 

  Best,

  Jessica M

• Initial Complaint

  01/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On October 31, 2021, I placed an order for a bridesmaid dress at Davids Bridal. This dress (style, color, fabric, and size) was unavailable in store (as well as every location the other bridesmaids visited during this time). I was given a not so similar version to try on for measurements. I asked on multiple occasions if I could see the color this dress would be and was provided (what I now know) with a very different colored swatch (also this swatch was not offered in the same fabric). I was not told at the time of purchase that I only had 7 days to return it from the date of purchase even though the salesperson knew this dress was not expected to be in until March of 2022. I am now not being offered a refund because it was not accurately represented and there was no stock of this dress in any stores. They are claiming it is because it was purchased in-store but I did not leave with anything nor was I able to see this dress in-store. I should have 7 days from the date of delivery (yesterday) to make this decision and try the purchase on. Davids Bridal is claiming I can only receive an exchange for this but they do not have the same dress in the color or size needed before the date of the wedding due to lack of stock. I am unable to exchange for a dress without comprising the look of the wedding completely. Customer service has been very inconsiderate and not understanding of how important of a decision this is making me out additional money due to their lack of communication and stock.

  Business response

  01/25/2022

  Hello *******,

  Thank You for reaching out to us. When an order is placed, we try to work on it a quickly as possible. In store the policy is 7 days from purchase date as customers are able to come in and try on dresses to verify what will be best for their needs.

  Within the 7 days of purchase date you can cancel any orders or return for a refund, however after the 7 days you will only be able to do an exchange or receive a store credit that does not expire for later use. This information is listed on the receipt as well.
  
  The great thing about our store credit is that it never expires, can be used in any Davids Bridal store in United States, by anyone you choose, for any items including items that need to be ordered. 

  It can also be used towards alterations, and we do alter non-Davids Bridal merchandise as well.
  

  Please contact the store to be assisted with a store credit or exchange. 

  Best,

  Jessica M

  Customer response

  02/03/2022

  [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:

  Hello,

  I have attached the confirmation I received upon ordering. My order number is ********** and I paid $108.95 (as I used a $20 coupon for my bride being a Diamond member). The store location was ************************, **************************************, North Charleston, SC *******. The event/wedding date is April 23, 2022. 

  Regards,
  
  ***************************

  Business response

  02/08/2022

  Hello,

  Please contact the store for assistance with this refund. It has been approved as long as the item passes inspection.

  Best,

  Jessica M

• Initial Complaint

  01/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a dress in a store of Davids Bridal in Springfield, Mo on 12-17 for a military function. I paid $226.93. The dress has not arrived to this day 1-2-22. Because of Covid the event was cancelled, and so my husband and I cancelled the dress on 12-20. We were told by the store manager that if we did not have the paper receipt we could not get a refund. I had a receipt in my e-mail, but the manager said that wasn't acceptable and we should call customer service. We did so, and they stated that they cancelled the order. To this date we have not received a refund. We contacted the store today 1-2-22, and they stated that the order indeed not been cancelled and we were outside of the window for a refund, which is 7 days. We would have to exchange for something of equal or greater value. I do not need the dress, nor have I ever even tried it on. I only went into the store to order it for the function. I just want my money back, which the store manager is refusing.

  Business response

  01/03/2022

  Hello ******, 

  Thank You for reaching out to us. We have notified our store to contact you to complete the refund.

  If you have not received a call with in 24 hours please contact the store to have your refund finalized. 

  Best,

  Jessica M

• Initial Complaint

  12/27/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 10/23/2021 I bought 2 bridesmaid dresses and a mother of the groom dress, the store attendant assured us the dresses would be delivered by the wedding date 1/16/2022. The mother of the groom dress came in Thursday 12/16 - it didn't fit at all because the store didn't have my sample size and instead clipped me into a size size 23 to try in October it seemed ok, trusting that the experts were steering me in the right direction. The size 18 dress was too tight and had a bare back, something I couldn't tell with the large sample size clipped up. When I attempted to return the dress on Sunday 12/19, I was told they could only provide an exchange or store credit as I had 7 days after purchase to return the dress and they referred me to my receipt which I received after purchase. I didn't have the receipt until AFTER the purchase or have the dress 7 days after purchase which means I was screwed AT purchase. No one explained the policy before the transaction and the policy was not even mentioned at purchase but they referred me back to the receipt when I tried to return a dress I can't wear. The purchase price was $159 David's Bridal cannot replace the dress or provide the next size because they don't have the stock - so I have a dress I can't wear and can't be refunded because of their unethical return policy.

  Business response

  01/03/2022

  Hello *****,

  Thank you for reaching out to us. Unfortunately since it has been passed the allotted 7 day timeframe an exchange or store credit can be provided.

  If this has not been resolved and you need assistance please contact the store.

  Best,

  ******* M

  Customer response

  01/07/2022

  [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: 16401179
  
  I am rejecting this response because:
    I did not receive the garment until weeks after purchase, how could I return or exchange something before it was received?  Why didnt your sales representative explain your return or exchange policy BEFORE the purchase not afterwards on the receipt?  At that point I was already at a disadvantage.  Your practice is unethical.
  
  Regards,
  
  ***************************
  
  
  
  
  
  
  
  
  

  Business response

  01/11/2022

  Hello *****,

  Thank You for your response. After further review our store advised that you did an exchange for accessories on 12/29/2021. 

  Please let us know if this was done. If so, please contact the store to assist with any exchanges as you do not qualify for a refund. 

  Best,

  DBI

• Initial Complaint

  12/22/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Went to store December 5 and ordered bridesmaid dresses. Went to pick up dresses dec 21. They had ordered the wrong dresses. Wedding is in one week. They rushed ordered the correct ones but could not guarantee a delivery date. Because of this we ordered new dresses elsewhere as we didnt want to risk it. We called to cancel and get a refund and were told no. We would like a refund as we were not given the correct dresses in the time frame promised. And are now scrambling before my wedding.

  Business response

  12/27/2021

  Hello ******,

  Thank You for reaching out to us. After further review, we see our team was able to issue a refund for you.

  Please contact the store for any updates on the refund. 

  Best,

  Jessica M

• Initial Complaint

  12/22/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Dress was ordered and purchased 09/26/21 (charged on David's Store credit card). However, it was never picked up. Rec'd statement 10/11/21 which prompted my phone call to the store. I was informed then about return policy and was told I was past the 7 days to cancel and return. Dress would be ready by the end of that week to be picked up. Alterations had been schedules for 10/24/21. When they called I told them I didn't have the dress and didn't need it anymore. I didn't follow up about the return anymore because I had to prepare for my special occasion. On 11/22/21 I went into the store and spoke to store manager Judith requesting a refund on the dress that had never been in my possession. She stated that they did not allow returns and that the only option I had was to accept store credit. I told them that was not acceptable, and that I had already made 2 credit card payments on a dress I never picked up. I've since made another payment because I do not want this to affect my credit rating. I followed customer service protocol to see if I could escalate my complaint within. I requested Regional Director information and was told that they only speak to store managers and not to customers. I wasn't informed in a timely manner that the dress was in the store and about the return policy. How can I return a dress I Never picked up. Because I charged the total amount on the store credit I had no other option but make payments until this issue is resolved. Their customer service has not been helpful or pleasant. I would like a complete refund on the purchase price of the dress. Corrected address for David's Bridal Store: *************************************, San Antonio, TX*********** ************

  Business response

  12/26/2021

  Hello *******,

  Thank you for reaching out to us. We truly apologize for the frustrations you are going through with your return.

  Unfortunately, since it is past the 7 day return policy for cancelation or return we are unable to process a refund.

  You would only qualify for a store credit or an exchange. Please reach out to the store to complete either option within 60 days. 

  Best,

  Jessica M

  Business response

  03/11/2022

  Hello *******,

  Thank you for reaching out to us again to follow up.  We are so sorry for the complications you've experienced with receiving your refund.  We have reviewed this matter with the store management team.  We understand that they will be reaching out to you via telephone to assist you with your refund.

  Best,

  Erin

  Customer response

  03/11/2022

  [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

  12/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a dress from David's Bridal and arranged for my wedding coordinator to pick it up on 12/17. I contacted the store to inform them that she would have to delay the pick-up to Wednesday, 12/22. I spoke with ****** who informed me that someone picked up my dress on 12/17. I immediately advised her that my wedding coordinator had NOT picked it up, as she confirmed she would have to wait until Wednesday. ****** placed me on hold for 20 minutes and came back to say she didn't know where my dress was. My vow renewal is in 3 months, so this was the LAST thing I wanted to hear! I asked ****** if she actively looked for my dress and she answered in the affirmative. She then proceeded to tell me she had looked in the system and continued to say someone picked it up on Saturday. I told ****** I would be contacting the BBB regarding my experience. She then said she would go and look for y dress AFTER, she had already confirmed she had already done this! *****, the store manager, was supposed to be contacting me regarding my dress, but I have heard from NO ONE! This is the ABSOLUTE worst experience I have ever had with this company. It caused unnecessary anxiety and I am floored by the unprofessionalism. My entire wedding party (ladies), purchased their gowns from David's and I would have expected better service.

  Business response

  12/28/2021

  Hello *****,

  Thank you for reaching out regarding these concerns about your dress.  We are so sorry for the confusion surrounding the pickup of your gown.  Please know that we have worked with the store team to improve moving forward.

  We appreciate your patience as we have looked into this matter.  We understand that the store management team has been in touch with you to resolve this issue.  The store management team is willing to offer you an additional discount of 20% off your purchase to compensate you for this inconvenience.  The management team will be in touch with you tomorrow (12/29) to assist further. 

  Please reach out to us again should you require further assistance. 

  Best,

  Erin

• Initial Complaint

  12/21/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a bridesmaid dress online from David's Bridal. The dress arrived sewn incorrectly and in horrible shape. I have been contacting them trying to come up with a resolution as this dress was very expensive. I have been told a new dress was ordered for me then when I called back, the dress was never ordered nor can it be made. Every time I call their 800 number and ask for a manager, I cannot be transferred. They finally informed me a manager was just assigned to my case but they do not know her work schedule or when she can get back to me. I was told within 3 days of 12/14/21 a manager would reach out, still haven't spoken to a manager. Then the next customer service rep informed me it would be 5 business days, as of 12/20/21, no one has reached out nor do they know when someone will. All I am being told is to keep calling back. Now that I have waited for their call back which still has not come, the dress cannot be made in time for the wedding and they have no urgency to try to come up with a resolution to fix this situation. I even offered to drive an hour to David's if they will cover the alteration costs and no one can even give me an answer to that. They also want me to send the dress back within the next 8 days yet I paid for the dress and one of their reps started a return and they're saying I have to send it back. I own this dress and do not need to send it back, I am trying to work with them and somehow make this dress work for my cousins wedding yet they will not get in contact with me. The front and back of the dress are two different lengths, strings hanging out, seams not sewn, and the zipper won't lay flat on my back. I tried a sample of this dress on in David's store and what I received is not what I tried on.

  Business response

  12/21/2021

  Hello ******,

  Thank you for reaching out to us. We are so sorry for the frustrations you have gone through with reaching our team. 

  After further review, we see that you have spoken with one of the representatives and will receive a refund of $100. 

  Please allow up to 21 days for this process. If you have other questions or concerns please contact us.

  Best,

  Jessica M

  Customer response

  12/23/2021

   My complaint number is ******** against David's Bridal. A manager did reach out today and offer me a $100 refund. I took the refund and reiterated to them how bad the product is and how ridiculously long it took to get a manager to call me. While I am not happy with the product but they cannot replace it in time for the wedding, I took the $100 refund and that's where we stand. Thank you for you assistance. *****************************
  
  Sent from my ******

• Initial Complaint

  11/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased my wedding dress from David's Bridal - 2/15/21. The gal helping me try dresses on clipped the dress on the top of the shoulders, around the waist, and in the back to show me how the dress would fit after alterations. DB scheduled my first fitting 9/11/21. The lady put multiple pads in my breasts. I wasn't comfortable with the breasts but she reassured me she was the professional and It needed to be that way. Then she focused on tightening the back and doing the bustle. There was a tiny hole in the back where the mesh was, I asked the lady to sew, or cover the tiny area with lace. DB scheduled me to pick my dress up 10/22/21 for my next fitting. I was horrified. There were coffee stains & black stains on it. I asked for an associate to take a look, she agreed, it was dirty. They agreed to clean it. I put the dress on & was even more horrified. The breasts were not even, they took the pads out. The length was too short ad uneven on the bottom hem. The back was not taken in and my breasts were now exposed when I bent over. She argued with me about the breasts but then came to a conclusion. The small hole I asked her to sew was covered with a large lace patch, looked horrible and ruined the design in the back. She told me they would have the alterations done within a week on the "conclusion" she came up with. I picked my dress up 10/28/21 and tried to talk to an assistant manager about my dissatisfaction. She said there was nothing they can do because they already refunded me for the breast pads they took out. I had to take my dress to another alterations and have them fix my dress. They took in 3 inches from my waist and altered the dress so that when I bent over I was not exposed. 11/19/21 was my wedding and 4 bustle buttons fell off within 20 minutes & my belt fell off before I even walked down the aisle. I had to safety pin my whole bustle and sew my belt back on. They have not been helpful resolving my issue. I did not receive good quality alterations.

  Business response

  12/21/2021

  Hello ****,

  Thank you for reaching out about this matter.  We are so sorry to learn about the complications with your dress alterations.  This is not the type of journey we wish to create for any of our brides.  We have researched this matter with our store management team, and we see that a solution in the form of a 50% refund has been provided.

  Please let us know if there is anything else we can assist you with at this time.

  Best,
  Erin

  Customer response

  12/22/2021

  [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,
  
  **** ********
  

*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. ↩