ComplaintsforDavid's Bridal LLC

• 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

  06/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a bridesmaids dress and had it altered. The way they pinned it was great but sewed it way too small. Didn’t offer a new dress until it was too late to get one for the event. Wore an ill-fitting, unflattering dress as a bridesmaid. David’s bridal offered me 25% off of my alterations which meant I still paid as much for the alterations as the dress. Now that I’m asking for reimbursement, I’m being ghosted. When I complained about the alterations, it suddenly became about my body versus their mistake.

  Business response

  07/14/2023

  Hello ****,

  Thank you for reaching out with your concerns.  We are terribly sorry to learn of the complications you experienced with us.  Please know this is not the level of service we wish to provide to any of our guests.

  We understand that you have spoken with our store manager, ******, regarding this matter, and that this issue has been resolved.  

  Thank you,

  DBI

  Customer response

  07/24/2023

  [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 it was a lie. I never agreed that the situation was resolved. I haven lied to by **** from the ***  and was not allowed to speak with anyone else. I was offered $64 off of a $220 alterations bill when ALL of alterations were off. 
  
  Regards,
  
  ***************************
  

  Business response

  07/28/2023

  Hello ****,

  Thank you for reaching out to follow up.  We are so sorry to learn that you are displeased with the refund amount for your issues.  Please know that this matter was reviewed by our store and regional management teams. The Regional Director has assessed the complaint and issued the proper amount, given the complications on your dress.  Unfortunately, we are unable to offer additional compensation.  Thank you for your understanding. 

  Best,

  DBI

  Customer response

  08/01/2023

  [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:
  15% is not sufficient to fix the fact that the dress looked awful, I was treated very poorly, and your management department told me lie after lie after lie. I understand that you're not going to give me any more money. But I want you to understand how completely dissatisfied I was, with my dress with my treatment, and with how your management takeover team dealt with me. I've already given reviews on **** and ******* ******** and ******* have also been updated with the way that your company has responded to me. 
  
  Regards,
  
  ***************************
  

  Business response

  08/09/2023

  Hello ****,

  Thank you for reaching out to follow up regarding your experience.  We are so sorry to learn that you are not satisfied with the resolution which was offered to you.  Please know that we have reviewed this matter with our store and regional management teams.  Unfortunately, we are unable to offer you additional compensation at this time.  Thank you for your understanding. 

  Best,

  DBI

  Customer response

  08/20/2023

  I'm very disappointed in how this was managed overall. I didn't feel that anyone advocated for me as the consumer. The entire experience was frustrating. I was embarrassed by the comments made to me and by having to wear the dress that was less than what I was promised. I was hoping you all would be helpful, but that wasn't the case. I feel that I was abused by the company and no one listened or cared. 

• 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

• Initial Complaint

  06/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 3, 2023 I went to Davids Bridal to pickup an order that I already paid for and had my granddaughter try on. It was too big. The supervisor informed me that since the wedding is not until November to come back in June since she is 10 and might grow. We went there Sunday 6/11/2023. My granddaughter did need a different size that they did have in the store. When asked how I was paying I said store credit. The casher told me he couldn't do that and was told to go get the supervisor *******. She came out and told me that as of May 18th they were no longer taking store credit or gift cards! The amount is $84.76. That is double dipping! They gave me a piece of paper that I will attach for you. I've called the number several times, left messages and no returned calls. Any help would be greatly appreciated!

  Business response

  06/19/2023

  Hello *******, 

  Thank you for reaching out to share your recent experience with us.  We are so sorry to learn of the complications you've encountered with using your store credit.  Please understand that due to recent company changes, we are unable to accept merchandise credit.  Unfortunately, there are no exceptions that can be made.  We sincerely apologize for any inconvenience and frustration this may cause.  Thank you for your understanding.

  Best,

  DBI

  Customer response

  06/30/2023

  [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:
  They already received the money that is on that card. They are stealing peoples money or shall I say double dipping!
  
  Regards,
  
  *************************************
  

  Business response

  07/13/2023

  Hello,

  For more information or assistance with store credit / Giftcards, call **** at ************ or ************ outside the U.S. and Canada. 

  You can also email [email protected]  

  Best,

  DBI

• Initial Complaint

  06/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Good Afternoon, My name is **********************& I have been trying to return my wedding dress to David's Bridal (Middletown, NY) location since it was purchased on 11/05/2022 to no avail. I have been unhappy with the dress and customer service since day one. I was told I needed to take the dress home and an appointment was scheduled for future alterations on Aug 08, 2023. The dress has never been worn, all original packaging and tags are on the dress, it has not even been taken out of the garment bag. A week later the dress I purchased went on sale for a much cheaper price. This was my first attempt to return the dress with no luck or help from the store employees. I recently contacted the location to inquire about returning the dress as my bridesmaids informed me that the location was closing. I knew something was initially wrong when I first purchased the dress and the employees told me to take the dress home without any alterations and bring it back for a later date. I was just informed last night via email that the location will be closing August 11th 2023 or unless sold out sooner. My bridesmaid picked up her dress yesterday and informed me via phone that the location was closing. At no point in time knowing I have an alterations date on Aug 08th and the location is closing on the 11th did anyone give me the curtsey of informing the bide. I contacted the store location again today and the Manager confirmed the location will be closing. She also informed me that this is not fair to her as she has been dealing with employees walking out on her. I was advised that in order for this location to accept my return I would need to contact the corporate office for authorization as the location is not accepting any returns at this time. I must also point out that at no point in time has anyone taken into consideration my dissatisfaction as the store has only made the recent closing about them. When speaking to the alterations person they did not reassure me that my dress would be altered properly and only caused me more emotional distress. This entire experience has not been pleasant and has caused me a great deal of distress and emotional torment. I have waited four years for my wedding date and simply going to another David's bridal location is not feasible. As is the Middletown location being over an hour from my home is my closest option. My fiancé is a disabled **** Veteran and I want our wedding to be perfect. The Middletown location since the initial purchase of this dress has been an unpleasant experience I would not wish on any future bride. I would like to return this dress as early as this week for a full refund. I have included above the original receipts and am hoping that Corporate will do the right thing and honor my request. A bride deserves to have a dress she should be proud to wear and I have been dissatisfied since my initial purchase. A wedding is supposed to be a memorable pleasant experience. I choose David's bridal because of its reputation. I have experienced quite the opposite and am extremely disappointed and at a loss. I simply cannot handle another stressor as this has affected my mental health. I do not wish to seek legal action or make this into a local news event. Please just honor my request to return the dress for a full refund. Sincerely, One angry bride. Email above sent to David's bridal corporate office I spoke to ***** and **** Store MGR. and they have advised that I contact the corporate office as they are unwilling to assist me. I have been trying to return this dress since date of purchase and keep getting the runaround. **** refused to provide her last name nor a copy of the email she allegedly sent corporate regarding my claim. Please help me.

  Business response

  06/21/2023

  Hello ******,

  Thank you for reaching out to share your concerns.  We are so sorry to learn that you are not ultimately pleased with your recent purchase.  We would also like to apologize for the store closing, and your inability to receive alterations with our team.  We are sorry that you were not made aware of this closing announcement sooner. 

  Please know that we have looked into your request for a return.  We understand that your dress was purchased on 11/5/2022, and picked up on 11/14/2022.  Please note that we have a 7-day return policy and a 60-day period to make an exchange on a purchase.  Unfortunately, you do not qualify for a refund for this purchase.  We apologize for any inconvenience this may cause.  Thank you for your understanding. 

  Best,

  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. ↩