Complaints

• Initial Complaint

  10/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased 3 dresses. This is my order number: ********** I was notified the white dress size 16W arrived first but it never did. A few days later the red dress arrived and the sewing was defective because the dress doesn’t open on the side but right in the front and it shows my genitals. I am returning the red dress and I am being told I will still be charged a processing fee which shouldn’t be the case in this situation. I told them to cancel my last order of a white dress size 14 because I went overseas and nobody will be home and yet they didn’t cancel. I just want my full refund. I also email them about it and they never got back to me.

  Business response

  10/19/2023

  Hello *****,

  Thank you for reaching out to us. We apologize for the inconvenience.

  Our team has advised that the remainder of the refund was provided on 10/12/2023 for the return. 

  Best,

  DBI

  Customer response

  10/24/2023

  [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:
  I am still missing a refund for two items. One which was lost in transit which is a white dress 16W and another that never arrived because it was returned to the sender by the carrier which is a white dress size 14. I was told I would get a full refund for those two but I still don’t see it reflected on my account and I haven’t received a confirmation. I’m missing about $435.40 in refunds because so far I only received a refund for the red dress. 
  
  Regards,
  
  ***********************
  

  Business response

  11/02/2023

  Hello,

  Our ecommerce team has advised the refunds have been completed. Please allow 7 business days to see on the card used for the ecom orders. 

  Best,

  DBI

• Initial Complaint

  10/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered a dress at davidsbridal.com on september 8th 23' a couple weeks went by and no dress. I tried to call to use their CHAT site and it was difficult to speak to an actul person. I gi ally hot through to a person and he said hed call me back. month later when he called said it would be delivered in 2 days. Got it the following week. I bought a new dress and when I got it it said sample on it. So I got a dress that probably a lot of other people tried on at full price. It came rooled up in a plastic bag with a broken hanger and no bubble wrap or padding.

  Business response

  10/19/2023

  Hello,

  Thank You for reaching out to us. We truly apologize for the way you received your package.

  Our ecommerce team has reviewed your issue and will be providing a 30% discount to your order for the inconvenience. Our team did contact you and left a message. 

  Best,

  DBI

  Customer response

  10/26/2023

  [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: a new dress shouldvebeen sent to me however tjey are saying thedress isnt available now. Tjey gave me50buvks off which i guess i will now take and have this sample dress cleaned. I wont deal with this buisness again

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

  Business response

  11/01/2023

  Hello *******,

  Unfortunately, we are unable to offer further compensation at this time. We fully understand that this may be frustrating, but we do have to remain consistent with all of our customers. Thank you for your understanding. We have submitted a corporate report so we can grow and become a better place for all of our customers.

  Best,

  DBI
  

• Initial Complaint

  10/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to David’s Bridal in Brea on 08/12/23 & purchased a dress for a total of $914.96 which I paid in cash. I was told they had my dress size in stock but later told they didn’t & I’d need to get a bigger size & have it altered. Before I purchased, I requested they give me a price on how much it would cost me for alterations. The sales clerk had an alterations person come out & she told me that my dress would cost $400-$500 for alterations. I agreed. I went in for my alterations appointment on 09/09/23 & when they were done pinning my dress up, I was then told that my dress was going to be over $1,400 for alterations. This is more than 3X the amount that I was told I’d have to pay the day I bought my dress. The manager ****** * looked over the charges & informed me they had overcharged on some things. She fixed the errors & told me I now would owe $759.65. This was still more than I expected but I needed my dress altered as it was too big. I paid that amount with my card. I came in on 09/30/23 to pick up my dress from alterations & it didn’t fit right at all. The bust area was falling down, the stomach area was all wrinkled. I dealt with a 2nd alterations person that day that had me wait while she tried to fix it. It was still not fitting right & falling down on me so she said I needed to leave it there to be fixed. I came in again on 10/01/23 & now my dress was so tight it could barely zip. It was completely botched, cut in areas they were never authorized to touch & looked terrible. They then sent a 3rd alterations person to try & help fix it. ******* immediately saw my dress was ruined & said she’d try & fix it but it’s hard to fix someone else mistake. I left my dress again for the 4th alteration but when I came back the next day on 10/03/23 it was deformed & it was completely ruined. I had no choice but to get another dress that’s a little tight & start over. My wedding is in 9 days! I was promised the store manager would call me to refund me & she hasn’t.

  Business response

  10/18/2023

  Hello ******,

  Thank You for reaching out to us. Our store team has been trying to reach you to rectify this situation.

  They will be happy to alter the hem on the replacement gown for free.

  Please contact the store for additional assistance. 

  Best,

  DBI

  Customer response

  10/24/2023

  [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:
  I called the David’s Bridal store 4 times trying to reach the store manager ****** & each time, I was told she wasn’t available, she was in a meeting or they would have her call me right back. I even called corporate asking for them to assist with this matter & they contacted the store as well & informed me I’d get a call back right away. The last person I spoke to was a manager named ******* who told me she’s not sure why ****** wasn’t calling me back but that she received all the messages that I called asking for her. I was informed no one but ****** could fix this situation. I finally received a voicemail from ****** 3 days before my wedding which already passed! The whole store team & alterations department was fully aware of my wedding date & that I was leaving out of town for my wedding so why wait to contact me to “supposedly” want to fix this when I’ve already left to my wedding destination? This is completely unacceptable & such terrible customer service! I had to call ****** so many times when I was told she’d be calling me since David’s Bridal ruined my dress & other store employees apologized to me because they saw how messed up my dress was but the store manager couldn’t even have the decency to contact me until 3 days before my wedding! I absolutely do not accept this response. This manager needs proper training on how to treat a bride, you all at David’s Bridal made a happy moment for me completely devastating & should be ashamed at how this was handled! 

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

  Business response

  11/04/2023

  Hello ******,

  Our store team will be contacting you to provide a resolution. 

  We apologize for the delay; they will be in contact with you beginning of this upcoming week.

  Best,

  DBI

  Business response

  11/04/2023

  Hello ******,

  Our store team has been trying to reach you to provide a refund on the gown. Voicemail box is stating to be full.

  Please contact the store at your earliest convenience to complete the refund. 

  Best,

  DBI

  Customer response

  11/14/2023

  Hi I am responding to the latest message from David’s Bridal. 
  My voicemail is not full, I haven’t received any missed calls from David’s Bridal either in the past month so this is incorrect. 
  After reading the response I contacted David’s Bridal Brea store & spoke to manager ****** on Friday 11/10. She informed me she needed to gather more information & would call me back. She called me back on Saturday 11/11 & informed me she would be refunding the alterations amount via my debit card & would also be refunding me the cost of my gown via check. I haven’t received either refund yet, but I do know this will take some time to receive. I do not wish to close out my complaint yet, until I actually receive these refunds. With the dishonesty I have received in the past with this store & their employees, I am not confident that I will actually receive the refund. I will send an update with the outcome within the next 3 weeks. As I was told the check would  take about 3 weeks to receive via mail. Thank you 

• Initial Complaint

  09/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a dress for my daughter for homecoming that was not in the store. I paid $20 to receive it early, before the dance. I was not given an order number and am unable to check the status, as a result. I tried calling and I am not being given an opportunity to speak with anyone and am forced to text them. The woman collected information and said she would connect me with someone, but will not respond and there is no other way to reach them. All I need is an order number so that I can look this up online to see if I am going to have this dress in time, but I can’t talk to anyone to find out. It is very frustrating because I don’t want to have to find another dress the night before homecoming if this doesn’t arrive. All I want is to check the status of my order and this company has not made it possible to do that. I am nervous about spending over $130 with nothing to show for it. Like I said, I just want someone from this company to contact me and answer my question, nothing more.

  Business response

  09/23/2023

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

  Thank You for reaching out to us. If you are looking for an order placed online, please let us know the order# that would have received via email.

  If the item was purchased in the store, please contact the store directly for assistance. 

  Best,

  DBI

  Customer response

  09/28/2023

  [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

  09/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 8/14/2023 a bridesmaid dress was purchased in the amount of $113.62 by credit card and processed. I received a confirmation email that the order was placed and being shipped. Order number **********. However, the dress never arrived and tracking order information stated it was delayed in San Antonio, Texas. You cannot get ahold of anyone to talk to through their customer service line and it took two weeks for someone to text back. On 9/2/2023 I finally received a text that a replacement will be shipped on Tuesday 9/5/2023. As of 9/12/23 I still do not have a dress and no one will answer the customer service line nor reply back to emails or text. I WANT MY MONEY BACK!

  Business response

  09/14/2023

  Hello *******,

  Thank You for reaching out to us. After further investigation our team advised you received a replacement on 9/12.

  Please advise if you are looking to return this item and in need of a return number. 

  Best,

  DBI

  Customer response

  09/15/2023

  [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:
  
  Regards,
  
  ***************************
  

  Business response

  10/19/2023

  Hello *******,

  Our team will reach out to the person on the order as it shows it was delivered to the address on the order. 

  Best,

  DBI

• 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 DavidsBridalInquiries@omniagnt.com.
  
  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,
  
  *****************************
  

*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. ↩