Complaints

• Initial Complaint

  02/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On January 12, 2022, I purchased a bridesmaid gown and wrap from David's Bridal. It was shipped to the store and then shipped to me in Flagstaff. It took a 2 weeks from purchase to receiving the dress. David's Bridal has the most ridiculous return policy of 7 days from purchase. I was diagnosed with thyroid cancer on 2/3/2022 and had to cancel my plans on being in my brother's wedding because I am starting cancer treatment on 2/23/2022 and I will be recovering for the 3/19/2022 wedding. I have canceled our flights, my husband canceled his tux, and I have tried since 2/15/2022 to return the dress for a refund, even calling corporate. The people from corporate want the store to make an exception because - CANCER, but the store is refusing and giving the runaround that they need corporate. Please help me. I need this $300 to help pay my cancer treatment.

  Business response

  02/23/2022

  Hello *******,

  Thank you for reaching out to us. We apologize for the frustrations you have gone through with the store.

  Our store team has advised they will work with you on returning this item.

  Please contact them at your earliest convenience. 

  Best,

  Jessica M

• Initial Complaint

  02/17/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I went to David's bridal and purchase 2 dresses for my 25th a 25th Wedding Anniversary, all this happen while the pandemic happen in 2020-2021. ON September 2021 I went to the store to explained I had some personal medical problems and would like to return one of the dresses. The staff lady said to come back after or mid-January to see if find something you liked. As depressed as was agreed I left. 2/16/2022 I went back to David's Bridal the manager in staff around 11 am I had to retune the dress for a full refund she no. I asked why the first manager she no this dress was the hem. I am size 6 the **** **** was size 14 because they could not find a 10 or 12 size dress I had to wait for the dress for over a couple of months and do the pandemic it took longer. 2/16 22 I go back to explain please just give the information you have on me because you said this dress was themed and I paid for it as new. I had to speak to her manager no, ask for my records no. I said then I will take your picture she got mad said no you not and they call the police in front of the police she said she gave a refund toke my original receipt and gave one that said returned to the wrong card that is no longer in used. I had used the wrong card for the refund because I had asked and she whatever. Today I have called corporately unable to do anything for me. So I am stuck with a - 639.86 and they kept the dress. They say they cannot give a cashier check or cash and they do not want to void the error made by them and give my money. Very unfair. I want my money 639.86 all she needs to do is void this return at is not a refund and give me my money. Altamonte Spring Manager refused to do any void to return my money I call * *** *** **** Disare she was not able to help me. Call back and see if someone else can help you.

  Business response

  02/17/2022

  Hello *********,

  Thank you for reaching out to share your experience.  We are so sorry to learn that these dresses did not ultimately work out for you.
  Please know that we have researched this matter.  We do see that one return exception was made.  Unfortunately, we will not be able to provide you with an additional return exception, as these purchases fall far outside our return policy.
  We see that your refund was processed back to the original form of payment.  For further assistance with your refund transaction, please contact your credit card/banking facility directly.

  Thank you,
  Erin

  Customer response

  02/18/2022

  [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

  02/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a bridesmaid dress from David's Bridal on 1/4/2022 for my sister's wedding. After finding a dress I was satisfied with and wanted to purchase, I noticed it had a large stain on the bottom portion of it. An employee at the store took the dress into the back to try and remove the stain. Quickly after, she brought the dress back out with news that the stain had come out. Satisfied that they were able to remove the stain, the employee put the dress into a white dress bag and I purchased the dress for $159.69. Since the dress fit perfectly, I had no reason to take the dress out of the bag and try it on again. It wasn't until the day of the wedding when I took the dress out of the garment bag in broad daylight that I noticed the bottom of the dress was splattered with many stains like the one the employee at David's Bridal removed the day I purchased the dress. Even worse, when I put on the dress and zipped it up, someone in the bridal party noticed there was a large tear in the back of the dress next to the zipper. Since I put on the dress and zipped it up by myself in the store with no assistance from any employee there, the tear went completely unnoticed until it was far too late. Not only was I sold a dirty dress from David's Bridal, I was sold a torn dress at full price as well. After speaking to the manager at the store about this and requesting a refund for this disaster of a dress, I was told the 7 day return policy had passed and the only resolution they could offer was to order me the same dress and that I could pick it up if I brought back the old torn dress. This offer doesn't help me because my sister's wedding has already passed and I no longer have a need for this dress. It's clear David's Bridal puts profit before customer satisfaction. They sold me a dirty and torn dress, and I unfortunately did not find out until it was too late.

  Business response

  02/17/2022

  Hello ******,

  Thank you for reaching out to us. We apologize for the frustrations you are going through at this time. 

  Since the purchase is past the 7 day refund policy we are able to only offer an exchange for a new piece if the item was damaged. 

  We see our store has been working with you on this offer and they will be happy to assist in replacing the garment before the next event.

  Please contact the store at your earliest convenience. 

  Best,

  ******* M

  Customer response

  02/17/2022

  [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:

  I appreciate the prompt response. However, it is unreasonable to expect that 7 days would be a sufficient amount of time for me to return the dress after purchasing it in good faith expecting it to be free of any damage. Especially when no one working at the Davids Bridal store noticed the tear in the back of the dress prior to me purchasing it, or the visible stains on the bottom that had to be removed before I purchased it. I spoke to the manager of the store once regarding this issue and was not given a reasonable option for my circumstance. I do understand the 7 day return policy, but was hoping you would be willing to accommodate me since I was unknowingly sold a damaged and stained dress. Further, I do not have a future event that I would be wearing this dress to, so an exchange for the same dress ordered would not do me any good.  I appreciate your attention to this matter.

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

  Business response

  02/24/2022

  Hello ******,

  Thank you for reaching out to follow up.  We are so sorry to learn that you are not satisfied with this decision.  Please know that the store team is able to accommodate you with an exchange for another item.  Please contact the store for assistance with an exchange.

  Thank you,

  Erin L

• Initial Complaint

  02/14/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  -Purchased a bridesmaid dress from this store on 5/8/2021, transactoin posted my banking account 5/10/2021 for the amount of $172.45.-Wedding scheduled for 12/19/2021 in South Africa. I was not able to go as A, travel restrictions were in a lot of airports in Africa due to new surge of covid variant, B, a lot of people could not attend wedding, C, was ont able to receive all vaccinations to travel to Africa.-Contacted this local store NUMOURAUS of times via phone & chat feature.-Explain situation in chat & they stated that the store has a 7 day return window & that I had to contact customer service regarding a refund.-I returned the unopened dress bag, via ***** back to the store on 1/19/2022 -Tracking number - ************ accepted by A.D********** at local davids bridal store -The store now has ownership of this dress that I paid for & they have not returned my money -Contacted corporate 2/8/2022 - emails attached

  Business response

  02/15/2022

  Hello ********,

  Thank You for reaching out to us. After further review, our store team has advised that a refund has been approved and provided.

  Please contact the store if this has not already taken place. 

  Best,

  Jessica M

  Customer response

  02/15/2022

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

*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. ↩