Complaints

• 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

  08/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was charged $89 for extremely poor-quality alterations on a bridesmaid dress that I purchased for $140 at the same store. On May 17th I reached out to David's Bridal Customer Service requesting a refund for these poor-quality alterations that were done on a brides maid dress. I included pictures to support my complaint and refund request. The wedding was May 19th. On May 30th, I was contacted by the store alteration department and asked to send the email and pictures to the store manager, which I did on May 30th. I emailed these photos to adavis@dbi.com as instructed and never heard back. On July 5th, I sent an additional email to Davids' Bridal Customer Service seeking resolution. On July 6th, I received an email apologizing for the situation and was promised to be contacted within 2 business days. I sent another email on July 16th, 2023 because I again was never contacted. When attempting to reach the store via phone at at least 3 points since May 17th when I initiated the communication, I learned that this particular location has permanently closed. This issue has not been addressed and there is no longer a location in my area.

  Business response

  08/02/2023

  Hello,

  Thank You for reaching out to us. Please provide pictures of the alteration's mishaps on the gown in order for us to investigate this matter further. 

  Best,

  DBI

  Customer response

  08/05/2023

  Attached are 3 photos of the 12+ originally sent. (This program will not allow me to send additional or photos that are larger files). Please refer to my email thread forwarded to DBCustomerService@dbi.com on 6/5/2023 for entire series of photos.

  Business response

  11/02/2023

  Hello *******,

  We apologize that this was not resolved. Please email us at DBCares@dbi.com with your Legal Name on our ID and Mailing address as we would like to provide you with a mail check for the $89.

  Best,

  DBI

• 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,
  
  *****************************
  

• 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 DavidsBridalInquiries@omniagnt.com. 
  We apologize for any inconvenience this may have caused you.  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. ↩