Wedding Supplies
David's Bridal LLCHeadquarters
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Important information
- Customer Complaint:Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 10 complaints handled through our conciliation process.
Complaints
This profile includes complaints for David's Bridal LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 240 total complaints in the last 3 years.
- 55 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. 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.
Initial Complaint
Date:01/29/2024
Type:Delivery IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I placed an order on January 19, 2024 for the amount of $103.81 for two pair of shoes. I received my confirmation email with the order number of #********** with an expected delivery date of 01/25/2024. It is now January 29th and I have no shipment confirmation number for status. I have called the number they provided ************ with the line just disconnecting. I texted the number ***** with the "HELLO" with no response.Customer Answer
Date: 01/30/2024
I called the David's Bridal in Pinole, CA and spoke to **** who is the manager. **** indicated that there having issues with online orders. **** was able to find my online order which he will cancel and place the order with his store to ship my address. **** has indicated they should arrive by February 1, 2024.Business Response
Date: 02/01/2024
Hello *******,
Thank You for reaching out to us. We apologize for the delay.
Your order has shipped with *** tracking# ******************.
Best,
DBI
Customer Answer
Date: 02/02/2024
[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
Date:12/31/2023
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered a dress on 12/28/2023 in stores. I told them that I had another dress at home that I wasn't sure would arrive on time and if I should buy this dress from their stores and return it if I didn't end up using it. Mind you, this dress was NOT my size, the undergarment was also too big. I just bought it for convenience sake and as a back up. They recommended that I purchase the dress and return it later. I ended up wearing a different dress for my wedding. They have a 7 day return policy. Within 1.5 days later, I return the dress and undergarment AS IS, with tags and have not taken it out of the bag. They refuse to accept my return because it looks used. The only way it could look used is because I bought the dress off the rack without any alterations. Hundreds of people come in wearing those dresses. They claim that they take down dresses that are dirty or are broken -- but I was in stores and had tried on one dress with a broken zipper. And another dress with makeup stains. The manager that marked off the dress as "good condition" did not even inspect the dress and bagged it away. Her name is *************************. The manager that refused the return is ****************. And her non-existent store manager ************************* is constantly in an interview whenever I asked to talk to her on 2 different days at different times. This is the Brea location.Business Response
Date: 01/11/2024
Hello ********,
Thank you for reaching out with your request and to share your experience. We are so sorry to learn of the frustration you've felt throughout this process.
Please know that we have looked into this matter with our store management team. The items in question have already been reviewed by our team and have been deemed ineligible for return. Unfortunately, we are unable to approve your request of a refund.
Thank you for your understanding.
Best,
DBI
Initial Complaint
Date:12/31/2023
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
David’s Bridal issued a Gift Card worth $535.18 in January, 2023 and said I have a year to use it. I have tried to use the gift card in Dec 2023, but stores were not honoring it. Finally after trips to multiple stores that were at least 2 hours to 4 hours away from me, a store Manager in Mobile, AL said the company filed for Bankruptcy in July 2023 and they no longer can accept gift cards issued before July 2023. Company filing bankruptcy is not a customer problem. I request BBB to advise how I can claim my balance of $535.18 at David’s Bridal. At least that company should allow me to use it for my future purchase. Repeated calls and texts to David’s Bridals at both ###-###-#### and ###-###-#### has not been helpful. They have just given me a run around from one number to the other.Business Response
Date: 01/05/2024
Hello ******,
Thank You for reaching out to us. David's Bridal, LLC filed for bankruptcy and became a new company when there was a transition of ownership on July 21, 2023.
We are sorry to inform you that because there were no assets remaining, claims filed against David's Bridal, LLC will not be paid out. There is no longer an option to file a claim against the former company for claims prior to July 21, 2023. This includes unused gift card and merchandise credits issued prior to July 21, 2023.
While we understand this is not the outcome you were hoping for, this is the decision that has been made. We are truly sorry for any frustration/disappointment this may cause.
Best,
DBIInitial Complaint
Date:12/22/2023
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered my wedding dress on Sep 25 for almost $1800, received it in Oct, and went in for alterations on Oct 28. The dress needed adjustments taken in, lining added, and shortened. I got a quote of $930 with tax, signed an agreement, and my credit card was immediately charged. The next morning, I tried to cancel due to high costs and changing mind of some of the alterations, but the manager refused, citing the dress length already being cut. I asked to proceed without additional alterations, but they refused, making me feel forced. At a follow-up three weeks later, the dress was too small, with crooked overlay and poor work quality. Despite my understanding, the next appointments faced ongoing sizing issues despite my measurements being the same. Side note: I felt pressured to add additional cups although I was liking my smaller chest, of course I paid for them, they were bulky and looked unnatural therefore I ended up removing them, but no refund was offered. On Dec 22nd, the dress still didn't fit, and despite multiple attempts to fix it, alterations was a disappointing experience. The back overlay was uneven too causing frustration. As per David's Bridal alteration policies, the dress is damaged in my view and its been almost two months of back and forth. I contacted David's Bridal customer service (ticket *******************, finding the representative caring named ***, promising a follow-up. Disheartened, my mom and friends won't use David Bridals services anymore, and I'm left with a bitter experience after this should have been a very uplifting and exciting time. I'm hoping for a high-quality dress to be a lasting memory, not one ruined by constant stitching and unstitching. Respectfully, I'm asking for a refund for the dress ($1756.75) and alterations ($932.25) due to these numerous issues. Thank you.Business Response
Date: 12/29/2023
Hello *******,
Thank you for reaching out to follow up on your concerns. Unfortunately, we are unable to approve your request for a refund. After consulting with our store management team, we have determined that our alterations team completed the work on the garment to meet our standards. While we understand this is not the outcome you were hoping for. We are truly sorry for any frustration/disappointment this may cause.
Best,
DBI
Customer Answer
Date: 12/30/2023
[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 I am rejecting this response because over the course of over 6 try-ons, the alterations team was unable to correctly alter the bust and waist although my measurements did not change. The constant stitching and unstitching is ruining the fabric of this delicate dress. In addition to the tailor being unable to correctly alter the measurements (making the dress significantly too small and then too big multiple times), the front V was changed to something I did not want. Instead of having a more closed V with the original length of it (as shown in the photo with the pins), the current V is half closed and fabric was put over to hide the thread work. I wanted the original length of the V to remain, meaning this change was not something I requested (photos attached).
I'm honestly shocked over this entire experience and never had something like this occur before. My mom who accompanied me in the latter appointments also was left surprised over the quality of work. Overall, I’m left disappointed dealing with what should be an exciting time and my wedding date is fast approaching.
Again, the alterations I requested were quite basic. I took many hours off of work to arrive for the alterations despite being promised the dress would be completely ready to collect in November. We're heading into 2024 and the dress is still not fitting right like when the pinning was done.
I'm kindly asking for a new identical dress and be refunded for the alterations costing over $900 or be fully refunded for both dress and alterations. I’m hopeful you’ll be able to help. Thank you in advance.
Regards,
**************Business Response
Date: 01/18/2024
Hello *******,
Our Regional Director has advised that a new gown is being ordered and the refund for alterations has been approved.
When you go to the store for the new gown the refund for alteration can be processed.
Best,
DBI
Customer Answer
Date: 02/03/2024
Thank you for your support.Initial Complaint
Date:12/17/2023
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I received store credit merchandise card from Davids Bridal on west Kennedy BLVD in Tampa Fl. I returned a dress in November 5th 2022 and got a total of $171.95 on a merchandise card that “never expires” as I was told from the store manager at the time. I called the number on the back of the card and was told there is still money on the gift card. Went back in store today December 17th 2023 and was told that they no longer accept store credit since filing for bankruptcy. I would like a refund for $171.95 or store credit for that amount.Business Response
Date: 12/22/2023
Hello *******,
Thank You for reaching out to us. David's Bridal, LLC filed for bankruptcy and became a new company when there was a transition of ownership on July 21, 2023.
We are sorry to inform you that because there were no assets remaining, claims filed against David's Bridal, LLC will not be paid out.
There is no longer an option to file a claim against the former company for claims prior to July 21, 2023. This includes unused gift card and merchandise credits issued prior to July 21, 2023.
As a customer service gesture, we can assist with a discount of 20% off a new online order.Best,
DBI
Customer Answer
Date: 12/22/2023
[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 you do business with a customer; you aim to make them a returning customer. By stealing my money, and offering nothing but a measly 20% off discount I am insulted by the counter offer to my refund request. Not only will I never shop with Davids Bridal again, Ill also tell everyone I know how terrible your customer service is. I will be pursing this in small claims court to get what I am entitled to. This is not how you do business. Please reflect on the position you put hundreds of people in the last year by stealing their money and offering them nothing in return.Regards,
*************************Business Response
Date: 12/23/2023
Hello *******,
We are truly sorry for any frustration/disappointment this may cause.
To obtain the discount please contact our sales team at:
Text Number:
Hello to *****
800#
************
Best,
DBIInitial Complaint
Date:12/13/2023
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
In October of 2021 I was issued a merchandise credit from David's Bridal for $286.51. The credit is in the form of a plastic card (like a credit card) - (Card #*******************). The card states on the back (no expiration date) and I was told in the store that it was good for SEVEN YEARS. Today, the store told me that my card is no longer being accepted. The store is still in business - is this even legal to do this. I want my $286.51 returned to me immediately.Business Response
Date: 12/16/2023
Hello *******,
Thank You for reaching out to us. David's Bridal, LLC filed for bankruptcy and became a new company when there was a transition of ownership on July 21, 2023.
We are sorry to inform you that because there were no assets remaining, claims filed against David's Bridal, LLC will not be paid out. There is no longer an option to file a claim against the former company for claims prior to July 21, 2023. This includes unused gift card and merchandise credits issued prior to July 21, 2023.As a customer service gesture, we can assist with a discount of 20% off a new online order.
To obtain your discount on a new order please:
Text Number:
Hello to *****
800#
************While we understand this is not the outcome you were hoping for, and We are truly sorry for any frustration/disappointment this may cause.
Best,
DBI
Customer Answer
Date: 12/23/2023
[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:
Regards,
*************************Initial Complaint
Date:11/30/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I bought a size 6 wedding gown. I was told 1 month after I purchased this gown that they didn’t have a gown in my size. They offered me a larger size but did not tell me that the dress would not be able to be altered so it is unwearable! I would have to purchase another gown or pay the price of a second gown to have this gown wearable! It would not even be completed in time for my wedding! They refuse to refund the dress and an exchange is not an option because they don’t have my size in this gown!Business Response
Date: 12/07/2023
Hello ******,
Thank You for reaching out to us. We have spoken with all necessary parties, and unfortunately the approval has been denied for a return for refund. You are still eligible for an exchange. We apologize that you are unhappy with our resolution, but we must remain consistent with our policies. Please reach out to the store for assistance with your exchange.
Best,
DBI
Initial Complaint
Date:11/24/2023
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I returned a product for a store credit in the appropriate timeframe set forth by the business and was provided a merchandise card to use in store on a future purchase, which I attempted to use within the timeframe set forth by federal regulations. When I attempted to do so, I was told my card no longer holds value as of May 2023. I am demanding compensation in the form of the dress I returned or a refund to my credit card in the amount of the merchandise card.Business Response
Date: 11/29/2023
Hello,
Thank You for reaching out to us. For more information on gift cards or store credits, please call **** at ************ or ************ outside the U.S. and Canada.
You can also email DavidsBridalInquiries@********.com.Best,
DBIInitial Complaint
Date:11/12/2023
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Due to a delay in shipping of the original dress I purchased from a different company, I was forced to buy an alternate dress just a few days before my son’s wedding. On October 12th, over the phone, I purchased the replacement dress from the David’s Bridal store in Happy Valley, Oregon. My sister-in-law picked the dress up and drove it 6 hours to me the night before the wedding. When we took it out of the bag, we saw drip marks down the front of the skirt, and a stitch was torn out of the bodice. Because the wedding was the next day, I had no other option but to wear the dress. That night I set to work on the oil drip marks to diminish them as much as possible, and stitched the waist back up on the bodice. When I called the store manager the following Monday, she refused to consider the fact that a used dress came from her store. Once she learned that I wore the dress, she said to me that she “could guarantee that she would not do anything at all about this,” even though I sent time and date-stamped pictures via email and texts that showed the stains and torn stitching prior to me wearing it. When the store manager refused to help me, I reached out to the customer service department. Over the course of the next 3 weeks, I sent the proof pictures to this team as well. Ultimately I was rerouted to the store manager who then restated her original position. She refused to even consider refunding any amount. Although I feel like I would be justified in a full refund, all I have asked is for a refund of half the price. There is a complete disregard for the customer at David’s Bridal. The customer service team, and upper management are all standing with the store manager. They refuse to even consider a partial refund. Upper management has even instructed the text chat customer service team to deny any further consideration of my situation. I am disgusted and disappointed with the disregard of consumer’s rights shown by David’s Bridal. I am respectfully asking for help.Business Response
Date: 11/29/2023
Hello ******,
Thank You for reaching out to us. We apologize for the frustrations you have gone through during this process.After further review we have been approved to provide 30% off the worn item due to the situation at hand.
Please contact the store to finalize the refund for the 30% off.Best,
DBI
Business Response
Date: 12/29/2023
We closed this one off with the customer and sent her a check for the partial refund.Initial Complaint
Date:10/24/2023
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
October 2022 I got engaged. I went to David's Bridal LLC, the Harrisburg location and purchased a dress the first week of November. The wedding was only 10 months out at this point so it was a reasonable timeline considering alterations. The engagement ended up dissolving and I was left with the dress. I was told I could return the dress for store credit which would "never expire". Several months later in April I heard David's Bridal LLC was filing for bankruptcy. Upon calling the store beginning of April (Harrisburg, Pennsylvania location) I was again told the giftcards would be safe to hold on to and use later. I then went to the Wilmington, Delaware location to redeem the cards the beginning of June. I was told the store was no longer accepting giftcards as of May 18th. I do not recall receiving any emails about this. I had unsubscribed from David's Bridal emails in January/February as the engagement was off and it caused emotional distress to have my inbox flooded with wedding dresses and accessories. I was advised by the store to contact ********* who was the company handling the restructuring. I submitted a claim and was told I would hear back in October, this was in June. I had not heard anything by the last week of September and wanted to make sure everything was correctly submitted to *********. I reached out the the response was that the Chapter 11 case had been dismissed and no other information could be provided so I should contact David's Bridal. I contacted David's Bridal LLC and was told they hadn't heard anything regarding the court decision yet and everything was being handled by *********. I paid $1005.94 for a dress I returned and have now had the giftcards deemed invalid. I am looking for a return of my money in a form I can actually use or other compensation of the equal amount. This could include the dress, that would be acceptable. So long as it is equal to or greater than the outstanding balance owed by David's Bridal LLC.Business Response
Date: 11/02/2023
Hello ********,
Thank You for reaching out to us. Our company did have a few changes, and though our company name has not changed, it is under new ownership that is not liable for purchases made under the previous ownership. All requests for payment, credit, refunds under the previous ownership must be submitted as claim through ****. Their contact information is ************ or ************ outside the U.S. and Canada. You can also email DavidsBridalInquiries@***************.
We would however like to offer you 50% off a new order via online or in any store location under the Event ID: **************.
To place an online order our sales team can assist via case ID ******************.
Best,
DBI
Customer Answer
Date: 11/07/2023
[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:
While I understand the company changed ownership, the Chapter 11 Bankruptcy Case was dismissed. As you can see in the emails from Omni on the previous submission to the BBB (reattached for convenience) their statement says they can no longer assist as the Case was dismissed and it is now in David's Bridal Control again. The fact the company of David's Bridal keeps referring me to a third party who can not provide information, when they have known for a month (possibly longer as the case was dismissed end of September) is misleading. I am not satisfied with the offer of 50% off and item as it would mean I would still have to pay 50% for an item that would otherwise be covered by the store credit I am in possession of. I should not have to pay to get the merchandise I returned to your store or store credit back. I was promised the giftcards would retain value indefinitely and upon talking with the Harrisburg, Pennsylvania store in April after Bankruptcy had been announced was told there was no date giftcards would expire. This was mid April. I can look back at phone records as evidence. The dress was returned when an engagement failed and the lack of professionalism from David's Bridal LLC in this matter is causing undue emotional distress and wasting my time over the simple matter of returning my dress or allowing me to use the giftcards. This has taken 6 months to resolve and there is no resolution in sight at this point until the company agrees to return what is mine.
Regards,
*********************************Business Response
Date: 12/13/2023
Hello,
While we understand this is not the outcome you were hoping for, this is the decision that has been made at this time.
We are truly sorry for any frustration/disappointment this may cause.
Best,
DBI
Customer Answer
Date: 12/21/2023
[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 would like to formally request I be given possession of the dress that I returned. In this arrangement I returned a wedding dress for store credit that is not not able to be used. While I can understand the store won't honor the credit due to the company being sold I do believe it is my right as a consumer to gain access to the original item (or similar). The name Davids Bridal is still on the giftcards and this does not reflect well on the new company by refusing to honor the debt of the company you purchased. I would like the dress (or similar style) returned to me. I will happily surrender the giftcards at the time of dress pickup and this issue can be resolved in a cordial fashion.
Regards,
*********************************Business Response
Date: 12/23/2023
Hello ********,
We are unable to provide you with that request as it would still fall under the old company.The discount that we offered prior will still stand if you are interested in purchasing a new item via our online store.
To obtain the discount please contact our sales team at:
Text Number:
Hello to *****
800#
************
Best,
DBI
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