Complaints

This profile includes complaints for David's Bridal LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  David's Bridal LLC

  1001 Washington St Conshohocken, PA 19428-2356

• 

  David's Bridal

  256 Daniel Webster Hwy Nashua, NH 03060-5755

• 

  David's Bridal

  6525 Robinson Center Dr Pittsburgh, PA 15205-4868

• 

  David's Bridal

  1555 Almonesson Rd Woodbury, NJ 08096-3724

• 

  David's Bridal LLC

  80 US Highway 22 Springfield, NJ 07081-3110

The 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:12/08/2022

  Type:Product Issues
  Status:

  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.

  10/15/22 purchased dress, took it home, tried it on it didn't fit, took it back 10/18/22 my event was 10/20/22 and was informed the day off of their refund policy in cash purchases. I asked why I wasn't made aware before paying cash and was told I should have read my receipt because it was in there. Not wanting to so frustration , I left the store but made a report via customer service. After waiting the allotted time with no refund, I returned to the store. Where they attempted to denied my purchase all together. I spilled water on my receipt so it was faded. They used it to their advantage. I left the store and file a complaint once again with no response. On 11/17/22 I reached out to customer service via text and received this message: Hello, my name is ********. I am a Manager with the David's Bridal Corporate Customer Service Team. I have read through your previous texts, and I see that you are requesting an update for a mail check refund. I am very disappointed to hear that the store could not locate the transaction and I will make sure they are addressed once we conclude resolving this matter for you. My apologies, but I will be more than happy to look further into this for you. I located the transaction in our system. WBM2061W BLACK 20 was purchased as a take sale on 10/18/22 and was returned on 10/20/22 to be refunded by mail check. I have reached out to our Financial Team requesting an update on the status of your refund check. It can take 24-72 business hours to receive their response. This text will remain open the entire time and I will keep you updated every step of the way via this text. I will get answers and make sure this gets resolved for you. 11/22/22 I have been advised that the check will be reissued and sent out next week. This text will remain open until I verify that you have received the check. Please advise when it is received.12/8/22 asked for update and told, a mistake was made and they will be sending it out in the next few weeks.

  Business Response

  Date: 12/21/2022

  Hello ****,

  Thank You for reaching out to us. We have looked into this issue further. Our Finance team has advised the check was shipped out and you will receive it within 2 weeks. 
  It has been shipped with USPS. We apologize that we do not have a tracking number to provide, however, if you have not received it by then please contact us.

  Best,

  DBI

  Customer Answer

  Date: 12/29/2022

  [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 have received this exact same generic response from David's Bridal on three separate occasions, each saying they have looked into it, promising a check will be reissued and sent out in the next few weeks with no tracking available. There has been absolutely no accountability, and this has been going on now since Oct 2022. 
  I would like evidence of a real check for my refund in the full amount of 165.00 being not only printed but sent with tracking directly to me in order to stop the run around that I as a customer have been given for months now.
  
  Regards,
  
  ***************************

  Business Response

  Date: 01/03/2023

  Hello ****,

  Our finance team has advised that the check did go out. if you do not receive it in the timeframe we provided please let us know.

  Unfortunately, our team does not have a tracking for this shipment as it went out USPS. 

  Best,

  DBI

• Initial Complaint

  Date:12/05/2022

  Type:Product Issues
  Status:

  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.

  On 6/11/22 I purchased 2 dresses on-line (the same dress 2 different sizes) after speaking with a sales clerk at the Eugene store who advised she didn't have a size chart and were unable to order the dresses into the store, to go on-line and order the 2sizes I might need, I would have 60 days to return. The dresses did not work and had to return. My fault, I did not read the fine print when I did the on-line order - to get a refund you must return within 7 days and could not be returned to store they would let me exchange for something else. This is where the real problem begins: in order to do an "exchange" David's Bridal requires you make an additional purchase in the amount of the exchange, after you make the additional purchase you contact them with the new order number and they will start the return process. If you don't use all of the return you just forfeit that money. I followed their guidelines. I returned the items, they were received by the company on August 26, 2022. I still have not received the $214.20 for the returned items. I would of returned the exchange order too but at this point I'm into this company for a total of $424. I have contacted this company on multiple occasions with no satisfaction. I have never heard of such a policy for exchanging merchandise, this feels more like extortion. Please note that I tried to return the first order less than 30 days after purchasing, this is when I found out I could only do an exchange. I tried to work with this company because their employee at the Eugene, OR. store gave me a lot of misinformation - she said the dresses could be returned to the store and I had 60 days to do that. My first call (within 30 days of the purchase) they wouldn't help me. When I called to do the exchange I was told if I had contacted them sooner they would have given me a refund, since it was over 45 days they couldn't. I told them I called within the first 30 days, they said sorry no refund it's been too long.

  Business Response

  Date: 12/20/2022

  Hello ****,

  Thank you for reaching out to share your experience.  We are so sorry to learn of the complications with your order and refund.  This is not the level of service we wish to provide for any of our guests. 

  Please know that we are working to resolve this for you. We will be reaching out to you via telephone to obtain some additional information needed to process your refund.   You may also reach out to us at your convenience to provide this information (new expiration date on card used for purchase): please call us at ************, and provide your telephone number so that we may locate and update your case. 

  Once we have this information, we can move forward with your refund.

  Thank you,

  ****

• Initial Complaint

  Date:11/23/2022

  Type:Product Issues
  Status:

  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 went to Davids bridal in October to try on dresses for my wedding on April 23. I informed the associate I wouldnt be buying anything that day since my mother wasnt present. She was very pushy and said the dress HAD to be ordered at the very minimum within the next day or two so it would arrive on time.I brought my mother in the following day and we made the purchase with the promises of two sales associates that we could return the dress within the 7day window period of us receiving the product. Upon looking on the website, it says the same dress if bought today, is expected to arrive just one week after the date I was given when I ordered it 6 weeks ago. My fianc is deploying overseas and has no projected date yet to return home. Its a very uneasy feeling to be pressured, on top of making a super important decision regarding what is supposed to be one of the best times in your life. But also being reassured you can return the dress for a refund once it comes in. I was told earlier that the confirmation number that was given to me didnt work because the dress hasn't processed yet. If it takes 12 weeks to create the item, Im not sure why it can't be cancelled before it's even made. It's also a red flag that an agent stated in text "The 7days to return the item for a store order is when you make the purchase and you took it to your home in the same day/moment."When reminded that I didnt take the purchase home with me, and confronted about the misleading information,"the website hasnt been updated with the correct information so thats why it's generating this confusion about the refund policy".As the website states"7 days after you receive your merchandise"making it sound like once you actually have the product in your possession. Not after the order date, without having the items. The agents just stop responding all together. I am please asking for a full refund as we unfortunately have had our dream wedding plans stripped from us. I do not want a store credit.

  Business Response

  Date: 11/29/2022

  Hello *******, 

  Thank you for reaching out to share your concerns.  We are so sorry for the miscommunication regarding our return policy.  Please know that we have noted this experience to improve our communication with customers moving forward.

  We have looked into this matter with our store management team.  We understand that our store management staff has contacted you to assist you with the requested refund.  Thank you again for bringing this matter to our attention. 

  Best.

  DBI

  Customer Answer

  Date: 12/08/2022

  [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

  Date:11/22/2022

  Type:Delivery Issues
  Status:

  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.

  Purchased a wedding dress on November 14th, 2022. No tracking number was given by **** and no message to let me know if dress was in transit or arrived even though I signed up for text messages. They initial arrival date was changed from November 18 to November 28. After speaking with customer service, they informed me that the dress was dropped off on the 18th. I never received the dress and the delivery status online gave an arrival date of November 28; still with no tracking number. Rep said someone from *** would be calling. No call made. Still have not heard anything. Have been on hold with customer service all day and will not waste anymore time to wait longer. I no longer care of the dress, I just want my money back from this horrible company.

  Business Response

  Date: 11/30/2022

  Hello *******,

  Thank You for reaching out to us. Our team is looking into refunding your online order as *** deemed it lost.

  We see you have a text open with one of our associates. They will be in contact with an update.

  Best,

  DBI

   

• Initial Complaint

  Date:11/17/2022

  Type:Product Issues
  Status:

  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.

  On Sunday afternoon Nov 13 around 3 pm, I ordered a dress from David’s Bridal through their store in Tallahassee, FL as a gift for someone. They said it would be 2-3 weeks for the dress to arrive at their store & there was a 7 day return period from the time I received the dress. They took the credit card over the phone & charged me the $1047.32. That night, we discovered that the bride to be had also ordered the same dress through their online store. Therefore, I went on their website to cancel my order -less than 12 hrs after placing the order. It was still 2-3 weeks from the ship date given to us by the store. I began calling the store & the online phone numbers the next morning. They force you to text them, and the phone line disconnects without allowing you to speak to a representative. I have all of the texts canceling the order less than 24 hours after it was made - explaining that we had order 2 dresses accidentally. The store refused to refund the order claiming they were concerned about our financial safety. But they charged us the $1047 over the phone without the card. They refused to refund the card without having it in person. We are 12 hours away from their store in North Carolina & unable to physically travel to their store in Florida for a physical in person refund. They did not inform us of this policy when they took the credit card over the phone. We are well within the 7 day period. They charged us over the phone. They refuse to cancel or refund over the phone. We cannot physically be in their store in Florida. Their phone system will not allow for customer service. I have texted their number asking for help for over 4 days straight when they claim someone is working on our refund/cancellation, but no one responds. The order number given to us still does not show up on their website. I have emailed them & reached out via messenger to their ******** page. I have screenshots & proof of all communication attempts

  Business Response

  Date: 11/22/2022

  Hello ****,

  Thank you for reaching out to share your concerns.  We are so sorry to learn of the complications you've experienced trying to cancel your order.  This is not the level of service we wish to provide for any of our guests.  We have directed your feedback to the appropriate parties so that we may improve moving forward.  

  Please know that we have investigated this matter.  We understand that your request for a full refund has been completed.  Please reach back out to us if there is anything else we can assist you with at this time. 

  Best,

  DBI

• Initial Complaint

  Date:11/16/2022

  Type:Product Issues
  Status:

  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.

  Purchase date 5/6/2022.Amount paid to business: $1488.14 Tracking number: ****************** There is more to the story but to keep it simple, my wife bought a dress from David's Bridal, and it was shipped to her. She received it a few weeks later and once she did, she found that there was a hole in the dress, and we drove about 300 miles to the original store to return the dress a few days later. Once we arrived at the store we were turned away by an assistant manager because there was not much she could do since there was no manager on duty that day (turns out it was her last day). I contacted the store the next day and was told I would receive a call back from the manager the day after but did not get a call until almost a week later. The manager stated that due to their return policy (7 days) we could not return the dress, but my argument to this is that we did not receive the dress until 2 weeks later and there was no way my wife would know that dress would be damaged within the seven days since she had the dress in her possession about two weeks later. I have tried to talk to the regional director and left her voicemails but have not heard back from her and this is almost 4 months ago. I also called their customer service department various times and the last time I reached out to them I was told I would receive a call back in 2-5 business days, and this was 2 months ago. I also tried visiting a location to return it a few months ago and the manager questioned as to why my wife did not go to the store with me to resolve the issue (my wife is military, and her time schedule can be a little unpredictable) and stated that my best option was to sell the damaged dress online. I have exhausted every avenue possible with *****'s Bridal to find a resolution, but they have not been cooperative. The problem is with multiple channels not just this location This is only a summary of the entire story, but I will attach supporting documentation.Thank you,******

  Business Response

  Date: 11/17/2022

  Hello ******,

  Thank you for reaching out to share your wife's recent experience.  We are so sorry to learn of the complications with her order.  This is not the type of journey we wish to provide for any of our guests. 

  We would love to look into this for you.  To do so, can you please provide the following information?

  -Full name and telephone number of Bride/Event Holder

  -Event Date

  -Location Visited

  Thank you,

  DBI

  Customer Answer

  Date: 12/13/2022

  Date of transaction: 5/7/22 Amount paid to business: $1488.14 Tracking number is: ****************** Account: ********** The business committed to providing me an a wedding dress but provided me a dress that was damaged. The business has not tried to resolve the problem. They have transferred me to various departments and promised they would reach out for over 6 months and every time I reach back, I get the same response saying that they will be reaching out. The business sold my wife a ripped dress and refuses to take accountability for their mistake. I have attached a document with more details regarding the situation and pictures supporting my case.

  Business Response

  Date: 12/15/2022

  Hello ******,

  Thank You for reaching out to us. After further review, our team advised the information of the damage was provided after the 7 day return policy. 

  Our team will be able to assist with an exchange or store credit before January 31st, 2023. 

  Please contact the store for further assistance with the exchange or store credit. 

  Best,

  DBI

• Initial Complaint

  Date:11/16/2022

  Type:Product Issues
  Status:

  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 with David’s Bridal back on September 25th for a grand total of 233.14$, I got married on 10/10/2022 a couple of days after I got married I decided I would contact David’s Bridal as I decided to use a different dress than what I originally ordered. They decided to decline my return and advised that I must make an exchange and that I would have to pay an additional 233.14$ at the least & then return my items after I received the exchange. On 10/23, David’s bridal sent me instructions on my return and advised me to package the orders and send them out. On November 1st I sent out the two packages, containing all of the items ordered, unpackaged, unused and still had the tags on them. I received an email on the 4th advising that my refund had be processed for 166.94$, and an additional 40.49$. I had assumed that when they said that the refunds will take 17-21 business days that I would not receive the additional refund until closer to time frame of the 17-21 business days. I decided to reach out to David’s Bridal today & they have told me that only one RMA was created and that they have refunded me the amount due to me. I have returned BOTH orders & they are currently somewhere within David’s Bridals warehouses. They are claiming it was not possible for my item to have been shipped out and then quit responding to me via text message. I did not receive the refund that I asked for, and was sent two different RMA numbers & two different shipping numbers, assuming I was supposed to ship out both orders. I have spent countless hours & days speaking with David’s bridal as I knew something would happen. I am asking that the BBB aide in resolving this problem as I know they will reject me for my refund and it is unfair that I no longer have possession of any of the items & will more than likely not get the refund I was told I would get on the second order. I am attaching photos to this in hopes this helps. Thank you.

  Business Response

  Date: 11/29/2022

  Hello *****,

  Thank You for reaching out to us. Please advise which items have not been returned?

  We would like to have clarification on the order# that you are inquiring about. 

  Best,

  DBI

  Customer Answer

  Date: 12/08/2022

  Hello there! 
  

  Thank you for responding to my complaint. I reached out to customer care and a supervisor assisted with the concern. All was resolved. I received my refund on the dress. 
  

  Thank you again, and happy holidays! 
  

  ***********************

• Initial Complaint

  Date:11/12/2022

  Type:Customer Service Issues
  Status:

  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 made an appointment with the alterations department at the Newark, DE location. I arrived exactly at my scheduled time which was shortly after the store opened and was told there was an hour wait for me to be seen. I asked what is the point of making an appointment and was informed that a later appointment showed up early so now I have to wait until they're finished. I had to arrange things in my personal life to make my appointment and now have to cancel things that I intended to be available for. I'm surprised David's Bridal would operate this way and even more surprised at the careless attitude of the employees.

  Business Response

  Date: 11/26/2022

  Hello *****,

  Thank You for reaching out to us. Our store team has been trying to contact you to assist.

  Please contact them at your earliest convenience. 

  Best,

  DBI

• Initial Complaint

  Date:10/30/2022

  Type:Delivery Issues
  Status:

  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 made a purchase online for a wedding dress that was on sale. It looked beautiful and was the last one in my size. Shipping said it would arrive by oct 31. I did receive an email on 10/24 saying “congratulations the dress has shipped!” I went to check the tracking on my account and it still says “awaiting carrier pickup” it has said this for over 1 week now and the delivery date keeps getting pushed back. I tried calling customer service and keep getting referred to send a text and they hang up. I’ve tried texting multiple times and they keep referring me to call the same customer service number as they say they cannot help with any orders placed online. This is so frustrating and I have no idea if I will even receive my dress! Can someone please look into this for me and reassure me when I will receive my item. It’s so frustrating I cannot talk to a real person on the phone and just keep getting pushed off to texting.

  Business Response

  Date: 10/31/2022

  Hello *******, 

  Thank You for reaching out to us. Your order has shipped and was delivered. 

  Your *** shipment
  ******************
  
  Delivered On
  Friday, October 28 at 12:26 P.M. at Front Door

  Best,

  DBI

  Customer Answer

  Date: 11/01/2022

  can you please delete my complaint. The issue has been resolved. I actually did receive the delivery as scheduled. It was an issue on my part one of my family members had put the item away without telling me. Im sorry for the confusion. 
  
  Thank you! 
  

  ****************************;

• Initial Complaint

  Date:10/28/2022

  Type:Service or Repair Issues
  Status:

  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.

  Date of purchase 5/23/22 for dress and shaw $206.95. Alterations 9/13/22. Picked up dress 10/13/22. 95.85. David's Bridal alterations ruined my dress. They would not fix it and said it would look worse. Took dress home cried for a week. Day before my son's wedding I lucky found a dress at ********. Called Corporate on October 20/22. They said would call me back. They never did. I called back on 10/26/22. They put me on hold and hung up on me. I called back they hung up again. I called again and was told they will do nothing for me. This was all during the catastrophic hurricane that hit Ft Myers. The stress they put upon me was just too much. The only happiness we had was that my son could get married. And I had to go the day before wedding and find a new dress. I missed out on family time. I feel I should be reimbursed for a dress I could not wear that was their fault. Thank you

  Business Response

  Date: 11/07/2022

  Hello *****,

  Thank you for reaching out to share your recent experience with us.  We are so sorry to learn of the complications with your purchases and alterations.  This is not the level of service we wish to provide for any of our guests.  We appreciate you bringing this to our attention so that we may improve our guest experience moving forward. 

  Please know that we have researched this matter with our store and regional management teams.  We understand that your request for a refund has been granted and has been processed.  If there is anything else you need at this time, please reach out to the store team directly for further assistance. 

  Best,

  DBI

  Customer Answer

  Date: 11/10/2022

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