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 has 315 locations, listed below.

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  David's Bridal LLC

  1001 Washington St Conshohocken, PA 19428-2356

• 

  David's Bridal

  2094 Interchange Rd Erie, PA 16565-5108

• 

  David's Bridal

  4801 McKnight Rd Pittsburgh, PA 15237-3423

• 

  David's Bridal

  3747 William Penn Hwy Monroeville, PA 15146-2189

• 

  David's Bridal

  3747 William Penn Hwy Monroeville, PA 15146-2189

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:04/18/2023

  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.

  Made a purchase online for a bridesmaid dress for $123.35 on 4/11 and received confirmation of order with order tracking number. Order was supposed to be delivered to my residence by 4/17. Seeing that it was not delivered on time, and still had not been delivered, I have tried to contact customer service and I am always referred to text their online help service, yet no one answers. Seems to be fraudulent. Furthermore, I attempted to contact the store closest to me and the young lady on the phone was nothing but ignorant and wasted my time for 15 minutes only to yet again refer me to customer service.

  Business Response

  Date: 04/20/2023

  Hello *****,

  Thank you for reaching out to share your feedback and concerns.  We are so sorry to learn that you did not have any luck with our customer service team or store team with this matter.  We will be sure to look into those issues to improve moving forward.

  Please know that we are showing this order, Order #**********, as en route, with tracking #******************.  The estimated delivery for this order is Saturday, April 22nd, by 7pm. 

  We hope this information is helpful!

  Best,

  DBI

• Initial Complaint

  Date:04/16/2023

  Type:Service or Repair 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.

  Took a skirt that was not purchased at Davids Bridal to be altered. They claim to be local tailors and will meet the needs of the community. The agreement on what to do was made I signed over the skirt to the alterations department with full confidence. Upon picking the skirt up I noticed 4 new seams in the skirt, the waste band was removed and sewin in improperly and it was completely cut up. I was offered a 30% off for inside the store which is laughable because i never purchased the skirt there in the first place. The skirt js completely destroyed and unwearable.

  Business Response

  Date: 04/19/2023

  Hello ******, 

  Thank You for reaching out to us. Please provide pictures of the garment in its unwearable state, as well s a picture of your alterations receipt. 

  Also, please let us know which store did the alterations. 

  Best,

  DBI

  Customer Answer

  Date: 04/20/2023

  [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: At this time there is no resolution. I am submitting for review photos of the damaged, unwearable skirt that was destroyed while in their possession.  At this time I am not accepting any resolution until I  hear back from DBI.
  
  Regards,
  
  *************************
  

  Business Response

  Date: 04/27/2023

  Hello,

  Please attach the photos separately in order to be viewed.

  Best,

  DBI

  Business Response

  Date: 05/09/2023

  Hello,

  We are unable to view the photos if any were provided with the exception of the alterations receipt. 

  Please attach the pictures individually. 

  Best,

  DBI

  Business Response

  Date: 05/17/2023

  Hello,

  Thank You for adding the pictures. Our team advised you have been provided a refund for alterations and the skirt back in April. 

  No additional compensation will be provided for this issue. 

  Best,

  DBI

• Initial Complaint

  Date:04/14/2023

  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 ordered a leather jacket and a bridesmaid dress on 11/26/2022. Was told they'd be delivered by March 20th 2023. I received the leather jacket on January 19th 2023. Today is April 20th 2023 and I have yet to receive the dress. I’ve reached out to customer service representatives all week trying to figure out where my order is only to come to the conclusion that in their system it says that both items were delivered on that date of January 19th. When trying to explain that I never received the dress all they could tell me was that in their system it says delivered so there was nothing they can do. I tried calling corporate which immediately sends you straight back to the customer helpline. I then was able to finally reach a nice lady at an in store location. Who helped me order another dress. But I was unable to receive a refund for the first dress I never received and had to pay for the dress all over again. I originally paid $113.96 Rebought the dress for $104.89 Im very disappointed with customer service and am now out money. I'd like a refund for the $113.96 that I originally spent on the dress.

  Business Response

  Date: 04/19/2023

  Hello ****,

  Thank You for reaching out to us. Please let us know if you ordered online or in a store. 

  If you ordered online, please provide your order number.

  Best,

  DBI

  Customer Answer

  Date: 04/20/2023

  I ordered online. 
  order number is **********
  
  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:04/10/2023

  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.

  Ordered a dress on 3/31/23 and the employee put the dress as a layaway which cause issues when I tried to pay for the dress it gave them an error message and they put in multiple IT tickets and they could not resolve the issue or process my refund of the bridal dress and veil for the down payment. Have spoken to management and customer service and was promised a refund due to the employees mistakes. No one can seem to figure out how to process the refund of $294.75.

  Business Response

  Date: 04/19/2023

  Hello *******,

  Thank you for reaching out with your concerns.  We are so sorry to learn of the complications with your layaway.  This is not the journey we strive to provide for any of our guests. 

  Please know that we have looked into this matter with our store team.  We understand that you have been fully refunded per your request and that this matter is now resolved.

  Thank you for your feedback. 

  Best,

  DBI

• Initial Complaint

  Date:04/07/2023

  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.

  My daughter, her bridesmaids, myself purchased dresses from this location and the items went on sale with 7 days of our purchases. Corporate said we were entitled to a price adjustment within 14 days .Store of purchase was contacted and told of this. We we told we could go to any David’s Bridal to do that ,as my daughter and bridesmaids live a 3 hour ride one way . I’m attempt to get the price adjustment they were told the need to go the the store of purchase. I related this information to the store of purchase and now no one is available to help and the 14 day period has expired.My daughter’s dress was $999.00 with a Diamond Member Discount making it 849.15 which is now the sale price without the Diamond Member Discount bridesmaids dresses were $129.00 and with discount was $99.00 which is now the sale price without the Diamond Member Discount. We paid almost $1900.00 on the 19th of March as we were told the items had to paid for on the spot. They got there money and the the items went on sale with in a week and we should be entitled to a price adjustment as we haven’t received any of the dresses yet.

  Business Response

  Date: 04/19/2023

  Hello ******,

  Thank you for reaching out to share your feedback and your concerns.  We are so sorry to learn of the complications with your recent purchases and price adjustments.  This is not the journey we expect to provide for any of our guests. 

  Please know that we have looked into this matter with our Store and Regional Management teams.  We understand that this matter has been addressed and resolved by our Store Manager, ****.  Should you have any future questions or concerns, please reach out to **** or our store team directly, they are happy to assist further. 

  Thank you,

  DBI

  Customer Answer

  Date: 04/24/2023

  [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

  Date:04/06/2023

  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.

  this is my second attempt at buying an item via Davids Bridal website where I am informed the item is in stock, I purchase and pay only to receive an email up to 10 days later! stating item is no longer in stock. I am not a bank, receiving my funds was an intent to purchase an item, it was not intended as a loan.. I am reporting to BBB with hopes of further action as I believe the website of Davids Bridal is collecting customer funds with no intention of providing product. Delay in refund is proof.

  Business Response

  Date: 04/06/2023

  Hello ***,

  We apologize for the issues you have encountered when ordering online. Below we have included our policy which is stated on line when it comes to availability of an item.
  
  What is your policy on pricing and availability?
  Your receipt of an electronic or other form of order confirmation does not signify our acceptance of your order, nor does it constitute confirmation of our offer to sell. David's Bridal reserves the right to accept or decline your order for any reason at any time. David's Bridal reserves the right at any time after receipt of your order, without prior notice to you, to supply less than the quantity you ordered of any item...
  
  FAQs: Shopping for Dresses - David's Bridal (davidsbridal.com)
  
  If you like additional assistance with stock checking, please contact us at ###-###-####.
  
  Best,

  DBI

  Customer Answer

  Date: 04/07/2023

  [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:
  David bridals reply has not addressed the issue of accepting payment for items not in stock. David’s bridal holds payment for up to 10 days prior to issuing a refund. consumers funds should not be excepted if items are not in stock, nor should they be held for any length of time, if item is not in stock. David’s bridal is borrowing money from consumers without their knowledge.
  
  Regards,
  
  *************************
  

  Business Response

  Date: 04/08/2023

  Hello ***,
  We apologize that we are unable to immediately refund a customer once an item is not in stock. There are processing times in place for all orders.
  Again, if you are looking to purchase and would like to ensure the item is available, please contact us for assistance before order placement. 
  Best,
  DBI

  Customer Answer

  Date: 04/11/2023

  [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:

  Customer funds should not be debited  until item has shipped. 
  perhaps a state law?
  
  Regards,
  
  *************************

  Business Response

  Date: 04/19/2023

  Hello ***,
  Please review our policies before placing an order or contact us to verify stock before order placement.
  David's Bridal Help (davidsbridal.com)
  Best
  DBI

  Customer Answer

  Date: 04/21/2023

  [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:

  Davids Bridal website confirms sale of product to consumer by accepting consumers payment and following up with purchase confirmation email prior to acknowledging product is out of stock. I view this as fraud, selling items out of stock while accepting consumers payment. Payment should not be processed until item is in stock and shipped. At multiple times of purchases, Davids Bridal did not notify me, the consumer, processing my funds would be transacted prior to item availability.

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

  Business Response

  Date: 05/09/2023

  Hello ***,
  We apologize that we are unable to immediately refund a customer once an item is not in stock.
  Again, if you are looking to purchase and would like to ensure the item is available, please contact us for assistance before order placement. 

  If you are looking for a different outcome, please clarify how we can assist. 

  Best,
  DBI

  Customer Answer

  Date: 05/09/2023

  [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:
  
  Requesting policy changes in regards to collection of consumer funds when item is not in stock and/or prior to shipment. Consumer should be refunded immediately if above mentioned occurs. Davids Bridal should not hold funds for up to ten days if item is not in stock. Nor should consumer funds be processed prior to shipment.

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

  Business Response

  Date: 05/16/2023

  Hello,

  We are always looking for ways to improve our store experience and appreciate you bringing this to our attention.

  We will pass this along for review of this policy.

  Best,

  DBI

• Initial Complaint

  Date:04/03/2023

  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 online with davids bridal on 2.27.2023 for bridesmaids dresses, with rush delivery to correct an issue that a saleswoman in store completed. original dress was ordered in the wrong material so I had to try to order anything that would come in time. this order - order #********** was placed on 2/27/23 for 2 dresses. I processed the required returns and generated 2 RMA's for each dress. I packed them up and sent them back with both dresses in the box as I have done plenty of times before without issue. I used one RMA label to ship and put the other in the box. RMA #'s ********** and **********. I called shortly after making sure they were delivered back which they were received by DAVIDS BRIDAL on 3/10/2023 and a refund should have been issued promptly there after. I received one email that ONE dress was process RMA # ********** in the amount of $139.52, well still no refund to my card has been processed and I have called back in 2 more times to speak with customer service to avail no resolution. RMA # ********** in the art of $152.02 is still showing as pending although it shows the item as received by davids bridal on 3/10/2023. im seeking my refund that should have been processed for both gowns that davids bridal has in their possession and customer service keeps giving me a run around telling me that they have been processed. I will continue with my complaints until my card #**** is refunded for both dress amounts. this is an absurd amount of time to be waiting for credits issued when in the past davids bridal has issued my credits to my cars before I even receive the return confirmation email. this is a horrible client experience considering you are holding over $300 of my money while you have the items back in your possession

  Business Response

  Date: 04/05/2023

  Hello *****,

  Thank You for reaching out. Our team has confirmed the refund was completed on 4/3. Please allow 3-7 business days to see the refund in your account. If you do not see it by then, please let us know. 

  Best,

  DBI

  Customer Answer

  Date: 04/11/2023

  [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:as of this morning I have check my card #**** used for the purchase and I see ONE of the 2 refunds issued for $152.02, and referenced for 2/27 which the dress as returned and received by davids bridal on 3/10/2023. Im still missing the credit for the amount of $139.52 from RMA #**********. that credit still needs to be issued for the other dress in that return. once that is refunded the issue will be resolved. its been enough time and still not there. 
  
  Regards,
  
  *****************
  

  Business Response

  Date: 04/19/2023

  Hello *****,

  Our system shows it was refunded. Please verify with your bank or credit card that you have not received this refund.

  Best,

  DBI

  Customer Answer

  Date: 04/21/2023

  [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 have verified it with my bank that the credit was not received. I even referenced a refund trans # that I was given weeks ago from another associate whom attempted to assist me. the credit is not on my account for the remaining $139.52. I have one credit in the same amount issued from DAVIDS BRIDAL but that was for a totally different order and dress that was returned prior to the purchase and return of these two dresses. I will not let this complaint close out until im issued the additional 139.52 from the dress that I sent back. I understand that davids bridal is claiming another bankruptcy but your inconsistent treatment and lack of productivity is not my problem. you have the dresses that I sent back and only issued one credit to my account and BACKDATED it to the date of purchase and the dresses were received by you on 3.10.23. I have attached my CC statement and the transactions since my statement which shows the ONE BACKDATED refund that you processed. im still missing the 139.52 or the 2nd dress in the order that was returned. please issue my credit asap before I take the complaint further.
  
  Regards,
  
  *****************
  

  Business Response

  Date: 05/09/2023

  Hello *****,

  Our ecommerce team will be contacting you to further assist. 

  Best,

  DBI

  Customer Answer

  Date: 05/09/2023

  [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: ive yet to be contacted and I checked again with my bank and to no avail received the same response that the credit has not been issued. I will dispute the charge if I am not refunded as an unauthorized charge from a merchant
  
  Regards,
  
  *****************
  

  Business Response

  Date: 05/23/2023

  Hello,

  Our team advised that you were contacted, and this was resolved. If this has not, please let us know.

  Best,

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

  Customer Answer

  Date: 05/25/2023

  [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 issue has not been resolved. unfortunately you were misinformed, I have not spoken to anyone representing Davids Bridal, I have no voicemails or missed calls or emails in regards to anything from anyone on your side. I checked my cc statement this morning after seeing this message and still no credit has been made back to my card for the dress in question that was sent back in MARCH! we are now approaching June and I want my money back.
  
  Regards,
  
  *****************
  

  Business Response

  Date: 05/30/2023

  Hello *****,

  Our team has been trying to reach out to you. 

  Please provide us with the best contact info and time of day to contact you for further assistance. 

  Best,

  DBI

  Customer Answer

  Date: 06/01/2023

  [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 touch with a rep via email and just day before yesterday I sent her back my statements showing that the credits still have not hit my account no matter what transaction information you give me it doesnt help . im waiting on a new response I will not be satisfied until the credits hit my account 
  
  Regards,
  
  *****************
  

  Business Response

  Date: 06/17/2023

  Hello *****,

  We have notified our ecommerce team and they will be in contact with you again. We truly apologize for any inconveniences. 

  Best,

  DBI

  Customer Answer

  Date: 06/21/2023

  [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: the last person to contact me via email was ************ and her email still insisting upon that they were submitted. im missing a credit and I wont stop until I receive it. no matter what reference # or transaction id you provide me that information means nothing to my  credit card company in regards to a credit that is floating around in thin air. I have provided hard evidence, sending over my credit card statement for the time of purchase and every month there after showing proof that I did not get the last refund that I am owed. I am sick and tired of fighting for my money - its there in plain sight its missing. reissue my credit so this can stop
  
  Regards,
  
  *****************
  

  Business Response

  Date: 01/26/2024

  Issue has been resolved.

  Customer Answer

  Date: 01/26/2024

  [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:03/28/2023

  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.

  In Oct 2022 I purchased a dress cash and returned it two days later. I was told they would send me a refund for the amount I paid which was 165.00 plus tax. I've tried for several months tog etc my money back and they keep giving me the run around. They keep telling me the check has been sent out everytime I call or speak with a rep but there has been no refund returned not me.

  Business Response

  Date: 04/12/2023

  Hello ****,

  Thank you for reaching out to share your concern.  We are so sorry for the complications you've experienced with receiving your refund.  This is not the level of service which we strive to provide for our guests.

  Please know that we have researched this matter with our sales audit team.  We can confirm that a check has been issued and mailed to you.  You should be receiving it shortly. 

  Thank you for your patience with this matter. 

  Best,

  DBI

• Initial Complaint

  Date:03/23/2023

  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.

  My mother purchased a dress in January for my wedding in May. She never took it out of the bag removed tags or wore it. She decided she wanted to exchange it for another dress and was told that she couldn't because of the 60 day rule. It was just out of that. I purchased the new dress since they were unwilling to do anything but the policy is ridiculous. They have tags that show the dress was from them and it was barely out of the 60 day period. I feel like they need to rethink their policies because they are going to continue to lose customer especially since there was no refund being asked

  Business Response

  Date: 03/29/2023

  Hello ********, 

  Thank you for reaching out to share your concerns.  We are so sorry that your mother's initial purchase did not ultimately meet her needs.  So that we may look into your request, can you please provide us with the following information? 

  -Your mother's full name and telephone number

  -Store location in which she purchased

  Thank you,

  DBI

• Initial Complaint

  Date:03/15/2023

  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.

  We went to try on bridesmaid dresses at David’s bridal in Frisco. The solution the sales rep gave us to see the color/fabric was to order a sample dress in a size/style we knew we weren’t going to go with to see. We ordered this sample with the understanding that we would have NO issues returning the dress. The bride picked up the “sample” 03/09. We saw the color/fabric and the bride did not like it. I, a bridesmaid, came to the same location on 03/15 to return the dress and couldn’t. The cashier let me know they had, had issues with their system and the system did not reflect the dress had been picked up on 03/09. She let me know it was taking 30-40 minutes for their system to reflect the status as picked up. I came back on 03/15, 2-3 hours later and the system still didn’t reflect the dress has been picked up so that she could provide me a refund. After speaking to the manager she let me know there was nothing that could be done and she would need to follow up. This was after everyone guaranteed we wouldn’t have any issues. I called the 800 # provided on the website to ensure I wouldn’t have any issues returning this dress at a different location closer to home. After 40 mins he said I can’t guarantee but I called the location and they know you will Come. At this point, I have WASTED my time, gas and nothing has been resolved. It is incredibly irritating that this sample no matter the size wasn’t available for us to see. At this point, we will not be ordering anything for this wedding. No one has been able to resolve anything. Seems like this company needs to give their management more authority in order to provide a better experience to their customers.

  Business Response

  Date: 03/24/2023

  Hello *****,

  Thank you for reaching out to share your concerns.  We are so sorry to learn that this purchase did not ultimately work out for you.  We also apologize for the miscommunication regarding this issue, and any inconvenience this may have caused you or the bride.  

  Please know that we have researched this matter.  We see that this refund has been completed.  We have also spoken with our store team and this matter will be addressed with the appropriate team members to ensure we use better communication with our customers moving forward.  Thank you for bringing this training and coaching opportunity to our attention.

  Best,

  DBI