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

  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: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.

  I purchased 2 dresses online on 2/20. An associate with David’s Bridal actually completed the transaction for me and my order number is **********, $308.08 At the completion of the order, I asked if the dresses didn’t fit, could I return them to the local store. She said, yes I could or I could email her directly for an RMA. I ordered 2 of the same dress, in different sizes. My sister is a seamstress and she was coming in town 3/4- 3/10. She felt the alterations that needed to be done were too extensive, so on 3/12 I inquired about an RMA and was told I was past the 7 day window for a return. I was never told about a 7 day window and if I had been informed of that, I wouldn’t have placed the order at that time, since my sister wasn’t coming until 3/4. I feel I should have been made aware of this. I was told I could exchange the dresses within 60 days. I began looking. Today, 3/15, I found 2 dresses I wanted to exchange and I was told the exchange has to equal or be more than my original purchase. I purchased 2 of the same dress to see which one would fit, so the cost of 1 dress would have been about $150. The 2 dresses I want to try are about $200. The associate on the chat today said I have to purchase more items to equal $308. So basically I have to purchase other items I don’t need. I asked what I need to do if these items don’t fit and she said I can go through this exchange process again until something works. Also, I have to purchase the new items and then they will issue me and RMA that takes 14 days to process. Now I’m spending another $308, to hopefully get back my original $308 and if these items don’t fit, I have to continue this exchange process until I find something I like. This is not a *******, that has everyday items. This is a speciality store, for formal wear you wear to a formal event, that comes around once a year, if that! The 7 day return policy is unreasonable and the purchase of exchange items and waiting 14 days for a refund is unfair.

  Business Response

  Date: 03/16/2023

  Hello *****,

  Thank you for reaching out to share your concerns.  We are sorry to learn that your purchase did not ultimately work out for you.  Please know that our return policy is posted on our website for our customers to view before making purchases.  We deeply apologize that you are unhappy with our policies. Please know that our policies are company-wide,and we cannot stray from those policies for any one customer.  We are so sorry for any inconvenience this may cause. 

  Thank you for your understanding. 

  Best, 

  DBI

  Customer Answer

  Date: 03/31/2023

  [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 purchased these dresses COMPLETELY through your online customer service person. While you may say the return policy is disclosed online, your online person never disclosed it to me. I never looked at your website for any return or exchange policy. I was simply browsing dresses and entered a chat to see how to purchase online. You have MANY dissatisfied customers in the reviews of your dresses and I only wish I had read them sooner, because I would not have purchased from you!

  I purchased 2 sizes of the same dress and you won't even let me exchange just one of them! I have to make another purchase for the same amount or higher! Why can't I exchange part of the order? You're exchange policy is not customer friendly either!
  
  Regards,
  
  ***************************

  Business Response

  Date: 04/04/2023

  Hello *****,

  Thank you for following up with us regarding your experience.  Again, we are sorry to learn that you are not happy with our policies.  We appreciate your feedback and will be sure to pass it along to the appropriate parties.  Thank you for your understanding. 

  Best,

  DBI

  Customer Answer

  Date: 04/05/2023

  [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 don't accept your policy because it wasn't disclosed to me when your customer service person did this whole transaction for me! Just because I was browsing your dresses online, in no way means I looked at your return policy. That policy should have been disclosed verbally during the transaction. I would have handled this appropriately had I been informed.

  I have looked online everyday for something to exchange for these 2 dresses and I haven’t found anything yet. You’re a specialty store and your exchange policy states I have 60 days to exchange my purchase. What happens after 60 days? Do you just keep my money and I’m stuck with 2 dresses worth $300 that don’t fit me? Do you not see how ridiculous this is? You won’t issue a refund and if I can’t find something to exchange, you win and as a consumer, I lose!! You’re not even willing to do something for me when I purchased 2 of the same dress! They don’t fit and it’s very frustrating that you are unwilling to help a customer, who wasn’t informed by your associate, of the return/exchange policy! Why are you so unwilling to help a customer? Please give me an answer besides, I’m sorry you don’t agree with our policy and we’ll forward your concern to the appropriate person. Who is that person and why can’t I speak with him/her?

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

  Business Response

  Date: 04/12/2023

  Hello *****,

  Thank you for reaching out to follow up.  We are sorry that you are not pleased with our policy.  Please understand that unfortunately, we are unable to make an exception for any one customer, as we must remain consistent with our policies company-wide.  Thank you for your understanding. 

  Best,

  DBI

  Customer Answer

  Date: 04/12/2023

  [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 business did not verbally disclose its return policy to me, when their associate completes an online transaction on my behalf! 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:03/13/2023

  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.

  On March 4th 2023 I purchased two dresses from David's Bridal-Scarborough. I paid with cash. I was not informed that there was a issued with the form of payment I made. I further observe on my receipt that I could get a refund in the form of payment I used to purchase. On March 9th ( with the 7 days stated for refund) , I went to get a refund. I was told that because I paid with cash, I would have to wait 20 days for a cheque to be mailed to me. I was never told that and my receipt states otherwise. I am now left without a dress for my event in less than 5 days. It will be my 50th birthday Party. Note that I did not want the time to return pass so I left the dresses at the store. I have my receipt however. I have since contacted several different individuals and departments with the organization and they all saying mail cheque. It is unfair for me to wait 20 days for a cheque as I need my money to be able to purchase a dress for my event. Furthermore, the receipt stated that " I would be refunded in the form of payment I used to purchase. "I am reaching out to your organization for assistance to have the matter resolved promptly. I need to get back my money so I can purchase my dress. I can facilitate a refund on.my debt card as well. Thanks " ****** "

  Business Response

  Date: 03/27/2023

  Hello ******,

  Thank you for reaching out to share your concerns.  We are so sorry to learn that your purchase did not ultimately work out for you. 

  Please know that we have researched this matter with our store management teams.  We understand that you have been provided with a cash refund, as requested.  We hope that this resolution suits you. 

  Best,

  DBI

  Customer Answer

  Date: 03/30/2023

  Hello Again,

  
  

  Thank you for assisting me with the issue of cash refund from David's Bridal.

  I received the  cash refund as requested and I am satisfied with this resolution.

  This is all I wanted in the first place.

• Initial Complaint

  Date:03/05/2023

  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.

  This is a letter for guarding my complaint against David's Bridal. On February 25, 2023 I went into the Davids Bridal location on 45 W. 25th St. I was in this location looking for a dress that I need to wear on March 10, 2023.Upon finding the dress that I needed, alterations were needed to make the dress a perfect fit and I paid over $263 in addition to the $163 for the dress. I returned to the David's Bridal location or March 3, 2023 to try on my dress and pick it up to make sure everything was customized way I need it to be. As I take the dress out of the garment bag, I noticed that the dress look like it was damaged they were spots, scrapes and there was a pen mark on the back of the dress. The only excuse I got was that it was the error of a new employee who took care of the dress. I addressed these complaints to management and he refused to refund me for the damage the stores alterations department caused. The manager only agreed to refunding me the dress. But no credit or discount for the alterations. This is absurd and this store takes no ownership for their error. The manager made me feel cornered because he knew I needed this dress in less than a week. I don't live close to this store and made special trips for this item.

  Business Response

  Date: 03/09/2023

  Hello ******,

  Thank You for reaching out to us. After further investigation on this matter, we have found that the resolution suggestions provided by our team were declined, and a refund for the gown was instead provided.

  Unfortunately, after speaking with the corporate alterations department as well as the regional director, we will not be offering further compensation.

  Best,

  DBI

  Customer Answer

  Date: 03/19/2023

  [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:

  Nobody takes accountability for the alterations department. The only excuse given to me was that a new person who lacks experience caused the damage to the dress. I will never do business with this company again and I will also be telling friends I know who are getting married about how awful this store is. 

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

• Initial Complaint

  Date:02/22/2023

  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 purchased a wedding dress from *****'s Bridal on 1.8.23. I went back in on 1.13.23 because I saw that they had not given me the discount I was promised. They gave me a credit back to my account that day. Then on 2.10.23, my dress was ready and I went to pick it up. It was not up to quality so I went to return it on 2.11.23. The associate and manager informed me that according to their system, I had already returned the dress and that they couldn't give me a refund without talking to their corporate office and IT. I have a voice recording of he manager fully explaining the situation and that I *am* due a refund. They accepted my return and promised that they would speak to corporate and get me a refund on Monday 2.13.23. It has now been 11 days and although the store associates and managers have shown me their many efforts to get corporate to refund ************* is not cooperating. I have essentially been stolen from. They have accepted my return and have not given me my money back. I have all of my receipts and have sent my credit card statements to the manager who assures ************ has seen them.

  Customer Answer

  Date: 03/02/2023

  Good Morning,

  
  

  The store has finally been able to work with corporate and they gave me my refund. Thank you for your help in resolving this issue. 

  
  

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

• Initial Complaint

  Date:02/13/2023

  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.

  I purchased 4 items from *****'s Bridal via their online website. I received items on 1/13/2023. I then requested a return printing label on 1/14/2023 to return and ship 2 dresses back. They provided me two separate shipping labels, one for each dress. I called *****'s Bridal on 1/16/2023 to ask if I could send my 2 items (dresses) back in the same box that they were shipped to me- the *****'s Bridal representative said "Yes". I shipped the two dresses back to *****'s Bridal using one printing label and one box. I called *****'s Bridal again to make sure this was okay, they second representative advised yes. *****'s Bridal informed me they received box on 1/19/2023. Their online refund policy states your return is to be processed within 14 days of receiving returned items. For one of the dresses I sent back, refund has been processed and completed and I have received my money back. For the second dress I sent back, the status still says return pending. The return has not been processed at all. I have called *****'s Bridal 9 times since they have received my returns and I have received 9 different answers, apparently all lies. I just would like my money back. I am getting married on April 29, 2023 and that $870 I am missing is a huge inconvenience. I have requested to speak to manager's, and/or an escalations team- they do not have any from what the customer service representatives all tell me.

  Business Response

  Date: 02/15/2023

  Hello *******,

  Thank You for reaching out to us. After further investigating our system shows the refund was issued 2/13.

  Please allow **** business days for this to reflect in your account. 

   

  Best,

  DBI

• Initial Complaint

  Date:02/10/2023

  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.

  On January 14, 2023 I visited Davids Bridal in ************ and purchased a dress. At the time of purchase, I asked about ordering a smaller size and was told that I would not fit in a smaller size. On February 7, 2023 I went back to the store for an alterations appointment. The seamstress loosely took my measurements over the dress (measurements which are definitely within the size chart of the smaller size) and began pinning. After approximately 2 hours in alterations, I was handed a $585 bill, which I paid. An hour later, I called to ask to have the dress held out of alterations to discuss possibility exchanging for a smaller size. I was told I was definitely within my 7 day return period and someone would return my call by 9pm that night. The following day when I had not received a return call, I phoned the store again to get an update. I was told the shift manager was aware and would be getting with the store manager who would return my call that night. The following day, I followed up again after not receiving a return call. I was then given the name of the store manager and told to call after 2pm the following day. Today, February 10, I called to follow up again and was immediately told by the store manager that the alterations department had already began work on the dress and they would not be able to help me. I reminded her that I called an hour after I left the store and asked to have the dress pulled from alterations and had been diligent in following up every day. Her response was, Im sorry but unfortunately we cannot exchange the dress now that it is being altered. I simply would like for Davids Bridal to make it right by offering the correct size dress.

  Business Response

  Date: 02/16/2023

  Hello ********,

   

  Thank you for reaching out to share your concerns regarding your recent experience with us.  We are so sorry that you were not given the level of service in which you were expecting, and for the complications with the sizing of your gown.  This is not the journey we wish to provide for any of our brides.

   

  Please know that we have reviewed this matter with our store management team and regional manager.  We understand that the alterations work has already been completed on the dress.  However, we also understand that you have been offered a refund in the amount of $200 for the cost of taking in the dress.  Again, we are so sorry for the inconvenience this has caused you. 

  Thank you for your understanding.

   

  Best,

  DBI

• Initial Complaint

  Date:02/08/2023

  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.

  On January 24,2023, took back to our local store a return that I had purchased online. Been dealing with this situation ever since one excuse after another to giving me back my refund. They say they are having IT department issues with getting me a refund. I opened a ****** complaint then I received a call on February 8 2023 from the Davids bridal cooperate office saying that if I cancelled the ****** claim they would issue a refund. I cancelled the claim on ****** now I still dont have a refund. Called back they said that they had to email another department. Keep giving me the run around instead of issuing my refund. Even though they have the dress I returned and my money.

  Business Response

  Date: 02/15/2023

  Hello *******,

  Thank You for reaching out to us. We further investigated and show we issued a refunded on 2/10/23 for the amount of $127.29.

  Please allow **** business days to see this refund in your original form of payment. 

  Best,

  DBI

• Initial Complaint

  Date:02/08/2023

  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.

  My wedding was 07/02/2022, I bought the Forever Kit from David's Bridal in Little Rock AR on 07/10/2022 for $110. I went on a little honeymoon with my husband and when I had some time I sent out the dress on 08/03/2022. I called David's Bridal to check on the status of my wedding dress. They connected me to a third party I wasn't aware that my dress was going to. The lady I spoke with her name was ********* from ******** ***** in Houston TX. She said she didn't see a box, but put me on hold and said she found my box at the loading dock and told me my dress should be completed 8-10 weeks and I should receive a new tracking number. it's been over 10 weeks and I have not received a new tracking number for my dress. I ended up giving her a call and right away Priscilla picks up and tells me my wedding dress wasn't in the box and stated there was a heating pad and remote in the box. My heart dropped and was confused to why when they opened my package she didn't call me right back or reach out to Davids Bridal because they have my information. She then tells me to call *** to start a claim for the missing/damage package. UPS told me they will pick up the box from the store, but I need to let the receiver know. I have called ******** **** every day and left messages and no one would pick up. I finally called Davids bridal CS and they finally got a hold of ********* and she finally calls me back. I let her know *** is coming to get the box for the inspection. After 1.5 of getting a hold of her and my box being inspected. UPS said they would only give me $100 for a $3400 (total $4000 including shipping and alternations) missing wedding dress. It's unacceptable to not let customers know that they using a third party to clean and preserve their precious wedding dress. All I want is for David's bridal to replace my dress with the same designer or reimburse me so I can purchase the same dress.

  Business Response

  Date: 02/09/2023

  Hello ********, 
  
  Thank you for reaching out to us. We truly apologize for the outcome of your experience with the preservation kit. We can refund the amount for the kit that was paid, which was $108.57. Please provide us with a mailing address and the name on your ID in order to have this shipped to you. 
  
  The refund request for the gown should be directed to the preservation kit company. We did investigate this further and was advised by ******** ************ that you would be entitled to a $500 refund as there was no additional insurance purchased for this shipment and can reach out to them for further assistance. 
  
  Best,
  DBI

  Customer Answer

  Date: 02/10/2023

  [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 will not accept their refund for the forever kit and $500 from memories gown when my wedding dress was $3400. Even if I were to purchase their insurance, it would only cover $1000 and that is not even close enough to what I paid for my dress. and what woman in this world would pay extra for insurance just in case her dress went missing? that is crazy. This is utterly unacceptable for a company that handles women’s wedding dresses to allow this to happen and using a third-party that I wasn’t aware and other women are not aware of buying their forever kit. I am not the only person that has lost her wedding dress from purchasing David’s bridal’s forever Kit. If they do not want to resolve this, I will put this out on social media on ****** on the news and have my attorney involved at this point. This situation has mentally and physically damaged my health and because of David bridal forever kit, my wedding dress is forever gone. David’s bridal will be hearing from my attorney
  
  Regards,
  
  *************************************
  

  Business Response

  Date: 03/09/2023

  Hello ********, 
  
  Again, we truly apologize for the outcome of your experience with the preservation kit. We can refund the amount for the kit that was paid, which was $108.57.

  Please provide us with a mailing address and the name on your ID in order to have this shipped to you. 
  
  We did investigate this further and was advised by ******** ************ that you would be entitled to a $500 refund as there was no additional insurance purchased for this shipment and can reach out to them for further assistance. 
  
  Best,
  DBI

• Initial Complaint

  Date:02/05/2023

  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.

  1/16/23 Transaction ******** Totowa NJ store ****; $127.96 paid. 2/4/23 Trans ******** Totowa NJ store ****. Exchange $126.37 (7 items). The return/exchange policy after a customer picks up and returns a dress (2/4/23) is not being properly applied in the Totowa Store. The website and receipt states: ‘We accept returns in-store up to 7 days after you receive your merchandise for a refund to the original form of payment.’ On 1/16/23 I ordered ************ Corset Floral Short Blush in Size 14 and paid $127.96 in full. I received a phone call from the Totowa store 9 days ago telling me the dress was in. The caller did not state that I had 7 days from date of delivery of the dress to the Totowa store. My daughter and I went to the Store evening of 2/4/23. The dress was rejected by my daughter due to poor manufacture (lose threads) and poor fit. We took the dress back up to the front desk and asked for a refund. At that time, the clerk/manager on duty told me that the policy was we had 7 days from notice that the dress had been delivered to the store – ‘you have to come in within 7 days from that phone call to be able to get a refund.’ Clerk/Manager on duty told us our only option was an exchange. The clerk then advised that we would have to leave the dress and bring back the original receipt. We were then told we had 30 days from last night to come back and make an exchange. We picked out 7 items to match the dress price of $127.96. The clerk refunded me $1.59 on my credit card as the ‘stuff’ was less than the dress price. . • On 1/16/23, I was told that I had 7 days from the date we picked up the Dress – not 7 days from when the dress was delivered to the store. I would like the Totowa store to accept the return of the 7 items taken last night as ‘an exchange’ and give me a refund of $126.37.

  Business Response

  Date: 02/09/2023

  Hello ***,

  Thank you for reaching out to share your concern.  We are terribly sorry to learn of this mishap regarding our policy with our store team.  This is not the level of service we wish to provide for any of our guests.  

  Please know that we have looked into this matter with our store team.  We understand that the store management team has been in touch with you and will be processing your refund as requested.  Again, we are so sorry for the complications you've experienced with this request. 

  Best,

  DBI

  Customer Answer

  Date: 02/09/2023

  [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:02/03/2023

  Type:Billing 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 August 19,2022, I ordered 3 dresses from Davids Bridal. I returned two of them to the store and received a credit to my debit card. This is the only purchase I have ever made from this store. On December 22, 2022, there is a $22.49 charge to my debit card from them. I have called customer service multiple times and receive a recording to use their text customer service. I have exchanged multiple texts with customer service. My ticket is ******************. I provide my ticket number, explain the situation, and the person says their shift is over and someone else will help me. The next person says they are looking into it and will get back to me. Every time I use the text customer service, I get the same responses, just with a different name. They all say it is being looked into, they are busy and I need to wait, my previous request for assistance wasnt received, etc. I have all the texts. Why wont they refund the money they fraudulently charged me? The solution my bank offered was to cancel and reissue my debit card, but that creates a lot of extra hassle for me that I am trying to avoid. Can you resolve this?

  Business Response

  Date: 02/15/2023

  Hello *****,

  Thank You for reaching out to us. We apologize for any inconveniences this has caused you.

  We have investigated this matter further and our finance team has advised we do not see the additional charge. 

  They advised to please dispute this matter with your credit card company as they will be able to assist further.

  Best,

  DBI

  Customer Answer

  Date: 02/16/2023

  [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: my bank records show a charge from David's Bridal on December 22, 2022.   I have attached another photo of that charge. 
  
  Regards,
  
  ********************************
  

  Business Response

  Date: 03/04/2023

  Hello *****,

  Please send us a screenshot of the charge showing on your account in order for us to investigate further with our finance team.

  Currently they are not seeing any charges to your card in December.

  Best,

  DBI

  Customer Answer

  Date: 03/09/2023

  [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 I am again attaching a copy of the charge to my banking account.  
  
  Regards,
  
  ********************************
  

  Customer Answer

  Date: 03/30/2023

  I continue To provide the same documents showing my bank account was charged and my text conversations with Davids Bridal customer service.   I also show that I have not placed nor have I received any orders from this company that warrant these charges.  Their response is they dont see the charges.    I have no further proof than to show the money was taken from my banking account and the charge was marked as Davids Bridal.   I have attached a copy of my order summary showing I placed one order in august that is the only purchase I have ever made with them. 

  Business Response

  Date: 04/05/2023

  Hello,

  We apologize for the frustrations; however, our team has checked again, and we do not see any charges on our end.

  Please dispute this with your credit card company or Bank for further assistance in getting this refunded.

  Best, 

  DBI