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:01/18/2023

  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.

  David bridal refused to give me a refund on a dress that was completely paid off with paid alterations because they said I abandoned my dress after saying I could keep it on hold with only the balance of 03 cent. Not once did they ask what happened for the reason I wasn't able to pick up my dress instead they made me wait two months just to tell me our abandonment policy's states we could not reach you so instead of offering me a store credit or a refund they told me sorry we will not refund you or give you a store credit even tho we have proof you paid the dress off and never received the item you paid your hard earned money for yeah ???? so thank you for not caring about a paying customers

  Business Response

  Date: 01/31/2023

  Hello ********,

  Thank You for reaching out to us. We have worked with the store and they will have the gown ready for pick up.

  The refund or exchange policy has since then expired, however, you will be able to collect your item. They will contact you for pick up once the gown is back in the store. 

  Best,

  DBI

• Initial Complaint

  Date:01/10/2023

  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.

  Date of transaction was 11/05 for the total amount of $1,167. $849 for wedding dress and vail $251.95. The day of the transaction I was told that I could refund my items within 7 days of purchase. When I returned to the store 11/26/22 to try on my dress and take it home, the employee helping me asked if I was okay because I appeared upset. I explained that I have since realized I purchased my dress from the experience and not because the dress was for me. The experience was horrible from clothing options to the "customer service" that was provided. At that time the employee offered me to make another appointment for the experience and a possible exchange of my items. I explained that I live an hour away and didn't want to travel again and asked if I could have full refund, she told me they do not offered refunds. This is the second time I was lied to by an employee at David's Bridal. 01/07/22 I am speaking with another bride, and she informs me that I was lied to on 11/26/2022. She Bring's up David Bridals FAQ's online and it states online that I can return merchandise purchased from the store within 7 days of receiving the items. I call the store in Richmond 01/08/2023; they tell me they could offer an exchange; I then ask to speak with a manager and reference the website. When the manager calls back, she apologizes and claims to understand. She proceeds to tell me that the website has always said that, but they do not honor the website. She then stated they also had a policy change she thinks 12/1/22 but she was not able to find the policy and if I would have picked my dress up 12/1/22 or after I could have a refund. I have since asked to see the policy, speak with a different manager or corporate and the company will not provide any of the information I ask for and continues to offer an exchange and I have yet to speak with a manager. I would like a full refund, Soley based off of their policy, I have yet to go into their customer service and how bad it is.

  Business Response

  Date: 01/14/2023

  Hello *****,

  Thank You for reaching out to us. After further investigation, our store team advised they have spoken with you and are proving an exchange.

  Please contact the store for further assistance. 

  Best,

  DBI

  Customer Answer

  Date: 01/20/2023

  [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: As a company, you are to honor what is provided by your business to the consumer and you have not. The website says I can receive a refund within 7 days of receiving my merchandise. The manager at the Richmond store does not want to honor the policy and tried to add what it means as in it means if you buy it online that is when you can refund items. That is not what the website says. I asked standing in your store for a total of 45 minutes with dress in hand asking for a full refund and was told no, you do not offer refunds. That is incorrect. Again, I am requesting a full refund. 
  
  Regards,
  
  ***************************
  

  Business Response

  Date: 01/25/2023

  Hello *****, 

  In order to further review this refund request we will need a full picture of your entire receipt.

  Best, 

  DBI

  Customer Answer

  Date: 01/26/2023

  [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:01/07/2023

  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.

  Hi- I went to the David's Bridal store near me and tried on dresses but they did not have the size I needed. I placed an order online and received two dresses. They arrived on December 22nd. I decided to keep one of the dresses but attempted to return the second dress on January 6th. I went to the store to do the return and they acknowledged that the dress was not worn and was in new condition but said it had been more than 7 days since I received the dress and therefore they could not accept it back. I said I would take a store credit but they refused to issue one stating that it was purchased online and not in the store. I explained that I came to the store and attempted to purchase in store but the size was not available and that was why I had to purchase online. They told me they could give me a customer service number to call. I attempted to contact David's Bridal through text message. They told me they could only facilitate an exchange for an item. The problem is that I don't currently have a need for a fancy dress so I'm trying to get either my money back or a store credit. I pointed out that with the holidays, there had not been seven business days available. Seven days during the holidays seems unacceptable as a return period. I'm stuck with a dress I don't want that is in brand new condition.

  Business Response

  Date: 01/10/2023

  Hello ******,

  Thank you for reaching out to share your recent experience.  We are so sorry to learn that you were not ultimately satisfied with your order. 

  Unfortunately, we are unable to make an exception for a return for you at this time.  However, you are eligible for an exchange up to 60 days from the date you received your items.  

  To complete an online order exchange, you must complete a return and place a new order of equal or greater value.  Please keep in mind that a purchase of equal or greater value does not have to be for a dress.  It can be for any combination of things that will meet that amount.  There are several items available on the website that are everyday use items: shoes, jewelry, undergarments, gifts, etc. Please contact us to assist you with both your return and placing your new order; text EXCHANGE to ***** or call ************** Monday–Friday, 10 AM8 PM EST.
  
  Thank you for your understanding. 
  
  Best,
  DBI

  Customer Answer

  Date: 01/12/2023

  [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:
  The sizing for the items they sell are all over the place.  They should issue a merchandise credit and at least let me shop in store.  If I order another item, I'll likely just end up having to return it.  They should not make this so complicated for the customers.
  
  Regards,
  
  *****************************
  

  Business Response

  Date: 01/31/2023

  Hello ******, 

  Thank you for following up with your reply.  Unfortunately, we do not have the ability to provide an in-store credit for online returns at this time.  However, we do provide Size Guides for our online merchandise, which we hope can help you in making a new selection. 

  We appreciate your feedback and we will be sure to share it with the appropriate parties so that we may improve our processes moving forward.  Should you need any further assistance with your exchange, please reach out to us by texting EXCHANGE to ***** or call ************** Monday–Friday, 10 AM8 PM EST.

  We hope this information helps.

  Best,

  DBI

  Customer Answer

  Date: 02/04/2023

  [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 business engages in terrible return policy practices and does not assist customers in store.  Fortunately, I filed a complaint with ****** and they agreed to refund the money given the stores terrible policies.
  
  Regards,
  
  *****************************
  

  Business Response

  Date: 02/09/2023

  Hello ******,

  Thank you for reaching out to follow up on this matter.  We would like to apologize for the frustrations you've had with us.  We strive to make our return process as simple as possible and we are sorry for falling short of your expectations.  Thank you for sharing your feedback.  We will share will the appropriate parties to provide a better experience in the future.

  Best,
  DBI

• Initial Complaint

  Date:12/26/2022

  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.

  On Tuesday November 15th David's Bridal in Roanoke Va received up front payment of around $300 for wedding dress alterations. The alterations promised were shortening the straps, taking in the bust, hemming the front of the skirts to the length they were pinned in the fitting, and cutting the outer tulle skirt to match the inner skirt length after hem. The dress was returned wrinkled and not in protective plastic. The straps were not worked on at all, in their original condition. The bust was taken in as discussed and met customer expectations. The hem was left too long, with exposed raw fabric edges and loose threads visible from a distance, and looked to be in worse condition. The tulle was cut unevenly, has jagged edges, and is in worse condition than when the dress was dropped off. Both of these fell short of the level of service that was promised and did not meet customer expectations. When a refund was requested, including for services not rendered, this request was denied. David's bridal offered to fix the dress, but with the lack of skill demonstrated and only two weeks remaining to ceremony where dress is to be worn, the bride decided this was not sufficient response.

  Business Response

  Date: 01/03/2023

  Hello *********,
  Thank you for reaching out to us. Our store would be more than willing to fix any alteration issues before the event at no charge.
  We will not be able to issue an alterations refund. Please contact the store for further assistance on correcting any issues.
  Best,
  DBI

  Customer Answer

  Date: 01/05/2023

  [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: the David's bridal team lacks the skill to "fix" the mess they made. I personally sew, and know quite a bit about sewing. The lack of care, skill, neatness, and ability to complete ALL tasks in a given time frame is unacceptable for any business, let alone one as large as David's Bridal. The customer service is sadly even worse. I have never in my life paid so much money to be treated so poorly as a customer. There are services that I paid for that were not even received. The bare minimum response should be a refund for services not rendered and an apology. Let's start there. The straps of the dress were not touched at all, and I paid $25 for them to be shortened. I have already fixed the dress myself (which took me two days compared to the month they had the dress) and it looks so much better. I do not want nor need the David's Bridal team to "fix" it. I am asking for a refund for services not rendered.

  Business Response

  Date: 01/17/2023

  Hello *********,

  Our team has been trying to contact you to discuss your refund request. 

  Please contact the store as soon as possible. 

  Best,

  DBI

• Initial Complaint

  Date:12/21/2022

  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.

  I made a purchase on 9/21 for a total of $229.55 and I received a confirmation email. The order was shipped on 9/23 and I received another confirmation email. I received the order as expected on 9/29. Out of the four items ordered, I returned three of them. The returned items were the :1. Crystal-adorned transparent mesh pointy toe flats for $49.99 +TAX.2. Big Bow Satin Mules for $49.95 + TAX.3. Pointed toe satin block heels with crystal strap for $79.95 +TAX. I have called David's bridal on 11/3 about my return and they said it would be refunded typically within two statement cycles, which I interpreted as two months. Despite my dispute of the timeline they said to wait. I called again on December 19th but their office were closed. So I emailed them via their website a couple days ago. The message said they would respond n 48 hours but I have not seen a response. I would like a refund on my items totaling $194.06 including tax.

  Business Response

  Date: 12/26/2022

  Hello ***,

  Thank You for reaching out to us. We were able to review with our team and finalized the refund for you. 

  We truly apologize for the delay. Please allow 7 business days to see this refund in your account. 

  Best,

  Jessica M

  Customer Answer

  Date: 12/29/2022

  [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:12/20/2022

  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.

  I purchased my bridal shoes on 11/25- I was taking advantage of the black friday discount and my extra 5% off and although at checkout my purchase showed accurate pricing I was emailed an invoice (attached) that was showing a charge of $14.22- I have had to reach out on 3 separate occassions now trying to refund the discount I was promised by 3 different reps. I was told at first it would be processed in 7-10 business days, then by the 15th, today I was told my refund still hasn't been addressed by finance. First and foremost, I was charged incorrectly- a price I did not agree to, I have also wasted 3 hours of my life going back and forth with no resolution, now I'm being told this wasn't even filed and they will file it almost 30 days later? Absolutely unacceptable and unethical. At this point I'd rather return the shoes but I can't even do that because I dyed them- this is seriously the most bait and switch business practice ever and a waste of my time to have to fight for David's Bridal's mistake. Let's speed up the back and forth nonesense and correct your error... You need to do better for the brides that don't need added stress in their lives- your reputation and attention to customer service speaks volumes of your business. My name: ************************* Email: ********************** Zip code for purchase: ***** Order Number: **********

  Business Response

  Date: 12/26/2022

  Hello *******,

  Thank you for reaching out to us. Our system indicates your refund of $14.22 was completed 12/21/2022. 

  Please allow 7 business days to see this refund in your account. 

  Best,

  DBI

• Initial Complaint

  Date:12/20/2022

  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.

  II purchased a wedding dress on 10/29/2022 at David's Bridal in South Burlington, VT for $1,199. I scheduled an appointment ahead of time, when I arrived the stylist was very rude, told me I had an hour and showed me the one rack of dresses, she then disappeared. The stylist did not help at all in any part of helping with the shopping/buying experience. She never offered to help pin up the dresses or assist with anything. When I went to pick up the dress, I did not love it. I expressed that to the stylist and was told I can return for store credit within 60 days. I trusted the store knew their return policy. On 12/14/22 I was curious and looked up the policy myself, their website states you can get a full refund within 7 days. I don't know why this option was not offered to me when I picked up my dress as I had expressed that I didn't like my dress at all. I have contacted corporate and was told to contact my local store. I have called and explained everything. I was supposed to hear back within 2 days, nothing. I called them and they didn't have an answer yet. I waited two more days and called back again, and they had never followed up with corporate. They finally called me back and said they have a strict return policy and will not refund me for my dress. They will only give store credit for 60 days after purchase. I expressed that after such an awful experience that I do not want to shop again with them.

  Business Response

  Date: 01/05/2023

  Hello *****,

  We are sorry to hear the purchase is no longer needed and you are looking for a refund to your purchase. We do apologize that you were not verbally made aware of our return policy and its terms, however we do have signage in our stores, on the bottom of your receipt, and on our website that explains the policy. As we are a specialty store our policies are slightly different than other stores and each company has their own policies in place. Our store advised that you were provided with the store credit. As we do know that this may not be your ideal resolution, the great thing about our store credit is that it never expires, can be used in any David's Bridal store in the United States, by anyone you choose, for any items including items that need to be ordered.  It can also be used towards alterations, and we do alter non-David's Bridal merchandise as well.

  Please contact the store for assistance with using your store credit. 

  Best,

  DBI

• Initial Complaint

  Date:12/17/2022

  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.

  Put my wedding dress in layaway was told at time at check out that if I need extension on time to pay off just to call and let them know I called on 12/16 to let them know I need a two week extension and I will pay dress in full on 1/6/2023 two weeks later The lady was very rude and told me I was lied to and I would loose my entire deposit and my dress would be cancelled

  Business Response

  Date: 12/30/2022

  Hello ********, 

  Thank you for reaching out to share your concern.  We are so sorry to learn of the miscommunication from your stylist regarding our policies.  This is not the type of service we wish to provide for any of our guests.  This matter has been addressed with the appropriate parties to ensure this does not happen again.

  We have researched this matter with our store management teams.  We understand that a new transaction was made to correct the mishap, and this matter has been resolved.

  Again, thank you for bringing this to our attention so that we may grow as a company. 

  Best,

  DBI

• Initial Complaint

  Date:12/16/2022

  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.

  I purchased my wedding dress from David's Bridal and got alterations with them. At my first alterations appointment, the lady was very nice and she helped pin the parts of my dress that needed to be fixed. This included; shortening straps, hemming, taking out chest padding, and taking in at the bust area. When I went in for my next appointment, the straps were way too tight, they took it in at the waist and not the bust area, and the bust area where the pads were taken out were bunched together. I asked them to fix these things. She said when they loosened the straps it would help with bunching. I then returned a third time . When I tried it on, the straps were clearly uneven so the dress was sitting uneven, they were still way too tight, and the bunching was still there. At this point, the straps looked like they were going to rip out of my dress and the whole dress was just ruined. I asked if they could fix the straps and the bunching. She told me again when they fixed the straps it would fix the bunching, she even made sure with the manager. I left in tears and came a fourth time. This time, the straps were even but they were still too tight, tight enough that after 5 minutes there were red indents and the bunching was still there. I asked what they could do about it because it wasn't going away and they said we can take it in at the bust. They proceeded to pin it the EXACT same way as the very first time and I told them that's how it was pinned the first time, yet it was taken in at the waist and not the bust. She told me that they take it in at a taper and it would fix the bunching. However, there was so much extra material on the bust that it needed to be taken in there too and she basically told me it didn't but that she would pin it anyway. I left in tears again. I had to go back for a fifth appointment and I felt like my wedding dress was ruined. After 5 tries they couldn't figure it out and I just need my money back so I can buy a new dress.

  Business Response

  Date: 01/03/2023

  Hello ****,

  Thank you for reaching out to share your experience.  We are terribly sorry to learn of the complications with your dress.  This is not the level service we wish to provide for any of our brides.  Please know that we have researched this matter with our store and regional management teams.  We would like to offer you a full refund on your alterations and a 50% refund on your wedding gown purchase.  Our store manager will be in touch with you via telephone to complete the refund.  You may also reach out to the store directly at your convenience. 

  Again, we are so sorry for the inconvenience this has caused you.  We wish you the best of luck with your upcoming nuptials. 

  Best,

  DBI

  Customer Answer

  Date: 01/04/2023

  [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.  Thank you very much! 
  
  Regards,
  
  ***********************
  
  

• Initial Complaint

  Date:12/15/2022

  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 Picked up a dress on 12/5 and tried returning it 12/14 because the wedding was cancelled. I was told that since it is 2 days outside their 7 day return policy, they cannot refund me. They are very firm on their 7 day return policy.I just want a refund and to return the dress because the wedding has been cancelled.

  Business Response

  Date: 12/19/2022

  Hello ****,

  Thank you for reaching out with your concern.  We are so sorry to learn that your purchase did not ultimately work out for you.  So that we may investigate this further, can you please provide the following information?

  -Full name and telephone number of customer

  -Full name and telephone number of Event Holder/Bride

  -Event Date

  -Store Location Visited

  Thank you,

  DBI

  Customer Answer

  Date: 12/23/2022

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