WILKES BARRE, PENNSYLVANIA -- I am reviewing the customer service as a bridesmaid. I cannot speak for how this company treats their brides, but I can tell you that when it is my time to get married, I will NOT be using this company for any of my dresses.
I have dealt with David's Bridal on 2 separate occasions for 2 different weddings.
The first wedding was Sept 2015. I had tried my dress on in the store and ordered it on-line. When I received the dress, it was the wrong size and wrong color. I called the customer service number to get an RMA# to exchange the dress for the color and size I had originally ordered. I left a total of 12 messages over a weeks time span for both the returns department and the general inquiries depts. It took the bride calling and complaining for anyone to return my call. They did finally get the correct dress in the mail, and I sent back the incorrect dress.
This second occasion, we had tried dresses on in the store Oct 2016. Ordered them in the store and the sales woman stated we should have the dresses by the end of Nov. I didn't think anything of it until around New Year's. I called the 800 number, and was transferred over to our local David's Bridal store (which is a good hour and a half away) to check on the status of my dress. The representative at the corporate office stated because the dress was ordered in store, they did not have access to the shipping information. The girl I spoke to in the store took down my information and said she would call me back. 2 days later, I called again to see what was going on and where my dress is, spoke to another girl who again took my information down. She did call me back, however she had some one else's shipping information. She then said she would call me back. I called back a 3rd time after not hearing from them again, after 2 days. This 3rd girl I spoke to put who I believe was the supervisor on the phone (she did not give her name or her title) and she assured me they are looking into it and I would hear back from them early the next week. She did call me the following Monday and advised they were still looking into this but they did have the same dress on hold in the store if need be. I ended up getting a dress in the mail a few days later. But it took me close to 2 weeks to find out what was going on with a dress I had ordered months ago.
I have never in my life had to deal with customer service as poor as this companies. You would think, for as big as they are, they would have better customer service skills.
SAVANAH, NEW HAMPSHIRE -- I realized that I had purchased the wrong color dress from an outside source on 5/23 for a wedding I am in on 5/30. Due to the holiday, I wasn't able to contact David's Bridal until Tuesday 5/26. When I called and spoke to Ashley of the Savannah, GA location. Ashley informed me that they indeed had the right color and size of the dress I need and that I could get it express shipped to me for an extra $25.00. She gave me peace of mind and assured me that it would be here Thursday 5/28. It is now Friday afternoon and still no dress. I have tracked it and it is en-route and should be here by end of the day.
Needless to say, I am in crunch time and crossing my fingers that it is the right size and color and not crazy wrinkled. Just as a plan B option, I have my local David's bridal holding the same dress that is four sizes too big. I called the Savannah, GA location with the suggestion of my local store for an adjustment on the shipping cost. I spoke to Ashley again and explained that I still do not have the dress.
After being on and off hold for 20 + minutes, Ashley communicated to me that it will be here by end of day and after speaking with her manager Melissa **, there is nothing else that can be done. Her manager appeared to be fixated on all of the reasons as to why it wouldn't have been here any earlier than end of day. Either is was UPS or when my card was charged.
I am disappointed out of principal at this point. Instead of taking an opportunity to maintain a good customer experience, Melissa as a manager explained the process to Ashley. Ashley provided empathy and told Melissa that she had informed me. Melissa still did not do anything further to offer to mediate the situation. Basically, it is what it is. That is certainly not what I would have done for any customer I serve. She didn't even get on the phone with me to further explain or apologize.
Maybe my expectations are too high, but I am not doing business with David's Bridal next year when I get married. I hope that in the future as a manager, Melissa will put herself in the shoes of the customer and attempt to fix or maintain the relationship. A little goes a long way. Thank you Ashley, I know would have done more if you could have.
KEIZER, OREGON -- I went in and purchased my wedding dress from David's bridal in March and could not find anything in the store like I wanted for my bridesmaids. I ended up going to a thrift store nearby and found a David's bridal dress that was perfect and called the store to find out about it because I never saw it. They told me it was clearance and that they could order from an outside store because the website didn't have the right sizes. I ordered the dresses from all over the country in April and was told by the store not to open them until I could get my girls together to come in and open and try on at the store (if something was wrong and I opened them at home it would be my fault).
I took the dresses into David's Bridal in Keizer, Oregon and when the manager opened the boxes, two of them were the wrong size, one was two sizes larger and one was a size two small. The manager searched and searched and told me they did not have any of the size I needed and that they could alter the bigger one but the other one would need to be changed to a lace back in order to make it work. Two dresses one way and one different? Screw that I wanted the dresses they promised me.
When I asked the manager what happened and why the wrong sizes were shipped when I was assured they found them from different stores across the country, she told me that they must have been mistaken at that store and they shipped the closest thing. NOT ACCEPTABLE! A month and a half before my wedding and I don't have enough dresses and they wouldn't refund my money.
After enough fighting and arguing they agreed to refund the money for the one dress that was too small and I figured I would plead my mother to make the third dress. When my other bridesmaid went in to have the larger dress sized down, I was told that they were going to charge me over $100 for the alterations, NOT ACCEPTABLE! I had ordered the right sizes and it wasn't my fault they shipped the wrong ones and didn't say anything.
David's bridal completely ruined my wedding experience as a bride. Being a bride is all about having a good time and enjoying the planning process. This store and company ruined this for me and now all I can do is hope that it's all over soon. Funny thing that I spend over $2000 in dresses and accessories from this store yet didn't give a rat's ** about me or my wedding. One thing's for sure, I do not love David's Bridal and I will never refer anyone to this God-forsaken place.
CORAL GABLES, FLORIDA -- I had the BEST POSSIBLE EXPERIENCE at David's Bridal Coral Gables on Miracle Mile. I came in search of my wedding dress where Wendy didn't just assist me with pulling dresses but went through all the emotions of my dress hunting experience. She was so pleasant and supportive. It felt like she was my sister. Janny helped me every step of the way from the purchase of my dress to the final fitting and pick up. It was so nice to see a familiar face who remembered my name and my family at each appointment. She is so welcoming, always greeting with a smile and making everyone feel comfortable.
Celia and Xiomara are THE BEST EVER at their craft. Celia was patient and focused throughout my entire 2 1/2 hour alteration appointment! I am 4'11 and a size zero so my gorgeous 5 layer dress had to be hemmed and taken in at the sides. She continuously paused to check in with me to see if I was okay. When I asked for a break from standing she gladly helped me off the platform and asked if I needed anything. I was in awe of her meticulous work.
Xiomara executed the alterations perfectly! You would never guess how much work went into making the dress MY dress. It fit like a glove! My order was a rush order that Xiomara completed 5 HOURS before the projected time. I absolutely love this place and would recommend them to anyone. I wish they were all there at my final appointment so I could give everyone a big hug. I will remember Wendy, Janny, Celia and Xiomara for the rest of my life with a smile. They made wedding dress shopping a fairytale experience for me. Thank you ladies.
WORST CUSTOMER SERVICE EVER!!! Called because I ordered a dress online it came in with security tags on it!!! Unfortunately I waited online an hour and 15 minutes to be disrespected and told to bring the gown to a Walmart or Target to have ink tag removed because I don't live near a David's bridal. I asked for a manager and was refused by Sophie the rude lady who took my call to be connected to one!! She resorted to calling me customer!!! Vs my name. She yelled and spoke over me and said well what do you want us to do!!! I will NEVER ORDER FROM DAVIDS BRIDAL AGAIN!!!
PHOENIX, ARIZONA -- I had my first horrible experience as a customer in my life. It is very unfortunate that it happened with my wedding dress. :( I paid 1250 dollars for my wedding dress and 350 dollars for alterations. In return I got a wedding dress that was made too short because the skirt was torn and an e-mail saying that they are sorry which I of course do not believe since they did not do anything about it. Here is in short: David's Bridal is into your money (make no mistake they will charge you with extreme amounts for anything no matter how small it is, even for the bag they put the dress in) but they DON'T care about your happiness or satisfaction whatsoever!!!
PEORIA, ARIZONA -- I am an older lady who has put my personal life on hold until I felt I found the "right guy". So it's really hard to bring this older body into any bridal shop. It might be said, it's an untapped market! I went to just get ideas on the size dress that I might fit into and look at what was available. I realize I want to get in better shape and tone up, but when the saleslady went to do my measurements, SHE ADDED TEN INCHES TO MY WAIST!!! 4 INCHES BIGGER THAN MY HIPS! WHAT? So when I saw her numbers, I mentioned there was a mistake, so she re-measured and wrote down the same number again!
When I tried on the dress, she said, "Wow, we're going have to take that waist in". Later a friend mentioned that it may have been done so that you'll need to pay for alterations. WHY aren't there any mirrors in the dressing rooms? Forcing one to go into a area with lots of people? The clerk gave me a hand mirror, really? Also, the undergarment slip was filthy! Ladies, we all deserve better, When you do go to try on dresses, somewhere else, bring your own undergarments! And shoes of similar height you want to wear, Bring your close friends to protect and support you. God bless.
ONLINE SITE & IN STORE SPRINGFIELD MO, MISSOURI -- I have had several very poor experiences with David's Bridal now and am considering returning my wedding dress as well as having bridesmaid purchase through another company. I recently purchased a dress for $250 with a coupon for $50 off code SAVEBIG. The next day it went on sale to $198 with a new coupon of $30 off with coupon Kiss30 making dress 168. Customer service said in order for me to get the price I had to purchase a 2nd dress and return my 1st dress.
Unfortunately, my money is tied up in first dress I have even got yet and am not able to do... was told I had to purchase 2 dresses in order to get the sale. They would not honor the price the dress is selling for a day later with coupon. I would like to get the dress price for what I am able to purchase today without buying 2 dresses. This was my 2nd poor customer service experience.
My 1st experience was when I had an appointment at David's Bridal and went into store. The salesperson said I could not look at dresses. I had to describe what I was looking for... after 3 dresses she asked if I was purchasing a dress and I said I was trying to see what I liked today... She then said she was unable to help me. I asked if I may look at dresses since she was not available and she said no. She then scolded my sister when she began looking at dresses. I still have 4 more bridesmaid dresses I have to purchase & maybe a wedding dress which I will decide when I get it if I will return.
FREEHOLD, NEW JERSEY -- Went into this shop with an open mind for my sister's wedding dress. We were greeted by Brenda G., our consultant. She was fun, energetic, super helpful, knowledgeable, and completely wonderful! Ended up finding a dress we all loved. She put it on and couldn't take it off for an hour because we were so in love. She ended up saying yes to the dress. Brenda was very patient and creative. She was very willing to help complete the look before we walked out. She answered every question we had with no hesitation. Her dress was ordered the same day for a great price! The ringing of the bell was great to watch and brought tears to our eyes. An absolutely pleasant experience. Can't wait to go see Brenda again for my Matron of Honor dress. A+ Very pleased :)
I am APPALLED by this company. The service I have received from their brick and mortar stores to their corporate office is absolutely atrocious. I purchased a dress that they said they could alter, when I took it to the store to do just that they said it was against corporate policy, after contacting multiple stores the answer was a resounding "no". I reached out to corporate, they e-mailed me back two days later saying someone would be in touch.
A week later I e-mailed them again asking when that would be and finally two weeks later I heard back from them. They told me the store would do it if I called and made an appointment, that I would still have to pay for it, they couldn't tell me how much (even though the first store already told me the amount). Now they are saying they can't tell me how much it will be until it's done.
All in all, absolutely terrible service. I had a bridesmaids dress to get from them and I took the time to find it from another site as I will never give them my money again. The alterations will also be done at a place that has at least a minimal level of customer service. I don't care if I pay twice as much, this company will never get another penny from me or anyone in my bridal party for that matter.