My mother, my Maid of Honor, and I visited David's Bridal in early August to shop for my wedding…read moredress and a bridesmaid dress. Our initial appointment was wonderful--the associate who assisted us was fantastic, and she is the only reason I am giving even one star. I wish I remembered her name because she truly provided excellent service. My Maid of Honor ordered her dress that day. Although I did not find my dress, we left feeling positive about the experience.
We were told the bridesmaid dress would arrive in late September. That date came and went with no communication from the store--not even a courtesy call with an updated ETA. In early October, my Maid of Honor called to follow up and was told, without apology, that the dress had been delayed by a month. While January is still far enough away that timing wasn't an emergency, it was frustrating that the burden was on us to track down information that should have been proactively communicated.
In early November, she finally received a call that the dress had arrived. Because she lives out of town, she planned to pick it up the following week. A few days later, she received another call informing her that if she didn't pick up the dress immediately, it would be returned to the warehouse. When she tried to explain her situation and coordinate a pickup, the staff was rude and dismissive over the phone, which added unnecessary stress.
When she was finally able to pick up the dress, we discovered that the dress she received, while somewhat similar, was not the dress she ordered. She had chosen the original style specifically because it allowed her to wear a standard bra; the dress provided was cut significantly lower in the back, making that impossible. When she tried to discuss the issue with the staff, their attitude made it clear they were annoyed by her concerns. One employee even remarked that "bridesmaid dresses aren't made to wear with bras" and tried to pressure her into purchasing one of their "special bras." When she declined and asked about returning the dress, the attitude continued. The staff suggested choosing a new dress, and when she pointed out the previous delay, she was told it was "the warehouse and politics' fault"--again, with no apology.
Even more disappointing, the manager never left her stool at the register during these interactions, and instead of addressing the issue professionally, simply suggested buying a different dress altogether. The complete lack of concern, customer service, and basic courtesy throughout this process was extremely disheartening.
I understand delays happen, and I understand that shipping issues are sometimes unavoidable. However, common courtesy, proactive communication, and a simple apology go a very long way. I am incredibly frustrated by how little regard was shown for us as customers and how far the service fell short of what should be standard in this industry.
