If your staff doesn't want to accommodate appointments at 4:30 PM when the store closes at 6 PM, then that time slot should not be available for booking. Customers who reserve appointments during those times still deserve to be treated with kindness and respect.
I am the mother of the groom and have worked as a wedding coordinator in Las Vegas. The customer service we received from your manager, Christine, was completely unacceptable and unprofessional. My soon-to-be daughter-in-law is marrying my son in March 2026, and this is the first wedding for both families -- a very special occasion.
I booked the appointment through DavidsBridal.com for the bride to try on wedding dresses with her family. While booking, the website displayed a banner that said, "Free bridesmaid consultation with bridal appointment." Based on that information (of which I have a screenshot), I did not book a separate appointment for bridesmaids. We carefully coordinated schedules between two large families -- the bride's family of eight children and ours with seven -- to meet after church.
When we arrived at the Las Vegas Sahara location, the young man who greeted us was friendly and welcoming. He gave the bride a cute "Hello Gorgeous" bag and directed us to the bridal section -- a thoughtful touch that made her feel special. We arrived ten minutes early, and while waiting for the bride's mother and the remaining bridesmaids, the bride selected two dresses she wanted to try.
Our consultant, whose name I unfortunately don't recall (she had black hair and pin-up tattoos on her legs), introduced herself but was curt and condescending from the beginning. She questioned the bride about her wedding details -- date, location, number of bridesmaids -- in a tone that felt judgmental. The bride politely explained that her mother was just a few minutes away and that she also wanted to look at bridesmaid dresses since most of her bridal party was coming. The consultant abruptly told her, "You booked a bridal appointment, not a bridesmaids appointment."
The bride, who is shy and avoids confrontation, immediately apologized and even suggested coming back another time. I stepped in to clarify that she only wanted to try on two dresses. Rather than showing empathy, the consultant continued to be dismissive, leaving the bride visibly upset and nearly in tears.
Moments later, Christine, the manager, approached and repeated the same thing -- "You booked a bridal appointment." I explained that I had booked the appointment and referenced the website banner about the free bridesmaid consultation. Christine's tone was rude and defensive, stating they didn't have enough staff and that the store closed at six. It was 4:30 PM, and only one other bride was in the store. I pointed out that bridesmaids could look at dresses without staff assistance, but she continued to speak to us as though we should already know their internal policies.
Christine eventually "allowed" the girls to look at dresses and told them to each pick three. At one point, my 12-year-old daughter (a junior bridesmaid) was holding a dress, and Christine told her, "That's a junior bridesmaid dress -- it's not going to fit you," then walked away. That comment was unnecessary and unkind -- especially to a child. Thankfully, my daughter is confident, but that statement could easily have hurt someone else.
By the time the bride's mother and other bridesmaids arrived, the bride was emotionally drained and wanted to leave. No one from the staff guided us to fitting rooms or followed up on the bridal dresses. We eventually found rooms ourselves, feeling uncomfortable and unwelcome. Christine stood at the end of the dressing area with her arms crossed, watching the girls, which made everyone uneasy.
Finally, another consultant, Jenny, who was helping a different bride, noticed what was happening. She kindly stepped in, helped the bride try on the two dresses she had chosen, and completely turned the experience around. Jenny was warm, professional, and knowledgeable -- she made the bride feel seen and valued. Her compassion and demeanor truly redeemed an otherwise disheartening experience.
Unfortunately, by that time, it was near closing. We left appreciating Jenny's kindness but deeply disappointed in how we were treated overall. With multiple mothers, a bride, and six bridesmaids ready to make purchases, this could have been a positive and profitable visit. Instead, we've decided to take our business elsewhere.
I hope no other bride experiences what we did at the Sahara Las Vegas location.
Sincerely,
Mother of the Groom read more