David's Bridal Return Policy Change! Help!

I would just call customer service. Someone who works there would probably be able to answer your question. You can exchange orders at anytime up to your event date. so it’s possible that they will let you exchange the 2 dresses for whichever one you want. From my understanding you can also exchanged a dress for like a veil or shoes. From my knowledge they never changed their online policy.

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Thanks. If I could get through to customer service I would. They definitely did change their return policy during all of this.

Here is the screenshot of what the policy was until yesterday (I believe).

View Quoted Comment I would email that screen shot to their customer service. If you can’t get through to their customer service, call their corporate office. I had to do that when I couldn’t get through with a furniture company. If that doesn’t work, when your store opens I’d go in and show them. You have solid proof they changed it from online and in store to just in store. You can more than likely fight it.

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That's a good idea. Thanks! Fingers crossed!

View Quoted Comment Hope it all works out!!

There have been a few threads about this. Unfortunately, they seem to be implying that the returns had to be made once stores started opening. Was there no way for you to mail things back as well? I know before everything, you had 14 days and then you could only exchange for credit. If they stay strong with it, then maybe see if you can get your bridesmaid dresses through them if you hate the dresses? They have a TON. I wouldn't get too upset until you can talk to them. Also try them on instagram and Twitter because they tend to respond more than through their text or phone lines. I'm sure they're backed up with frantic brides.

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I was finally able to get through to their customer service via text. Apparently I can't get store credit for anything either. They are not accepting any online returns in store.

It's like the extended policy never existed.

I held on to the dresses since the policy said we could return them in-store, so I made an appointment after the store re-opening date was announced, before the 14 day return window was up. I wanted to try them on with the help of a stylist.

View Quoted Comment That's insane. Will they at least let you exchange? I guess they realized how many people want to return and tightened up their return policies sneakily. Which is truly bizarre. I'm so sorry this is happening- I would definitely be throwing fits and showing them the copy of the returns policy you have. That is some sneaky work right there.

Also maybe post pics here if you have them? If nothing else, you can try to resell them on Poshmark and StillWhite. And you'll probably be able to exchange for a different dress.

They have completely changed their return and exchange policy. Coming from an upset bride, they will not let me exchange my unaltered dress that I’m unhappy with due to circumstances they created. I had an appointment to try on new dresses already scheduled, they told me I could no longer exchange my dress and asked if I wanted to cancel my appointment. The best part, you can’t get customer service on the phone, they tell you to text their virtual stylist and they will get back to you, then disconnect the call. It’s awful, not a good business practice. I cried for hours yesterday over this situation. The receipts I have all say to refer to their website for return/exchanges. They literally changed their policy over the weekend.

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I am so sorry. I did eventually get through to customer service via text and they are saying you can't return any online orders in-store. Not even for store credit.

It's really not right what they're doing.

I have a screenshot of the return policy that was on their website before the change. I'll include here. Maybe it can help you somehow.

View Quoted Comment That’s crazy that they won’t let you exchange! I just went into my David’s bridal and exchanged my dress for a larger size and had no problems! I had order my original dress back in November with the idea of putting in a corset so I got one a size to small but changed my mind and now I’m
Just wanting on the call to come pick up the new size. Their exchange policy still says till your event date so that’s ridiculous. davids bridal experiences vary by location way to much.

View Quoted Comment Yesterday it had been changed to 30 days from your purchase date. There may still be hope for me yet! Thank you so so much!!

View Quoted Comment Are you trying to return or exchange? Online for exchange says till your event date.

https://www.weddingwire.com/wedding-forums/davids-bridal-debacle/e7f3d596da6490a0.html

I would check out this forum or message this bride. I was reading her post a couple days ago and she's going through a very similar situation. I hope you both figure it out!

They need to honor whatever return policy that had when you purchased the items. In your case it should be you have 14 days to complete a return from the time stores reopen for both in store or online purchases. A return policy at the time of purchase is a binding contract/agreement, they need to honor that! To me a return = refund unless otherwise specified. I’m in a similar situation, dress was bought in store and had picked it up just 2 days before stores closed. So my return window falls after 3/18. My wedding has been cancelled due to the pandemic so I no longer need the dress. And it seems like they’re only going to offer me store credit. I don’t need the store credit! I need my money back to pay for other necessities. David’s Bridal decided their business is more important than their customers. We need to stick together and put this on all social media, BBB, even your local news to see how shady DB really is!

View Quoted Comment I completely agree! I feel like they snookered people into buying dresses online while stores were closed by promising to allow customers the ability to return items once the stores were open then sneakily changed the policy as soon as they opened. Like someone else on here said, I can see them changing the policy going forward, but they shouldn’t be able to change it after the fact.

I'm glad to see that I'm not the only one being screwed by David's Bridal. I went into our local store (in Raleigh, NC) on 3/13/20 and purchased 4 bridesmaid dresses b/c my daughter's wedding had been changed due to COVID-19; the very next day is when NC announced "stay at home" and stores would be closed within a week; They did not open again until 5/1/20. I called while they were closed and talked to a sales associate; I explained that I needed to return the dresses; that were no longer needed. The associate ASSURED me that I had a 90 day return window that would start from the day they re-opened and for me to bring them in within that time -0 and I have the receipts w/ policy on them to prove it!. Once I realized they were open, I called (on 5/27) and was told of the NEW return policy that was created during the COVID-19 closing. I am furious as I have over $600 of dresses that I have absolutely no use for. I will be contacting their corporate office, BBB, Attorney General, Secretary of State and major news networks if I don't get better cooperation. The fact that they would change their policy without notification, and take advantage of the difficult times instead of working with their customers will cost them more in bad press and reputation. Please message back with any updates or suggestions of how to remedy this disservice.

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What’s the policy on your receipt? My receipt says I have 14 days to return after I receive the item, I picked up my dress back on 3/16 and stores closed on 3/18, so I was within the return window. I think the associate you spoke with and assured you that you have 90 days to return after stores reopens most likely gave you the wrong information. After all the complaints on their Facebook and other social media platforms they changed their return policy back to what it was before. This is their return policy on their website now, "If your return period ended March 18 or after, you have 14 days from the time your local store reopens—whenever that may be—to complete your return for merchandise credit or a refund to your original form of payment per the policy on your receipt. If your return period ended on or before March 17, you may exchange your items or take a merchandise credit up until your event date. For orders not yet received, you have 14 days from receipt of merchandise to complete your return for merchandise credit or a refund to your original form of payment. Note: All returns under this exception must be to your local store where your purchase took place." I was able to return and got my refund for my dress after my local store reopened back on 6/1 (I'm located in Southern California). How did you pay for the dresses? If you paid with a credit card, you can try to file a dispute with your credit card company. But you did mention your store reopened back on May 1st, so that means you had until May 15th to return the dresses. But then again who really has time during this difficult time to keep track of when your local David's Bridal reopens! It's not the consumer's problem that COVID-19 hit and they closed all their stores down. I'm sorry this is happening to you and many others. But I believe you're still eligible for a store credit up until your event date. In reality no one wants a store credit, we just want our money back period! I really hope you can get your money back! Best of Luck!

They’re the worst. I didn’t even realized it but they sold me a dress without tags. So when I realized I need a bigger size, they wouldn’t let me return the original dress (same dress) without tags or a receipt. Understandable accept they sold me a used up dress without tags. And now I can’t find the receipt for store credit. Sp now I have two of the same dress. I think they should take some responsibility for selling me a dress without tags.