Re: PFB Investigates - David's Bridal's Missing Customer Service
by David T. - Posted Sun August 21, 2011 @ 9:26 AM
Good investigation Greg. Just wanted to pass a recent experience-maybe your post helped. It is from Priscilla of Boston which is currently part of David's Bridal.
Priscilla of Boston has a fantastic product line, but my fiancée’s shopping experience was mixed. It began with very good service from her sales associate in the Orlando store. The associate was very helpful, but unfortunately the store just didn’t have the dress she was looking for. By the end of the day, the associate found something close enough and planned a series of alterations to make it perfect. The associate really put in all she had to make my fiancée happy, but unfortunately the help was perceived as a bit pushy at the end of the day. None the less, my fiancée purchased the dress right at closing. After she left, she just knew it was a mistake and didn’t feel right about her decision. Furthermore, there were additional circumstances that just didn’t make the purchase work for us. Before the store opened the next day, I asked the store to consider the circumstances to make it right. The manager indicated that it was against corporate policy and that she could not do anything about it. She directed me to her district manager who considered everything that had been involved. The next day, I received a very nice e-mail grating an exception to policy and resolution to the issue.
Overall, I was satisfied with the experience. It occurs to me that the Bridal Apparel industry must operate with strict policies to protect being taken advantage of by clients. And balancing that with good customer service can be difficult. After my experience, I have to say they can definitely improve their customer service, but in the end they ensured we were completely satisfied. Thank you Priscilla of Boston.