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| - SERVICE ABOVE AND BEYOND WHAT IS EXPECTED
When my daughter ordered a dress online for her upcoming bridal shower and found it did not fit when it arrived, she was disappointed and panic stricken, since the shower was just one week away. She called me on a Saturday in tears. We agreed to meet at Ross Park Mall and search every store until we found a dress. We did just that and came up empty handed.
When we walked into David's Bridal on McKnight Road at 4:30 PM there were two other brides-to-be already being helped. Heidi, the manager, greeted us warmly and reassured us that this was the place to find the dress. She showed us where to start looking for appropriate dresses, and said she would check back and assist us in any way needed. She did just that. The rest of the staff also assisted by bringing different sizes and colors. We found the perfect style, but needed a lighter color for the shower. Heidi found that the dress came in a beautiful "blush" shade that would be perfect. She immediately went to work finding that dress in the system and arranging for its delivery in 6 days at the latest! We heard her working her magic - she was not content to merely find it was listed in stock. She wanted personal confirmation of its existence and someone to take responsibility to expedite its shipment, so that it would arrive on time.
Later that weekend my daughter received a confirming email from the warehouse, but the delivery date was later than the shower date! I called the store early Monday morning, spoke to Jessica, the opening manager and explained our critical situation. Even though she had no prior knowledge of the order or our situation, she assured me that she would personally follow up on the dress and confirm that it would be shipped when originally promised. She called back to say that she wanted to personally hear from the warehouse that the dress had shipped with a tracking number. If it didn't come while she was at the store, the afternoon manager would continue monitoring the situation and call me.
Later that afternoon, Lauren (the afternoon manager) called to confirm that the dress had shipped, that it was currently in Eastern Pennsylvania and she gave me its tracking number. She even offered to track it for me and give me daily updates, but I declined her gracious offer, as she and others at David's Bridal had done so much already. I could monitor the dress' progress online.
The dress arrived at the McKnight Road store on time, and the staff promptly notified my daughter. When she went by to try it on, she was again treated very kindly. The dress fit beautifully, the color was just as shown and one of the staff even steamed it so that it would look perfect! Our crisis was averted, and all due to the extremely high level of customer service from the managers and staff at David's Bridal on McKnight Road in Pittsburgh, PA. They all went "above and beyond" to help us in a desperate situation.
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