The Bridal Chateau

Review: I did not have any issues with the Bridal Chateau up until Tuesday. On August 17th, the day of my wedding, it was discovered that there were 2 holes in my veil. Beside the holes, there was also unfinished tulle sticking out below the satin outline of the veil. I called the Bridal Chateau August 17th at 11:44am and explained the issue with the veil. The owner said to bring it in when I can and she would [redacted] my money. I said ok, thank you and hung up. Yesterday, September 17th, I drove to [redacted] from Lancaster expecting to get my money back. Once I arrived, I explained why I was there. The owner came to the desk and stated “I can’t give you your money back, it’s been worn. I can give you store credit.” I told her that I had no need to purchase anything more in this shop because I was already married. I also reminded her that she verbally told me on the phone August 17th that she would [redacted] my money. She stated that she “didn’t know the extent of the damage but now that I’m seeing it, this could have easily been worn over your face.” She also stated “how do I know the hole did not get there by your hair stylist.” I explained that the veil did not come out of the bag they put it in until the day of my wedding. I also brought up the unfinished tulle at the base of the veil where she stated “that’s easily fixed” and took a pair of scissors and proceeded to cut off a piece of tulle hanging out. I stated “I’m not going to do that on my wedding day. I’m not the professional here to do that. You are the professional.” The owner then took the veil out of my sight and came back to the desk with my veil on her head and over her face. Then she asked me in front of her employees “show me where you can see the hole. You can’t see it, show me, you could have worn it over your face.” I told her “no I could not have!” I told her that I also felt a pick on my leg later to find out that there were still 4 pins left in the dress. She became irate and started saying that the dress was perfect and how dare I call her unprofessional. She said that was the reason for my phone call that day in August, because I had issues with my dress. I stated “you just admitted a few minutes ago that I called you about the veil, now you’re saying it’s because of the dress? She swore up and down then that I did not call her about the veil. She then threatened me by saying she was calling the police. At that point, I took the store credit and left in tears. I felt that they gave me the store credit knowing I would never return. In my opinion if bridal chateau really steamed/pressed my veil, the issues would have been noticed. Later I went back and gave them the store credit, keeping my veil with no success of getting my money back.

This shop is in my hometown where everyone knows everyone. so to be treated and threatened like this because the owner said one thing to me the day of my wedding to please me, but did another when we came face to face is unacceptable and unprofessional!!! Tuesday at the Bridal Chateau, it became clear that the owner lacks customer service and professionalism after your wedding has passed. The owner had no problem threatening me with the police over a hundred and some dollar veil. Be aware if you decide to go to the Bridal Chateau, make sure to triple check everything purchased.