Bridal Chateau

I did not have any issues with the Bridal Chateau up until yesterday. 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 refund my money. I said ok, thank you and hung up. Yesterday, September 17th, I drove to Berwick 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 refund 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. Later I went back and gave them the store credit, keeping my veil with no success of getting my money back. \r \r Yesterday 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. I am filing a complaint with the Better Business Bureau and I urge anyone who has had a negative experience at the Bridal Chateau to do the same! more

Awful alterations!!!!!\r My consultant was wonderful. The alterations were not. I was concerned my gown was to long, they, being the experts, assured me it was not. Well it was and it was a problem for me all night. It ruined the dance with my father because we kept tripping over it. I paid for alterations that were awful! Beware of this after spending so much money you should be able to enjoy wearing your dress! more

I had a wonderful experience at the Bridal Chateau. Wedding dress shopping can be overwhelming. The only thing I would change would be to have more of a consultation. Terri, the owner, found the dress I was looking for. We did not have time to order my size so she took the size 12 dress and made it into a size 2! She did a beautiful job with all the alterations & my dress is everything I dreamed of. I cannot wait for my love to see me in the dress. God Bless \r more

A friend of ours suggested that my daughter go to the bridal chateau to look for her perfect wedding dress. And she found it. The service was wonderful they gave my daughter their undivided attention at her appointments. Did her alterations in a very timely manner. Couldnt have asked for a better experience and would highly recommend this to anyone looking for a great experience. The selection of gowns is amazing and my Daughter could not have looked more beautiful on her special day and i thank Bridal Chateau for that. more

When I had my appointment to try on wedding gowns about a year ago, the consultant I was paired with had little ability to steer the appointment in the direction I had indicated. I had been clear that I tried on gowns at two other places, for a total of 6 gowns before I ever began my search there. I had developed a very good idea of what I liked and what I did not.\r When I finally got to the dressing room, with gowns that I was pretty sure were not for me, I tried on the first one and told her this was not the correct direction. I continued to try on an additional 2 gowns that I was opposed to. She finally got the hint and started pulling items which were more to my liking, but not quite right. \r But by then she was distracted by her niece coming in to try on homecoming gowns. So she was pretty absent from that point forward. I had to catch her to get additional gowns brought to me while another consultant provided support in between.\r So a girl coming in for a homecoming gown got 2 consultants, essentially full-time, while a bride with presumably a much more expensive purchase got 2 consultants part-time (and the other consultant was busy with another bride at the time!)\r My assigned consultant did finally prevail in pulling the gown that I bought, which had just arrived in that days shipments and had not even been taken out of the box until she thought about it.\r My gown is everything I wanted, except for color (which I knew I probably going to have to compromise on to begin with), and it was an excellent value for the gown. So they win points for that.\r I had concerns about buying a gown from them after my bridal consultant's lack-luster performance, but the other consultant who stepped in and provided much needed support altered my opinion. So I put the original consultant behavior down as an aberration. The other consultant also assisted us with our appointment to look at bridesmaids gowns and she was quite efficient and knowledgeable...truly a gem. \r However, let me say that the continued service in regards to my gown has been spotty. \r I was called and told when my gown arrived promptly and invited to schedule an informal fitting for satisfaction with purchase. At which point I was given excellent customer service and was also able to find my veil at that time. I was informed I would be called when it was time to start the fitting process with my gown. However, with approximately a month to go before my wedding I was never called to schedule a fitting for my gown. I called them today and asked when I was supposed to schedule my first fitting. I was told it needed to be scheduled right away and I was accommodated with an appointment time, even though they had none available during when my schedule allowed. So poor communication but excellent customer service. I will update after the wedding with additional details as to how my final fittings went.\r We did choose to purchase bridesmaids gowns through them as well. Again, we received good value for the gowns. When the bridesmaids gowns arrived I was informed promptly and everything in regards to them has been scheduled in a timely and efficient fashion. more

The Bridal Chateau has been more than helpful to both my mother and I. A few years ago when my mother got remarried, the owner there (I feel terrible i cannot remember her name) completely remade my grandmothers dress into a beautiful gown for my mothers wedding. She was friendly and helpful, and always very honest in the fittings. Then for my own senior prom, when I wanted my dress to be custom made, she was also very helpful, accomidating, and reasonable in price. (400$ for a beautiful custom made dress!) She put a lot of work into my dress, and all for a reasonable price, with very helpfull staff! All I can say is run to the Bridal Chateau for your needs, they're very friendly and helpful more

Even after reading the bad reviews...I gave them the benefit of the doubt. Went there to look for a Prom Dress for my daughters Senior Prom. She was so excited. When we walked in the lady told me the dresses were downstairs and the owner was down there also. My daughter and I walked downstairs and the owner was walking by...my daughter said hi...and the owner just kept on walking. Never greeted us, never asked us if we needed help...nothing. I grabbed some dresses for my daughter to try on, put her in a dressing room myself, by this time I was fed up! No help at all. We left! If you like going to a place where you get no help at all...this is the place for you! Do Not Go Here. People have to learn that good customer service goes a long way...people will talk. As a business owner myself, I was truly upset. As a mother shopping for a prom dress with her daughter, It ruined our day that we wanted to be special . BAD, BAD, BAD Customer Service! more

I found my dream wedding dress at this store with my college roommate. There is so much selection with very helpful employees. The shoes and accessories are also exquisite. I have never been to such a beautiful bridal store! Pros: Unique Designers and Excellent Customer Service more

I went here because I heard it was such a great place. It was the first bridal store I went to. I decided to to put money down on a dress. I came back a few months later to look at more dresses and the one I picked out. Once the consultant found out that I had money down on a dress already, I did not see her for the rest of the time I was there. I put the dress on myself and kept it up all by myself. They gave me no service at all. I could of left with a dress on and they wouldn't of known it. I later found out that I did not need the dress so I asked for my money back. I did not order the dress. They had no ties to me. They were not providing me with any service that required my money. They said they would pay me back in the payments I gave them. So $50 here and $50 there cause they didn't have the money to spare. First of all that money was being kept to order my dress. So how do they not have the money? She should not of spent it. Overall they were very rude and they will lose more than just my money since I have many friends who are getting married. My friends have been warned! I keep calling them and they do not return my calls. Very unprofessional is what they are! more