Bridal Chateau — Attraction in Berwick

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.

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...

I made an appointment and was very excited to go here after hearing how big it was and about how much stock they had. I went in and told her I was looking for modern A-line, or dresses with a plunging neckline. My consultant took me into one room to look around with a lot of traditional dresses (a lot of lace and beading which I do not like). I was open to trying them, but was not what I asked for. I was put in a dressing room alone. She did not come in to help me in or out of the dresses other than to zip or unzip me. After trying on 2 that I did not like, she kept saying, “I’m sorry we don’t have what you are looking for.” My friends then found another room with more modern styles that I liked. I asked if I could try them on and was told no because they were not my size. That’s when I realized that she was only putting me in samples that I could fit in, instead of letting me try on more. She did not have any clips to pull in the dresses that were to big or to close the dresses that were too small. I’m a size 12 which is a very common size. How is it possible that someone of my size with a liberal budget is limited to one small room of dresses in such a huge store? And how is it that instead of trying to get me in more options, you just keep telling me that you don’t have what I’m looking for? Nice consultant, but lazy. I would have kept looking and maybe bought a dress from there, but for whatever reason she was not trying that...

After hearing about the Bridal Chateau from a friend, my mom & I drove 45 minutes to look for my wedding gown. I could not find one dress that I liked & since I liked one thing on one dress and one thing on another, it was suggested to me to put two dresses together. I was so nervous about it but a few months later, I received a call to come in & try on the dress (with the beaded top that I liked) to run some ideas by me.. The owner wanted every detail to be just how I wanted it! I also learned that she would be making my skirt herself! (My skirt was all ruffles & she made every single ruffle!) The dress was absolutely stunning & I was so happy with the end result. I did have to make numerous trips down there while she was making the dress & I did feel like some of them were unnecessary due to the fact that I was told it would be done & it wasn't.. But I appreciated them taking the time to make sure everything was perfect. The owner even let us come after closing time a couple of times since we did not live close & needed to go after work. My only complaint would be that since the owner made the skirt, she put hooks on it to bustle it; however, on my wedding day, the dress was so heavy that it would not stay bustled & some of the hooks broke off. I was so happy that day though that I didn't care! I had a wonderful bridal experience here & I highly...