Chantilly Lace — Attraction in New Trier Township

We were in Chicago for 1 full day (Saturday 7/11) for a Bachelorette weekend. We drove 8hrs on Friday, and planned our entire day on Saturday around our 3:00pm appointment. There were definitely closer lingerie stores (we took an expensive Uber just to get to the store from our Air BnB in Indiana) but I was assured they carried sizes the bride needed.

While we were in the car en route, I get a call from someone at the store. I’m told they are busy due to a store wide sale and won’t be able to accommodate fittings for our party of 4. I clarified that we only needed 1 fitting for the bride, and even still, was reminded that I scheduled the appointment on the previous weekend (this was something I had already apologized for, took ownership for, and was assured it was “no problem” and we were on the books). They didn’t want the bride to have to wait for a fitting room (understandably) but I said we were already almost there so we would still come.

When we got there, one of the sales ladies in a patterned pink dress and a short brunette bob was extremely rude to us. In the most snippy and disrespectful tone she said, “Um you scheduled it for last week and you didn’t show and now we have a sale so… we’ll try to accommodate the bride.” As she spoke she walked away and continued to ignore us. No one spoke to us for another few moments and I definitely considered leaving if this was how it was going to be.

Blissfully, the manager (Erika), came to take care of us. Despite the busy store and limited room, she catered to the bride and was kind towards us. At one point I asked her who the manager was and she indicated it to be her, and she immediately apologized for what happened and even gave us a discount at checkout. The lingerie was still expensive of course (upwards of $400 for 1 matching set, 1 lace bra and close to matching underwear, and 1 more pair of underwear) but she was still so generous.

The other sales lady who was initially unprofessional continued to ignore us as she walked by many times. Towards the end of the appointment, the more we talked in the fitting area, the more she seemed to be attempting to make up for it by making comments and participating in the conversation.

All in all, it was a “meh” experience in my mind. I’m thankful that the bride found a few pieces (Erika was going back and forth to bring her things she might like), but the fact that things didn’t fit was discouraging… she seemed to be in good spirits so that’s all that mattered in the end!

As someone who has worked in retail and has been a manager in retail, I completely understand the hectic nature of sales, the frustration of last-minute cancellations and miscommunications between us and the customers… I understand my failure in this scenario. However, if you as a business confirm an appointment, you don’t have the right to be condescending and rude to the customer, throwing it back in their face. If they were so concerned about the sale and genuinely cared about our experience, a call 20min prior to the appointment was NOT the time to tell us about the sale or issue. This could have been handled so differently, communicated better, and addressed more professionally upon arrival. If they had called at 8:00am the morning of, or even at noon, we would have changed our plans and had more time for other things. Or if they knew about the sale ahead of time, if we had been told prior to this weekend we would have pivoted. If my mistake in mixing up the date was truly a problem, I would have been a-okay with them telling me it wouldn’t work out and we wouldn’t have made the drive or spent the money just to get verbally chastised. While it ended up being “okay”, it was not a highlight of the weekend. Thankfully we had fun in other ways.

Not sure I recommend this place for full-figured ladies. They had bras that fit but not nearly enough lingerie that fit a 40h bra size for a size 16 individual.

Thanks to Erika for accommodating and apologizing for the behavior of her staff member. You did all that you could to make up for...

Very friendly staff here and seemingly lots of merchandise. However, my husband went to buy me a surprise anniversary gift- a short pj set I'd seen in the window and admired- and told the salesperson my size.. Well, she apparently convinced him that he was buying my size, which is small. I checked the maker's website for the size conversion chart (because what he brought home was weirdly big for a small), and it turns out that he was sold a large. The company that makes this set is Skin Worldwide and their size chart is pretty clear. A "3" is a large, which the sales person should know. The question is, why would this shop sell a man who asked for a size small (4-6), a size large (12-14)? I took it back and while they normally don't accept returns, they didn't have my size or anything I was interested in in my size, so they made an exception. I appreciate the refund to my husband but overall, it was a very disappointing experience with a. store that is supposed to provide customized service.

Update: Lol- The owners response, rather than to apologize or explain this error, is to mock me and tell me it isn't a "crime against humanity"? I did walk the store and try to get something else Iiked. It wasn't "magic" - you literally had nothing in my size that was of any interest to me. Further, I was told it would take months or weeks to order the set from Skin in my size. Guess what? I went home and ordered it online and had it in less than a week. Maybe drop the attitude. It's unprofessional and...

Wonderful experience! The last time I felt this good about myself was when I had surgery on my face. If I knew that I could feel this good about myself I would have done this long ago at this establishment. Soma seemed like that fit me good but NO way, changed my mind. Chantilly Lace was spot on and I will never go back to Soma, that’s for sure. Bella was so educated and I was her mission. Great personality as well. Smiles the entire time. On time for the appointment, lovely attitude and ready to make me happy and for me perfectly. So days later, I love how high they are. Takes a little getting used to! I can see more of my body shape. My clothes fit so much better. You don’t understand, I feel amazing! All you ladies with bad bras….. which is most of you……go to this place. Tell them Jen sent you. I am so confident now. I am walking proud and I must say out loud multiple times a day “ I love my boobs”. Someone thought I had a reduction. Also, got a sports bra that is so comfortable. A bathing suit that they are tailoring for me. Yes, tailoring. They tailored my bras too. To my body type and size. Fits like a glove. Please...