My mom purchased a dress for me from Castle for Brides as part of my wedding gift last October. At that time we were told that the dress would take about 6 months to arrive, which we thought sounded about right for a wedding dress.
In February, we went back into the store to show my future mother in-law the dress that we chose just a few months earlier. It was during that visit, we received a couple little surprises and where it all started. First, we found out that the veil we purchased with the dress had not been ordered but were told not to worry because it would only took two months. Then before leaving, Linda and Wendy overheard my mom ask me when my dress was expected to be in and told us that "it's already been shipped!" and "should be in (the store) in about two weeks" giving us an ETA of the first week of March.
After two weeks passed, I thought I at least give them one more week since I didn't want to come of as some crazy bride. At the end of the third week, I started calling the store. The girl on the phone said she'd need to check with the owners and they would "call me back" (The famous three little words which I understand you are also very familiar).
After several weeks of calling and going into the store to figure out what the hold up was only to get absolutely nowhere and more of "we'll call you back", I had had enough. Now well into the month of April, I confronted them and called them on their bluff, letting them know that the problem with calling me back was that they NEVER called me and that it was absolutely unacceptable. The answer I was then given was that they were so sorry that I was given the wrong information and not to worry the dress would be in in June and the veil would be here in May. One of the girls even made a joke about how at least I'd have my veil in time for the wedding.
In the midst of what was going on with my dress, the same ugly light was beginning to shine on our bridesmaid dresses. Going back to October and our first visit, we also picked out the bridesmaid dresses. We were told at that time that the girls would just need to send in their measurements and a credit card number for 1/2 the deposit but not to worry, they won't get charged until the order for the dresses was actually placed. That was a LIE. As soon as the card numbers came in, my girls were charged. Months before we even placed the order.
By mid May and still not having received word on my dress, veil, or the bridesmaid dresses I began the process again of calling and going into the store searching for answers. During the last week in May I called the store explaining to the girl that I had been told my veil would be in this month and wanted to know where it was. She placed me on hold while she called the owners, then came back to tell me it would be in by Friday the 3rd of June and that they would call me either that Friday or Saturday. I'm sure you've already guessed that the call never came, so by mid afternoon Saturday I went into the store and said I was there to pick up my veil. The girl went to the back to grab it however came back empty handed. She asked me if I received a call or letter saying it had arrived and I told her no, but Linda said it would be here Friday so I was here to pick it up. She went to the back again and again came back empty handed, and just as I thought, said it had not arrived to which I told her "Well, we have a very big problem and I need to speak with Linda or Wendy NOW!"
Like a broken record, I told Linda how absolutely unacceptable it was that 8 MONTHS after the fact, I still had nothing to show for my time or all the deposits we had put down. I was tired of the run around and would not play this game any more. She apologized over and over and even mentioned taking money off my dress because of all this unnecessary stress. I told her I wanted the ship dates of everything we had put a deposit on NOW. She was able to give me a ship date for my bridesmaid dresses, and veil, but still had nothing regarding my dress. At this time, my mom had been doing her own research and was contacting the manufacture of the dress trying to get some answers. They couldn't give us too much information but were non the less, much more helpful.
Just last week I received an email from Wendy letting me know my dress was in and yesterday I was FINALLY able to pick it up my dress along with the veil. We are still waiting on the bridesmaid dresses which I have been told won't even ship till July 8th.
I know exactly what your going through and believe me when I say I feel your pain. Castle for Brides took what should have been a wonder experience between my mother and I and turned it into a very stressful ordeal. We honest to god thought they were going to take the money and run! A lot of sleep was lost, and I can't even begin to explain the anger I feel however doubt I need to go into detail as I'm sure you well aware. I sent them a certified letter that was sent back to me after going unclaimed for several days, and am still in the process of filing complaints with the BBB. I've looked into the Fair Billing Act - which protects consumers who charge merchandise to credit/debit cards and don't receive it, and also found in my research, that charging consumers for a product before the order for that particular piece of merchandise has been made is unfortunately a legal practice, however is considered by most all businesses / business owners to be very shady.
Their customer service is by far the worst I've ever experienced.in my honest opinion, I think they are charging their customers right away and if their wedding date it far enough out, using that money to cover overhead costs then placing orders later, as more deposits comes in.
I'll wrap this up but wanted to let you know your not alone and if you'd like to use any of this for your suit, you are more then welcome too it. If there is anything I hope to accomplish with sharing this with you is that hopefully we can save another bride and her family from the same stress, frustration, anger, and sleepless nights.
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