LE CHÂTEAU 

Worst costumer service.I bought a dress online.The sent me a dress that the size of its belt was different from the size of the dress. It took me 40 min to go through and talk to an agent. She said she is going to email me a return label but I need to place a new order and send her the receipt then she is going to price match since the dress was initially 70% on sale. I placed a new order looking for someone to get back to me. No one called me or responded to my email.I don’t know what to do.

Update since I was able to get through to someone on fb who forwarded my info to customer service to someone who was actually able to help with my returns..
ROBERTA 18885777419 EXT1551
Hopefully this can help some of you with some of the products you have received

Terrible customer service for online purchases.
Can't even get through to these people to make a return.
Alot of these recent reviews I have read is exactly what I am going through.
Its complete crap and a waste of time.
No wonder they're closing.
No answer on their phone...no response to my emails and their fb pg only apologizes for the delay.
Quite pathetic.

No negative stars, else I would have given the bad one, DO NOT BUY ONLINE, these money eaters are trying to sell all their product regardless of their quality. I have ordered a blazer for more than 100$ which came as damaged and I asked the nearest store and they don’t agree to take the return even if it’s damaged. Also, there is no response from online lechateau customer support via phone and email. BE AWARE‼️

At the time of their closing, Le Chateau's priority seems to be to sell as much of their product as quickly as they can and customer service an afterthought. Let this serve as a warning. You might be tempted to purchase items online from this company with sales that they are currently having as they liquidate their merchandise and out of nostalgia for this Canadian company (as I did) but just be aware if there is something wrong with that item, there's a lack of or basically non-existent customer service support to address that.

I purchased a coat online and was so excited to receive it until I realized that the zipper was broken. I realized that the sales tag was also stuck in one of the pockets so it's highly likely it was previously returned or used. It's been a hassle to try and get a hold of some customer service to address this issue. I phoned their customer service number multiple times over the course of the last three days with no avail. When you dial the customer service 1-800 number there is no human answering the phone at this time, you just get a message in French and then English about thank you for calling and press 6 for the directory (which asks for a specific employee last name). When I asked store locations to see if there was anything they could do, that didn't provide any results either. I also thought the person I spoke to in store who identified themselves as a member of management, in fact a district manager, was also somewhat rude and I felt trying to use their position power as a means of intimidation - they could have been more courteous. They also made excuses that the company is really busy right now with a high volume of online orders, but even so, when a company sends a customer a damaged item, it should be a priority to address especially because that shouldn't happen in the first place. On the day I received the item, I initiated the form for an online return and it said someone from customer service would get back to you in one to two days. They also wanted to charge me a flat fee shipping label for $7.99. I should not be paying shipping for a damaged item they sent me!! I also filled out a form on the contact us page explaining the issue. I still have not heard back from customer service. I sent another email directly to their customer service email address, which I'm unsure if I'll get a response, let alone a timely one.

Especially during this time when money is tight for many, we need what we purchase to be functional. Right now I have an overpriced piece of cloth sitting in bag that I paid good money for - money that could have been used for a coat that actually works properly from a reliable retailer. Le Chateau has already charged my credit card, but they did not hold up their end of the bargain - they did not deliver what I agreed to purchase and instead gave me a damaged item I can't use properly. Right now from what I've experienced so far, I don't even trust the company enough send back item since their logistics seems so disorderly and they seem to not care enough about their customers to provide proper after sales support.

Two months ago I bought a pair of shoes from Le Chateau Nanaimo store in Woodgrove mall. The bottom of the heal fall and I went to fix it. After a month, I went to the store and one of the employee told me to go and check it with shoe cobbler in downtown because they couldn't fix it. When I went there the shoe cobbler told me that its defectives and there is nothing they can do about. I came back to Le Chateu and the employee was so rude, first they were all try to ignore me saying we busy while there is no one at the store. Once one of them got time to talk!!!! She give me a number of the customer service and email. I personally emailed i got no reply and called for three days in a row no one picked up. I mean WOWWWWW like seriously I have no way of saying this more clear. The worse Customer service I have ever ever had. I don't know if they think their store will close in Nanaimo so they have all the rights to talk to their customer this way. I got to the point that I have to write this review so someone can read it.

I love Le chateau but its little too expensive. I am not happy that store is closing down now. I wish if they could reduce their price and stay open at least online if not in stores same as forever 21.

Too expensive, not surprise they are closing.Thieves and stupid policy

I love Le Chateau and have been a loyal customer for years. But I went in on the weekend to purchase something and honestly I got the feeling as soon as I entered that they had already thought that I was gonna steal something. I went in to shop because I was stressed about other things and I wanted to just shop alone and not have anyone pester me.
I am seeing systematic racism at play a lot in stores which is very disappointing. I was just holding one dress in my hand and I could tell the girl had nothing to do but kept a close watch on me and she kept asking if she could hang it for me in the changeroom so that I can look for more clothes. I can tell when someone is watching me to see if I'm going to steal something and it's something i get a lot and it's so annoying. Just because I am from a different culture than yours does not mean I'm going to steal something! She kept pestering me about small things and the guy there wasn't helpful either. They both kept watching me closely and honestly it doesn't help and it keeps you on edge because you realize how racist people actually are assuming you're going to steal something at a moment's notice. This is a large mall and I'm sure there's camera's everywhere and there's security everywhere. So WHY THE HELL DO YOU NEED TO MAKE THE CUSTOMER FEEL UNCOMFORTABLE SHOPPING?
also the girl kept pestering me on the size if they fit properly. I already told her the size was fine but she kept asking. Honestly, I feel that customer service reps need to be trained better. If someone asks for help then ask them. Don't keep pestering them, it comes off as annoying and if i wasn't desperate to find something last minute. I would have just left and not bought anything.
Again, I love the clothes here. But the customer service really should be trained in what systematic racism looks like or you will lose a bunch of customers!

Je vous aime bien moi. Bon choix en tous.

bought a dress in store, the employee forced me to buy a lechateau gift card in order to make the purchase because it was the "last one" and needed the gift card to go through.

It was an online order in store. The employee put his own email address, phone number, butchered my name, my mail ended up getting sent back. Went back into the store 3 hours later after not receiving any confirmation. The employee told me its out of his hands and I need to contact customer service.

Been on the phone with Le Chateau for 2 days now, they aren't able to honour the price I bought it at or are they able to compensate in any way. They are now making me pay a higher difference when this was not even my problem in the first place. Terrible customer service. Probably the worst. Fast-food chains have better customer service than this. Absolute garbage.

Takes 40 minutes to get through their customer service line, no one even calls you back when they promise to.

NO ONE SHOP HERE!!!! Disturbingly TERRIBLE experience here. No wonder why no one ever shops here at all. Waste.

I can no longer justify spending money at Le Chateau based on a recent experience. The clothing at Le Chateau is not exceptional, it's a mall store with trendy Fast-Fashion.

I ordered 12 items. The generic size chart for shoes on the website is inaccurate. My first attempt to contact Le Chateau was through the website contact form - it's been 8 BUSINESS DAYS with no response. I called the 1-800 number after 4 business days and spoke to a Customer Service Agent. It was unhelpful, and frustrating to have someone on a phone line repeating head office bureaucracy and policies. Trying to frame that it was a great convenience for me to pay for a return shipping label to have the same product delivered to my door. Except - they won't honour the sale price that I paid for the shoes. I have to pay to ship the shoes back, and then pay an extra $20 for the same shoes since the promotion has changed.

This is ridiculous. The Return and Exchange Policy is absurd in comparison to similar stores with budget fashion. While comparable stores will honour the sale price, and ship an exchange (both ways) for free, Le Chateau is very punitive to the customer.
One simple thing this company could do to build a stronger relationship with its customers is to OVERHAUL the company-wide Return Policy. I gasped when the Agent said "they could not risk a physical customer seeing an item exchanged in store" ... I wonder what the greater risk is? A mounting number of these negative reviews online, or customers seeing other customers being satisfied through a fair Return policy.

The rationale isn't difficult. Change the company return policy.

I love the great selection of beautiful clothing at LE CHATEAU. The staff is always cheerful, pleasant, polite and eager to help their customers. I love the unique style, and youthful atmosphere. Always a must stop when out shopping with my sisters.

No Covid19 precautions, ie plexiglass around counters.
The clerk was not wearing a mask and did not wipe down visa terminal after usage.
She also said that this was not a germ free store.
The store I am referring to is the one in the Central City Mall in Surrey, B.C.
Please please put some precautions in place as we are trying desperately to stay safe and still be able to shop in your stores.

Worst return policy: bought a regular price pair of shoes $59.50. One week later they went on sale for $39.50. I brought back the unworn shoes with my receipt for price adjustment. Of course they said no price adjustment. Then I told them I would like to return the shoes. Of course no return because I didn’t bring the shoes box. The staff was rude and unprofessional. I promise to myself I’ll NEVER shop at this store again.

I ordered 2 clothing items -one dress and one skirt from le chateau online. Including all the taxes and shipping charges, my total amount was around 48$. Unfortunately, the skirt didn't fit me, so I requested a return for that. The skirt price was 15$ and after including taxes and shipping charges for one item, I can say around 22$ for that skirt. When I returned it, I just got a refund of 7.5$ they said that the return label is of 7$ and rest some tax deduction of 8$ which doesn't make sense to me at all. Out of 22$, they deducted 15$ for returning it. I am never gonna shop with them again. The worst return policy ever.

I wished I had read through the reviews before making my purchase.. no customer service at all.. it there was -be as rating it would have been -100.. I ordered one top.. I received a totally different one in a different size which I cannot even use! I have emailed them, Melanie pretending to be the Manager and Kathy the manager’s manager insists that I return it first then they would refund.. it’s no fault of mine.. I ordered online for me not to travel and they want me to go the post office to do the return then they will refund.. I requested they refund me first as it was not my fault and me being immuno compromise I should avoid public places.. they didn’t care a bit n stopped responding to my emails.. there’s no customer service at all.Please do not shop from there..

Ordered online and the wrong item came. They told me it was human error and would be addressed, but after seeing all the similar complaints on here I am starting to suspect they are substituting items intentionally in the hopes of moving product.

By the time the erroneous item arrived, the item I wanted was sold out. Their mistake caused me to miss out on an item. This is another reason I suspect they substitute sold out items rather than telling you and refunding you. I contacted them, assuming they would do the right thing. Maybe offer a discount code (which would generate more sales) or a partial/full refund of the item they sent me in hopes I would keep it rather than eat the return shipping.

Not only did they just shrug, they took several emails to even apologize. In the end, their big attempt to make amends was to let me return the erroneous item for free.

I will never shop with them again.

So I’m pissed off.
I’ve been a loyal shopper at Le Chateau since I was old enough to work and make my own money. I’ve always loved shopping with them. They have styles and quality I like. Until NOW. I purchased several items online and I never find any issues when I shop online. Except this time, a blazer I ordered was a little big for me so I requested an exchange. To my surprise they want to charge me 8$ to give me a return label.
I don’t know about you but I figure with how expensive one single item can be from Le Chateau that the least they could do is offer FREE returns OR at the very least a free return label for items to be exchanged. BUT NOOOO. These selfish greedy money hungry people can not even afford their customers the respect and decency of (8$) eight dollars.

So yes, I have enough self respect to never shop with you again Le Chateau. I’m sure your competition will be more than happy to have me.

Due to covid, had to make a purchase online. Usually I buy in store. Not all items I bought arrived yet. Items that did arrive were the wrong size, and now that store is open, went to exchange but store does not accept change or return. Sent online store an email no reply. Now I'm stuck with brand new unworn items. No more from this store

Ordered a ladies top, did all the accurate measurements and ordered one size larger, (from L to XL) only because I don't like tight fitting clothes. When it arrived, low and behold it probably was made for a child. Then I checked label, MADE IN CHINA. This was not disclosed on description. Never again from Le Chateau.