LEANDER, Texas (KXAN) — A Leander bridal shop recently closed because of missing rent payments.
The closure happened at the same time the business, Lace & Grace Bridal Boutique, received multiple complaints from customers.
A lockout notice was posted on the shop’s doors and the letter said the owner owed past-due rent. KXAN reached out to the landlord for more details, but we’re told they couldn’t disclose that information.
From fairytale to a nightmare
In just two months, Cindy Pelland’s daughter will walk down the aisle and get married. However, planning the wedding hasn’t been easy.
Pelland said getting the dress started as a fairytale at Lace & Grace Bridal Boutique.
“It was a great experience,” Pelland said. “We ended up leaving the store and placing the order.”
But, she said it quickly turned into a nightmare.
“How come they haven’t called? How come they haven’t emailed? How come we haven’t got a text?” Pelland said.
Pelland said she dealt with poor communication, a delivery delay and ultimately receiving the wrong size.
“Two sizes too small,” Pelland said. “And she told my daughter that she must have gained weight.”
Pelland said since running into her own issues with the business, she’s had at least ten other customers reach out with complaints as well.
Ultimately, Pelland said she was stuck with the dress but they ended up buying a new one from a different store.
However, her heart goes out to others who don’t have that option.
“She’s got her beautiful dress, and we will move on,” Pelland said. “But like I said, some of those other brides may not be so fortunate.”
Better Business Bureau rating
The bridal shop received an ‘F rating’ on the Better Business Bureau’s website.
The BBB posted on the page that, “In August 2024 BBB investigated Lace and Grace Bridal Boutique’s business practices. This investigation was prompted by a pattern of complaints. Consumers allege they paid deposits for product with long periods elapsing with no contact from the business, multiple service delivery dates scheduled but no delivery and that dresses received were incorrect or they were never received at all. Lace and Grace Bridal Boutique currently has nine unanswered complaints.”
The BBB said it has reason to believe the boutique is out of business and no longer operating, but it hasn’t been able to confirm that.
According to the BBB, even if a store closes the business still owes customers their product or a full refund.
Katie Galan, Director of Education and Community Engagement with the BBB, recommended customers write up a contract with a business when buying a wedding dress.
“There needs to be something that they can provide you saying, ‘If we don’t get your dress here by this time, at the time that we’re specifying what are they going to be able to do for you?’ ” Galan said. “Are they going to be able to give you a different dress are they going to be able to give you some sort of credit?”
The business owner’s response
KXAN reached out to the owner of Lace & Grace for this story. We are still waiting to hear back.
When KXAN reached out to the store owner a few months ago about complaints with their business they sent a statement.
“We have done our best in an unstable economy to offer great service and transparency to our brides about their gown purchases and the processes involved. Issues arise in any business because perfection is not possible, and we have bent over backwards to address and fix any issues that our brides have experienced. While we are not perfect by any means, we have hundreds of happy brides and we continue to strive for excellence.”
Kasey Shultz, Owner of Lace & Grace Bridal Boutique