Chris, from Custom Linens, was easy to work with leading up to the wedding (until I had a complaint). I liked that he didn't pressure us into choosing his company or try to upsell us on higher priced linens like some of the other rental places ...
did. We decided to pick up & return the linens ourselves to avoid delivery charges. The delivery charge was not brought to our attention until after we signed the contract and was not listed in our quote. The staff at the Hilton set them on the tables & chairs, but I was very disappointed at how wrinkly they were. I'm not sure who should have ironed them, but they didn't look as good as they could have.
The other major problem we had were the color of the chair covers. We ordered ivory covers & napkins. Once the linens were set up, I noticed that the chair covers were not the same shade as the napkins. Custom Linens orders their chair covers & napkins from two different companies, resulting in very different shades of ivory. When we requested fabric samples, Chris mailed us many shades of green, but only one sample of ivory. How was I to know they would be so drastically different.
I did not see the room set up until the reception. It was impossible to complain at that time. The next day we left for our honeymoon and my dad returned the linens. I was not about to call Custom Linens on my honeymoon to complain about the color of the linens just to abide by their policy. It wasn't until I saw our professional pictures from the photographer, did I realize how horrible the chair covers looked. After MANY emails, Chris would only offer a refund of 10%. This was not to our satisfaction & reflects their horrendous customer service. Because of the way he handled this matter, I will never recommend them to anyone.