Cover it With Class

ast few months negotiating a refund for services rendered. We strive to give all our brides a memorable experience and we apologize your experience was not as expected. We wish you and your husband all the best and thank you again for taking the time to review! -The Cover it with Class team

eyond for our clients at all times. Alex, thank you for taking the time to provide cwc with your honest review of our service. I'm so sorry you're feeling this way about your experience. I wish you would've brought this to our attention immediately following your wedding. Future couples, I had the opportunity to engage with Alex several months after she booked with us since my assistant was no longer employed with my company. I contacted Alex as soon as possible to let her know about the change and we ended up meeting to go over everything. At that time, decor was given to me for the bar. As the day came closer, there were multiple changes, making it a bit difficult to keep everything straight, resulting in an error with pricing and I did change it to reflect the proper price. I'm not perfect and I do make mistakes like everyone else. I apologize for the delay in communication at times. Communication and customer service is what makes a successful business and this is a priority for Cover It With Class. However, I'm a business owner, teacher, and a mother of two. In the summer I can communicate immediately. Since losing my assistant and going back to work along with other obligations in the evening, I try to get back to clients as soon as possible and that can take a couple days. During the same time, I was also dealing with my daughter being admitted to an Appleton hospital for 10 days and didn't want to advertise this personal matter. I put my heart and soul into my business but my family comes first and I'm only one person. As the Cover It With Class team arrived on Saturday they installed the candy bar and placed the candy out and left the large bags of popcorn in the container. The venue was going to pour the items in as it got closer to reception time. We put all the extra candy and supplies under the table and let 2 staff members know all extras were located under the table. On any wedding day there are several people doing multiple tasks to ensure the wedding is a success. Since we don't know everyone and didn't know who your attendants were and no introductions happened, we did the next best thing and went to the venue personnel so I apologize if this was communicated differently. Why didn't you have your attendants contact us with that question,as that is their job the day of the wedding? I personally made the mistake of telling Alex I would mail a check right away and that's not realistic. Regarding a refund, I should've contacted her after learning through my accountant/lawyer regarding the process and time frame. It can take a minimum of a month to get it back and the amount has to be put back the way the invoice was paid. Alex will be getting a refund by the end of the month which would be by this weekend. Finally, with the loss of an assistant and myself being a teacher, I did my best to schedule around her time and have someone there. I apologize they were 10 minutes late. After reading her review and personally reflecting, I have learned that a refund policy will now be placed on my contract for current/ future clients. I will also be adding a section about treat bars and identify where extra supplies will be so there will be no blame put on Cover It With Class in regards to communication. Again, I thank you for taking the time to read this response and best of luck to this couple.

eyond for our clients at all times. Nora contacted me back on February 14, 2019 to inquire about a pipe/drape for her wedding day. At that time the pipe/drape was to be placed in the chalet as guests came into the reception. Due to the wedding being in Lake Geneva and my shop located in West Bend we ended up communicating via email through this entire process. On the inquiry it stated that it was taking place at the Grand Geneva Resort and Spa at the Chalet. This is a new venue for us to service as it’s not a local destination but excited to check it out. I emailed Nora on September 23rd to confirm set up and details before providing the service. Nora responded with “Set up can begin at 2p.m. on Friday, 9/27 and everything needs to be taken down by 8a.m., Saturday 9/28. The Chalet will be open until Midnight”. I responded with “Great, thanks! We will more than likely tear down on the 27th at midnight”. There was no talk about any plans changing due to weather or anything. I ended up calling and talking with one of the event planners and she stated that it would need to be set up no later than 5:30p.m. -6:00p.m. for the event. I ended up having to attend a funeral for my dear friend who died 4 weeks after finding out she had cancer. I sent one of my very responsible employees to do the job. She headed out a bit past 2 p.m. as it was a drive for her. She ended up calling me after driving around after trying to find the Chalet as the property was so large. Due to the rain the staff ended up changing the ceremony to inside and failed to let us know in regards to the change in set up time. In the review it states that a staff member called us from the venue which was untrue. My employee ended up arriving at 4:35p.m. and immediately started installing the pipe/drape which took around 20 minutes to do. She did install the lights that were referenced in the review as well. My employee looked everywhere for a power source which was impossible to find unless she took a cord around 100ft across the venue which wasn’t ideal and could’ve been a safety hazard. She ended up looking for a staff member to open the door behind the pipe/drape to plug in behind the door and the gentlemen stated “I’ll be right back and never came back to assist with plugging in the lights” and never came back. There were little to no staff members there. Instead of standing around looking for a staff member she ended up leaving to be out of the way of potential guests and tried to let someone know on the property which was never communicated properly. As I reflect back on this situation, I know that I now have to add a category on all client profile sheets that specifies electrical source locations for all pipe/drape service so this doesn’t happen again in the future. I will also be sure to ask all brides with outdoor weddings what their weather backup will be to ensure that it won’t disturb the set up times for us. Finally, I will be sure to have one personal contact at the venue as communication seemed to have lacked in this situation. Customer service and communication are our top priorities, and I also apologize if this couple feels that we did not meet their expectations when it came to service and communication. We wish this couple would have called us to discuss these complaints. Again, I thank you for taking the time to read this response. This was a beautiful wedding and I wish the couple the best of luck and a lifetime of happiness!

est service possible, and are willing to go above and beyond for our clients at all times. During this event, we did our best to fulfill the couples’ vision for their special day. We met multiple times before the event, so the couple could decide what would make their day special. Aside from providing top-quality linens and floral, we transformed the ceremony space into the reception space in one hour. Guests were ushered into a different building so we had no control over them walking in while we transformed the space. The nature of our work is physical which is why we tend to wear comfortable clothing. No one wore a “wife-beater,” but we are established with T-shirts for all employees now. We do consider this a learning experience and agree that uniforms are necessary. In addition to flipping the space, a personal attendant worked the event. The attendant completed all tasks listed on a written job description provided by the couple. In addition to these tasks, she cleared plates, cups and utensils off all tables after the meal. She also cleared linens less than a half-hour from when the venue was to be vacated, on request from a parent. These are not services we typically provide, but we wanted to make sure this was a wonderful day for our clients. Customer service and communication are our top priorities, and I also apologize if this couple feels that we did not meet their expectations when it came to communication. We always try to get back to our clients as quickly as possible. We wish this couple would have called us to discuss these complaints. Again, I thank you for taking the time to read this response. This was a beautiful wedding and I wish the couple a long and happy life together!