Customer Service Policy
As a leader in the industry, we understand the need to offer various services, detailed information and many options. Good customer service consists of providing answers, options, examples, details and thorough written explanations to help you to become a well informed consumer. Accountability and customer service are very important parts that have led to our continued success and growth. This is a summary of our customer service and list of our commitments to you, so you can know what to expect before, during and after your event.
We have interactive showrooms so you can play with the linens on tables and dress the chairs. Our staff will provide free demonstrations upon request. We work on almost every weekends so we are available at the most convenient times for you. Appointments at our showrooms are available on the weekends - you can also make an appointment during the week. However, we are closed some holidays: Mother's Day, Easter, etc., so our staff can enjoy these special times with their families. We have staff in place to assist as you can leave a message with a live person 24hours-365 days/year. To save you money -we also provide a toll free number. We have online staff to answer questions - they also provide great decorating suggestions.
Contracts are an important part of planning any event. Some contracts can be very brief and you find yourself wondering "does it cost if", "what would happen if", "what do I do if" or "how do I". We inform you of everything up front in writing and want you to be well informed of the procedures, with no hidden charges or surprises. Our contracts cover every little detail in writing, so you don't have to think of questions to ask. And since we put it all in writing, we stick to the contract and perform accordingly. Our contracts are in very easy to read language. We include all optional service request forms with the contract- so you know what to expect if you add a service or more products. You can call our corporate office and request an invoice copy to be mailed, emailed or faxed if you have reserved items or made additions. You can find more information and photos on our web site. We are always complimented on our web site. We welcome you to submit any questions in writing and will provide a written response to avoid miscommunications-submit questions via e-mail, fax, or letter. Please understand our policy to protect our employees/company information. Employees will be known on a first name basis only. We do not disclose any staff's address, phone numbers, personal info or anything that is considered proprietary to our company. We do not disclose your personal information to anyone as well. We do not sell the information of our customers. We have never had a problem with our customer's privacy and do not intend to. We do not disclose the information of your event or discuss the content of your contract with anyone without your expressed written consent. We operate compliant with the law in all aspects of business. We reserve the right to refuse business to anyone at anytime.
We offer free swatches (a reasonable amount) so you can really get your hands on the largest selection of colors and fabrics whether you are near or far. You can also purchase a beautiful collection of our large swatches (swatch box) for personal or business use. We have a sample borrowing system, at a very reasonable price, so you can see the color selections and fit (for up to a week). We have different sizes to fit a variety of chairs. Call, e-mail, fax or write for a sample request form. We have a large selection of colors, fabrics and sizes. We can also custom make items for you to keep or rent. We can source fabric and colors, make specific sizes/custom designs. We can proudly say most of our items are made in the USA. We support our local communities and donate to select charities. We offer volume discounts, Early Bird specials, a manager's special on select items and a gift (rental value) with each order.
You can reserve items via fax, mail or in our showrooms. If you are interested in reserving items, staff at the corporate office/showrooms will check availability of the item(s), shipping prices, staffing availability for services, inform you of the availability and can offer suggestions as well. We offer full service: Delivery, shipping, set-up, removal, end-of-event pick-up, next-day pick-up, swag and bow installation/removal, pre-tied bows, accessorized item(s). We are committed to offering you the lowest prices we can by allowing you to do things yourself: save money by picking up and returning at specific showrooms. You can also set up yourselves. We can pre-tie/pre-pin certain items. We do not require the Lessee to be present for pick up or delivery, shipping or return - you can assign someone else in your place. We provide shipping prices prior to reserving items. Please inquire with the exact shipping location/specific items desired as items vary in weight. We can ship right to your door or event location. We ship worldwide. We explain the shipping process in writing very clearly as hundreds of our clients use our shipped items and return them with ease. We also offer Pre-scheduled Pick up and we can have the shipping company pick up the boxes right from your location. We allow you to rent the items for a day - but pick them up the day before (if event is Sat/Sun) and return them the following day at no additional charge. (restrictions on certain holidays) Shipped items arrive 1-3 days before the event for no additional rental charges. We stick to our policies and serve our customers on a first come (signed contract) first serve basis.
We accept all forms of payment: check/visa/mc/disc/amex and offer cash discounts.