When We Fall Short.

When We Fall Short…

Working in this industry is hard. I’m not going to lie or sugar coat things. Before we opened the store, I wondered at bridal shops who had gained such poor reputations for customer service. Seriously, how hard is it to offer good service to your customers, especially during such a joyous time in their life?? Now that we’re almost four years in, I realize why. It’s really hard to operate a business within an industry that relies on international partnerships and production and still maintain control over every aspect of that business. I’m not making excuses. I’m not placing blame. What I am trying to do is keep in touch with the changing nature of the bridal industry so that I can make smart and timely decisions that will lead to an improved customer service experience for our clients.

The last few weeks have been difficult. We’re working with a designer who is behind in production and unreachable by phone. We receive production updates via email, but they are few and far between. As a result, we have customers whose gowns are coming in later than anticipated and it’s beyond frustrating! We’re struggling to keep you, our customers, informed, but are not receiving satisfactory answers ourselves. It’s not a secret that most bridal and special occasion gowns, including those we carry, are made overseas. Unfortunately, this means we don’t have the luxury of phoning the factory directly to get an update. It’s frustrating for you, for us, for the designer, for all involved. So we would like to publicly apologize for the stress, for the anxiety, and for not having all the answers.

In the midst of dealing with production delays, we’ve got other business-related responsibilities to attend to: ordering tuxedos, running bridal appointments, ordering and tracking accessories, serving walk-in customers, and prepping for graduation which is just around the corner. We are a small store with a small staff and some days it feels like we’re carrying a mountain of responsibility. That being said, we want to apologize to those of our customers who have not received the best service experience in recent weeks.

We do take this job seriously. We do care about each of you. I wish I could sit down with you over a cup of coffee or welcome you back into my office and chat. While that may not be possible, writing a public letter to apologize is. I hope you’ll hear my heart and my passion in my apology and consider that my staff and I are only human, that sometimes we make mistakes, and that sometimes things are simply out of our control. But we must learn from our mistakes and our experiences and move forward. So that’s what we’re doing.

Our ultimate goal is that every interaction with a member of the Once Upon A Time Weddings team meets and exceeds your expectations and that your experience at our store is exemplary every step of the way. In order to do that, we will be streamlining our merchandise over the summer so that we can focus primarily on bridal. This means we will no longer be carrying gowns for other occasions (grad, prom, bridesmaids, mothers, etc.) Of course, all customers who have ordered gowns from us will still receive them. We don’t anticipate any delays if we haven’t spoken to you about your order, then your gown should still arrive according to plan. If you have a question about your order, don’t hesitate to call us!

We love working with our brides and want to create a store environment that will offer brides a personalized and exclusive experience where they receive individualized customer service, care, and attention.

If you have any questions feel free to shoot me an email at info@onceuponatimeweddings.ca, text me at 519.319.9441 or call the store at 519.245.7997. We sure do appreciate you, our customers.

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