Wedding Vendor Customer Service

[michellesolomon]

Customer service is so uneven as to be annoying, often because you're never quite sure of the level of service you're likely to get. However, usually the more you pay for something, the better the customer service. To wit: Our wedding vendors have been friendly, helpful, and available, getting back to us by phone or e-mail within a day or two of

Comments

[unikyrn]

Sorry, but when I'm going to hand somebody a pile of money that needs a comma to print correctly, they damn well should be responding to my questions in a timely manner. None of this, "I was on vacation or out of the office" crap. If they publish an email contact address, they better respond to it within 24 hours of my asking a question. Voice mail? Respond the same day within a few hours, unless I called at the end of the day in their timezone.

And if they don't respond, they get one follow up message via the same method they ignored, telling them I've taken my business elsewhere.

They want my money, they have to earn it. None of this, "we're the only option around, so we don't have to provide customer service, you've got no other choice."

[whitiger]

I agree! Good grief! That is just absolutely ridiculous! I would be all for having my parents take a ride and have her call me while they all were sitting in her office. Then I would be making some phone calls to hotel managers/director(s) of operations.

[unikyrn]

One suspects you never ignored customers like that. I remember more than one rant in IRC about what you thought of some of those customers, but you didn't ignore them. :)

[whitiger]

LOL Some of those customers I WISH I could have ignored. I always tried to give the best customer service I could. I know a lot of people do not, but I am appalled at the level of unconcern from such an upscale and expensive establishment. Capitol offense!

I know that changing the venue right now would be difficult and would require some major shuffling, but it is not impossible! Even though you two are not big on weddings most couples are and this kind of service is absolutely inexcusable!! I strongly suggest getting in contact with Kathy with a K's boss. If she is so lax and inconsistent this far out from the wedding, what guarantee will there be that she'll deliver on the big day itself?

Or... as Teh suggested to me, email Kagi and ask him for the email/phone number of Magic Tom.

[michellesolomon]

We will probably be in touch with Kathy's boss at the end of this and giving some (hopefully helpful) feedback.

We wouldn't be able to switch venues at this point. We're two weeks away from the wedding; we've signed a contract; we'd be out $5,000+ dollars, which we can't afford; and trying to find a venue in two weeks, from 2,000 miles away, and telling all our guests - I'm just not willing to put myself through that. Plus a similar expense for another venue, finding catering - nope, not gonna happen.

So we'll complain and expect an apology, at the very least.