Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/04/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a ***************** on July 17,2022 for a small private event scheduled 7/19/2022 evening. Within 1.5 hours after booking, my wife started feeling flu-like with muscle aches. An urgent care physician diagnosed her with a "Viral Syndrome/ Flu". I cancelled the Sommelier event- 4 hours after booking- by phone and email. I told them that I had a doctors note for her as well. I was told that they cannot refund the money in any situation. I told them that I can fax over or email a doctors note - which they said they would not accept. They were very unaccommodating as well as insensitive to my predicament and stress. I have never worked with a business this out of touch with people.

  Customer Answer

  Date: 08/03/2022

  This is the invoice -paid via paypal. 

  Business Response

  Date: 10/12/2022

  ****************************************** booked an event with us for ********************** services. He booked on Sunday for his event to take place 48 hours later on Tuesday. The event was scheduled to occur in a location that was 90 miles outside ***********, **. Due to the short turn-around timeframe and distance, I explained our Cancellation Policy and our Location Premium policy (for events happening in a venue with a distance more than 50 miles outside of a major metropolitan region). Additionally, our Terms and Conditions explain our refund and rebooking policy.

  Upon request to cancel, I reiterated the options available to him based on the Invoice/Service Agreement that he previously paid. He did not want to take any of the options provided to him for rescheduling, nor did he want to rebook an event. We offered him a special opportunity to postpone his event for 1 or 2 weeks, at no additional cost, while his wife was ill; to which he rejected.
  

  The information below is what was explained to him and was included in the invoice that he agreed to before making the purchase:
  
  
  CANCELLATION POLICY 
  Should you need to cancel our services: * 100% of your payment will be refunded up to 30 days prior to your event * 50% of your payment will be refunded up to 15 days prior to your event * Payments are non-refundable within 14 days of your event 
  
  
  LOCATION PREMIUM 
  * Day-of-Event Professionals will receive a 50% Shift Premium for events taking place in remote locations. 
  
  
  REBOOKING FEE 
  Should you need to reschedule your event, we will access a $250 Rebooking Fee.

  Customer Answer

  Date: 10/12/2022

   
  Complaint: 17601449
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************