Complaints

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• Initial Complaint

  Date:06/19/2024

  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.

  We paid a $2000 deposit for a wedding in August of 2020 for my daughter ******* ******* and ***** *****. However, Covid closed the business, and they cancelled the event. No money was returned. After they opened, post covid, the wedding had been called off. I called to request a reimbursement of the deposit, but they said it was policy not to return money, but it could be used at a later date for catering or a deposit on another function. It is not often these types of functions come up, however, we are now organizing a baby shower for Oct. I called yesterday and spoke to Sandy and was told that deposits are only held for a year and then fall off the books. I was not told initially when asking for a refund, that we only had a year to use the money from the deposit. So now the money has been lost for good she said. I would like to think a reputable business would try to make things right here. It isn't like we cost them a day of potential revenue by canceling our date, the business was forced to close due to covid, not due to any fault of ours. It was bad enough that they wouldn't refund our deposit but to now keep it without giving us any chance of recovering it thru services, is bad business. I understand covid was bad for business for many, but a business should not be allowed to profit from it. We never received any notification of the money being lost due to being left with them for too long. $2000 is a lot of money and took us a while to save for our daughter's wedding. It is not fair that they kept it and gave us nothing in return.

  Business Response

  Date: 06/19/2024

  The wedding was initially booked for August of 2020 and was re booked for August 14th, 2021 due to COVID 

  as we were open and hosting events in August of 2021 

  we did offer our clients the option for a credit to be used with in 1 year or the option to reschedule their wedding date 

  we did not refund any deposits 

  This client chooses to reschedule ( See attached) 

   we were able to host on this date as I actually had 2 other events on the date of August 14th 2021 

  attached is their receipt upon booking as well as the contract we do not refund deposits when a wedding is rebooked to an alternate date we did for this client 

  I believe we were more than fair in transferring the entire original deposit to the new date 

  they then canceled the entire wedding just a few months prior to August 14th 2021 

  this does not do constitute a refund at all 

  also this is 3 years later 

  They never reached out prior to a phone call this past Monday 

  somethings not right I don't know of anyone who would wait 3 years to ask for their deposit back.

  Sandy D********* 

   

  Customer Answer

  Date: 06/19/2024

  Covid had a lot to do with the issue here.  The original wedding was cancelled by them, due to covid.  The make-up date was scheduled by them, not by my daughter.  At the first available time they had.  At that point, the wedding was not going to happen.  She makes it sound like we cancelled last minute, but we told them asap upon hearing about the new date that we were not longer going to have a wedding.  My daughter was not in a good place then but contacted them as soon as they had a new date and told them the event was not needed.  I called the fall of 2021 and asked about the deposit.  I was told it would not be refunded but could be used upon a later date for a party or off premise catering.  At that time, no mention of 1 year time line to use or lose.  She didn't make note of my call it seems and i didn't note it either as i figured they would be good to their word and let us use the deposit at a later point.  

  It isn't like parties that need catering pop up all the time, so yes, it has been 3 years since i spoke to them.  Again, covid was biggest obstacle here.  If it hadn't come along, we would have had the wedding but unfortunately, a year later changed the plans for marriage.  Had i been aware of the 1 year use or lose, we would have found a way to utilize the $2000.  We received no such notification of closing our credit and as a result, i feel the credit should still be in play.