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:06/09/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  On March 16th, a friend and I attended an event at Oversea Distillery to see a friend of hers perform. Neither one of us had heard of it and was really impressed. The food, the service, etc was all really nice. So nice we spoke w/the manager ***** about having my retirement party there on the evening of May 31st. We told him what we were looking for, and he was very informative and I ended up signing a contract and putting down a deposit that evening. Several weeks later I was trying to contact the manager, and found out that management had changed. He was surprised that no one had contacted me. It took several calls before anyone called me back and then the current manager ******* (I also spoke to someone named ****** once) finally called back. She then informed me that things had changed including the fact that they now did food trucks (she even told me to find a food truck to come). That was highly undesirable to me, because that is not what we experienced when we were there. ******* was not easy to get in touch with in fact, she set up a meeting to meet me and my girlfriend to discuss things...and she wasn't there. This is now 2 weeks before my event and with no communication and the fact that this establishment is not run the same way as what we experienced...we went with another establishment. An email was sent to ******* stating this and she is refusing to give back my deposit. Said she would hold it for another time we would like to use the facility. After the lack of communication and how this facility is being run now...we have NO desire to come back. Because neither of us live in the area, we aren't even sure if it is even open. **I have attached a portion of the menu from when we visited showing the food that was supplied from the kitchen when we visited in March, along with a picture of the receipt from the deposit. **

  Business Response

  Date: 06/10/2025

  Thank you for taking the time to share your experience with us. We genuinely regret that your experience with Oversea Distillery did not meet your expectations, and we appreciate the opportunity to clarify a few important points regarding your scheduled event.
  As soon as our new management team became aware that the previous manager was no longer with the company, ******* reached out to all clients with upcoming bookings including yourself to ensure continuity and address any questions. We understand how changes in management can cause uncertainty, and we made every effort to respond to phone calls and emails promptly to keep you informed during the transition.
  In regard to the catering, we would like to clarify that the food served during your initial visit in March was indeed provided by a food truck operating on-site, not an in-house kitchen. While the previous food truck operator is no longer affiliated with Oversea Distillery, ******* offered alternative solutions to accommodate your preferences. This included helping you locate another food truck offering similar cuisine or connecting you with a local caterer. These options were provided in an effort to replicate the original experience as closely as possible.
  We understand that you ultimately decided to cancel the event. However, as outlined in the signed contract (attached), the deposit is non-refundable. This policy is in place to protect against lost bookings and associated costs. While we understand your decision not to reschedule or move forward with a future event at our venue, we must respectfully adhere to the terms of the agreement.

  Customer Answer

  Date: 06/12/2025

   
  Complaint: 23442646
  
  I am rejecting this response because:

  No one ever contacted me to let me know anything about the management change. It wasn't until I called ***** **** (the manager I made arrangements with for the party) to find out when I needed to pay the rest of the deposit that I found out that management had changed.  He gave me the names & numbers of the ones to contact, but when I tried  to contact them, most  my calls went unanswered. When talking to ***** again (he was the only person that I could successfully get in contact with) he also stated that he would see this whole situation that he will see this through regarding getting my money back because of the changes in management and the fact that no one notified me about what happened. This was  2 weeks before the party, and nothing was settled. With no communication, etc this was a very bad & unprofessional situation.  There was even a meeting set up between *******, my coworker (who was helping me with the planning), and myself to hopefully get things situated and when we got there...no one was there. 

  About the food truck situation, at no time did anyone tell us that there was a food truck initially. They had a regular menu and there wasn't a food truck anywhere around. The time when we were supposed to have a meeting with *******, there was a food truck out front that another establishment had for their event, but after going a couple months thinking everything was situated to now being asked by someone new "what kind of food truck do you want, we will try to find one for you"  10 days before my event was not a good situation to be in. 

  I don't see how any of this is my fault. The sheer unprofessionalism of this establishment...they didn't hold up their end of the contract if you ask me. If I had not called ***** it would've a mess for us to show up that Saturday and nothing was the way it was supposed to be when we signed the contract.

  
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 06/13/2025

  How would you like to receive your refund of the deposit? 

  Customer Answer

  Date: 06/17/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Please send a check to me to the following address:

  ******* J McQuaige 

  12 ******** Ct 

  ************, Md 21133

  
  Sincerely,
  
  ******* ********