Complaints

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• Initial Complaint

  Date:03/30/2023

  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 hosted my wedding at Journeyman, an item that was delivered to the venue went missing. The *** and owner did not accommodate any request to remedy the issue and my concerns were completely dismissed. I was not provided any footage of what occurred, I was given no compensation for my loss.

  Business Response

  Date: 03/31/2023

  Hello,
  Our managers and team members have been threatened, harassed, and accused by ***, all while trying to assist in finding his personal property. Due to his aggression via email, texts, and phone calls, we have informed *** he is not allowed on our property and that authorities will be involved if he does so.

  Our email coorisponce with ***:

  From: *******************
  
  ***,
  
  You will make your own personal decisions but be reminded that you will be held accountable for your actions on and against our property and business. You have already provided a history of complete disrespect and utter hostility towards my team and contracted wedding planner. I will no longer tolerate your ill-behavior towards this business.
  
  You are not welcomed back to this property based on your previously displayed behavior of yelling and combativeness. If you are present on this property, you will be removed by authorities.
  
  
  From: ********************* <**************>
  
  I will be there tomorrow in person and in front of your patrons to file a police report and see this footage, if its not available, you will be hearing directly from my attorney. You cant produce footage, yet you want me to believe a story. Last I checked you did take comepensation from me, which your videos will show and unfortunately my memory is a little hazy and I dont recall any other details regarding that conversation, other than I offered you $100 as compensation for helping me out and you ultimately accepted it. Unfortunately that is all I can recall from that conversation. Unless your videos are that sophisticated to recall what was said during that conversation, you accepted compensation, so please dont try and tell me something different that neither one can prove occurred. Ive lost all the patience Ive had with you and your establishment. The reviews online support that this is a recurring issue and I promise you that I am fully prepared to pursue this matter to the fullest extent possible. Have a great day ****!
  Sent from my iPhone
  
  On Mar 30, 2023, at 7:49 PM, ******************* <*********************************> wrote:
  
  ***,
  
  I have provided the response that you requested from me on Sunday. My response, based on camera footage, is that your groomsmen left a valuable package on and in a trash can that was eventually taken out to the trash.
  
  I understand your feelings behind this sentimental belonging that was misplaced. However, the object was never in possession of myself nor anyone on my team as the footage shows. I do not and my company does not accept accountability for your personal belongings, particularly when they are neglected in the manner displayed in video.
  
  I have accommodated your request for urgency and delivery of an answer by providing my time throughout this week to make this discovery and report back to you. You should understand that I also have other pertinent, operational tasks throughout my week and I have woven this request in with solid diligence.
  
  You can recall that at no time did I accept compensation from you (I refused personal compensation from you multiple times) for any extra services but rather directed, in agreeance with you, a $100 bill to the hourly team. This is also shown on camera.
  
  My position is that we have fulfilled our obligation for your request to investigate what occurred. Please take the time to also ask for proof from your party members that they delivered this special box to your personal safe keeping per your request to them.
  
  
  From: ********************* <**************>
  
  ****,
  
  In addition to my response below, trash is not picked up until Monday. Had you provided me with this information on Sunday, I would have gladly searched your trash for the remains of these. The story I am receiving is extremely hard to comprehend because the individuals who delivered these items are some of the most reliable people I know. Not only did I personally ensure the box was delivered to your establishment on Saturday, which fist ****** tried to deny and then ******* wanted to deny when I spoke with her on Sunday night, I am fully certain my guys would not tell me that they recalled putting this box on the same cart as the sparklers unless that was something they truly believed to be fully accurate. Your establishment is legally obligated to maintain their security footage and seeing that clearly expressed to you the severity and importance of this situation on Sunday, I would assume if the alleged story below was completely accurate, you would have saved that footage to provide me with proof. The mere fact that you have been and continue to be so reluctant to provide evidence of what occurred and are just blowing this off as an acceptable mishap just furthers my concerns and suspicions that something else happened with my property while at your establishment and that its in Journeymans best interest to claim plausible deniability that you can neither confirm or deny what actually occurred in this scenario. 
  
  Show me some level accommodation, urgency, and concern for what youre alleging occurred on Saturday. Had I gotten any kind of true assistance and/or assurance that this matter was taken seriously and was a priority for your team, I would not have such an extremely negative and justifiably suspicious reaction to the response you have provided below. Give me something here, neither you nor your staff had any problems accepting any voluntary compensation that I extended to everyone for the level of service that was received during my event, yet no one can do anything for me now that I need something from your end. None of this is acceptable and as an organization that is still establishing their brand awareness and loyalty, I think it would be reasonable to assume that going above and beyond for someone like my wife and I, who paid you significantly, should be a priority and not just dismissed in the manner that it has been currently.
  
  *********************
  
  Sent from my iPhone
  
  
  ?****, 
  
  Thanks for the follow up. Please provide me with some kind of proof of what you are alleging occurred. Screen shots, etc. My Groomsman are adamant that this box was placed on the same rolling cart as the sparkler boxes, which ****** could not find at one point in the night, but then later showed up in the night. 
  
  This is still extremely frustrating, as if this situation was not initially handled in a manner where parties denied having the box delivered vs. urgently looking for the box that evening or when I expressed concern during dinner, this box may have not ultimately ended up being completely disregarded as trash. No one could allegedly review footage on Sunday, therefore I couldnt get any time to even look for this item, even before trash collection occurred. I have been ****** understanding towards this whole matter, so please entertain my request here and show me what you are describing, because as of right now, all I am hearing is a textbook response that is attempting to remove liability from your establishment and place blame on my groomsman. While the scenario below is completely plausible, without any proof, I still have no genuine peace of mind here and that is all I have asked you for since Sunday morning. There was no urgency to assist, there was no concern. The impression that I have been left with from your establishment is now that you paid your bill and we got almost $60k from you, we owe you nothing. My wife and I went all out with everything that your company offered and as a result you profited significantly. In any professional setting where two parties enter into an arrangement like this, it warrants some kind of additional consideration to go above and beyond in circumstances like this and regardless of what actually occurred, that is where Journeyman as ultimately failed me as a customer. I am absolutely certain if roles were reversed here and there was something unfortunate and unforeseen that occurred at Journeymans expense, there would have been more urgency on your part to resolve the matter, yet you and your establishment are expecting me to accept the below response as how you assisted me in this matter. This whole thing ruined not only my wedding experience that I paid your company significant compensation to host, but the resulted in ruining my entire brunch on Sunday due to absolutely no acceptable level of assistance in resolving this matter. I was also lied to on multiple occasions, YOU told me that I would hear back on Monday, then I find out from your boss that youre off Monday, now my box conveniently was left on a trash can by my Groomsman, thrown out and I dont get a single response until Thursday on this matter. I am still within my legal right to file a $1k theft at your establishment in order to obtain the documented footage I am requesting, and I am more than willing to take whatever action I need to. I also am not far enough from Journeyman where it would be out of my way to drive back and ensure the police are aware. Ive already prepared all the necessary receipts to demonstrate the value of my items and am fully prepared to take this as far as I need to in order to get some kind of genuinely acceptable resolution here.
  
   It is an absolute shame that you and your company are so unwilling to fully assist in this matter and actually help me out. 
  
  I am expecting some kind of response from this email. 
  
  *********************
  
  Sent from my iPhone
  
  
  
  ***,
  
  Thank you for your patience as I looked into this matter and reviewed numerous camera positions and hours of content on your event day.
  
  I was able to zero in on a particular box, with what appeared to contain logo plastic bags, that arrived with 2 of your groomsmen at the early part of your day. The two men arrived at the property and are shown unloading a single cardboard box and setting it on top of one of the basement trashcans at the loading ramp entry. While the box is sitting on the trash can, the 2 men add empty cardboard beer can flats on top of the box and off load 4 carts of beer and take it upstairs to the event.
  
  The 2 men complete the delivery of beer, return to the basement and the box is tipped into the trash which it was resting on. The box is shown on camera resting in the trash can with other cardboard placed on top (by the 2 men) as the 2 men return to the car and drive off. The box remains in the trash can for over 2 hours and is completely undisturbed; no one returns to look for the box.
  
  If this is the actual box in question, it is unfortunate to say that the routine trash and cardboard removal was eventually completed at mid-day. This box is removed as trash along with other bags of garbage and cardboard.
  
  Again, if this is in-fact the correct box we are looking for coming from the 2 men that you introduced me to on Saturday and Sunday who were responsible for it, I am confident in reporting that the box was forgotten in the basement by your 2 groomsmen and was left in a manner that would more than reasonably disguise the missing box as trash requiring removal.
  
  Thank you for your patience again.

  
  Even with all of his hostility, we hosted a very successful event, what we were contracted to do- *** stated in his negative review of us:
  
  Posted 03/31/2023 by *** on The Knot
  
  It is genuinely disappointing that I was given no other alternative than to post this review, as my Wife and I truly had an overall incredible wedding at Journeyman, however I feel absolutely obligated to ensure any couples considering this venue are aware of my personal experience dealing with Journeyman.
  
  My wife and I had a 220+ person Ceremony and Reception, in addition to a 100 person ******, at Journeyman distillery on March 25th and 26th of 2023. We rented the entire upstairs space of Journeymans venue, including both ********************* and The Grainery, as well as selecting one of Journeymans premium level packages for our guests. Needless to say, we spared no expense at ensuring our guests were given the best experience Journeyman had in offer.
  
  In all fairness and transparency I have to acknowledge that our overall wedding experience was extremely enjoyable and my guests really had a great time. However that was not without hiring additional outside services and dealing with some other secondary issues that occurred.
  
  With that being said, an extremely sentimental and valuable item that was brought to Journeyman for our wedding mysteriously went missing upon its arrival to the venue and the incident did not receive any legitimate level of concern by Journeyman. My personal interaction with Journeymans leadership team has severely RUINED my entire experience with the organization and compelled me to ensure other couples are fully aware of how the establishment conducts business and treats their customers.
  
  Instead of receiving the slightest level of empathy, accommodation, or genuine concern for the situation that occurred, I was dismissed and provided with absolutely no assistance, accountability, or even offered compensation for my situation. Initially I was told that my item was never received, then after I assured the *** that I personally handled ensuring this item was delivered, he finally agreed to review security footage per my request while attending my Sunday Brunch. However, after *** said he would review the footage that day, their camera footage was conveniently unavailable. I was then told that footage could be reviewed Monday and I would receive follow up. Ultimately, I did not hear a single word back until four days later, and that was only after I text ******* AGAIN. Even then, the only response I received an extremely insincere email response from *** **** confirming he reviewed footage, and the item I described was thrown in the trash and ultimately dismissed as garbage but Journeyman was not liable. I was also not provided any documented evidence to corroborate this story I received and was not even offered any sort of compensation or apology of what occurred. While I have no proof at this time to support allegations that anyone from Journeyman may have been involved in the mysterious disappearance of my items, the complete dismissal of my concerns, lack of accommodation, nonexistent urgency in investigating the matter, and complete disregard for the severity of the issue, despite paying tens of thousands of dollars to this organization, I could never recommend anyone do business with Journeyman. My strongest suggestion to anyone considering this venue, please do some additional research, check glassdoor, read the negative reviews associated with this organization on multiple forums. There is a clear pattern to how they do business. The impression I was left with is Journeymans only motivation is money.