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:07/18/2024

  Type:Sales and Advertising 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.

  Details include the following Epic Event Gallery attempted to charge an additional $250.00 for 10 extra seats to set out. This was not in the contract which states I'm allowed approximately 50 guests. I then called to inform them I will not be paying the ghost charge and that I'd rent 10 of my own chairs if needed. I was cut off multiple times in this phone call and was told I violated contract by hiring a wedding planner ( this is not against anything written in that contract ) I was then screamed at and accused of cussing and the phone call was ended I try to call back multiple times and there was no answer. Epic Event Gallery cancelled my event less than 3 weeks from my event. They issued a refund to a payment method that no longer exists so I have not and will not receive that $703.86.

  Business Response

  Date: 07/18/2024

  Dear Better Business Bureau,
  I am writing on behalf of Epic Event Gallery to provide a rebuttal to the complaint filed by *** **** ****** regarding his experience with our venue. We take all feedback seriously and wish to provide a detailed account of the events leading to the cancellation of *** ******** boutique wedding.
  *** ****** initially booked a boutique wedding with us, which is a time-limited (2.5 hours), pre-decorated event with a maximum guest limit of 50. This package is designed for couples seeking a streamlined and intimate celebration.
  Several weeks ago, *** ****** contacted us to arrange a visit to our venue with his bride. Upon arrival, they were accompanied by a wedding planner and expressed a desire to organize their event in a traditional wedding style, increasing their guest count to 60. This request was outside the scope of our boutique wedding package.
  I informed *** ****** that if he wished to proceed with a traditional wedding setup and exceed the guest limit, he would need to switch to a different package and incur an additional $250 charge for the extra guests. This is standard practice to ensure that our events remain well-coordinated and within the agreed-upon parameters.
  At this point, *** ****** became extremely agitated and hostile. He cursed and told me to "shut up" and asserted that he was paying me, displaying aggressive behavior. Concerned for the safety and well-being of myself and others at the venue, I decided to end the call to allow *** ****** time to calm down. However, he continued to call repeatedly, six times in succession (phone record attached), which further heightened my concern.

  Due to the aggressive and threatening nature of *** ******** behavior, we made the difficult decision to refund his payment in full and cancel the booking for his wedding. A copy of the refund confirmation and the letter sent to *** ******, explaining the cancellation due to concerns for safety, are attached for your reference.
  We at Epic Event Gallery strive to provide a safe and welcoming environment for all our clients and staff. The behavior exhibited by *** ****** was unacceptable and posed a risk to that environment. We stand by our decision to prioritize safety and professionalism in our operations.
  Thank you for your time and consideration in reviewing our rebuttal.
  Sincerely,

  Customer Answer

  Date: 07/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  **** ******
  

  Customer Answer

  Date: 08/11/2024

  I have yet to receive the refund promised to my by Epic Event Gallery, this business has lied constantly to both myself my wedding planner and to BBB. They cancelled the event and I have sent multiple emails stating that I have not received a refund for my deposit. I will take this matter to the court system if necessary. I also have the emails proving that my wedding planner was in full communication with Epic Event Gallery and no charge was stated there either. 

  Business Response

  Date: 09/03/2024

  *** ****** Our previous correspondence and provided documentation on three separate occasions, your refund for the canceled boutique wedding at Epic Event Gallery has been processed in full. I have attached the refund receipt from Square once again for your reference.
  Square has confirmed that the refund was issued to the checking account associated with your debit card, not a credit card. Our records show that the amount was debited from Epic Event Gallery's account and transferred to your bank.
  While our standard business practice does not include refunding deposits, we made an exception in this case. I understand that you have mentioned your account was closed. Given this situation, I strongly recommend that you contact your bank directly to inquire about the funds and retrieve them from the closed account.
  Please find attached all relevant documents, including the refund receipts and previous emails, along with Square’s receipt that your bank verified the receipt of funds.

• Initial Complaint

  Date:12/18/2023

  Type:Service or Repair 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.

  Epic Gallery hosted a Brunch w the Grinch on 12/16 at its location on Race Street. It was advertised as brunch, games, prizes, painting, and photos w the Grinch. $25 for adults and $18 for kids. We purchased 2 adult and 1 child ticket. When we arrived it was a mess! Not set up, clearly a “mom and pop” operation w a CROCKPOT from someone’s home set up and some donut holes in a box! There was not painting or pictures and the “prizes were USED toys! Brunch was 3 pans w frozen food (powdered eggs, mini frozen pancakes, sausage) Very unprofessional and not worth anything near $25 a person. The Grinch came out w his hair rag sticking out the back and dirty tennis shoes. These people should be ashamed of themselves! Taking $ and promoting a great event for kids that was CLEARLY not planned or set up properly. All of us deserve a refund and these people should be banned from promotions in the future.

  Business Response

  Date: 12/30/2023

  *****, we have carefully reviewed your recent complaints and would like to express our sincere apologies for any inconvenience you may have experienced during the event held three weeks ago. We understand that the Grinch costume did not meet your expectations, and we truly regret any disappointment this may have caused. We appreciate your feedback and take all customer concerns seriously. In our previous responses to you on social media, ******, and now BBB, we have consistently offered to engage in a dialogue with you to address and resolve the issues you raised. However, we did not receive any response or request for refund through ********** from you. During the event, our staff observed a situation where you and another attendee you were with expressing concerns to the other customers about the Grinch costume. However, subsequent feedback from other attendees has been overwhelmingly positive, highlighting the enjoyment and success of the event for children. We value each customer's experience and strive to create memorable events for everyone involved. In an effort to resolve this matter amicably, we have initiated a refund request on ********** for the return of your funds. We hope this demonstrates our commitment to customer satisfaction and serves as a gesture of goodwill.

  We remain dedicated to ensuring a positive experience for all our patrons and appreciate your understanding.

  Epic Event Gallery