Post # 1
I just need a sanity check… I’m planning our wedding from overseas so there’s a 15hr time difference to where the wedding’s taking place. This means I’m pretty much relying on all my vendors to communicate with me via email. All but one of my vendors have been fantastic about supporting this. I talked to most of them on the phone initially, but everything since then has been via email.
I emailed our reception site two weeks ago asking a few questions. I said I understand it’s high season and if there was someone else that could help me instead, to please forward on my email. After a week, I didn’t get a response, so I followed up and reminded her gently that I am overseas and would greatly appreciate if she could respond or pass on my email to someone who had time.
A week later (so two weeks total), still no response so my mom (who is in the same time zone as the vendor) called her for me. No apology for not responding to my emails (even just to say she was busy and would get back to me in x amount of time!) and pretty much every answer to my questions were not wanted I want to hear. Which I think I would have handled better if I already wasn’t ticked off she was ignoring me.
The more I talk about it, the more fired up I get about her not responding to my emails – we are going to end up spending thousands upon thousands at their venue and I feel like as a paying customer, I deserve a response. In this day and age, I think companies need to get used to communicating via email. And she knows I am overseas and that is hard for me to call as I have to wake up in the middle of the night or early morning, not to mention the cost of the call. But I’m hestiant to complain given she has control over our big night. What should I do? Should I get in the middle of the night to call her and say I’m upset? I would like to talk to her further about some of the things she said no to, so I wouldn’t just being calling to complain. Or am I asking for too much? Should I just ignore it?
Post # 3
@midwestgirl80: I kinda know how you feel. Just the other day we asked for an updated event order for the reception venue so we could organise our final payments for what we owe, to our shock when we got the email we found they hadn’t deducted $2000 of what we had paid (we kept reciepts for everything). So we rang up to ask what the go was to be told our event coordinator had gone home and wouldnt return for 2 days. Rang up today with still no end result and them going back through the paperwork to send us a new order sometime this week. It doesnt help that this is the 3rd coordinator of our wedding since we started so we have to keep updating them as they don’t know whats been happening.
Im also having trouble with my wedding dress and them not responding to my emails or phone calls. Arrggh so much stress.
Email is definately not an easy way off comunicating, definately because emotions cannot be heard and things can easily me miscommunicated. My advice is to ring and keep ringing until you get through to them how you feel and they understand your wants and concerns.
Post # 4
You are overreacting. I have to call a business in Hawaii and I make sure to contact them during their business hours. Emails get lost, go to spam, who knows.
Post # 5
You are not Overreacting!! sorry you are having to deal w this. The coordinator at my venue was and is terrible at her job And did the same to us. my dh found out from a girl he works w (same venue) that coordinator never answered her either. she was so sweet and buddy buddy when we toured the place up until we signed the contract . After that I could never reach her via phone or email ( I am very nice wasnt a bride –zilla and always tried to be professional toward her.)
after 10 unanswered attempts at reaching her ( on a time sensitive issue) my then FI got pissed and tried calling, no answer. We made an unannounced stip into the venue ( only 10 min away ) and askEd to see her. Her face turned white when she saw us. We basically were there to tell her we wanted change venues due to terrible service . She apologized promised everything would be better Etc. we let it go and accepted apologies . needless to say nothing changed!
ultimately she contacted me 7 days before wedding to fill out this insanely long from that needed all my vendor info . Wtf I could have done that 6 months ago ! She refused to talk to my DOC and was so mean to her saying I didn’t need DOC since I had (insert coordinator name.) a few things became last min issues bc of this woman waiting till last min.
sory for ramble but it makes me so mad! Definitely set your alarm and call. Ask to have emails sent w all of the answers (you need then documented when working w a slacker coordinator) tell her your worries , give her one morw chance then ask for manager. Good luck !
Post # 6
Eh. I wouldn’t be super mad, but I definitely would be annoyed if they didn’t respond after two weeks. At least something to say she’s busy and would be back to you in x number of days would have been nice. However, it does sound like she was legit busy and emails always tend to get thrown on the backburner. So if you have something important, it’s always better to just call (and this is not exclusive to weddings). If this is a first time offense, I wouldn’t call to complain. But if she constantly ignores your emails or takes weeks to get back to you, then I would say something.
However, I’m wondering if your emails came off a bit pushy (even though I’m sure you didn’t mean to). Little things such as asking her to forward your email to someone else instead of asking for someone else’s contact information can add up quickly for someone who’s stressed. And if you’re pushy or come off as a nag, people are less likely to respond in a timely fashion.
Post # 7
get up and skype- it’s cheap. Yes getting up sucks but it’ll spare you worry.
Post # 8
@miss-stacie-2013: That would send me into a panic! Especially after being shuffled around through three cooridinators! Also, side note- I’m in Australia too! 🙂 Just planning the wedding back in the States.
@sunflower-girl: thanks for the feedback. We communicated with our vendors up front we’d need to communicate via email given the time difference, including this one. They all agreed it would be fine. My other six vendors have been fantastic about it.
@jenr005: That all sounds familiar! You’re so right – getting it in email is needed for documentation sometimes as well. I’m so sorry you had to deal with all that! I would love to have seen her face, haha! I wish we could just march into our venue!!
@runswithbears: you’re right, in most situations it is ideal to call first if important. I tried extra hard not sound pushy. I even told her how excited we were to have our reception there and how my other vendors were raving about the food when I told them where the reception was being held. I thought a little sucking up might help! And I thought I was doing the right thing by offering to have her pass me off. but I can see how it can be perceived differently.
@atalanta: yes, that is where it’ll have to go I guess. Given she works in events, her hours aren’t standard either, so I may get up in the middle of the night and she’s not even around. That happened more than once when we were trying to book them. So it’s not ideal either! But to my mind at ease, yes, worth it.
Post # 9
is there anyone else at the venue you can have contact infomation for?? i would be very annoyed if there was silence on one end of the planning scheme of the big day
Post # 10
@asianyoushi: Not that I’m aware off… when you go to their website and click on contact us, there are no email options other than hers. Thanks for the sympathy!
I’m going to give myself another day to cool down and then call her.
Post # 11
I hope everything worked out okay- this is NOT something I would be ok with. You are paying them BIG $$. You are not asking THEM to wake up in the middle of the night to call them- simply asking to communicate through email- they send emails all the time. It’s how many people do business these days. Even if they didn’t prefer email as the contact method, for them to go above and beyond for an overseas bride – and by above and beyond- I mean email during regular business hours- this, in my opinion is a basic courtesy towards your clients.
No matter what anyone says, you tack the word “wedding” on to anything- the price goes up- just because they know people will pay for thier big day. I do believe a little customer service goes A LONG way- GOOD LUCK!
Post # 12
You have every right to be outraged! Your vendor shoud be answering your every question in a professional and timely mananer. What I would do is print out any emails that have not been answered and send them a certified letter (especially if you can get the name of the GM – or anyone who may be above this person).
Ask your questions and let them know how unhappy you are with the service you have received. Squeaky wheel – don’t be afarid to make noise and KEEP ASKING QUESTIONS…