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I htink you made the right decision about not moving forward with that venue. Her email was just meant to try to take the blame off of her and make you feel guilty for questioning her customer service. Even if everything that she said was true, there is no reason that she should not have remained in contact with you and let you know exactly what was holding up her process.
Well, honestly, I don't know how busy that venue can be but it is wedding season (so they could be very, very busy) and your wedding isn't until a Friday night, 15 months away. If you hadn't heard from them in two weeks, you probably could have just given a follow-up, reminder call. It's not the first time you're going to have to do it in wedding planning.
My wedding is in 3 weeks, and I can't get in touch with the venue without a week turn-around! I understand the frustration.
Her response was actually kind of rude, I think. THEY are the ones who told you they'd get back to you within a few days, and if they couldn't make that deadline, they should have contacted you and explained why. It's not fair of them to try to make you feel guilty for wanting prompt responses.
I'm sorry you're feeling so frustrated! Perhaps maybe you're being a tiny bit too emotional? I can't blame you because I'd probably be the same way about a venue I adore as much as you do. The response from the coordinator was professional and sincere...You could think of it as her and other vendors working extra long and hard on making your day unique and exactly what you want - how great is that? :)
Any chance you can convince your future-husband to distract you with fun things over the next week to give the coordinator the time she apparently needs?
I agree. MOVE ON to a different venue. My wedding isnt for 4 months and in the middle of wedding season my venue ALWAYS emails me back within an hour!
I actually thought her response was not professional at all. I work in events, and if I tell someone I am going to do something, I do it by that date. If I can't, I will let them know. It doesn't take two weeks to get pricing from a purveyor or your chef, that is just BS.
If it is wedding season, she should know how busy she is, and whether or not she can fulfill her own promises.
You made the right choice. I'd forward her message to her boss.
You're not being overemotional. McGroom and I had a problem booking our venue, but he really wanted it, so we did it. Granted, we have a super short engagement compared to yours (4.5 months), but we're having so many problems with them that we haven't even looked at honeymoons and our wedding is about a month away. Aak. I say good choice.
Honestly, her response was fine, and she is most likely telling the truth. There are so many aspects that have to come together from rental people, the chef, etc... She probably WAS waiting on other proposals (and some people may have been waiting on info from her as well to put one together). Honestly, you are probably going to encounter this with other venues. It can be frustrating, but sometimes as a bride we have to stay on top of vendors. That's one reason having a coordinator is helpful. Also, for us, all WE think about is x,y,z. Vendors are thinking about past clients, current clients, future clients, and balancing all of that in the busiest wedding month of the year does take it's toll... especially in regards to communication.
The best thing, would have been if she called you to tell you she didn't have all the quotes back yet.
The 2nd best thing would have been another gentle reminder that you need to select a venue, want it to be hers, and need to make a decision.
Option 3, was to move on because you didn't feel right.. and that's fine. I think your letter was fine, I think hers was mostly fine... perhaps your more emotional because you are so invested in this venue you kind of feel like you should have given them more time?
Bottom line, they weren't fulfilling your needs, and something way better is out there. Don't dwell on what "could" be... look at what is amazing ahead of you.
A simple phone call on her end would have alleviated this situation altogether. If this is her standard MO (lack of communication), you are saving yourself many headaches by terminating this relationship. I'm sure you will find another location that will make your dreams a reality.
YES! SOO rude!!! I mean, you were VERY nice and calm in your email to them so I think it was very unprofessional of her. I am a bad person so I would totally contact a higher up in the company and tell them your griefs and what she said and then blast them on all the rating websites.... but that's just me. I think sometimes subtle rudeness is more frustrating and rude that outright rudeness. She should have said something along the lines of, "I'm so sorry that we took so long to get back to you. This has been unexcusable and I completely understand your frustration. If there's anything we can do to keep you as a client, such as a 20% discount on the rental, please let us know. We will keep your date reserved for 2 weeks in case you change your mind. And if you don't, we wish you success in finding a venue that will make your dream wedding reception a reality. Again, we are so sorry for causing you so much distress amidst hectic wedding planning." I mean, you might have changed your mind if they completely tried to fix it. But instead she just ailienated you and tried to make you feel stupid! Good for you for standing up for yourself!
Her response was rediculous. I mean she didn't even try to save you as a future customer. As if filling the date on their calendar was not important, even if your wedding is 15 months away. I am sorrry you are starting over again. I understand what it is to wait for venues to give you information, I went through the same thing. However, every venue I contact sent me, at the very least, their general menu, services, and packages so I could get an idea of what they had to offer and at what price. This way niether of us waste time. The vendor can move on to someone else and I can move on to another vendor if they didnt have what we needed. Goodluck with your search. You made the right decision.
I'm sorry you're frustrated but I would move on if I were you. You dont want to deal with people who start off bad, it just makes for bad business for you and un easy feelings for the rest of the time. dont worry, I think things will turn out beautiful once you pick a new location.
her response was very unprofessional. she was trying to place blame on "you and your demands" without recognizing that she did not hold up her end of the bargain.
run not walk away from this venue.
if this is a problem even before you give them any $$ or have solid plans this will only get worse once they get paid.
be happy you are finding out now and not a month prior to your wedding. Forward the email to her boss (along with your original email) some people should NOT be in the business of working with customers let alone brides!
I am undecided how I feel about this-- whether I think you jumped the gun on calling her out or not. On the one hand- it was bad on her part to say she'd get back to you by a particular date, 2 weeks go by and still no communication... Though, on the other hand, considering that she was working on an actual quote-- and it sounds like you have lots of different things and different people she would need to get information from before being able to finalize that quote-- I'm pretty sure that these things can sometimes take some time (especially if she is waiting to hear back from other people in return). That on top of it being the biggest season for weddings at the moment. I think you probably should have sent her a follow up email asking what the status of the quote was sometime during those two weeks after she said she needed some more time. Maybe you dismissed her and the venue too quickly. I do feel that her response was a little rude but maybe she also thought that your response was rude if she had been activly working on getting your quote finalized. If you wanted to patch up this situation and still go with this venue I think that may still be an option for you if you want. But if you want to just go with someone else because you think they are incompetent or treated you disrespectfully that would be a valid choice as well. I guess it depends on how much you want this place (It sounded like you wanted it a lot). Honestly, I guess my feeling is that she didn't really do anything too out of bounds-- she probably should have contacted you sometime in those 2 weeks seeing that she was late getting you your quote even after her extension time... thought I also think maybe you should have checked in with her for the status of things since she had already mentioned things were going to take longer than she expected... :( Good luck with which ever venue you chose to go with!!
Hmm, I might be the only one, but I honestly don't think her response was all that bad. She was just explaining that she was putting time into drafting a thoughtful proposal that was complete and ready to go. During wedding season, it's tough to do that.
But obviously, if it made you upset, this isn't the venue for you. Just keep in mind that during wedding season, it will take venue coordinators time to get back to you, so try to keep that in mind as you continue your search :)
Good luck!
I would be totally infuriated, too. That was a ridiculous response. She could of at least told you that she was in the process of getting in touch with the chef and distributors so you don't feel left out in the cold. That was done unprofessionally. Is she the main authority there? I would totally contact higher management and tell them. That is absolutely ridiculous.
I think her response was entirely uncalled for, and definitely had snarky undertones. The issue isn't whether or not she was still working on the quote, it was the lack of communication surrounding all of it. Even if she WAS working on the quote (of course she would say that she was, but no one really knows, do they?) why would she pick a date DURING wedding season and her busiest month, to get back to this particular client? If she is in the industry, she should have known better than to give a deadline she couldn't meet.
And, IMO, her attitude in her response email was completely uneccessary. As another PP said, she didn't even try to keep your business. That, combined with the lack of communication from the venue, would make me steer clear of that place for good!
Also, given the situation, I don't think there was any other way to address the venue without approaching it how you did. You stated your reasoning, your feelings, and you were not insulting or emotional. I think you did a pretty darn good job of giving the right level of "emotion" to that email, which should have made her think twice about her actions, or lack thereof. Unfortunately, it seems like that is the kind of place that doesn't have to worry about losing a customer---which is never a good thing in this type of situation.
I don't think her reply was all that bad either, especially since your initial email was pretty accusatory. I know it's frustrating when people don't respond when they say they will. But it is the wedding industry's busiest time of year. I'd have cut her some slack. The one mistake she made, IMO, is not contacting you herself and apologizing for/explaining the delay. Still not unforgivable, but a lot more professional -- and reassuring for you....
I dont think her reply was bad either, and if anything i think that maybe you jumped the gun a little with the whole situation...afterall it IS wedding season AND there a are probably a million weddings going on there as its the summer and those brides SHOULD have priority over a bride who is getting married in 2011.
I DO think that they should have called you though or snet a short email saying "sorry we havent been able to touch base etc. but im working on stuff etc. and will get back to you ASAP". Either way if you dont agree with the way they run there buisness this far ahead in the game then i wouldnt stay with them either...it will only infuriate you in the future.
Best of luck finding a new venue :)
It your gut says no- trust it. That should be your mantra while planning. Good luck- you will totally find something else!
Also- you might want to take a step back emotionally when dealing with business transactions- if only to be sure you made the right decision and to alleviate stress. Could your FH back you up when negotiations get tough?
Run for the hills. Yes, it is wedding season and yes, it takes time to put together a detailed quote. But if she promises to get back to you on X date, it is totally unprofessional to let X date come and go without sending a follow up "hey, I know I promised you a quote today but I'll need a bit more time because I still haven't heard from the distributors".
I would be completely frustrated too. It is totally unprofessional to miss a deadline YOU set (and extended) without any followup at all. Busy or no, part of being in a service industry is cultivating new business while maintaining current business. That means meeting the promises you make to everyone. I think the most insulting thing is that rather than try to win you back over, she basically shifted all the blame away from herself. I think you're avoiding a lot of stress by moving on. This is when they are supposed to be "courting" you.
Sorry, but I've worked in event planning, and her email sounded like a textbook "pass the buck" to me. I always met my quote deadlines - because if I didn't, the owner of the facility would hear about it, for sure. And I never wanted to start out on the wrong foot with a potential client. So, she wasn't doing her job, and she seems pissed that you called her out on it.
Bottom line, you need to work with someone who is an effective communicator, and she doesn't seem to be it.
You'll find another great venue, don't worry!
You did the right thing, and I think your email came across perfectly -- dissappointed without sounding rude or patronizing in any way. Working with a venue coordinator who is anything less than professional would be a huge headache. I know you had your heart set on this venue, but there is certainly another venue out there for you that will be much easier to work with. Good luck!
You did the right thing. Her e-mail was very CYA (cover your a$$) in its tone. It would have taken that venue coordinator a whole minute for her to write and send you an e-mail saying she was not going to meet her deadline.
On the other end of the spectrum, when my florist was working on my quote, it was taking her longer than she had told me to turn it around. The difference is, she sent me e-mails letting me know her quote would be delayed because she was waiting on her vendors and sources.
Perhaps another follow up email or call on your part would have been the right way to go first, but her response to you definitely seemed like a CYA email, and also very condescending and snarky. I think you did the right thing.
I actually think her response wasnt too bad. Your intital email was a little too forward this early on. I'm sorry to be blunt, but honestly working with vendors you will have a lot of times where people dont get back to you by the date they said they would. It doesnt mean they arent good to work with it just means that it is wedding season and there is a lot going on right now! Also, you are right that you are probably not their first priority as your wedding is over a year away. I could understand if you were waiting to hear whether the venue was available for that date or not, but to get a price quote this early on, I dont think they are going to be jumping at that right away. Obviously this is not the correct venue for you to go with, but for future contacts with vendors you have to remember that sometimes people will say they will get back to you and other things will come up. It is just about staying on top of people. And by that I dont mean writing an email that is accusatory, but instead calling them and pleasantly saying "Hi its so and so, I know you are probably really busy but I was just checking to see if you had gotten that done for me yet!" Being polite and understanding goes a long way!
if what she responded with was really what was happening, how difficult it is to send an email saying, "i'm sorry this is taking so long, but i'm in the process of contacting A, B, and C to get an accurate pricing structure for your event." instead of just ignoring you? i mean that took 2 seconds to write, but would have given you a lot more trust and confidence in them. i think you're right to continue your search for a venue. trust your gut in all of these types of situation - if you're uncomfortable then you need to make a change.
clarebee I don't think she was being rude at all in the email. Maybe it was too forward for your taste, but that doesn't mean she has done anything wrong. We were not there to hear the conversation that went on between the customer and the vendor. But from from the sounds of it they made it very clear that they would get back to her by a certain date and they didn't. A simple phone call or email? they couldn't have managed that? Come on...
Serya...Yes, it's wedding season, yes they're busy, but would it have killed the coordinator to at least call you on the day she said she would and give you an update? Even if she didn't hear back from all these "other vendors" that she was trying to coordinate with, she could have given you a heads up about that fact. I agree you could have called her too and let them know you're really interested, but weddings are very expensive. We put a lot of hard work into them. This is our hard earned money, and we only get one wedding (hopefull, right?). I think if they can't follow through with a simple phone call even with it being wedding season, who knows what they might fall through with on your wedding. I don't care if your wedding is 15 months or 15 days out, you are a paying customer and deserve good service. I'm confident you will find another venue that can give your wedding and you the attention you rightfully deserve.
You made the right decision and you avoid a whole a lot frustions dealing with the event coordinator. She didnt response or come through with her promises. This shows how unprofessional she is and the letter was pure guilt trip and rude. I hope you get the best event coordinator and your dream wedding. Good luck
I disagree with some of the posters saying you jumped the gun, you did not. Two weeks is more than enough time.
OP, the coordinator should have kept you clued in EVERY step of the way. She should have emailed you the day of the extension ended giving you what information she had and stating what information has not been divulged.
Move on and count your blessings. If you knew how to contact the owner, I would forward this info on.
Go with your gut. I think that if she told you when she was going to contact you she should have, and it is not like she was a day or two off she was weeks off. I agree with those who have said that if she was really waiting on vendors she should have informed you. This does not bode well for how she would treat you in the future. I think her e-mail was created both to take the blame off of herself and to make you feel guilty for not choosing her venue.
The fact is you are ready to spend a lot of money on a very special day. I don't care if they do it all the time they need to make you feel special from moment one. I have been amazed at how well my vendors have been treating me and they do this all the time. Part of the vibe of the day depends on the vibe that they set with you and all of your preparations. In my opinion you are absolutely right to find a different venue, you will ultimately be happier. Fortunately you have time to research your real perfect place.
I agree that it can get busy with places but I also think being in immediate contact is important with a vendor. I think keeping you informed is important -- and maybe she felt by saying she needs more time she left things open ended. I know I have never felt ingnored by my vendor contact and it does make me feel very confident that I am taken seriously and they are doing their job. I have no doubt this was just as important to you or you would have not cancelled your plans.
My thoughts:
#1 I do think you were a smidge impatient. This is Wedding Season and your wedding is not until October 2011. She should not have told you 2 weeks (knowing that this is the busy season) but I think a gentle reminder would have been better at this point.
Having said that, sometimes you do have to go with your gut. I really wanted a certain hotel for our wedding but dealing with our Contact there was intolerable. He made me feel like he was doing us a favor by even talking to us. I had to let them go and I found a much better place (who was happy to have our business!).
#2 The Vendor response was typical. Some places have so much business that they really don't care about your wedding. You are just another contract and if you don't work out they'll just get another one. It is best to find someone who understands the importance of your wedding and will communicate in a timely fashion.
Good Luck with Everything!
After looking at your e-mail, and the vendors, I don't see what else she could have said to you. You basically terminated any contact from henceforth by saying "we are not going to do business with you anymore"...I don't know how blunt you can get. I would have written the same e-mail back to you as the vendor wrote. "well sorry you feel that way and good luck to you..." Why is that rude? Did you want her to beg for your business? It's a little diva-ish, and I know you are a bride and all that good stuff, but vendors work with many different people...I hate to say it, but if the vendor was a popular one, they probably wont miss your business, you'll be the one to miss out on your "dream" location because you felt someone didn't grovel at your feet...and i'm not saying this to be mean, but reread your e-mail to her...you are the one who told them you didn't want to do business with them. you didn't say let's work this out, i'd appreciate a quicker response, can you get back to me when you say you are. Yeah the vendor made a mistake by not getting back to you, but 15 months is a long time before an actual wedding, and like you said...yeah, they probably did have more pressing things to do and probably didn't put their focus and attention on you. But that doesn't necessarily mean they aren't attentive and responsive to their clients.
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... in frustration.
I've had my heart set on a particular reception location for over a year now - even before my guy and I were "officially official". I went with my FMIL to speak with the event coordinator over three weeks ago and felt like things were coming together. When we left I was told that I would have a quote by the middle of the week. I was excited and started counting my chickens.
Well we all know how that goes.
The day before the quote was due I received a email asking for more time - no problem. Friday works just as well as Wednesday.
Two weeks has passed since without a single word.
This past weekend the guy and I had a discussion about the situation. Feeling as if you're not a priority is never a good thing. Feeling like your wedding isn't a priority severely sucks. As much as it broke my heart we decided that we're going to have to give up on this location.
Monday I sent the venue coordinator a email.
"Good afternoon, When we met on June 19, 2010 it was my understanding that you would be sending me a menu proposal based on our discussion about a cocktail reception for October 1, 2011. I have not yet received that proposal. While I understand that you are busy I am concerned that it has been over three weeks since our meeting - and over two weeks since I last heard from you - and I still do not have this information. Your facility has been my first choice for my reception for over a year - before I was even "officially" engaged. I envisioned a cozy, intimate event in a beautiful location with great food & wonderful service - and I was confident your facility could deliver that. That you have been unable to fufill even this early step in the booking process is very discouraging, especially since you chose the date that you would contact me by and the extension time frame. I know that the events that are happening now are your top concern but I do not feel as if my event is any kind of priority to you. As a business person this is concerning - as a bride it is painful. Another of the reasons that I wanted to go with ~insert name of venue here~ is that I was sure that I would recieve personal attention from the event coordinator & chef rather than being treated as "one of the masses". I have lost that confidence. I know that you are not in your office today - and I am sure you had a busy weekend. I am also aware that last weekend was a holiday - and I'm sure that added more to your busy schedule. However, I do not feel that any of these reasons justify this situation. This email is not meant to insult or anger - merely to express my disappointment and to let you know that we will not be using your facility for our event. With best regards,
Serya"
Her response:
"Not a problem Serya, I was not only discussing the information with our Chef, but also contacting distributors and waiting for them to respond with information on pricing of specific things that you requested. You also mentioned that if I had any other things I could recommend to do so and I was working on those ideas as well. I was trying to make your dreams come to reality with everything that we had discussed and keep you in the budget but deliver an amazing reception to wow your guests. Best of luck to you and sorry that it took so long for numerous people to try and make your day wonderful."
This just makes me want to scream.
Am I wrong in thinking that this is ridiculous? Or am I being a over-emotional basketcase?
P.S. I just realized how long this is... Sorry.