Post # 1
I’ve been trying to get a contract signed with our venue so that we can proceed to send out save-the-dates to our friends and family. The probelm is that our venue’s wedding coordinator takes FOREVER to respond to my emails, and in a few cases didn’t even respond until I followed up with a phone call!
Now, before you guys think I’m a ‘zilla, let me preface this by saying that I totally understand that wedding coordinators are busy. I generally don’t write emails or call during Friday/Saturday/Sunday, and I don’t expect an immediate response (anything with 48-72 hours is acceptable). But our coordinator has taken 1-2 weeks to respond! And sometimes he doesn’t even respond to my questions (which are as simple as “can we use a credit card for the deposit and subsequent payments?”)
I love this venue (my FI and I fell in love with it when we visited in May), but this unresponsiveness is really unprofessional and is making me have second thoughts… Our wedding isn’t exactly chump change (probably at least $15-20k in revenue for the venue, not including accomodations, which are also at the venue), so it’s like, don’t you guys want our business?! ARGGH
Crazy thing is that our venue has great reviews on WeddingWire (all 16 reviews are 5-stars!), but all the reviews are also dated from 2009 and 2010… nothing more recent.
As much as I love our venue, I feel inclined to move our business elsewhere. My FI has also offered to have a serious heart-to-heart with the coordinator if he doesn’t respond in a week… Bah! What do I do, bees?
Post # 3
@cdn_bunny: That would make me second guess too! I am totally understanding for no response in a few days, but when it approaches a week..totally not ok!
Post # 4
@Britt214: Exactly! If the coordinator takes 1 week or more to respond, I’m a bit peeved!
For example, I had a conference call with him last Wednesday to iron out the details of the contract, and he promised that he would send a final contract very soon. It’s been 9 days, and not a peep from him yet! And, it’s like my follow-up emails (and voicemails) are going into a black hole of nothingness!!
Post # 5
The slow response time is problematic and a reasonable cause for concern. Is the coordinator more responsive on the phone, and, if so, could you communicate by phone rather than email? I prefer email to phone calls, but the staff at my venue are not great about responding to emails so I just call them.
ETA: In the time that I was writing my post I saw that you responded that the coordinator is also bad about responding to voicemails. If you’re set on this venue, then I would just keep calling until you get the coordinator on the phone.
Post # 6
Oh my god, it took my coordinator THREE WEEKS to reply to an email where I asked for a rental price for ONE piece of equipment. When she finally did respond, she ignored my question and just said she’d add it on to our invoice. I quickly responded and said NO, I just wanted the price! (uh, much nicer, though), and it took her another four days to respond with the actual price and me two seconds to respond with a “thanks but no thanks” on that. I get that it’s wedding season, but three weeks? And then to ignore the one thing I asked for?
Post # 7
Aren’t coodinators supposed to help reduce stress vs. adding to the stress of wedding planning?! My FI is *thisclose* to taking over and firing our venue and coordinator o.O…
Post # 8
@cdn_bunny: If you love the venue, then it could be worth it, but definitely expect this to be the case later on in the process!! I would also say to NEVER judge the reviews on any website as full truth- Almost ALL wedding reviews are 5/5- 95% of the time, women love their wedding so much they rate it a 5 just because it was a great wedding- this may not have anything to do with the actual venue, dj, hair stylist, etc. I noticed that when looking at reviews.
Post # 9
@cdn_bunny: The worst part is, she’s WAY better than the previous lady. TBH, she was really helpful back in January-April, I think she’s just really busy.
Post # 10
@cdn_bunny: You’re not being a bridezilla. That’s a BIG red flag. I’d definitely rethink the venue choice. If they are that unresponsive BEFORE securing the booking, they might be a nightmare to deal with on your actual day. People don’t typically get BETTER customer service after a sale is locked in–usually it’s the other way around.
By not responding in a timely manner, what she’s saying (without actually saying it) is “we don’t care enough about your business.”
Post # 11
@onceinalifetime122113: Be careful about reviews on sites like projectwedding, weddingwire, etc. The reason those are so positive for everyone is that all a vendor needs to do is “challenge” a bad review, and the bad review is removed. I’ve seen brides on other boards comment a LOT about their honest yet negative reviews being taken down.
ALWAYS cross reference those reviews with Yelp or other review sites.
Post # 12
Oh my gosh I feel your pain!! I purchased an order for invitations on Etsy and the seller went MIA for 2 weeks!! I was starting to get really nervous because I’m on a tight deadline and I’ve been screwed by two other vendors during my planning process. So I contacted a local designer to help with my invitations and filed a dispute with AMEX. Magically, she repsonds to me the morning after I filed the dispute. Why do I get the feeling she was contacted by AMEX and said “oh shit, I better repsond ASAP”. Too little, too late hun…I want my money back. It’s just not professional to not repsond at all for that length of time. All the while, you’re over here freaking out.
Are there no other venues you loved? Is there anyone else at the venue you can contact about these sorts of things?
Post # 13
@IzzyBear: Yeah, it really bugs me that some vendors don’t respond until something pushes them to do so (i.e. when AMEX contacted your Etsy vendor, when I left my 3rd voicemail for my wedding coordinator, etc.). Whatever happened to being timely?!
I had my heart set on this venue, so we didn’t look anywhere else. And, unfortunately, the coordinator is the only person at our venue who handles weddings.
But, today, I reached out to 2 more venues in the general vicinity and they got back to me quickly with reasonable quotes, so at least we have a few backups if this venue doesn’t pan out!
Post # 14
@CelticBeachBride: Aww, I’m glad I’m not the only one who thinks that the non-responsiveness is a big red flag!
Part of me thinks that they’re slacking on responding to me because they think they’ve got me sold (I wear my heart on my sleeve, and the coordinator could tell that we loved the venue). But, still! Come on, 9 days and no response?!
Post # 15
Personally, I’d take my business elsewhere. I’ve had a similar expeience with two local venues. I ended up just crossing them off my list, to me it’s not worth the hassle when there are so many other local venues who will respond within hours (not days/weeks.)
Post # 16
That’s a tough call. The process leading up to the wedding can be so complex, so it could be a sign of things to come if you’re having difficulties with the coordinator this early on. At the same time, if the venue is worth it, then it’s worth it. You’ll have to weigh the pros and cons and decide if the potential frustration in the process is worth it. If it is, then just know that you have to chase her a bit, and call back until you reach her.
I thought that I had decided on my venue, but after a few conversations with the coordiator and some miscommunication between us, I decided to keep looking. It just felt off to me. The venue we decided on ended up being so much better and my planning process has been relatively smoothe so far.