Post # 1
We had to rent plates, silverware, glasses and chairs for our event. No where on our contract did it state that the items had to be cleaned at the end of the use. The vendor was recommended by our venue and the coordinator at the venue told us that they just scrape food from the plates and rinse the glasses. That the vendor will wash.
While we were on our honeymoon I received a very ugly voicemail from the vendor that 66 plates and 22 glasses were missing, the chairs weren’t stacked just thrown in a pile and that the plates were full of food not scrapped clean. She said at the end of her message that this would result in hefty labor fees and “that’s just the way these things go.”
We couldn’t call her because of our location. So when we got home 5 days later I emailed her and told her to please let me ask the venue if they have the missing items and to send me a bill for the labor. Then I checked my credit card… they had already charged my card $500.00 without asking me or telling me that they were doing so.
As it turns out, the vendor mysteriously found the 66 missing plates, the venue found the 22 glasses. So we called to explain that we stacked the chairs at the end of the night, (we have several family/friends who can attest to this) and that the venue claims that they scrapped the plates clean. Not to mention that the items arrived dirty when we got them and we had to handwash them prior to our event.
We told the vendor that we would be disputing the charges on our credit card because 1) the glasses were returned and 2) the amount she billed us for and charged us for didn’t match. She charged our card $20 more then her bill.
She then replied back immediately with “then I’m suing you!” and hung up. A day passed and she emailed me that she was going to credit my card for the glasses. It has been 3 days and my card doesn’t show the credit yet.
My question to you all is… do I email her back and say the credit hasn’t gone through. Or do I just wait until my credit card company follows-up on the dispute claim?
Post # 3
I wouldnt say anything else, keep all documented communication (emails), and follow up with your credit card. I would def get this taken care of, your vendor has been extremely shady and very rude. Does it say anything in the contract about how this kind of situation is usually handled?
Post # 4
No the contract is very vague. There are only 5 bulleted items on the contract and they don’t apply to party rentals only to heavy equipment.
Post # 5
Yes, definitely document all communication. Save all emails, and have the venue state in writing (even if just over email) what condition the items came in and were returned in. If you happen to have any pictures that show the chairs being stacked (like in the background), even better. I would email her once more to tell her that you have disputed the charge, the CC company will be investigating, and you have her promise to refund part of your money in writing. Tell her that if she chooses to sue, you will be happy to go to court (yes, obviously this is a lie, but the likelihood of her actually following through on a lawsuit is probably pretty slim), because you have plenty of documentation to support your case. If you sound firm and make it clear you know she’s wrong, my guess is that she’ll back down pretty quickly.
Post # 6
Wait, so if the contract is super vague, she doesn’t have a case! The contract is meant to protect the vendor as much as the client, and if they didn’t say anywhere that the dishes didn’t need to be cleaned, then they have no case. I’m almost positive that you can get the entire charge reversed.
I would also alert your venue and ask that they remove this vendor from their referral list. They obviously have horrendous customer service.
Post # 7
@Lili- I do have an email from the venue stating that they scrapped the plates clean just like they have done in the past and that the chairs were stacked. As well as the missing items were returned to the vendor. So at least we have that.
I don’t have any photos of the chairs stacked, but I do have photos of the chairs prior to the event and during the event that clearly show that they were never in mud or the rain that they were on concrete floors and the sun during our ceremony was never prettier.
Post # 8
Document everything and dispute it with your credit card company. Time is of the essense. The time allowed to dispute a charge varies with each credit card company.
Post # 9
I just wanted to say I’m sorry you’re having to deal with all this just after your wedding/honeymoon :(. Things should be on your side since you have her info in writing saying they found things & you have plenty of people to attest to how things arrived. Maybe you can even say the dishes arrived dirty & you paid for clean dishes & want a discount on the price you paid to “rent” them? Good luck!
Post # 10
Also, you may want to post their business name on here & if they’re one of the WB vendors, note this in their service. Who knows how many other people have been charged & by speaking out, you may be preventing others from going thru that mess.
Post # 11
I don’t have anything to add because I agree with PP’s but wanted to say I’m sorry they did that while on your honeymoon. I’m just shaking my head in amazement. And especially to automatically charge your credit card. Keep all the documentation and get it now while you have everything fresh in your mind. And certainly let the venue know how you were treated by their preferred vendor. Is there a manager of the rental company you can talk to?
Post # 12
There’s no way hey will go through the hassle and expense of small claims court for $500, especially when there is nothing about it in the contract and the items have been returned. It’s an empty threat designed to get you to panic and let them keep the money they illegally took.
Post # 13
Just remember to stay calm. I always makes the mistake of getting really mad and saying things I don’t mean! I think you are 100% correct and its not like you said you wouldn’t pay her if anything was missing! She is being a total B and I think you need to document every little thing and tell your CC to look into the charges!
Don’t let this lady push you around! The way she spoke to you and HUNG up on you is not business like at all! RUDE!!!
Post # 14
As a former event manager this sounds a little iffy to me. If the contract didn’t say how the china was to be returned to them (clean or not) I’d double check everything you’ve got from them, contract, email, delivery order, everything. Everything is almost always spelled out because if it’s not it’s VERY unlikely that a credit card company will actually honor the charges.
I would also discuss the issue with your venue, if they referred her. If I’m understanding it right it sounds like you left the venue in charge of the break down. If you dispute the charges with the credit card comapny, which it sounds like you should be doing (all of the charges including the labor) and the rental comapny does decide to sue you f for ANY reason you were at fault (which it doesn’t sound like you could be) you have emails from the venue stating that they were responsible for those things so in turn the venue should have been responsible for the cleaning fees etc.
Post # 15
I agree with the others — get the charges COMPLETELY reversed. It sounds like she’s lying, and an idiot.
Post # 16
@cricket- The rental contract is one page long. So I know there isn’t anything we’re missing. I actually had to request a contract several times from them which they scanned the contract and emailed it to us. I’ve never received a hardcopy. Also, the venue cleaned the plates, silverware, glasses according to how they normally do business with this vendor. We were responsible for stacking the chairs. So I know that those were taken care of. My wedding coordinator (not associated with the venue) watched my venue scrapping the dishes clean so we know that did take place. I have gone back through my emails and cannot find anything from her on how the items were to be returned. There was never any documents when they delivered/picked-up the items either. Which is really bad business on their part.
I have requested a dispute claim with our credit card company. So we will see what happens from here.
I am just really really heartbroken that our wonderful wedding/honeymoon had to end with this over our heads.