- 4 years ago
- Wedding: December 2014 - Norton Country Club
Sorry for the length of this… Short version: Venue replaced the Day-Of Coordinator without any notice (understandable) and new DOC is not meeting our expectations. Is it unreasonable to prepare a documentation packet for the wedding and/or ask her manager to be available to us on the day of instead?
Background: My fiance and I signed a contract with our venue on December 5, 2013, a year and a day before our wedding. We liked the venue package options and were particularly convinced after our tasting went well and we met with the very impressive Day-Of Coordinator, “J”. J offered some great insight when I had questions and was prompt in responding to our emails. I was surprised when an email I sent to her in mid-April went unanswered into early May, so I called the office and heard that she was no longer working there. Her assistant, “C” had been hired to replace her and would be taking over our planning. Ok, not ideal but I was happy to just have someone to forward my April email to…
I sent C all of the emails from J to make sure everything that had been affirmed/promised could happen. She responded quickly and was positive about making sure the plans were kept. Yay! I was relieved. Fast forward 2 months- I email C and ask to come in for a quick meeting about linens and to finalize the menu in a month, if she’s available. I receive no response for a week, I forward the email to her again- no response for 2 weeks now. I call, she says she set up the appointment and just forgot to email me; she also sends an email confirmation while we are on the phone. Ok, not ideal but it was just the biggest point of the wedding season so I move on… I send an email to confirm one week out, no response. I call, she confirms again that we can meet her at the end of August on the 29th.
Fiance and I take the day off of work to do vendor visits in the area (1.5 hours from home). We arrive at the venue at 3:25 for our 3:30 meeting. C’s assistant tells us that C will be right in… we hear her go into the office and call, “Did you forget an appointment? Well there’s a couple here…” We wait for 20 minutes. C walks in and welcomes us to the venue, no apology for being late. She hands us a “So you’re thinking about being married here?” packet. I remind her that we’ve already decided on the venue and we were supposed to finalize the menu and linens choices. She asks for our wedding date and comes back with an empty folder with our (correct) names on it. She says, “Oh, so you’re ‘Lefty’ and ‘not FI’s name’…” We correct her on FI’s name, she is unphased. She says that she doesn’t have a copy of our contract and asks if we do… I did, so she made a copy. She asks what we are here for, using the wrong name for Fiance again. We politely correct her on his name and I pull out the email where she confirmed our meeting and it’s purpose. We finally look at the linen samples and make a selection. She asks us to schedule a tasting. We advise her that we’ve had one and had made our choices, they were supposed to be in our folder. She has no notes about this and wants to charge us for another tasting… No. We go into more detail over the wedding and she starts saying that some of the things we planned (previously OK per her email during the transition) are not allowed! I pull out a copy of that email and she asks for a copy of it as well. During this 30 minute period, she calls my Fiance by the wrong name 5 times (never apologizing), asks us to schedule a tasting 3 times after we’ve told her we already did one and paid for it, and tries to go back on at least 6 of the items that had been reaffirmed by her in the email. Fiance and I agree that we would NOT have booked this venue if she had been the DOC we’d meet a year ago. C also stated that she would follow up with us by email on the selections that day. After 2 weeks, I emailed her and now at 3 weeks, I still have heard nothing. I left a message with her assistant that I need to speak to her.
Given all of this… Is it an overreaction for me to ask her manager to consider stepping in as our DOC instead? He has always been helpful to us and has been the manager there for 10+ years, so we think he has been the DOC for a few weddings in his day. Also, would you consider it overkill to provide either (maybe both) of them with a detailed email explaning exactly what you think expect on the day of the wedding possibly including pictures of the decorations (contract covers that they will set these up)? Thanks, bees!