My venue allowed for us to set up the space from 9am-5pm the day before our wedding. Durants was due to drop off the rentals by 12pm this day which was stated in our invoice.
At 11am I contacted the dispatch team and was told the truck was ab...
out 10 miles from my location and should be there shortly. At approx 12:45pm I called again and was told the truck driver was unresponsive to their calls and they were unable to reach him. Dee, the women who was working with me was very calm, collected and very understanding of the predicament I was in; I had less than 4 hours to set up 15+ tables, 160 chairs and was paying people to set them up who were on the clock waiting for their delivery (starting at 10am).
About an hour later, Dee contacted me saying the driver was unaware of the drop off time on my invoice, and had picked up another rental and was in the process of dropping it off. I was told it would be somewhere between 2-3 hours until the driver will be at my venue.
After a 5+ hour late drop off, the rentals were FILTHY. Linens which were wrapped, had dirt and stains all over them. The chairs were in the worst conditions possible. I understand normal wear and tear, but there was mud, dirt, spilled food and drinks on the chairs. Each chair had to be wiped down by hand prior to us setting up the space.
Aside from Dee and the delivery drivers, every person I spoke with at Durants was rude, curt, and unprofessional. No lack of empathy for my situation or loss of time and money on this day to set up my wedding.
With the help of my Day of Coordinator, we were able to obtain a full refund for the linens (as it was too late for them to send replacements. I also didn't want to risk the time suck of waiting for "new" with the chance of them being dirty), and a partial refund on the chairs.
Overall, they did their best to make it right, and I did receive nearly 50% of my total bill. However, the amount of stress and frustration this caused me and my husband is enough to say I will never work with, rent from or recommend anyone use this company.