Longer Version on this organization can be found on Google.
if you want to feel like a valued customer, avoid this organization. They may be fine when they are staffed. They lost an employee and basically that ruined their entire workflow. We ...were told in a manner of speaking that we did not matter until they had proper staffing and our event was closer to date of execution. They do not handle adversity or issues well. It was clear that my wedding did not matter to them in the moment, nor did my business, so we were forced to back out. The owner made this abundantly clear. When things get tough, this organization crumbles, and doesn’t own the blame, but deflects it, almost as if blaming how ‘busy’ they are as the excuse, encouraging you to step away.
The story:
We initially planned on using Indy Fresh to handle our catering for our wedding. After we signed up, looked over the contract and needed some things changed, we never heard back from the Events/Sales Manager, Brooke Harty. We found later that Brooke left, and her accounts were taken over by someone else. That said, no one was responding back from her accounts. I suggested putting an out of office on her account or something to let people know hey, you need to go through another route to reach out to us. Overall, just a high level of mismanagement. Some basic IT technologies could have helped them here. Brooke took no responsibility, stated she was too busy to reach out to everyone and left it at that.
I asked to talk to someone, and their owner said he would be happy to reach out to me. OK, great, we are getting somewhere. I had a 2–3-minute conversation with Toby, which was not a conversation as it was a “woe is me” statement from Toby. Toby gave me no chance to talk and explain our frustrations. He took over the conversation, told me did not mean to be rude, but then continued, being rude, as if he proclaiming I do not mean to be rude, gives him the go ahead to be rude. He explained that he lost people, and he could not do anything about our situation until it was 3 months in advance (we are less than 5 months from our wedding), or until they had more staffing. I was stunned. All I could say on the phone was “Okay, thank you”. I did not know what to say. On one hand, I did appreciate Toby being direct. On the other, He did not even listen to us and just complained about his situation. He did not give me a chance to talk about our situation beyond the point of ‘Brooke treated us poorly’ and as I was going in to explain what we needed, he cut me off with his ‘I don’t mean to be rude’. It just was very clear he did not care.
We did not feel valued. All we wanted is a little bit of time to correct the contract that way we could get this in the books and move on. The owner made it clear they had no time for that, they were too busy; not a great way to make a customer feel valued.