Everything was great..until the wedding. My wedding was at 2pm at a church and my reception was at 5. At about 1:30, I was informed that LUXE only set up enough charger plates for 8 per table and took the rest of the plates with them. After rea...lizing that the phone number on the contract was only for regular business hours, I immediately emailed my contact person in hopes she’d happen to check her email. This was 14 minutes before I was to walk down the aisle. I got a bounce back email saying the office was closed for the holiday weekend and will reopen on Tuesday, May 29th. Oh crap! I then filtered through all the emails between myself and my contact person to see if she ever left an emergency number and to no avail. Not much I can do now, I’m about to go into the church. Fast forward to the end of the night, my husband went over to talk to the young lady that was collecting the linen to let her know that they didn’t set up enough plates. She apologized and began to cry. He told her to just have her boss contact us the following week. When walking away, two of the guys accompanying her wearing plain clothes and were not able to be identified began to make comments and instigate a situation as if they’re thugs or something...very rowdy and unprofessional. My husband and bestman asked the gentleman what his problems was and he began to get aggressive and the situation had to be de escalated. Fast forward a week and three days later, I never did get a response to the email I sent on my way to my wedding ceremony. Communication was always great before now, kind of admits guilt, if you ask me. I emailed again and asked my contact person to call me in regards to the email I sent and she did right away. She wanted to claim ignorant about everything but she did have answers to things that would potentially cover their butt everything else she had to either “look up in the records” or “check and see”. She told me that the “venue” said it was 8 per table, nevermind what the contract says or the allotted number of table linens to match my 10 per table for my 200 guest. Someone on their team made the executive decision to do what the heck they wanted. I later found out that it was overheard by someone that they discussed what to do with the extra plates and decided to switched out the bad ones for the good ones INSTEAD of contacting my day of coordinator and asking the simple question. My contact person at the company had an excuse for that too, she said they always bring extra plates in case some are damaged. Yea okay 40 extra, huh? Anyway she also said that they left the extra plates UNDER A TABLE with the linen bag. She knew that little bit of information without having to “check and see” or “look it up” and if that’s the case: (1) how come no one in the room knew that, including my coordinator. Not one person mentioned it while removing all 160 plates off the tables that we decided not to use because we didn’t have enough. (2) why didn’t the young lady mention that she left plates UNDER A TABLE while she was crying and apologizing. Lastly in regards to me not being able to contact anyone in the company, she told me that they didn’t have any missed calls per the caller ID. Also something she was conveniently able to render and not have to look up. Like I said, service was good up until but I definitely feel I am due some compensation for the charger plates I was not able to use.
I’ll update once a resolve is reached.