Overall, I think when things go well with Masterson’s they are great. When they do not go well, they are awful at service recovery. Take your chances that things will go well.
-they coordinated our food, cake, table settings and linens, ...
and everything for the bar, which is why we chose them- we had an out-of-town wedding and wanted one-stop shopping
-they were great about accommodating our request for a biscuit bar with custom signage
-food (BBQ) was good- we got a lot of compliments
Cons: (all customer service related)
-though Sueanna told me they would be at our venue at 2:30 on the day of the wedding (and confirmed that in her final quote), they did not show up until 3:30. We called at 3 and were told it was our mistake- that they were never going to be there at 2:30. This left a photographer with nothing to photograph and a florist with no place to put flowers
-our wedding was at Buffalo Trace Bourbon Distillery. We paid extra to serve bourbons that were made there. Our guests (not her staff) informed us we were “out of bourbon” an hour into our reception. My husband was berated by bar staff when he asked them about it. No attempt was made to get bourbon for the rest of the wedding.
-Sueanna did not call us to apologize for not having bourbon at our wedding AT A BOURBON DISTILLERY, because “you’re being unfair, I would never call you on your honeymoon”. She claims instead she asked her on-site lead to tell my husband to call her. We didn’t get the message.
-Sueanna only had excuses on the phone when we finally got in touch- the bourbon had apparently been left on the loading dock at the warehouse. “My staff didn’t tell me in time,” “it was a stupid mistake,” “there was traffic between here and there,” and my favorite, “we couldn’t air-lift bourbon to your wedding”
- my husband was the initial one to call Sueanna, she decided that a $500 reimbursement was fair, since she estimated that that’s how much our guest drank in the time after the bourbon ran out. A few weeks later, we still had not gotten the refund. When I called, I was told “well, you really should have called us sooner.” After my conversation with Sueanna, she ended up refunding us $700.
Every wedding has things that go wrong. We had others that did, but this is the ONE that still upsets me now, 2 months later, all because of the way it was handled.