Rock The House

, nor does it reflect our level of professionalism when dealing with situations such as these. When the bride arrived at the venue, she informed the event host that she ordered a black drape booth and a premium prop kit… a white booth had been shipped to her wedding. While our records do not reflect the specific preference, our production management team immediately dispatched a black drape kit and prop kit which arrived within 90 minutes. Rock The House technicians are required to fill out paperwork at the end of every event summarizing their events and any potential successes and/or opportunities for improvement. Based on this customer's alleged request for a black drape kit, and request onsite, her event representative emailed her the very next day. The contents of this email simply stated that we were aware that a portion of our products and or services may not have lived up to her expectations, and that based on the oversight, we would be sending a partial refund due to the mixup. The contents of that email also specified that we looked forward to speaking with her upon her return from her honeymoon, etc. When she returned from her honeymoon, she sent an email explaining that she was upset about the drape and prop mistake, and that she also didn't believe that the scrapbook was up to her standards. At the conclusion of her email she suggested that a refund of 40% would be adequate. Her sales representative called her to apologize, took accountability for our failures, explained the details of what happened and that based on the multiple items she'd brought to our attention and our level of quality and service, we'd be refunding 50% of what she paid; not 40%. Immediately following, the RTH founder / owner also called this customer to follow up and ask if she had any more comments and/or thoughts, and to make sure the issues were resolved to her satisfaction. She confirmed that everything was handled promptly and professionally and thanked him for following up. We are completely accountable for what we do (or don't do). That's why we have such strict (and award winning) customer service programs. With that said, we are sincerely sorry that we did not meet and/or exceed this customers expectations, but she received nothing but stellar responses and service beyond the initial complaint. This review however does not reflect that.