Oh, Russo's, where to begin?
I have past experience with Russo's through their Easter and Mother's Day brunches (which are both excellent, although now I may never go back). When my husband and I chose The McPherson for our wedding, we were... totally comfortable using Russo's. The Russo's coordinator that works with The McPherson is Kathy Costello.
Before I go any further, I'd like to say that on our wedding day (3/23/19), the food was EXCELLENT. The service staff was EXCELLENT. The cake was EXCELLENT. That is literally the only reason they're getting more than one star.
Kathy was almost impossible to get ahold of from the beginning. She would take days and weeks to respond to emails and calls. We did an initial phone conversation and then I didn't really hear from her again for like 6 months. We almost missed the November tasting because we were never contacted about it. Our 50% payment was due in the first week of January and she never contacted me with an invoice. When I contacted her she said she'd send something out but never did.
I emailed her about 5 weeks before the wedding to get our food choices set - although reaching out really should have been HER job - and 10 days later, when she emailed me back, she said we could do a phone meeting because she "already had most of our choices".
I asked for an in-person meeting because I was a little confused already at this point, and she agreed to meet in person (thankfully). At our meeting, we very quickly realized that all the "information" she already had about our wedding/choices WERE FROM ANOTHER COUPLE. She had gotten us mixed up with another McPherson couple. I didn't call her out on it, and we corrected everything (literally everything was wrong, including guest count, room set up, color scheme, cake flavors, and day-of coordinator's name), but it was really, really off-putting. Then a few days later she asked me for a picture of what we wanted on our cake... which I had handed her... at our meeting... and she told me she was going to show her grandkids because it had the Batman symbol on it. Thankfully she found it after that, but again, it really made me worry.
The day our final guest count was due - one week before the wedding - I called Kathy. I also needed to make some corrections on our menu AGAIN because they were still wrong - including our cake flavors. I got her voicemail, which indicated that KATHY HAD GONE ON VACATION UNTIL AFTER MY WEDDING! At this point, I was very angry, and demanded to speak with a manager. I got Courtney, who was very pleasant. I told her all the issues we'd had with Kathy, and that she was now ON VACATION and never told me or gave me any other point of contact or advised me how to handle issues while she was gone. Courtney made all my corrections and dealt with my wedding herself from that point. After that, everything was fine, and Courtney did a great job. In fact, it was Courtney who verified that Kathy had gotten us mixed up with another McPherson couple (both of us had Mc- last names apparently).
This is literally the ONLY less-than-5-star review I have given ANY of our wedding vendors. I hate to say it, but I'll never deal with Russo's again and aside from getting me someone competent, they never offered to make this right in any other way. Kathy has not even emailed to apologize. The service is definitely not worth the money it cost.