We worked with Sam Hill for our wedding band (DC Synergy). We were underwhelmed with the band and then disappointed with how Sam Hill (Kettering) worked with us to reconcile.
Lea...ding up to our wedding, we had no issues and were quite excited for the band.
Our first issue occurred about an hour before the wedding ceremony. I, the groom, was in the middle of our photo session when a member came up to pull me aside to explain they did not have two clip-on lavaliers that we contracted for. With no other options at the 11th hour, we decided on something that would work. While it did work, I explained my disappointment to Sam Hill afterward since this was an add-on that we specifically pursued. The response I got was “both lavaliers were offered to you for use during the ceremony, but only one was accepted/said to be needed and therefore used.” Why would I be approached during my photo session if there was no issue? Of course we accepted only one because that was all that was available. Basically, put it back on me that this occurred.
Our second issue came with the band itself. Their performance was nothing like what we had seen in promo videos and images. The band did not bring any lighting as the contract stated. They played in the dark which certainly reduced energy. Again, explained disappointment with Sam Hill and again it came back to me. “It was communicated to the band in advance that their lighting wouldn't be needed.” We spoke to the band one time and lighting was never discussed because, frankly, it was an expectation. I tried to understand who communicated this but got no real response.
When I spoke with Sam Hill after to provide feedback and try to understand, we basically got “Oh, that’s unfortunate.” Ultimately, Sam Hill provided (very) partial refund. 3% of contract value. Yes, 3%. Which didn’t even amount to our lavalier add-on. “…the amount reflects what we believe to be a reasonable resolution. We processed the payment right away and it's already on its way.” What does the customer think is reasonable?
Overall, while we had a few snafu’s during our wedding, which can be expected, my motivation to write this review is how we were made to feel afterwards. I made every attempt to resolve directly with Sam Hill.