Smoke & Donuts BBQ

catering experience with Smoke & Donuts. We value your input and take it very seriously, as our goal is always to provide exceptional service for such special occasions. I want to address your concerns point by point and offer some clarity. 1. Disposable Aluminum Pans We sincerely apologize for the inconvenience caused by using disposable aluminum pans instead of our standard steel chafing kits. Unfortunately, circumstances required this substitution. To express our regret, we’d like to offer you a $50 refund. 2. Linens Smoke & Donuts does not offer color-coordinated linens as part of our services, as we are limited to black or white linens. While we do offer linen rentals for a fee, this was not part of your confirmed order. On the day of your wedding, recognizing the need, we took the initiative to purchase linens locally at our own expense to assist. However, the serpentine tables at the venue required custom linens, which we were unable to source at the last minute. We hope this effort demonstrates our commitment to supporting you, even when faced with unexpected challenges. 3. Food Temperature We understand your concern regarding the food temperature. As part of our quality control procedures, we document food temperatures with a thermometer before serving to ensure compliance with safety and quality standards. If you’d like, we’d be happy to share these photographs with you to confirm the food was served warm. Additionally, the food was pulled directly from hot boxes and placed into hot water baths upon setup. 4. Event Coordination Our team arrived 20 minutes earlier than the scheduled setup time and made every effort to navigate the venue and set up appropriately despite the need for more guidance. We understand that, as the bride, you were occupied during the ceremony, and no event coordinator was designated. Our setup was completed ahead of the proposed timeline, and we worked diligently to ensure service began promptly. We were prepared to serve ahead of schedule. 5. Additional Services We were approached during the event by the DJ with requests for champagne pouring and cake cutting, services that were not included in your order. These services are available at an additional charge, and our records show they were not selected during the planning process. Furthermore, as per Florida law, we cannot pour alcohol without a licensed bartender. We did, however, ensure that all services you confirmed in your order were executed. Order Confirmation Process To ensure clarity and alignment, we send a confirmation email to every client prior to their event, including a detailed copy of the order for review. This email outlines all items and services included so any necessary adjustments can be made in advance. This process ensures we are aligned and can provide everything needed for a seamless experience. In your case, we sent this email on October 1st, 2024. We did not receive a request to add linens or cake-cutting service. Shannon, we genuinely regret that your experience did not fully meet your expectations. We strive to create memorable and seamless events and will take your feedback into account to improve. If you have any further questions or would like to discuss this matter further, please don’t hesitate to contact us. Thank you again for choosing Smoke & Donuts for your special day. Warm regards, Ian R.