The Local's food is amazing, but their customer service has been disappointing.
When we we first began our outreach to various wedding caterers in the Charlottesville area, we found The Local's staff to be communicative and responsive. They ...were very quick to provide information on the menu and give us a quote.
As soon as we mailed in our initial deposit to reserve the date, communications went silent. It took several unanswered emails for us to even learn whether they had received the check (it took a few weeks for them to deposit it). It also took several weeks (again, with emails that went unanswered, and multiple reminders) for us to get in touch with someone to schedule a tasting. (Once we were actually able to get it on the books, the tasting went great, by the way -- the food was amazing and we had a really great staff person showing us the ropes.)
Several weeks before the wedding, my sister and I did a final walk-through at our venue. The Local sent a staff person to participate in it. During the walk-through, when we were going through final logistical details, we decided to order 2 cases of sparkling wine, to accommodate guests ordering it, as well as champagne toasts during the reception. This was explicitly discussed -- the reason I mention it is because somehow it was not communicated to the bar staff the night of our wedding.
The day after the wedding, I learned from guests that the bartenders had refused to serve sparkling wine during the cocktail hour preceding the dinner. They had been instructed to withhold the sparkling in order to save it for the champagne toasts during dinner, despite the fact that we had ordered two cases explicitly to accommodate this. This resulted in guests requesting more white wine, so we ended up spending extra money because we had to order an extra case of white throughout the evening.
Not only were my guests refused something that they asked for (that we had plenty of), but the next day the venue asked me to pick up the remaining wine from the prior evening. I arrived to the site to learn that there was an entire unused case of sparkling.
We do not live near Virginia, and were flying back home the next day. Unable to pack the unused wine, we ended up giving it away to family and friends who lived nearby.
When I emailed The Local about this error, they were pretty unapologetic about their mismanagement of the situation. They indicated that their policy is to withhold sparkling during the cocktail hour if there is a toast (they had not communicated this policy with me or my fiance prior to the event). I indicated that we explicitly ordered two cases so that we would avoid having to withholding any wine. I asked that they covered the cost of the unused case of wine (about $500 including tax), as this was a waste of our money on an already very tight budget. They offered $200. I indicated that this was unsatisfactory, but if it was the only solution they could offer, asked them to let me know of next steps. This was two weeks ago now, and I have still not heard back.
Again, the food was great, the event staff was courteous, but the sales and catering staff have been frustrating to work with. My advice for couples considering them is to keep them accountable for the decisions you make and the preferences you have. We did not do that, entrusting them to carry out our wishes without having to be too pushy, but unfortunately we ended up wasting a lot of money as a result.