Up and Up Weddings

ceremony film, & a toasts film. Given we weren't going to have toasts, Up & Up offered to swap the toasts for a formal dances film. They also offered a free add-on of a guestbook film if we were to book with them by the end of the week. We were thrilled and paid the deposit. That was the last we heard from Up & Up until a few weeks before our wedding outside of automated emails. My venue required a certificate of insurance as is standard in the industry. I emailed on 12/1 and 12/10 requesting the form. On 12/16, I received an answer acknowledging my request. I emailed again on 12/17, 12/19, 1/2, and 1/6 with increasing urgency as my wedding was 1/19 and they would not be allowed on-site at the venue without insurance. On 1/7, Up & Up sent an incomplete form and then went dark again. My venue coordinator and I each had to continue extreme efforts emailing and calling before Up & Up finally sent the correct forms just five days before my wedding. On wedding day, two videographers were present and lovely. I was hopeful that despite the poor communication leading up to the wedding, Up & Up would still do what they do best: film and edit a lovely wedding video. One hitch was that the lead videographer was not aware of the guestbook film that was a part of our package until I had mentioned it which did worry me, but I kept my hope. Following our wedding, Up & Up was impossible to get in touch with again. On the calls before we booked, we had been told that the turnaround time was three months, but I emailed to confirm on 1/21, 1/24, and 2/7 with no answer. On 3/4, I received a link to a Google Drive of raw footage with no other information. Still not having heard when to expect our videos, I emailed again on 3/23, 4/11, and 6/14. Of note, Up & Up was VERY responsive to their email when we were potential customers prior to booking. On 6/19 (five months after the wedding), my husband received an email with the subject "Wedding Video Delivery Day." I did not receive it due to them spelling my email wrong. Small blip in the grand scheme of things, but icing on the cake given my experience up until that point. This email contained NO acknowledgement of any previous unresponsiveness. The email included a link to a Wedding Highlights Film and an Instagram Edit. An Instagram Edit is an add-on that you can get with a package, but is not an add-on that we got with our package. We did not receive a ceremony film, a dances film, or a guestbook film. All these months, I've been holding out that maybe Up & Up's service is poor because their energy is focused on producing SUCH good videos. I have watched so much of their portfolio and loved every one. However, the video given to us is not to that same standard. The color grading is so poor it is distracting. I've included screenshots of how the colors flip between clips. There are awkward inactive moments left in the video, but somehow our vows didn't make the cut. Not a single vow. Unfortunately, I cannot get the opportunity back to hire a different videographer to capture my wedding and that is a disappointment I'll have to live with. I do wish Up & Up would acknowledge the lack of service provided (at the least) and return my wasted $4,700 to me.