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Response from the owner
2 months ago
Hi Hooman, Thank you for taking the time to share your feedback. While we are pleased to hear you were satisfied with the beverage service provided on your wedding day, we are disappointed to read your comments regarding the planning process. We take great pride in delivering responsive, transparent, and concise communication. This is consistently highlighted in client feedback and was a key reason we were recommended to you by some of your friends. Our planning process, inclusions, and optional (non-essential) on-site consultation services are clearly outlined from the outset via our Booking Confirmation/Invoice. We also make our packages, inclusions, and pricing readily available on our website. For every event, we provide a dedicated planning email covering delivery and collection times, staffing, glassware requirements, cocktail selections, ice requirements, and other relevant details. Your package included three cocktails/mocktails; however, you requested six, so we referred you back to the contracted package inclusions. While every couple has different expectations, our systems are designed to ensure consistency and fairness for all clients. Unfortunately we are unable to provide event planning services without a confirmed booking and deposit, as this would effectively amount to providing planning services free of charge. We do, however, offer responsive email and phone support seven days a week. Our records show we responded to 32 emails within 24 hours and conducted phone calls with your partner leading up to the event. At least six of these emails prompted you to arrange the keg order through our supplier or one of your choosing. Three days before the event, this unfortunately had still not occurred despite follow-up emails, and we advised that we could no longer accommodate the kegs due to the refrigeration requirements (take 72hrs to chill). We removed these items from your invoice without penalty. You subsequently falsely claimed that a 50-litre keg of beer had been included in your package. At no point was this stated. We consistently advised that we operate as a dry-hire bar company, as outlined in our initial correspondence and itemised invoice that we referred you back to. Additionally, you requested package upgrades, with associated costs clearly communicated via email and our website. It was therefore confusing when you later described these charges as "unauthorised" and contested the invoice despite having requested the additions in writing. Regarding glassware, breakages and losses - these are reconciled and invoiced after events, rather than through a security bond. This process and the replacement costs are clearly outlined in our booking documentation. Due to budget considerations, we agreed to reduce your bar service hours and removed other items without penalty. It was only on the night that we became aware that the booked finish time of 10:30pm was earlier than your reception finish time, which contravened Brookleigh's RSA requirements. As discussed, our staff collected glassware from the venue area before concluding service. However, as the event continued, some guests either retained or removed glassware from the vicinity. We use premium commercial-grade glassware from brands including Spiegelau, Pasabahce, and Arcoroc as labelled on the base or stem — not "Kmart glasses" as suggested. The replacement cost charged was $30 for six missing glasses. Finally, we were disappointed that our standard post-event invoicing process for missing glassware was met with threats of a one-star Google review unless the balance invoice was waived. We have always sought to deliver exceptional service and have successfully supported more than 3,000 events. We welcome genuine feedback; however, where claims are inaccurate or unsubstantiated, we believe it is appropriate to provide context and clarification. We sincerely wish you and Shola all the very best for the future. Kindest Regards, Tim & Simon
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