Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/03/2022

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We hired a company called Pours and Carriage from ******* ** for our wedding 6/25. This was done end of Feb, beginning of March 2022. March 4th, Sarah C*****, Owner, sent us a drink list and said to mail a $500 deposit to hold our spot in which we did shortly after. At this time unfortunately and sadly my father's stage 4 lung cancer came back. I was in and out of the hospital constantly with him, 5x and 8-12 hours a day sitting and caring for him there. The ordeal that we have been through has been horrendous and my dad was ultimately given 3-6 months to live and we decided to cancel the wedding. My fiance and **** **** ****** *******, ***** ******* called Mrs. C***** on 4/26 to let her know that we had to cancel due to our circumstances which he explained in full and she said we had until Monday, which was May 2nd to confirm cancelation. She was very understanding and and pleasant at that point. We called he the very next day to confirm cancelation. She then pulls out of the air that they have a 60 day cancelation policy and we basically called on the 59th day of it but no worries she said she had tons of people to fill the spot. WE NEVER RECEIVED A CONTRACT. We never signed anything with them. We had no knowledge of their policy. Absolutely everything was done in good faith. Had I have know of this policy I would have canceled prior to the 60 days and not random selected day 59! Jesse has contacted Mrs. C***** weekly since then. She claimed to be on vacation for weeks and has given us a horrible attitude saying Jesse is harassing and we are ruining their business. We would like our $500 deposit back please. I have emails and text messages if necessary. Thank you I have no contract to upload because we were never given one. Contact number online for Pours & Carriage is ************. Thank you

  Business Response

  Date: 06/17/2022

  Hi *******! I can imagine your stress level is super high with your dad’s health decline, but I find it in poor taste to go online when our check dated 5/29  was already cashed. I have attached proof. I didn’t have any dealings with you throughout the process but I wish you felt comfortable reaching out to me. I kindly had to refer your fiancé to email only because he was calling way before and way after business hours. It felt very overwhelming especially when up until that point I gave 100% attention and nothing but kindness to both Jesse and you. We go all out and give our all for all our clients so the events we had that week did take priority instead of writing a check. Jesse was very kind when the situation arose and he explained he didn’t care about the money but would appreciate the refund. Just as you booked in good faith, we mailed a check because we felt horrible for your situation. 
  when we went away (which was hardly a month) it was before our super busy season (which your event would have been a part of) and spending time with our toddler and newborn before our schedule was filled was a priority. 
  your fiancé did not want to sign a contract before he left a deposit he just wanted to secure the date, but had you signed a contract you would have not been entitled to anything, again we refunded you because we truly know this is a situation that no one wants to be in with an immediate family member. 
  maybe there was a miscommunication between you and Jesse and he didn’t relay that he cashed our check, but I do know you are the owners of **** *** **** ********** and I would imagine you know the effort that goes into running a small business and the love that’s poured into it. I’m sorry again about your dad but I wish you felt comfortable reaching out yourself instead of going this route. As I explained in the letter included in the check, I hope you are still able to celebrate your marriage. Congrats! 
  

  Customer Answer

  Date: 06/17/2022

  Hi... The complaint was filed before we received the refund. The way you handled this transaction and are still handling it is unprofessional and ridiculous. The fact that you'd mention ******* business is sleazy. It has nothing to do with you. I do appreciate the refund. It was the right thing to do. If you actually count the days we did cancel on the 60th day so we would have technically been within your terms if you had sent the contract at all. You did not even after you cashed our check and we shouldn't have had to ask. I will never recommend your company in any fashion because you are so under handed and rude. The claim was canceled right after the check had cleared for your information. There was no miscommunication at any time. I am very clear on how this all went down and it's appalling quite honestly. Thank you. Have a good day.
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17316213, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *****