ComplaintsforIsland Celebrations

• Initial Complaint

  05/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  April 20, 2024 Paid: $1,476.44 Business committed to Provide: Marquee Letters $450, Flatware $330, Surfboard Seating Chart $450, Seating Chart Names $1.50 each x 120 = $180, Delivery/Set Up $125 Dispute: Each name on the seating chart cost $1.50. We paid for 120 names. Only 65 names were printed on seating chart Context: Contract states no changes after 30 days. The business was notified before the cutoff that we only need 109 names. Refused to refund. Business shared ****** sheet template for me to populate with names and coordinating table #s on 4/11. I completed and confirmed at 6:09pm 4/11. Business saw the sheet and confirmed receipt at 7:05pm. The sheet requests that the number of names required for the seating chart be at the top in bold, which I provided exactly as requested (103). In the end only 65 names were printed on the seating chart. A filter was set at 11pm (after the business confirmed receipt when all names were visible) which altered that particular viewing instance. The total number of names requested (103) remained on the doc. We paid for 120. Business owner could clearly see a filter was on (see picture) and did not remove, reach out, or provide what we paid for.Summary: paid for 120, should have been refunded at 30 days prior when headcount was 109, ended up needing 103 names (all 103 names and the final count of '103' was provided according to requested template), only 65 names were actually written on the seating chart.Business Proposed Resolution: only 50% refund on only the 38 names on the sheet, but not printed on chart (103-65).Customer Proposed Resolution (denied): $249.00 Proposition Details: 100% refund on all 55 names paid for but not printed ($82.50) + a 37% refund on the sign. I paid for its promised function to direct guests to tables and 38 of 103 guests navigated a confusing and negative experience (service not provided to 37%). Additional reimbursement of $166.50 (37% of $450) against sign cost.Invoice Number: ******

  Business response

  05/09/2024

  Dear Representative,

  
  This complaint against my company is unfounded. Attached is the invoice that I sent to the wedding planner, ************************* of ***** in *****. Note that **** is the customer shown on the invoice, not the bride and groom. 

  
  For the wedding, I delivered the marquee letters, the flatware, & the surfboards for decorative display, as promised. I was also hired to print the names of the guests that were provided to me by the wedding planner and the couple on the surfboards, which I did. To ask for a refund of the entire invoice amount is outrageous, but even more so considering that **** was the customer who was billed on the invoice.

  
  Attached is the list of names on a screenshot of the document that was shared with me through the ****** Sheets app. (The couple did not show the full document that shows the version history on their attachment.) 

  
  The version history section on the right side of my screenshot shows each time the document was opened and edited. The way the version history in ****** Sheets works is when you click on each version, you can see the way the document looked when it was last closed by the editor. You cannot edit anything in the version history screen. The version history shows that the document originated from *************************. Then it was opened and edited twice by Devon and ************;on April 10 and April 11. The version in the screenshot was opened and edited by ************;on April 11 at 8:04 pm. This is where the names in question are missing, before I even received the document.

  
  Only upon looking closer at that April 11 version, after I received the initial notification from **** (after the wedding) that there were names missing did I see that ******* (or whoever edited the document under his name) had hidden rows of guests before it was sent to me. When I opened the spreadsheet on April 12, I had no reason to assume there were names missing so I just sorted what was provided alphabetically, concatenated the names (attached the first and last names together), and copied and pasted the list into my graphic editing software for formatting. 

  
  The Yamanes point to filter symbols on the screenshot as evidence of something. Whether or not there are filter symbols on the document makes no difference. A filter does not indicate that there are hidden rows. It just indicates that the rows are sorted, such as alphabetically by column. The couple can filter their list however they like. Even if I had noticed that they had hidden rows from their list, hiding rows indicates that they meant to exclude this data. Why else would you hide rows?

  
  Furthermore, you can see in the attached email that I sent my design proof with the exact layout and all of the names that ended up on the final display to the customer named on the invoice - *************************. I asked her to have the couple proof the seating chart. I do not know if she shared the proof with her clients or not since I had no direct contact with the wedding couple at any time prior to their complaint. The only correction she requested was to capitalize a T.

  
  I felt empathy for the wedding planner and the couple for the incident, so in good faith and to sustain the relationship with the wedding planner, I refunded **** 50% of the cost of the missing names, even though I made it clear to her that I was not at fault and could not print names that they did not clearly provide to me. It is not my responsibility to scrutinize the accuracy of their guest list.
  It is understandable how the couple would be upset, but the fault for this incident lies with the wedding planner and the couple. It is not fair to blame me for receiving an incomplete list and relying on the wedding planner to carefully verify the accuracy of the design proofs I provided to her. That is the purpose of providing proofs. If she had notified me of the mistake at that time, I could have added the additional names.
  
  I can provide more documents, emails, and screenshots to substantiate my case if needed but I was only able to attach five items here. Please feel free to reach out to me with any questions you have. I appreciate your assistance in this matter. 

  
  Sincerely,

  
  ***************************

  
  

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