American Society of Civil Engineers

Initial Business Response /* (1000, 5, 2015/08/04) */
Contact Name and Title: Deb [redacted] Owner
Contact Phone: (XXX) XXX-XXXX
Contact Email: [redacted]@wineandcanvas.com
The customer registered for a PE (bachelorette party). 30 minutes later she registered again, but changed her name slightly from...

"[redacted]" to "[redacted]". When you're dealing with a group that is predominately family, similar names do not trigger a red flag for me. At the event, we did have a couple of no shows and one was one of the names she used. I refunded most of the deposit to the bride as is our policy taking the balance down to the minimum of 15 guests. A week after the event, the customer called and accused us of "double billing her". I told her that this was not a case of her being double billed because she registered at different times and with different names. She demanded a refund and I offered her a gift certificate. She initially accepted the gift certificate which I processed and emailed to her. Then she called back and said that she had changed her mind, accused me of being rude and again demanded her money back. I advised her that she had already gotten a refund in the form of the gift certificate. This is when she threatened me with the Revdex.com and hung up.
When anyone registers for one of our events, they have to agree to the terms, which includes our 48 hour cancellation policy I have copied and pasted below.
Wine and Canvas is an entertainment event much like a concert, dinner theater or movie theater. We do allow cancellations or reschedules but we do require a 48 hour notice. Cancellations should be made via phone or email. We will charge the event fee for reservations not cancelled or rescheduled 48 hours in advance. The 48 hour cancellation policy does not apply to Private Event Deposits. All Private Event Deposits are nonrefundable.
The 48 hour cancellation policy does not apply to Private Event Deposits. All Private Event Deposits are nonrefundable.
I understand and agree to the terms and conditions.
In addition, here are her registrations. This also shows that she was credited for one of them.
Name Email Seats Total Status Registered
[redacted]@msn.com 0 $35.00 Credited 7/15/15 23:07
[redacted]@msn.com 1 $35.00 Paid 7/15/15 22:48
OFFER:
We feel that we went above and beyond our policy that requires all cancellations to be received 48 hours prior to the event when we issued her a gift certificate a week after the event took place.
Wine & Canvas gift certificates never expire.
Initial Consumer Rebuttal /* (3000, 8, 2015/08/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept what the business has indicated. The person I spoke with was angry and rude with me from the beginning, and indicated she did not like my attitude and could not refund my money for that reason. If she has decided to not provide good customer service because of a $35 mistake with registration on the computer, that is her right. The story that she relays is NOT accurate because she never referred to the stores policy.
I will not use the gift certificate and will not recommend their business to anyone. I will send the gift certificate to you at the Revdex.com to try it out!