Best Bridal Hawaii, Inc.

Complaint: 10764919
I am rejecting this response because:  I can point out several things in Best Bridal's response that are inaccurate.  1.  I have an email from Ms. K[redacted] on 8-13-15.  In it she states "Beach permits expire for companies within 1 week. Since your event is taking place is November 24, we will secure this on November 17th."  Per Steve M[redacted] with the State of Hawaii, that is NOT the case.  Mr. M[redacted] assisted us with securing the permit.  2.  Ms. K[redacted] also stated in her 8-13-15 email "Your package does include an officiate and Kapiolani has booked and confirmed your officiate for your event. Please do let me know if you would like me to move forward with canceling the officiate on our end." This was the first we had heard, in a month and a half, that an officiate had been booked.  Since we were not getting service from Best Bridal, we contacted three ministers, talked with them on the phone and hired one ourselves by the time Ms. K[redacted] wrote to me on the 13th.  3.  When we signed the contract on 6-30-15 we were told that we would be assigned a coordinator in two or three days.  On 7-14-15, since no one had yet contacted us, Jan wrote to Best Bridal.  Then an only then did Kapiolani "reach out" to Jan.  We could not afford to wait on Best Bridal to take care of things on their end.  It's our wedding and we don't want anything to go wrong because a wedding coordinator doesn't have time for us.  We have to plan this wedding from 4,000 away and since we were doing all the work, we didn't feel as though Best Bridal should be paid for the work we were doing.If you read some of the other Yelp complaints...many of them read like our complaint.  I'm sure Best Bridal is happy to write contracts with everyone, take 20% deposit, then decide which ones will make them the most money, service them and leave the others to cancel... why should they care... it's 20% for doing nothing.  It's obvious they do not have the staff to take care of everyone, so they ignore some until those people cancel and keep the deposit.  It's extra money in the bank for doing nothing.We exercised our right to cancel and I seriously did not believe Best Bridal would do the honorable thing and refund our money.  Now I am exercising our right to file appropriate complaints with Revdex.com, Yelp, The Hilton Hawaiian Village who links to Best Bridal on their Hilton website, and I will use my on-air radio platform to further expose the actions of Best Bridal.  All we asked for was honesty and service... and we got neither from Best Bridal.
Sincerely,
Michael P[redacted]

Dear Mr. Mick M[redacted] We have received the complaint that was submitted on August 13, 2015 by Mr. Michael P[redacted]. We have read Mr. P[redacted] complaint that has been filed and also investigated his accusations. Mr. P[redacted] & Ms. G[redacted] booked with Best Bridal Hawaii on June...

30th for their event scheduled for November 24th, 2015. Kapiolani Masusako was assigned to their special day.Mr. P[redacted] and Ms. G[redacted] booked our Beach Intimate Package for $750.00 prior to tax. Their package includes the following: 60 minute reservation on the day of the ceremony Ceremony Coordinator Licensed Officiate Keepsake Marriage Certificate State of Hawaii Beach Wedding Permit Kapiolani reached out to Ms. G[redacted] on July 14, 2015 introducing herself as their ceremony coordinator. Ms. G[redacted] replied to Kapiolani on the 15th of July. Kapiolani replied back to Ms. G[redacted] on the 16th of July. Kapiolani answered all Ms. G[redacted]’s questions and gave her price quotes that she requested. Ms. G[redacted] replied back on the 16th of July in regards to questions that Mr. P[redacted] had and Kapiolani quickly replied back to her again on the 16th of July. Mr. P[redacted] called our office on July 28th however, Kapiolani was out of office. Mr. P[redacted] spoke with one of our staff members in office and was informed that Kapiolani was out of office and that she would contact him as soon as possible. Kapiolani was off island due to family matters. Kapiolani emailed Ms. G[redacted] on the 28th of July informing Ms. G[redacted] that she received a message that Mr. P[redacted] called. In her email she informed Ms. G[redacted] that she is out of office until August 6, 2015. Mr. P[redacted] replied back to Kapiolani directly with a very upset email. In Mr. P[redacted] complaint he stated that he received zero service from Best Bridal Hawaii, however Kapiolani assisted both Mr. P[redacted] and Ms. G[redacted] with all their questions. One thing Mr. P[redacted] was very upset about is his 19 guest. In the signed document between Best Bridal Hawaii and Mr. P[redacted] and Ms. G[redacted] that is stated in their contract is that we charge an additional $100 if there are 16-25 additional guest. Ms. G[redacted] and Mr. P[redacted] both initialed this section. Kapiolani replied back to Mr. P[redacted] email on July 31st going over all his questions and concerns in his previous email. Mr. P[redacted] replied back again with a very upset email on July 31st accusing Kapiolani of doing nothing for them. Our Packages include a ceremony coordinator. A roll of our ceremony coordinator is that she will book everything included in their package (Licensed Officiate and Beach Permit), be there on the day of their event and answer all questions they may have leading up to their event. Kapiolani informed Mr. P[redacted] that she booked and confirmed their Officiate on the 31st of July. Within her July 31st email she also asked Mr. P[redacted] if they require any additional price quotes for flowers, musician, photo, video, etc. that she would be able to obtain pricing for these options and book them should they want to continue with the additional service options. Kapiolani also informed Mr. P[redacted] on July 31st that she would be obtaining their beach permit required on the day of their event. Best Bridal Hawaii usually obtains our permits the day of or the day prior to the event. We do this in case of rain and their event needing to be moved indoors. In Mr. P[redacted] last email on the 31st of July he stated that Ms. G[redacted] and he did 99% of the work. However Kapiolani did provide both Mr. P[redacted] and Ms. G[redacted] with service as a ceremony coordinator. After a few very upset emails from Mr. P[redacted] to Kapiolani, I Stevie K[redacted] reached out to Mr. P[redacted] requesting a phone conference with himself and Ms. G[redacted] on August 7, 2015. Mr. P[redacted] replied back to me on the same day of August 7, 2015. Within his email he stated that “Finding a time to get together seems to have been an issue throughout this ordeal with your company” and continued to list what Ms. G[redacted] and he have done so far and how Kapiolani has done nothing for them. I replied back to Mr. P[redacted] on August 12, 2015 going over all his concerns one by one that he stated in his previous email to me. Within this email I did apologize that he felt nothing for him has been taken care of by Kapiolani and that I would be more than happy to take over his event and further assist both him and Ms. G[redacted]. Mr. P[redacted] replied back to me on August 12th informing me that he would like to cancel his event and that he would be writing reviews about our company on “Yelp and other websites which will hopefully deter others from using your “services”.” And that he would be filing a complaint with Revdex.com Hawaii. Mr. P[redacted] then replied back to me on the 13th of August going over my last email with him and again informed me that he would be writing reviews and deterring others from using our services. After investigation, Best Bridal Hawaii feels as though Mr. P[redacted] and Ms. G[redacted] complaint is invalid. Both Mr. P[redacted] and Ms. G[redacted] received service from Kapiolani and per their contract that both Mr. P[redacted] and Ms. G[redacted] signed, Kapiolani also booked their officiate that was included and informed them that their beach permit would also be confirmed on the day of their event. After investigating, Best Bridal Hawaii does not feel a refund for their 20% deposit non-refund deposit that is due at the time of booking should be refunded as Best Bridal Hawaii did provide service to both Mr. P[redacted] and Ms. G[redacted].