Blushing Brides

I thank [redacted] for the feedback and apologize for her poor experience with us. As stated in the price list contained in the first email [redacted], our Bridal Coordinator, sent to her on 5/29/15 (screenshots of the email and price list are attached here for reference), deposits (in the amount of $300.00)...

are non-refundable and non-transferable and are required to reserve a date with us for the wedding. When trial run dates are submitted to us, we do our best to accommodate them as preferred by the bride. Initially, there were no preferred trial run dates submitted by [redacted] on behalf of the bride ([redacted] was not the bride and was the self-appointed main contact for the bride as the groom's sister). When [redacted] reached out to us to schedule a trial run with us, our first step was to confirm if this was for [redacted] or the bride to which we never received a response. [redacted] contacted [redacted] saying she hadn't heard from [redacted], our Trial Run Coordinator, regarding her trial run. [redacted] emailed [redacted] again asking to verify who the trial run was for and if there was flexibility in the dates requested as with shorter notice (two weeks or less) it can be extremely difficult to match the requested date and time to the artist's schedule (the artist who is scheduled to work the actual wedding date with the bride). [redacted] still received no response from [redacted]. [redacted] followed up again with no response and [redacted] contacted [redacted] again complaining she had not heard from [redacted] at which point we suggested for [redacted] to check her spam folder as perhaps the emails were going there. At that time, [redacted] agreed that the emails probably were going there and [redacted] emailed [redacted] directly to which [redacted] was able to respond to. Some time was lost during this process and [redacted], our Director of Operations, reached directly out to [redacted] to try to help figure out the trial run situation and what we could do about getting the same artist out there who was going to be doing the wedding, for the trial run. [redacted] was unresponsive to [redacted]'s attempt of contact. [redacted] called and emailed us to inform us that she would like to cancel her services with us and the booking for her sister-in-law-to-be's wedding date with us due to our not being able to get a trial run scheduled for them within the requested dates she gave us. She requested a full refund of her deposit of $300.00 at that time due to this lack of ability to coordinate the trial run. Along with the price list stating that all deposits are non-refundable, it also states (as well as online on our website in our pricing section) that trial runs are scheduled and paid for separate of the wedding date and do not count towards the wedding day services nor does the deposit reserving the wedding date count towards or reserve the trial run services. [redacted] spoke with me, the Owner, to confirm that, per policy and our price list as sent to [redacted], a refund would not be administered for [redacted] canceling her services with us, (no payment had been received in advance for the trial run or anything like that), and I confirmed this and on 8/3/15, [redacted] emailed [redacted] letting her know of this as our decision. At this point, [redacted], the bride (who we had not been in touch with at all throughout this whole process up until the very, very end when we were unable to accommodate the requested dates for a trial run with her wedding day artist due to the short notice and [redacted] not receiving the emails we were sending), called me directly and proceeded to angrily express her opinion of the situation. I explained all of the above to her as well and, while I told her I could not ok a full refund to [redacted], I would consider a partial refund of half of her deposit once I verified a few things and I would let her or [redacted] know of my decision. During that time while I came to my decision, [redacted] put in her complaint here with the Revdex.com. My response time to [redacted] on my final decision on a partial refund was delayed by the fact that [redacted], whom I needed to verify information from, was on vacation the week [redacted] called me, and then I went on vacation myself on Thursday 8/13/15 and returned yesterday 8/23/15 with my time filled beforehand with completing other weddings and trial runs in between. I do greatly regret this delay in getting this sorted out for [redacted] and [redacted], however today, before responding here, I emailed [redacted] privately letting her know that I would like to move forward with refunding her for half of her deposit at $150. I am now waiting on confirmation of her mailing address and that the refund should be made out to her so I can process the refund.I am very apologetic for the way this situation turned out and wish it could have been a more positive outcome but as a company, we did as much as we could given the circumstances of our emails not being received by [redacted] being out of our control and not something we can be aware of from our end and [redacted] agreed with this as well. I look forward to the confirmation of [redacted]'s address so I can submit her refund and resolve this situation for all parties.