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Boston Rustic Wedding Rentals LLC

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Reviews Boston Rustic Wedding Rentals LLC

Boston Rustic Wedding Rentals LLC Reviews (33)

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments belowYou would be incorrect in stating that placing a deposit constitutes a contract with a businessA contract with a business is not official until it is signed by both the customer and the businessAs we were never provided a written contract, we were never able to finalize an agreementAdditionally, it is not our responsibility to know all of the terms and conditions of your businessIt is your responsibility as a business to disclose all terms and conditions to your customer including refund policiesAs for having no direct experience with your company, we personally witnessed an event on October 3rd,in Florida, MA in which you failed to deliver the goods that were rented from your businessDue to this, in addition to the fact that we have been unable to contact you after several attempts which can be proven by our phone records, a full refund is warrantedShould you fail to provide a full refund of $442.39, we will be forced to file a lawsuit against your businessRegards, [redacted]

We have already explained to [redacted] multiple times that the 30% deposit is non-refundable, which is stated both in our contract and on our website in our Terms and ConditionsThe deposit is used to guarantee business and to hold items for the date so they cannot be rented by other clients [redacted] stated that her caterer would be supplying some of the items she had on her contract and we were more than willing to remove those items from the reservation without penalty and allow her to use just her deposit amount towards the unique items on her reservation that her caterer would not be supplying, such as the yard games and hand built wooden ceremony benches she orderedWe are still willing to work with her in this way so she can receive product for her deposit amountWhen [redacted] was told that the deposit was non-refundable, she did follwith a phone message using extremely vulgar language and threatening us if the deposit wasn't returnedWe have not received any e-mail or phone messages from her since then trying to resolve the problem or we would have followed up and addressed her attempts to contact us, as we are hereShe has since left reviews on multiple sites claiming that we stole her credit card information and processed the deposit without her permission, which is not the case and and is considered defamation of businessWe would like to resolve this issue, however, the client has been extremely difficult to work with and has even threatened us as owners of Boston Rustic Wedding Rentals

In response to [redacted] 's complaint I would like to provide the following information: [redacted] originally requested delivery the morning of the event and one week before the event changed the delivery date to the night before which we accommodated the best we could given the delivery schedule that was already in place weeks before for other orders on that dayWe gave a window for delivery and notified the wedding planner several hours in advance that we were running 1-hours behind scheduleIt is not a requirement of ours to have someone on-site for delivery and this was also told to the wedding plannerWe do not pay Wedding Planners to be on-site while we deliverIf this is the clients wishes, then the client is responsible for paying their wedding coordinator to do thisWe simply ask where the items are to be placed and we put them in that location - again, something that can be told to us well in advance.We will not be refunding any cost of a wedding coordinator, as again, providing rental items does not require a wedding coordinator, nor are we involved with any sort of contract between the client and wedding coordinator, nor did we ever request the time of the wedding coordinator at any pointClient also states that the wedding coordinator has sent us multiple e-mails that have gone unanswered since the event and this is untrueShe should double check the e-mail address she has used, the correct one is [email protected] We notified the client that we had a problem with some of the linens on her orderAs a solution, we offered our walnut farm tables, a $rental, to be used in place of her linens, a $rentalThe client agreed to this and the wedding planner documented that "the client absolutely loved the tables." We will not offer a refund for other tables she may have not used, as we offered a solution of our walnut table that acted in place of the table and linens and the client liked this option.If she wanted to proceed with linens, she could've let us know this and we could've sub-rented them from another companyShe seemed thrilled about the idea of having the $walnut farm table in place of a $linenThe client did remove a few items before the event and we refunded the difference back onto her cardIf for some reason she did not receive the refund back on her card, this is the first time I have been notified of thisI will check on the $refund on my endWe will still honor this refund if it did not already get put back on the card We were also never notified of any missing items on the rental order, again, the first I am hearing of thisSince the delivery did take place the day before, if there were in fact missing items, the client should've contacted us, as we would've made sure to get any missing items to her that morning for her eventIf we are not contacted about potential missing items, there is not way we can fix the problem, and again, this is the first documentation I am receiving in regards to thisWhen rental items were checked back in, the items she is stating were missing were accounted for with the rentals, so perhaps someone misplaced them while setting up We will assure the $difference of the final reservation cost is refunded back to the customer

Hi,When you enter this tracking number at ***.com it says it is not found Unless it was mailed today and is not yet in the system (which I hope is not the case because in your previous email you said it was already mailed) I imagine you typed the number incorrectly.Please provide accurate information so we can track the mailing.Thank you, [redacted]

Hello,This letter is meant to provide the tracking number for the check that was sent via certified mail: [redacted] ***.Thank You, [redacted]

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below The company has made no clear effort to refund any of the money owed The $sum was refunded, through no action on part of the company, because we were forced to do a charge back on our credit card through our bank Unfortunately, we can not do a charge back on the initial deposit that was done back in February as too much time has transpired.Through email, the company claims to have sent us a check on 10/5/ It's days later and we've yet to receive a check Two weeks ago, the company said that they would send another check out, this time with tracking information, in order to ensure that we receive our refund We've sent numerous emails to the company and left several voicemails with the company since then We have received no response and no refund check.Until I have the refund check and the check clears, I consider this matter unresolved and my complaint outstanding Regards, [redacted]

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments belowAfter reading your response this really upsets me How can you lie and say I have never tried to contact you? I was angered when you started ignoring my phone calls when we had agreed upon a scheduled phone call where we could discuss the situationFrom that point on I have left several voicemails asking you to call me back and you have yet to do soOnce again, I have NO signed contract, nor did you ever send me one, or tell me that my deposit is non-refundableIn that case, if this is not settled I will be taking you to small claims courtI have given you multiple chances to get in contact with me and it has now been monthsWhat kind of company does that to their client? Not to mention that you don't show up to half of the weddings you book withI have left honest reviews on websites because people need to know the truth and shouldn't be wondering where their rental items are while walking down the isleThe fact that you have so many complaints shows that there is a flaw within your company,not within the clientsJust like you I would like this to be settled but I won't stop until the $is refunded to me due to your lack of communication of the policy's Regards, [redacted]

[redacted] ,It was an honest mistake - I have no problem sending the additional amountIf you feel that you would like to proceed to small claims then let me know, however, I've done nothing but respond to all of your communications and requestsI will stop payment on the check tomorrow if that's how you would like to proceedThank You, [redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
Dear Revdex.com,Today I received the refund check that *** sent on Monday September 28th (although she said she had already sent it the day before, another example of her outright lies) The check is for $ As she said in her letter on 7/"At this point we do not want to consume any more of our business time with this matter, so we are willing to offer you a refund of which will be payable within days of the acceptance of the refund." -Given that she did not want to spend any more time on this matter is is incomprehensible that she sent a check for less than the amount promised, which was already a compromise on our part and covered only a fraction of what she cost us Given the spectacularly abhorrent experiences we have had attempting to hold *** accountable to anything she herself committed to, I think it is best that we proceed to small claims court She has added insult to injury, and while we hoped dearly that this check would arrive, be deposited, and would clear putting an end to this awful experience, she has instead used this as an opportunity to senselessly and needlessly prolong this and to add further reason to distrust her and be utterly dismayed by her flagrantly unprofessional conduct.We will be contacting the consumer affairs department tomorrow and will proceed as we are directed by them.Sincerely,*** ***
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
If your policy is that missing items must be documented in email to the main office, that should be stated to the client. We notified your personnel who were on the site and they did not inform us that we needed to email the main office. We attempted to call the main office; however, calls were not answered and the voicemail remained full.2. Yes, I am noting that I did not receive the following: twine, clothespins, mason jars, and the two signs. Unfortunately, I do not feel that a refund of $resolves this issue.3. Yes, the venue owner told both our coordinator that the company was a no show and also mentioned it directly to us when we were on site. Considering that I had received feedback regarding the company from other providers and clients that indicated no shows, late arrivals, missing items, etc, it is unreasonable to expect that delivery could have occurred without someone on site as our trust was diminished. Additionally, it has been brought to my attention by another bride that when no one was on site for their event, that the company simply left unassembled furniture without contacting anyone and had to be called back. You rent items for weddings - these are major events that require a significant amount of coordination. We appropriately took responsibility and planned for our coordinator to direct your personnel upon their arrival, which was within her scheduled hours. The company's failure to deliver at the promised time resulted in overtime for her. It is surprising to me that you seem to believe that a failure to meet your obligations has no consequences for your company and that the client should take all responsibility to rectify your failures. Absolutely poor business practice. We are not implying that your company should pay to have a coordinator in general; however, the overtime charges were incurred directly because of the failure to arrive within the scheduled timeframe
Regards,
*** *** (formerly ***)

This letter is in response to the letter you sent to our company in regards to your wedding reservation placed with us for June 27, As you are aware, we have already had multiple e-mail conversations and I have been very responsive in terms of returning all of your e-mails, texts messages and
phone calls, which we have record ofThis is another attempt to communicate with you to seek an amicable resolution to the issue at handAs you stated in your letter, you placed a rental reservation with us on 3/14/in the amount of We accepted your deposit of and had items on your reservation available for rental on your dateOur 30xtent became out of service before your event but even before reaching out to you, I had found another tent the same size, 30xthrough another company and worked out all of the reservation details, including permit and insurance documents that were sent to the venueYou initially stated that you were ok with the subcontracted tent because it didn't have high poles and wasn't "whimsical enough "I then stated that I wanted you to be happy with the tent and cancel the other reservation that was over You then contacted me and said that you had found another option that you liked much better and asked if I could refund the tent amountI explained that there would be a delay if I refunded the card but I was happy to pay the invoice for the other company directly, with I did within minutes of receiving the invoiceYour response was "I already received the receipt..Amazing!" The amount paid to the other rental company was which was equivalent of what you had paid us for the tent rental, and we agreed to still provide free lighting in the new tent reservedOn the day of the reservation, I notified you that our trucks were behind schedule for the day but that we had everything on the truck and we would be sure to deliver before the event time and would severything as promisedYou then offered to send someone to pick up everything at our warehouse, which may seem like a reasonable solution but all of our drivers were already out for the day but we had everything on the truck and no one was available to meet you at the warehouse and I was unsure at the time if we had duplicates of the items to create another order for you even if we could coordinate pick up in that way and get someone to the warehouseI explained this to you and let you know that the delivery would still take placeWe also filed tent permitting for the day and added the venue to our insurance policy, which shows we had every intention to deliver the products that were reservedAt noon on the day of the reservation , you text message me and said you had made other reservations and forgot about everything we were scheduled to bringBeginning the day after the wedding, you began sending email communication demanding a full refundI was extremely responsive to all the emails you sent, hoping to find some sort of amicable resolutionYou canceled the reservation and did not give us the opportunity to deliver the products planned to deliverIf the wedding came and went and we never showed up, I would understand your position of requesting a full refund, however , you canceled the reservation and didn't give us the the opportunity to deliverWith that being said, I still offered to provide you a refundI offered to give you total refund of which is the total reservation amount , minus spent on the tent by us and minus the initial deposit of amount of which is non refundable deposit to hold the items for the dayThis was more than fairI understand your explanation of you going out and spending money on the day to replace items that were intended to come from us, but that was unnecessary! If we told you the items were not coming as promised, I understand why you would go out and purchase replacements, but we told you that the items would be arriving before the event and you took it upon yourself to cancel the reservation and go and purchase those items That is out of our control and we will not be refunding you for any of your personal choice purchasesAt this point we do not want to consume any more of our business time with this matter, so we are willing to offer you a refund of which will be payable within days of the acceptance of the refundIf you accept this refund you can submit a formal certified letter notifying us of your acceptanceif you are unwilling, please proceed with whatever actions you find necessary

Hello, This is in response to the complaint issued by *** ***I've attached the order that was submitted by *** which also notes the deposit she gaveThis reservation confirmation was sent directly to *** after she placed her order for her recordsI checked my e-mail and I do
not have any e-mails from her that are awaiting a responseI did receive one phone call from her this week asking about the size of cake stand and I have been trying to get that information for herI just received another message from her letting me know that she's submitted this complaint which I am bit caught off guard aboutI can also submit the -mail string showing that I have no unanswered e-mails and I have been responsive with all of the time stamps available on the e-mail chain Thank you so much for your time! *** ***BRWR***

We supplied rentals for this wedding and arrived at a later time due to the fact that their tent swas pushed back and we couldn't set up the lighting until the tent was installedUpon arrival, we delivered all of the items on the contract in perfect conditionThe lights were installed but
not up to the customers satisfaction and we were notified the day of their wedding that the lighting wasn't what they hoped forWe made a big effort to attempt to rearrange our entire delivery schedule to get back there (almost hours from our warehouse) and fix the lighting, however, the couple said it would be too close to their ceremony time when we could get back on siteAfter the wedding, we offered to refund for the lighting and installation charge since they weren't 100% happyThis was offered from our end, not requested by the customer, as an extra step to provide exceptional customer serviceThe refund was issued back to the card and I was notified just recently that the Bride didn't in fact see the charge back on the cardI explained that I would look into the issue and since then she filed this complaintWe recently changed credit card processing companies and our information is not readily available as it was beforeIn order to resolve the issue, I have offered to send the customer a refund via a check but haven't received an e-mail with the mailing addressIf she could please provide that address, I am happy to send out the refund via money orderHowever, I need to be clear if a credit card dispute has been filedIf it has, then I will refund the card back directly once we are notified of the dispute, otherwise, if I send a money order, the customer will receive the money back on her card due to the dispute and the money orderThe dispute needs to be closed if it has been filed before I can send back the money orderOr if the dispute has been filed and the customer would like to continue that way, I can wait to be notified and approve the charge back on the card

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
Please note that the waived fee for up-charge on the larger dance floor was offered on at 1pm when the delivery was hours lateThis delay wasn’t expected to be hours later than originally scheduled(see attached email titled: 09.18.2015-Item 01)At 3pm on I was informed by email that this company did not have the chairs I had ordered and paid in full forIn email the owner offered a solution to send benches with no mention of cost increaseThe benches were a less desirable option, but we were less than hours away from the event and didn’t have much of a choice but to accept the solution the owner had made(see attached email titled: 09.18.2015-Item 02)This company was professional enough to recognize the severe delays (hours), less than desirable communication, and stress they caused in their thank you email sent on (please see attached email titled: 09.21.2015-Item 03)In this email they stated: “I would like to offer you a refund for the french dining chairs that never arrived, as well as the chairs, even though we were still able to provide you with seatingPlease let me know where I can send a check to satisfy this.”This statement confirms that the cost of the benches was considered in the offer of the refund in the email sentPlease note I accepted this refund and apology on (see attached email titled: 09.23.2015-Item 04)I believe this company wants to standby their word and make their customers happyThe resolution of this matter would help confirming my faith that this company has integrity, professionalism, and can provide others with good service
Regards,
*** ***

We have not lied about anything in our responseYou contract with us by placing the deposit, that is the whole point of placing itIf you did not take the time to read our policies and terms, then that is something I would suggest you do with any vendors moving forwardYou do not have any direct experience with us regarding our delivery service, as you have not had it personallyWe completed over events so far in We wouldn't be in business if we didn't show up to half of them, so again, that is an irrelevant response and claim that you're makingWe are willing to provide any rental needs you may have to use your deposit amount

Customer has received a full refund and I have asked her to contact the Revdex.com to confirm

If you were missing items on the order, you should've documented them in an e-mail prior to the event, which is something your coordinator would have been able to doWe would have delivered the missing items prior to to the event and furthermore, you would have documentation at this point stating that you did in fact have missing items and that you notified us and we didn't deliver themAlthough our delivery personnel are very professional and attentive people, it should've been communicated back to the main office directly and we would've had the opportunity to fix the problem2.The two signs on the dessert barrel bar are priced at $each, so I can give you an additional $refund if you're noting that you didn't in fact receive thoseThe clothespins, twine and mason jars are a combined $rental as part of the ladder seating chart, so I can refund you an additional $I have tried to comb through all of my credit card receipts to verify the $refund our end but unfortunately I am unable to locate itIf you can provide me a mailing address, I would be happy to send the refund for $to resolve this issue. Again, it was your choice to have your coordinator on site during delivery because that is what you felt the most comfortable withThis was not a requirement by us and not something we will be paying forI've also looked through all previous events at your venue and there were not any no showsIf the venue owner did in fact tell you this, please have her contact me because this is not the case

I have contacted the client in regards to refund options back to her cardHopefully we can resolve this within the next few days once the funds are confirmed to be back on the card

***,I sent you two emails in the last few weeks alone asking you to confirm that you'd sent the check to which you did not reply You certainly have failed to "respond to all of (my) communications and requests." You should not stop payment but rather send a check for the difference, and send it certified mail and let us know when you've sent it, ideally tomorrow.The second check should be for $ If you stop payment on the check we have received I have no reason to believe we will ever receive another, and that will force me to go to small claims court with even more urgency If you send a second check immediately and both checks clear I will not proceed with small claims court If you do anything else I will be forced to proceed Thank you,***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
1. Delivery was never requested
for any day other than Friday, September 11th.  If requested, I would be happy to provide my
confirmation, dating back to April, received from Boston Rustic Wedding
Rentals that states this date as the drop off date and an email from
[redacted] stating that "Delivery on Friday and pick-up on Sunday works
perfectly fine for us" on April 30th.  The company may not have a stated requirement that someone be on site for
delivery; however, the issue with lack of reserved items and the
incredibly late delivery (much more than the 1-2 hours, which is already
unacceptable) required that someone was there to verify that the items
were indeed delivered or to make alternate arrangements.  We were informed by our venue that the company was a no show at a wedding there just a couple weeks before so it
is not reasonable to expect that we would just trust that all would be
delivered as promised without any supervision or verification.  Our coordinator's presence was
absolutely necessary to ensure that if the company did not show up or did not have
the items promised, that she would be able to correct it before the
ceremony.  In fact, our coordinator did need to make a list of items not delivered to secure them elsewhere in the morning for us as the series of events leading up to the non-delivered items left us unable to rely on a replacement by the company. 2. We agreed to the tables
because there was no other option.I was incorrect in my original statement that our coordinator was
notified 2 days before our wedding that our linens were not available as
it was actually 1 day.  Our options
were to accept the substitute or to have our guests sit at uncovered
folding tables because the company was unable to provide the reserved,
and paid for, items despite having over 4 months advance notice to secure
linens and confirming that such linens were reserved for our use.  In addition, this inability
to provide the promised product resulted in our wedding guests having to
haul tables and me having to take time away from my rehearsal dinner that
should have been spent with our friends and family who came from across
the country for this weekend.  The
failure of your company to provide the services promised was completely
unprofessional and we are shocked at how far below the industry standard
of professionalism your company has come. 3. Please process the $89 refund
immediately.  Please notify me of
the refund once it is processed and the method by which it is processed. 4. Your delivery personnel were
notified of the missing items and told us that they didn't have them.  The reason you had the items when it was
checked back could be because our coordinator purchased replacement items
for our use and we left them with the rental items as we have no further
use for them, including twine and clothespins.  The decorations for the dessert barrel
bar were never located so if you found those upon check in, they were in
your delivery truck and we cannot be expected to have inspected the truck,
after asking several times about the missing items to the delivery
personnel.  I was in the tent prior
to delivery and during delivery - the accessories were not delivered, nor
were they misplaced as I also went through everything in the tent before
going to bed that night, and after break down on Sunday.  This is a perfect example of why someone
really needs to be on site when deliveries are made, to identify such
missing items, as our coordinator was able to do.  I strongly suggest that you work out a
system to have a responsible person within your company attend deliveries
or ensure that your delivery personnel report back missing items that are
identified by the client at the time of drop off.  As your voicemail has been full for
months (as experienced by us and other brides) and your phone went
unanswered, we reported the items to the delivery personnel.
Regards,
[redacted] (formerly [redacted])

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Address: 11 Ave. E, Hopkinton, Massachusetts, United States, 01748

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