Minnesota Harvest Apple Orchard

Initial Business Response /* (1000, 5, 2015/10/29) */
The complaint was forwarded to us weeks after the incidentWe are at the busy time of the season and did state to *** we would handle and respond back to herWe did send a response to her going over in detail all her pointsSome of the
points were not billed to her so no refund would be do to herThe wedding contact person as well as another employee was at the location a few times throughout the day leading up to the start timeWe are not wedding coordinators and do not stay in the location with the party the whole timeThe unity tree we have never had a issue with the consumer before, but this was a item we didnt bill forThe layout was set up according to the diagram provided by the consumerThe chaampagne was something the bartenders who are contracted out was suppose to doIt was relayed to themWe changed parking to provide an area closer to venueWhen the pizza was took to the location it was hot, it is a unheated barn so it will drop temperature
Initial Consumer Rebuttal /* (3000, 8, 2015/11/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Several of the items I addressed were replied to by the Orchard with accounts of what actually happened this dayI have included a few sample pictures from e-mail exchanges as proofIf I could get to my earlier text messages I would have moreTruthfully I don't care about the refund but the fact that the owner of a company can lie and treat customers this way is completely unacceptableI have also included parts of her e-mail response below so you can see for yourself how she talks to her customersMy family and I are just disgusted with her lack of response, rude remarks and failure to make our situation rightIt is clear that customer service is non-existent at this business which is a shame because it's a wonderful orchard and great activity for families
Susan's response includes pieces like what I have captured below
"I see that you have entered a very disparaging review on-lineAs you know, this will probably cost us at least one wedding or moreSo, in my view, you have exacted your fee from us, by chosing to make this a public issue"Unfortunately she left me no choice when she was unresponsive for several weeks
Susan stated that the floor plan, tables, chairs etcwere set up according to my floor plan but if that were the case there would have been enoughThis is a flat out lie and just one of a few things she lied about in her responseLike the benches for the ceremonyWhat benefit do my family members have to say that they had to set up the benches? Susan of course said her team set them up but how can she know that when she wasn't there? I understand her employees probably don't want to get in trouble but lying is unacceptable! I don't blame her team for lying, when this is how she treats customers I can't even imagine how she treats her employees!
Susan also stated they have no control over the bartenders in her responseThen they shouldn't be making commitments for them if they have no control over themI have attached confirmation of this
Susan also felt the need to educate me on the delivery pizza industry when she said, "once it is put out, it will lose 50% of its heat in the first secondsThis is an industry factSo, if it sits there at all, it will not be warm very longThis is just a fact of life"Well, the pizza was waiting at the orchard just after we finished dinnerThis was supposed to be a late night snack so no wonder it was cold by the time it was laid outThis industry fact is irrelevant but comical that she took the time to make that up or actually research it
Lastly, she felt the need to basically tell me I am getting what I paid for since the orchard wasn't as expensive as other placesShe said "this is a working farm and not the Waldorf Astoria"She compared her location and fees to orchards in the Eden Prairie and Minnetonka areas which isn't even comparableHer orchard is in the middle of no where, it obviously shouldn't cost as much
After all of this I am happy to finally have gotten as response as as it was but am very disappointed in the outcome and how they have cheated us of our wedding day! I see now why they charge gratuity in advanceSo they can get away with terrible service!
Final Business Response /* (4000, 10, 2015/11/11) */
Attached are all the emails for the eventAs noted the diagram did change alot in the few days and the last diagram sent to us is what was setThe bartenders are paid directly from the wedding event and as noted I said I didnt see a problemBut they did talk to the bartenders them-self so we assumed it was handledSusan was at the orchard the day of the event and had helped some with it, like moving parking closer to the barn for the wedding guestAlso I was at the orchard before 3pm and had talked the the personal assistant a few times throughout the dayI put up the shepherds hooks and decro at the ceremony siteI decorated the wagon used for the private moment, I personally took guest and the bride to the ceremony I assist n clearing the tablesSo honsetly saying I wasnt at the orchard until is not the truthFor the pizza we dont get it delivered we pick it up so if there was a delivery here it was for something differentThere is no service fee or where that is stated that is incorrectThe only gratuity on the bill is for the caterer portion and it is listed as such
Forwarded conversation
Subject: Seating change 9/
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From: *** ***
Date: Mon, Sep 21, at 5:PM
To: Colleen *** Apple Orchard
Hi Colleen,
I'm so sorry just had two more cancelI adjusted the seating again belowPlease use this version
Table will have people
Table - people
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Sent from my iPhone
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From: sponsels mn harvest
Date: Wed, Sep 23, at 11:AM
To: *** ***
Attached is the invoice for your upcoming eventPlease look it over and let me know if anything needs to be correctedThanks Colleen
And I have the changes made to the diagram
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From: *** ***
Date: Wed, Sep 23, at 3:PM
To: sponsels mn harvest
Hey Colleen,
I don't see the pizza on there that the only big change
Other than that, I would like to add the jug of lemonade in addition to the water we have alreadyThe headcount should be rather than
Do we pay Lee and the bartenders separately? I don't see them listed on here
I also don't understand the linen qtyWith the decor tables and the tops I only counted linensCan you explain this to me just so I understand? Thank you!
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*** ***
***
***@gmail.com
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From: *** ***
Date: Wed, Sep 23, at 3:PM
To: sponsels mn harvest
I forgot one thing, I only need shepard's hooks for the ceremony
Do you have nails in the barn entrance doors that we can hang wreaths from? Should we bring our own if we are allowed to do that?
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From: sponsels mn harvest
Date: Wed, Sep 23, at 4:PM
To: *** ***
I can add the pizzaFor the headcount the caterer said so that is what I was basing it off ofI will adjust it For Lee and the Bartender yes they are paid directlyIt is for all the tables so the round, for the guest table, head table, dj, buffet, smores, guest, gift, glassLet me know if you have any other questionsAttached is a revised invoiceYes there are nails for wreaths in the doors
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From: *** ***
Date: Wed, Sep 23, at 4:PM
To: sponsels mn harvest
Ok sounds good
I only need shepard's hooks, not
Also the lemonade and water were each, water is listed as but the lemonade shows
Sent from my iPhone
Sent from my iPhone
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*** ***
***
***@gmail.com
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*** ***
***
***@gmail.com
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From: sponsels mn harvest
Date: Wed, Sep 23, at 4:PM
To: *** ***
Sorry for the shepherds hooksI will correctBut the lemonade is $and water $Its on the price list as stated
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From: sponsels mn harvest
Date: Wed, Sep 23, at 4:PM
To: *** ***
Revised
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From: *** ***
Date: Wed, Sep 23, at 4:PM
To: sponsels mn harvest
You forgot the lemonade
The lemonade and water were each, water is listed as but the lemonade shows
Sent from my iPhone
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From: sponsels mn harvest
Date: Wed, Sep 23, at 4:PM
To: *** ***
Water is $and Lemonade is $If you refer to your price listJust because we refill it, that is where the price difference comes fromAnd we also put lemons in it as well
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From: *** ***
Date: Wed, Sep 23, at 4:PM
To: sponsels mn harvest
Ok that's different than what you mentioned when we metNo problemWe will have our check ready? Or can I pay with a card now?
Sent from my iPhone
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From: sponsels mn harvest
Date: Thu, Sep 24, at 2:PM
To: *** ***
For payment, whatever is easier for you guys
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From: *** ***
Date: Thu, Sep 24, at 2:PM
To: sponsels mn harvest
I would like to charge it so I can get the points with my credit card
I will come prepared with both tomorrow so we can handle it then! Thanks
Sent from my iPhone
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From: sponsels mn harvest
Date: Thu, Sep 24, at 2:PM
To: *** ***
Sounds greatSee you tomorrow