Social Confetti Events, LLC

During the booking process, the client paid for the cost of the basic package at the time of the booking. The client is only considered paid in full providing that nothing else is added to her rental. During the consultation process where we solidify details surrounding her event and rental with us,...

the client's card was accidentally charged. When the client informed us of the charge, we apologized and immediately issued a refund. A short time later, the client contacted us again letting us know that she had not received the refund as of that date, so we re-issued a secondary return to her. However, by this time, the client had added a premium upgrade option to her rental with us, so the cost of that upgrade was deducted from the amount owed to her and the remaining balance was refunded to the client. The client contacted us again a few weeks later letting us know that the refund had still not been received. My response to her was that I suggested  we set up a time to meet in person to ensure that she receives the refund. I did not hear back from the client until almost 2 weeks later when she asked if we had mailed the refund again. We had not, as we were waiting to hear back from the client regarding a time to meet in person. We have no problem with reissuing a refund again, but it will need to be for correct amount, which would be $99.54, not the $184 that the client is currently requesting. This is the remaining balance once the cost of the premium backdrop, plus tax and processing, is subtracted. (Which she received and used during her event). In regards to the services that client is claiming she paid for, but did not receive,  the video booth was available for guests to use during her entire duration of her event. However, I will say that  The video booth upgrade is not one of our more popular upgrade options. We wanted to change that, so at the time the client booked, we were offering an  incentive that would provide a complimentary video booth service with the purchase of a photo booth package. Unfortunately, we found that guests simply are still not using the video booth feature as much; especially when it is combined with the photo booth service. We are working to improve this and have made our current clientele aware of this issue when they express interest in the video booth option. As for this particular client, I felt it was important to explain this as I did not want it to be conveyed that she paid for something that she did not receive. We delivered all of the services that she contracted our services  for. Although we certainly understand the disappointment that the video booth was not used by her guests as much as she intended, we can not force guests to use the video booth option, nor can we reimburse this particular item since the client was not charged for it to begin with. That said, we are happy to resolve the overcharge however she see fit, but it would be our recommendation that we schedule an in-person meeting to do so to ensure that there are no issues with delivery. Thank you for your time in this matter and we look forward to hearing back from you.

It is my understanding that we are currently scheduled for mediation to resolve this issue with Cross CHX on Wednesday, May 11th. That said, I'm happy to provide a response regarding our situation to this point, there are a few things that Miss [redacted] included in her complaint that are misleading and...

I feel need to be clarified. It was unfortunate that our attendant was in an auto accident while en route to the scheduled event with CrossCHX. This was scheduled on a night that we had multiple corporate holiday events taking place and I was actually working at a separate event near the Polaris area. I received a call from [redacted] letting me know the attendant had not arrived and almost immediately following learned of the accident that took place while the attendant was en route to the CrossChx event. I did what I could to gather information necessary to make a plan of action on how to proceed. Thankfully, there were minimal serious injuries, but fairly extensive damage done to the vehicle carrying our equipment, including our kiosk/printer. I contacted Miss [redacted] to give her an update  and began offering alternative solutions with the hopes that we could  still provide the rental to  CrossCHX that evening and fulfill the terms of the contract. Given that their rental was only scheduled for a 2 hours, and we were scheduled to arrive mid-event, we were limited to how much we could adjust their scheduled operation time.   We offered a few different alternative solutions, all of which Miss [redacted] turned down. It became evident that Miss [redacted] was also fairly intoxicated, which I believe perpetuated her unwillingness to to find a resolution with us.After reiterating our policies and procedures as stated in the rental agreement, I decided to end the call and we made arrangements to complete a formal follow up by phone a few days later, which we completed on 12/15. During that follow up call, I did concede to a refund that would be submitted to CrossCHX in January.  Unfortunately, in mid-January, we also received news of my mom's cancer diagnosis, which caused the refund being sent out a week or so later than originally scheduled. I did inform [redacted] of this and asked her to inform me when she received the refund check. Almost 2 weeks later, I received an email from [redacted] of CrossChx stating that they had not received the check. I immediately wrote back and gave all the information I had as to when the check was sent, where it was sent to and even offered to bring a check in person to their office. Unfortunately, around that same time, my mom began experiencing complications from her cancer treatment and I admit that my focus shifted from work to family. In hindsight, I should have handled that differently. That said, it was almost 2 months before I heard anything else regarding this situation. I actually thought they had received the check at that point and the matter was resolved. However, it was almost 2 months later on April 21st that I received an email from  Franklin County to schedule mediation between CrossCHX and my company and as I stated in the beginning of this response, was under the impression this mediation was scheduled for Wednesday, May 11th at noon.

There were several issues in Ms. [redacted]'s statement that were outright false.  I find it troubling that she has not only gone back on her word so many times but has questioned my integrity without providing any evidence to support her accusations.  The biggest point of contention is the holiday fee--unfortunately I do not have a recording of our phone conversation in November when I asked her if this would be applicable since my wedding was the day before Easter.  I would never have proceeded with booking her company had she told me an additional fee would be applied.  She assured me I would not be charged a holiday fee--I wish I had the hindsight to have asked for it in writing but did not see the purpose since the total she gave me--please bare in the mind at this point she knew the date of the wedding and the fact that it was Easter weekend--was the price we had agreed upon.  Why would a fee for the date in question to be applied after the fact?  Which brings up the topic of the questionnaire.  I am happy to provide emails that show Ms. S[redacted] emailed me confirmation on November 11, 2014 and then it was not until March 26, 2015 when I emailed her asking if there was anything she needed for me that she mentioned sending me a questionnaire.  Having only received the questionnaire on March 26 taking two days to fill it out does not seem unreasonable.  On a side note, I specified the type of background I wanted on the form--damask.  I specifically remember this as it was not an option on the questionnaire but was on the email that was sent to me in the fall about the promotion so I typed it in rather than clicking on the options provided.  I would appreciate it if Ms. S[redacted] would provide a copy of the questionnaire--at no point after I submitting did I receive information on what my credit card would be charged otherwise I most definitely would have called her and reminded her of our discussion that no holiday fee would be applied.  Therefore, her company did not have my approval for the second charge.  As for the products received, the guestbook was not full of the images taken nor was I given copies of the images.  Of course, I understand that some images may be misplaced but to not even receive a fraction of the 120 seems dubious.  I sent Ms. [redacted] photographs of the book I was given as per her request once we spoke and she assured me she would mail me the copies along with a refund check--again, I wish I had learned my lesson and recorded our phone conversation.  Along with the images of the book I provided Ms. [redacted] images of what my computer showed when I plugged in the USB flash drive.  In her statement she questions the veracity of the faultiness of the flash drive yet I provided her images and asked her advice on how to correct it as I was open to the error being on my end with not knowing how to properly open the folders.  She replied that she would ask someone by the name of Tim and let me know.  She never replied.  I also discussed with her via text that my mother found the book and USB strewn in the reception area the next morning.  I believe and stated to Ms. [redacted] that handing off the materials to someone in my family or an employee of the venue was the most professional option and one that could be tracked to ensure items were not misplaced or damaged.  Her reply stated that was their normal business protocol and she would speak to the attendant but yet again did not reply afterwards with that information either.

This case has since been resolved between our company and the client, as we provided a refund to  the client for the Holiday Fee and the Idle Time fee that she had been previously charged for. The refund was provided to the client on July 8th, 2015 in the amount that was requested by the client, which was $349.48. Although our policy for any Holiday or Idle time fees were included on our website, client packet and the rental agreement that the client signed, we used this experience as an opportunity to review how information is conveyed to potential and current clients during both the inquiry and booking process. Our goal is to avoid charging fees to clients if at all possible, but in situations where the events take place on a holiday, we have these fees in place to ensure that our attendants are properly compensated as well. Aside from the monetary compensation we provided to the client, we also offered additional prints to [redacted], but never heard back from her since the refund was granted. The online gallery associated with her event remains active online and will be available until the client requests otherwise. Please let me know if any additional information is needed and thank you for your time in this matter.

Consumer called Revdex.com and advised that she received a refund and the matter is resolved.

The last email I have from the clerk of courts was for Tuesday, May 10th or Wednesday, May 11th. We selected May 11th. The courts also mentioned that we could do it earlier by phone and I'd be happy to complete it that way. Just let me know!

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.  I am sending an email to the company with ideal times/days to meet up. As long as that is responded to and completed then I can accept this. I just was not getting any responses from my most recent emails to the company.