Stuart Thomas Manor

Review: No one from the Manor called me until the last week of October, when the reception was set for November [redacted] I missed the call and it took me a couple weeks to return their call, in the meantime I received no further attempts from them to contact me. When we finally spoke, [redacted] wanted a head count and full payment for the reception. This had not been discussed and I assumed due to my past experiences at other catering halls an exact head count would be taken that night and we would pay at the end because no payment details had been discussed at the contract signing. I explained this to her and she gave me an attitude saying they need half of the money a month before and then full payment two weeks before. I said that maybe she should have tried to reach me sooner, this was not my problem and we would pay the day of as my husband and I had been planning. At this point, it was also too late for me to go in and actually physically see linen colors and such, so I had to tell her over the phone what I wanted without knowing what it would actually look like.

The night before the reception I went to the hall to set up center pieces so the staff just had to put them on the tables and also to see the linen colors, as well as drop off items for the tables and the welcome table. That night, she again asked me if I had the full payment for the reception and when I said that I did not I was paying her the next day as I had already told her, she gave me an attitude and told me she didn’t understand what the difference was between Friday or Saturday. She also made it clear that what we were doing there with setting up was an inconvenience. She also did not have the linen color I requested because they don’t keep linens on sight, which she did not tell me during our phone conversation, they order them when needed; ultimately I had mismatching colors for the chair wraps and napkins. She made this seem like it was my fault. In the end, I left instructions with her for what I wanted done with the welcome table and the dinner tables.

Our reception was to be from 7:30pm to 12:30am. I arrived at exactly 7:30 to find all my guests milling about in the lobby, and seeing staff members carrying dissembled (ruined) center pieces, and other items for the tables into the hall. They were not set up at all when we arrived; the hall was a mess and opened 20 minutes late. Apparently they booked a party before ours in the same room and that party ran late. The DJ had to tell the staff to clean mud off the floor and put their uniforms on. The chairs had the wrong color covers and the chair ties looked horrible because they were tied so hurriedly, the centerpieces were ruined, there were no napkins out and folded with starfish as I had asked, the welcome table was set up wrong and missing the items I had brought for it, there was no pen put out for the guests to sign our guest book, the cake was not put out with our serving utensils until I asked where it was, the cake was wrong when it came out, our champagne glasses were not put at our seats, the bridal suite had dirty dishes in it that were never cleaned up throughout the night. I was also informed that [redacted] went to our family friend (a previous employee of the Manor we signed the original contract with) who was a guest at our reception to ask him about our contract and the agreed upon payment; quite frankly this appalled me.

At the end, all they did for us was keep the bar open for an additional 15 minutes and they still demanded full payment. Keeping the bar open did not lessen our disappointment as most of the guests with the exception of immediate family had left already anyway. When we went back the next day, a champagne glass had been broken and vases from the centerpieces were missing. I tried contacting the owner multiple times afterwards to speak with her and give her a chance to make things right, and she never returned my phone calls.Desired Settlement: We greatly desire to be given a partial refund as we did not receive the services we paid for. We would also like an apology and an acknowledgement that they did all the wrong things by us because they just wanted to make their money.

Consumer

Response:

At this time, I have not been contacted by Stuart Thomas Manor regarding complaint ID [redacted].

Sincerely,