01/02/2021
Hi all, we just wanted to put a response out in relation to the recent influx of defamatory comments and messages coming in, stemming from some inaccurate accusations from one particular customer.
We are a family-business that has been operating for over 20 years, and great customer-service has always been one of our key values.
As you will undoubtedly know these are unprecedented times, meaning events or celebrations can change and we appreciate this. On this particular occasion, one customer had their wedding moved on 3 occasions, which we looked to accommodate and rearranged all of these. However, they then stated that they were cancelling. And as a result, wanted their deposit back. We are still willing to do the job on the agreed date in May-21, conditions and restrictions allowing. As with many service-based businesses, the purpose of the deposit, which is part of our standard terms of agreement with any customer, is to reserve your required, and often hard to secure, date - often 1 to 2 years in advance - and therefore ensure that slot is reserved for you only and no longer available for anyone else.
Again these are difficult times for many people and especially difficult for small businesses such as ours with restrictions stopping or limiting our service. Nevertheless, we have offered customers, who have chosen to cancel their booking the option to use their deposit against another booking at an available date and time in the future. As we don’t want people to miss out on the experience.
For those that are sending threatening and abusive messages, we just want to reiterate that in this case, this booking hasn’t been cancelled by ourselves or expected to be cancelled to the COVID-19 but rather due to the event no longer taking place. This type of cancellation occurred many times prior to the pandemic, for a variety of reasons, and reiterates the need for us to collect deposits so we can be continue to operate and be available for our loyal customers, when you need us.
To reiterate, we are happy to do the allotted slot, subject to guidance at the time or move the booking to an alternative slot that is available, for any time in the future. And the same applies to all of our customers, during these difficult times.
Stay Safe.