ComplaintsforKnife Herb and Fire Caterers

• Initial Complaint

  10/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Knife, Herb and Fire Catering was hired for our wedding on August 26th, 2023. They were contracted in January of 2023 (see attachment if contract/agreement). There were multiple issues that occurred from their failure to follow the agreement which caused stress, hardship and embarrassment for us and our families. Listed below are 13 of the major issues we experienced and want to have partial reimbursement. 1. The contracted main entree was not provided (a substitute was made without our knowledge). 2.Grazing table supplies were not provided adequately to guests (necessary amount of plates/ napkins and utensils were not provided causing guests to use their hands to hold/serve and eat their food). This was extremely unsanitary and inconvenient for our guests. 3.Inexperienced meat carver and meat quality poor to the extent that we are even questioning if we were provided with the prime rib we ordered. We received multiple complaints from the guest about the food. 4. Per the contract the bars were to be stocked with water, ice, cups, mixers and they were not. There was also the lack of water provided to guests throughout the evening. At the beginning of the cocktail hour no cups or water was available and they reported sent someone to dollar tree for cups. 5. Charged for an event captain, however this person was never identified nor did they assume responsibility for the evening to assure/correct any issues that we were facing. 6.We were charged for a gratuity however we feel very strongly, due to the numerous issues we experienced the company was in breach of contract and that this figure should be reimbursed. There were numerous other instances that we experienced but these were the major ones we feel we should be compensated for due to paying over $15,000 for a service that we feel was not provided as promised by the contract. We have made four attempts to contact the owner to come to a resolution, however he has refused to respond after initial contact.

  Business response

  10/15/2023

  Here is a copy of the email I sent to the client that explains their original complaint:

  1. No plates or napkins at the grazing table: The event manager and my wife put the plates and napkins on the grazing table, they just needed to be replenished (and they were when noticed). When we spoke you said the grazing table was very nicely done and you enjoyed it.
   2. No ice or cups at the bar: Yes we were late on getting cups and that is my fault, they did arrive 15 minutes later and I had some more ubered to you just in case. The ice was in a bin clearly marked "clean ice" for both bars and my bartenders said someone from the wedding party(they mentioned someone that resembles the coordinator but not sure) put beer in them. 
   3. No water at the bar: I still don't understand why my event manager would use the bottled water to fill glasses at the table but that is what happened, we ran to get water and it was there within 20 minutes. There were pitchers of water on each table also so people did have that option.
   4. Upstairs bartender un friendly: She told me that you were joking with her all night and were very sweet to her. I have worked with her on several occasions and found her very nice  myself which is why I like to use her when she is available.
  5. No club soda: I personally bought club soda and ginger beer, they were in small cans at the bar.
   6. No bussing: Our crew bussed the tables like we do every wedding, we cleared our plates, silverware and anything else of ours. We wouldn't have got out of there at the time we did if they hadn't bussed the tables in a timely manner. We dont keep clearing tables all night, there is usually someone designated to do this.
   7. People boxing up food: I don't know how to address this, I just know that you said people in black were boxing up food, there was only my crew and your wedding guests and you didn't recognize them as either.
   8. Loading up liquor in truck: When you told me about this it seemed like my crew purposely put your liquor in our truck, when I ask my bartender, one of your guests put his liquor in our cooler to keep cool, our bartender inadvertently put the cooler in the truck not realizing the bottle was in there, the bartender realized and gave it back to your guest and he was happy. No nefarious activity at all.
  9. Carver was inexperienced: Yes she was a little inexperienced but she has a great personality and got the job done well.
  10. Meat was sub-par: Our prime rib is always choice quality meat, we have reviews saying it is the best prime rib they ever had. The venue owner said she loved it. I sampled some of what you had that night and thought it was great. if I thought anything was wrong with it I would be the first to agree.
  11. Broccoli was hard: We like to serve our veggies al dente instead of cooking them to death. Yes the stalks may give people trouble, a butter knife (supplied at the table) is your best bet.
  12. Threw out cake: Your coordinator brought the cake to the kitchen in crumbles, there were no pieces left. If someone wanted to take some home she should have saved a couple of pieces back and we would have gladly put them in a to go box. The cake top is the only part we make sure is saved unless otherwise instructed. 
  13. Wedding coordinator offering leftovers: We make more food than we need for every party because of big eaters and each crowd is different. We are paid to feed a certain amount of people which we did, when everyone has all they can eat we pack the rest up and take it with us to feed the homeless. To ask for the food to be handed out is like going to a buffet and after eating, asking them to pack up some food because you see food left over. Your wedding coordinator should have gone to one of us first and asked if we had anything left to pack up for them instead of offering it to you first. I am not sure why she would offer our food to anyone in the first place. Our event managers are just doing what our contract says at the bottom: "Due to insurance reasons, no food or beverage may be removed from the event"

  Customer response

  10/17/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20716930
  
  I am rejecting this response because: 

  We would like to make it very clear, we are not satisfied with *** *********' response to our complaint and adamantly reject his response. We do not consider the matter as being resolved. He has made zero attempts to contact us in order to discuss a resolution. He only attached an email where he made excuses and justified his negligence and what we strongly feel was a breach of contract on his part. We do not consider this complaint resolved and will not until *** ******** makes some attempt to discuss a resolution and compensation for the lack of contractual obligation on his part. Obviously, *** ******** is not taking this complaint seriously.  His response to the BBB was a simple "cut and paste" to the email we sent him regarding the issues we had with his service and where we felt he was in breach of our contract. No admittance on his part, only justification of his lack of providing what we paid for. If you notice, he revealed to the BBB additional complaints we made directly to him alone which he in turn forwarded to the BBB.  Now that he exposed many other issues, we would like to thank him for bringing them to your attention for us. We made multiple attempts to contact *** ******** to resolve our issues, but he failed to respond giving us no other choice than to seek further assistance through the BBB.  The allegations we made against *** ******** caused much embarrassment and hardship on our family and friends. Our complaints focused solely on where he was in breach of contract and we stand firm on those issues. Some complaints could be considered subjective that *** ******** so graciously revealed. We chose not to focus on those and focus on the items *********** was grossly negligent on according to his own signed contract. 85 Degree hot summer day and *** ******** did not have the bar equipped with contractually promised supplies that were vital for our guests.  I ask: How can a caterer come to a wedding, where he was responsible for supplying a bar with everything but the alcohol with no cups, no ice, no water, napkins etc. Our elderly guests, as well as the bride and groom could not get a glass or a bottle of water well into the cocktail hour.  *** ******** claims he had cups there in 15 minutes. One, he admits he did not have cups at the start of the cocktail hour as promised and was nearing the end of the hour before we could get a drink because as he stated they had to run to the Dollar Store to get the cups. He also stated and put in writing he had cups "ubered" to the venue so that we would not run out. *** ******** was also in charge of stocking the bar with mixers.  When guests could not get water they asked for Club Soda which *** ********'s bartenders said they did not have.  A formal wedding reception and at the start and through more than half of the cocktail hour we could not get a cold drink because there were not any cups, water, ice or mixers. We paid over $15,000 00 dollars to have his service at our wedding and he violated that contract on several instances. The venue was in Plain City and the closest store was in Dublin, at least 15 minutes away. without traffic. Minimum 15 minutes to and from the venue, time in the store is at least 35-40 minutes of our cocktail hour was spent without cups. The water never got there and we were told we could go upstairs and take the (warm) water off the tables. The venue was blocked off to keep guests out until dinner was ready.  Again, this is only one problem we faced throughout the evening. You can refer to *** ********'s copy and pasted email for the additional problems with the evening that he shared with you. *** ******** was not present throughout the evening nor spoke to us throughout the evening in regards to all the problems we were having. We were not satisfied with his one and only correspondence (one initial e-mail) and we continue to be angered and frustrated by his lack of cooperation. 
  Thousands of dollars were lost wasted on the charcuterie/grazing table. People could not enjoy it due to the lack of serving utensils, plates, and napkins.  Those that did try to eat had to use their hands and found their own means to wipe their hands.  The food sat there for hours; never being covered, never being salvaged for those of us who paid for it to take home.  Much was left due to the fact that guests had no means of eating it as stated by many guests which we were profoundly embarrassed by.  One guest contacted me and told me she had to leave early because she was not feeling well.  She contacted me to let me know the grazing table looked like it was barely touched and they were throwing it all out. This was sickening to me.  I would have packed the food up and put it to good use if we were informed that they were going to throw it out. 
  For some reason, *** ******** did not, nor has he acknowledged the wrong food that was served to our guests.  The contract was for Pasta Carbonara and we did not receive that.  I am not sure what it was but it definitely was not what we sampled and ordered at the taste testing. Same with the meet. We were supposed to get prime rib and what we ate was not what we sampled nor was it prime rib.
  A $500 cake was thrown out without even asking if we would like the leftovers. Again, maybe if *** ******** was there he could have overseen the reception first hand.  He also unfortunately hired an individual that he himself said was inexperienced at the carving station, but justified it by saying "but she was a nice person".  His event manager, which he admitted to my mother in law on the phone, which she would testify to in his words "will never work with him again".  Apparently, *** ********'s wife, who was in the kitchen, was unable to deal with all the issues that were happening. She appeared to be short, frustrated and rightfully so embarrassed by what was going on and only indicated that the cups and ice were on the way. They indicated they replenished the grazing table when it was void of plates.  That was not true.  They were told several times that the grazing table needed to be restocked and it simply wasn't done, hence why they threw out thousands of dollars of food at our expense.
   I again, feel strongly that complete refund of the over $1800.00 of gratuity be refunded as well as monetary compensation for the grazing table, lack of bar supplies, incorrect food being served, thousands dollars of unused alcohol that we were unable to serve due to lack of supplies. The worst part is this was supposed to be the most wonderful day of our life and it was overshadowed by pain, suffering and embarrassment caused by Mr. ***** Neighbor and his Company Knife, Herb and Fire.  We would like nothing more than to put this behind us, but *** ******** has left us no other option than to seek your help at this time.  He should be embarrassed for his actions the day of our wedding and thereafter since he refused to be professional about this and communicate with us after several attempts on our part.
  Respectfully submitted,

  ******** *****

  Business response

  11/07/2023

  I don't feel we are in breach of contract, we performed our obligations for the entire night. I do admit there were a few glitches: the cups for the bar were misplaced on the truck and we had to run to get some, they were on our truck and our new catering manager couldn't find them for some reason (this person no longer works for us). This made the bar open fifteen to twenty minutes late. The ice for the bar was used by the clients "day of coordinator" not my crew. We had back up ice and ran to get extra to make sure we had enough for the entire night which was over five hours, *** ****** complaint is about the first twenty minutes of a five hour event. Our bartender said she was very nice and was talking and joking with her during the event and didn't seem upset at all. We did have club soda at the event, along with tonic water, ginger beer and many other mixers, I'm not sure why she wasn't able to get any. The grazing table did have plates and napkins, they did ran out and were replenished by our staff, but not timely enough for *** *****. It also had tongs for the meats and cheeses, the other things like chocolates, pretzels etc can be picked up by hand. The grazing table always sits for a couple of hours uncovered, that is how the guests are able to access it, if we would have covered it her guests wouldn't have access to it. Our contract clearly states that food cannot be removed from the venue because of insurance reasons, yet *** ***** seems to not have read this part. We are paid to feed a certain number of people and always have extra food in case of big eaters, after everyone has eaten the food is taken with us, not handed out. I like to compare it to going to a buffet, when you are done eating you can't demand to take food with you just because you see that there is still food available. If the grazing table was sitting out for hours and a guest wasn't feeling well after eating it, why would she want to take the food home with her, this statement is contradictory to her complaint. I do acknowledge that we served the wrong pasta dish, she ordered Carbonara and we served Blackened Chicken Linguine, while they are both pasta with chicken, they do have slightly different ingredients. Her guests did eat the pasta dish as there was only on pan out of six left. The meat we served was prime rib and I have invoices to  prove it. Even the owner of the venue said she loved the prime rib as do many of our clients, if you look at our reviews you will see that some say it is the best prime rib they have ever had, this was just a week before *** ****** event. Yes our carver was a bit inexperienced in carving prime rib, but is an actual chef and she did a good job as far as I am concerned. The cake in crumbles, was brought to us by her "day of coordinator", there were no pieces left, just crumbs and the cake topper which we packaged up for her to take with her. *** ***** states our event manager said she "will never work with us again" but has applied to several of our postings and texted me to see if we have anything available, so this statement is untrue. She states that thousands of dollars of alcohol were wasted due to lack of bar supplies, our bar was fully stocked and there were many mixers, sodas etc. She states that the only issues were the ice and cups which were taken care of within twenty minutes and the club soda, so for the rest of the event her alcohol could not be served and was wasted? This makes no sense, not all drinks require club soda which was there because I purchased it myself. I feel that the complaint is way over exaggerated and that a couple of minor mistakes were the catalyst to her blowing everything out of proportion and using trigger words like us being "grossly negligent" "profoundly embarrassed" "pain and suffering" to make it seem like it was worse that it was. We have catered many weddings and have a great reputation, we have never had an issue like this and I feel that *** ***** is being manipulative to try to get compensation for something after the fact that we performed our duty.

  Customer response

  11/14/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20716930
  
  I am rejecting this response because: 
  

  We do not accept *** ********’s delayed response.  We again are insulted and angered by his continuous failure to accept responsibility for his lack of preparedness and professionalism during our wedding on August 26th,2023.  I will again address his response, but honestly, feel it is a waste of time as *** ******** continues to insult me while minimizing the many areas where he was clearly in breach of our contract. For clarification purposes, I will BOLD and capitalize *** ********* response and our counterargument.
  
  “I ADMIT THERE WERE A FEW GLITCHES:  THE CUPS FOR THE BAR WERE MISPLACED ON THE TRUCK AND WE HAD TO RUN TO GET SOME, THEY WERE ON OUR TRUCK AND OUR NEW CATERING MANAGER COULDN’T FIND THEM FOR SOME REASON (THAT PERSON NO LONGER WORKS FOR US).  THIS MADE THE BAR OPEN 15 TO 20 MINUTES LATE.” 
  Fact:  Although *** ******** does admit to a “few glitches” he continues to minimize the effect of those “glitches” on us, the cocktail hour and our guests.  I am extremely insulted of *** ********’s lack of compassion as to the effect, stress and embarrassment this caused to myself and more importantly my parents. 
  Fact:  The cups, ice and mixers were not available for our guests at the start of the scheduled one-hour cocktail party.  *** ******** claims the cups were on the truck.  Although this is a change in his story, the fact is the bar was not equipped properly at the start of the cocktail hour per the contract.  He ubered supplies to a venue!  I would think he would have been in conversation with his “event manager” where he could have instructed them the cups were on the truck.  Even the most inexperienced event manager would know the bar was lacking essential supplies! 
  Fact:  It saddens me that *** ******** stated, “This person no longer works for us”.  An inexperienced individual was obviously not trained properly or relayed the necessary information he or she needed to perform her job efficiently and they were fired as a result of a “few glitches”.  If there were only a “few glitches” then why would he feel it was necessary to remove the event manager.  I said he or she, referencing the event manager because we never saw, spoke to them or even knew there was an event manager on the premise, so we have no idea if they were a male or female. 
  Fact:  The bar was not properly supplied at the start and well into the cocktail hour.  As I stated in previous responses, following the ceremony the groom's family and my family took family photos together as well as individual family photos.  I could give you an exact account as to how many photos were taken if this cannot be resolved and we proceed through the system.  *** ******** insists that the cups and supplies were there within 15-20 minutes of the 60-minute schedule cocktail hour. So he is ok and admits to the fact at a minimum the supplies were not there for 15-20 minutes of the cocktail hour.  1/3 of the contracted cocktail hour we paid for we did not have what we needed for our guests. 
  Fact:  Our bar had no ice.  Again, *** ******** points the blame at someone else. 
  Fact:  Our bar had no cups. 
  Fact:  Our guest had no water. 
  
  “OUR BAR TENDER SAID SHE WAS VERY NICE AND WAS TALKING AND JOKING WITH HER DURING THE EVENT AND DIDN’T SEEM UPSET AT ALL!”
  Fact:  It was my wedding!!!! As upset as I was, I was not going to let *** ******** ruin the rest of my wedding. I certainly was not going to take it out on the bartenders.  I am confident it was not their fault *** ******** did not have all the supplies. 
  
  “WE DID HAVED CLUB SODA AT THE EVENT, ALONG WITH TONIC WATER, GINGER BEER AND MANY OTHER MIXERS, I’M NOT SURE WHY SHE WASN’T ABLE TO GET ANY.” 
  Fact:  We could not get any because the bartenders told us they didn’t have any.   
  
  “THE GRAZING TABLE DID HAVE PLATES AND NAPKINS, THEY DID RUN OUT AND WERE REPLENISHED BY OUR STAFF, BUT NOT TIMELY ENOUGH FOR **** ***** (**** ********)”
  *** ******** insinuates that the reason I was upset was because the supplies on the grazing table were not there in a timely enough manner for me. Not at all true, I was upset because, like the bar, the grazing table was not equipped to handle our guests causing further embarrassment and frustration.  Do you have any idea how we felt when we heard our officiant of the ceremony had to use his fingers to get food off the grazing table, had to hold the food in his hands and had no means to wipe his hands because there were no napkins available.  He was one of several people who brought it to the attention of our parents at the reception.  My mother-in-law, as well as a close friend of the family and my own mother went in the kitchen at different times and informed *** ********’s wife that the grazing table needed to be replenished with supplies.  She had absolutely no idea what condition the grazing table was in as she was attempting to try and put out several other fires that were all going on. No cups, plates, napkins, water, ice.  It was ridiculous and an embarrassment, *** ******** and yes, those are my accurate and not exaggerated facts about the situation. 
  
  “OUR CONTRACT CLEARLY STATES THAT FOOD CANNOT BE REMOVED FROM THE VENUE BECAUSE OF INSURANCE REASONS YET **** ***** SEEMS TO NOT HAVE READ THIS PART.”
  Fact:  I did in fact read every detail of the contract, again another cheap insult made by *** ******** in an attempt to change the focus of this complaint.  I would like to see the insurance policy that stated that the consumer that purchased said food has no rights to it for personal use. 
  
  “WE ARE PAID TO FEED A CERTAIN NUMBER OF PEOPLE AND ALWAYS HAVE EXTRA FOOD IN CASE OF BIG EATERS, AFTER EVERYONE HAS EATEN THE FOOD IS TAKEN WITHUS, NOT HANDED OUT.   I LIKE TO COMPARE IT TO GOING TO A BUFFET, WHEN YOU ARE DONE EATING, YOU CAN’T DEMAND TOTAKE FOOD WITH YOUJUST BECAUSE YOU SEE THAT THERE IS STILL FOOD AVAILABLE.” 
  This is a ridiculous comparison made by *** ********.  I would not expect to take food off a random buffet, but I do expect to be given the leftover food as we had PAID for it, and it belonged to us to do as we wish.  
  
  “IF THE GRAZING TABLE WAS SITTING OUT FOR HOURS AND A GUEST WASN’T FEELING WELL AFTER EATING IT, WHY WOULD SE WANT TO TAKE THE FOOD HOME WITH HER, THIS STATEMENT IS CONTRADICTORY TO HER COMPLAINT.”
  Fact: Further proof *** ******** did not maintain the grazing able as well as taking safety precautions to assure the food could be salvaged and could have prevented excessive waste and loss to our family.  Again, this could have been prevented if he monitored the grazing table and equipped it during and after the cocktail hour with the necessary supplies. 
  
  “I DO ACKNOWLEDGE THAT WE SERVED THE WRONG PASTA DISH, SHE ORDERED CARBONARA AND WE SERVED BLACKENED CHICKEN LINGUINE, WHEY THEY ARE BOTHPASTA WITH CHICKIEM THEY DO HAVE SLIGHTLY DIFFERENT INGREDIENTS.HER GUESTS DID EAT THE PASTA DISH AS THERE WAS ONLY ONE OUT OF SIX LEFT.” 
  Fact:  We ordered and paid for Pasta Carbonara and *** ******** fed me and our guests something we did not order.  Another breach of contract. Again, *** ******** minimized yet another major problem we faced.  The fact that he said our guest ate it is ridiculous.  Of course, they ate it.  It was a main dish.  What else were they to do?  They had no idea, but we knew it was wrong and not what we wanted served.
  
  “THE MEAT WE SERVED WAS PRIME RIB AND I HAVE INVOICES TO PROVE IT!” 
  Fact:  We stated we questioned the validity of the meat because it did not taste anything like what we tasted at your facility.  I really and not concerned about whether or not the owner of the venue liked your meat. I may add that past reviews from other consumers do not have any validity to how our meat was.  If you served the wrong pasta dish, which you admitted to, who is to say you served the correct meat? The fact is it did not taste the same to those of us who sampled the meat at your facility. 
  
  “YES OUR CARVER WAS A BIT INEXPERIENCED IN CARVING PRIME RIB BUT IS AN ACTUAL CHEF AND SHE DID A GOOD JOB AS FAR AS I AM CONCERNED.”
  Fact: Another inexperienced employee similar to the inexperienced event manager who did not properly execute her duties. I am questioning how *** ******** can give an honest opinion of her job performance when he was not present at any point and basing her ability on the fact that she is a chef. Did *** ******** remove this employee along with the event manager? 
  
  “********* STATES OUR EVENT MANAGER SAID SHE “WILL NEVER WORK WITH US AGAIN" BUT HAS APPLIED TO SEVERAL OF OUR POSTINGS AND TEXTED ME TO SEE IF WE HAVE ANYTHING AVAILABLE, SO THIS STATEMENT IS UNTRUE.”
  Fact: This is in fact not true. We are still unaware of who this event manager was, so never stated that they would never work with *** ******** again.
  
  “SHE STATES THAT THOUSANDS OF DOLLARS OF ALCOHOL WERE WASTED DUE TO LACK OF SUPPLIES, OUR BAR WAS FULLY STOCKED AND THERE WERE MANY MIXERS, SODAS ETC.  SHE STATES THAT THE ONLY ISSUES WERE ICE AND CUPS WHICH WERE TAKEN CAFRE OF WITHIN 20 MINUTEDS AND THE CLUB SODA SO FOR THE REST OF THE EVENT HER ALCOHOL COULD NOT BE SERVED WAS WASTED?” 
  Fact:  As *** ******** states, the supplies were there within 20 minutes.  *** ******** that is not okay.  One, we all know it was longer than 20 minutes. The supplies should have been there before the cocktail party even started. When we did get cups, the drinks were served without ice. Your own bartenders stated there was no club soda.  Maybe that was left on the truck as well. It amazes me that you feel it is ok for the bar, that you were contracted to stock was not available for more than 1/3 of the cocktail hour. Clearly again a breach of contract.  
  
  “I FEEL THAT THE COMPLAINT IS WAY OVEER EXAGGERATED AND THT A COUPLE OF MINOR MISTAKES WERE THE CATALYST TO HER BLOWING EVERYTHING OUT OF PROPORTION AND USING TRIGGER WORDS LIKE US BEING “GROSSLY NEGLIGENT” PROFOUNDLY EMBARRESSED” PAIN AND SUFFERING” TO MAKE IT SEEM LIKE IT WAS WORSE THAN IT WAS......*** ***** OS BEING MANIPULATIVE TO TRY TO GET COMPENSATION FOR SOMETHING AFTER THE FACT THAT WE PERFORMED OUR DUTY.”
  
  Fact:  The fact that *** ******** is basically accusing me of lying and being manipulative, while he minimizes his “minor mistakes” is very upsetting.  This was my wedding; these things did happen and if he was there, he could have witnessed it himself.  I unfortunately do not need to exaggerate anything as I have stated things exactly how they occurred.  By *** ********’s own admittance, he was clearly in breach of contract.  Attacking my character is not acceptable.  I am prepared to take further action as *** ******** clearly does not want to take responsibility for his “minor mistakes” and compensate us monetarily for his failure to provide what we contracted for. 

  Regards,
  
  ******** *****

  Customer response

  11/14/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .20716930, and find Mediation is necessary.

  Any time between December 4th-8th will work. We will be able to attend at anytime throughout the day. We may be bringing up to four people to assist with the mediation. 

  Regards,

  ******** *****

  Business response

  11/14/2023

  Better Business Bureau:

  I would like to reject the offer of Mediation for complaint ID 20716930.

  Regards,

  ******** *****

• Initial Complaint

  11/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm extremely upset while planning a very expensive and special event for my child I booked a venue who recommended a caterer who was extremely difficult to work with and was at many times very unprofessional. Almost immediately after starting to work with him I noticed this company was not profesional because I ordered my tastings and advised of what I would want for my event and then he advised the prices would be higher even though its not mentioned on the website. We chose them because it was the venues recommendation but deeply regret it as when I called the venue to complain then they advise they no longer work with that caterer. Just a week before the caterer asked me how he would know what each guest had ordered as if we hadn't paid for sit down serving in the agreement that the servers would ask each guests their choices. They threw away the rest of the food without advising and some guests who arrived a bit later where unable to eat and caused me and my daughter so much embarrassment. Then I paid for servers for a plated meal and got three random people with no type of uniform or coordination for my event which I paid per person, my guests had to wait extremely long times for their food and some had to go as far as chasing down one of the servers to ask for a plate, it was definitely not organized half tables where eating while others hadn't even ordered very unpleasant, about an hour before the event was over I asked when they planned to cut the cake and they didn't know they were cutting my cake or even know how to cut it, asked me if I had utensils it was just a mess half of my guests where gone by the time they cut the cake and then I see pieces of my $550.00 cake all over the floor. The servers also left their trash in the venue which caused me a cleaning charge of $250. I believe they should cover and refund me the total of $540 for serving fee, the $250 trash and the cake cutting fee $125.

  Business response

  01/13/2023

  Hi,

   I would like to dispute the claim that Mrs. ******-******** has posted.

   

  Mrs. ****** ******** claims we are unprofessional because we told her that the entrees she chose would be a different price than what she had chosen before because our beef and seafood prices are "market price" and change according to market fluctuations and are very clearly stated on our website. We did not charge her the market price because she didn't choose a beef or seafood option so I'm not clear why she has mentioned this in her complaint. I can prove this with her signed contract. 

   

  She also claims that the venue she chose doesn't work with us any more, we can prove otherwise with several contracts for weddings booked there in 2023.

   

  She also claims that a week before we asked her what each person wants for their meal, she chose three entrees and asking that question is how we decide how much to make and which guest gets which entree, something every caterer does they know which guest gets which entree and what table they will be sitting at. She declined to give us the information which made our servers have to ask each person as the server got to the table which slowed service and complicated a normally organized event.

   

  She also claims that we threw the food away after the event. We always make more food that is needed because guests occasionally change their minds about what they want and we absolutely never run out of food. We are paid to feed a certain amount of people and that is exactly what we did. That is like going out to a buffet and after you are done eating, asking them what you are going to do with the rest of the food on the buffet and claiming that it is hers.  The guests that she claims didn't eat because "in her own words arrived hours later' didn't get to eat because they arrived late, her serving time was 7:00 and the guests that didn't get to eat arrived after 9:00. After we served we started cleaning up. We weren't  told that she had other guests that would be late or we may have had a way to accommodate her but would have charged a couple more hours at $150 per hour which is clearly stated on our contract. 

   

   And she claims we were in random uniforms. All of our servers wear white shirts, black pants and black shoes.  

   

   At serving time, half of her guests were seated and ready to be served while the other half were still mingling, the seated guests were served promptly and the guests that were still mingling were the ones that were assuming had to "flag down" a server. Her refusal to tell us what guest got what meal and the fact that they weren't seated to be served is the main cause of the wait times to fluctuate.  

   

  Her claim that half of her guests ``hadn't even ordered" is correct and is why I asked her a week before which guest got which meal, this was a catering event and not a restaurant, we dont approach the table and ask for your order. We organized it weeks in advance and her refusal to let us know these details was also one of the main causes of the varied serving times. I also asked her to have the guests' seats to be marked with what they ordered, which is what we do at every plated and served meal and the client is usually very happy to do this as they understand that it would expedite the event and help to organize better. She also refused to do this. 

   

   We didn't take the trash out at this venue because they dont require us to, it is clearly stated in the venue's contract that the client is responsible for taking the trash out and that they will be charged $250 if they do not. 

   And finally, her cake was cut by our server who has experience, it was a big cake so there may be a few pieces on the ground afterward. The people that left before they could get cake had other obligations or didn't want to be there in the first place which I understand. 

   

  In a follow up email Natalia wrote this and I quote "unfortunately I was not in charge of the planning and organizing so not much I could've done I provided what I was requested with sufficient time and what I wasn't aware was needed I just didn't have" but is blaming my company for the miscommunication, organizing and unprofessionalism, I maintain that it was her miscommunication and lack of organizing that caused the issues and have emails and documents to prove this and will provide if needed.

   

  Thank you.

  ***** ********

  Business response

  01/13/2023

  Hi,

   I would like to dispute the claim that Mrs. ******-******** has posted.

   Mrs. ****** ******** claims we are unprofessional because we told her that the entrees she chose would be a different price than what she had chosen before because our beef and seafood prices are "market price" and change according to market fluctuations and are very clearly stated on our website. We did not charge her the market price because she didn't choose a beef or seafood option so I'm not clear why she has mentioned this in her complaint. I can prove this with her signed contract. 

   She also claims that the venue she chose doesn't work with us any more, we can prove otherwise with several contracts for weddings booked there in 2023.

   She also claims that a week before we asked her what each person wants for their meal, she chose three entrees and asking that question is how we decide how much to make and which guest gets which entree, something every caterer does they know which guest gets which entree and what table they will be sitting at. She declined to give us the information which made our servers have to ask each person as the server got to the table which slowed service and complicated a normally organized event.

   She also claims that we threw the food away after the event. We always make more food that is needed because guests occasionally change their minds about what they want and we absolutely never run out of food. We are paid to feed a certain amount of people and that is exactly what we did. That is like going out to a buffet and after you are done eating, asking them what you are going to do with the rest of the food on the buffet and claiming that it is hers.  The guests that she claims didn't eat because "in her own words arrived hours later' didn't get to eat because they arrived late, her serving time was 7:00 and the guests that didn't get to eat arrived after 9:00. After we served we started cleaning up. We weren't  told that she had other guests that would be late or we may have had a way to accommodate her but would have charged a couple more hours at $150 per hour which is clearly stated on our contract. 

    And she claims we were in random uniforms. All of our servers wear white shirts, black pants and black shoes.  

   At serving time, half of her guests were seated and ready to be served while the other half were still mingling, the seated guests were served promptly and the guests that were still mingling were the ones that were assuming had to "flag down" a server. Her refusal to tell us what guest got what meal and the fact that they weren't seated to be served is the main cause of the wait times to fluctuate.  

   Her claim that half of her guests ``hadn't even ordered" is correct and is why I asked her a week before which guest got which meal, this was a catering event and not a restaurant, we dont approach the table and ask for your order. We organized it weeks in advance and her refusal to let us know these details was also one of the main causes of the varied serving times. I also asked her to have the guests' seats to be marked with what they ordered, which is what we do at every plated and served meal and the client is usually very happy to do this as they understand that it would expedite the event and help to organize better. She also refused to do this. 

    We didn't take the trash out at this venue because they dont require us to, it is clearly stated in the venue's contract that the client is responsible for taking the trash out and that they will be charged $250 if they do not. 

   And finally, her cake was cut by our server who has experience, it was a big cake so there may be a few pieces on the ground afterward. The people that left before they could get cake had other obligations or didn't want to be there in the first place which I understand. 

   In a follow up email Natalia wrote this and I quote "unfortunately I was not in charge of the planning and organizing so not much I could've done I provided what I was requested with sufficient time and what I wasn't aware was needed I just didn't have" but is blaming my company for the miscommunication, organizing and unprofessionalism, I maintain that it was her miscommunication and lack of organizing that caused the issues and have emails and documents to prove this and will provide if needed. Thank you.

  ***** ********

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