Complaint / review text:
We had a terrible experience working with Big City Bride and Susan Cordogan on our wedding. Several weeks have passed since we spoke to Susan Cordogan of Big City Bride, the owner about our services, and she has offered nothing but excuses, I am moving on to sharing my thoughts. I expected that someone, either her or my wedding planner, Kayla, would have reached out to me with an apology since she supposedly called the owner at 2am crying about how upset she was with how the night went. I was a little shocked that I had no email upon returning from the honeymoon, but suddenly after the owner was contacted, she decided to "apologize", if you can call it that. It was more of finger pointing and excuses than an apology.
The night began to turn first when after the ceremony the wedding party trolley left the wedding party at the church. There were 2 designated trolleys and the guest trolley was instructed to make 2 trips to the venue if necessary, so that the wedding party wasn't waiting to be picked up after pictures. That didn't happen. The 3 Big City Bride team members were inside, and no one stayed to make sure that one of the 2 trolleys didn't leave. With that many Big City Bride team members, I don't know how one person wasn't out there to stop them. There were too many people there waiting for the guest trolley, but Big City Bride job was to ensure they did what was on their schedule. They could have made two trips, on the trolley reserved for guests. The trolley for the bridal party SHOULD NEVER have left that parking lot, and with 3 Big City Bride staff there, someone should have made that clear to the driver.
Next, my bustle broke. While the bustle breaking is not Kayla's fault, however if she had the video I sent showing the bustling available, maybe it would have been done correctly and not broken in the first place. But she let her phone die, and could not watch the bustle instruction. In addition, if she could have seen the video the repair could have been made to look less obvious. It was only one bustle point that broke and it should have been pinned at ONLY that point. Not sure what she or her assistants were thinking after looking at what they did. I was better prepared than Kayla, if she had come to me, I had a sewing kit with multiple size safety pins. In addition to the bustle breaking, she did not have safety pins as outlined in the contract. They were left in her car and she blamed that on my family "because of the tension after the trolley mishap". She forgot them. Plain and simple, and that is her fault, no one else's. She came to me with straight pins, and put straight pins all over the back of the dress. I had to tell her to remove them (they would never have held the dress anyway) and to go find safety pins. Once they located safety pins, they did a horrific job pinning the dress. We requested that a family friend, a wedding planner, pin the dress, but the girls would not back off. They pinned it, with pins extremely visible all the way across my dress (when it was only ONE broken bustle point). The pins should have been placed underneath the fabric, how my friend suggested to them that they ignored, not on top, AND on top of putting safety pins on the outside of the dress, they hiked it SO high that the seam of the hem was halfway up my calf, thus the lining was showing. Please note in our photography contract that excessive editing is approximately 150.00 per hour. Removing safety pins and the hem halfway up my legs in hundreds of photos is in fact excessive editing.
The timeline was another issue. While Kayla was incredibly prompt and helpful via emails, the timeline was sent MULTIPLE times with incorrect information. Other names and venues, etc. It was very carelessly done even for a rough draft. It was also not done in a timely manner. We had vendors emailing and asking for it, and it had not been done. I essentially did the timeline myself, with Kayla's help via answering questions in emails.
The1thing that Kayla truly did that was helpful, was packing up after the wedding. We brought everything to the venue on Friday, and she was supposed to meet us there, but never showed up. She was late because of traffic and we had to go to get ready for the rehearsal. We couldn't wait for her. The Big City Bride team set up at the venue on Saturday, but we could have done that ourselves for the grand that we spent on wedding planning, since the wedding wasn't until 7pm.
Overall, we are extremely disappointed with the service provided AND the lack of follow up when a poor job is done. We referred friends to Big City Bride in the beginning because our experience was so positive, but the wedding day was a disaster and the staff should take more care in doing their jobs on the biggest day of someone's life, and take responsibility when they do a less than stellar job. In Big City Bride case, their follow up has been finger pointing and excuses, blaming everyone around them for the services they were supposed to provide.