My fiance and I reserved our wedding date at the Waterford at Springfield to have our reception. The place is gorgeous, everyone was extremely nice and friendly and we were very impressed. We reserved our date more than a year before our date - probably about 15 to 16 months before. Everything was great.
Some months went by and we had an unforeseen circumstance - the death of a parent, that forced us to change our wedding date. We provided the Waterford with these details and the notice that we gave them was still a good 9 months before our wedding was to take place, however, they stuck to the "no refunds" rule although we did not request a refund - we only requested that our deposit be moved to our new date. Our contract did not say that the deposit was non-transferrable - only that it was non-refundable and their excuse was that they suffered damages because they had to turn down people who wanted to book that day because we already had it booked. Well guess what? Within a couple of days of us moving our date, the spot was already taken so in essence, they did not suffer ANY damages, but we were still made to forfeit the $1200. I went back and forth with everyone there - well, all of the folks that were there when I initially made my reservation are no longer employed there so there is a whole new crew of folks who could care less about what I have to say or the points that I am trying to make.
I asked to speak with the CEO several times and was told that he was not available to speak with me. I showed up one day and he just HAPPENED to be in the office so I asked one of the other employees if I could speak with him in regards to my issues since I was not getting anywhere with anyone else and he refused to speak to me. Even if he would have come out of his office and said "We will not budge on our policy" I would have felt a little better but the fact that he was sitting not even two feet from us and refused to speak to us pissed me off!
I am not trying to reveal too much information because we are still having our reception there (it was TOO late and I did not have the energy to attempt to find another venue) and I do not want to have to deal with backlash from them but I have told everyone that I know not to deal with them because they could care less about customer service. I just pray that I do not encounter any drama with them on my wedding day.
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