I used rain or shine for my wedding on September 8th, 2012. We met with Ember in March to talk about everything we would need. We told him we would be expecting 110 guests. As we were going through his book of rentals that he had to offer, we told him we were doing a natural theme, since my husband and I do a lot of backpacking. He said he had just the chairs for us and referred us to a beautiful natural wood looking chair that did not fold and had a cushion on it. We thought that would fit great with our theme and would be very comfortable for our guests. He then told us that was great and he would add that specific chair to our invoice.
The Friday before our wedding we had our rehearsal at the location that the wedding was being held, and Rain or Shine had already been there to set up the tent and drop off the table and chairs. To my surprise the chairs Ember had pointed out to us in his brochure were not the chairs that were delivered. Instead the chairs delivered were these terrible folding chairs, that were so worn and beat up it was embarrassing.
I promptly made a phone call to Rain or Shine so we could have this issue corrected. I left them a message since it was after 5PM and I was sure they were not in the office any longer, I explained the problem and we went on with our evening.
The morning of the wedding it was around 10:00AM and we still hadn’t gotten a call from Ember or any of his staff about this issue. I was in the middle of my hair appointment so my Maid of Honor gave Ember a call on their emergency line since no one was answering the office phone. My Maid of Honor got Ember on the phone and explained the issue to him. He then became very rude and said I should have looked over my invoice more carefully, and that if I wanted that specific chair that it would be another $5.00 per chair. Please keep in mind we had already paid $2.00 per chair, and I found out later on from another one of the brides that we were working with at my location of employment that the chairs were only $3.50 a piece to rent.
I work in customer service and I work with brides and rentals. The way the Ember handled this situation was completely out of line. For one, he could have been nicer about it, and tried to find a more civil way of correcting the issue instead of blaming it on me right off the bat. I suppose it is my fault because I trusted Ember to put the correct chair on my invoice like he said he would. Perhaps he should start taking notes instead of relying on his memory when taking down orders. I had looked over my invoice many times and the chair we had said “natural oak” so I figured that was correct because we had ordered a natural wood chair.
I opted not to get the other chairs because I was not about to pay him another $560.00 the day of my wedding because of a mistake he had made. Thankfully our center pieces on the tables were beautiful enough to draw the eye away from these chairs that looked like they had been borrowed from a community center. He did nothing to reimburse us for the condition that the chairs were in and did nothing at all to make us happy.
I can tell you this, I will not be recommending any of my brides to Rain or Shine any longer. I would be so embarrassed if they received service like this from a vendor that I had recommended them.
I have pictures of the chairs if anyone is interested in seeing the quality of their rental products, please send me an e-mail.
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