Complaints

• Initial Complaint

  25/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The transaction occurred on Oct 12th I paid $***** for the service to cater for 50 birthday guests Disruption to my birthday event and the underwhelming poor food and service provided The complaint has been forwarded to the company but it was not properly addressed The complaint does not involve advertising

  Business response

  26/11/2024

  Dear Tayo,
  
  Thank you for taking the time to provide your feedback regarding your recent experience with Good Buds Catering. We truly appreciate your concerns and the opportunity to address them.
  
  At Good Buds Catering, we are committed to delivering outstanding service and quality food at every event. We’d like to clarify several key aspects related to your event:
  
  -Food Quality and Preparation
  We prepared the food for your event with the utmost care, just as we do for all occasions. Our dedication to using high-quality ingredients remains firm. For instance, our macaroni and cheese was made with real butter, cream, and cheese, while our wet jerk sauce featured locally sourced chicken, fresh herbs, and spices. We noticed many guests returning for seconds, including your son, which suggests that the food was well-received. When we checked in with him, he confirmed that everything was satisfactory.
  
  The breadcrumbs you referred to were a homemade gremolata, specifically requested during our planning discussions. We also clarified that our macaroni and cheese is not baked, as this helps maintain its creamy texture.
  
  To keep our salads fresh and flavorful, we typically do not pre-dress them. Instead, we offered two dressing options: Ranch and a housemade grape vinaigrette made from locally sourced Manitoba grapes. This approach allows guests to choose according to their preferences.
  
  For the focaccia bread, we provided butter options to further customize their dining experience.
  
  Regarding your dessert bar, we offered a selection of cupcakes, cream puffs, and cheesecakes; however, pies were not included. It's important to note that we crafted the dessert offerings based on the quantities you specified, rather than the total guest count.
  
  -Appetizer Timing and Guest Arrival
  During our initial discussions, you opted for an appetizer station instead of passed appetizers. This format encourages guests to help themselves while mingling. Our team was present to set it up and ensure it was replenished throughout the service. However, many guests arrived late, well after the appetizer period had begun.
  
  We discussed service timelines several times beforehand, allowing for adjustments before your event. Our understanding was that the event would follow the structured schedule we agreed upon.
  
  -Dinner Timing
  When our team was approached to delay dinner service, we agreed to a 15-minute postponement due to late arrivals. However, when additional delays were requested, we had to consider the quality of the food that was already prepared. Further delays could have compromised the overall dining experience. All guests were served through the buffet, and we announced second servings for those interested.
  
  -Staff Availability
  Our bartenders and servers remained dedicated until 11 PM, providing attentive service throughout the evening. Even after the DJ concluded at 9:30 PM, our team ensured guests had everything they needed, working diligently to maintain a positive atmosphere.
  
  -Equipment Removal
  We adhere to strict protocols for equipment removal to ensure safety and cleanliness. While we aim to do this discreetly, the bulkiness of our equipment requires a prompt departure at the end of the event, which is essential for food safety.
  
  -Guest Feedback
  We conduct assessments during events to gauge guest satisfaction. We are pleased to report that we did not receive any complaints from the guests we interacted with.
  
  In closing, we want to express our disappointment regarding comments about potentially harming our family-owned business's reputation. The well-being of our staff and the quality of our service are paramount to us. We stand firmly behind our team, who work diligently to ensure the success of every event we cater.
  
  Thank you for your understanding. We hope this response thoroughly addresses your concerns. We are committed to continuous improvement and value your feedback as we move forward.
  
  Best regards,
  Good Buds Catering Management

  Customer response

  07/12/2024

   
  Complaint: ********
  
  I am rejecting this response ******* *** ***** **** **** **** ** *****. I had been watching them pack away the food and there was more food in the waste bin than what my guests actually ate. Furthermore, the wait staff and kitchen crew were very unpleasant, they had my party disrupted which is something that I find highly unacceptable, disrespectful and unprofessional. For these reasons, in addition to others, I fervently believe that I should be refunded the gratuity I paid to them prior to the beginning of the event, because if I had known how they would have behaved , they would not have received a dime from me or hire them to cater for my party in the first place.

  Sincerely,
  
  Omotayo *********

  Business response

  18/12/2024

  **** ****** ******** *******
  Thank you for bringing Tayo’s complaint to our attention. We value all feedback, and I’d like to address the concerns raised.
  
  1. *Food Packing*: The food was packed up as per Tayo’s request so that she could save it for the next day’s Thanksgiving dinner. We ensured that the food was properly stored and handled for her convenience.
  
  2. *“Disruption” During Event*: The disruption mentioned was our staff clearing away equipment and bussing tables, which is a standard part of our service. This coincided with the DJ packing up his equipment as well. While we strive to minimize our presence during events, we recommend hiring a professional event planner to manage logistics such as equipment load-in and load-out. We are at the mercy of the venue and other vendors during this process. We can, however, suggest trusted event planners we’ve worked with in the past for future events.
  
  3. *Company Selection*: At our in-person meeting, it was clearly mentioned that your daughter recommended our company after having tried our food at another event. We did not elude you into choosing us, and we believe there may have been some confusion on that point.
  
  4. *Staff Behavior*: Our staff takes great pride in their friendly and helpful demeanor. It’s difficult to believe that any of our team members would have been disrespectful. Throughout the evening, our staff approached Tayo multiple times to ensure everything was satisfactory, and each time the response was “very good.” We work hard to ensure our clients are happy, and this feedback indicates the opposite of what was described.
  
  5. *Refund Request*: After reviewing the situation, we see no grounds for a refund. Our team arrived on time (despite your late arrival), worked the agreed-upon hours, and provided the services you requested. We were attentive to your guests, set up the appetizer station and buffet line, cleared dishes and refuse, and ensured that all food was served hot and safely. 
  
  We hope this clears up any misunderstandings. We take pride in our service, and it is always our goal to exceed client expectations. If there are any other concerns, please don’t hesitate to reach out.
  
  Best regards,  
  GBC Management

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