Complaints

• Initial Complaint

  11/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I ordered a Maple Snaplock Dance Floor Set from Event Decor Direct on Saturday, June 29th, 2024. The order number is ******. On June 30th, I received an email from Event Decor Direct saying that my order was processing. My credit card was charged on the same day for $2038.13. On July 22nd I went on the website and had a live chat with ******* ****** who assured me that the dance floor was shipped and would arrive in 2-3 days. On July 25th I emailed ********************* ********* ******, and informed her that the wedding was on Aug. 3rd, so I needed the dance floor by Aug. 1st at the latest or I would need to cancel the order. On July 26th ********* emailed me back saying freight pick-up was on Monday and it would take 3-4 days for delivery. She said the freight tracking would be emailed to me. It never was, so I went to the website and got the shipping company information to contact them directly. When I contacted T-Force Freight, they informed me that my freight was waiting at a transfer dock, would be picked up on Friday, and would arrive by Monday. I explained to him that the wedding was on Saturday and I would have to cancel the order. He said that they would hold it at that dock until further instructions from Dance Floor Direct. He told me to contact the company and have them email instructions to ************************* He also gave me a case # ******* to pass along which I promptly did. ********* ****** called me Aug. 2nd to apologize for the fact that we hadnt received the floor, but she didnt go into any details about my refund. I've contacted them 7 times inquiring about my refund at **************. Phone contact dates: Aug. 15 & 28, Sept. 12 & 16, Oct. 14 & 21, and Nov. 11th. I've talked to a girl named ****** twice and Ainslie 5 times. Each time, I was informed that it would be marked "Urgent" and sent right to management. Each time they informed me that I would see my refund within 48 hours. As of today, Nov. 18th, I have not received a refund.

• Initial Complaint

  11/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company does not take events seriously. I have insisted on a refund multiple times for [ORDER #******]. The time *** will take on your claim is not our problem.Please issue a refund or let us know so I can reach out to our bank. You wouldnt want this to count as a dispute.

  Business response

  11/10/2023

  Good Morning,

  Thank you for contacting the BBB regarding your order. I understand the frustration you're experiencing, and I want to assure you that we are actively investigating the claim of non-receipt. Recognizing the challenges posed by **** we, at Event Decor Direct, are committed to resolving this issue promptly.
  The unique circumstances surrounding your order indicate that three packages were initially delivered to your ******* address on October 16th, 2023. However, two of these packages were later picked up in **********, **********, and delivered to an address in ***********. It appears that there might be a case of double usage of the tracking label.
  We are conducting an internal investigation, and *** is also involved in resolving this matter. Once these investigations are complete, we will take the necessary steps to address the situation appropriately. Your patience and understanding during this process are greatly appreciated.
  If a resolution is not reached by Monday, November 13th, I will personally reach out to you to discuss the next steps. Thank you for your continued patience and cooperation.

  Thank-you, 

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

   

  Customer response

  11/13/2023

  No resolution was provided by said deadline of today, November 13th 2023

  Customer response

  11/14/2023

   
  Complaint: 20850829
  
  I am rejecting this response because: No resolution was provided by said deadline of November 13th 2023
  

  Business response

  01/03/2024

  Hello, upon further review here is what has been determined about this shipment

  Three boxes were shipped to ******* **.

  1Z3037690397874010 - delivered 10/16 to **

  1Z3037690396473400 - delivered 10/16 to **

  1Z3037690398657191 - delivered 10/17 to **

  It appears that the labels were tampered with as two boxes 1Z3037690396473400 and 1Z3037690398657191 were then used to ship to an address in *********** **.  They were delivered there on 10/20.

  Unfortunately, because we have a delivery scan/driver release scan on these packages in **, there isn't anything more we can do.  The only suggestion I have would be if you have any sort of video footage of the deliveries on the 16th and 17th of October to the ** address, I can use that to reopen a investigation with UPS.  

  If you do have any video proof, please forward that to *********************************************

   

  Thank-you!

• Initial Complaint

  11/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ok 10/21/2022 I ordered (Order #: ******) centerpieces for my my looming baby shower. The trees I ordered are were not as full as we were anticipating for the event and were actually shedding petals when pulled apart. I reached out to the company and was advised Id be responsible for a 15% restock fee and shipping. The total purchase was $209.00. Upon arriving to the *** store to return the item I was advised the shipping return cost would be $89.99. Which is ridiculously unaffordable. Minus the 15% restock fee $31.49 my return would only be $88.49. That is completely unfair and a major customer blind side. Thats almost giving this company 60% of what I paid for unused items. To ship with **** was way more $104.00. This companies return policies are misleading, unfair to the consumer, and almost unethical. The customer should not be responsible for paying that much for items that they may not be able to use or do not meet the customers expectations. This practice is scandalous.

  Business response

  11/21/2022

  Hello Meagan,

  The product you purchased is professionally photographed and we do our best to picture our products accurately on the site.  This is a very popular product and this is the first time that someone was unsatisfied and reported that the product didn't match our description.  I am sorry to hear that you are not satisfied with the product you received from Event Dcor Direct.  We did receive your email communication about wanting to return them.  You stated in your request for the return that the item wasn't as full as you anticipated and they do not match the dcor.  

  We do not profit at all when you return an item to us.  The costs that we charge for a return are to cover our shipping costs, labor and overhead.  I am sorry that you feel this is deceptive or that we are unfairly profiting from this unfortunate situation - I assure you that is not the case.

  As a gesture of goodwill and one time courtesy, we will waive the restocking fee that is usually required.  You will be responsible for the shipping back to us.

  Please feel free to reach out to me directly at ************ or *********************************************

   

  Thank-you!

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

  Customer response

  11/22/2022

   
  Complaint: 18441799
  
  I am rejecting this response because: I do not have an issue with the 15% restock my issue as outlined in the complaint is the cost to the consumer to get the items back to your company. Per my attached receipt it did not cost the business nearly as much as it will cost me to ship the items back to you. I dont care much if your company makes a profit from the return but as a consumer I take a huge loss for products I was unable to use due to extremely high return shipping cost. The restock fee is only $30-35; however to get the items back to you will cost me $80-$100 thats almost the cost of one and a half trees. Thats ridiculous and its unfair business. I would like a prepaid shipping label to return these items. I dont feel I should have to pay that much to unused return goods to your company.

  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  *************************** of RTE Events and Decor was hired through my search for an event planner via the thumbtack website. A list of possible matches listed her info which here page directed me to contact her via email which I later learned was the reason her page is now suspended. The retainer for her services was paid on 5/15/21 thus ******* had more than a year to prepare for my daughter's sweet 16 on 7/2/22. ******* provided both a PowerPoint and electronic contract listing what could be provided and other than tweaking colors all requested services were ironed out. On the afternoon ******* arrived and began to setup I stepped out momentarily to get dressed and started to receive text messages from my family members onsite who were questioning ******* on the plate settings and centerpieces that were missing as guests started to arrived. Her responses did make sense so naturally I called her and she did not answer. I instead received a text message stating that the vendor with the table settings was running behind but she was still in the area to finish setup as soon as he arrived. Needless to say, ******* was never seen or heard from afterward, the embarrassment I faced was on a level I never could imagine. The missing welcome table thus no masks for the masquerade theme that was to be provided, the step and repeat for my daughter's area, the tables that featured gold chargers with nothing else, and the last-minute hustle to get cutlery, plates, and cups. Thus, what should have been a memorable moment was destroyed. I contacted ******* regarding a refund for all items not received and have never heard from her since her last text on 7/2/22. I hope that my complaint will prevent others from being in my situation as I see that her website has been recently revamped https://www.rteevents.com/https://www.thumbtack.com/**/**********/balloon-decorators/rte-events-decor/service/407168999256596486

  Business response

  08/29/2022

  Hi there! 

  I am sorry to hear that you had a terrible time with your event planner.  We at Event Decor Direct are not responsible for the actions of others and their business practices.  I am not sure how this falls onto Event Decor Direct as we are not affiliated with *************************** of RTE Events and Decor.  

  Again, I am sorry to hear that you had an issue with your event planner, but that in no way reflects any involvement with Event Decor Direct.

   

  Thank-you,

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

  Executive Manager

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

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩