Complaints

• Initial Complaint

  10/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My fianc and I were going to get married on October 28th, 2018. But we had a death to an immediate family member and could not do the wedding anymore. We tried getting a refund and offered to provide death certificate and everything. The people and the site could not help with much but partial credit. The times are difficult and we couldnt afford to lose all the money for no service.

  

  Business response

  10/24/2023

  On May 26, 2023 the customer had signed a terms & agreement with Simply Eloped in order to work with the company for their elopement ceremony in Lake Tahoe, ** on October 28, 2023. On October 18, 2023 the customer made ********************** aware of the passing of a grandfather and the inability to get to Lake Tahoe for the 28th. Simply Eloped alerted the vendor team on the ceremony and told the customer that they would begin work on getting a refund from the venue booked if able. The venue made Simply Eloped aware that a refund is only possible if they can rebook the date, which was relayed to the customer. Upon further conversation the couple was made aware that all funds paid toward their Lake Tahoe ceremony could be put toward a ceremony anywhere else Simply Eloped has to offer. 
  At the time of this review a refund was never asked for therefore never denied. Simply Eloped has explained to the customer that we can postpone their ceremony indefinitely (no new date needed at this time) and once they are ready to plan again all the funds paid can be honored and moved to a new ceremony date. This has since been rejected by the customer. 
  ********************** states in the terms & agreement that the customer signed on May 26, 2023 "You can cancel Your Ceremony by providing notice to Us. If You cancel, all Costs You have paid will be retained by Us. If You have not paid the Total Cost, You agree to pay the Remainder and authorize Us to charge the Remainder (less any travel charges) to Your Payment Method. After We receive Your notice of cancellation, We will cancel all arrangements We have made for Your Ceremony."
  Simply Eloped has offered all feasible alternative plans able as this venue and vendor team has been locked in for 5 months. We appreciate all feedback however need to honor the terms & agreement that were signed and agreed upon by the customer and **********************. 

  Customer response

  10/24/2023

   
  Complaint: 20763413
  
  I am rejecting this response because:
  They only want to offer $500 if I remove my complaint. We are not canceling because we do not intend to get married, there was an unforeseen circumstance in our family and that it more important. We are trying to help with funeral expenses and they do not understand. Theyve also previous offered a refund IF someone else gets married at the venue we chose on the same date which is high unlikely since its less than a week now.
  Sincerely,
  
  *******************************

• Initial Complaint

  06/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On May 25, 2023, I used SimplyEloped (SE) for officiant and photo services.Before hand,I spoke to someone on time frames.I originally told the assistant to have the photographer come at 7:30, because I wanted more still shot pictures versus candid shots.The assistant suggested the photographer comes at 6:30 instead, to take pictures of me getting dressed and of the service;I agreed.The photographer came in,took a couple pics and asked that we call her in when Im in the process of putting on the dress.I requested her services around 7pm and was told she was gone.In disbelief,I requested for her at 7:10 and was told again that she had already left.I received a call/voicemail from the assistant suggesting she had to leave and could not stay. I do not have any pictures of my elopement at all. After my honeymoon, I reached out to SE to speak about issues surrounding the reason why the photographer left.I was told she had an event after and could not stay (even though she did not stay the entire time).The photographer told SE she left at 7:45, she stated she could not find us (false), she stated we were not there(false) and she needed to leave. I was lost and confused! Due to not having my phone that day, I was confused on the times. I spoke with the makeup artist/videographer that was there (neither do I know personally) and my friends. So I put a timeline together to get a better ideal *My friend stated that the photographer stated she had to leave at 7 (we paid for an hour)*I requested her at 7/7:10 and she had already left *The videographer have time stamps on his video and at 7:15 when he started setting up and recording for the ceremony, she was not there *the ceremony ended at 7:40 So she left and SE is telling me "per the contract she is not required to stay longer than 30 minutes if the services have not started" My start time was always the same. ALWAYS.I was charged $1k for 1 hr service I did not receive. Her coming before the service was suggested by SE.

  

  Business response

  08/08/2023

  On May 25, 2023 the above ceremony was to begin at 6:30pm as were the services provided by Simply Eloped. The couple purchased our package which includes an officiant and 1 hour of photography which begins at the scheduled ceremony start time. We state in our terms and agreements that couples sign prior to any work beginning on their ceremony that our team is able to leave after 30 minutes if the ceremony has yet to start by delay of the couple. At 7pm Simply Eloped home office was notified that the ceremony had yet to start. Our photographer had stated she needed to leave at her scheduled time of 7:30pm. Simply Eloped tried to contact the bride directly and notify her of this but was unable to connect with the bride. Our team stayed as long as they could and as long as they were contracted to per the signed terms and agreement that the couple reviewed and signed on January 16, 2023. After a few discussions between Simply Eloped and the bride it seemed that timelines were getting changed to put it all on the photographer but we have confirmed with various parties that our photographer stayed until 7:45pm which was even past her contracted time.
  We have turned over the photos that the photographer did take on the ceremony day but due to the couple not being ready there are no photos of the ceremony. Our team did everything they could on May 25, 2023 and after - the bank has since notified us that they have issued a refund to the couple due to the dispute the bride filed with them.

  Customer response

  08/15/2023

   
  Complaint: 20210184
  
  I am rejecting this response because:
  I have disputed the charge on my credit card, but they are rejecting the dispute. The contract stated if I was not in my destinated area, or arrived, they can leave. When I spoke to Simply Eloped before my elopement, they suggested she come before the ceremony started, to take pictures of me getting ready. After the ceremony I had to beg for my pictures (which are none of my husband or son). It took over 3 weeks to be completed. The contract stated the pictures would be done within 7 business days. It took over ***** business days. I was told by my videographer and friends at the event she appeared very anxious and adamant she had to leave by 7, Because she had prior engagement. When someone from simply eloped called, I did not pickup because I was in the process of getting ready and did not have my phone. The photographer theory of not been able to find me is incorrect. We were in a garden, with one building. The same building she came in to take my pictures. It was less than 15 feet away. She appeared frustrated when she arrived. I took it as because she was not aware of traffic and because she was late. I also feel she was adamant about leaving earlier than the required time, because traffic in that area is very congested and she as she stated "had a prior event". I spoke to the supervisor at simply eloped and also to the **** The *** response was very surprising, which I would love to provide if needed. I also have statements from my videographer (which I met the day of my elopement) that have provided a timeline, as well.

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

  

  Business response

  08/28/2023

  The customer was successful in receiving their chargeback from the credit card company, despite much of their timelines being incorrect. Nevertheless, as the customer has now been refunded we have no further actions here.

  Customer response

  09/03/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Even though, the sarcasm as if 5 people would lie on one person is beyond me. Thanks for resolving the issue.
  
  Sincerely,
  
  *************************

• Initial Complaint

  12/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The vendor they assigned me as an officiant failed to sign and submit the correct paperwork to the government office. My husband and I are not legally considered married. They would not correct the situation and when I seeked assistance from Simply Eloped they suggested that I remarry at the courts in our home state. This is after paying for all services and vendors with this company.

  

  Business response

  12/07/2022

  Hi *****, 

   

  My name is ******* and I'm the *** Of Simply Eloped. Thank you so much for submitting this and bringing to my attention. I've been in conversation with my Head of Customer Experience, *****, this week on this matter and we are going to work tirelessly until we solve it. There's no reason you should be paying for a second ceremony and I will work with ***** to ensure not only do we get a resolution to your marriage license matter but that we work to make things right with you and your partner as well. We will be in touch. 

   

  Janessa

  Simply Eloped

*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. ↩