Complaints

• Initial Complaint

  01/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We reached out to Just Ask Catering to catering our wedding. From the beginning the communication was off putting but we didnt think anything of it. Stacey is the business owner and she told us to call her at 6:30 one evening to discuss menu and pricing. She didnt answer the phone at 6:30 and proceeded to text us 15 minutes later and said she was unable to come to the phone and to call her back in 5 minutes. We eventually got ahold of her and booked her for our wedding that is on July 27, 2024. On 8/2/23 we made a 600 dollar deposit to book. She informed us that when we did our taste testing she would have a contract for us that we could sign. The deposit was non-refundable unless we “hated her food.” We scheduled another phone call consultation to discuss the menu at our wedding. She was to call us at 9am on 9/17/23 to which she didn’t. She said there was a lapse in communication and that she could book us for a taste test the following weekend on 9/24/23. On 9/24/23, the morning of our tasting she emailed us saying she had to cancel because of a water leak. We rescheduled for 10/22/23 at 3pm. She informed us on 10/11 that our first payment was due, 864.00. She did not respond to any texts/calls the week leading up to this date and then after 10/22 passed she texted that she canceled this appointment due to a medical emergency. We rescheduled for a 3rd time on 10/31/23 for 11/30/23 at 6 o’clock. She cancelled this appointment for a 4th time due to another “emergency.” She said for she needed to reschedule for the week of 12/11/23, to which we said okay but expressed our concern that she kept cancelling and that we couldn’t continue like this due to the wedding getting closer. She did not respond to us again until 1/3/24. I called her at 11:17 am to which she didn’t answer but then sent us an email 5 minutes later saying about call anytime. We have now asked for a refund. I can provide more details if needed via phone

  Business response

  01/19/2024

  In response to this complaint.  It was explained to **** and ****** that the deposit was non refundable, as are the payments made if they cancel.  
  

  We had a water pipes burst and this caused us to have to close down the location for several months with repairs.  This was explained.  Also, I had Covid and also additional medical emergency. 
  

  The attempt was made to reschedule the tastings on multiple levels and even an offer to deliver to their residence.  If the clients were not comfortable with the services or were thinking of canceling the first payment should not have been made.
  

  Our contract can be found on our website and alit also states a non refundable clause.
  

  Unfortunately, we only accept 1 event per day and their date which was August  24,2024 has been off the calendar for sometime, which did not allow for us to book any other business.  
  

  With removing the clients date that cost us the entire cost of their reception dinner which was roughly $4000 in addition to any other clients that may have exceeded that amount.

  With this cancellation we have lost a significant amount of business and it will prove to be difficult to rebook this date.

  Communication action may not have been to their liking but it was communicated and efforts made to reschedule based on circumstances out of our control.

  Customer response

  01/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  The statements the business owner claims are not the full truth, as provided in context above. All email, text, call communication is above with the unsigned contract and paid invoices. 

  The business owner continually used incorrect spelling of the brides name and in the dispute she does not state our correct wedding date which further emphasizes our reasoning for the complaint

  
  *** ****** ** ** ******** **** ****** ** * ****** ** ***** **** ** **** **** **** ** *** ********
  Regards,
  

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

  
  

  Business response

  01/19/2024

  Here are my issues:  

  1.  The contract that is submitted by the claimant has been altered to indicated in Red not to be signed until initial tasting -- this was never documented on any contract by myself, Owner

  2.  There were many back and fourths of the dates for rescheduling and scheduling -- both parties had restrictions

  3.  As indicated on the Invoice -- which was accepted by the client that the deposit was not refundable until they did not like the food - no other reason.   The invoice was provided AFTER the phone conversation and texting.   

  4.  Catering company did try to reschedule all events -- it was the client that decided to end the contract. Resulting in the loss of business for catering business.

  5.  Client did not wish to continue further communications with catering company and instead escalated to BBB -- no payment to be refunded. 

*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. ↩