Complaints

• Initial Complaint

  04/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  -Date of transaction: 12/1/21 -Amount of money paid to the business: $6,000 -The business was to be the venue and caterer for our wedding on 9/3/22.-The nature of this dispute is that we were invited to the food tasting on 1/30/22, and we were very disappointed with a) the quality of the food, b) the execution of the event, and c) the lack of professionalism in our interactions with the venue---we decided that this was not where we could have our wedding, we could not have family flying in from overseas for this, and we therefore canceled the contract on 2/18/22---more than 6 months before the event date. We also did not realize how little was included in the price per person because the focus on selling the venue was more on the VARIETY of foods that COULD be made, not what was actually included in the package that we were paying for---a classic "bait and switch" scenario. Once we realized that at $213/per person, our contract included was only 1 cocktail station during cocktail hour, and only 1 dessert station for dessert--we really felt a bit deceived. What wedding in NJ ever has one cocktail station at cocktail hour? What wedding in NJ only has one dessert station? In order to make this event look regular (not excessive, but regular), we would have to supplement by paying per person per each additional station---which once we calculated the cost, would be about $300/per person! Not for the quality we experienced at the food tasting, and not with a company that couldn't spell the bride's email correct on multiple occasions, therefore I wasn't receiving their communications. This level of service is not what I would expect from a venue hosting my wedding, and most definitely not when we are forecasted to spend a minimum of $46,275 with the most basic of options. When we contacted them about having our questions answered, it took 4 business days to secure an appointment, which wasn't even confirmed until the day of the meeting.-Attached is the contract.

  Business response

  05/06/2022

  We are sorry to hear the complainants changed their minds about holding their wedding at ****************.  **************** is a farm to table venue with 99 events booked for 2022.  All couples are given a packet of sample menus with pricing when they tour the venue.   It is puzzling that, even though this couple was given this information, they say they felt deceived by the amount of food included within the price point they stated.   Couples also attend a tasting. There were no other complaints about the quality or quantity of food or the service at the tasting they attended.    Occasionally, a farm to table venue is not a good fit for a couple when they have expectations of a country club style wedding.  It appears that the complainants came to that conclusion and cancelled their farm to table wedding.  We would like to point out that the contract provides for a refund of all but $3000 if the date rebooks.  We will contact them immediately if the date rebooks.
  

  Customer response

  05/19/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  We were left with no choice but to cancel the contract due to realizing we no longer trusted the venue to host our special day.  For a day---where we would be spending over $50k on a once-in-a-lifetime event--- we no longer felt comfortable with what we had experienced and witnessed up until that point with JAM Catering.  Between the caliber and execution of the food tasting in January, the lack of communication by misspelling my email address (the bride), the lack of response during business hours throughout the week to answer our questions and concerns, never getting a response about the ambassador program---it was all these disappointments accumulated that led to our decision that this venue cannot be the place where we have our wedding take place.  Both **** and I have worked in the service industries 36 years combined, and we know what its like to offer a high-end experience to our clientele. We have a level of pride and expectation in the line of work we do, individually, and to experience what we did with the Waterloo team was honestly not something we felt comfortable moving forward with once we had a better understanding of their business and witnessed how they operate.  I'm glad they have 99 other couples getting married with them this year----however that doesn't discredit the experience we had with them, and I'm grateful we had our realization sooner than later, before even more income was put on the line. 
  
  Now there was mention that perhaps our expectations are not for a farm to table wedding but more for a country club wedding.  As a couple, we love farm to table style dining because it is a lifestyle for us.  I've been growing produce aeroponically since 2014, composting organic food waste, and am all about the farm to table concept because I love sustainable agriculture---which is why JAM Catering sparked an interest when we first visited.  We thought it was cool that they were offering this style of catering.  However, what we experienced at the food tasting was nothing like any of the other farm to table experiences we've had in our past, which is why it was disappointing and questionable. 
  
  it was a surprise to come to the realization that at a quote of $213/person, only one cocktail station was included for our cocktail hour, and only one dessert station for dessert time.  This is New Jersey, and nobody has only one station in their cocktail hour or for their dessert.  We would have to pay (per person) for any additional stations added just to make the event look normal.  This would ultimately put us at about $300/person, which with all due respect, the quality of the food and service we experienced the night of our food tasting didnt equate to what we would expect to receive on our wedding day, especially with guests coming from overseas, and at such a steep quote of $300/person!  We were honestly shocked.  It didnt feel right.  I wish this was something that was emphasized at our initial meeting, because instead we were given a packet of the entire menu that JAM Caterers is capable of creating in their kitchen, (almost like their own personal recipe tome), but less emphasis on what exactly to expect of whats included per each section of the event.
  
  It took three separate touchpoints to discover the actual cost of the event we would be paying for, and that turned out to be much higher than what we had originally thought we had signed up for.  We wish that was better explained to us from the very beginning, rather than something we had to ask for in a separate conference call to better understand what it would take to fulfill the basic requirement of a wedding.  Thank you for your time.
  
  Regards,
  
  *********************************

  Business response

  05/31/2022

  The complainants cancelled their contract with **************** and Jeffrey Miller Catering after coming to the conclusion that the food and service was not a good fit for them based on their expectations.  There are 99 other couples booked at Waterloo for 2022 for whom it is a good fit.
  
  The contract provides for a refund of all but $3000 if the date rebooks.  We will contact this couple immediately if the date rebooks.

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