Wedding decorations - not received / poor quality

MrsKett

Hello,

I recently got married, and there was a number of issues relating to the company who did my venue decorations. I have contacted them with a list of errors, and requested a full refund for the items I did not receive, and partial refund on those that we did receive but were incorrect and damaged. I asked for a response within 48 hours, and advised that I would seek legal action if I had not heard anything. I sent this on Saturday, and haven't heard anything - was thinking I will give them to the end of the week just in case, but for then, I would like to know what my options are.

The errors, for your information, were:

1) We ordered 63 chair covers and sashes, on the day we only received 55.
2) Of the chair covers we did receive, over 50% of them were visibly dirty (large brown marks!), and we did not have the time nor facilities to have these laundered.
3) We ordered table runners for each of our guest tables (7), none of these were received.
4) We ordered swags for our top table, none of these were received.
5) The centerppeices we received were not at all like what we ordered (we ordered trees with flowers around the base, and received vases with twigs in).
6) 3 of the vases we received were chipped.
7) The vases came with black light bases which lit the vase with blue LED's, however one of these did not work which meant we were unable to use any of these and had to provide our own bases (at 10pm the night before the wedding! :mad:).
8) The company was supposed to deliver table runners for the day before the wedding, and come on the morning of the wedding to set up the remainder of the items, I had arranged for my mum to be available on the morning of to show them where and how things were supposed to be set up. Actually they attended the day before without informing us, with only half the items as mentioned above, and we were therefore unable to discuss the issues with them at the time.
9) The company was supposed to collect the item on the evening of the wedding, but actually came 2 days later, when I was on my honeymoon, meaning the hotel had to remove and store all of there items when they had another wedding the next day.

The company, just as a warning to anyone else thinking of using them was Swags and Sashes of Essex (they seem nice and friendly enough, but I think that they make very little money and therefore take very little care when it comes to non local orders).

Any clues on what I do next with regard to starting legal proceedings. I have wedding insurance (with E&L), but I wasn't sure if this is something I should do through insurance, or just by taking the company themselves to small claims.

tronski

I just wanted to say that this isn't the first bad review I've seen about Swags and Sashes. There was a long thread about them over on the forums on You and Your Wedding. I'd post a link but the website has had an overhaul recently and it is impossible to search the forum.

Maybe give E&L a call and see what they say?

Equaliser123

I can't see your insurers being interested in this.

I would, however, take it further with the supplier. If proceedings are necessary, I would also claim for the disappointment suffered as a consequence of them failing to provide satisfactory items.

MrsKett

Thank you both. I've had a look through my terms and conditions for my insurance, and it seems that they would compensate if I had had to buy replacement items, and they may refund for the stuff not received, but because the bulk of the issue related to quality of both item and service, insurance seems to be a no starter really.

So, how do I go about taking it further with the supplier (who i've still not heard from :wall:). I've never had to dispute anything before really, so any help on what I need to do next would be greatly appreciated?


:beer:

Equaliser123

I think ultimately you will have to decide whether you want to now sue them. What sort of value was the order?

MrsKett

The total refund I requested was £215 i think (though don't have my letter to them to hand to check).

I definately want that money back, even if just out of principal, as we paid for goods we did not receive.

I was thinking along the lines of ombudsman then small claims court.

If I go to ombudsman, I read that I need to request a "letter of deadlock", which I will do this week, but I can't work out who this ombudsman person is?! I can only find ones who deal with financial sector - banks etc.

Is there a different one depending on the type of complaint? am I as well just going straight to small claims court action? (I read that you should try all other means possible first, and at present I have only sent 1 email requesting refund).

4743hudsonj

MrsKett wrote: »

The total refund I requested was £215 i think (though don't have my letter to them to hand to check).

I definately want that money back, even if just out of principal, as we paid for goods we did not receive.

I was thinking along the lines of ombudsman then small claims court.

If I go to ombudsman, I read that I need to request a "letter of deadlock", which I will do this week, but I can't work out who this ombudsman person is?! I can only find ones who deal with financial sector - banks etc.

Is there a different one depending on the type of complaint? am I as well just going straight to small claims court action? (I read that you should try all other means possible first, and at present I have only sent 1 email requesting refund).

ombudsman are bodies that regulate and monitor other specific sectors, there are very finite number of them and none that im aware of will apply to your situation. You will be better off talking to trading standards and sending a letter before action outlining you claim one last time, and your intent to issue proceeding if they do not resolves it by the deadline given. This will show you have given them enough time (7 day sounds good) to respond and means all things go your way in court.

You can get more info from consumer direct who will also give you template letters. They are the public liaising face of trading standards and are a good resource. Just dont think of them as free legal advice though as at the end of the day they arnt legal professionals! just a word of warning.

MrsKett

4743hudsonj wrote: »

ombudsman are bodies that regulate and monitor other specific sectors, there are very finite number of them and none that im aware of will apply to your situation. You will be better off talking to trading standards and sending a letter before action outlining you claim one last time, and your intent to issue proceeding if they do not resolves it by the deadline given. This will show you have given them enough time (7 day sounds good) to respond and means all things go your way in court.

You can get more info from consumer direct who will also give you template letters. They are the public liaising face of trading standards and are a good resource. Just dont think of them as free legal advice though as at the end of the day they arnt legal professionals! just a word of warning.

Ah, thanks very much, that's exactly what I need, and template letters are a god send. I'm all over it now, thanks everyone for help and comments.