Caterer not supplying all food/services paid for at function

flightinfo

Hi, I had this posted in a different section (Weddings and Anniversaries) but was advised to move it here. Apologies for the long post.

We had a function a few weeks ago and unfortunately the caterer did not supply everything that was in the contract or give the service that we thought they should have - I had to go to the kitchen to chase a few things up which as the 'hostess' I did not want to do. The guests would not have been aware of most of the things we are claiming for as these were not listed on the menu but were included in the price we paid.

I have been in correspondence with them but they are denying that anything impacted on the function and that the errors were 'minor'. Just as an example, they did not serve coffee/tea or chocolates - both of which were on the menu and had been paid for. (The chocolates were given to me after the function - they said they had been moved by a third party - which was obviously no use to me or my guests.)

I have spoken to Consumer Direct and they have said I would need to go the the small claims court and claim under 'consequential loss'. The problem we have is knowing how much to claim as we paid an inclusive price per head.

For the claim, we need to list what we are claiming for each item/lack of service. Initially I was asking for help in a breakdown of prices as we were quoted an inclusive price per head. We need to work out how much to allocate for those items/service we didn't receive. Having received some helpful replies on the Wedding and Anniveraries thread, I have looked at local restaurants and have worked out some prices from these.

The items we are claiming for are:
(all these items were 'included in the price per head' although the caterer has replied to correspondence stating we did not pay for them):

Belgian chocolates
Coffee/Tea
Failure to replenish still water (only 1 bottle per table over 4.5 hour period)
Failure to supply vegetables for the children
Failure to supply ice cream soda bar for children
Failure to supply drinks fountain for children in Reception prior to Dinner

We also feel we are entitled to some compensation for sub-standard service:
Loss of 1 hour party time (cost of DJ)
Soft drinks bar - this should have automatically have been set up but was only done after I had found the caterer sitting chatting in the office
Timing of reception/meal - the Reception overran by about half an hour. There were long delays during the meal which led to the disco starting approx 1 hour 15 minutes late. The caterer stated that the delays were due to speeches/entertainment and we were only 12 minutes late going into Dinner from the Reception. The speeches took less time than that allocated on the itinerary of which they had a copy and the entertainment during the meal was also shown on the itinerary and did not exceed the time allocated.


I am going to try and go to Citiizens Advice next week but any help/advice anyone is able to give would be greatly appreciated. Is it reasonable to ask for compensation for the level of service we received as it was not as expected? We really would like to sort this out direct with the caterer but having already written twice feel it is unlikely we are going to get anywhere.

Thank you for your help.

hcb42

Not sure I understand the consequential loss claim. What further costs did you incur?

things often overrun at functions all the time. If I were you I would stick to the elements of the buffet that were not provided, and claim for those although I wouldnt have thought it necessary to tie up the CAB - just claim in the small claims court. But if the guests didnt notice, I am not sure if it is worth the effort or stress

mynameisdave

I would say
£80p-£1 per person that did not get a hot drink.
£1 - £2 per table that did not get water - assuming you specified it would be bottled, rather than tap, and of course the size of the table.
50p for each child that did not get vegetables
£1 for the lack of ice cream for each child.

flightinfo

Thanks for your replies.

We didn't incur any extra costs as such but had paid for a disco which started 1 hour 15 mins late and meant we only had 45 min disco instead of 2 hours. We realise that timings are approximate but think that 1 hour 15 mins late was unacceptable.

The caterer has only accepted responsibility for one thing (failing to bring the drinks fountain but states as the actual drink was still supplied it wasn't a problem). They are blaming everything else on ourselves, third party, etc.

We did specify bottled water. The initial documentation they showed stated that they constantly replenish sparkling bottled water and jugs of tap water. As we specifically wanted bottled still water (as well as sparkling) this was written in to the contract and confirmed with them just before the function.

I thought I would go to CAB to have the letter I am sending looked at. Having already sent two letters, I have now written a much stronger worded one and thought it advisable to have it looked at before sending.

somethingcorporate

Post it up here, I am sure the regulars will happily look at it for you.

I don't think consequential loss is accurate. You haven't lost anything financial as a result of their breach of contract - they have just failed to adhere to the terms they agreed.

How much was the cost per head? We need this as a starting point to understand what kind of cost to allocate to drinks etc. If it was relatively cheap then 50p-£1 may cover things like tea / coffee - if you were paying £200 a head it might be slightly different!

hcb42

Please dont tie up the CAB with this. It is a relatively straightforward contract matter, and the CAB is inundated with people who have real issues.

Do what others have said and list your total price and what that included for a starter for ten.

shaun_from_Africa

I have a contract in place with a local window cleaner and this specifies that the windows of my property are cleaned once a fortnight.
I don't have to ask for this to be carried out each time as it is done automatically.

Flightinfo also had a contract in place and this was for the drinking water on the tables to be replenshed automatically and there was no requirement for the guests to have to ask for this to de done either.

flightinfo

Thank you to those who have replied and understand why we were upset that the caterer did not provide everything in the contract.

I am sorry this will probably be a long post but this is what was stated in the contract/letters from the caterer.

The enclosed menu price (£75 a head adult/£45 a head children) is inclusive of all the following items:
. Cold Canape Reception and Silver Service Hot Reception
. Pseudo ‘Champagne’ cocktail bar (during reception)
. Silver service dinner with coffee/teas (which included vegetables for children)
. Dinner Wines (up to 3 bottles of wine for each adult table)
. After dinner soft drinks bar
. Layout of Room
. Table linens and napkins
. Wine glasses, cutlery and china
. Ice cream soda bar to run for 20 mins for children
. Table candles (was agreed not to have these)
. Designing and displaying top table (had someone to do table decorations so not really relevant)
. Table plan
. Place cards
. Belgian chocolate display for each table

Following a meeting we had before agreeing for them to cater the function, we also have a letter which includes the following:
. confirms the price as above
. Included in that price is a non-alcoholic Drinks Fountain at the Reception for the children to help themselves from
. Reception- Pimms No 1, fruit juice and soft drinks
. We would supply and replenish bottles of Still and Sparkling Mineral Water throughout the event

Following correspondence with the caterer, the only item they have given a price for is the Ice cream soda bar. They have told me I didn’t pay for it but if I had it would have cost £8 (20p a child). This might well be what it cost them but is not what they have charged me.

I will not put the letter I am proposing to send on at the moment as that is also long and I am just grateful for any constructive advice people are able. to give

hcb42

As I work in senior management in hotel management, I could easily help the OP here, although after the comments received so far, about not troubling a hard up charity with this issue - I will leave it to the OP to contact me by PM if they want to, otherwise good luck with your resolution.

somethingcorporate

hcb42 wrote: »

As I work in senior management in hotel management, I could easily help the OP here, although after the comments received so far, about not troubling a hard up charity with this issue - I will leave it to the OP to contact me by PM if they want to, otherwise good luck with your resolution.

You could benefit people in future with a similar problem by sharing your expertise on the forum. Although I am not sure what benefit industry experience would have over general contract/law experience (which this issue appears to be).

hcb42

somethingcorporate wrote: »

You could benefit people in future with a similar problem by sharing your expertise on the forum. Although I am not sure what benefit industry experience would have over general contract/law experience (which this issue appears to be).

1. Waiting for the OP to respond with facts and figures - facts I read about five minutes ago. Not sure what expertise I could have shared before knowing any facts.
2. There is no difference, only experience in such contract matters. So not sure why choose to tie up a charity with such a straightforward contract matter, if there are other routes to resolution such as this site. Although if that is the OPs wish to consult CAB than so be it. It's their choice after all. It makes no difference to me whatsoever.:)