DaybyDayStaff
Philadelphia,#2UPDATE Employee
Wed, February 05, 2014
Dear Zachary,
We've been in business for over 30 years and take each client and complaint seriously. We would not have made our name in the industry if this depiction was at all accurate.
First, let me address the $500 holding fee. I've checked our email records and nowhere can I find what you posted. You wrote the following: "I then got an email from the owner saying that they would not return my $500 because "a lot of work went into planning" the catering."
That never happened. Here is what the owner wrote to you on 10/1/13, addressing your refund, after her first email 9/13 apologizing for your poor experience
"Hi Zachary,
I am truly sorry that your experience with Stephen was not to your liking. I have never had any negative feedback regarding Stephen level of care and attention to his clients.
I will refund your money. You should also take some responsibility in this matter as you were so unavailable to communicate and answer questions and have dialogue. We spent a lot of time and money trying to connect, visiting the site and putting proposals together.
Robin"
Additionally, the $500 holding fee you claim we would not return, we did in fact return...and you cashed the check before posting this. The check is dated 10/7/13 and you cashed it on Nov. 7th, 11 days before this "report". You can view the check image (edited for security reasons) attached or here:http://www.tinyurl.com/lqjpa25
There are also questions Zachary raises that were answered from the outset - in printed form - in his initial menu proposal/contract outline he said looked "great" on June 27th. Without going into every detail of Zachary's experience, we'd like to add that there were simply a series of miscommunications as well as difficulty establishing contact. Zachary was travelling a lot and phone calls would go unanswered for a week or week(s). Let us also add that the story Zachary presents borders on slander and we, of course, respectfully request that he withdraw his post, especially considering some of the clear discrepancies with the truth:
Additional points we find particulary troubling and possibly slanderous include:
1. Stephen, our catering manager, does not ever and would not ever hang up on a client (past, current, or future). He most certainly did not hang up on Zachary.
2. Stephen never said you would have "trouble finding another caterer" or that you were "stuck with Day by Day". It's simply not how he or we operate.
3. It appears the issue of silverware was a critical one to you. Please check your email from June 27th and see the menu Stephen provided. It clearly states on page 3:
"DISPOSABLES:
Day By Day can supply the necessary up grade plastic ware @ $1.50 per person
or environmentally friendly greenware @ $1.00 per person."
Additionally, when your venue was presented to us and upon initial research, it was explained that there was not a full kitchen with a sink to utilize. As such, the issue of silverware was established at the outset.
No sink = no silverware. Without a sink, you cannot wash and handle actual silverware. The venue selected determined additional aspects of your event, i.e. the grill and utensils. White, plastic disposable tableware is included at no charge to all customers. An upgrade to clear plastic or biodegradable flatware is an option, but at a cost. All of this was made clear from the outset and in email.
Zachary, I understand that you attempted to get replies to specific questions (that had actually already been addressed - silverware, for example). Stephen did try to reach you by phone (his preferred method of communication), but you were travelling and things continued to slip through the cracks. We juggle multiple events and, by far, 99% of brides and grooms are thrilled (check our online profiles at theknot, weddingwire, etc). This is not to say that details get overlooked with our considerable volume - they do not, and we work hard to work with multiple clients and personalities. It does appear, however, that you had an unsatisfactory experience planning your event and for that I apologize. Nonetheless, this was a dynamic exchange and to assume you played no part in how upset you are/were is to ignore reality.
You must accept the facts as they are and please also understand that, though you think you should have received responses in a timely manner to certain questions that brough great stress to you, these answers had already been answered from the outset. Please also acknowledge that you did in fact receive your holding fee, and actually cashed the check before you posted your complaint.
We respectfully request that you remove your post in order to avoid potential further action.
Best wishes,
The staff at Day by Day