Re: Upsetting email sent mistakenly to me from venue?

I have not sent this yet, I will send it tomorrow evening depending on your opinions/advice.
Thanks again soooo much!


Dear Clare,

I have a wedding booked with your Venue for the 11th August 2012. Emma is currently organising our wedding which was all going quite well until this week.

I had been emailing Emma regarding the centre pieces for the table decorations after seeing them first hand on your open day and was discussing with Emma the options of flowers that I could have within the fish bowls. My Fiancé and I came up with many ideas, one of which being that considering we are having the theme of silver and purple, we could add a tad of silver glitter to some ivory roses.
I googled an image of the sort of thing I had in mind and attached this, just to show as an example. I then asked Emma if this was a possibility who was emailing the florist at the time with some of my ideas.
Eventually we agreed the silver sequins on the roses would be best, and that there may be a £15 charge for this. However, just after this email that Emma had sent me I received another email that was mistakenly sent to me by Emma that was meant to go to the florist and the contents have really upset me. This email contained her saying my opinion was ‘horrible’ and Emma continually asking the florist if she wanted to charge me, when the florist had already said ‘no’ as it is not expensive.

I then received an email from Emma the next day saying this was going to cost £12.50 extra.
My Fiancé and I feel really offended by this and hurt considering it was all going so well before, especially as we have put a considerable amount of trust and long term savings into this venue to celebrate such a big day of our lives.

Please see below the email conversation that was mistakenly sent to me.

We are just really disappointed as seeing the venue on the open day just made us look forward to our wedding day even more. But now we are feeling very uneasy and concerned.

Kind Regards,
Miss Kristina Theodorou & Mr Danny Kennedy

straight to the point. i hope you get it all sorted out x

Sounds good to me hun.

I would add how offended you are and how you feel that your trust and confidence in Emma has been damaged. Also, I would say that you look forward to a swift response to your email to address your concerns.

xxx

I may have missed something but I dont understand the part where you say you agreed that there will be a £15 charge for this.....then you go on to say that the florist had said there would be no charge. it sounds like you have already agreed to pay that £15

Other than that the wording is perfect and to the point. like the others have said, you could ask for a response, and if it was me i would also be asking that Emma be removed from my wedding co-ordinating, and ask for someone else to take over as you have lost faith in her.

I hope they are mortified and she is forced to give you a grovelling apology. and they might throw in some freebies you never know.

To me and I may be wrong, it seems that the venue lady said there may be a charge of £15 as what they wanted may cost more, and came back with a charge of £12.50 which they probably would have just paid if it weren't for them getting the email containing the info from the florist. So the venue are charging people more for things that don't cost more.

I may add to the bit were you say that she said it would cost an extra £12.50 something like -which clearly contradicts what the florist had told her.

I agree with the others it's very well worded and nicer than a lot of people would have put it :)

I agree too hun done a great job at staying calm in that letter ... Looking forward to hearing the outcome :) hope its a worth while response they give you xx

I think its presice and to the point, a very good letter indeed, if i was you i would send it xx

Send it! x

Thanks so much.

Regarding the cost (£15/12.50) I had agreed to pay £15 as this was estimated before she mistakenly sent me the email, but obviously reading from the florist herself saying it wont cost nothing, I do not want to pay nothing.

I will take advice into account on 'I look forward to hearing your response' so they know 100% I want a reply. I will let every one know on the outcome.

Thanks everybody for being so supportive! I think I may have just left it otherwise and felt bitter, which in turn would of ruined my wedding day anyway. :(

Well done, looking forward to seeing what the outcome is. xx

Think that should do it! Good luck- keep us posted! x

Good luck chic xx

good email and i hope you get it sorted out really soon xxx

Yeah i agree with above email sounds great, cant believe how unprofessional this woman has been i wouldn be surpirzed if she gets her books after this keep us posted xxx

that is so rude... i would def be sending that email to the manager

Well done,
Like all the other ladies have said......... Straight to the point and polite. I look forward to you posting there response.....lol
(Emma should be disciplined!!!)
A

Reply to my email from venue:


Hi Kristina

I am sorry to have received your e-mail and you and your partner are obviously upset at what appears to be a misunderstanding regarding your choice of flower decorations.

I clearly remember the discussions taking place between Emma and our suppliers as she spoke to me regarding your photo and her concern that the roses looked like artifical ones and that in her experience they would not be suitable or enhance your scheme and it is my understanding that this is where the inference to “horrible” came in. Please rest assured that it was not meant in any way as a detriment to you. Emma has dealt with numerous weddings here at The Venue and is always complimented for her attention to detail by all of our couples and indeed you could not be in better hands.

With regards to the extra charge again this seems to be a misunderstanding between our two suppliers and I have spoken to both of them and informed them that in view of the circumstances I will not be passing this on to you. Very often our couples change some of the items that are included in the package and in most situations this does incur an extra charge from the supplier which we have to pass on.

I hope that this clarifies the matter for you and that you will carry on looking forward to your wedding here – we are a lovely venue and we will do everything to make your day a wonderful one for you both!

Regards
Clare

She's trying to justify the other woman's behaviour?! That's crazy, not even an apology?! What a horrible horrible venue!

Not a good enough reply, not even a sorry?! Really!

Totally unacceptable. Personally I'd get back in touch with the Manager and tell them under no circumstances do I want that coordinator working on my wedding!

I am absoloutely shocked by that response from the manager!!!! That reply is a total fob off, no resolution, no apology. i cant believe she has attempted to justify her co-ordinators behaviour....what is she talking about 'inference to horrible'!!! The co-ordinator actually typed the word, there's no 'inference' about it!! The response regarding money didnt make any sense either... I agree with the others, not acceptable!

I too don't think that's a good enough response! Sounds like the manager is saying u've interpreted it all wrong, when clearly you haven't. At the end of the day it doesn't matter if other couples have praised her or not, this time round she's been caught out and found out and something needs to be done about it. she's upset you over what is meant to be the happiest days of your life. That reply would not draw a line under the whole issue and I'd struggle to work with her. you pay a lot of money towards the venue and making everything perfect, who cares what she thinks anyway! its yours & h2B day, you should b able to choose whatever u want! x

i agree with the girls hun, thats so totally not good enough.........

What sort of a response is that???? Disgusting!

I agree with everyone else here! Total fob off, no apology and just trying to cover up and protect that Emma girl!

It's not acceptable.

I'm not sure what the solution is to this, whether you allow them to continue to plan and organise your wedding as you only have 3 months left to go now and then when you get back from honeymoon, lay into them, do poor reviews on online forums and sites. I'm just so angry for you!

xxx