What to do if you aren’t happy with a supplier’s service
Photo: Valeria D’Angelo
In the world of weddings there can be misunderstandings and couples can find working with suppliers not as expected.
If you’re a couple in the midst of planning and something isn’t feeling quite right, or contractual deliverables haven’t been met it’s your right to feedback and ask for change.
There are 3 types of feedback;
Mid-planning where something isn’t right and you need to action change in an existing contract / service
Post-planning where something wasn’t right and you want to give feedback to be heard and improve that suppliers service
Mid/post-planing complaint. When you’re having or have had a serious issue that either breaks a contract or had a severely negative impact on your wedding
Before you consider anything - breathe! They are a person, you are a person - if something has gone wrong it is unlikely to be intentional. We’re with you, this is your wedding, your money and one of the most important occasions of your life; a chance you never get again. Make sure you consider the perspective of the vendor too; this is years of building a business, often on their own, their livelihood and reputation. Kindness is free and normally gets you further than true ‘mean girl’ behaviour.
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Is the thing they did or didn’t do actually part of their role? It could be that you wanted or expected the supplier to do something but it’s not part of their role or something you hadn’t spoken about.
Are you 100% sure of the facts? Often feedback is given based on assumptions around a suppliers behaviour and not the facts. Don’t presume or make accusations that aren’t based on facts.
Always refer to the contract. This is the ultimate guide as to what your supplier should be delivering and anything not stated here is over and above.
Businesses should welcome constructive feedback, it helps grow and become better, as well as improve their relationship with you.
Knowing whether it is a contractual obligation that’s been missed or not should help you to direct your tone and what you’re asking of the supplier.
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A clear, concise account of the facts which have led you to raise this complaint.
i.e. in their contract it says they will respond to emails within 7 days and they are not delivering on this.
or…that you would have expected to be further ahead with booking suppliers at this point in planning. You know what suppliers you want are now not available for your wedding date. Your planner’s timeline is directly impacting your ability to have the wedding you want.
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Ask for their reasons and response within a certain (realistic) timeframe firstly in email (writing) and offer a call to regroup and discuss. This can soften things and break any ice.
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Clearly this will be an emotional time but facts are key here. Calm, factual conversations are crucial in finding a way forward for everyone.
Do not be afraid to be firm and ask for what you need.
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….like a good wine, an email needs to breathe. Leave it for an hour or sleep on it before pressing the send button. Be sure you’re happy with the content and tone. This represents you as a couple and will affect the outcome of the relationship / service.
What to do if you can’t move forward?
This is an individual decision.
If you’re still planning your wedding and having issues, you have more to lose. You must weigh up what you have spent vs the significance of the issue….and what this means for the future of your wedding.
If you’re post wedding and you did not receive a contract deliverable you can go to small claims court but once you start down this route there is no turning back. It’s a lot of your time and stress.
How does La Lista handle complaints against vendors?
Our standard advice is for couple and vendor to work through issues, offline in private and in a respectful way.
If we are made aware of a complaint against a vendor, either direct or in our couples community we follow our strict protocol to investigate the facts.
Photo: Thomas J Photography
How to avoid this situation in the first place?
Choose a recommended vendor - we have hundreds of vetted, talented ones to discover on The Directory
Ask for testimonials in The Community
Look at their work on social media and DM their past brides/grooms through their handles. No one minds being asked about their wedding!
Review their social, website and their listing on The Directory to ensure consistency of their work
Go with your gut - Do you like this person? Trust them? Could build a relationship with them over 1-2 years?
Make sure you have a very clear contract in place with very clear deliverables.
Photo: Ammonite Stories
It’s not all doom and gloom at La Lista, we love hearing positive stories of vendors going above and beyond for your wedding. Use your voice and raise them up by dropping us an email to hello@lalista.com.
