I don't think it's a good enough reply. If that was her thought them why not discuss this with you and give her opinion on how she think's it will look in a nice polite manner, rather than what sounds like she is s**ging you off behind your back. I think I would have to send them another email.

Is there an owner or more senior manager you can go to?

A mention of talking to the local press or bridal magazine might spur them into acceptable action!

xxx

Totally unacceptable and unprofessional.
Saying that OTHER couples are happy with her service......Errrrrr you wasnt emailing about OTHER couples, you were emailing about YOUR treatment. WHY would you be interested in other peoples weddings FFS?

And basically she is saying as a gesture of goodwill they will let you off that £12.50.......so thats how much your complaint is worth to them?

I sincerely hope you write back, and if it was me I would be asking for Emma to be removed from my wedding planning.
Sounds like the manageress and her are friends........what happened to the customer is always right?

Please dont leave it at that.......the least they could do is offer you a bottle or two of champagne.
How are you going to feel when you meet emma on your wedding day? I would totally blank her.......then kick her. !

Didn't see this thread before so have just been catching up... Cannot believe the way you've been treated. They've insulted you, been caught out, and then had the brass neck to say "Oh you silly thing, you've got the wrong end of the stick. But here's twelve quid to make it all better..."
I one hundred percent agree that you shouldn't give up at that. They need a major kick up the behind and some lessons in customer service and basic courtesy.

thats disgusting ... id be up there me, my h2b hates when im on one with people, but 9/10 its very justified and down to princaples... not acceptable without even a sorry... get yourself to the venue with both emails the mistaken one and the feedback you got off the one you sent.. DO IT!!!!! xxx

how can she say you misunderstood.......when you have the email in black and white SAYING your taste in flowers was awful.

Really.......take it further and higher.

Agree with all the above. I wouldn't settle for that response. The least they can do if offer you a different co-ordinator. Surely it's obvious you wouldn't want to work with her again.

Maybe your h2b could go and speak to them face to face and demand a proper apology and some real compensation for the upset? Perhaps they think they can fob you off cos as a 'bridezilla' but I doubt they'd speak to your h2b in the same way that they might to you?

I agree with the other ladies, that email is awful. She hasnt even apologised. I would send them another email, something along these lines.....

You think its acceptable for your staff to act like this? You think its acceptable to upset the bride on the biggest day of her life? We are trusting you with our wedding day - the biggest day of our life and you havent even apologised for your staffs rude behaviour. It is not up to your staff to critique my choice of decor. And for you to attempt to justify her behaviour is even more upsetting.

ooooh Id be so angry if I was you!! SOOO ANGRY!!

I really hope you get this sorted, some of the people at these venues are so snooty I could never tire of punching them.

xxxxxxxxxxxxxxxx

Thank you so much for all your responses, it really is appreciated! and I cannot believe how many people have responded, as which I first received the email I was not even sure at what to do! or if it was just me being 'silly'. Now I know damn right I was not!

Unfortunately, I cannot change my venue has I would lose my deposit and my wedding is in August and my invitations have already been sent, I just cannot afford to and would not have enough time. I have not replied to Clare's email yet (the manage) as I am stumped at what to say, and being completely honest I feel my hands are tied as I think taking it further is just more likely to create more of an atmosphere and potentially have a detrimental effect on my wedding day. This is unfortunately causing me a lot of anxiety due to the frustration of it all because my day is in their hands, and as this is only a small company/venue it would either be her or the manager arranging my wedding, and both will be there on the day even if she does not plan it any more, as who every does it needs support. So as you can see my hands are very tied :(

Here is an email I received today from Emma (The one that sent me the email by mistake- AKA Cow)

Dear Kristina & Danny,

I was sorry to see your e-mail to Clare yesterday and can only apologise if I offended or upset you in anyway as this was not my intention.

I could see from the sample picture you sent the added touch required and just thought that we could provide something with the fresh flowers which would look much nicer and I am pleased that you are happy with the suggestion of the diamante pins as I think these will look stunning and give you the bit of ‘bling’ you are after.

With regards to the extra charge and the misunderstanding between us, this occurred as the suppliers would normally add on an extra charge for something not included in the package, which we then pass on to the customer. I understand however that Clare has agreed to cover the cost of this.

I have done a bit of re-jigging of my diary and if you would like to come in earlier for your taster evening I have availability on Thursday 7th June, which is during half term so I hope you can make it?

I hope that this hasn’t caused any bad feeling between us and please rest assured that I have your best interests at heart. As with all of my weddings I endeavour to make your day special and individual to you.

Kind regards,

Emma

I don't think I have the energy to carry it on specially when my big day is at risk, I am probably going to write an email address to both Emma and Clare, and try and word it in a way that they know I cannot be being 'fobbed off' and I am not stupid, but that maybe accept what they are saying just so I can forget and now look forward to my wedding and ideas for this would be warmly welcome and much appreciated!

You lovely ladies are wonderful btw! I hope all your h2b know how lucky they are for marrying such caring ladies! x

hey hun been following the post and sometimes you can win the battle and not the war...and everything you have said is totally understsandable for the sake of you special day and not becoming anxious it might be a good idea for now just to let it go over your head....HOWEVER if you have anything left to still organise and pay for i suggest you take full advantage of extra discounts and other areas which they should be bending over backwards to ensure your totally happy. i wouldnt be afraid to refer to how dispointed you are atm and therefore any pricing or anything should be more suited to your personal needs to your day and happyiness as obviously thats there ethos and in light of recent events you feel you should be compensated in everway possible....I would play on it big time!!!!!

I think we'll have a ukbride reviewing sesh after your wedding - a good 2000 bad reviews should just about make up for your crappy response x

Totally agree with Jill!!!! How awful that you have been put in such an uncomfortable position by the venue.. definitely name and shame them afterwards wherever possible! xx

I still think that second email from The Cow is snidey and rude especially the last comment. If you are going to slag someone of behind their back asleast have the balls to be honest about it when you get caught out... Godness I really dislike people like that!

I wonder if she even has any wedding planner qualifications...

bloody hell what a response. hope your not accepting that. understand tha t u dont want to put ur wedding in jeopardy but after give them what for. go girl go lol x

edited due to poor spelling :s