Terrible Customer Service
It was my partner's 25th birthday, and I purchased the £180 package. For that amount of money, the least I would expect is for the company to arrive on time.
Prior to the event, I was told the setup would take place between 3:00pm and 4:30pm and be completed by 5:00pm. I made it explicitly clear on several occasions that I needed them to arrive at 3:00pm, as I had to pick my partner up at 4:30pm.
At 3:20pm, having heard nothing, I messaged to ask for an update. I was then informed that the team would not arrive until 5:30pm and would be there until around 6:00pm. This was completely different from what had been agreed and meant the setup could not be completed before my partner arrived.
When I expressed my concerns about the delay and the impact it would have on the birthday surprise, I was met with attitude rather than understanding. The situation became even more disappointing when I was told, "I can refund you or you can stop complaining."
I found this response unprofessional and dismissive of legitimate concerns. A refund does not make up for a ruined surprise or the stress caused on an important occasion.
In the end, I was left with no decor for my partner's 25th birthday and a very disappointing experience overall. Businesses providing time-sensitive event services should understand the importance of punctuality, communication, and professionalism. Unfortunately, this experience fell far below expectations.