November 6, 2014
I am a friend of bride and groom. I attended their wedding with my wife on Sep 14. I was seated at a table where there wasn’t enough food and it was to me that one of your wait staff said “Sorry! We don’t have any left” when I asked for more food, because by the time the dish came to me there was nothing in it.
I am certain that staff ensured the bride and groom, and their bridal party received excellent service. Perhaps that is why the groom’s father gave a good review. However, the fact still remains that others were not happy with the service. Although you state that you cannot satisfy 100% of the guests, I fear that there were a lot more who were not satisfied. Additionally, you cannot possibly generalize the entire experience based on the survey responses of one or two individuals!
As a guest, I was not even aware of the client survey/feedback; it was not even mentioned at the wedding. Perhaps if this was made public at the wedding, and not disclosed to only a few attendees, then you would have received a more accurate feedback on the real scenario.
Most of the guests who came, out of politeness would never think to complain about a wedding on the day of the wedding, as they must understand, as I did, that the bride and groom did the best they could and it would not make their special day memorable if guests complained to them on their wedding day about the service or lack of food.
As you may understand, not many people feel comfortable coming out and speaking against something; they rather remain in the backgrounds and complain to each other. This is how I came to know that I was not the only one who had a bad experience at the wedding due to lack of food and service.
These issues were addressed with the serving staff, such as lack of food or no sugar and or milk for the coffee and tea. However, as mentioned before, the response we received was cold. We were informed there was no more food, or we waited almost 20 minutes to get any milk for the tea and coffee. At one time, one of the guests had to actually go to the kitchen (as a result of being tired of waiting around) to get the milk.
We are not sure if this is the usual practice of OCC or whether, on that day, as bad luck may have intervened, the wait staff’s service was not acceptable at all for an event of that level. I have received better service at a busy MacDonald’s drive through! Issues brought forth on that day were not rectified, as I bear witness to the lack of food and slow and poor service from the wait staff. Lack of food and no milk for tea and coffee were not alleged – it was a fact! If the issues were rectified, more food would have been brought, or wait staff would have already had the milk ready for the afternoon tea and coffee, considering the lack of sugar and milk also occurred in the morning.
Out of politeness to our friends, I and other guests waited until after they returned from honeymoon to give our input, and this was done only after they asked us for our feedback. We could not lie to them, and told them the truth. This is the reason that these complaints reached you later on.
I am very disappointed with the level of service. As mentioned before, I expected much better from such a reputable place.
Antonio, as you know, a wedding day is one of the most memorable day of anyone. These incidents did not add to the memorable experience bride & groom expected for their guests.
Please ensure that another wedding at OCC does not turn out to have as poor service as Mahesh and Shani’s guests experienced at their wedding. It is the responsibility of OCC to ensure that their wait staff and the level of service committed reflects the event.
November 12, 2014
The OCC prides itself on customer service. We have been in business for over 13 years at this location, 25+ years at other locations. We would not have been successful otherwise. Our reputation in the community remains excellent as does our standing with the Better Business Bureau. To have such complaints levied towards us is confounding to say the least; especially after their initial positive feedback . All the client comment cards, convener feedback and supervisory reports were positive. We even received a wonderful thank you letter from the convener – making us scratch our heads as to the validity of their concerns. Never once in our correspondence did the client allude to a refund or credit issue. They simply reiterated that they did not want what they allege to have occurred to them occur to other clients and guests at the OCC. We service over 400 events yearly, and we pride ourselves on a 96% approval rate. We know we are not perfect and we rely on customer feedback to better our offerings. However as I stated before, we have built our success on based on our guests’ satisfaction and stand behind everything we do. We are truly saddened that in this case there may have been an issue leading to a less than satisfactory experience. However we are as confused as the client seems to be to the nature of their dissatisfaction. If we were given the chance to rectify the situation (either on the day of or shortly after the event), I am certain we would have done so. Edge Management POSITIVE FEEDBACK - as provided by the convener shortly after the event. CLIENT CALLBACKS Date of Function: Type of Function: Wedding Company/Party Name: Contact Name: Sales Person: Location: Oakville Event #:_____H_____ Contact Date 1st :___________2nd__________3rd___________ Client Comments/concerns with respect to the following areas: Facility: (ex. Size cleanliness, décor, safety, location (i.e. was it accessible/convenient for guests?) Very satisfactory Staff: (sales/banquet manager, porters, kitchen staff) Please comment on the quality of service. Were they courteous, efficient, professional, knowledgeable, helpful, accessible, etc.? Bartenders, banquet serving staff. Fantastic. My special thanks to Arlene for her professionalism and her patients. We as a party put lot of pressure to her.She took all our pressure and aggressiveness with a beautiful smile and delivered beyond our expectation. Our sincere gratitude to her. In addition Mohamad who was coordinating with us on the wedding day unexceptional. The rest of the staff too is very helpful and very courteous. OCC has a very committed wonderful staff. Thank you whole staff Food: Quality, quantity, presentation, timing, temperature, did it meet expectations? Very good and my salute to the kitchen staff. Special thanks to Mohan Sales Coordinator: Did they see you the day of the event No, but we did not have any concerns of it, she has arranged everything as she was presence at the wedding day. Hence her presence is not really necessary as she did an exceptionally a great job on are event. Once again our special thanks to Arlene Other comments, suggestions, recommendations? We have no further comments my last comments. THANK YOU OCC. WE HAD A WONDERFULL, MEMORABLE, EVENTFULL EVENT. YOU WERE PART OF IT. Would you recommend our facility to your friends, family, and businesses? Without any doubt