Venue 311 Reviews (%countItem)
Venue 311 Rating
Address: 9282 CR 311, Plantersville, Texas, United States, 77363
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I paid Venue 311 and signed a contract to use the venue on 03/27/2020. I was unable to use the venue due to coronavirus (Venue originally cancelled on me as well as a shelter in place was issued.) When I asked for my money back, the venue refused and stated that I had to reschedule or use the venue on the date I paid for and have my guests sign a waiver. I could not have them sign a waiver since there was a travel ban and a large portion of our guests were from out of state or out of country. After that a shelter in place was issued by *** County that was in effect on the day of our wedding, making the venue unusable regardless. Despite the "act of God" clause in the contract that states if venue is unusable on our contracted date we are due a full refund, the venue still refused our refund of over $4,500, saying we can only reschedule. Due to them taking advantage of myself and my family in an obviously emotionally and mentally stressful time, we tried to reschedule in an attempt to maintain good relations with the Venue during a stressful time for them as well. Due to COVID still being in full swing, we have not felt safe to have our event and have asked for a partial refund if we are unable to "sell our date" to another bride by 01/01/2021. The venue has even refused that, saying we "cancelled" on our original date, which is false. Nancy (one of the owners) called me at approximately 8 pm on 3/16/2020 and stated that I would have to reschedule my dates because with COVID-19, they were having the rsechedule events because the venue wouldn't be open for safety reasons. I asked her then for a refund and she said that no refund was being offered and she would send me dates for us to reschedule. My husband, father, mother, and sister were all present during this conversation and can attest to what was said. I can also provide the original and only contract upon request.
Emma, we at Venue 311 always strive to provide excellent customer service and are sorry to hear your experience has not been ideal. COVID-19 has created such an unprecedented set of circumstances. While it hasn’t been ideal for anyone, we have had open and honest communication throughout the process and have done our best to keep our doors open while also accommodating all reasonable requests from our couples during this difficult time. On March 16th, we sent out a memo to all of our couples recommending that events be moved out in light of the uncertainty of COVID. You spoke with Nanci about your options and determined you would like to move forward with your event despite that recommendation. You emailed on March 17th letting me know you would be moving forward with your event as planned - we complied with this and requested you/your guests sign a waiver releasing the venue from responsibility should anyone end up sick. The same date (17th), you called back again and discussed with Nanci the other alternative of moving your date out. At 6:21pm, we sent over an e-mail with a list of available dates for the remainder of 2020. This was all prior to the stay-at-home order being in place and was never a part of the discussion or decision. You responded later that day at 6:40pm that you would like to move forward with 9/18 as your new date and that you were excited. We confirmed this, sent over updated paperwork with your new date and all seemed to be OK. On April 30th, you reached out with a few questions you had concerning measurements at the venue- all still seemed to be fine from the communication we received. There were zero complaints or mention of any issues.On Tuesday, June 16th- you reached out saying you would like to move your date out again as you guys preferred to celebrate in the Spring due to COVID/your guests being from out of town. We let you know we would be happy to adjust your date yet again and sent over our availability for Spring of 2021. You responded back on June 17th at 11:40am letting me know that you and *** had chosen April 2nd 2021 as your new date. We sent over the updated paperwork confirming your new date and all seemed to be fine. You called Nanci in early October to discuss your options again; Nanci let you know that Venue 311 would allow you to sell your date to another couple should you elect to not use it yourselves. We received an e-mail from you on 10/24 letting us know you had no luck with selling your date and would like a 50% refund should you not be able to sell it by January 1st. Unfortunately this is not something we could accommodate. Per the contract that you and *** reviewed and signed, we do not offer refunds. We kindly let you know that we are currently holding events with no issues and don’t foresee any issues with your new date of 4/2/2021. We would also like to note that you mentioned in your Facebook post selling your date that there were “no problems with the venue have just decided that we would rather go on a longer trip instead of replanning our COVID wedding”. While we respect and understand this decision, we would also like to note that Venue 311 is not responsible for this change in plans. We understand that you are frustrated and that 2020 has brought a lot of unexpected bumps in the road. However, we have done our absolute best to accommodate all reasonable requests and have gone to great lengths to assist our couples in any way possible during this epidemic (you and *** are no exception!). We have received a ton of fantastic feedback from our couples thanking us for working with them through the COVID uncertainty. In order to stay afloat as a small business, we must abide by the contract that both parties agreed to. We would like to express that we wish nothing but the best for you and *** and are happy to assist with transitioning your date to another couple should you find someone to take that date over. We would be happy to provide documentation of any the above mentioned emails or Facebook posts.
Complaint: ***
I am rejecting this response because:I was unable to use the venue on the date of my wedding, and re-planning a “wedding reception” is ludicrous especially due to the fact that COVID is still rampant despite the Venue being in denial about the risk of COVID at large gatherings. Venue 311 was UNUSABLE on03/27/2020, whether or not I had signed a waiver. I only rescheduled because on 03/16/2020 at approximately 8 pm, Nancy *** told me (in the presence of my husband, mother, father, and sister) that I had to reschedule and that a refund was not being offered. Of course I reschedule because I felt backed into a corner and in the emotional state was not thinking clearly about what the contract stated. If COVID had gone away and we were able to have our belated reception in September it would have been fine, but I am not going to continue rescheduling my event until it is safe to have a large gathering. As it is right now and in the near future, it is not safe to have a large gathering, according to health experts. Nancy *** is not an expert on this matter and cannot comment whether or not it is safe for immunocompromised people (myself being one of them) to attend or hold a large gathering.
Regards