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Original poster

AIBU - Wedding Food & Drinks Complaints

31 replies

Fakirek · 22/07/2023 17:04

My partner and I just got married and there were some important details that were missed along with what we feel are unacceptable mistakes.

Examples of these are:
Vegan option (mushroom risotto) was advertised as vegan but we later found out the cheese had dairy in it. This meant one or more of our guests was not able to eat their main meal.

Vegetables that were served with the main meals were not as we had agreed - should have been roasted root vegetables but instead were steamed vegetables (baby corn, broccoli, etc.).

Prawn toast served with one of the starters to multiple guests was soggy.

My Dad got given a Prosecco for the speeches toast when we specifically asked that he was served a Vodka.

No staff were giving drinks to the guests at the drinks reception.

We feel hard done by and are particularly embarrassed / frustrated about some of the mistakes made with the food. Our guests have also made comments about this to us.

We have made a complaint to the venue in attempt to receive a partial re-fund but we are not sure if we are being “over the top”.

OP posts:
FloweryName · 22/07/2023 17:08

You’re not being over the top I don’t think. It sounds like you have every right to be upset with the service you received for your wedding.

I didn’t realise until my own wedding how much the venue and the service they provide can set the tone for the day. If you don’t get a satisfactory response to your complaint they will deserve your bad reviews anywhere you can put them.

geoger · 22/07/2023 17:14

You have every right to complain - weddings cost a fortune and for the money you’d expect the food and service to be spot on.
The biggest mistake they made was serving non vegan food to vegans. What if your guests had an allergy? They could have killed them

CC4712 · 22/07/2023 17:22

The wrong veg isn't the end of the world- but annoying if it therefore didn't really go with the main

The dairy in vegan is unacceptable due to allergies as someone else said

TBH- if the servers were handing out glasses of prosecco to everyone for the speeches, I can see why you dad was handed one. Why didn't say something when handed a champagne glass of something bubbly instead of vodka? Vodka is an odd choice, but maybe he doesn't like prosecco?

How have you made your complaint so far? I'd put it in writing and state the facts. Be clear about what exactly you want- £XXX reimbursed etc. Best of luck and I hope you had a nice day otherwise.

DisforDarkChocolate · 22/07/2023 17:27

The vegan issue is big issue for me.

The steamed veg would have really annoyed me because what you got was my least favourite veg option.

I'd not be that bothered about the vodka, if that was important to me I'd have taken myself to the bar.

Add in the soggy starter and it's a lot of issues for one meal.

Original poster
Fakirek · 22/07/2023 17:33

The issue with the vegetables was that we had lengthy conversations about what we wanted and also put it in writing. We didn't feel the steamed vegetables went well with the main either.

As for the Vodka, this was meant to be a nice touch for my Dad who is Polish and does not speak English. It is an odd choice in the UK but not in Poland - this is the done thing.

As for the complaint, we have stated what we are not happy with and that we would like a partial refund. We are waiting for a proposal from the venue. If we feel the proposal is not sufficient, we may take it to the Ombudsman.

OP posts:
PickleBreath · 25/07/2023 16:51

As someone who is very lactose intolerant I often have vegan options as I know they are safe. I would have been very ill if I had eaten that.

noglow · 25/07/2023 16:57

Yes. If the potentially could have killed a guest I would say that alone is justifiable if a complaint

pinguins · 25/07/2023 17:03

Yes I usually have the vegan option as it's "safe". I have CMPA. I could have ended up in hospital eating a non-vegan meal touted as vegan (and it's happened before). I'd complain about that but probably not the roasted/steamed veg.

SliceOfCakeCupOfTea · 25/07/2023 17:12

As a former wedding manager, the hotels I've worked for wouldn't refund you for this. You may be offered vouchers for a meal or something.

But, I think the points you've raised are very valid and I would be cross as well, especially the vegan issue.

WestOfWestminster · 25/07/2023 17:24

Did you raise any/all of the points on the day? I think that will make a difference to how they will handle your complaint. I also think a couple of things on their own you'd overlook but its the overall picture that justifies it, plus the vegan issue.

Which ombudsman is it out of interest? A wedding one or a hotel one?

PermanentTemporary · 25/07/2023 17:27

I would say the vegan meal wasn't fit for purpose and in fact was dangerous. I would complain for that alone as they need to sort out their procedures there.

Fundamentally they are offering a level of service and personalisation that they aren't competent to provide. I'd get proper consumer law advice on your rights as this sounds pretty bad to me.

cocksstrideintheevening · 25/07/2023 18:05

The vegan issue is bad (but I may have secretly judged you for mushroom risotto...)

Did they set given a replacement?

ElizabethVonArnim · 25/07/2023 18:12

My sister sent an email that itemized her concerns about her (completely delightful) wedding - things that you might question whether it was worth complaining about (less notably poor than yours) and was given £1500 refund 6 years ago. I would say it is certainly worth complaining. You have valid grounds for complaint and it is quite likely that they will give you a partial refund.

caringcarer · 25/07/2023 18:21

Did you check on the day if the cheese was vegan cheese? DH has it and it looks just like normal cheese. If you were told it's not vegan cheese then why didn't you ask for a replacement meal to be served to your vegan guest. It's always harder if you don't complain on the day at the time the issue occurs.

CC4712 · 25/07/2023 20:45

caringcarer · 25/07/2023 18:21

Did you check on the day if the cheese was vegan cheese? DH has it and it looks just like normal cheese. If you were told it's not vegan cheese then why didn't you ask for a replacement meal to be served to your vegan guest. It's always harder if you don't complain on the day at the time the issue occurs.

Would you expect the bride or groom to go around and check each meal being served and somehow be able to check it it was indeed vegan, GF, halal etc???

As per the OP- They only found out later on it wasn't vegan. Its not clear if this was on the same day, or after the wedding though.

ZenNudist · 25/07/2023 20:52

SliceOfCakeCupOfTea · 25/07/2023 17:12

As a former wedding manager, the hotels I've worked for wouldn't refund you for this. You may be offered vouchers for a meal or something.

But, I think the points you've raised are very valid and I would be cross as well, especially the vegan issue.

This seems spot on. They aren't going to refund. Mass catering is never great. Soggy prawn toast or change of veg is a non-issue. Having one guest expecting a different drink from everyone else is a massive PITA, please don't complain about this. Vegan dish is a mistake but doesn't warrant anything much other than an apology. I'd let it lie.

Aquamarine1029 · 25/07/2023 20:55

Every issue you had was a big deal. They didn't keep to your contract and you are owed compensation. I would demand as such, in writing, immediately, and I would take them to court if they don't make this right.

You got ripped off.

Original poster
Fakirek · 25/07/2023 21:59

We found out about the vegan meal not being vegan the following day. The guest however, did ask the waiter while the food was served if the cheese was dairy free and they said it was not! She got served a bowl of steamed veg as her main, how bad is that?! At this point, I don't even know if the starter/dessert were actually vegan. We're pretty embarrassed about it and the guest was probably quite hungry. The thing is, we had another 5 guests who ordered from vegan menu and were not served a vegan meal. This surely is a major concern.

OP posts:
Peony654 · 25/07/2023 22:02

We had a few similar issues which we did feed back to venue but honestly couldn’t be bothered to pursue. It was generally fine and more important things to get on with in life

Original poster
Fakirek · 25/07/2023 22:11

I completely understand this and overall we had a lovely day. But given the money we've paid, they really should have delivered the menue as advertised.

OP posts:
DrFoxtrot · 25/07/2023 22:20

Why would a refund not be offered if some of the guests could not even eat their meal due to the vegan cheese error?

Surely, those meals should be refunded at the very least!

DrFoxtrot · 25/07/2023 22:21

Totally agree OP that you did not get what was advertised/ paid for. For PP who have worked in hospitality before, why wouldn't a refund be given if OP did not get what was ordered and paid for?

Jongleterre · 25/07/2023 22:23

I think you've presented the issues well and have a valid complaint about multiple things.

Matildahoney · 25/07/2023 22:39

The veg thing could have been a supplier issue, but they should have mentioned this on the day IF it was the case.
The vodka, you could have just reminded the waiter at the time, it should have been remembered, but also very easily resolved.
The vegan dish- unacceptable and you need to find out why, they may try to state it was vegan and the waiter got it wrong.

thepriceiswrongbutonlyabit · 25/07/2023 23:03

I'm surprised how many are accepting of the change to veg. Roasted and steamed veg are not alike at all and change the whole meal. I would not have been at all happy and would expect to have been informed before the meal why the menu had been changed. It could be supply, but an interesting coincidence that the most labour intensive choice was the one they couldn't deliver on the day.

The vegan thing is obviously unacceptable, and I think the vodka thing shows that the venue is incapable of providing special touches.

I don't think you'll get anything back though. Maybe some compensation for the vegan meals but that's all.

Let them know you'll be leaving a fair review for other couples. They might give you an overnight stay or vouchers - that's if you want to go back!