Blissmoment

Hi Kyle & Jes, Thanks for your feedback. We apologized for the experience in between us. And the last minute cancellation due to time constrain as we could not reach agreement and the clock was ticking, and we noticed we are not able to fulfil your request. Point to note here: 1. Non-refundable deposit was clearly stated in the agreement signed on 21/2/2020. It was for customisation fee. And actually our company only take in customisation jobs above RM10,000 as our company policy. You can check our website on this minimum job size when filling request form. But we given a waiver for your case and took in even it was below our threshold, very exceptional case. 2. The design fee, time cost, site recce, costing preparation backend calculation etc was all included in that RM2k deposit based on your prior venue. Later in pandamic, your previous venue was then not in business anymore. Some of the decor especially your photo area was based on that venue bird cage, and we purposely think ways to help you design a touchup on it with lower costing, instead of making up a photo backdrop. And this was not relevant anymore, as your new venue does not have this "bird cage". 3. Our team internally find ways to provide you with a lower cost pre-set package, thought it would help you both to save cost and from originally customisation 4 decor items, we increased for you to 8 decor items under preset package, even come with a backdrop included as we know now you dont have that bird cage anymore, we were trying to give you closest wedding theme as possible. I was behind this job all the while looking after, even im not the one facing you directly. I aware of the details you wanted and even myself scout for the artificial snow costings of different types, finding the best lowest cost which looks good for you. 4. The date you contacted our team was 2 months away from your wedding to confirm new date, based on signed agreement, we have rights to decline any jobs with less than 3 months notice. However, we still try to take on your job, trying to provide lower cost and more decor items thought it would help. Least that we knew it was so out from your original desired theme, as other couples who took this preset package were so happy with these series of designs. Sorry that we do not have the exact theme in preset package that fits exactly your desired original customisation theme, and we could not do a customisation with such a short notice, stated in contract. 5. I took over this account as our team who you have been liaising was suddenly diagnosed with Covid. And me and you Kyle did arranged a very last minute zoom to discuss about more than 1 week ahead of your wedding. I asked for Jes to sit in, but you said you want to handle yourself. Im fine with that, and we discussed from 10pm-11pm+ and finalised the decor. And me and you agreed on the solutions provided on minor tweak. You say you want your wife Jes final approval. At 12.30am you demand a next immediate zoom. And demanded immediate calls and asked to change a lot more things that was already agreed not to touch during our zoom at the night. All we wanted was everyone to sit down to finalise together but you keep dont want Jes to come in to involve, and later on asked for lots of rediscussion after that. I checked with my internal team, he said yes you previously also demand call or zoom at your time of ease when you want. However, we cannot keep on doing further more calls and zooms at anytime you request. We have productions and design works to do too. 6. We immediately provided full refunds of RM6k within less than 24hours of signed cancellation agreement. 7. Im sorry that we did not detect a demand-supply mismatch from the beginning. If 2 months ago prior to your wedding, we should have let you know we are not able to provide exactly what you wanted with such short notice at new venue, so you could have more time to scout for new vendors who might on hand have most of the props of your theme. Finally, glad that you found someone who can deliver to you. We are glad we depart from this job, so that you finally got what you have been looking for. Both side we got what we wanted in the end. Happy Chinese New Year ahead and wish you and Jes a happy life!