We ordered an ice sculpture from Apple Ice this past July for our company's 100th anniversary. If this rating was solely based on the ice sculpture itself, I would give 5 stars, because the artist did a beautiful job on it. However, the customer service was lacking...A LOT. My initial contact with them was great and I received the information I requested immediately, but it went south from there. It was hard to get my questions answered and this continued until the day before our event. I had told our meeting planner that I would prefer to cancel the order all together since I was not getting a response from them. She made a call to them and was able to get the information I was requesting. The delivery was late, the drain was not brought at time of set up and I had been told by delivery man that someone else would be bringing it. That someone else never came and by the end of the night, water had leaked all on the carpet of the venue it was being held at (which is an iconic landmark). We had to pay, in advance, for the removal of the sculpture and I had given clear instructions as to what time the event ended. No one ever showed up, I made numerous calls to several numbers and I only received a return call hours later after our group had left. The venue was gracious to handle the removal for us. I never received any communication from Apple Ice after the event and I finally emailed them my feedback and requested that they refund the money paid for the removal. Again, no response so I emailed them again two months later asking that the money for breakdown be refunded. I finally received a response and was refunded for the breakdown.
I would not recommend using this company for a big event. Perhaps they are better at handling smaller events, but when planning a large event you need a company that will be there to answer your questions and assure you that they will pull through. This was not my experience with Apple Ice and I was stressing up to the last minute as to whether the sculpture would show up. Again, the ice sculpture was amazing, but it is truly a shame that the poor customer service overshadowed the excitement of it. read more
