HUGE DISAPPOINTMENT, TERRIBLE CUSTOMER SERVICE, DID NOT DELIVER AS PROMISED, TREATED RUDELY AND WITH DISRESPECT THROUGHOUT THE ENTIRE PROCESS.
First, I want to say this is my first online review. I have spent the last 40 years servicing customers and I pride myself in positive interpersonal relations. I like connecting people and I know what it is like to go the extra mile and put my best foot forward. Every client should be a happy client. A vendor's reputation is always on the line. I don't want even one unhappy customer. Balboa apparently doesn't care about any of these basic principles of customer care.
At every opportunity, Balboa misrepresented themselves. They did not deliver the product that was contracted or paid for. They made my experience a nightmare. They sucked the joy out of planning my daughter's wedding. On one occasion, Alex made my daughter, the bride, cry. When asked, "Do you want to continue working with us", Alex emphatically answered, "Yes!" I believed him when he promised, "We are the best at what we do. We will deliver the most amazing product. You will not be disappointed." They could not have been more wrong. Much assurance... no delivery.
Alex and Jocelyn were dismissive, intolerant and condescending. I never felt validated nor received with kindness... only annoyance and a sense of urgency to move on because they were "busy" and just wanted this done. They began charging a $100.00 consulting fee for any communication over 5 hours. This was not in the contract. It was never mentioned, and frankly, it was completely insulting. This attempt to talk down to us and shame us caused me to became anxious and nervous at the thought of communicating with either of them. The result... I stopped trying. I had many sleepless nights feeling anxious about the way things were going. I realized viscerally that I was not in any sort of partnership with my caterer.
There simply was no collaborative relationship, but the bride and groom didn't want to make waves or start over with someone new. They believed in the end that Balboa would come through. Again, we could not have been more wrong. At one point I asked for a conference call between Alex, myself and my daughter to "get on the same page". Alex tuned into the call 35 minutes late, yet there was no acknowledgement of his lateness and no apology. This behavior flies in the face of basic decency and thoughtfulness.
And as for the actual "product" ...the menu and food were all over the place; the event didn't flow smoothly; food came out at random times; people were confused; the stations were never prepared or presented as discussed or contracted; Yakitori skewers that were being served for dinner had only one piece of shrimp, chicken or meat; the grill was too slow and too small. People had to stand around and wait.
Vegetables skewers and salad arrived almost with dessert. The salad was over-dressed and there was not nearly enough to meet the demand. French fries appeared cold and late, and were not part of dinner. Lamb chops came out at the end of dinner. The crostini and rice cakes were soggy. Not everyone got wedding cake. I tried many times to ask reasonable, but necessary questions about set-up, flow, stations, format etc. but was met with impatience, hostility and anger. This is simply unacceptable.
I will, however, give a shout out the servers and bar tenders. They we friendly and professional. Some of the food items were well-prepared and well-received. It's such a shame that it is so hard to compliment the chef because of the unnecessarily negative experience he fostered.
GO ELSEWHERE FOR YOUR CATERING NEEDS. DO NOT USE BALBOA. NO FOOD IS WORTH THIS EXPERIENCE. PLEASE FEEL FREE TO MESSAGE ME WITH AN ADDITIONAL QUESTIONS. I WISH I HAD KNOWN THEN WHAT I KNOIW NOW. read more