Customer service is not their strong point. There was bad communication regarding the delivery and set-up of their equipment for a Wedding. I understand "things" happen, but how one deals with problems defines their character. Taylor did not do a good job resolving problems or communicating their position in a civil, professional, manner.
In short, I called Taylor for help the morning of the Wedding. They delivered the tent, chairs and lights to the venue before the venue staff was there. Items were in the wrong spot and not installed (lights). I called Taylor several times in the morning asking them to come back, but they could not (or would not). With limited time left to get things in order we gave-up on them and did the best we could do with family to correct the problems. It was hectic, but we handled it. All was good and back on track.
I was not thinking anymore about Taylor as we were now focused on the ceremony. Then an hour before the wedding was to begin, Nancy (who I believe is the owner) called me to say they can have someone out to the venue in an hour. I told her the problems were handled, that I was disappointed in their performance and the quality of the products, and asked to talk on Monday.
At this point her tone changed. She became rude, disrespectful and defensive. I told her my son was getting married in an hour and now is the right time for this conversation. I again asked if we can speak on Monday. I expected a simple "yes - Monday is fine." But that is not what I got. She became more aggressive and tried to defend indefensible situation. She next accused me of using "foul" language at her employees. She did not ask me if I spoke inappropriately to her staff, but just accused me of swearing at them. Before the call, I am in a great mood, my wife family are excited about the event and we are preparing for our first wedding. Then I get this call.
After she made the false accusation, I stopped her and said she received the wrong facts. She continued to accuse me of swearing at her staff. I stopped her again and told her she was wrong and to get the employee on the phone that told her that and let's have a conversation. I think she was surprised at my request and I had to repeat the request several more times before she got the employee in the room. When she finally did get the employee in the room, the story changed, and he said I did not use foul language.
Unfortunately, even after she learned she was wrong, made a false statement against a customer, created chaos on our special day she went back to an aggressive, rude tone.
At this point I just hung up, because she would not listen and there was no benefit to continuing the call.
Again, problems do come up. I think I am reasonable most of the time. If we would have held off on a discussion until Monday all would have been fine, but her consistent, aggressive and emotional tirade compelled me to post my experience. A simple "yes" to a discussion on Monday would have been preferred. Then an apology after she realized she was wrong should have happened immediately. read more
