I booked my tent and chair rental for my wedding from Masterpiece. My first interaction with them was odd. Any time I would email Billy, the owner, instead of replying to my email, he would send an entirely new email. No big deal in itself, BUT, as the emails got more in depth about pricing, it was hard to follow what I was actually paying for and I had to ask multiple times for invoices which were equally hard to understand and were constantly full of misspellings and incorrect dates. When I called to straighten everything out and get my exact pricing information, Billy was extremely rude. I politely told him that I was having trouble following our email trail and was hoping he could explain it to me and give me a proper invoice. Instead, he starts belittling me saying that his emails are his contracts and that I shouldn't keep contacting him with changes. Then, he tells me that he's "just a simple country boy and doesn't really know how to use email or a keyboard." He goes on to admit that he has no customer service skills and that his wife has told him that he needs to be nicer to clients!!
A week before my wedding, I get a call from his secretary stating that tent delivery would be on the Thursday before my wedding. On the Tuesday before my wedding, I get a call from them saying they would actually set it up on Wednesday since they were dropping off a second tent to the same place. I confirmed that this was fine. I arrive at my venue on Thursday and go down to where the tent was supposed to be set up the day before, Wednesday, and it's not there! They had not set up the tent. At this point, Thursday, the ground was soggy from the previous night's rains. I call Masterpiece and ask why my tent wasn't dropped off, and they said they changed the delivery date (neglecting to inform me or my coordinator) and would have it delivered Friday. THE DAY BEFORE OUR WEDDING DAY, Friday, the weather was terrible and rain had made the ground a muddy mess. We had to go to Plan B and move our reception indoors. Again, we call Billy to tell him that we'd like to pay for delivery and partial setup and for a reservation fee, but we'd like to renegotiate payment of the tent itself since they did not set up the tent on the day that we agreed upon (Wednesday) and then the ground underneath the tent may have stayed dry. Instead of Billy trying to work with us on negotiating the price, he starts YELLING over the phone at my soon-to-be husband in front of all the venue staff. Screaming saying that we are liars and that "your girlfriend" should have to pay for everything! NO discount, nothing. He was extremely unprofessional and unwilling to negotiate. As an OWNER of a company, he should have never yelled at a customer. With customer service as poor as Masterpiece's (admittedly by the owner himself), it is a surprise that they are still in business. read more