Grace’s Place

My event coordinator-Customer service is our priority and all smiles is how we address each and every person we come in contact with at event, not just brides. I am shocked at this review as I worked this event and I personally asked you amd groom during meal if you needed anything else and both said " no, everything is so good". The guests returned for second helpings and there were no cocktails left. The people we encountered were pleased. The food was served later than expected due to running behind schedule however all food is kept over heat. Food was hot! We cleared the tables and there were no mass plates that had food left as if it was bad. Most plates were empty-Amy Thank you for taking the time to share your feedback. While we are disappointed to read this review, we do feel it is important to clarify several details regarding your wedding day. First, our contract clearly states that our catering staff will be on-site for four hours. Unfortunately, your wedding timeline was running behind, which affected the timing of food service and required our staff to remain beyond the contracted time. Regarding the chicken tenders, we prepare our food with the intention of serving it fresh and at its best quality. Unfortunately, chicken tenders can only remain in a warmer for a limited amount of time before the texture and moisture begin to change. When a wedding timeline runs behind and food must be held longer than anticipated, it can affect the overall quality. While we certainly understand your disappointment, those circumstances were outside of our control. As for the cake cutting, you originally informed us that you had someone designated to handle that service. You were also informed that there would be an additional charge if our staff was asked to cut and serve the cake. Cake cutting was not included in your contracted services. The additional invoice was not simply for cutting a cake for 10 minutes, as your review suggests. It also reflected the additional staffing time required beyond our contracted four hours. Our employees are paid for their time, and additional services and extended hours come with additional expenses. We always strive to communicate our policies and expectations clearly before an event, which is why these details are addressed during the planning and contracting process. On a personal note, I am disappointed to hear that you felt I was rude or uncommunicative. I work extremely hard to accommodate our couples while balancing the responsibilities of running a business, managing multiple events, and raising a family. It is never my intention to make anyone feel that their questions or concerns are an inconvenience. We understand that your wedding day is one of the most important days of your life, and we take our responsibility as a vendor very seriously. However, we also believe it is important to recognize that contracted timeframes, agreed-upon services, and unexpected timeline changes all play a role in how an event unfolds. We are truly sorry that your experience did not meet your expectations. We stand behind the hard work of our team and the countless hours that go into making each wedding successful. We wish you both nothing but happiness in your marriage. Hannah Marchbanks Grace’s Cafe & Catering