BRIDEface

Thank you for sharing your experience. We’re sorry the day didn’t feel the way you deserved. We also should have included the makeup touch-up kit listed in your contract and didn't. I apologize for the oversight. As far as your other points, I'd like to provide a bit of context: we request all brides confirm their ready-by time a month out. I provided you with a timeline on July 10th, based on your initial ready-by time, which is when you notified me of a two and a half hours change, eight days before your wedding. Before I could send an adjusted timeline, you asked to increase your makeup count, which because of your new timeline, would have required bringing in a second artist and an added charge, which you declined. Once you declined on July 16th, we sent a confirmation email as soon as we reasonably could, which was the next day, Friday, the day before your wedding, which according to my system you read within a couple of minutes of me sending it. Regarding your makeup and makeup artist, despite otherwise frequent communication, no concern about lashes or the makeup preview was raised with us before the wedding day. If we are made aware of concerns, we are happy to make them right, but we can't fix what we don't know about. We also understand there was a tense moment between your makeup artist and your venue owner on-site regarding a miscommunication about parking location as well, which our artist didn’t initiate. As far as your hair, at your preview, your stylist advised against a half up, half down style given the your outdoor ceremony in an open field in July, due to both humidity and your comfort. She also suggested extensions at the preview to help with hold. Both recommendations were declined, which of course is your choice to make. And as with any outdoor event, we’re never able to guarantee hair will hold in rain or humidity, no matter the preparation. Additionally, you brought in a second hair stylist without notifying us, as is required in our contract. We are not responsible for the results of any changes that may have been made to your hair after our team departs. We keep documentation, including photos and video, from all of our weddings, and we're happy to discuss further offline if helpful. We really do take feedback seriously and have shared this with our team. Wishing you all the best in your marriage. -- Julie