"Horrible Customer Service and Experience"
September 21, 2012
DO NOT waste your time and breath working with this company. They have awful customer service skills. I tried to contact the owner and another member of manangement after my wedding because of the awful service I had gotten from my DJ, and they both told me there was nothing they could do, because I did not report it "within 3 days of the event." One of them even told me that he did not believe my service was bad, that I had probably spend too much on other vendors and wanted to get money back anyway I could. I was appalled!! It all started with the DJ, Mark not even calling to confirm his presence at the wedding. The day before my wedding, the office called to verify the address of the venue, which was given. I asked if the Mark would be calling to verify details with me. The representative seemed shocked that he had not called already, and gave me his cell to call him. (The company states that he attempted to call me once and could not reach me, and told me, "not sure why his number did not appear in your phone." Interesting how their office and every other vendor was able to reach me with zero difficulty!) When he finally returned my call at 10:30pm the night before my wedding, we discussed what I wanted to see the next day. Not only did he give me a hard time about my music selection being "country" and the order of events at my reception, but I asked a specific request. He was very rude, saying this was a bad idea, not one would do this, and questioned it. After he argued that my idea was not a good one for a few minutes, he went onto say that he was not bringing a cordless microphone, which was part of my contract! After informing him that I had already paid for the cordless microphone, he said he would look into it. (He did end up bringing it to the wedding reception.) The day of the wedding, Mark did not find me or my husband, I had to find him at the bar to talk to him about the bridal party entrance. After the annoucements were made and dinner was starting to be served, people started doing my 'special request.'. At this point Mark was nowhere to be found. It turned out that he had turned on a playlist and was sitting at a guest table, eating a meal that was not set for him. I was unaware that he would help himself to a plated dinner without being invited to do so by the people paying for the meal and the event. (When I told the company this, they told me I should have told him ahead of time that he was 'not supposed to eat.' I did not know that a dinner was a requirement of this vendor? That was not in my contract!). This to me was appalling, as I paid this company to actually DJ my event, not just turn on a playlist and walk away, as I could have had a friend do the same thing. After the 4th song by the SAME artist in a row, I had one of my bridesmaids ask him to please "man his station", and basically do his job. This resulted in dirty looks from him to me and my bridesmaid for the rest of the evening. (Great customer service!) Once again, I had someone ask him to just turn down the music a little when people were singing during dinner to the bride and groom (my special request), which would have been very easy had he been at the DJ table, which he was not. Again, it was my understanding that the music was HIS JOB. Once again, I guess I was wrong. Even after we asked him to turn the music down when people were singing, he returned to a dinner table and ignored the request for the rest of dinner. After dinner, Mark's made many runs to the open bar that was provided for my guests, which would not have been a big deal to me, but it is against policy for his company, which I found out later. (When this was brought up to the company, they told me that I needed 'proof', other than me, my husband, and many guests witnessing him drinking bottles of beer throughout the night.) When I tried talking with this company after my negaitve experience, I was told that I was a liar, and trying to get money from them because I overspent on other vendors from my wedding. They also asked me if we tipped Mark (we did because when we booked, we were told that it was appropriate too), and that because we tipped him, we were obviously happy with tthe service that night. I was also told that because the contract said that we could only make complaints within 3 days of the event, that nothing would happen. When I told them that I had tried to call the day of my wedding (the morning after the awful rude conversation the night before with Mark), to complain and make sure that things would get better that night, there was no one there to take the call, and there was no answering machine to take the request. Elite's response to this was "if you were calling before your wedding to complain, then you were never going to be satisfied with your service", and accused me again for only looking to get my money back. Do not waste your time, money, or frustration!!
This is the subjective opinion of an independent reviewer and not of Decidio, Inc.
"Almost ruined my wedding"
June 12, 2012
Where do I start. I booked their service because my Husband and I have very particular taste in music and they have an online system where you can add songs you want played. I trusted that a moderately priced DJ couldn’t screw things up if I was really specific in my instructions. WRONG. After trying to add out intro and first dance songs I realized they only had 1 of the 4 songs and probably would not have a majority of the music we wanted for dancing. I contacted them 6 weeks before our wedding to tell them I was going to provide a USB with all the songs we wanted to play and I just needed to know how to get it to them. Dave said my DJ would let me know the best way to get it to them. After a month I still had not heard back so I asked again, how do I get the music over to you? About 2.5 weeks before the wedding they told me DJ Mark had been assigned to me and would be contacting me shortly to go over everything. After another week I called them again because DJ Mark had never called. They finally got him to call me 10 days before my wedding. I overnighted him the USB with our songs and an instruction sheet telling him what to play for the last song of the night, what kind of music we like/don't like, how to pronounce peoples names, ect. DJ Mark called me the Monday before my wedding at 9:15 pm (um, some people get up at 6 am, I was already half asleep and thought it was rude to call that late) He said he looked over some of the songs and would spend more time on it this week. I asked him if the instructions and name pronouncing made sense and he said he would let me know if he had any questions. Wedding day: During cocktail hour I stop over to see if he has everything or has any questions, he says no. As we are lining up to do introductions he asks me what song the parents walk out to. My heart stopped. Why would you ask me that when it was on the instructions sheet? So I ask. He "never saw" the instructions sheet in the package with the USB. WHAT????? Why then, when I asked the other day if he understood specific things on the sheet, and if he didn't know WTF I was talking about, why didn't he say anything? So I try to remember everything I had said on it in less than a minute. I about had a panic attack. My Husband was so pissed he almost stopped the introductions to go into the hall and yell at DJ Mark. It was awful. But it gets worse. I had to get up from my dinner to interrupt DJ Mark who was chatting away eating with other vendors (FYI – I didn’t buy you a vendor meal since you were to start at 7 and dinner was served at 7:30 but glad you ate one anyway) to do toasts that should have already been done. We had 3.5 hours of dancing time. Our USB contained 2 hours and 45 minutes of “must play” dancing music and 45 minutes of “suggested” music. Needless to say not only were “must play” songs not played, but three times my husband or I had to tell him to turn whatever song he had put on off. We didn’t want requests, but he took them. He obviously didn’t even listen to the songs we sent to know if they were fast or slow because the whole night was choppy and all over the place. He would stop songs abruptly before they were even over and it would be silent. It was all around terrible. My Husband spent the next day reflecting on our almost perfect wedding and were so disappointment by the DJ. If it wasn’t for the fact that all our other vendors were amazing I would have felt my wedding was a disappointment. You would be better off with an IPod than Elite Signature DJ’s Here is the communication with ESJ: 4/23 – BD paid in Full 4/23 – BD emails ESJ/Dave at 10:53 am and says she has a set list of songs ready and asks how to get them to ESJ. 4/23 – ESJ/Dave emails BD at 1:05 pm that the unknown DJ will let her know how to send the files 4/23 – BD emails ESJ/Dave at 1:25 pm they do not have the introduction song, first dance or mother/son dance songs and asks again what the best way to send those over will be 4/23 – ESJ/Dave emails BD at 1:28 pm and says again that there is no way to send the music until a unknown DJ is assigned and specifies what is the best way to give those files 5/10 – BD submits the event planning form and timeline to ESJ via online portal 5/14 – ESJ/Nancy calls BD for 3 minutes. BD says she has the files and needs to know how to send them 5/21 – BD emails ESJ/Dave at 1:55 pm again asking how to send the music. She offers to mail a USB or upload the files onto a file sharing website like Dropbox 5/21 – ESJ/Dave emails BD at 2:23 pm and says he forwarded the email to operations and my DJ will be calling me soon 5/23 – ESJ/Christy emails BD at 11:27 am and says DJ Mark has been assigned to her. ESJ/Christy says DJ Mark is reviewing the submitted planning forms and will be contacting her shortly. 5/29 – BD emails ESJ/Christy at 8:52 am informing her that DJ Mark has never contacted her. ESJ/Christy never responds to the email 5/30 – BD calls ESJ at 6:02 pm and informs them again that DJ mark has never called 5/30 – DJ Mark calls BD at 6:34 pm and they talk for 4 minutes. BD explains the urgency of getting the songs to DJ Mark. DJ Mark suggests either mailed them to his home or just giving him a USB the day of. 5/31 – BD sends the USB of songs along with instructions for the DJ 6/1 – DJ Mark emails BD at 5:02 pm saying he received the thumb drive and will look over the songs this weekend. 6/4 – DJ Mark calls BD at 9:17 pm and talks to her for 10 minutes. He says he doesn’t know all the songs but will review them. BD asks if the instruction sheet made sense and DJ Mark says he will let her know of any questions.
This is the subjective opinion of an independent reviewer and not of Decidio, Inc.