Amy and Tim Hepi were over the moon when they won a $25,000 wedding package that included a lavish $11,000 reception at the Bella Portofino venue in Shellharbour.
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But the couple’s big day deflated into a disappointing debacle and seven weeks later they are still in dispute over the alcohol tab.
Mrs Hepi has complained to NSW Fair Trading over ‘‘poor customer service’’ at Bella Portofino, stating the function centre did not provide ‘‘what was promised and paid for’’.
‘‘Also they are not providing receipt or evidence of bar tab being used at our function. I think they owe us money,’’ their written complaint lodged on July 20 said.
Mrs Hepi said she based the guest numbers around the prize value but was charged more.
‘‘When I questioned it they said it’s a little bit more because you won a prize. How is that fair? And it doesn’t state that in the terms either,’’ she said.
‘‘There were no antipasto or fruit platters which were included, no smoke machine for the bridal waltz and overall the service was horrible,’’ Mrs Hepi said in her complaint.
‘‘I have sent them numerous emails, rang and left messages but they still aren’t doing anything about it. It has been seven weeks now.
‘‘They only had one till on the night so my question is how do they work it all out? There was drinks included in the package, then there were complimentary spirits for the bridal party, then you had people buying their own drinks and finally the bar tab.
‘‘When Dad asked how they work it out, they said ‘we write it on a bit of paper’. That is ridiculous.’’
The complaint comes on the back of mounting speculation the function centre business is facing difficulties and manager Manuel Taradasis has moved to allay customer concerns.
He confirmed the business closed down for three days two weeks ago after issues with a disgruntled employee but said he was working overtime to get things back on track.
‘‘We copped 180 phone calls in that two to three-day period but we did the bridal expo on the weekend, people saw us there, that we are still operating and getting heaps of inquiries,’’ Mr Taradasis said.
He confirmed he knew of Mrs Hepi’s complaints to NSW Fair Trading and said he had no way of confirming the bar tab because the internal trouble within the business had resulted in client files, supplier files, invoices and other paper work missing.
He said he had purchased new laptops, got IT experts working on the problems and was doing everything he could to fix the situation and resolves all issues.
But for the bride with so much expectation, the drama has left a sour taste in her mouth.
‘‘My overall experience wasn’t good but we made it a good night,’’ she said this week.
‘‘A bride should get to their wedding and be looked after and shouldn’t have to worry or stress about anything but that’s all I did all night.’’
She said she was thankful to have won such a great prize but felt extremely let down.
‘‘I sent them an email explaining everything that went wrong and what I was disappointed in and they didn’t even have the decency to contact me,’’ she said.
‘‘It took a few more emails from me asking why isn’t anyone replying to my email and two weeks later for them to respond. That’s no way to run a business.’’
Do you know more? Email cos@illawarramercury.com.au