My Fiance rented tables and chairs that we needed for our wedding. It clearly says in the contract and business operations that The Tailgate Guys operate between Monday - Friday until 5 p.m. If weekend services are needed there is an extra fee. We have no problem with the extra fee because our wedding is on a Saturday. They presented us with a contract that stated drop off of equipment will be either thursday or friday before the wedding and picked up monday or tuesday after. My fiance signed it assuming we could request saturday delivery later on, which was a mistake. The company then informed us AFTER SIGNING that they are not available for saturday delivery and set up because they have prior reservations. We cannot drop off the equipment before the wedding and picked up later because of the venue and have no wedding planner or people to set it up if that was the case.
When I called the company, I explained there was some confusion in the emails and asked why they also assumed we wanted the tables and chairs delivered before the wedding. Besides logically; but from a customer service mindset, I would think that the company rep would see that our wedding is on a saturday and EXPLICITLY (that means not rely on ink and paper) say "Hey I see your wedding is on a saturday, is that the day you want your tables and chairs delivered?".
This was a bad entanglement of confusion which is usually where you find customer service lacking, which is what I found. I dont think this is a necessarily bad company, but I think my experience with them was awful. Obviously reviews are good and I asked the manager if they have these confusions and problems frequently and he said no. I assume they also knew they were booked for that saturday and therefore didnt say anything to us assuming it would work out. So bad on us for signing the contract but shame on them for not being thorough enough and correctly guiding us since we are the ones coming to them for the service.