Onyx and Redwood

We recommend looking elsewhere

My husband and I were deeply disappointed by the communication and service with Jessica that we could no longer move forward with her. We reached out to her in March 2020 to have her coordinate our wedding and had put down a deposit. Due to the pandemic we immediately had to shift plans and we asked her, the venue and our DJ if they could shift to a 5 year credit which they all agreed to. Anticipating our 5 year, we reached out to her December 7th 2023 to let her know our intentions of planning our 5 year in 2025. We were able to confirm our venue and our DJ at this time so we felt we should reach out to her as well. With no response, I reached out a week and a half later to check in. She said she was available but had increased her prices. We reached back out same day and didn't hear back a week and a half later and checked in. She had an auto-response that she would be out of office until January 9th. Weird since she never followed up with us beforehand. We reached back out on the 9th and she responded saying she got the dates wrong and thought it was 2024 and if she was available in 2025 she would be there but otherwise it would be her staff to take over. "If I do not book a wedding on that date, then I would continue as your day-of coordinator." Basically saying if another wedding of higher value doesn't come up she would serve us. This left a bad taste in our mouths. We responded back the next day, no response. A week later, no response and an auto-message. 2 weeks later and no response until the 26th even though she was actively posting on social media and going out to cocktails on her stories. Her response was that since our event was over a year out, she was spending more time on other large-scale event clients. She then explained that her socials were run by her husband and 14 year old daughter. The only reason I feel that she finally responded was because we told her that if we didn't have some type of response and resolution by 6pm that day that we would share our experience, which she still didn't respond to until 10pm. Her last response was "I'm really sorry you feel that way. I would hope our previous working relationship would have shown my attention to detail and demand for great service for my clients. You unfortunately caught me at a very busy time during, and just after, the holidays." We had no previous working relationship, and if she was referring to our earlier emails that still didn't show her work ethic. Also if she's charging more, wouldn't she have a higher attention to detail now? I can appreciate being busy, but I would never leave my client hanging and put out an auto-responder message without finishing up a conversation with a client. I would at least send a quick personal email saying, I had got theirs and would respond back as soon as possible. Every luxury planner and vendor we reached out to got back to us within 72 hours, which I find odd she could not manage as we had to wait 16 days for responses. She never apologized other than 'I'm sorry you feel that way'. She didn't even refund our deposit even if it was partial. It was a nightmare trying to get answers from her. She might market herself as luxury, but her service and standard are far from it in our experience. There are far better planners out there and we recommend looking elsewhere.