Am I being ridiculous? (Caterer question)

hellosweetie1015

I contacted a restaurant on Sunday, February 1st, to try and get a catering quote. The restaurant came HIGHLY recommended, so I was excited to see what they might have to offer. 

I discussed the things I needed included on this quote on Monday, February 2nd, and then touched base on Wednesday, February 4th (with no response) and Wednesday, February 11th. At that point, they sent me a "We're working on Valentine's and will have you a quote ASAP" message. 

Is it unreasonable to tell them that waiting over two weeks for a simple quote (that I KNOW takes less than five minutes to do) is absolutely ridiculous, and I no longer feel comfortable working with them?

Below is the message I intend to send them:

Hello,

I contacted you first on Sunday, February 1st regarding a possible quote for a 50-person event in October. I spoke with someone on Monday, February 2nd regarding that quote, and was told that this person would "work it out real quick". 

On Wednesday, February 4th, I asked for an update and received no response. 

The following Wednesday, February 11th, I asked for an update and received a response stating that the restaurant was preparing for Valentine's Day but soon after, I would have an invoice.

At this point, I have waited over two weeks for any sort of substantive response from you guys. I cannot move any further in my planning without your quote, as I expect the catering costs will take the largest portion of my budget. Since I have not received so much as a ballpark number from you, which should have taken approximately five minutes as it has from other caterers I've interacted with, I am uncertain as to whether  I wish to continue working with you in the future. I have significant concerns about whether or not I will be able to contact you as the event draws closer to hammer out details, and I am extremely concerned that if I have a last-minute issue, it will go ignored until it is too late to resolve.

For those reasons, please consider this a cancellation of my quote request. I expect prompter responses and service from a restaurant that came as highly recommended as your restaurant did, and I am extremely disappointed.

msuprincess04

I think you are overreacting. I know this is a big deal for you, but it may also be a busy time for them. And just because you think it should take 5 min, doesn't mean that it actually will. If you were that specific in the quote request, it may take more time to put together the specific quote. I'd probably chill for another week or so. But, it's ultimately up to you.

mikenberger

hellosweetie1015 said:

I contacted a restaurant on Sunday, February 1st, to try and get a catering quote. The restaurant came HIGHLY recommended, so I was excited to see what they might have to offer. 

I discussed the things I needed included on this quote on Monday, February 2nd, and then touched base on Wednesday, February 4th (with no response) and Wednesday, February 11th. At that point, they sent me a "We're working on Valentine's and will have you a quote ASAP" message. 

Is it unreasonable to tell them that waiting over two weeks for a simple quote (that I KNOW takes less than five minutes to do) is absolutely ridiculous, and I no longer feel comfortable working with them?

Below is the message I intend to send them:

Hello,

I contacted you first on Sunday, February 1st regarding a possible quote for a 50-person event in October. I spoke with someone on Monday, February 2nd regarding that quote, and was told that this person would "work it out real quick". 

On Wednesday, February 4th, I asked for an update and received no response. 

The following Wednesday, February 11th, I asked for an update and received a response stating that the restaurant was preparing for Valentine's Day but soon after, I would have an invoice.

At this point, I have waited over two weeks for any sort of substantive response from you guys. I cannot move any further in my planning without your quote, as I expect the catering costs will take the largest portion of my budget. Since I have not received so much as a ballpark number from you, which should have taken approximately five minutes as it has from other caterers I've interacted with, I am uncertain as to whether  I wish to continue working with you in the future. I have significant concerns about whether or not I will be able to contact you as the event draws closer to hammer out details, and I am extremely concerned that if I have a last-minute issue, it will go ignored until it is too late to resolve.

For those reasons, please consider this a cancellation of my quote request. I expect prompter responses and service from a restaurant that came as highly recommended as your restaurant did, and I am extremely disappointed.

Yeah, there seems to be a huge time gap between their communications. Your paragraphs are a little misleading though. You start to say that you're uncertain and then by the end, you've completely cut off the conversation and ask them to withdraw your quote request. I probably wouldn't include all the fluff about the catering costs/budget etc.

I would just simply state after outlining the communication breakdown. "I have concerns whether your restaurant would be prompt in future communications regarding catering so I am opting to withdraw my quote request from your restaurant for my wedding on X/X/XXXX. Thank you."

MyNameIsNot

I wouldn't bother with the email at all. It's a quote request, not a binding offer. There's no reason to withdraw it. 

Instead, I would just start getting quotes from other caterers. If this one gets back to you in the meantime and the quote is comparable, maybe consider them. If they continue to flake or you find something better, no harm no foul. 

If they do get back to you and you decide not to use them, you could go ahead and respond with "thanks for finally getting me the quote, but after the continued unresponsiveness on your part, I've decided to take my business elsewhere." 

hellosweetie1015

MyNameIsNot said:

I wouldn't bother with the email at all. It's a quote request, not a binding offer. There's no reason to withdraw it. 

Instead, I would just start getting quotes from other caterers. If this one gets back to you in the meantime and the quote is comparable, maybe consider them. If they continue to flake or you find something better, no harm no foul. 

If they do get back to you and you decide not to use them, you could go ahead and respond with "thanks for finally getting me the quote, but after the continued unresponsiveness on your part, I've decided to take my business elsewhere." 

Well, FI is in the industry, which is the only reason I'm asking - if it weren't for him, I'd be giving them more time like @msuprincess04 said, because "Valentine's is busy season" and all that. FI said to email them and let them know I'm no longer interested, and why, so that A. they know for future customers and B. they might respond faster, at which point we can discuss whether we (FI and I) feel as if it's worth continuing discussion, because their food did come so very highly recommended.

ETA: I am already gathering other quotes. They were just my first choice. So I'm pretty disappointed.

southernbelle0915

I get being annoyed, but don't start tossing out ultimatums just yet. They at least could have sent you an email after valentine's day and said "sorry for the delay, we'll get you a quote by XX date." I'm sure you wouldn't be annoyed if they had at least given you a status update.

I would just say:

"Hi (event coordinator):

We initially touched base on 2/1 about (name of restaurant) providing a quote for my upcoming wedding. I got all the information required to you on 2/2. I didn't hear anything from you so followed up on 2/11. I still haven't received a quote so I'm following up today. 

We are also pursuing quotes with other restaurants/caterers and we need this quote to help us make a decision. Please let me know a date when you can have this information to us because we'd like to keep (restaurant name) in the running.  

Sincerely,

hellosweetie"

I would find out who the general manager is and CC them. S/he needs to know about the lack of communication (even if it's just a status update) and possible loss of business due to a simple email not being sent.

hellosweetie1015

southernbelle0915 said:

I get being annoyed, but don't start tossing out ultimatums just yet. They at least could have sent you an email after valentine's day and said "sorry for the delay, we'll get you a quote by XX date." I'm sure you wouldn't be annoyed if they had at least given you a status update.

I would just say:

"Hi (event coordinator):

We initially touched base on 2/1 about (name of restaurant) providing a quote for my upcoming wedding. I got all the information required to you on 2/2. I didn't hear anything from you so followed up on 2/11. I still haven't received a quote so I'm following up today. 

We are also pursuing quotes with other restaurants/caterers and we need this quote to help us make a decision. Please let me know a date when you can have this information to us because we'd like to keep (restaurant name) in the running.  

Sincerely,

hellosweetie"

I would find out who the general manager is and CC them. S/he needs to know about the lack of communication (even if it's just a status update) and possible loss of business due to a simple email not being sent.

You're gonna judge - but the only way I could get in touch with this restaurant was either Facebook, or calling during business hours, which was hit or miss on whether I got through, and I never got someone who could help me when I did get through. I requested someone email me, both over the phone and through Facebook, so that I was using some legitimate written form. 

The more I think about it, the more I think I'm not okay with this whole mess. 

And hell yes I'd still be annoyed. Every other option I've spoken to has given me a ballpark ("It'll be about $400 all told") quote on the phone with them right then. No freaking two week wait. Half of them didn't even put me on hold. So yes, I'd still be annoyed. (ETA: This is my annoyed level at the restaurant. Sorry, it came out angrier than necessary.)

lyndausvi

I don't think you are ridiculous in feeling annoyed that they have not gotten back to you in 2 weeks.

I do think that letter is ridiculous.     Every company works differently.  A small business like a restaurant often do not have dedicated sales staff for events.  Which means the contact person may wear a lot of different hats.  The here and now are always going to take priority over something in the future.  It's just the way the business works.

   It's all great that YOU think it should only take 5 minutes, that doesn't mean it actually does.   Big event places normally have an event packet already created.  Restaurants, not always.   A lot of the times the contact person needs to get prices from someone else, like the chef. Which adds another person to track down into the mix.  

I don't blame you for being annoyed.   You have to realize that not every business NEEDS your business.  True story.  If you sent that letter to me I wouldn't lose any sleep over it.  Unlike an event halls, big parties are not needed to survive.  In a lot of ways big parties in a restaurant  are more hassle they are worth.

tammym1001

hellosweetie1015 said:

MyNameIsNot said:

I wouldn't bother with the email at all. It's a quote request, not a binding offer. There's no reason to withdraw it. 

Instead, I would just start getting quotes from other caterers. If this one gets back to you in the meantime and the quote is comparable, maybe consider them. If they continue to flake or you find something better, no harm no foul. 

If they do get back to you and you decide not to use them, you could go ahead and respond with "thanks for finally getting me the quote, but after the continued unresponsiveness on your part, I've decided to take my business elsewhere." 

Well, FI is in the industry, which is the only reason I'm asking - if it weren't for him, I'd be giving them more time like @msuprincess04 said, because "Valentine's is busy season" and all that. FI said to email them and let them know I'm no longer interested, and why, so that A. they know for future customers and B. they might respond faster, at which point we can discuss whether we (FI and I) feel as if it's worth continuing discussion, because their food did come so very highly recommended.

ETA: I am already gathering other quotes. They were just my first choice. So I'm pretty disappointed.

I doubt that this is going to happen since in the e-mail you tell them that you no longer want a quote. If you really like this restaurant and still want to consider working with them then I would simply contact them again and ask them about a quote.

I own a business and TBH if a customer told me they no longer wanted to work with me I wouldn't be calling them and begging them to please consider me. If they contacted me later and had changed their mind I would probably tell them we weren't interested. We have enough business to keep us busy and every single person can't be our top priority. It sounds like this restaurant might be the same way. That's just how businesses work sometimes. 

ETA: My above paragraph sounds kind of harsh, but I didn't mean it like that. Customers are all important, but when we have 100 customers they can't all be #1. Some people have to get pushed to the bottom of the list. It's just not possible for a small business to do everything for everyone all at the same time.

hellosweetie1015

I guess you guys are right. 

I did email them; I said I needed some kind of status update as soon as possible or I would be forced to move on. I got a ballpark back (within ten minutes) of $10/head. Which is not bad.

I am just very put off with the whole thing now. FI is a chef with one of the restaurants in our area, and frankly if a catering quote was put off for two weeks there, heads would roll. The only reason I'm not getting a quote from them is because we're not getting married here.

lyndausvi

hellosweetie1015 said:

I guess you guys are right. 

I did email them; I said I needed some kind of status update as soon as possible or I would be forced to move on. I got a ballpark back (within ten minutes) of $10/head. Which is not bad.

I am just very put off with the whole thing now. FI is a chef with one of the restaurants in our area, and frankly if a catering quote was put off for two weeks there, heads would roll. The only reason I'm not getting a quote from them is because we're not getting married here.

Shit happens.

Just last week a bride called about a quote.   Our coordinator has cancer and was out that day for chemo.  Chemo made her sicker than normal and it took a few days for her to get emails.   Being a small place there was not backup. She just answers emails from her home when she is feeling up to doing work.

She got the email she finds out she needed DH (a chef) to answer some questions.   Of course,   DH was on  his scheduled day off.  Normally he would answer questions on his day off, but he was skiing and had no phone reception. DH is known for quick responses I'm guessing she didn't bother to send an email thinking DH would get back to her soon.

 Fast forward 8 hours DH gets home and wants to type up a menu.  But he can't because he has other questions.   Coordinator is now doing something with the kids.    She finally gets him the answer, DH works on the menu, then has more questions, then works on it some more.   Finally the next morning they get the quote out.

In a prefect world it would get out quickly.  But that is not always the case.  They are not just sitting there waiting for your email.  They are not looking at FB all day long looking for a post.  They might be off  or working on other stuff.

2 weeks is too long.  I agree, but they other stuff about how long it takes to put together a quote is BS.  It's not up to you. 

[Deleted User]

hellosweetie1015 said:

I contacted a restaurant on Sunday, February 1st, to try and get a catering quote. The restaurant came HIGHLY recommended, so I was excited to see what they might have to offer. 

I discussed the things I needed included on this quote on Monday, February 2nd, and then touched base on Wednesday, February 4th (with no response) and Wednesday, February 11th. At that point, they sent me a "We're working on Valentine's and will have you a quote ASAP" message. 

Is it unreasonable to tell them that waiting over two weeks for a simple quote (that I KNOW takes less than five minutes to do) is absolutely ridiculous, and I no longer feel comfortable working with them?

Below is the message I intend to send them:

Hello,

I contacted you first on Sunday, February 1st regarding a possible quote for a 50-person event in October. I spoke with someone on Monday, February 2nd regarding that quote, and was told that this person would "work it out real quick". 

On Wednesday, February 4th, I asked for an update and received no response. 

The following Wednesday, February 11th, I asked for an update and received a response stating that the restaurant was preparing for Valentine's Day but soon after, I would have an invoice.

At this point, I have waited over two weeks for any sort of substantive response from you guys. I cannot move any further in my planning without your quote, as I expect the catering costs will take the largest portion of my budget. Since I have not received so much as a ballpark number from you, which should have taken approximately five minutes as it has from other caterers I've interacted with, I am uncertain as to whether  I wish to continue working with you in the future. I have significant concerns about whether or not I will be able to contact you as the event draws closer to hammer out details, and I am extremely concerned that if I have a last-minute issue, it will go ignored until it is too late to resolve.

For those reasons, please consider this a cancellation of my quote request. I expect prompter responses and service from a restaurant that came as highly recommended as your restaurant did, and I am extremely disappointed.

I get your point of notifying them that you are unhappy. I would just remove the section I marked through. Notifing them that they no longer need to work on your quote is professional and letting them know of your experience is good too, that is something they can work on. But I would leave it at that. Had they told you upfront that it would take say 4 days to respond with a quote & then when you followed up they tell you that due to preparing for valentines days that your quote wouldn't be ready until say Feb. 17th, then at least you would have had expectations and not just left with, we'll get it to you soon.

hellosweetie1015

@lyndausvi I guess my "five minute" statement wasn't necessarily fair. I do understand that there aren't robots in the small-scale catering industry yet, and I'm sorry for coming across that way. 

I'm just still really frustrated about the whole thing, I guess. I've had about 7,000,000,000 plans fall through on me with this wedding, and I thought maybe this would stick and it's turned into a hot mess as well. It's whatever, though. I'll get over it, or we'll elope. 

Fran1985

Your feelings aren't ridiculous, but your email is. Thats the kind of email that ends up going viral on buzzfeed for being a huge overreaction. If you no longer want to work with them just send a two sentence "Hey XXX, I just wanted to let you know that I no longer need a quote - we are looking into other options because I am worried that you won't be able to get back to me in the time I need to make decisions." There is no need to do a four paragraph email to "withdraw" a quote request.

JoanE2012

hellosweetie1015 said:

I guess you guys are right. 

I did email them; I said I needed some kind of status update as soon as possible or I would be forced to move on. I got a ballpark back (within ten minutes) of $10/head. Which is not bad.

I am just very put off with the whole thing now. FI is a chef with one of the restaurants in our area, and frankly if a catering quote was put off for two weeks there, heads would roll. The only reason I'm not getting a quote from them is because we're not getting married here.

Is that what you were looking for?  Ballpark quotes?  You said what you wanted when you wanted......I would expect you'd get a firm quote.

hellosweetie1015

JoanE2012 said:

hellosweetie1015 said:

I guess you guys are right. 

I did email them; I said I needed some kind of status update as soon as possible or I would be forced to move on. I got a ballpark back (within ten minutes) of $10/head. Which is not bad.

I am just very put off with the whole thing now. FI is a chef with one of the restaurants in our area, and frankly if a catering quote was put off for two weeks there, heads would roll. The only reason I'm not getting a quote from them is because we're not getting married here.

Is that what you were looking for?  Ballpark quotes?  You said what you wanted when you wanted......I would expect you'd get a firm quote.

Not really, no. I asked them specifics, with the dishes I wanted off the only menu I could find, in a quantity fit for 50 people (which is almost double my guest list; I figure too much is much better than too little). But I only have ballparks from the ones I was less interested in, which is why they were so much quicker, I guess.

It's better than nothing though, I guess. They gave me something to work with, it's comparable to just about everything else I've gotten so far, and the FILs say it's the best non-chain Italian in the area as far as food goes. I can do more with ballpark than I can nothing.