EZ Way Rental Center (Bennington, VT Wedding, Party & Equipment Rental)

10/19/23 update: We seek to create a positive experience, and have consistently done so for over 9 years under current ownership. While this situation has not come up before, we have taken steps to make absolutely clear that sides, lights and other items are not included in the base tent price. And that all photos are representative of customer setups and requests. Additionally, we're reviewing our procedures for last minute change situations to ensure we're not missing anything and that these situations result in a successful event. We certainly would like to avoid this situation in the future, and will work even harder with customers to obtain timely, accurate information needed to ensure a successful event. --- Original Response: While we seek to have every situation be a positive and exciting experience, we need customers to provide key information accurately and in a timely manner. In this case the customer did not reserve tables and chairs with us, and even had the wrong size of tables when she tried to indicate what needed to fit under the tent. So yea, the tent size is not going to be correct when you have no idea what's going under it. So, days before delivery we scrambled to switch the size of tent, which was larger and required additional crew. In reality, we should not have offered this option, as the new tent took additional time and people, pushing our schedule to the limit. But as always, we do our best to adapt to customer needs. When a customer reserves tables and chairs with us, we're able to appropriately size the tent - however some customers choose (as did this customer) to simply order a tent size with us and in then in this case, came into our shop and very close to the delivery date found a solution to correct the problem, at great cost and effort on our side. And no, we would not offer a refund in this situation, in fact, there should have been a surcharge for the additional effort and overtime resulting from the customer's significant and very late changes to the order. We are flexible and responsive to customers , however we need to have reasonable partners in projects who allow a reasonable amount of time to plan and adjust an order. In a typical situation we would talk with a customer about the order, but given this customer's very last minute changes, this was out of our normal process and not representative of how nearly all of our projects roll out.