Elegant Linens -Hook my Wedding Up

HORRIBLE experience! I ordered table linens, chair covers and sashes. After communicating with Kim for months before our wedding and always paying my balance on time, the linens I ordered arrived a week before my wedding. Everything was shoved in 2 boxes, I removed the chair covers to find that they were unusable. They had creases and wrinkles that would NOT "fall out" as Kim stated after I called her and explained my situation. I took the chair covers to 2 different linen companies in Kansas City and they immediately told me I had a defective product and there was no way that the creases would come out. Kim told me to stick them in the dryer, did that, didn't work. I spent 8 hours on the Saturday before my wedding ironing, steaming, going to the laundry mat and putting the linens in large dryers, etc. NOTHING worked. I contacted Kim again and she kept telling me "honey the wrinkles will fall out", I had sent her pictures via email. I asked who the Independence rep was, as it is stated on their website that they are located in Independence, MO and you can do pick up if you live in the Kansas City metro, but when I asked about pick up so I could save on shipping, it wasn't an option as Kim said their warehouse is in Georgia. Back to contacting Kim on Saturday before my wedding. She answered the phone and once I explained who I was, she was very rude and told me that they were closed and that the "wrinkles" would come out. I explained to her that I had 2 different linen companies tell me that the lines were set. She then got very defensive and told me that she didn't believe me and that she would refund me my money minus the $120 in shipping. I was upset because I was 6 days from my wedding, no linens and now being ripped off. When I said I wanted to talk to local rep, she said "that's me!" and I said then you need to see these linens. She claims she come to the KC metro every weekend to see her family. I told her I would bring the linens to her to prove that the product she sent was defective and give them back so I could get a full refund. She told me that she wasn't going to take time away from her family and she was not taking the linens back on the airplane. We hung up the phone and she called me back and told me to bring linens to her because her and her mom were going to go to her mom's place of business (a laundry mat) and personally steam all the linens. First of all, how very unprofessional to make me take her product to her and second, she spent the whole day saying she was in Georgia but all the sudden in comes out she's in town...very professional women. My maid of honor and I loaded up everything and took it to her around 7pm on Saturday evening. She calls me at 10:30pm and tells me she has never seen anything like this and that they had spent 3 hours trying to remove the creases. She was very apologitic and promised me a full refund. I still had the sashes (she told me to keep them) so I told her I would get them in the mail on Monday. I spoke with her again on Sunday, she claimed to be very sorry. I documented everything in an email and she responded and made it clear that she would "make it right". She owed me $492.92. She first refunded me $344, and after 2 more transactions she still owed me $85.00. She wouldn't respond to emails or phone calls (they don't return calls in 24 hours!). The communication came to an end so I had to dispute the charges with my credit card company to get my money back. It was a nightmare. It might look like she's saving you money but at the end of the day I ended up renting from "Best seat in the house", which was local and the price included set up (they did everything) and tear down (again, came and took the linens at the end of the night! We didn't have to do anything!) and it cost $55.00 more than "Hook my Wedding up". Moral of the story...rent local and stay away from "Hook My Wedding Up".

HORRIBLE experience! I ordered table linens, chair covers and sashes. After communicating with Kim for months before our wedding and always paying my balance on time, the linens I ordered arrived a week before my wedding. Everything was shoved in 2 boxes, I removed the chair covers to find that they were unusable. They had creases and wrinkles that would NOT "fall out" as Kim stated after I called her and explained my situation. I took the chair covers to 2 different linen companies in Kansas City and they immediately told me I had a defective product and there was no way that the creases would come out. Kim told me to stick them in the dryer, did that, didn't work. I spent 8 hours on the Saturday before my wedding ironing, steaming, going to the laundry mat and putting the linens in large dryers, etc. NOTHING worked. I contacted Kim again and she kept telling me "honey the wrinkles will fall out", I had sent her pictures via email. I asked who the Independence rep was, as it is stated on their website that they are located in Independence, MO and you can do pick up if you live in the Kansas City metro, but when I asked about pick up so I could save on shipping, it wasn't an option as Kim said their warehouse is in Georgia. Back to contacting Kim on Saturday before my wedding. She answered the phone and once I explained who I was, she was very rude and told me that they were closed and that the "wrinkles" would come out. I explained to her that I had 2 different linen companies tell me that the lines were set. She then got very defensive and told me that she didn't believe me and that she would refund me my money minus the $120 in shipping. I was upset because I was 6 days from my wedding, no linens and now being ripped off. When I said I wanted to talk to local rep, she said "that's me!" and I said then you need to see these linens. She claims she come to the KC metro every weekend to see her family. I told her I would bring the linens to her to prove that the product she sent was defective and give them back so I could get a full refund. She told me that she wasn't going to take time away from her family and she was not taking the linens back on the airplane. We hung up the phone and she called me back and told me to bring linens to her because her and her mom were going to go to her mom's place of business (a laundry mat) and personally steam all the linens. First of all, how very unprofessional to make me take her product to her and second, she spent the whole day saying she was in Georgia but all the sudden in comes out she's in town...very professional women. My maid of honor and I loaded up everything and took it to her around 7pm on Saturday evening. She calls me at 10:30pm and tells me she has never seen anything like this and that they had spent 3 hours trying to remove the creases. She was very apologitic and promised me a full refund. I still had the sashes (she told me to keep them) so I told her I would get them in the mail on Monday. I spoke with her again on Sunday, she claimed to be very sorry. I documented everything in an email and she responded and made it clear that she would "make it right". She owed me $492.92. She first refunded me $344, and after 2 more transactions she still owed me $85.00. She wouldn't respond to emails or phone calls (they don't return calls in 24 hours!). The communication came to an end so I had to dispute the charges with my credit card company to get my money back. It was a nightmare. It might look like she's saving you money but at the end of the day I ended up renting from "Best seat in the house", which was local and the price included set up (they did everything) and tear down (again, came and took the linens at the end of the night! We didn't have to do anything!) and it cost $55.00 more than "Hook my Wedding up". Moral of the story...rent local and stay away from "Hook My Wedding Up".

Here's my experience with them as outlined by emails:"From: info@ [myevent.com info@myevent.com]Sent: Thursday, October 15, 2009 5:44 PMSubject: Your Order on : http://hookmyweddingup.netHello Amber ***,You made an order on http://hookmyweddingup.netHere are you order details:Billing/Shipping details **** "Note the date. Next correspondence:"Sent: Wednesday, November 04, 2009 2:28 PMTo: hookmyweddingup@yahoo.com Subject: FW: Your Order on : http://hookmyweddingup.netI ordered these samples on October 15th. It has been well over 10 business days, and I'm wondering when I am going to receive these samples.-Amber***""From: Hook My Wedding Up [hookmyweddingup@yahoo.com]Sent: Wednesday, November 04, 2009 2:49 PMSubject: RE: Your Order on : http://hookmyweddingup.netHello, the samples have been shipped and should arrive shortly. Please accept our apologies!"Again, note the date. I received the covers on 11/6 or somewhere around there. Essentially, they totally forgot my order. "From: Miller, Amber Jane (MU-Student)Sent: Friday, November 06, 2009 3:28 PMTo: Hook My Wedding UpSubject: RE: Your Order on : http://hookmyweddingup.net Hello, I received the chair cover samples. I ordered 3, and it was noted on my paypal insert that two of them were the same chair cover, so I only received one, for a total of 2 chair covers (1 folding chair cover, 1 universal). I'm just wondering when I can expect to receive a refund on the 3rd chair cover [that I ordered and paid for]. Thanks!-Amber "Note the date below, again!"From: Amber Subject: RE: Your Order on : http://hookmyweddingup.netTo: "hookmyweddingup@yahoo.com" Date: Sunday, November 22, 2009, 5:38 PMI want a refund on the chair cover you did NOT send me, and a refund on the shipping. It does not cost $10 to pack, handle, insure, track, and ship 2 light-weight chair covers. I've sold on ebay, so I know this as a fact. I wasn't going to ask for a shipping refund, but since it has been 2 weeks since I sent my last email and still no response, I figure it is the very least you could do. Please let me know when I can expect a refund.-Amber""Amber, Hello, we are unable to refund on shipping. In order to provide a refund on the one cover, you will need to return back to us as we shipped you both chair covers. We are a company and our company has nothing to do with eBay. Once the chair cover is returned we will issue a refund but not until then and it will be on one chair cover only. Our shipping rates are calculated not by us. Have a wonderful holiday season.Blessings,Elegant Linens-Hook my Wedding Up"Now I'm getting pissed! Did that email make any sense?!? If they were legit, they would have realized from their inventory lists that they failed to send me a chair cover I paid for, and they would have sent me a refund. That's just what businesses do. Instead, they wanted me to ship the entire order back on my dime to refund the chair cover they never sent! "From:Amber Sent: Sunday, November 22, 2009 7:12 PMTo: Elegant Linens-Hook my Wedding Subject: RE: Your Order on : http://hookmyweddingup.netOk. Please actually read the email. I said I USED EBAY, so I know how much it costs to ship things. Not that YOU used ebay - I did. got it yet?ALSO, I ORDERED 3 CHAIR COVERS, ONLY RECEIVED 2, WAS BILLED FOR 3. REFUND MY MONEY. YOU OWE ME FOR THE COVER AND SHIPPING, BUT I'LL LET THE SHIPPING GO BECAUSE IT IS POINTLESS TO ARGUE WITH YOU. REFUND MY MONEY. REFER TO MY PAST EMAILS IF YOU HAVE FURTHER QUESTIONS. PLEASE READ THIS AGAIN SO YOU DON'T SEND ME ANOTHER WORTHLESS EMAIL.YOU SHOULD REFUND THE WHOLE THING SINCE ALL YOU'VE DONE FROM THE BEGINNING IS SCREW UP. SHALL I REMIND YOU?1) FORGOT MY ORDER COMPLETELY. ONLY AFTER AN EMAIL 3 WEEKS LATER DID YOU ACTUALLY SEND THE COVERS2) I ORDERED 3 COVERS, BUT YOU NOTED ON MY PAYPAL RECEIPT THAT TWO OF THEM WERE THE SAME THING, SO ONLY 2 COVERS WERE SENT. IN THE BUSINESS WORLD, YOU SEND YOUR CUSTOMERS WHAT THEY ORDERED. IF THEY ORDERED 3 COVERS, YOU SEND 3. HOWEVER, IN THIS ONE PARTICULAR CASE, IT WAS FINE TO LET ME KNOW THAT TWO OF THEM WERE THE SAME. IT WAS FINE THAT YOU ONLY SENT ME TWO. HOWEVER, I PAID FOR 3, SO REFUND THE THIRD ONE.3)I STILL HAVEN'T RECEIVED A REFUND.ANY OTHER QUESTIONS? REREAD THE EMAILS. I ALSO STILL HAVE THE PAYPAL RECEIPT, AND YOU SHOULD HAVE A RECORD OF IT TOO. PLEASE JUST GIVE ME THE REFUND,""We never forgot your order and don't know who informed you of that. We clearly state we ship within 10 business days. We will refund you for one linen. Sorry for the problems you feel you encountered as we provide 100 customer service. God bless! ""From:Amber Subject: RE: Your Order on : http://hookmyweddingup.netTo: "hookmyweddingup@yahoo.com" Date: Sunday, November 22, 2009, 7:33 PM No one had to inform me that you forgot my order. 10 business days turned into 16 or 17 business days, not including the day I ordered them or Saturdays (which are business days for many - including some shipping companies). I ordered them on October 15th, and didn't get them until November 7 or 8. That's almost a whole month's worth of days. Only after I sent a reminder email on the 4th of November did someone finally remember my order, and what do you know? I received them a couple of days later. If I hadn't sent that email, I am confident you would have kept my $23.50 and never sent me my covers.Thank you for finally refunding my money. I will be watching my bank account for it.And I DID encounter problems with your business. I didn't "feel" anything. You have actual and real problems that you need to work out. I am paying double your price somewhere else for covers that don't fit as well because of how unreliable EVERY INTERACTION was with you. You can tell yourself you have all the customer service in the world, but I have had to be on your backs CONSTANTLY to get back my money - which was a mistake you all should have caught a LONG time ago.""Amber, I am not going to entertain you. FedEx Ground doesn't run on Saturday nor UPS Ground. I am glad you found linens we have several hundreds of happy customers. Your $27.00 isn't important to us. Best Wishes in all you do. Blessings,Elegant Linens-Hook my Wedding Up"$27? Where did they get that? This woman could not even read and comprehend an email! She always commented on points that we NOT important or relevant! They were absolutely crazy, unreliable, unprofessional, and there was no way to deal with them. I tried being nice and understanding in my first emails, but after weeks of nothing out of them, i was fed up! Take your business elsewhere unless you want to be screwed over! This is not a real business! I wish I could have given them 0 out of 5 stars. I cannot express how terrible my experience was with them. Don't waste your time!

I ordered a sample of my color and loved it. But when I received my linens a week before my wedding they were a completely different color! They offered to work with me but informed me the the orginal color was not available which caused me tons of stress. Eventaully I decided to stick with the color they had sent me and my wedding turned out beautiful anyway! No one else knew what happened but the extra last minute stress was annoying. Linens were great quality for the price.

I worked with Kim also. I am a wedding planner and ordered my client 200 white banquet chair covers in May for a wedding October 1st. They were white simple something we could check off the to-do list. When the boxes of covers arrived we inspected the boxes and opened one to "try on" a chair cover at the reception site. The chair covers were each individually wrapped with a label that read "banquet chair cover" The cover fit the chair and it appeared that the product was what we had ordered. Fast forward to September, two weeks before the wedding I have started to iron the lines out of the chair covers. As we have opened the individually wrapped chair covers we have discovered that over half of the covers are mistakenly labeled "banquet" and are actually "folding chair" which means they have a square top and will not fit our chairs. We were sent a mixture of correctly labeled and mislabeled chair covers in two different size. I contacted the company as soon as their mistake came to my attention that they sent me the wrong product. This was 3 months and a week after I initially placed the order. It took several emails and phone calls but we were able to come to an agreement that worked for them as well as my bride. I'm glad to see that they were able to correct their mistake for the sake of my bride however it did cause my client much unneeded stress. As a planner I am about customer service. I would have liked to have seen the company correct their error right away but it took a lot of pushing and angry words to get them to do the right thing. They only wanted to correct their mistake if I paid return shipping. I didn't feel this was fair to my client because it wasn't their fault that 'Hook my Wedding Up' sent the wrong items mislabled. In the end it all worked out. I will say though that a handful of them were imperrect with stitches out of place making about 5 of the covers unusable. We ordered a few extra to begin with so it did not cause a problem for us. The covers looked beautiful and pulled the whole room together.For the price it's a great buy you just have to be on top of checking your order over way in advance of your big day. Chair covers are a beautiful addition.I highly caution brides ordering any linens to check every single one. Open them out of the plastic and inspect them. As a planner if we had discovered two different sized chair covers on a wedding day it could have been very bad. Thank you to Elegant Linens for fixing this error in time for my couple's special day.