£795 spent – poor quality, missing photos and now completely ignored
I rarely leave reviews like this, but after giving Premier Events UK the opportunity to resolve this privately and receiving no response at all, I feel other customers should be aware of our experience.
We booked a personalised Vogue box for our wedding celebration on 5th September. The cost was £645 (£495 box hire, £75 personalised name, £35 flowers and £40 travel). We then paid a further £150 for a photo pod, taking our total spend to £795.
Unfortunately, the quality of what we received was extremely disappointing.
The personalised “CONDOR – Wedding Edition” backdrop was badly creased and wrinkled. This wasn't something we noticed only afterwards – it is clearly visible throughout the photographs taken in the box.
What made it worse was that our venue, Premier Banqueting Suite, already had its own Vogue-style photo box available to guests free of charge. We therefore have photographs from both installations at exactly the same event. The difference is obvious: the venue's complimentary box had a smooth, clean backdrop and looked considerably more professionally presented than the box we'd paid hundreds of pounds to hire.
I've included comparison photographs so people can make their own judgement about the difference in finish.
We also paid an additional £150 for the photo pod. On the day, the direct photo-transfer option was via AirDrop, which meant guests without compatible Apple devices couldn't use that functionality in the same way. This limitation certainly wasn't what I expected when paying £150 to add the pod.
Most importantly, after the event we were still waiting for the link to access the photographs stored on the pod.
I therefore contacted Premier Events UK formally, explaining all of the above, providing the comparison photographs and asking them to provide our photographs and propose an appropriate refund. I sent the complaint to both their WhatsApp contact number and their email address and gave them 7 days to respond.
They have not responded to either.
That's probably the most disappointing part. Problems can happen and suppliers don't always get everything right. What matters is how a business deals with a customer when something has gone wrong. We gave them the opportunity to resolve this privately before leaving a review and they simply haven't engaged with us.
For £795, I expected a professionally presented installation, a properly functioning and accessible photo experience, timely access to our photographs and, at the very least, a response when we raised legitimate concerns.
Sadly, that wasn't our experience.
I will happily update this review if Premier Events UK contacts us and resolves the outstanding issues.