Second Song

Hey Kurea. Firstly, I want to thank you for your time in providing us with this information and bringing this to my attention. Secondly, and most importantly, we are just really sorry that this is the experience you were left with following your wedding and after going through the process with Second Song. At our end, we are humbled, extremely bummed out, and looking internally to ensure that we address your concerns. As you can see from the near-perfect other reviews we have, we pride ourselves not only on our performance, but the customer service and care we provide all our couples in the run up to their wedding. The music, entertainment, and DJ services are meant to be fun, and our goal is only to make it an enjoyable process from booking through to the wedding day. It sounds like I personally let our team down on this occasion, too, and did not set the right tone for your experience overall. For that, I apologize and take full responsibility. I did search through all our email correspondance, and couldn't pinpoint any cases where there had been any conflict or that stood out. So I assume it was perhaps a phone call, and I might have been rushed and not given you the time you deserved. My cell phone is linked to the business and sometimes I am running around with family and my kids and take calls when perhaps I shouldn't. My lesson is to let it go to voicemail and get it later. That is better than answering to get people the answers they need, but not providing the right kind of tone and positive service. If I am mistaken and there was another instance you are addressing, please let me know. We only want to learn and improve. I know you did reach out to our Live Music team to thank them for the experience, so we appreciate that. In terms of the DJ/MC service, we did have one of our most experienced DJs at the Wedding, and someone who has only received positive reviews throughout his entire career. So I was a little shocked it didn't meet expectations. I know sometimes people can have an off day, where they are not hitting 100%, and sometimes there can be circumstances outside of our control that we don't adapt to quickly enough. The DJ mentioned to me that the amazing Helicopter Grand Entrance caused a bit of confusion between the planner and some fo the vendors, and he did his best to navigate the situation. With it being a somewhat unique situation, it sounds like there was some maneuvering and last-minute adjustments that the DJ rolled with and tried to follow direction, but caused some of the confusion to open the wedding and head into the first dance. All of us at Second Song do this because we love what we do, and our intentions are only to provide the best possible experience to our couples and leave them with positive memories. We didn't make that happen this time around, and we are truly sorry. No matter the circumstances, we will be making the adjustments to ensure this never happens again. We are always open to continuing the conversation and wish you nothing but the very very best. Rob - Second Song CEO