Hitched & Highlighted - Pro Video & Content Creation

Hi Ellie! We’re sorry this situation happened on your wedding day and understand how frustrating it was to receive that news so close to your scheduled start time. We do want to clarify a few details for anyone reading this review. We notified you approximately 25 minutes before the scheduled start time, not 10 minutes. Unfortunately, 25 minutes was still much closer than we would have wanted. Our content creator’s vehicle broke down on the side of the road, leaving her stranded while waiting for roadside assistance, and she was not within distance to go pick her up (we tried this and Uber). We immediately began contacting our backup team members and reached out to more than 10 potential replacements. We are generally able to find someone to step in when an unexpected emergency occurs, which is why we continued working through our options before notifying you that we could not provide coverage. Unfortunately, because this occurred during our busiest time of year, the venue was in a remote area, and none of the backups we contacted were available and able to get there in time. The roadside assistance estimate was also approximately two hours, so having the creator Uber or finding another ride was not a realistic solution to getting her to the wedding on time. We also want to clarify that we did not ignore your calls. We had already communicated the situation, explained why we were unable to provide coverage, and issued your full refund immediately. Once those steps had been completed, there was unfortunately nothing further we could do to change the circumstances or provide the service that day, which is why we continued handling the matter through written communication rather than getting into a phone call after the situation had already been resolved on our end. We understand that this was an incredibly frustrating situation, and we are genuinely sorry that you were put in the position of having to find another videographer at the last minute. We’re glad you were able to find someone who could step in and help capture your day, and we appreciate you recognizing Clips by Bell for doing so. We wish you both the very best.