Ghosted by Timber & Canvas... The problems started the day before my wedding. The tipi we were using for our ceremony was involved in a collision - thankfully no one was injured - but we had to change our plans for the ceremony at the last minute. Timber and Canvas looked to get an alternative tipi to us, but the founder of T&C (who was involved in the collision) advised that he couldn’t guarantee the new tipi would be set up in time, and he worried about his team working on the build overnight. So we decided - mutually - to move the ceremony to another space and for the tipi part of our package to be refunded. That was over five months ago, and we are still owed almost £2000. Whilst half of the refund was eventually received (after two months of chasing), countless emails have since been ignored about the remaining £2k. We were promised a “schedule for the rest of the refund” in September. This never materialised. We were promised they would be “scheduling payments on a weekly basic” in October. These never materialised. It has now been over two months since I have heard anything from Timber & Canvas, and countless emails and voicemails have gone unreturned. I have emailed the owner of Timber and Canvas - who was on site and understood the situation - several times, and he hasn’t even had the courtesy to acknowledge my emails. The final straw was in Decemeber, when I commented on a Timber & Canvas Instagram post in a last-ditch attempt to get them to respond to me. My comment was deleted within 30-minutes, and weeks later I have still heard nothing. It’s nice to see they’re happy to promote themselves a positive light, yet couldn’t care less about the horrendous experience of an existing customer. It isn’t just about the money. If at any point I was given a valid reason for the delay, and was kept up to date, I would be patient and understanding. But instead they have buried their heads in the sand and hoped I would go away. They were quick to take my money, but have ghosted me now I am owed some of it back. We spent many thousands of pounds with T&C, and this how they decided to treat us. Timber & Canvas claim to pride themselves on fantastic customer service. But over the last five months I have seen none. Some advice if they would care to listen - ignoring a customer does not make the problem go away, it exacerbates it. And you have now tarnished the memory of my wedding day. Nice one Timber and Canvas.