Complaints

This profile includes complaints for Walters Wedding Estates's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Walters Wedding Estates has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Walters Wedding Estates

  2602 Lillian Miller Pkwy Denton, TX 76210-2904

• 

  Walters Wedding Estates

  5921 Stone Creek Dr The Colony, TX 75056-2615

• 

  Walters Wedding Estates

  1843 Precinct Line Rd Hurst, TX 76054-3132

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/16/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  DO NOT WORK WITH WALTERS WEDDING ESTATES. Our experience with Olana and the Walters organization has been predatory from the start. They promised insurance would cover any major life events, and that they would help us if we needed to change the wedding date. Immediately after signing, we learned half of our family members couldnt attend, including the brides brother having a baby and the ****** grandfather passing away. Walters did nothing to help and refused to accommodate us, stating that moving the date would count as a cancellation, forcing us to pay 75% of the total cost$30Kplus any rebooking fees.When we filed an insurance claim, it was denied, despite the salesperson assuring us it would cover these exact situations. We were then told by their coordinator that they have never seen an insurance payout. Walters management simply said, "You signed a contract" and refused any flexibility. We are now in arbitration due to their false promises.Communication has been terrible. They only respond two days a week, leaving us waiting for weeks. They are severely understaffed and unresponsive.The all-inclusive package was also misleading. We signed for $40K in April but hidden fees brought the cost closer to $60K. For example, a $750 stationery credit barely covered invitations (150 at $5-$7/piece) and we were left with far more expenses than expected.Walters Wedding Estates is focused on trapping clients with misleading promises and hidden fees. Avoid them at all costs.

  Customer Answer

  Date: 09/27/2024

  WALTERS COMPLETELY LACKS INTEGRITY AS AN ORGANIZATION. The moment anything doesn't align with maximizing their profits, their faade of "we care about you" disappears.
  
  
  If youre like us, you fell in love with their beautiful venues. We loved it, and decided to do our wedding there. But after signing, my fianc and Is experience with Walters Wedding Estates, particularly the Olana venue, has been nothing short of them taking advantage of us. 
  
  
  In the sales process said if anything came up, insurance would take care of us, and assured there was flexibility. But right after we signed the contract, we found out that half of our family couldn't attend on the scheduled date (and that would be been solved simply by asking our family if they could make the date, but since there was flexibility, we didnt ask). Moreover, the bride's brother was expecting a baby that same weekend, and the groom's grandfather had passed away. When we brought it to them, they did not care. 
  
  
  We filed an insurance claim, which was deniedcontrary to what the salesperson had promised during the sales process. Later, the wedding coordinator (a different person from the salesperson) told us they've never seen the insurance cover anything, including someone dying of cancer. Instead they said we were locked in on the date.
  
  
  Instead of helping us, they offered to move our date up to August, right in the middle of Texas's 100-degree heat, but refused to postpone it as initially promised. Their reason? Postponing would mean losing potential revenue from future bookings. Walters' upper management hid behind the contract, saying, "Sorry, you signed it, and we can't help you." Their upper management is literally trained to do this, which our wedding coordinator (!) told us.
  
  
  They claimed that changing the date amounted to a cancellation, requiring us to pay over 75% of the contract price (about $30K!), plus repaying the ENTIRE purchase price to rebook ($40K to start for absolute bare bones wedding, turns out its more like $60K if you dont want a DIY wedding). Had they been upfront about their inflexibility, we could have coordinated with our family before signing anything. Instead, they misled us with false promises and left us trapped.
  
  
  Communication was terrible. They're severely understaffed, and it's nearly impossible to get a response. They only reply on Mondays and Tuesdays; from Wednesday through Sunday, you're out of luck because they're busy with other weddings. By the time they do get back to you, it's often too late to take any meaningful action. Its absolutely shocking the complete lack of care the organization has for their clients after they sign.
  
  
  What's worse, we've learned that many other couples have had similar experiences. One of our cousins also dealt with Walters and ended up having to DIY most of their wedding, despite paying $40K for a supposed "all-inclusive" package. They were also blindsided by hidden costs that inflated their budget far beyond the initial agreement. Walters has also been sued during COVID for withholding deposits after canceling peoples weddings (check it out, its public record).
  
  
  Their "all-inclusive" package is a joke. We thought their $40K package with all we needed, but it was actually going to cost us $60K to not have a bare bones wedding!
  
  
  For example, we received a $750 credit for stationery. We assumed this would cover all our needssignage, invitations, save-the-dates. In reality, it only covered 150 invitations and nothing else, with each invitations costing $5-$7 each, which was absurd. Had we known the true costs upfront, we would have walked away.
  
  
  After this nightmare, we visited other venues and were shocked by the difference. Other places were transparent, responsive, and genuinely cared about their clients and staff. Walters Wedding Estates and the Olana couldn't be more different.
  
  
  We're now in arbitration, trying to get out of the contract due to the blatant misrepresentations made during the sales process. From the beginning, they assured us of flexibility and coverage through the insurance we purchased. But when it came between integrity and profit, they chose the latter.
  
  
  If you're considering booking with Walters or any of their venues, dont. They've been predatory, unresponsive, and impossible to work with. Save yourself the stress, legal battles, and lack of communication. Choose a venue that actually values its clients.

• Initial Complaint

  Date:08/07/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  June 8, 2024 ************, **********, *****. Wedding chapel and reception for our child ***************************** contract included, catering, cake, florist, DJ, and photographer. We paid over $32,000 which included 21% gratuity of over $4,000. The last coordinator responsible for our event was ************************* and ******* was assisting. ****** wasnt there for the event and ******* was supposed to be the primary coordinator for the day. At every meeting with ****** we were assured us she would be there on the day and they would help with all the set up, including the chapel decorations, signs, dining tables, and anything else we needed. ******* didnt help with any set up except for bringing drinks to bride and groom room, and lining up. Family members did most of it. The contract included all waitstaff but there were not enough employees there to serve our 142 person party so dinner was cold and late. ****** set a time line for the day and evening through 10:00pm. ******* left at 7pm and lead waitstaff ****** was left to act as coordinator. After that nothing went as scheduled. After the cake was cut they didnt serve cake to everyone and didnt announce it so very few got cake. ****** told us they would send 2 meals for the bride and groom at the end of the night as well as cake for them and family members. ****** said they couldnt give meals because it was prepared in a commercial kitchen. Only 2 slices, 1 of the brides cake, and 1 of the ****** cake were boxed so most of the cake was wasted. The services at every point during the day for everything we were promised or was as contracted was not what we paid for. I have communicated all this to ****** and asked for $2000 refund. She quit responding and did not offer any solution.

  Business Response

  Date: 08/20/2024

  This matter has been properly handled internally. 

• Initial Complaint

  Date:04/06/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have decided to cancel our wedding almost a year before we are having it because of financial hardships. I was told that because we signed the contract we would have to pay 65% of the money in order to buy out the contract when we have not talked to vendors or had meetings or even set up our bank information with the financing company. I was told that they dont do any 30 day guarantees and are not really willing to work with us because When booking a date with us you are taking that date off of the calendar for other prospects so that is why our policies are in place like they are. Once I hear back from financing I will let you know what's said but it will most likely be the standard 65% cancellation policy. However, because it is a year in advance, the date we have (which was already a popular date) could easily be put back on the market in order to get someone to book it out. I didnt really even see that as an issue. They told me to look into wedding insurance but they neglected to mention that wedding insurances do not account for financial hardships when cancelling, but only severe weather, vendor cancellations, etc.. All we want is to just get out of this large payment seeing as though we signed March 21, 2024 and we have been going back and forth with trying to just get out of this since April 2, 2024 which is less than a month since signing. Now we have to pay upwards of 9k ($ we dont have because of our financial hardship).

  Customer Answer

  Date: 04/09/2024

  We will have to pay $8800 to cancel and thats not something we can afford considering we are going through a hardship, financially. They said multiple times to get Wedding insurance without them really knowing what wedding insurance is or what it covers. Even the accounting department said that multiple times. But wedding insurances, anywhere, do not cover for that. 

  Customer Answer

  Date: 04/09/2024

  Just today, I was told that they would give us a six month payment plan which is $1500/month. Not including our rent which is about $1800 + our car notes, insurance, groceries, bills, gas and other debt that we have to pay with a monthly income that cannot face that type of payment every single month especially going through a FINANCIAL HARDSHIP RIGHT NOW. Its like there is empathy that is being lacked. 

  Business Response

  Date: 04/18/2024

  We regret that this client is unhappy as we want all customers to have a positive experience with us.  In this case, a contract was signed for venue rental and catering on a specific date for this specific client. Because this date was reserved under the contract, no one else could book this date.  The contract plainly states the cancellation policy and the cancellation fee.  For obvious reasons, cancellations are strongly discouraged.   This contract does not have a provision that allows a person to cancel and not pay due to financial hardships.  While we do recommend event insurance to protect against legitimate covered events (usually beyond the control of the person), insurance does not cover a refusal to pay one's contractual obligations whether due to a financial hardship or any other reason.  To my knowledge, no insurance is available for this type of situation.

• Initial Complaint

  Date:04/17/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We just had a wedding held at ****** ***** ****** **** a week ago. We had a bad experience with our experience day of due to the lack of coordination with individuals working day of. The venue coordinator did not deliver the right information causing many day of details to be missed. There were missing items such as easels, tables for dessert table, cheeseboard table and no welcome drinks. The bathrooms were dirty, food was not delivered out in time. Some guests did not have salads and some were already finished with their entrees. The package I purchased were not successfully delivered as well. For 275 guests there were 2 bartenders which resulted in long lines all night. Bartenders lacked knowledge of the drinks behind the bars and did not speak English. Our 2 specialty drinks were also not advertised. The day after the event, I sent a note to the coordinator with my detailed email and a full week later, the regional director sent a generic response which seems like the company not wanting to own up to their mistakes. I am so disappointed in the service as they charge an arm and leg for their packages. I want them to make this right. I gave them an opportunity to fix this issue and will pursue legal actions if needed.

• Initial Complaint

  Date:10/27/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The major issue we continue to have, is related to the florist vendor that partners with Walter's Wedding Lizzie Bees. There was a lack of commitment in what was discussed & documented in our proposal and what was delivered on our wedding day. I spent an hour of the time that should have been dedicated to getting ready & enjoying time with the ladies in my bridal party, going back & forth finding emails & information to give to show what was included in our proposal versus what the staff was providing, including moon gate décor and florals to place in the tall vases we discussed providing. We also did not receive the groom's boutonniere or any teal florals or accents as discussed. We even gave the option of mixing faux florals if needed, to ensure the teal was included. There were several details on the proposal that were not updated after the original proposal, including the number of vases being provided and the option not available listed despite being noted & included in the notes. We provided the email correspondences and photos of all of the documents showing what was discussed & notes was not what was delivered & the boutonniere is an item included in the actual contract when using their vendor. It has been almost 4 months and now no one will even respond to our messages. In addition to what we did not get or
  had to fight for with the florist, we also did not get to enjoy or wedding cake. Not only was cake not served to us doing speeches resulting in us not getting a slice of cake that evening, our wedding cake was not properly stored, and left out overnight by the venue staff with no air conditioning. It was found to be no longer edible the next morning. After a failed attempt to have an acceptable replacement done we were given $100 and told that was what it was valued at as a replacement, despite the amount we paid for the cake which included an extra $125 just for the design update.

  Business Response

  Date: 03/08/2023

  Business Response /* (1000, 9, 2022/12/07) */
  Hello ******. We have resolved this issue internally with our vendors. We appreciate your patience.

• Initial Complaint

  Date:09/24/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Three months ago I called and cancelled a wedding that was planned in October 2023. I explained to them that due to unexpected financial hiccup we wouldn't be able to proceed. I was then told I was responsible for 65% of the contract-(over $13k) this was never discussed with me at all and I told them the wedding is over a year away that is ridiculous. I requested to be contacted multiple times by management and no one has reached out to me- this is an extremely unethical business. Also to be noted that they did not have my name correct on the contract.
  

  Business Response

  Date: 12/30/2022

  Business Response /* (1000, 7, 2022/10/18) */
  Hi ******, thank you for contacting us in regards to your cancellation. Our team has been in contact with you throughout this process. Noted in the policies you signed, you can find your contractual obligations pertaining to the related topics. We appreciate your feedback.
  
  
  Consumer Response /* (3000, 9, 2022/10/19) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Your team completely stopped responding to me and not once did anyone explain this. I will not authorize further transactions from your company and I will make it known that you're company is a complete snake and scam.