Our wedding car that was booked and paid for in advance did not arrive on the day of our wedding to take the wedding party to our wedding nor did it arrive to transport us from the reception to our hotel.

We were never informed that they would not be arriving. I (the bride) ended up being driven to my wedding in my neighbours corsa, the bridemaids - in a neighbours people carrier, my brother had to drive the groom and the best man, and the make up artist took my mother ! We had to borrow money for a taxi to take us from the reception to our hotel in the evening..

All in all an extremely distressing, stressful and embarrassing situation. and the wedding video and photographs we're ruined.

After 5 weeks of phone calls and emails, we finally received a refund (after being promised it on numerous occasion and it never arriving)... but still no written explanation or apology and despite another 4 emails to the company, no sign of any compensation or even a response to my emails !

Not only did our wedding car not turn up, but the customers service we have received since has been disgusting.

See below for a extract from one of the earlier emails I sent to them.....

"I am writing in reference to the above booking for a Black Lincoln town car that we booked to take us and pick us up from our wedding - 16th May 2009.   As you are aware the limo did not arrive for either of the day time pick ups or for the evening pick up, as agreed on our booking confirmation. We were not informed on the day that the car would not arrive. As I'm sure you can imagine this caused us a huge amount of stress and embarrassment on a day which should have been very happy - something that we will never be able to forget.   We are yet to be offered any satisfactory explanation ( we have since been told that the limo broke down, but on speaking to the limo company itself they inform us that we weren't even on their job list for that day)   As of today we are still waiting for a refund of the full amount which was paid in advance, we have been promised this on numerous occasions since our initial contact with you on this matter on 18th May 12:40 pm. During this initial phone call our bank details were taken and we were advised that the money would be credited to my bank account within 3 -5 working day.  We were also advised at that point to write a letter of complaint, which we did, and posted it on the 18th May.   On arriving back from our honeymoon of the 1st June, the refund had still not been credited to my bank account and no response to the complaint letter had been received.   On the 2nd June we contacted you again regarding this matter and once again asked for an explanation regarding the limo not turning up, our refund, and a response to our complaint letter. Again we were told that the refund would be processed that day, we were also told that our complaint letter had not yet been received.   Now, on the 10th June - No refund has been received, no explanation has been received, and no response to our complaint letter has been received. We have made numerous phone calls to yourselves on this matter and are always promised that it will all be sorted by the end of the day and to expect a phone call back. We have never received a call back.   I now write to seek the following;

• a refund of the full amount paid and confirmation of the date we should be expecting this by
• an explanation regarding our limo not turning up for any of the 3 trips scheduled.
• a response to our complaint letter
• suitable compensation for the appalling service received, and stress and embarrassment caused.

After speaking to Gareth this morning, I understand that you are expecting this email and will be responding today. I look forward to having some initial response by 5 pm today."