Dueling Pianos - Felix and Fingers

our event and he was so great to chat with both before and after the wedding. We were so impressed with the performance and should we ever need live music entertainment for an event we will definitely turn to not only Felix and fingers but definitely Eric. We can’t thank you all enough for being a part of our special day.a

rienced numerous issues throughout the planning process and on our wedding day. The wrong song was played for our recessional, an email we sent regarding important music selections went unanswered, and our first-dance song was not played for the length we had previously discussed. We also encountered significant communication issues surrounding the performers. We noticed that we appeared to be a performer short and had to ask what was happening before being told there might not be a second performer. A replacement ultimately arrived, which we appreciated, but the situation was not proactively communicated to us and contributed to a delayed start and lost performance time. There were additional issues during the reception, including concerns with the volume, comments made while tables were being released that we found unprofessional and embarrassing, and performers consuming drinks from our hosted bar without asking us. Our open bar had a spending limit, which made the latter particularly frustrating. After the wedding, we contacted Felix and Fingers directly and provided a detailed account of our experience. We requested a partial refund rather than a full refund because we recognized that portions of the service were provided and that not everything that occurred was within their control. Unfortunately, the partial refund they offered felt inadequate given the cumulative number of issues we experienced. Their initial response also focused primarily on the performer substitution without substantively addressing many of the other concerns we had raised. After we pushed back, they conducted a secondary review. Following that review, Felix and Fingers acknowledged that aspects of the communication and coordination “could have been handled better” and told us they had implemented additional safeguards and procedures to help prevent similar situations in the future. Despite that acknowledgment, they declined to make any further adjustment to the resolution they had originally offered. To be fair, there were also points where their performers’ recollection differed from ours. They told management that all five of our requested songs were played and that a microphone had been available for the blessing. Our recollection differs regarding the requested songs, but I want to accurately represent their response. We understand that live events can have unexpected complications, and our frustration was never simply that a performer had to be replaced because of circumstances outside anyone’s control. It was the cumulative number of issues, lack of communication, and how our concerns were ultimately handled afterward. We chose dueling pianos because we wanted something memorable and special for our guests. Unfortunately, it was memorable for the wrong reasons. Given our experience and the way our concerns were ultimately resolved, we cannot recommend Felix and Fingers for a wedding and would not use them again.

rything