Fennel & Co. Catering — Local services in Newcastle-Maitland

Good food but poor service on the day and atrocious response to customer feedback

We hired Fennel & Co to cater our wedding of 100 guests. Their food is excellent. However, the service on the day was well below standard and the handling of our feedback was among the worst customer service we have seen.

The main service problems included: A guest with food allergies had an anaphylactic reaction to his special meal. Service staff did not follow the agreed run sheet. They forgot to serve and plate our wedding cake (which is a separately charged service). They also decided not to reserve canapés for the wedding party while photos were taken, meaning we missed out on them. Unlike any other wedding we have been to, and contrary to what had been agreed, drinks service at dinner was non-existent. Most guests had empty glasses throughout. Eventually a few bottles were put out after a family member raised the issue. The RSA service team was smaller than expected. The information relating to this had been altered by Fennel in a final invoice that had arrived only just before the wedding and without any covering information to alert us specifically to the change.

Two days after the wedding we politely emailed Fennel about these concerns. We had no reply for 3 weeks and only got one after a follow-up. Fennel’s eventual reply: Tried to shift blame back to us (eg telling us we had not spoken to the correct team member). This despite also justifying the canapé service failure on the basis that the service team had agreed with the photographer it was not necessary, without checking with us - a clear double standard. Included contradictory accounts (eg claiming in different places that the service team leader both was and was not aware of the pre-ordered wine arrangements). Made claims that were untrue (eg that it was too hot to put white wine on tables. The evening temperature was no higher than 20 degrees).

The reply from Fennel did contain some apologies and concessions, although it was also highly defensive. As we did not think our concerns had been adequately met, we replied pointing out the above problems. Fennel’s response stated that they saw no point in continuing discussions and asked us to nominate an amount for refund.

This led to a phone call, held at Fennel’s request, in which Fennel staff were extremely defensive, spoke over us repeatedly and sought to shift blame back onto us in new ways. For example, it was suggested that wine service issues were our fault for not pre-buying enough wine - a claim that was completely untrue, as the running sheet showed, and which reveals instead that Fennel had failed to brief its service team properly.

Given how much detailed advance information Fennel requests from clients - all of which we provided diligently and on time - it is disappointing they do not apply the same standards to themselves.

The phone call with Fennel did not reach agreement. Given this, we mentioned that we might review them unfavourably. Fennel responded that this was extortion and we were trying to “take them for a ride”.

This was outrageously offensive. We don’t enjoy writing negative reviews, nor are we interested in clawing money back from providers. We gave all our other providers glowing reviews. All we did, at their request, was nominate, itemise and justify the amount we thought was fair.

In the call, Fennel agreed to send us a final itemisation of what they were prepared to reimburse. They didn’t. We had to send two more emails to get any response, by which time we were out of patience and preparing to lodge a Fair Trading complaint. Fennel eventually reimbursed about 4.5% of the total invoice for the wedding. We had suggested an amount closer to 10-11%.

We don’t think that Fennel, in dealing with us, has met service standards appropriate for a 5-figure catering fee. Nor has it conducted itself in a way that matches its good reputation in the industry.

Their food is good, but if issues like the ones raised in this review matter to you, we advise against booking...

My wife and I entrusted our once-in-a-lifetime event, our wedding, to Fennel & Co. in December 2024, drawn by their reputation in the Hunter region. Regrettably, our experience was marred by significant disappointments, particularly in the food quality and the handling of issues.

First, the positive aspects: Em, our coordinator, was fantastic before and during the wedding. She seamlessly managed the unexpected rain and all the other details of the day.

Onto the negatives—Half of the alternative drop main course, sirloin steaks, was significantly disappointing. Many guests, looking forward to the meal, found the steaks tough and inedible, and they struggled to cut the meat with the provided utensils, which were butter knives rather than steak knives.

This not only tarnished our wedding experience but also left a negative impression on our guests, which is not what we expected from a reputed catering service. When we voiced our concerns after the wedding, the owner of Fennel & Co attempted to shift the blame onto the oven hire company (and even us!), which they recommended. This was not only surprising but also wholly unprofessional.

As a well-established catering company, we expected them to take full responsibility for the issue and provide a satisfactory resolution, not evade it. This lack of accountability is not what we anticipated from a premium service provider.

Moreover, the owner of Fennel & Co. then intimated that she would have expected wedding guests and even the Bride or Groom to complain about the food during the event. This is unbelievable and utterly unrealistic, as guests typically refrain from negative feedback to avoid causing discomfort to the wedding party on such a significant occasion. The Bride and Groom also have more important things to focus on!

The caterers should have noticed the quality issues on the day (which the owner confirmed they did after the event) during plating and taken corrective action immediately. The numerous uneaten steaks should have been a clear indicator of dissatisfaction.

We assumed that we might have been assigned a B-grade team because Fennel & Co. posted on social media about multiple events on the same day, which may have led to this issue. This could explain the subpar food quality and lack of attention to detail; however, it is unacceptable for this to be the cause. We paid the same price as others and should have received the same service and food quality.

The drinks service was also chaotic and non-existent at critical times like the Bride and Groom speeches, where many guests and, more importantly, my wife were left to toast with empty glasses.

In summary, while the overall service and other aspects of the food were satisfactory, the handling of the steak issue was highly disappointing. Fennel & Co. took weeks to respond, and they were passive-aggressive. In the end, they didn’t even bother to try to find a solution or respond to our last email.

Fennel and Co. should also consider investing in their equipment to maintain quality control and ensure they can meet the high standards they advertise. They also should significantly improve their post-event follow-up. However, I guess when you have paid them the full invoice, what do they have to lose?

Their current approach of blaming equipment (even the wedding party and guests!) and not taking full responsibility is unacceptable for their promoted premium service. This was never about us trying to get compensation. However, the disrespect shown to us warranted this Google review.

I hope this feedback helps them improve their services for future...

I have had the pleasure of encountering Tess and James from Fennel & Co Catering at numerous wedding venues across the Hunter Valley, Newcastle, and Central Coast, including remarkable locations such as Wallalong House, Woodhouse, Moravia Park, and Stables of Somersby. Without fail, they have consistently delivered exceptional service and award-winning food, creating an unforgettable dining experience for every wedding celebration.

One of the standout aspects of Fennel & Co Catering is their unwavering commitment to excellence. Every time I have had the pleasure of encountering their culinary creations, I have been blown away by the exceptional quality and taste of their dishes. Their award-winning food is a testament to their culinary expertise and dedication to providing a remarkable dining experience.

In addition to their delectable cuisine, Fennel & Co Catering prides themselves on running their dining service with precision and punctuality. They understand the importance of keeping the schedule on track, ensuring that guests are served promptly and efficiently. This attention to detail contributes to a seamless and enjoyable dining experience for all attendees.

Furthermore, I deeply appreciate Fennel & Co's consideration for the vendor team. As someone who documents weddings, I know how vital it is to have a satisfying meal during a long day of work. Fennel & Co Catering consistently goes above and beyond to take care of the vendor team, providing us with a great meal that not only nourishes our bodies but also uplifts our spirits.

It's no surprise that Fennel & Co Catering has earned a reputation for their exceptional service, delicious cuisine, and attention to detail. Their dedication to creating an exquisite dining experience for every wedding celebration is truly commendable.

If you're searching for a wedding catering service that consistently exceeds expectations, provides award-winning food, and ensures a seamless and enjoyable dining experience for all, look no further than Fennel & Co Catering. I wholeheartedly recommend Tess and James for their culinary expertise and exceptional service.

Five stars are well-deserved for Fennel & Co Catering. Thank you, Tess and James, for your unwavering commitment to excellence and for consistently delighting couples and guests with your remarkable culinary creations!

Cheers, Luke The Beginning Studio - Wedding Films...