Complaints

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:09/09/2024

  Type:Customer Service 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.

  My maid of honour set up for us to get some table clothes and napkins from the Ultimate Party & Rental store. We were going to pick up the Friday before the event and realized we couldn’t return on the Monday as the contract stated. We call them to see if there was anything that could be done so we could still get the supplies. The worker at the business was not empathic to our situation and told us there was nothing could be done. That they wouldn’t make an exception. I understand contracts but business sometimes will make exceptions and they’re a party store closed on weekends. When I questioned the worker she got very defensive and claimed I was abusing her. I was shocked because I had been nice and was just asking questions. I told her it’s fine we just won’t get the stuff and they can keep the money. It was like $65 so not too much so just accepted it. The worker was really not being nice. I said okay I hope that you get the same consideration that you gave us. Then I wrote a review about the business to let others know that they won’t make exceptions and all you’ll hear is about the contract. Then weeks later I receive an email that they have replied to my review and are stating that I threatened their workers life. I am appalled that they would write this as that never happened. It is defamation. I don’t trust calling or dealing with this company to have this removed because who knows what will happen then after this ridiculous claim. They’re mad I gave a poor review but they need to remove this claim as it is defaming.

  Business Response

  Date: 13/09/2024

  ***** it's
  unfortunate that you weren't able to call us to speak to us over the phone
  about this. We don't have a number to reach you as we tried to reach out to you
  through your husband's number on the day of this situation but our call wasn't
  returned. I'll break down the situation below with all the details.
  
  On August 16th one
  of our staff members received a call from your husband-to-be about questions on
  when the rental return was for. When our keyholder explained to him that the
  return was on Monday between 9am and 4pm, they asked about returning it on Saturday,
  in which she explained that our rental bay is closed Saturdays and Sundays.
  This information is listed: (and is a standard practice with all rental
  companies)
    a) On our website - ******************************************************  
    b) On the terms and conditions,
  under logistics, 
    c) Social Media accounts
    d) On the signature of every
  email we respond to in out software &
    e)The two signs at the entrance
  of our gated backyard
  
  Our keyholder
  explained that on the contract this information is found under logistics. The
  conversation was started to escalate so our Keyholder called our Rental Manager
  in to handle the conversation.
  
  When our Rental
  Manager came into the conversation, I believe your husband passed the phone to
  you at this time, she repeated what the keyholder had said,  offering other solutions to the issue ie:
  having another person drop them off for you etc. The conversation got to the
  point where you had said 'I hope you have a **** life!' Not aware that our
  rental manager had just lost one of her parents unexpectedly.
  
  A few hours later I
  called the client on file, you mention that she was your maid of honour but
  when we spoke to her she said she hasn't spoken to you in months and has
  actually been kicked out of the wedding. She didn't even have your phone number
  for us to call you and wasn't even aware that the wedding was still going on.
  
  I then proceed to
  locate the number that you called us on which brought me to your husband to be.
  When I spoke to him and explained who I was, he said he would pass on the
  message, in which we did not hear back from you.
  
  Situations can be
  frustrating but when you write a review for a small business that only explains
  one side of the story we’re going to explain our side as well. There was no way
  for us to get a hold of you and the main contact information on the contract
  wasn't yours. This was a very
  simple situation to resolve, and if you were kind and respectful to our staff
  we wouldn't be responding here today.
  
  Thank you for
  including the screenshots, we actually don't get notifications when someone
  edits there response. The easiest way to remove our response would be to remove
  your review. 

  Customer Answer

  Date: 20/09/2024

   I am rejecting this response because: I did not say anything they’re claiming. They’re personally attacking me and then claiming it’s to present two sides to a story that has zero to do with the issue at hand. It is impossible that they have multiple people who heard me say what they’re claiming because it didn’t happen. Claiming someone threatened someone’s life and then saying something completely different that is not a threat to me proves they’re lying. I find it disturbing how easily they lie and change their story. I feel certain that I am not the first person that they have bullied. They need to remove the slandering claim. I would never under any circumstances speak to them without a lawyer as that gives them the opportunity to further lie about things said. This situation boils down to the fact that I think their business policies are poor and that others should be warned about dealing with them. They don’t like that I gave them a 1 star review so they’re making false claims and slandering me to force me into removing the review. It’s bullying!

   

  
  

• Initial Complaint

  Date:20/07/2022

  Type:Customer Service 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.

  Our original interactions with the Ultimate Party and Rental store were ok. We contracted them for wedding rentals about a year before our wedding. We used one card to pay for a couple things but as we were getting married we combined our finances, I cancelled that ********** card and left that bank to use my fiancé’s very shortly after.
  For approximately a year we used our shared *** card for all purchases with the store. About four days before our wedding we were told we would be charged over $90 for additional delivery fees after the approximately $200 we had already paid for delivery. We reluctantly agreed as we had very little choice.
  We were then told the store was not open for Sunday pick up as they aren’t open on Sundays. For the past year we had asked for a Sunday pickup as our rental contract was always for set up on Friday, Saturday wedding and then tear down and rental pick up on Sunday. We cancelled the delivery and pick up with Ultimate Party and rentals then, as we were not allowed to leave the rentals at the venue until Monday.
  Management told us they would process our refund in 2-4 business days but it never came. The store then charged the correct (and only remaining) *** credit card for table cloths they stated were damaged. This charge was processed immediately. Weeks later when I still had not seen my refund I contacted management and they told me on their end the refund had been processed… to the old ********** card that no longer existed. When I told them this they stayed there was nothing they could do and that the problem was mine- I needed to call my bank. When I reminded them I no longer banked there and that if the money was deposited it was not to me- they said they couldn’t do anything and would be away from the office for several weeks. I’m currently out $337 and can’t seem to make the company understand that i have no way to access this refund they say they processed. I don’t understand why they can’t refund to the card thatactually purchased these services

  Business Response

  Date: 25/07/2022

  
  

  We are responding to a letter received from you regarding a complaint.  Id # listed above.

  
  

  1. ***** presented a **** card upon signing a rental contract with us and paid a deposit using that card.

  
  

  2. She added a different **** card latter and made further payments with new card.

  
  

  3.  On the contract it says the dates for pick up and drop off which were the ones she signed off on when signing the contract.  I believe she realized they were the wrong dates and wanted to change them.  We are not open on Sundays for drop off.  

  
  

  4. So we refunded her the amount she paid for the delivery and pick up.  As with all credit card refunds, they go back on the card that they were paid with.   

  
  

  5. So the refund went back on the original card.  We did not know it was a canceled card.  Many contracts have multiple cards on them.  We do not see the card numbers.  The are all kept with the merchant supplier as you probably know for security reasons. 

  
  

  6.  We have contacted our merchant provider and have confirmed that the refund transaction was put thru.  We also asked our provider to confirm if it may have been sent back to us some how.  They confirmed it has not come back.

  
  

  We have asked if the refund can be reversed and then we could issue a cheque or cash.  But that is not possible.  

  7.  I have written ***** spouse ( as he seems to be the one contacting us)  and have given him all the info that we have.  The polices of the merchant, the transaction number, the ARN#  A** ***********************
  **** ******** *** **** ** **** ****** *hone number to call.

  
  

  He is saying he doesn't have that card anymore.  But he can still contact the bank.

  
  

  There is nothing else we can do at this point.  

  
  

  Please find enclosed documentation pertaining to this situation.

  
  

  Regards,

  
  

  ****** ******
  *********

  The Ultimate Party and Rental Store

  Customer Answer

  Date: 25/07/2022

   I am rejecting this response because:
  
  
  
  
  This is unacceptable, because this business was able to charge extra to our current card for "damages" and yet they say this mix up on refunds is on us and that we have to deal with their mistakes. We don't have any business with ****** Bank, nor do we have the credit card that was supposedly refunded. They say they don't keep records of cards on file yet they are able to charge a current card but not refund to the same? All we want is our money back for services not rendered. They should have to deal with the bank for their mistake.