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:05/20/2024

  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.

  Hello, my husband and I booked the $500 party package for our daughters 7th birthday on May 11, 2024. My host, who never introduced herself, and apparently theres a policy in place that I couldnt get her name even though she was supposed to he helping me, was extremely rude. I know people have bad days, but she appeared to dislike her job and had no desire to he of service to my party. She never once checked on us brought out the pizza and drinks which were prepaid in the package and they were no what I asked for. Icees were included in the package which were never received, she never asked if we were good or in need of anything else. My son kept getting the water pitchers refilled and my guests had to asked for things they needed. My party was quite diverse and we felt discriminated against, everyone I went to look for my host she was hiding in a corner on her phone. My daughter never received her birthday shoutout or the games they were supposed to play. I only know she was an older skinny blonde lady who worked Saturday at 4:30, the time if my party and had no manners or business working a childs party. I frequent your establishment often and had high expectations only for them to ge destroyed. My guests overheard comments such as, I dont even care if they pay I want them gone and I think we should call the police. I was comparing the $200 package to the $500 package and didnt see any major differences, but i definitely didnt get what I paid for.Thank you for reviewing this matter,*********************** ************

  Business Response

  Date: 06/01/2024

  Hi ******,

  These are the emails we received from her. We responded once explaining the party package and what was included. Please note details of the party package is also listed when she booked her reservation on our website. She was rude as well as yelling and cussing at our employees. We have children and families in our facility and we can not except that type of behavior. She received everything that she paid for. We will not be issuing any refund. As far as we're concerned this matter is done.     

  Customer Answer

  Date: 06/03/2024

   I am rejecting this response because:
  
  The only response i received was the owner protecting her employee.  Why were my slurpees not replaced by an available item?  Nobody in my party was rude, we wanted answers which we never received. As I left the police were outside the facility which was completely unnecessary. I felt judged and discriminated against and treated like I couldnt afford my daughters party hence the comment call the police I think shes going to run.  Again nobody had an issue until my African American husband addressed our mysterious host and simply asked if everything is ok.  If items are included in a party package the should be swapped out of unavailable and my host should check on us at least once or twice to see if I wouldve liked to add anything. This matter is still open as Im concerned.