Complaints

This profile includes complaints for Kids Fairyland LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Kids Fairyland LLC

  22564 Blue Fin Trail Boca Raton, FL 33428

• 

  Kids Fairyland LLC

  5485 NW 41st Ter Coconut Creek, FL 33073-4029

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:07/17/2023

  Type:Product 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.

  This company has committed fraud and refused to return money for a service they wrongly informed me I needed. I was told I needed a generator to run a hotdog machine at 220V and that machine does not use 220V, it uses 120V. I have confirmed this with multiple listing's of that same machine where they all state it runs at 120V. I also explained many technical items explain how the hotdog machine only runs at 120V and they refused to acknowledge. I also requested a copy of the manuals they said stating the 220V requirement and they did not provide that evidence.

  Business Response

  Date: 07/24/2023

  Dear ******,
  I hope this message finds you well. We apologize for any confusion and inconvenience you experienced regarding the purchase of our concession machines and generator.
  
  As per our records, you purchased two concession machines, a bounce house, and a generator from our website. During our communication, we informed you that in the event of a power outage at the park, an additional generator might be required to ensure the proper functioning of the machines. We always strive to provide accurate information and guidance to our valued customers.
  
  Regarding the hotdog machine, we understand your concern regarding the voltage requirement. We deeply apologize for any misunderstanding in this matter. Our team has reviewed the situation and found that some of the information provided was not accurate. We sincerely regret any confusion caused.
  
  As for the refund request, we would like to refer you to the terms and conditions outlined in the contract you signed. As stated, there is a no-refund policy for items that remain unused during the event. We understand your frustration, and we genuinely wish there was more we could do to accommodate your request. However, we must adhere to our company policies to maintain fairness for all our customers.
  
  We deeply value our cutomers and hope that you will consider us for any future event needs. If you have any further questions or concerns, please don't hesitate to reach out to us. We are committed to providing the best customer service and will be more than happy to assist you.
  
  Thank you for bringing this matter to our attention, and we sincerely apologize for any inconveniences you may have faced.
  
  Best regards,
  Kids Fairyland

  Customer Answer

  Date: 07/24/2023

   
  Complaint: 20331480
  
  BBB Teams and Kids Fairyland Team,

  I would like to bring up a few points:

  1.Could you please provide evidence where the discussion concerning a power outage happening took place? Per the conversation that was held, I was instructed to get a generator if I "want to use the bounce houses and the machines at the same time". Since your team member stated the hot dog concession machine operates at 220V (see attachment #2) and you confirmed that the machine operates at 220V (see attachment #6), I then had no option but to rent a second generator per your team members statement. As far as I know, and per confirming with the park, there are no outlets that operate at 220V.

  2. Further clarification was provided to Kids FairyLand concerning how the machine operates and Kids FairyLand (see attachment#8) refused to respond. Upon confirming with the manufacturer of the machine, machines outside of the US run at 220V. This takes us down two paths: A) Kids FairyLand is wrong and did not read the manuals of the machines and misguided myself (the customer) on how to use the machine and I could've hurt myself B)Kids FairyLand is using machines that are not certified for usage in the US.

  3. Concerning the refund request, per your contract, I am not held liable to all the terms and conditions since I DID NOT accept all the items (see attachment#4).

   

  To me it's very clear on what was said and confirmed by KidsFairyland.
  

  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/31/2023

  Dear *****************************,
  
  Thank you for sharing your concerns with us once again. We understand the importance of addressing these issues promptly and want to provide you with further clarification.
  
  We apologize if there was any confusion during our conversation about the need for a generator. As you mentioned, we did advise getting a generator in case of a power outage at the park to ensure the smooth operation of the bounce houses and concession machines simultaneously. However, we would like to emphasize that the decision to rent a second generator was ultimately at your discretion, and we appreciate your proactive approach in securing one.
  
  Regarding the voltage specifications of the Hot Dog Concession Machine, we regret any misunderstanding that *** have occurred. Our concession machines are indeed standard and widely used in the party rental market in the ***, operating at the required voltage and certified for use in the country. We take your feedback seriously, and we will take additional measures to ensure clarity in our communication about equipment specifications.
  
  We understand your request for a refund based on our contract's terms and conditions. As per our policy, items that have not been used during the event are not eligible for a refund. We apologize for any inconvenience this *** have caused. However, we want to emphasize that our team diligently prepared and delivered the requested items as agreed upon in the contract.
  
  We genuinely appreciate your feedback and will use it to improve our services. Customer satisfaction is of the utmost importance to us, and we regret any miscommunication that *** have occurred. We value your trust in our company and assure you that we are taking the necessary steps to address your concerns and prevent similar incidents in the future.
  
  Thank you for your understanding and patience. We look forward to resolving this matter to your satisfaction.
  
  Sincerely,
  Kids Fairyland

  Customer Answer

  Date: 07/31/2023

   
  Complaint: 20331480
  
  I am rejecting this response because:

  -Please provide further information where it was discussed concerning a power outage at the park. The only discussion that took place was the requirement of a generator to use the hotdog machine at 220V.
  

  -Is Kids Fairyland admitting the representative was incorrect in expressing how the machines work? If Kids Fairyland is confirming machines are certified for US usage, then they are confirming the machine is exclusively a 120V machine and not a 220V machine. Kids Fairyland please provide a "yes" or "no" answer. The answers that are being provided are not clear.
  

  -Per previous screen shots, I have to abide by terms and conditions if items are accepted. The contract does not mention items being forced upon me. As i've stated multiple times, the second generator was forced upon me. I never accepted. Per the contract, since I didn't accept the generator, I am not bound to the entire contract terms and conditions.

  Kids Fairyland team, thank you for your time and patience in trying to clarify all these items. As mentioned above, please be more clear and concise with your answers.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/01/2023

  Type:Service or Repair 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.

  Hired them for a water slide the 22ft blue crush double water slide for a 6 year olds birthday party on 02/25/23, the hours were ****. Their company came to setup the slide with myself and management there and stated nothing and left. When we turned the water on for the slide it did not work and the water was flooding the area. We called KIDS fairyland immediately at they told us someone would be on their way out to fix it. We called 15 times and they kept telling us someone was on their way, they finally showed up at 3:00 where they stated it was installed incorrectly and they couldnt fix it. We contacted the company and they told us we can only ask for a refund through email, which we did and they refused and stated that the ground was uneven and that if we charge back our credit card their contract will hold up. Terrible business practices they ruined my 6 year olds birthday party with no remorse no refund nothing.

  Business Response

  Date: 03/06/2023

  Hello,
  We are sorry for the inconvenience you had to go through. We are surprised to see this claim since the person who hired our services was satisfied and even gave us a good rating. The bounce house that we provided was in good condition, unfortunately the place was uneven and did not have the conditions for us to be able to properly install our inflatable, and this is beyond our responsibility. We twice send members of our technical support team to assist with the issue, but there was no space available to allow us to move the inflatable to a more suitable area. We did everything possible in our hands to install the inflatable properly, but the unevenness of the place is something that is totally out of our hands. Again, we are really sorry and understand your discomfort, we wish you the best.