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Business Profile

Entertainment

WhirlyBall Naperville

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:04/05/2023

    Type:Product Issues
    Status:
    Answered
    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.
    On 3/22 I booked a bowling event at Whirlyball Naperville for 3/25/23 for 10 guests at 9:30. The total charges were $176.00. During the booking process, there were no details explicitly present stating what the cancellation policy was or if there was a cancellation policy. There was only a checklist Booking Terms By clicking proceed you agree and acknowledge the following:? I am at least 18 years of age.? All WhirlyBall participants must be 54" or taller to play.? All LaserTag participants are age 7 or older.? WhirlyBall and LaserTag require 4 people to book.? Our kitchens close 30 minutes prior to the venue closing.Nothing included on this checklist specifies bowling, which is what we booked.?an additional link stating terms and conditions was separate and was not a requirement of booking.After I completed the booking, I spoke with my fianc, and was told the guest of honor and his partner were sick with ***** and would not be able to attend. I immediately contacted Whirlyball for a refund. Whirlyball representatives responded, and stated reservations were non-transferable and non refundable for any reason. Again, this is not clearly stated at any point during the booking process, nor is it explicit in the booking confirmation email. They are both in separate links that are not clearly specified as a cancellation policy. No exceptions were granted other than to reschedule the reservation for the following week, which was not possible due to our parties illnesses. We gave ample notice(more than 48hrs) so that the reservation could have been filled by another party. Whirlyball showed they were only interested in making a double booking by taking our money and also making additional profit filling the same reservation time with other guests. Their policy is not only deceptive, but inflexible to deal with emergency situations.

    Business Response

    Date: 04/06/2023

    Thank you for sharing your concerns about your most recent online reservation for our Naperville location. When any guest elects to book their event online, we provide a link to our terms and conditions prior to proceeding to make their reservation on our website: www.whirlyball.com/book-now-naperville. To support this attached is a screen shot where this lives on our website prior to the guest beginning the booking process.

    In regards to our terms and conditions our cancellation policy clearly states All Reservations are non-transferable. In the event of cancellation, the amount paid will be forfeited. This was made available prior *********************** booking the reservation and sent a confirmation email with these same terms once finished booking the event. Attachments of our terms and conditions that lives on our website was also provided with the associated language referenced. 

    Our team did make an exception by trying to offer the group an opportunity to reschedule their event and is outside of normal terms, which was mentioned in Beckys Complaint Details and was declined by the guest.

    Customer Answer

    Date: 04/07/2023

     
    Complaint: 19891687

    I am rejecting this response because: simply offering to reschedule the event is an unacceptable resolution based on the cost of said event.

    Sincerely,

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

WhirlyBall Naperville is NOT a BBB Accredited Business.

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