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Business Profile

Sports and Recreation

Kids Empire

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Sports and Recreation.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint 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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Complaint type

  • Initial Complaint

    Date:11/28/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    I booked the party with the minimum to hold the date/time and was told several times I would be charged for the kids who actually attended. I updated the headcount as best I could and we agreed on ordering 6 pizzas on Monday 11-13.
    We arrived on the date of the party were told we could not go in until the balance was paid, I questioned how we knew what the balance was before the kids showed up - I was told I had to pay for 23 kids or they wouldn't let us in - basically holding my son's party hostage. Since I had no other choice besides cancelling at the last minute, I paid it.
    The birthday pin they gave my son broke within 5 minutes, the metal pin completely broke off and was somewhere in the play structure. We alerted the staff to what had happened - they literally did not care or do a single thing to ensure a child didn't step on the pin.
    We did not have any sort of Party leader at all. 5 (not 6) pizzas showed up and were placed on a table. No one was organizing or assisting. About 2 hours into the party, someone came over, rolled over a cart with a lighter and plastic knife and walked away (for the cake). No help, nothing. I'm not sure what I paid for above the entrance fee at my child's party. at 1:00pm (30 mins before our 3 hours) we were being rushed out of our area because they had another party.
    According to what I received upon booking, I should have received a party host, I didn't. I should have gotten enough pizza for 2 slices per guest - I didn't. I paid for 8 children that didn't come ($312 is not a small amount of money to pay for nothing)
    I'd like to be refunded $312 for the guests that didn't attend that I was told twice I wouldn't be changed for. I'd also like to be refunded $175 representing the $20 difference per child between the standard entrance fee and the party fee I paid since I didn't receive anything different outside of 5 pizzas, which I will gladly pay for ($25 ea based on your website) totaling $487.

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