Complaints

This profile includes complaints for Party City Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Party City Corporation

  100 Tice Blvd Woodcliff Lake, NJ 07677-8404

• 

  Party City

  1010 E North Bay St Tampa, FL 33603-4332

• 

  Party City Corporation

  12810 Elm Creek Blvd N Maple Grove, MN 55369-7052

• 

  Party City Corporation

  1870 Adams St, River Hills Mall Mankato, MN 56001-4865

• 

  Party City Corporation

  3360 124th Ave NW Coon Rapids, MN 55433-1001

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:10/03/2023

  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.

  I purchased a new mask and I went to exchange or return the item since i didnt need it after all, still new unused and I have the receipt and tags are attached as well. The employee was about to return the item or exchange it whatever the process the employee had to do to process the transaction. The store manager was rude and was stating there were no refunds on masks or any sale items. I advised him there is no sign nor does it say on receipt or on the mask its a final sale item all tags are attached and nothing is wrong with the mask its unused on top of having the receipt. The manager proceeded to say he cannot refund or exchange it told me to file a complaint instead told me his name was ***** and store number **** but he was not going to process the refund or exchange. Its humiliating for someone to treat you the way this manager did and just so easy to tell customers to file a complaint as if he was the owner, then proceeded to walk away while I was still talking to the manager. The cashier felt bad and wrote down his name and store number on the receipt for me. I just want my money back at this point and you may want to review the qualifications for this manager representing your store.

  Business Response

  Date: 10/05/2023

  After investigating this issue, it was found that the customer did purchase a reduced-priced item - which is a final sale. However, the District Leader will contact the customer and offer a refund. Thank you.

• Initial Complaint

  Date:09/25/2023

  Type:Delivery 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.

  Purchased an item on September 17, 2023 - order number ********* for $192.90; I changed my shipping address and billing address when ordering. The shipping address did not change - it reverted to an old address. I did not notice this until the order was placed. I called within 30 minutes of placing the order. Party City could not change the address or cancel the order. I used their online to attempt to change the address - it could not be done. I attempted to change using their text option as suggested - it still could not be changed. Party City said to call *** when I got a tracking number - I got a tracking number 9/19/23 (1zx4x6990316923517) - *** said they could not change the address to call the shipper. I called Party City again, and on 9/19/23 they said it had shipped so they could not change the address. This is unacceptable. I could not change the address or cancel the order. I have no recourse accept to dispute the charge.

  Business Response

  Date: 09/28/2023

  After reviewing the order, where it is our policy to not allow an address change after a certain amount of time (for anti-fraud reasons), we will however issue a one-time courtesy refund. It has been processed and the customer should see/receive refund shortly. Thank you.

  Customer Answer

  Date: 09/28/2023

  
  Complaint: 20631706
  
  I am rejecting this response because: The wording of the response indicates this refund is an exception since I waited to have an address correction requested. This is not true. I called within thirty (30) minutes of making the order, which was required since they were not open when I placed the order online. I was told then too much time had passed - thirty minutes and a call within a few minutes of them opening their phone lines. I then attempted several other means to change the address - at the suggestion of those I spoke to on the phone. I attempted to change the address with the delivery service, as was suggested. Each party said they could not simply change the delivery address and I was instructed to call the other party. This seller needs to develop a new policy for this issue instead of issuing a 'one time only' refund as if they are doing their customer a favor. 
  
  
  
  Regards,
  
  *******************************

  Business Response

  Date: 10/05/2023

  While the company respectfully disputes the timing of the attempted address correction, again, as a courtesy, we have processed a full refund. Thank you.

• Initial Complaint

  Date:09/18/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  I purchased a hat on 8-26-2023 in the amount of $53.29. I attempted to return this hat on 9/9/2023. The store employee stated that they do not take returns on hats. I told him that the receipt says I have 30 days to return and receive a refund. I made the following points to the employee:
  • The item is unused and I have a receipt.
  • I returned another hat to the store just a few weeks prior without incident.
  • There are no signs or other information informing of this new policy.
  • I was not able to try on the hat at the store when I purchased because the store does not have any mirrors. After trying on at home, the hat does not fit.
  The employee stated that I could try returning at another store, but they no longer take returns on hats.
  I called customer service at ###-###-#### on 9/9/2023. The agent stated that someone would call me within 72 business hours. I never received a call, so I call back on 9/15/23. I spoke with Cesar. He informed me that they called the store on 9/10/23 and was informed that I did not return the hat in its original packaging. I informed that the hat was sold without packaging. I informed Cesar of the following:
  • I have a receipt.
  • I am within the required 30 days.
  • The hat is unused.
  • I added that since my attempt to return this item on 9/9/23, the elastic band inside of the hat has started to peel off.
  I have complied with the requirements of the store’s return policy. My return does not fall under any of the exceptions stated under the company’s policy. I informed Cesar that if I do not receive a refund, then I will be forced to dispute the charges. Cesar stated that I should dispute the charges. I asked if there was anything else he could do to assist with my issue, and he stated that they have already contacted the store.

  Business Response

  Date: 09/20/2023

  I have the team looking into this and will respond when I hear from them. Thank you.

  Customer Answer

  Date: 09/21/2023

  I would like to inform you that Party City Corporation has refunded me for the item.

  
  

• Initial Complaint

  Date:08/22/2023

  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.

  I ordered the balloons from the customer care number August 15th to be delivered at my mother's address on August 16th for my mother's 97th birthday party. ******** never rang the doorbell or leave a voice mail message , they just tied the balloons to the fence. They were seen doing that by my youngest brother who also saw them break one of the balloons. The customer was refunded the total cost , but when photos were to be taken all 32 balloons were deflated except the numbers 9 and 7 . The customer is very dissatisfied because I ordered the balloons last year and they stayed inflated for over a week. I called Q in the South Bay store and he stated that her would reach ou to the ** but I never received any type of followup call from the store. Customer then filed another complaint today in regards to this matter.

  Business Response

  Date: 08/24/2023

  In checking this order, the notes indicate the customer was not satisfied with their balloon delivery (it was an online order fulfilled by a local Party City store and delivered by Door Dash).  We received a store request to refund the customer in full, which was completed on 08/17/23.
  
  As far as also sending out an additional balloon order beyond the refund, that is not something we can generate.  It would have to be done by the store directly or placed and paid for by the customer online and then we could refund after it was charged. In addition, just for customer expectations, any latex balloons will only stay inflated for about ***** hours **** even with hi float.  Foil balloons will last longer, for several days.
  
  If the customer would like this pursued beyond their refund, we can create a Store Forwards case which would be sent to the Store and District Manager to contact the customer and discuss further resolution with them. Please let us know if the customer wants to move forward with this action. Thank you.
  

• Initial Complaint

  Date:08/11/2023

  Type:Delivery 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.

  Deceptive business practices, Deceptive shipping timeliness as well as Deceptive shipping methods. Deceptive shipping xhargea

  Business Response

  Date: 08/22/2023

  If the customer could include a more specific description of the issue, we'd be happy to investigate and respond with a solution. What was deceptive about the business practice? About the shipping timeline? About the shipping method? About the shipping charges? What was ordered? When was it ordered? How much was it? Thank you

• Initial Complaint

  Date:08/07/2023

  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.

  It is my daughters 16th birthday. I was working all day and ran out of the house to get her some balloons. I live only 15 mins away from party city in ********. I am certainly aware the store closes at 8:00. I arrive and was standing in front of the store at 7:54. All I needed was balloons, ok, I knock on the door and wait a few minutes. A guy is at the counter and gives me the cut off signal that they are closed. They still had 5 minutes before closing. I would have been in and out of the store even before 8:00. Something needs to be done to correct this. I am not happy. I hope a representative calls me back regarding this matter. This is very unprofessional and poor business. I love shopping at Party City but not when they lock their doors a few mins to 8:00. Shame on you!

  Business Response

  Date: 08/08/2023

  Kindly ask the customer to include the date this occurred and the store address and we'll look into this matter. Thank you

• Initial Complaint

  Date:07/12/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  I had to cancel an order and reorder the purchased items because the order would not be filled because one item was out of stock. I had originally paid with a visa gift card. I did this over the phone. The person I spoke with at Party City told me the refund could not go back on a gift card so someone would reach out to me to discuss what debit or credit card I would like it refunded to. After a month and a half, I finally got a response that the funds were refunded to the original visa gift card. I informed them I threw the gift card away because I was told I could not get the refund sent back to the original gift card. Party city is telling me they will not send any money to me because they “already released the funds” regardless of the fact that their employee told me I couldn’t get a refund to the original gift card which prompted me to throw it away. I no longer have access to the gift card because I threw it away. I believe I should get my money back because this was not my fault as the employee was misinformed and told me the incorrect information.

  Business Response

  Date: 07/14/2023

  I've been informed that our team has escalated the issue to Customer Care
  via our Call Center Team.  We have reached out to her to try and help her
  understand the situation further, but she has not accepted our response.
  
  To briefly recap, she placed
  an order using a gift card; when items were cancelled from her order due to out
  of stock, she expected to see a refund, however we do not charge until
  merchandise is shipped, so she was not charged, therefore would not be
  refunded.  Instead, the original authorization would be released by the
  gift card issuer and the money would still be available to her. She advised
  that she has disposed of the gift card at her own discretion, and now wants us
  to refund funds we never took to another form of payment. 

  
  RESPONSE SENT TO CUSTOMER VIA SF CASE ********
  
  Hello *******
  
  Thank you for your response.
  
  We have reviewed your order .
  The order shows that when this order was placed, an authorization hold of 
  $81.52 was applied to your account, but was not yet received by us. Due to most
  of the order being cancelled, the only amount collected from the card was
  $27.03 for the cutout that was shipped to you. The remaining amount was not
  collected because the items were cancelled. 
  
  As we did not collect the
  funds for the cancelled items no refund will process because we did not take
  the funds. We can only refund what was collected and that must go back to the
  card it came from. We can not refund amounts  that were never
  collected.  Authorizations are released by the issuing bank and we cannot
  override their process.
  
  The banking rules as stated
  in previous emails are not our rules, they are from the banking industry. 
  This is due to the fraudulent use of credit or gift cards to receive refunds to
  other credit cards.  All refunds must process back to the original card
  account  they were collected from.
  
  The agent you spoke with was
  escalating this to make sure that you were getting proper information and
  confirm what could be done to assist you.  We apologize that you felt that
  meant that it was safe to get rid of the card. As explained we did not accept
  those funds so they would be released back to the card by the bank from the
  hold that was place on them. As we did not collect the funds, we are not 
  able to return them.
  
  We apologize for any
  confusion this has caused.
  

  Business Response

  Date: 07/27/2023

  We have reviewed this issue and due to the amount  in
  question we have decided to refund the replacement order she processed as a one
  time courtesy.  The customer is in agreement and has been advised that the
  refund has been processed. Thank you.

  Customer Answer

  Date: 08/01/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  ****** ********

• Initial Complaint

  Date:05/13/2023

  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.

  Your current employee at store 656 by the name of ******** was very rude and condescending- I asked to get my balloons blown up and as she walked away, she mentioned under her breath were busy you can wait . I find that very poor customer service, and very offending. I am a paying customer and I do not like to be treated that way I dont think anyone would like to be treated that way. I know those are not your standards and not mine either.

  Business Response

  Date: 05/22/2023

  To further investigate this issue, kindly confirm with the customer that this was in fact PC Store 656 in **********, **. Also, kindly ask what day/time this incident occurred; and was anyone else aware - another employee, a Manager, etc. Thank you.

• Initial Complaint

  Date:04/07/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  On February 10, 2023, I bought 2 ****** gift cards at $50 each from the store Party City, **** **** ***** ******* ********* ******** ****** When I went to use them on the ****** site, it said they were both $0 balance. I contacted ******, they told me they got redeemed on February 11, 2023 and the accounts that fraudulently redeemed the 2 cards are shut down and under investigation. Then ****** told me ro go to Party City for a refund. I went to Party city and they told me they don't refund gift cards, contact their corporate offices. I contacted Party City corporate office on March 22, 2023, they told me they will open a fraud claim investigation for me. Case number 03354016. Haven't heard from them since. Went back to the store today, April 7, 2023 and the general manager there at the store on East State Street, told me he has been in contact with Mike L*** at his corporate offices and Mike said he has been talking to me and emailing me regarding this issue. I have not hear anything from a Mike L*** or anyone from Party City all. The general manager also told me they will not help me, go to ******. I went to ****** and they still tell me to go to Party City. I would like help, both stores are pointing at each other to get the refund from. I am out $100 for these 2 cards and would like to get a refund. I have never had a problem with buying or receiving gift cards, this is the first time I have had a problem and both stores will not help.

  Business Response

  Date: 04/10/2023

  The STL/Jim W. will issue a full refund to the customer and process a PaidOut in store to avoid the customer waiting any longer. Thank you

  Customer Answer

  Date: 04/11/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  And thank you to everyone involved to get this resolved!! 
  
  Regards,
  
  
  *** ******

• Initial Complaint

  Date:03/31/2023

  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.

  I went to party city on 03/31/23 and I spent $104.59. Kim the general manager refused to give me my money back. I purchased balloons for $20.00. I was not gonna be back in time to pick the balloons up today so I was trying to see if the balloons could be picked up tomorrow instead. They kept saying that they are not refunding me my money because helium was already in them. I told them I do not want them any more and still failed to give me my money back. I want all of my money back from this place.

  Business Response

  Date: 04/03/2023

  This complaint relates to a franchise store. All franchise stores are independently owed and operated. Party City Corporation does not control the day-to-day operations of the franchise stores. The customer will need to contact the store directly to work with the owner for resolution. Thank you