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:01/15/2025

  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.

  I booked a birthday party on 10/23 for 1/24. I paid an $800 deposit. I lost my job in November. On top of that, I found out I was expecting my 3rd ****** making it financially impossible to proceed with the party. On 12/20/23, I texted the owner, *******, to cancel & request a refund. My message was read but ignored. After a few days, I followed up via email, & she responded that she couldnt refund me because she had turned down other bookings for that date. I suggested she try rebooking the slot & refund me once it was filled, but no response. On 12/27, after more follow-ups, I asked if I could use the deposit for future events. I thought this was a fair solution. I received no response. Eventually, I called & spoke with the manager, *********, who promised to speak with her & get back to me. Days passed with no callback. When I followed up, ********* said she had approved a 50% credit of $400. ********* assured me Id receive documentation confirming the credit, but I didnt. On 1/1/24, I followed up via email about the credit & updated documentation but received no reply. After further calls, ********* confirmed the credit was applied. In Oct. of 2024 I tried to use the credit for an event but then ********* informed me it had expired on 6/27/24. At no point had anyone told me it would expire. If I knew I would have used it. Despite being promised another callback, ******* didnt respond. When I finally spoke to her, she said she couldnt reinstate the credit because it had expired. She also denied prior discussions about expiration & insisted she had informed me, which wasnt true. I explained that my credit discussions had been with *********, who never mentioned any expiration. She called me a liar & even denied that I ever spoken to *********, despite my emails proving otherwise. She refuses to refund or restore my credit when nothing was spent on my party. No supplies, food, or decorations were ordered, only a digital invitation, which doesnt cost $800.

  Business Response

  Date: 01/16/2025

  To Whom It May Concern,
  

  ******** ****** booked a party with WowMoms World Long Island in October 2023 for January 2024. Our team invested considerable time and effort to tailor the event to her specific needs. This included combining two party packages, providing a substantial discount, allowing her to leave less than the required 50% non-refundable deposit, and creating custom invitations at no additional cost, which we revised multiple times per her requests. Despite our efforts, *** ****** canceled her party one month before the event, leaving us insufficient time to rebook the slot during our busiest season, resulting in a loss of income.
  

  Our policies, clearly outlined in our party agreement and reiterated in email communications, state that deposits are non-refundable. Nevertheless, we extended a $400 store credit to *** ****** as a gesture of goodwill, valid for six months from the canceled party date. This arrangement was confirmed in a phone conversation.
  

  *** ****** did not attempt to use her credit until September 2024, well beyond the six-month validity period, for a Back-to-School event. When she called to inquire, we courteously explained that the credit had expired. However, as a further accommodation, we offered complimentary admission for her three children to the event.
  

  Unfortunately, during this conversation, *** ****** became disrespectful, accusing our team of being unresponsive and unaccommodating. We have consistently responded to her inquiries via email or phone and have made every effort to address her needs promptly and professionally.
  

  As evidenced by the provided emails, we have gone above and beyond to accommodate *** ******* numerous requests and her indecision regarding the party. We stand by our policies and the accommodations we extended, which exceeded what is typically required.
  

  Sincerely,
  

  ******* ********
  Owner
  WowMoms World Long Island

  Customer Answer

  Date: 01/16/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: 

  At no point did the company provide written notice or verbal notice that the credit would expire. I received no email with terms or conditions like requested, and when I spoke to the manager, *********, she never mentioned an expiration date. I also sent two separate emails requesting documentation regarding the credit, and the company never responded.
  
  Additionally, I never signed a contract, meaning any terms they are trying to enforce are invalid. Despite this, they have kept my full deposit and now refuse to honor the credit they initially offered as a resolution. She even attached the contract to this complaint and it was not signed. 
  
  Now, not only am I out $800, but Ive also lost the $400 credit I was given. The owner claims theyve been accommodating, yet they failed to provide essential information, have ignored my attempts to get clarity, and are enforcing nonexistent terms.
  
  This is completely unacceptable, and I am demanding that the company honor the bare minimum of atleast a $400 refund since she wouldnt honor the credit that she originally offered. She is offering 0 resolution. 

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