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:01/31/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 a party booking on 01/06/2024 and the process on how it was handled made it the most stressful experience ever. Most of the staff tried their best and some was just very unprofessional in aspects of how they speak to the customers. I was there an hour prior to make sure that the check in was to be a smooth process, yet when all the chaos of everyone to trying to check in their party and newcomers of day passers trying to get checked in. I had to push my way to even get my party in as there was no specific lines for parties and or single day customers. There were several parties at 2PM, why wasn't it managed better for a better check in process if this is how is usually gets. I don't know if this reaches corporate but I hope someone who owns this business contacts us because for us to spend all that money and for us to not get a refund of our $150.00 deposit back if we choose to cancel is ridiculous I had to push my way into the crowd to get my party to start in general. Our party did not start until after 2:30 PM and like I said, I had to push through all the madness and I was told to clean up a little after 4 PM so that they can get set up for another party. Mind you, I thought I paid for a 3 hour block, and all the staff's attitude about the situation was like "Oh well, what can I do." Plus I was told to come in 24 hours to bring in decor and none was set up, so that was a waste of gas and gas is not cheap. So overall, I am disgusted with this experience. We basically paid for a service that was not 3 hours and only received 1 1/2 and was told to move our decor for the next batch of people that paid for the party table. Decor was not set up.

• Initial Complaint

  Date:04/29/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  my sons guest arrived around the same time and were checked in together.many guests had concerns about the attitude and tone of some of the young ladies at the register. The children began to play and we had a couple of older guests with our party as well as a pregnant guest. Their shoes were placed on to avoid slipping and falling as they walked to seats .one of the employees a young lady with locs or twists in her hair bright green shirt approached a few of our guest and told them you need to remove your shoes and if I have to tell you 2 or 3 more times then youll be asked to leave. 1. The issue was never WHAT was said but HOW. Immediately after , another employee *********************** came over and said the same we were all confused about why. The other young lady had JUST walked away. Again the tone used was very unprofessional but we kept quiet . Our party Host a very pleasant ***** lady her name is not coming to me at the moment actually had great communication apologized for the attitudes of said coworkers and went to go grab a wrist band for our pregnant guest. We felt the situation was settled but then ANOTHER supervisor walked up and again in a nasty tone approached and said those are for people with bad knee issues and she shouldve mentioned being pregnant at the doorOne of the employees , not a supervisor, was so loud and even JUMPED at my sons father ( the additional paying party) as well as his sister . The police even mentioned this was their 2nd time visiting the premises in two days further proving a point that the staff in some way needs to have some accountability. Our party started at 2 and things began escalating within the first hour by 2:45 we were being asked to leave . I have never had an experience as this before . It was EMBARRASSING and completely uncalled for. My son didnt get to enjoy the party he had talked about for weeks, school friends and even family had to bear witness to the most unprofessional situation ever .