Complaints

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• Initial Complaint

  Date:03/10/2023

  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.

  October 2, 2023- booked a birthday party over a week prior for 11 kids. The package was to include water bottles for each child. Employee said they ran out of water and would not offer another drink in stock (fridge was fully stocked except for water bottles). I was given managers phone number. Manager was angry, abusive and accusatory- said we started jumping an hour before our time- an outright lie. Our guests arrived 30 minutes before our booked time- they played pinball for 15 minutes then lined up for their wristbands 10 minutes before start time. Manager refused any drink or discount for missing water. Manager angry, raising voice on the phone- I hung up and blocked his number after he called back to harass further.
  My wife and I found water bottles to fill up at their water fountain- employee came with four small bottles of coke after watching us do that- complete inadequate for all the guests.

  Business Response

  Date: 03/11/2023

  Hope you are doing well, We are really sad that this Incident took place in Funpark. We believe in providing our best customer service to our customers. We did not have any experience with anyone in the past. Actually When they arrive we were not aware of not having water bottles in the location as we were expecting delivery that day. They arrived 30 minutes early for the party, we allowed them to start jumping early. Moreover, When I received the call from customer, I was explaining to them very politely about the inconvenience that happened, As the music was loud, so the customer was not able to hear properly , that's why I was repeating two- three times, maybe because of that misunderstanding happened. I never had such experience happened in the past. To accommodate the loss of water bottles, we allowed them to jump for extra 30 minutes after their timing was up, along with that we providing them soft drinks( 500ml). Also we providing paper cups for kids, so they can drink water from the water Fountain. We tried calling the customer afterwards, but could not able to reach out. We believe to provide best customer satisfaction. We are truly sorry about this Incident.

   

  Thankyou,

  Best Regards,

  Aleem.

   

  Customer Answer

  Date: 06/11/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  *** ******* ******** *** *** ********. We did arrive early, BUT, my wife pre-arranged when we  booked that we would like to be there thirty minutes ahead of time to set up for our party (as their website states one should do). Our kids waited until 15 minutes before our booking time to get their wristbands- like the Funpark website also recommended we do! And they spent money on the video games while we were waiting!

  and not one child was on a trampoline after our booking time ended- not one!

  All we want is the water bottles we paid for and did not get. If the owner had provided any other drink in replacement we would have been very happy. Instead the owner was angry and accusatory on the phone- ******* saying we were using the jump park more than we paid for. That is absolutely not true and we feel extremely disrespected.

  all we wanted is what we paid for (and to be treated with respect). My wife was forced to try to find a container and use their water fountain (which did not work very well) so our kids had something to drink after an hour of jumping and to have with their pizza. We were running around and scrambling.  It made it a stressful and not a fun night for us. Then the workers brought four 300ml Mini bottles of coke (not 500 ml as the owner wrongly reported). After we had been running around filling up the water containers. Four small bottles for 12 thirsty eleven year old boys. How do you split that up? 

  We feel the owner should refund the cost of 12 bottles of water. We even had a parent buy an overpriced juice box because their son was begging for one (around 3$). 

  As the average price of a bottle of water in such an establishment is around three dollars. I would expect **$ refunded on my credit card would be the absolute minimal thing the owner could do. This is a very reasonable request. 
  
  Once again- all we want is what we paid for. Nothing more.
  

  
  Sincerely,
  
  
  
  Sean *******