ComplaintsforParty City Corporation

• Initial Complaint

  02/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I placed an in-person balloon order at the Party City in ************ ** on 2/13/24. I advised I believed ***** was her name that rang me up that I wanted the delivery slot of *****am. She had to re-ring my order twice because it was giving the wrong amount. I had paid for people to do the decorations with the balloons the balloons were hours late because Sand put 12-2. They had 3 different drivers deliver the order; one order was left in the hotel lobby without notifying me. The store was unaccommodating all the store said was that we can cancel your order. The decorations had to get setup with 1 dozen of balloons even though i ordered 5 1/2 dozen,

  Business response

  02/23/2024

  Upon preliminary investigation, staff states the original order was requested for 12-2pm delivery. All items were ready, picked up, and delivered within that window - according to the drop-off log for Doordash. The issue, however, is still being looked into. Thank you. 

• Initial Complaint

  02/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I visited Party City at ******************************************************************* on the night prior to my daughters birthday to purchase balloons . My husband was given balloons in a balloon bag and upon arrival home discovered there was a leak in a large balloon . We needed the balloons for morning and the store was closed by this point so we could not obtain a replacement. When I visited the store two days later to request a refund I was denied that refund and spoken to disrespectfully by a man who tried to mansplain me. I have since called corporate twice to file complaints and they refuse refund because they claim I popped the balloon. This store does not honor the refund policy they have posted and I would like my money back.

  Business response

  02/14/2024

  This complaint relates to a franchise store. All franchise stores are independently owned 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.

• Initial Complaint

  01/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I placed a huge ballon/decore order in June 2021 for delivery to an annual event. We NEVER received the order. At the time the supervisor/manager offered to replace the order for our next event. Fast forward..we placed a replacement order in November 2023when we came(it took 2 large suv and a full size vehicle) the store clerk AND manager stated someone had already picked up the order! When the order was placed (taken by *** who stated she was the manager) *** said that even WE wouldnt be able to pick up the order without the receipt! We had possession of the receipt so we know whoever they are stating picked it up DIDNT have the receipt. After about 30mins of back in forth..at this time we are already late for the event, the manager reluctantly stated she could replace the order in one hour. When we came back in to get the order..neither the previous manager or store clerk was there. They had blown up ANY ballons to have given to us. They were NOT the replacement order balloons! We took them as we were already late, and this is the second event that wouldve been without decore if we hadnt taken them. We lost about half of the balloons on the drive to the venue because they were over filled and kept popping. At this point I cant trust party city with my events! We are asking for a full refund as well as the store video so we may press charges on whoever picked up our balloons

  Business response

  01/12/2024

  Please ask customer the store address and/or store number and we will investigate the issue. Thank you.

  Customer response

  01/25/2024

  
  Complaint: 21134962
  
  I am rejecting this response because:
  There has been no resolution.

  Store location is ************************************;

  ******** **** 43219

  The store manager I worked with was ***
  I want a refund for all of the inconvenience AND for not ever receiving our original order 
  
  Regards,
  
  ***************************

  Business response

  02/01/2024

  I was informed that the customer will receive a refund. The team reached out to the customer and left a voicemail message to arrange same. Kindly ask customer to return the call. Thank you.

  Customer response

  02/06/2024

  [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

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was having a order delivered from party City today 12/30/23 btwn 9 am and 11 am. I receive my order tipped the driver ten dollars out of my pocket because I was told by another delivery person a while ago when you tip through the app they don't get the tips and I was handed my balloons in my order I had a 12 pc *** bouquet and i noticed 3 were deflated I'm upset because im like how long do they take to deflate? Was this done the night before or something so I call the first person I spoke to was rude and hung up on me after waiting to see if they were gonna call back because they tried to pretend like they couldn't hear me after taking me off hold no one called back so I called back and had to reiterate what I told the first person and it's like are you truly that rude? If hanging up on me was an accident how come I had to repeat everything to a new person as if it was the first time they heard of it? You would think seeing as this all happened within 5 minutes the person who hung up on me would've told whoever answered the phone like if it's the lady that was disconnected I have the info too much like right I suppose so after repeating myself the new person says they were ALL deflated? And that led me to believe she's saying I saw that order go out they couldn't be all deflated and I'm like if you saw they weren't all deflated how'd you miss these 3 or you did see them and just sent them anyway it ended with me getting 3 new balloons but I couldn't get them right away because I had to step out and then wait for the delivery these balloons are not worth this kind of stress I won't be ordering anymore balloons

  Business response

  01/02/2024

  Please find out what store (address and/or store #) customer called. We will investigate once we know which store. It would also be helpful, but not necessary to get a name for whom they spoke with. Thank you

  Customer response

  01/02/2024

  
  Complaint: 21076535
  
  I am rejecting this response because:
  
  ************************************************************** is the address the person that hung up on me sounded black I feel comfortable saying this because I'm black too didn't give a name the second person didn't sound black but both female neither gave a name and now I'm about to dispute on my credit because half of the balloons were deflated almost completely by New years eve night this has been a complete disaster 
  
  Regards,
  
  ***********************

  Business response

  01/11/2024

  January 11, ****, I was informed that someone did speak with the customer and a full refund was executed for the circumstances of the order. As for the phone issue, the teams have been spoken to and reminded of proper phone etiquette. I'm informed the customer was happy with the resolution. Thank you.

  Customer response

  01/22/2024

  [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

  12/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I attempted to make a store exchange because I could not find my receipt. I was told I had to tell the manager the exact date and the card used for purchase. I expressed my disapproval of the policy but I checked my bank app and provided the store with the date and the card used for purchase. I was then told they could not find the information in their system and I did not qualify for a store return.

  Business response

  12/18/2023

  Kindly ask customer what store the purchase was made (store # if she has that, or at least the address), and the manager's name if she got that. We will then investigate further. Thank you

  Customer response

  01/02/2024

  
  Complaint: 21018811
  
  I am rejecting this response because:
  
  I am requesting this case to be reopened and a resolution issued. The manager is ****** and she would not provide me with the last name and the store is located at ************************
  
  Regards,
  
  *********************

  Business response

  01/02/2024

  This complaint relates to a franchise store . All franchise stores are independently owned 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.

• Initial Complaint

  11/28/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 11/5/23 1st birthday party balloon order placed along with decorations. Pick up was 11/22/23 (evening before Thanksgiving). Party was on Thanksgiving. Store is closed on the 23rd. Paid $222.95. Paid extra for “special air” so balloons would last at least 24 hours. Balloons deflated after 12 hours. And store was closed. Party ruined without special 1st birthday balloons. Parents embarrassed and upset. Emailed party city corporate customer service on Friday 11/24 requesting full refund, since we wouldn’t have purchased the decorations or balloons if we knew they wouldn’t last 24 hours to get through the 1st birthday party. Two full business days have passed and no acknowledgment of any kind from party city. Disgraceful customer service by the store in Massapequa, NY and Corporate headquarters. We have always used them and never had an issue. Will NEVER buy from there again!

  Business response

  11/30/2023

  11/30/23 I was informed by the District Team Leader that the customer will return to the store for a refund. Thank you.

  Customer response

  11/30/2023

  [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

  11/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased balloon for my wifes birthday on November 12 and 2 hours later the balloon started to leak. I took it back and they refused to refund or exchange and wanted me to buy another balloon at the ****** Ranch location in **********. The staff was not friendly at all and non cooperative I left the leaky balloon at the store and left.I am requesting a full refund.Thank you

  Business response

  11/13/2023

  Kindly get the store address and/or store number from customer so we may investigate further. Thank you.

• Initial Complaint

  10/31/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I did not opt into receiving promotional emails but the company started sending me them anyway (daily). And there's no Unsubscribe option provided within them. Why do businesses think that's ok? What if I just started sending then a bunch of c*** about my life everyday, completely unsolicited. They'd think I was crazy, that's what. I will not shop at a business that thinks it's ok to harass its customers.

  Business response

  11/02/2023

  We will remove customer's email from the promo list immediately. Thank you.

  Customer response

  11/03/2023

  
  Complaint: 20804138
  
  I am rejecting this response because: you have continued to send me emails even after stating you would stop.
  
  
  
  Regards,
  
  ***********************************

• Initial Complaint

  10/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a Halloween costume for my daughter. Store had no signage for the policy for Halloween costume. My daughter didnt like the costume as soon as she saw it not even opening the package. The costume was 50 dollars. I went to try to exchange for store credit. I come back all these homemade signs were on the door. Saying the last day to exchange was the 26th. 2 days after it was purchased. This is robbery. Im requesting my money back and or a store credit. The costume are already pricey for one day.

  Business response

  10/30/2023

  Please ask the customer to include the Store address or Store number and possibly a copy of her receipt and we will look into this. Generally, our stores have signage all over and it's on our receipts that "Seasonal items may be returned up to 7 days prior to holiday."  Oct 26 is only 5 days prior and therefore not eligible for a refund. Again, we will investigate if we know which store it was. Thank you.

  Customer response

  10/30/2023

  
  Complaint: 20797671
  
  I am rejecting this response because:
  
  Halloween is a very busy season for Party City. The policy should be stated upon purchase so that customers are aware. Also even if I didnt receive a refund nothing stated a store credit. The costume is new never been open. I will not tolerate false advertisement.
  
  Regards,
  
  ***********************

  Business response

  10/30/2023

  Kindly ask the customer what store they purchased the item at /what is the address of the store. We will investigate this further. Thank  you.

  Customer response

  10/30/2023

  
  Complaint: 20797671
  
  I am rejecting this response because:
  
  Party City 
  ******************************************************************

  
  Regards,
  
  ***********************

  Business response

  11/08/2023

  Been informed by District Team Lead that customer will be returning to the store 11/8/23 for a refund. Thank you.

• Initial Complaint

  10/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This is my third visit to the *********** ** location in the past week. The service is very slow, the customer service is lacking and management is less than sympathetic. The final dissatisfaction for me was attempting to purchase balloons for an upcoming party. No guidance at all, no support regarding options just one exacerbated employee with an attitude. This is before I witness the employees acting like its high school in the store. There is no support for customers you are on your own. If you dont know what you want, need guidance stay clear. You get major attitude. ****** was the one shining light, the manager ******* did not even acknowledge when I introduced myself, didnt apologize for poor service I received. Just standing passively like are you done? Once I said, I guess you are just someone whos here but cannot resolve, she states shes pretty high up and acknowledge her team brought the issue to her attention. Then why did would she not offer to apologize to me, call me by name or state it was nice to meet me or so sorry this occurred. When I pointed it she said nothing in response to my concern, just she is high up and then she would speak with her. It was very disheartening experience and I will take my business elsewhere in the future. I really only continued because of ******.

  Business response

  10/24/2023

  We have reached out two times leaving messages for the customer - waiting for a call back. In addition, the Store Team Lead has spoken to and reminded the team leads about customer engagement in various situations and with the entire team about service and positive customer interactions.  

  Customer response

  10/28/2023

  
  Complaint: 20764728
  
  I am rejecting this response because:
  I received my order today Saturday October 28th .  First, the delivery was late. Secondly when I asked him why he gave me some items, he said, that is what they gave me. I reviewed everything in detail after he left. It was incorrect. They gave me the wrong order. I called to try to resolved. I called 3 times before I was able to get anyone on the phone. The first person placed me on hold. No one picked up. The next person said, why do you want to speak to a manager with an attitude and hung up. The next person I spoke with after I called back sent it to a manager, she said her name was ******, I tried to explain. First, as a manager, she did not try to find my order, the second thing she kept telling me I just had to come in. Then I said wait you want me to leave my party and come in so you can resolve? Don't you have my order you delivered it? She hung up. I called the store 5 times afterwards. No one is picking up. The manager need to be fired or retrained. This is the most horrible customer service I have ever encountered. They should not be allowed to treat people like this. 
  
  
  Regards,
  
  **********************************

  Business response

  11/02/2023

  Regarding the customer's 1st complaint - customer service: The store Team Lead spoke with all team members involved and reminded them of our commitment to providing excellent customer service. She also had a meeting with all team members, noted a daily reminder and continued to do so. She reached out to customer on 10/23 and 10/24 and left a message with another team member present to apologize for the bad experience and assure she's a valued customer.

  Regarding the customer's 2nd complaint - late/wrong delivery/calling several times: call logs were checked and there were no consecutive calls from any one number; when checking the order, all items were verified before they were sent out for delivery and all were accounted for. We do use door dash service and we have a two-hour window of delivery. We confirmed this order needed two drivers which, did come at different times however, within the two-hour window of delivery. 

  Customer response

  11/07/2023

  
  Complaint: 20764728
  
  I am rejecting this response because: I attempted to rectify the situation by calling  the store multiple times. They are not telling the truth.  The ******* location, the same store I frequented on the other two occasions and had similar customer service incidents with. My delivery was for October 28th from 9am to 11:00. They did not come until 11:30 close to 12 I believe.  I told the store I wanted by 10am. If you do not believe me have someone, a random person call. They will  receive the same challenges. They are not being truthful. They need no leadership. I am so upset by these lies and the poor service, I am calling my local city council person.  They do not answer the phone make excuses for their behavior, give sub par service and there is no leadership.  Tax payers are getting subpar service and told to take it. One time is an incident, maybe twice is a bad day but 3 times in the span on a week, is a problem.

  Their  responses infuriate me. I have not had one person leave a message. Random numbers calling my phone. No call back number nor any voice message.  Firstly,  they do not answer the phone in a timely manner.  Secondly, the staff is rude and highly unprofessional.  Lastly, I received the wrong items. It was just wrong. After I had two incidents in the store. The day of the delivery  I called multiple times attempting to rectify. As I was physically unable to go into the store.  I asked the driver, what is this. He had no proper answer. That is what they gave me. Perhaps  he want to another customers house again, as he obviously gave me their baby shower items instead. I could not go into the store, that is why I paid for delivery service. But they wanted me to come in to address.  The manager who I spoke to after multiple attempts to get a manager on the line, ******, if that is her real name,  stated the only way i could resolve was by coming in and exchanging,  which meant I would have to return the balloons in the middle of the party. I could not do that. The merchandise delivered was incorrect to support my balloon order and no one came to my house a second time.

   

  I did not like her response. It was like, oh well. I just told you what to do.  She abruptly cut me off while speaking when I stated, you want me to leave my party my home at this time.  Then when I called back for up to one hour no one answered the same line. My husband went to the store the next day as I was so upset.  He explained everything and took back the merchandise and what did they do, state the items weren't on the receipt that he brought in. This was so unbelievable.  Of course they weren't,  they sent the wrong items. Why else would he go in a store with the receipt and the items, accessories for the balloons, not be there. This is the sales staff. They are totally unprofessional and not helpful. They did not direct him to a manager. He became  so frustrated he left. I am now out of money I paid for my original order and what they sent me looked like it was intended for a baby shower. I am so upset. It ruined my sister's surprise party. 
  
  
  
  Regards,
  
  **********************************

  Business response

  11/09/2023

  District Team Leader spoke with customer this morning (11/9/23). The customer's experience and concerns were heard. DTL shared that coaching and training is continuous on how to put the customer first in all situations. We believe the issue has been resolved. Thank you.

  Customer response

  11/14/2023

  [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. I am very happy with my discussion with ************** I believe. I also appreciated her follow up. Her personal gesture was very affirming for me. I just wanted to be supported, spoken to with respect and given an opportunity to hear some tangible and realistic goals about ways to address things for customers. My best to the District Leader and Party City. I was amenable to her approach as she certainly placed a little personal in the professional. I also appreciated her diligence. 
  
  Regards,
  
  **********************************

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