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Business Profile

Family Entertainment

Kids Empire (Mesquite)

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Family Entertainment.

Complaints

Customer Complaints Summary

  • 6 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/29/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    We visited the fire wheel location in ****** ***** December 2024. My daughter was injured due to children running up the slide. When I brought it to the attention of the employee he approached the other childs mother. They both proceeded to laugh about it and he walked away. Since it was evident nothing was going to be done about it I asked for my money back seeing how we had to leave just 30 minutes after we got there and nothing was going to be done to stop children running up the slide. The manager proceeded to complete a rerun before we left the premises however the money was never returned to our account. I requested an incidence report but given that he had returned our money I just let it go. Well needless to say, he never issued a refund at all. So I contacted the corporate email multiple times and they attempted to address the issue but then would stop returning my emails when I enquired about the information that was needed from me to process my refund. This has been going on two months and I have received no refund and they have stopped responding to my emails. Given that I was assured I would receive a refund on top of the fact that the manager explicitly stated they were understaffed and could not monitor the safety of their establishment they should no longer be in operation . If the establishment is not fully staffed, it should be operational. This is a safety concern for all involved.

    Customer Answer

    Date: 02/04/2025

    Hello, 

    this issue has been resolved and I have received a refund. Thank you for your time and assistance. 

  • Initial Complaint

    Date:03/01/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 birthday party for my son at this establishment. First off, they were very unprofessional. I had to constantly be asking about when they were going to be doing the next step in his party. When we arrived, they didnt offer any drinks or snacks, we had to go ask for them. Every step of the way, we had to ask for them to do their jobs. They were being nice about to so I didnt say anything. Once the party ended, we all went home and at that point, I realized we were never given the party favors that are part of the package. I called and asked what could be done about this. They told me they could give us the favors if we came back. I told them that wasnt an option because many guests lived far away and asked what else could be done. I was then told they would offer me 2 free passes to come back later on. I said that would work and asked if they could send me some proof so I didnt have any issues. They said I could just call and ask someone and they would have a record of it for me. Fast forward to today. I called and did as they said-surprise, surprise, no one knew anything about the free passes, and they went back to saying they could give me the favors. Meanwhile, the issue is still the same. I would have to drive around to all the guests houses and distribute theses favors because of their error. All Im asking for is that they give me what they told me they would and that they would acknowledge their error in this situation.

  • Initial Complaint

    Date:02/11/2023

    Type:Customer Service Issues
    Status:
    Unanswered
    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 villa park manger threatened my daughter in law said she would clock out meet here outside!! are you kidding me this is a manager you trust to take care of your place very rude public humiliation i will never come back with my kids again terrble management !

  • Initial Complaint

    Date:01/24/2023

    Type:Customer Service Issues
    Status:
    Unanswered
    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.
    The ********* Kid's Empire closes the bathroom at 6:45 p.m. and it closes at 8 pm : They put a yellow tape and a sign saying closing for cleaning but I was told by the employee it was close for the rest of the night. Go outside the facility to find an open bathroom. I did emphasize about the issue that if they close at 8 pm then the bathrooms should remain open. They said no they always close the bathrooms at 6:30 pm . This is not acceptable especially when you have children 5 and under.

  • Initial Complaint

    Date:01/23/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    We booked Kid's Empire online for my daughter's 5th birthday for the Meal Option at the ********* location in Dallas. A week before the birthday I confirmed that 31 guests would be attending and that we would provide the pizza, cake, and decor. They confirmed that we would receive a $30 credit and $200 for the pizza in advance.

    Upon arriving at the venue, we informed them that we would have fewer guests due to kids having the flu and covid and only had 15 guests in attendance Their party helper was utterly useless and needed me to tell her how to do things - to set the tables, clean up trash and didn't help when one of the kids got hurt. The manager was nasty and rude, only coming over to tell use that we couldn't move a bench, and didn't even greet us or ask how we were doing.

    We only used half of a bottle of coke and water, none of their decor, or food, and returned the extra gift bags. They also never offered us gummies. We were told we had to pay the full amount for 31 guests, even though I never signed a contract or was informed that I would pay for the full amount. At $39.90 that's $700! We were also charged for the pizza and were never reimbursed when I emailed their customer service. I understand they have some operational costs but surely they could have worked something out with us and not charged us the full amount because then we would return as patrons A drop in play is $19.90, so I don't think I should be charged that amount for kids that did not play. I've followed up with the twice about reimbursement for the pizza with no response. This company is deceptive, misleading, and rips off families.

    I approached the staff about it being bad business practices and their response was "Lots of things here are bad business practices," and "good luck getting your money back, lots of people are trying."

  • Initial Complaint

    Date:10/25/2022

    Type:Product Issues
    Status:
    Unanswered
    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 October 10th I took my child to Kids Empire to celebrate his birthday. The cost of him to play is $21.50. I was overcharged $43.00 and could not get my refund. The girls that were there did not take me seriously at all. I told them I was overcharged and needed to speak to a manager the girl asked me "over a refund?" Yes for sure over a refund as that $64 was the LAST money I had. The girls gave me a fake manager number because I later called the store again and was told that was not the correct managers name or number. The girls took me as a joke as I was really in need of that $43.00. I emailed the ****************** on October 10th and NEVER heard back from anyone. This is the most ridiculous thing ever and has caused me a great amount of stress as I didn't have money for gas to get home and had to call and borrow money. That $43 may not be a big deal to most people but it was to me. This was Kids Empire in FireWheel. Please make sure this gets to the right place.

Kids Empire (Mesquite) is NOT a BBB Accredited Business.

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