Complaints

• Initial Complaint

  06/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought balloons and need to Return. Theyre unopened, unused and the policy stated on their website is not being followed. Theyre refusing to take the return stating the policy in their own website is incorrect. After giving a truthful review online they took to ******** to speak negatively about me and call me names. Id like to be refunded and have the post removed.

  Business response

  07/02/2023

  Party Planet refused to accept the return of balloons because our policy states that balloons purchased from our business is not eligible for returns. Our return policy is listed in-store, online and on customers receipts. The customer verbally abused 2 of the employees in-store when the items were not accepted back as a return. Customer returned a few days later and attempted to return the same items to Store Owner. The customer was made aware a second time that the balloons are non-returnable items. The customer became verbally abusive once more and threaten to harm the business and our employees. The cops were called to trespass the customer, however, she and her family left the premises before the officers arrived and the cops explained that the customers would need to be there to execute a trespass. The same evening the business received a review from this customer on ****** with harmful language. ****** removed the review. We reposted the customers' review on our ******** page and included our response. Since then, this customer continues to harass and perform retaliation actions towards our business. Please see the attachments as proof of our return policy. Party Planet does not mean any ill will towards this customer nor any of our customers. We will continue to provide professional and great customer service to all of our customers. 

  Customer response

  07/03/2023

   
  Complaint: 20220857
  
  I am rejecting this response because:
  their account of the situation is factually inaccurate. Their return policy on their website states the balloons are returnable. Their employee told my partner she didnt know how to do a return or exchange. No one was spoken to rudely. My child found scissors and box cutters on the floor and the staff laughed about it. We went back several days later to speak to ********* the owner who became rude and nasty to my partner. Rolling her eyes and calling her names. My paryner was crying and said thats ok, well just share our experience with reviews. And both the owners mocked my partner again. We left, I wrote a factual review that I later deleted ** my partner said it wasnt needed. Police werent called, no one was tresspassed.

  Business response

  07/10/2023

  In my first response, I attached copies of Party Planet's return policy. See policy for your review below. Furthermore, my previous response is a factual account of the customer's interaction with **********************. The customer was treated and spoken to in a respectful manner. The customer became verbally abusive once we explained that the balloons were non-returnable/non-refundable items, so the police was called by Party Planet because of her threats to our business. The customer left angry with me (*********) but she was not crying. It is my belief that this customer is including false details and accusations about the condition of the store and the staff's interaction for negatively impact our business because she is upset with our return policy. The most recent update that has occurred since my response to the customers complaint is a chargeback request I received from the customers' credit card company. The merchant is investigating the transaction currently, both the customer and I are awaiting a response and final decision.

  In-store Receipt Return Policy:

  RETURNS: Professional grade balloons, Wearables, seasonal, dated, special order & custom items FINAL SALE. Accepted: Unopened items in the original packaging within 14 days of your purchase with receipt, NO EXCEPTIONS. Merchandise must be new condition.

  Online Return Policy:

  Return Policy
  Standard Return Policy:
  We want you to be satisfied with your purchase. If you are unsatisfied with your purchase and wish to return it, simply send it back to us within 10 days of purchase, in the condition you received it, for a full refund.
  All returned items MUST include the Shipping Receipt or in-store receipt. Refunds are for the cost of the merchandise only. Return shipping charges are not refundable. Custom items, balloons, edible items, wearables, seasonal and dated items  are non-returnable. All returns will be credited to the original form of payment.
  All merchandise must be in new condition, unopened, not damaged, unworn and in original packaging. Returned product that has been used, worn, altered, is missing pieces, or is without its original packaging or garment tag will not be credited back to your account. Please double-check to make sure you have included all of the pieces and packaging before returning. Special orders placed for customers are FINAL SALE.
  Balloon orders, balloon decor and custom work must be cancel prior to 5 days before due date for refund eligibility.
  

  
  

  Customer response

  07/18/2023

   
  Complaint: 20220857
  
  I am rejecting this response because: the business has done nothing to resolve the issues. Theyre deceitful going as far as changing their website after my complaint was made. They continue to lie in an attempt to cover up their terrible policies and business practices. 
  

  I also did not dispute any transaction and theyve attached another customers receipt to this complaint  

  
  Sincerely,
  
  ***********************

*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. ↩