Complaints

• Initial Complaint

  02/22/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  To Whom It may ********* held an event at Whirlyball in **********, ** on January 7th, 2023. On January 10th, 2023 I reached out to *************************, Event Coordinator for Whirlyball to discuss my dissatisfaction with my **************** that I did not receive as part of my party package. Please see below that message I sent to *******: Dear ************************* or Whom It May ********************** the experience at Whirlyball Brookfield was less than subpar. For myself as the host and many of my guest, we more than disappointed and dissatisfied to say the least. I am well known within my community and circle to be an above average party host and known to introduce the most memorable experiences; however, this was not one for bragging rights.I paid for a party package, that was to include a room, two scheduled activities, a party *************** soda, and cupcakes. I also added additional food items upon arrival.During our 3-hour time, I can count on my one hand the number of times I saw my party waitress and that would be when I had to go to the desk to request her. Our group started with Whirlyball, after Whirlyball we were to be taken to a room for food, beverages, and cupcakes. When we got to the room, there was a substantial wait for the pizza, I had also ordered several orders of fries and additional pizzas, one order of fries came up by itself before the pizza, no condiments (ketchup). When pizza came, 2 pizzas came, we were in need of soda and still no ketchup. Its hard to articulate in this email, in detail how, none of the food came out together. I had to run to the desk several times to ask for any and everything my guests were in need of. I kept making my guests promises food coming, drink coming, nothing came. We were in need of cups, more plates, some food never came, cupcakes never came, no refills. Its endless with my complaints.I spoke with **** the Manager and our waitress. I also reached out the front desk staff, and another worker several times to the point, where my reaching out for help was useless and unheard.I had to go ask who was getting my group for laser tag, where we supposed to go somewhere or was someone coming for us. My guest went into Laser tag, hungry, without food. I ran up and down the stairs to get request refills on soda. That did not come. I had guest leave the party, my sons guest was telling their parents their hungry and thirsty.Towards the last 15 minutes before our scheduled time was ending and I waited to be acknowledged, I was waiting at the desk, I got apologies from the waitress who blamed others. At this time, I was told a space could be found for my guest outside our private room and an order could be placed and the food could come out but it would take an additional ***** minutes. I laughed softly and said I still never got the cupcakes. I politely said no thanks. Then I as I began to walk away the manager came to me and stated I was not intentionally ignoring you its a lot happening, a lot of larger parties. We are short staff and she told me she appreciated me for my patience. I expressed my embarrassment, and my disappointment. She offered her apologies to me. I was physically and mentally exhausted trying to bring this party together.I did not get what I paid for, I did not have a positive experience, neither did my guests.I do not like to blame it on race. However, the thought crossed my mind is it because we are a minority party group? Is it short staff? Do they treat us less than because they think they wont get a tip?All of these thoughts crossed my mind. Instead of enjoying my sons 13th birthday milestone birthday. I was thinking about the injustices of the world today, how some groups are still treated less than no matter how much money you make, no matter if you pay your way.I definitely do not get what I expected or paid for. I do believe I deserve a refund.Sincerely,*************************** I have sent several additional follow up emails to *******, she have communicated to me she have followed up with cooperate, no one is responding, then am told I should hear back from someone but there's nothing else she can do. I am getting sorry someone should get back to me but still haven't gotten anywhere. I have a tread of emails and ************************* responses, but no resolution. I paid ****** deposit 12/8/22 I paid ****** on 1/10/23 day of party I also paid for additional food on 01/10/23 that never came. What I did not get:Dedicated ************** Soda All food Cup Cakes Adequate private room Smooth transition to activities ( workers wasn't sure who was leading our guest or who was doing what)

  Business response

  03/14/2023

  Our team has been in contact with *************************** in regard to the concerns shared in the statement provided and have worked on a resolution with them directly.

  Given the concerns provided we have shared a refund due to the issues and anticipating their return at a future date which was the outcome from our follow-up.

  Thank you.

   

  Customer response

  03/14/2023

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  11/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am disgusted with the service that has been provided by your company. I have called at least 4 times within the last month to schedule a birthday party for my husband for tomorrow 11/26. My first call, on 11/3, I was told that a 6pm time slot for 10 people was available and someone will call me back to book it. 3 calls after that I was told someone would call me back each time. No one ever called me. I called today to confirm the party for tomorrow and now I'm told there are no times available until 11pm. I have planned this for a month. Apparently there are only emails going out to confirm parties and I never received an email because your reservation line spelled my email wrong. My email is my first and last name. I clearly stated how to spell it correctly. I would think after calling 4 times someone would clarify if my email was correct since I have not received communication and email is the only communication going out. This has been the worse customer service experience I have ever had. I will never visit your establishment and none of the people that were suppose to be at the party will come to your buildings. This is horrible now to be left with no birthday party location last minute because your company failed to follow up with a customer properly. Despicable!

  Business response

  12/06/2022

  Good evening BBB Team,

  The guest - ************************* who sent this complaint to you also reached out to our Event Sales Team. Our team was able to accommodate the groups interest in joining us on the date they requested. We took additional steps to ensure everything was ready for their arrival to play WhirlyBall for their group.

  After speaking with our on-site Operations team they confirmed the guest did join us that evening and have shared the payment as confirmation. In speaking with our General Manager at our ********** location they appeared to have a great time and look forward to having them back again.

  Please let us know if you have any questions in reference to our response.

  Thank you,

   

  *******************

  CEO

• Initial Complaint

  07/19/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Date of Transaction: April 2, 2022 Service: Laser tag for a group of 10 people Amount Paid: $272.50 Reservation email: ********************* Whirlyball did not provide a service we agreed upon. My husband and I reserved 10 spots for laser tag for my my birthday at 9PM on April 2nd. When we got to the room for laser tag, we found out another group of 17 also reserved for the same exact time. There were 20 vests available...and 5 we're broken. We tried to get some kind of communication and the manager on duty but she avoided talking to us. The other employees told us it's because we reserved online and they have different systems and that our charge was also unrefundable. Their only solution was to reschedule for another day...how do they expect us to just gather the same 10 people. This error was Whirlyballs fault and they expected us to reschedule. We have been trying to get in contact with the manager (***********************) from Whirlyball via phone but every single time we call, she so happens to be on a meeting and doesn't call us back. We have also contacted her via email, we have explained everything there needs to be said but she keeps on insisting we reschedule and completely ignoring everything we previously said. This is unacceptable because the other group that got overbooked with ours that same night, got a refund but our group did not. Whirlyball refuses to try to resolve our issue, all we want is our refund since we did not get the service we agreed upon for that night.

*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. ↩