BoardWalk

Review: On 10/19/2013 I had my son’s birthday party at The Boardwalk. I had reserved a room on this date beginning at noon and advised the sales associate taking my reservation that the kids would be playing laser tag at the end of the party. The, “party hostess” arrived at 12:15 and took a long time getting the tokens and wristbands which the kids required access to in order to enjoy the facilities. Because of the delays, I spoke to a female Manager (I believe her name was [redacted]) who agreed to allow us to remain in the party room for an extended period of time due to the inconveniences we experienced. This complaint is not regarding these facts as the extra time was a fair resolution. My complaint is regarding the laser tag tickets I purchased from the party hostess….

When the party hostess asked me how many laser tag tickets I wanted to purchase, I told her that I’d like each child to be able to play 2 games. I told her that we had kids of various ages and I was not sure if all would want to play and if they did play, would want to play once or twice. She advised me that in order to close out my bill for the entire party, she needed me to order a specific number of tickets. Because we had 12 kids, I purchased 24 laser tag tickets. She assured me that I could receive a refund for any tickets that were not used. All of the kids played during the 1st game yet most, including my son, became angry or upset, leaving the 1st game before it ended because the laser tag guns did not operate properly. I randomly chose a child and took his laser tag gun to see what was happening. A red beam of light did shine from the gun but the red beam did not trigger the opponent’s vest to light up which is what happens when an opponent is shot. I had 1 child on the opposing team stand still so that I could shoot at his vest from a 1 inch distance; nothing happened, confirming that the gun was not working. Nobody wanted to play again after such a frustrating 1st game. I did tell the laser tag staff member who just apologized.

I could have waited for a manager to get a refund for the 12 unused tickets but chose not to because I had already complained earlier in the day about the hostess and because I have a disability and was in pain, eager to get home to lay down. I did come back the following week but came too early, unaware that the Boardwalk does not open until 11am. Today, 18 days after the party, was the 1st opportunity I have had to go back to the Boardwalk after 11am. Even though I brought the 12 unused tickets and my receipt, when I spoke to Assistant Manager [redacted], she said she could not issue me a refund because I had waited, “3 weeks” which according to her was, "too long". She did tell me we could use the tickets but we don’t intend to ever play laser tag there again as the equipment does not work. When I told her this she offered me wristbands which allow kids to go on the bounce house, carousel, soft play gym and a few other similar rides yet my son is too old to enjoy these and we certainly will not be taking him there 12 times!

The party package rate for 2 games of laser tag is $4.75 per person. Since the kids played just 1 game, I am requesting a refund on 1/2 of that rate which would be $2.375 each. $2.375 x 12 tickets = $28.50Desired Settlement: I would like a refund for 12 unused laser tag tickets: $28.50

Business

Response:

Ms. [redacted]-I received a letter of complaint from you that was sent to us through the Revdex.com.

I am sorry that you had to go through such great lengths for your refund.....

We should have handled your issue the first time. Our goal is “ take care of our customers”. When something goes wrong, as it did in your case, we want resolve the problem fast and satisfy the needs of the customer. In your case, we didn’t do our job and we didn’t achieve our goal.

I again apologize, for the inconvenience and aggravation that we caused you..

You refund will be sent out today...

If you should decide to give us another chance, I have enclosed a coupon book, that I hope you and your family can put to good use.

Newport Diversified, Inc.

Consumer

Response:

I received the same response made by the business in reference to complaint ID [redacted] and also received a refund check in the mail today. This resolution is satisfactory so I now consider this complaint resolved.

Thank you very much for your assistance,