In response to the complaint, as Mrs*** stated, "the rules of the party were explained to her." Before we receive a payment we let our customers know that there is a non refundable deposit of half of their party package required in order for us to make a reservationOur website
FAQ's are there as informative information for our customers to review, it clearly states in bold red letters NO REFUNDS (as shown below)Here at Bouncee Pouncee we maintain courteous & respectful interaction with our customers. We will not be granting a refund, but would be more than happy to have great birthday here for their daughter. Our policies are put in place so that we may maintain a high level of customer satisfaction.PARTY FAQ'S
How do I reserve a party and what is required?Reservations can be made over the phone or in personA deposit of half the package value is required to make a reservationThis deposit may be paid with ***, *** *** ***, or cashWe do not accept checks or *** ***What is the refund policy?Once a party has been booked, there are NO REFUNDSWe can only reschedule your partyCan I downgrade my party if fewer people show up?No, we cannot downgrade a party once the party is bookedCan I upgrade my party to a large package?Yes, you can upgrade your party only if we have available spaceCan I bring in a cake?Yes, make sure to bring in a cake or cupcakesPlease NO ICE CREAM CAKE OR ICE CREAMCan I bring in balloons?NO, Balloons are not allowed in our facility
I am rejecting this response because:
The compmay response has accusationsWe, as the parents, were NEVER informed about the "unclear rule" that was not only listed on their website but also in the facilityit wasn't until after we brought this rule (printed on poster as well as the website) to their attention, that they covered it with black tape & removed it from the websiteWe also were not "bouncing on the equipment" as they claim in this complaint, as well as a response on a negative review onlineI was SITTING on the equipment helping my year old daughter, when I was told to get off the inflatables, not bouncing like the owners claimI have witnesses that can back up that claim
We firmly stand by our refund policy, our refund policy (NO REFUNDS) is posted visibly when entering our facilityOur guest were not asked to leave the facility, they were more than welcome to enjoy their time hereOur guest made a decision to leave on their own so with that we will not be granting a refund
Sincerely,
Bouncee Pouncee
Bouncee Pouncee would like to thank all of our customers for their support in this short time we have been in business. We like to point out that our facility rules are posted in our facility. Upon...
check-in at the front desk our staff informs our guest that "No adults are allowed on the inflatables for insurance proposes." After the customer was informed of this rule at the front desk and at the entrance gate, we observed the customer clearly not assisting the child, but was playing and bouncing with the child. Our Website had a unclear interpretation of that particular rule which we have since updated our website to a more clear interpretation of that rule. We here at Bouncee Pouncee want to have a fun, safe indoor environment for the little ones to have a wonderful time. We greatly appreciate your support.
Sincerely,
Bouncee Pouncee
I am rejecting this response because:
We spend less than 15 minutes in the facility because our children were too young to be able to use any of the equipment, and we were unable to assist them. We checked the website before deciding to come here and because it specifically stated "no person (other than a guardian assisting the child) may enter the inflatables".
Had we been aware of the fact that we would be unable to assist our youngest (even though the website states it is allowed), we never would have spent money at this establishment.
I understand that NOW the rules have been revised, but they were in writing in both the facility and the website upon our arrival and purchase.
A refund should be granted on the grounds of deceptive advertising.
In response to the complaint, as Mrs*** stated, "the rules of the party were explained to her." Before we receive a payment we let our customers know that there is a non refundable deposit of half of their party package required in order for us to make a reservationOur website
FAQ's are there as informative information for our customers to review, it clearly states in bold red letters NO REFUNDS (as shown below)Here at Bouncee Pouncee we maintain courteous & respectful interaction with our customers. We will not be granting a refund, but would be more than happy to have great birthday here for their daughter. Our policies are put in place so that we may maintain a high level of customer satisfaction.PARTY FAQ'S
How do I reserve a party and what is required?Reservations can be made over the phone or in personA deposit of half the package value is required to make a reservationThis deposit may be paid with ***, *** *** ***, or cashWe do not accept checks or *** ***What is the refund policy?Once a party has been booked, there are NO REFUNDSWe can only reschedule your partyCan I downgrade my party if fewer people show up?No, we cannot downgrade a party once the party is bookedCan I upgrade my party to a large package?Yes, you can upgrade your party only if we have available spaceCan I bring in a cake?Yes, make sure to bring in a cake or cupcakesPlease NO ICE CREAM CAKE OR ICE CREAMCan I bring in balloons?NO, Balloons are not allowed in our facility
I am rejecting this response because:
The compmay response has accusationsWe, as the parents, were NEVER informed about the "unclear rule" that was not only listed on their website but also in the facilityit wasn't until after we brought this rule (printed on poster as well as the website) to their attention, that they covered it with black tape & removed it from the websiteWe also were not "bouncing on the equipment" as they claim in this complaint, as well as a response on a negative review onlineI was SITTING on the equipment helping my year old daughter, when I was told to get off the inflatables, not bouncing like the owners claimI have witnesses that can back up that claim
We firmly stand by our refund policy, our refund policy (NO REFUNDS) is posted visibly when entering our facilityOur guest were not asked to leave the facility, they were more than welcome to enjoy their time hereOur guest made a decision to leave on their own so with that we will not be granting a refund
Sincerely,
Bouncee Pouncee
Bouncee Pouncee would like to thank all of our customers for their support in this short time we have been in business. We like to point out that our facility rules are posted in our facility. Upon...
check-in at the front desk our staff informs our guest that "No adults are allowed on the inflatables for insurance proposes." After the customer was informed of this rule at the front desk and at the entrance gate, we observed the customer clearly not assisting the child, but was playing and bouncing with the child. Our Website had a unclear interpretation of that particular rule which we have since updated our website to a more clear interpretation of that rule. We here at Bouncee Pouncee want to have a fun, safe indoor environment for the little ones to have a wonderful time. We greatly appreciate your support.
Sincerely,
Bouncee Pouncee
I am rejecting this response because:
We spend less than 15 minutes in the facility because our children were too young to be able to use any of the equipment, and we were unable to assist them. We checked the website before deciding to come here and because it specifically stated "no person (other than a guardian assisting the child) may enter the inflatables".
Had we been aware of the fact that we would be unable to assist our youngest (even though the website states it is allowed), we never would have spent money at this establishment.
I understand that NOW the rules have been revised, but they were in writing in both the facility and the website upon our arrival and purchase.
A refund should be granted on the grounds of deceptive advertising.