Candyland Enchanted Memories

Complaint: [redacted]I am rejecting this response because:
Her account is false! First my mother was never involved in this situation nor was she at the party.The birthday party was held June 18th 2016 I have credit card records for the full amount including the $20.00 for the pictures which I never received. I never received any mail from the business ... our argument was not that the party was not a good time but that we paid to have cherished memories captured and was never given the product we paid for. Yes that day we look back on is now tarnished by poor customer service . Customers who pay for a service they did not receive should have every right to either the product or the refund! I have included a photo we took and uploaded while at the party with the date listed ! Sincerely,[redacted]

Please note that the complaint made by the complainant is false from the beginning. First of all, I have numerous screenshots of the actual correspondence between myself and Ms. [redacted] and her mother regarding the party in question.  Please note that Ms. [redacted] statement that the party was in...

June is false.  This miscommunication on the part of the complainant is the reason behind the problem in this matter. 
First, I am the owner of the company and was not present at the party for which this complaint is made.  My company is a small, family owned business, and we do specialize in birthday parties for children.  Ms. [redacted] family contacted our office in late April and requested a party for their granddaughter originally.  This was during a period of time for which I myself, was out on leave due to medical illness during the month of May, 2016.  The party was scheduled and the family was given a promotional rate for the party of $50.00 off of the party price, bringing their party to $100.00. The party package they purchased for your information is the "Majestic" package. The portrait pack and jump drive that Ms. [redacted] states are part of the package, are in fact, not part of her package at all which can easily be seen on my website.  The family had a fantastic time I am told and according to Ms. [redacted] decided to order the jump drive of the party, at a discounted rate of $19.99, saving nearly 50%.  I do not have record that $20.00 was collected from Ms. [redacted].  
Several months later, after my return, I was contacted by the family.  I believe the first contact was August.  I was asked about the photo drive and told the family had forgotten about it and would like to pick it up.  I could not locate any paperwork for the party that was described to me at the time I was on the phone, nor could I locate the jump drive on my computer for the party date given of I believe May 15th.  I keep records of each party given, by the date and time of party.  It is very hard to keep track by name, and so I use date in order to keep the parties straight.  I apologized profusely that I was unable to locate the information and stated that I would get back to them as soon as I figured it out.  I spent countless hours pouring through documents and trying to locate the photographs for the party described to me by the complainant.  Finally, I located a party that fit the description, however the date was on May 7th. This has been a problem from the beginning with ficticious information, such as "party in June" and what was included in my packages. I facebook messaged the woman and asked if the photos were hers.  She stated that they were.  I was exctatic.  I called the number on the paperwork and left a message that the photos would be available on the jump drive in the studio and they could pick them up at their convenience.  I was not contacted again until October. 
In October, I received threats of lawsuits, and multiple postings on social media claiming that I had ransomed their daughters memories and that I was in the business of breaking peoples dreams.  I took the social media postings very seriously.  I told Ms. [redacted] everything stated before in this response, and informed her the drive had been available.  She told me at that point she wanted a refund for the drive because of the time past and she wanted it mailed to her and would not be collecting it.  Although, I did not believe it was warranted, I sent her the jump drive in the mail, informed her of such via facebook messenger, of which she read, and went about my life.  In the post, was instructions to retrieve her $20.00 via square cash from me as I did not feel comfortable sending cash or check in the mail.  
The next correspondence I received was when Ms. [redacted] again posted on one of my customers websites some derrogatory remarks regarding my business to the extent in which my customer contacted me and was forced to remove the post from their website.  This cost me business.  I have tried to be very nice to Ms. [redacted], and have gone out of my way with incorrect information to retrieve photos that I have no proof were ever paid for and that she cannot produce either.  Additionally, she has gone out of her way to try to harm my business over a mere $20.00 jump drive that was available to her since August, but that she herself simply never EVER made the attempt to claim.  I understand that as a business owner, the burden lies with me to ensure my customer's happiness and that they receive merchandise or services that were paid for, however, the customer also has to bear a small amount of the burden to at least try to maintain contact, and/or attempt to personally retrieve the object or documents.  
I have photo proof of sending the mail to her [redacted] address in October with a photo of the stamp which states the October date.  I did not mail it certified because I didn't feel it was necessary.  I will not spend any further time, nor effort on trying to make this customer happy.  I had originally stated I would refund the $20.00, but considering these circumstances, I will not return the $20.00 and certainly will not refund the entire birthday party, of which she kept a photograph she or someone in her family had taken at my establishment up as her profile for quite some time, assuring me that the party itself was just as it was supposed to be.  
I have included a copy of my birthday package and a photo of the stamp for your use.  I am sorry this matter had to end this way.  I tried to resolve it amicably, but I will not be bullied into spending more money on a customer that will simply continue to try to ruin my business any way she can, over a small and ridiculous miscommunication with very little effort on the part of the family.
 
Regards,
[redacted]
Candyland Enchanted Memories