GameTruck of Connecticut

Complaint: ***
I am rejecting this response because: I am a mother as well I have a month old a year old and a year old so I know about not sleeping however that does not give you the right to treat anyone especially children like that especially being a game coach for a company that does events for children! The birthday boy was happy but I am the paying customer, I did not talk to him (Alex) because I did not feel like I should have had to and I wanted to go straight to management as anyone who has a problem would doIn an ordinary situation I would have asked to speak to the manager which I did and was never reached out to! I will accept money off of that event but not off of future parties! Honestly I will probably not use them again! If I'm paying $for services I would expect to have all children attending be treated politely!
Their policy is to pay upfront before the party begins so if I did complain to game coach he would have had to reach out to Edwin anyway I assume! If a full refund isn't granted I will take a partial refund! In sales unfortunate as it is sometimes the customer is always right and even though the game coach admits that their was sarcasm all they are willing to offer me is a discount on future parties? I find that unacceptable
Sincerely,
*** ***

I've spoken to Alex, and the major points to make in response to this are that the child in question had already done that exact same thing, several times, and had exited the game or gone into the wrong menu. This happening again and again takes time away from other children who might need...

help. Alex, being the new father of a 1 year old, was totally sleep deprived, and he understood how his lack of sleep could read as sarcasm or rudeness. That said, he had several comments directed at him by children about how much fun they were having! He also said the birthday boy left the truck with a huge smile on his face and a free light up gametruck bracelet which he seemed very excited about. If she wanted a refund or was having issues with the gamecoach she probably should have talked to him about it. I had several issues with my email which, very unfortunately, made me miss her messages. I had no missed calls from her or any voicemails. I wonder if she was calling the wrong phone number. I emailed and called her before this complaint was filed, but received no response. As it stands right now she wants a full refund on a party which was completed, the children were verbal about having a good time, and the birthday boy left smiling and excited. I am not willing to give a refund to her. If she wants a discount on future parties that is something I would be willing to discuss.

Review: I booked a party for my sons 10th birthday party so naturally there are going to be very excited children attending this party. The time it was to run was from 5:30 - 7:30 p.m. On Saturday October 31, 2015. The man running the party called me and told me he would be there between 5:15-5:20 he arrived on time we paid the $375 in cash to him (his name is Alex) the party began! I was in the truck at one point checking in on the kids and making sure everything was ok when I observed Alex being very rude and disrespectful to one of the children who was very excited about the game that was put on! This child was reaching for the controller and very rudely Alex tells him " I don't give controllers to kids who reach for them" the child stopped reaching instantly, as Alex set up the game the child said to him " oh I know how to do that and Alex said to him " that's good for you I'm happy you do" but in a very mean sarcastic way and started muttering things under his breath and shaking his head. I was so angered by this I got off of the truck and immediately called the number they have for game truck and spoke to one of the customer service reps and they assured me I would get a phone call from the owner of that truck either that night or definitely on Sunday and here we are on Wednesday and still I have not heard from him. I have called and left messages and sent emails even spoke to another manager of another area! I would like a full refund as I am not satisfied with the entire experience! I don't understand why emails were answered before the party quickly or in a timely fashion but now that they have my money he can't take 2 mins and call me to follow up with my complaintDesired Settlement: I would like a full refund of the $375 I paid and I want to be done with this whole thing.

Business

Response:

I've spoken to Alex, and the major points to make in response to this are that the child in question had already done that exact same thing, several times, and had exited the game or gone into the wrong menu. This happening again and again takes time away from other children who might need help. Alex, being the new father of a 1 year old, was totally sleep deprived, and he understood how his lack of sleep could read as sarcasm or rudeness. That said, he had several comments directed at him by children about how much fun they were having! He also said the birthday boy left the truck with a huge smile on his face and a free light up gametruck bracelet which he seemed very excited about. If she wanted a refund or was having issues with the gamecoach she probably should have talked to him about it. I had several issues with my email which, very unfortunately, made me miss her messages. I had no missed calls from her or any voicemails. I wonder if she was calling the wrong phone number. I emailed and called her before this complaint was filed, but received no response. As it stands right now she wants a full refund on a party which was completed, the children were verbal about having a good time, and the birthday boy left smiling and excited. I am not willing to give a refund to her. If she wants a discount on future parties that is something I would be willing to discuss.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I am a mother as well I have a 7 month old a 10 year old and a 7 year old so I know about not sleeping however that does not give you the right to treat anyone especially children like that especially being a game coach for a company that does events for children! The birthday boy was happy but I am the paying customer, I did not talk to him (Alex) because I did not feel like I should have had to and I wanted to go straight to management as anyone who has a problem would do. In an ordinary situation I would have asked to speak to the manager which I did and was never reached out to! I will accept money off of that event but not off of future parties! Honestly I will probably not use them again! If I'm paying $375 for services I would expect to have all children attending be treated politely!

Their policy is to pay upfront before the party begins so if I did complain to game coach he would have had to reach out to Edwin anyway I assume! If a full refund isn't granted I will take a partial refund! In sales unfortunate as it is sometimes the customer is always right and even though the game coach admits that their was sarcasm all they are willing to offer me is a discount on future parties? I find that unacceptable.

Sincerely,