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Jumping World Reviews (4)

After checking our camera and talking to the guys that where on main court at the time the kids had the wrong color stickers Every day we have a different color for the same reason that kids lose the stickers and they just come and grab one from our sticker ball or find one and keep it not knowing we have a different color each day The color we usually use on Saturdays is purple or royal blue and according to our jump guard when he asked to see their stickers it was red and it had 5:written on there Mr [redacted] arrived at 4:and paid for hours so the sticker should have been 6:30pm, which it was at first when the girls wrote it, and it was the correct color as well If the kids lose the sticker we replace it with a new one, all you have to do is go to the front, show your receipt, and we will get you a new one The jump guard even went to go ask our front cashier if she had changed the color for the day by any chance since that kid said one of the girls at the front wrote him that sticker They didn't have a reserved birthday party they just came in to jump All Mr [redacted] had to do was ask to speak to a manager or a supervisor so we could get the kids new stickers if you paid for your time and you have proven that you did, like the receipt, we don't have an issue in getting the kids a new one The jump guard was just doing his job by making sure that everyone that is jumping has a sticker, the correct time and color, and that the time is not expired They jump for almost the two hours and we also have a no refund policy so in this case we won't be able to do a refund We do apologize if the jump guards made the kids feel bad, that was not our intention Like I mentioned before the jump guards were just trying to do their job

On July 16th *** did have her daughters party with us She had booked her party on June 6, 2016, a month and days before her party date On our contract we have the following Please note that if you exceed your hours of the party package to more than minutes a $fee will
automatically be charged to your tab If you exceed more than minutes and extra hour per jumper will automatically be charged to your tab.PLEASE SEE ATTACHED FOR "ITEMS TO REMEMBER"Her contract has a check mark which states that the contract was read to her over the phone We have apologized in person and over the phone both times that she has called about his matter Our party host did make a mistake by charging her $extra because her ex-husbands card had gotten declined, so she did get a little confused and the manager on duty apologized and gave her cash back instead of letting her wait 2-business days for that money to be refunded to her bank account, because we understood that it was our mistake After reviewing our cameras we saw where our party host approached her while her daughter was opening gift one time, not 3, then she gave the clip board to which we are guessing is the ex-husband, he was looking over it and handed it back to our party host, and then gave the clip board to another guy in a black shirt, I'm not sure who he was Never did she push through times, she stayed by the entrance of the party booth and waited for them to pay the remaining balance Our party host was just letter her know that her time was coming to an end like she is supposed to just as the contract states above so we wouldn't charge her extra Then she asked to talk to a manager and the manager was nice enough to give her the extra min for her to open her gifts with no charge since we did not have a party in that specific party booth from 6:30-8:30pm Before she went back, one of the guys, I'm guessing was the ex-husband, had already picked up the table cloth and was taking the rest of the stuff out the party booth Unfortunately we can't refund portion of the party because she got her pizzas on time she had the whole party for hours plus extra time that we gave her, she had her jumpers plus extra She had the full service Party host, passed Wrist bands, pizza and drinks, the only thing she did not do was cut the cake When we reviewed the camera if the party host was not with her party booth she was a couple of party booths down getting things ready for her next parties the rest of the weekend We know we can't rewind time to where her daughter opened the gift that she gave her and we apologize for that but we did try to give her extra time so she can open the rest of her gifts The manger tried to handle the matter as much as he could even though he had just arrived to his shift and did not know what was happening We apologize if she felt rushed but our party host was just doing her job to make sure they don't go over their time to avoid the automatic $fee if they go over minutes after party is over Our party host has been put on probation for the mistakes she made and was given infractions for this incident

The individual I spoke to when I booked the party never read
that statement to me. The Friday before the party when I called regarding extra
food, jumpers, and payment for them, these things were still not mentioned. The policy regarding food not
being delivered until 30 minutes before the party ended was also not mentioned,
so the pizza being delivered “on time” is according to Jumping World Staff, not
the family having the party who again had to walk around and find someone to
ask why the food was taking so long.
The party host did in fact approach me three times about the
bill, because the first one she came to me when we were just getting ready to
open the presents, the second one was while we were opening presents when I
handed the bill to my ex-husband, who then handed it to my boyfriend, and the
third one was the last time when I finally walked away and went to get the
manager. If the party host was not available because she was setting up for
another party then one of the many employees standing around at the front door
and various other places in the building doing nothing should have been placed
with our party to assist when needed instead of us having to go looking for the
party host to inquire about food, a knife to cut the cake, etc, causing more
delay. The extra 10 minutes that were so generously “given” to us we did not
even use other than to stand with the manager and discuss the issues we were
having and then deal with payment issues. When I walked away from the manager
our party was all packed up and everyone was leaving, if they had not already
left.
If the definition of full service party host is someone who
we had to look for when we needed her, who interrupted us multiple times when
opening gifts, who tried to charge us for one person who didn’t jump and
another who had already paid, and then charged my debit card twice for a portion
of the party then yes, that is what we got.
Also, the manager did not offer to give me the cash when my
debit card was charged wrong, my daughter’s grandmother had to ask him too
because I was so upset at that point. This gesture was not something Jumping
World Management did to try to fix the many issues we had at our party.Part of what you pay for in any setting like this is good customer service, and that is the exact opposite of what was experienced at Jumping World.
Complaint: 11573743
I am rejecting this response because:
Sincerely,
[redacted]

After checking our camera and talking to the guys that where on main court at the time the kids had the wrong color stickers.  Every day we have a different color for the same reason that kids lose the stickers and they just come and grab one from our sticker ball or find one and keep it not...

knowing we have a different color each day.  The color we usually use on Saturdays is purple or royal blue and according to our jump guard when he asked to see their stickers it was red and it had 5:15 written on there.  Mr [redacted] arrived at 4:28 and paid for 2 hours so the sticker should have been 6:30pm, which it was at first when the girls wrote it, and it was the correct color as well.  If the kids lose the sticker we replace it with a new one, all you have to do is go to the front, show your receipt, and we will get you a new one.  The jump guard even went to go ask our front cashier if she had changed the color for the day by any chance since that kid said one of the girls at the front wrote him that sticker.  They didn't have a reserved birthday party they just came in to jump.  All Mr [redacted] had to do was ask to speak to a manager or a supervisor so we could get the kids new stickers if you paid for your time and you have proven that you did, like the receipt, we don't have an issue in getting the kids a new one.  The jump guard was just doing his job by making sure that everyone that is jumping has a sticker, the correct time and color, and that the time is not expired.  They jump for almost the two hours and we also have a no refund policy so in this case we won't be able to do a refund.  We do apologize if the jump guards made the kids feel bad, that was not our intention.  Like I mentioned before the jump guards were just trying to do their job.

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