Pixie Dust Princess Headquarters

Review: On April 21, 2015 I purchased tickets for a Princess Spa Party that was scheduled on June 7, 2015 via [redacted]. On June 3, 2015 I received an email from the owner stating that the event was re-scheduled to August 30, 2015 due to circumstances beyond her control and offered a 20% discount on other services from the company and offered a refund. On June 6, 2015 I emailed the owner requesting a refund, and was given information regarding [redacted]'s policy which stated that I would be getting my refund after the event close date. On September 3, 2015 I emailed the owner asking when should I expect my refund and didn't get a reply I emailed again on September 12, 2015 and September 14, 2015 the owner responded back with that I should of received my refund already because she received a confirmation from [redacted], I asked for the confirmation and have yet to receive this; and as told that I should contact [redacted]. I contacted [redacted] on September 14, 2015 asking about my refund and was told that my order was not showing as refunded and [redacted] asked for any communication between owner & I to be sent to them, which I did. On September 21, 2015 my case with [redacted] was escalated to the trust & safety team, and now the owner of Pixie Dust Princess Headquarters is trying to issue me a $25.00 refund and $30.00 towards other services with the company, instead of my full refund of $49.46.Desired Settlement: I want $49.46 refunded to back to the card that was used to place the original order.

Business

Response:

We have done everything we possibly can to make this client happy. We have offered a partial refund just like we did to all other attendees on the dates in question. We have been in constant contact with the other business ([redacted]) and the client to ensure she gets what she was told she would get. We have asked numerous times on how to get her refund to her (Mail, Paypal, Google pay ETC.) We can't just refund it to her card since the event has already been closed out on our side. For some reason when our payout happened from [redacted] and the refunds were issued she claims she never got it even though all other clients did. One of our co-owners that normally handles issues such as these in a timely manner was unable to, do to not knowing this problem had occurred because she was in active labor and having a difficult delivery. That being said the co-owner was unable to check emails or do anything business wise. The other owner was also unaware due to not having access to her partners email account. The second she saw it she immediately answered and asked the client to follow up with [redacted] if she had asked for a refund and we also called to see what happened with this incident! For the last few days we have been in correspondence with [redacted]'s Trust and Safety department and this client to resolve the issue and get her refund in anyway possible. We have yet been given a way to refund her money by asking. [redacted] has agreed to help us resolve the situation by RE-refunding the full amount with us to her account on the next able business day. Despite this clients very rude and public slander we have worked extremely hard to make sure we have offered her anything within our businesses ability for an ordeal that has been unpleasant for all parties involved ( Free Princess visit, discounts, money off packages,free princess phone calls etc.) and we hope in regards to this situation we handled it well enough that the client is satisfied with the end result of getting a FULL refund where a partial refund was due.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The business is not admitting to their mistake on their part of the situation of not issuing me my full refund within the allowed timeframe set by [redacted] and tried to insist to me that I was only due a partial refund when I made the request in June, and it was not listed any where in the policies or in email's between Pixie Dust Princess Headquarters and myself or between [redacted] and myself that I was only to receive a partial refund since they rescheduled from the original date.Attached are emails from [redacted]

Regards,[redacted]

Business

Response:

Once again the client has been given what she originally required. A FULL refund has been submitted in addition to the original refund that [redacted] originally sent but the clients claims they did not receive.Two refunds have been issued. We are sorry for the experience as we have never had an issue or complaint before. We can do no more than already done. The client has expressed that our time frame in dealing with this matter was unsatisfactory. Unfortunately as we have already explained, the owner was in difficult labor with the birth of her first child and was unable to deal with the complaint at that time. As we cannot go back in time, we have done our best to deal with this matter as quickly as possible to assist [redacted] with the resolution of this matter. Again as shown by the client in their attached document the FULL refund that they requested in their original complaint,has been given and received. We are sorry that the client was unable to attend our event and we hope that in time her feelings will change and she will attend one of our events to truly experience our mission and see the good work that our business provides. We hope this is now resolved and that all parties may move forward.