Pump n' Jump

Although we are dismayed that Ms. [redacted] states that she was not happy with her party, her request for a full refund is unsubstantiated.  As previously stated, we provided all goods and services that were promised and agreed upon when her daughter booked the party.  We addressed her concerns and provided her with 2 free admission passes totaling $24 as a sign of good will when she complained. Our internal investigation concluded that the grievances she stated in her complaint were unwarranted.  Also, Ms. [redacted] did come back to the facility at a later date and use the free passes that were given to her.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # 12309644. 
 
Regards,
[redacted]

terrible - poor customer service. they dont inform you of a $25.00 cancellation fee when booking parries. Parties are expensive and not worth the money. They dont allow you to bring in any treat bags, party hats, balloons, etc from outside - you HAVE to purchase their stuff. You can only bring in a cake.

if you do book a party and try to cancel it, you will fight so hard to get your money back. i've been dealing with this for over 2 moths, 19 phone calls, and have yet to obtain a refund for a party that was cancelled 1 month before the scheduled date and time.

NOT WORTH IT

Review: this is regarding the taunton,ma pump n jump. website states full ammenities ....not so! Hardwood floor a danger as several children fell down. No hostess available for my party! which site states we do it all so parents can relax! several credit card mistakes. Co workers discussing my complaints and overheard by family members.Serving very hot pizza over childrens heads! Spoke with manager no longer than 1 min he hung up on me! I am the customer! Poor service,not enough staff,manager disciplined hostess in front of my guest causing my hostess to cry and stay in the bathroom! The floor is a main concern they have no walking runner carpet it is very slippery and someone is going to get hurt. This place is not prepared to be open! I spent no time with my childs party due to several serving issues,no spoons,no napkins,cleaning spills,serving my own cake. Very poor management. I was not asking for a free ride just some sort of percentage off due to the severity of uncooridinated party,persistant errors! My credit card was left on the counter while woman was trying to fix issue she had done in error....I stated I didnt feel safe that she left my card available for anyone to take..she stated I can hold onto it but then my food will not be ready or served until it was fixed. Too many mistakes,confusion,and lead on on what I was to be receiving during the party. I basically did it all myself! Terrible management. My childs bday was not memorable as I only took 6 pics in a three hour period. party was 1-3pm and left after four pm due to unreliable services.Desired Settlement: 50% off my price or full refund.

Business

Response:

In response to the customer complaint of [redacted],

Mrs. [redacted] came to our establishment and booked a birthday party in person for her child. In my experience, most parents are current customers or come in and check out our facility before booking their party. If Mrs. [redacted] believed there were safety issues with our facility, I believe these issues would have been discussed prior to booking her birthday party date. I believe this entire complaint stems from the fact that Mrs. [redacted] had substantially more children at her party than she confirmed, and was upset that she had to pay more money than she wanted. Mrs. [redacted] was asked how many children would attend her party at the time of her booking. She ordered the package that included 8-10 children. It is necessary for parents to have an accurate count so that our establishment can plan for her party and have the correct amount of items that are ordered. We called and confirmed her party a few days before the party date and were not told that the number of children attending the party had changed. Mrs. [redacted] and her guests came to Pump ‘n’ Jump on the day of her party and the total count of children was not 8-10, but 20! We immediately adjusted the room and added plates, napkins, miniwaters, etc. to accommodate all the children. All customers (including birthday party guests) sign in their children with a waiver at the front desk and are then directed to what party room to put their belongings in and the timeframe of the birthday party. The children are given a wristband and allowed to enjoy our enclosed play ground until the food is ready to be served and the party begins in the private party room. . Mrs. [redacted] had the following complaints:

The floor is slippery-in our establishment – All play areas are completed padded and children are directed to remove their shoes in the play area. Once they leave the play area to walk to the bathroom, etc. they are directed to put their shoes back on to avoid slipping. All rules and procedures are clearly explained to the parents when they check their children in and sign our waiver. There are even shoe cubbies at the entrance to all play areas so shoes can be easily put back on when leaving the padded area. There are no safety issues if the rules are followed.No hostess available for her party – The party host assigned to Mrs. [redacted]’s party helped check the children in, then put out waters for the children in the party room. The host then joined the children on the play area floor as to supervise their play. The children play for the first 75 minutes of the party, and parents are encouraged to be out watching the floor overseeing their children as well. Juice and pizza are served at the end of the play time, and the hostess is in the room the entire time. The host clearly explained this to Mrs. [redacted], and there would be nothing that Mrs. [redacted] would require from the host while the play time was going on. She was also told that she could ask any other staff members or the manager on duty if she needed anything while the host was supervising her party children. As soon as play time was over, her new host (because she demanded a new hostess as she was not pleased with the previous one in which she was rude to and hurt her feelings) was in the room for the entire duration of her party. Hostess ran in the bathroom crying – Mrs. [redacted] was difficult to deal with from the second she checked in for her party. The host did her best to appease Mrs. [redacted], but felt no matter what she did Mrs. [redacted] was not pleased. Mrs. [redacted] was very abrupt and rude to the staff and unfortunately her behavior bothered her party host so badly that she broke down in tears. The manager on duty immediately assigned another host to Mrs. [redacted]’s party. To the manager’s dismay, this did nothing to quell Mrs. [redacted]’s constant complaints. No spoons, no napkins, served her own cake – The party room is completely set up with all paper products, utensils, etc. before the guests even arrive. Mrs. [redacted]’s claim that these items were not at her party is completely fabricated. The host was in the room when the children finished their pizza and she asked Mrs. [redacted] if she wanted her to light the candles on the cake and serve it and Mrs. [redacted] sent her away stating very rudely that she’d “Do it herself!” “I’m not asking for a free ride, just some sort of percentage off” – The manager on duty checked in with Mrs. [redacted] during her entire party because she knew from her attitude at check in that there was likely to be issues. When it was time to pay the remainder of her party out, Mrs. [redacted] was very vocal and loudly complaining at the front desk. The manager was eager to appease her as the most important thing to us is that our guests have a good experience. Mrs. [redacted] stated that she did not want to pay for the party at all! Although all the children in her party played in our play area for 75 minutes and received everything they were promised (i.e. mini-waters, apple juice, paper products, pizza for each child and a private party room with host). Our manager stated that she could not give her a free party, but immediately offered to take 20% off of Mrs. [redacted]’s party package in an attempt to make her happy. Spoke with manager 1 minute and he hung up – The general manager received Mrs. [redacted]’s complaints the next business day and called her back to discuss her situation. During their telephone call a main transformer blew in the mall where Pump ‘n’ Jump is located (this can be verified with mall management at Silver City Galleria, Taunton, MA or the Taunton Municiple Fire Department). Unfortunately the phone system went down and the business was dark and was immediately shut down for the evening. We attempted to contact Mrs. [redacted] when the establishment reopened the next afternoon, but she said she was unavailable due to a docoters appointment. This Better Business complaint was received the next day and we have decided to handle this issue through them. We take pride in providing our guests and their children with a fun, safe and stress-free experience. We take any customer complaints very seriously and do our best to rectify them as quickly as possible. It seemed as if Mrs. [redacted]’s disdain for our establishment began when she had so many more children attend her party than she expected and was asked to pay for them. As for her request that she receive a full refund, just doesn’t make any sense. She received everything she was promised for her party. We understand that she was not happy, and in an attempt to appease her so she could enjoy her child’s party, we discounted her 20%. This discount was not an admission of any wrongdoing on our party, but simply an attempt to make Mrs. [redacted] happy. We had five other parties that day with each of them filling out customer service forms, none of which were unhappy with our accommodations.

Please feel free to contact us with any further questions.Sincerely,[redacted]Regional ManagerPump ‘n’ Jump, Inc.

Consumer

Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].

Regards,

Tried to book a birthday party and when I did not receive a email confirmation I called a teenager answered and told me they do not have me in there system and it was busy there to call back later I asked to speak to a manager as I have a party scheduled in 7days there and the girl told me there isn't a manager and my paper work is prob on her bosses desk so I should get a confirmation next week I again told her my party was 7 days away, she said ya that's ok u can call back later where busy and I can't hear u! I am disgusted! I am suppose to have a party in 7 days and now I don't know if the party is happening or not! What kind of establishment is this! I'm reporting this company it shouldn't take two weeks to put my paperwork in the system! Now my question is where is my credit card information then since whomever I booked the party with obviously wrote it on paper and never logged it! Don't waste ur time or money here! Horribly run establishment!