ComplaintsforKids Empire

• Initial Complaint

  11/30/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We booked a party for 12/02/23 at Kids Empire ****** online. The kid's meal package we booked stated that pizza was included. We had to leave a $150.00 deposit to secure the time slot. Kids Empire states there are no refunds on deposits. On 11/27/23, Kids Empire contacted me and stated there was no pizza vendor available and that we would have to purchase on our own elsewhere and bring it in. Kids Empire offered a $3 discount per child but will charge the full price for extra adults. Why would we have to pay full price on a package that was supposed to include pizza for adults if they can't offer pizza? I've spoken to two supervisors (******* and ****) about the situation and they stated it was out of their hands and to contact their corporate office BUT they would offer a refund on the deposit. The corporate office does not have a phone number and can only be contacted by email. After 72 hours, we finally received an email back from Kids Empire stating that they would not give us our deposit back and they would use it as a learning experience. Nowhere on the website did it state "No ************ Available". I booked and paid a deposit for a party should include pizza. If the website stated there was no pizza would be available as part of the kid's meal package, I would have not booked. The service is not being provided as advertised. I need a refund. This is unacceptable. They cannot use this as a learning experience at my expense.

• Initial Complaint

  08/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Good evening,I would like to speak to someone from corporate in regards to my child's birthday party that I had scheduled in advance at your location in Woodland Hills.I was told that the pizza was going to arrive at 3:00pm and that was not the case. I spoke to the supervisor in charge and was told that the manager never placed the order and the place where the pizza is normally ordered was not opened. I am extremely upset because not only do I have upset parents I also have upset children as well. I am very disappointed in the service that has taken place. I paid for my event and in my mind I would of expected to have the full service. This is not what I expect to still wait for the food, this is highlyunacceptable and very inconvenient for me and my guests. At this point I would like my money back.I was in contact with a supposedly customer service representative who doesn't pick up her phone or reply to emails and it's been over two months, and nothing was resolved. I paid $1,866.20 I was supposed to have two chaperones getting drinks, plates, snacks, and the food but since they were so short staffed and had a two new employees that day things were not done how I was told when I booked the party. I couldn't find a corporate number and the support email they have they don't answer

• Initial Complaint

  08/16/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We purchased a multi-visit Punch Card at Kids Empire ************** on 07/11/2019 for $129. They advertise that it provides 10 visits. We had used it three separate times (two kids, so for a total of 6 visits) before COVID shut down happened across the world. The last time we used it was on 01/07/2020 at Kids Empire ************** and the remaining balance is $51.60. This should equate to 4 more visits, based on their discount promotion for the card. On 08/08/2022, we felt safe enough to try Kids Empire ************** again, and were told that the Punch Card we have is no longer valid because they changed their system. I was instructed to e-mail support to get a resolution. The employees at the location claim they can do nothing and it is all up to "corporate." The Punch Card specifically states "No expiration dates or service fees." There was never any notice to let customers know their cards became outdated during the time COVID shut down was happening. We follow them on social media, and they had posts about closing, re-opening, etc. But never anything about new systems or new cards. I e-mailed support on 08/08/2022 with my details, pictures of Card and receipts, and the above explanation, and have only so far received an automated response telling me to submit my request. There has been no other correspondence. On 08/12/2022, I sent a Direct Message using ******** to Kids Empire ************** with the same information requesting assistance of any sort. There has been no response. There is no phone number available for "corporate," and I believe they will likely never respond to me. But I'm filing this complaint because there must be other customers like me who have paid for this multi-viist card, were unable to visit during the pandemic (Kids Empire themselves closed during the indoor restrictions time period), and now are not given a chance to redeem it. I would love either a refund or simply a new card for the remainder of visits that I have.

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