Complaints

• Initial Complaint

  04/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I reserved a cotton candy machine for the weekend of 4/9/22 I had to pay a deposit of $25 which was explained to me that was to ensure me reservation was held and that upon return of equipment I would receive my deposit back. The event was cancelled so I called with 3 days notice to cancel the reservation. I was told I would not get my deposit back although I never got the equipment and gave notice. The owner explained this was policy although it is not posted online or was not explained to me, otherwise I would not have done it. I did not get to use nor ever had possession of the cotton candy machine, so I feel that I should receive my deposit back.

  Business response

  04/19/2022

  After speaking with my associate that took his order, she did say she explained the deposit to this customer, as we do on ALL phone orders, along with in person orders.  I explained the policy again when Mr. ******* complained to me on the phone.  And even in his complaint, he understands the deposit was to reserve the item for him, which means I cannot rent it to anyone else for that time period. "I reserved a cotton candy machine for the weekend of 4/9/22 I had to pay a deposit of $25 which was explained to me that was to ensure me reservation was held and that upon return of equipment I would receive my deposit back."

  I understand that the event was cancelled, and he said it was not his fault, but it was not my fault as well.  And I did offer to move his deposit to another weekend, which is not standard policy but I do try to accommodate when possible. I've been in business 26 years and Mr. ******* is only about the 5th person that I'm aware to complain about our deposit policy.  This policy is standard practice for party rental stores.

  Thank you,

  ******* ********

  Customer response

  04/19/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  Although I understand there was a deposit There was no cancellation policy explained to me. I did not sign anything stating that if I cancelled I would not get the deposit back. From my understanding, it was for MY reassurance of reservation and for the protection of the equipment. I will be getting my deposit back as I was not provided with a policy of cancellation until after the fact. I will not accept any other resolution to this issue which is clearly the fault of the company. The easiest resolution to this, is to refund my $25. Thank you. If I pay a deposit to move in an apartment and then I back out, I receive a deposit back. Deposit not payment. I also gave several days notice, not day of.]
  
  Regards,
  
  ****** *******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩