ComplaintsforBilly Beez USA LLC

• Initial Complaint

  06/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hosted a birthday party at Billy Beez on June 11th for my daughters 9th birthday. We rented the party room, in which we were granted only 90 minutes in, then unlimited access to the Billy Beez center. We ran into a series of issues when booking this party. Firstly, Billy Beez does not answer their phone. We were given a number to contact number for party relations and had to go in person on several occasions to get an answer. Once the party started, the hostess barely checked in on us. My husband stepped out on multiple occasions to ask for assistance in the party room, at some point he began grabbing the drinks himself. There was no air conditioning inside, the pizzas were $20+ a pie and were all burnt, and when it was time to cut the cake, they didnt have a cake knife to give us. We had to use a cake server to try to cut the cake and struggled.Once our time slot was up, the kids played around the center. Around 7pm, we heard several loud thuds, saw smoke and people fleeing from the entrance/exit way. People were shouting gun!, and fire!In a panic, we grabbed our child and her friends and ran to the exit. Turns out, two children were fighting that led to the Father of these children fighting and caused a huge scene. In the light of the shootings, we were completely terrified! My daughter and her friend could not stop crying, and it ultimately ruined her birthday party.The employees / security at Billy Beez did nothing to prevent this or to deescalate the situation. The fight shouldve been broken up once the parents began arguing, but they only stepped in once it got physical. To top it off, my phone was stolen! During all of that panic, as everyone is fleeing the scene to safety, someone thought to rummage through my things and steal my phone.

  Business response

  06/28/2022

  To Whom This May ***************************** was made with the customer and a resolution was reached.

  No further action case is closed.

  Thank you

  Billy Beez Customer Service

• Initial Complaint

  06/06/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a multi-entry package which Billy Beez called "Mega Pack". When I purchased there is no limitations that how I use the pack. I used to go in with my family of 4 (2 kids 2 adults) that require me to just paid an additional adult.Today, after the ****** first time return to Billy Beez, I was rejected to use the pack for the family. I was told the policy has changed and now only allow 1 kid 1 adult go in. I will need to buy additional ticket for 2nd adult and 2nd kid.Since the pack was purchased prior to the changed, I strongly believe I should be bounded by the terms and conditions at the time of purchase which there is no limited how many kids I want to charge to the p**** hereby seeking BBB to help restate my previous eligiblity or get the refund of the unused entries. Also I would like to get the refund of the 2nd kids that I paid for and charge it back to the unused entries. I have 8 entries remains before today. If everything as supposed it was. Today entry should be charged 2 on the pack and paid a 2nd adult. I should have 6 entry left on the pack. But now I paid 2nd kid and 2nd adult as it is the attached receipt. So, I would like help on getting refund of unused entries or restate my eligibility. Also, looking refund of the charged that I should not be on the receipt.Thanks.

  Customer response

  07/01/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Billy Beez USA LLC regarding complaint ID ********.
  
  Sincerely,
  
  *********************
  

• Initial Complaint

  04/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My family and I went to your *******, ** location on 4/9/2022. After 5 mins of being at this location, the fire alarm went off. We were informed that we would not be able to return as there was an issue with resetting the fire alarm system. We were ask to provide our name, phone number, email, and bracelet number and we would be contacted on how we would be reimbursed. I have yet to hear back on this matter. I have tried to email the ******* location and corporate without a returned response (sent multiple times). When I try to call the phone number (and use any of the options), it goes to voicemail an then says all mailboxes are full. I have tried to call on multiple days with the same issue.I would like to be refunded for the day but I have yet to be contacted back by anyone from the company or location.

  Customer response

  06/06/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Billy Beez USA LLC regarding complaint ID ********.
  
  Sincerely,
  
  ***********************
  

• Initial Complaint

  03/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  For the past month Ive been trying to book a birthday party for my daughter and Ive been getting nothing but the runaround one minute its booked next minute its canceled or they overbooked and Ive made complaints about it to customer service and its getting nowhere for some strange reason every place Ive tried to book her birthday party has been overbooked and all Im asking for is a full refund and theyre trying to tell me that they only give refunds on a Billy Beez card and I dont feel like being bothered with this company ever again I never wanna do business with this company ever again. This company has poor business practice and the customer service is terrible and theyre very rude.

  Business response

  04/15/2022

  To Whom This May ***************************** has been made with this customer and resolved. This case is closed.

  Thank you.

  Billy Beez Customer Service

   

   

• Initial Complaint

  03/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I flew into ******** on Friday, March 25. As I booked a party package with the Billy Beez in ********. The location was the palisades center mall. Upon my arrival I explained that I had called several times to make changes to my package. However, no one returned my call until after my party. It was my daughters first birthday. Following our check in, I was informed that there was another party in the party room that I had booked. The employer let me know that the party was running later than expected. She also explained that I would be compensated by adding the additional time to the end of my partys allotted time. She let me know that I would be granted 20 minutes at the end of my party. I was a little confused as Billy Beez was scheduled to close at six. However she was the professional working the party so I assumed that she was guiding us in the right direction. At 5:50, the store manager comes storming in. He was extremely rude and aggressive. Demanding that we leave the room. I tried to explain that the assistant manager explained that we could stay a little longer as the previous party had cut into our time. He was extremely rude condescending, and aggressive in front of my guest. I was completely taken back, embarrassed, as the entire party now became distasteful. I could not believe the treatment I was receiving as I am a paying customer and paid nearly $600 to throw my daughters first birthday at their facility. On top of all of this the room was not even cleaned or disinfected when we walked in. The cleaning crew was cleaning as we were walking in nothing was clean nothing was disinfected for us. I mentioned this to the store manager and he responded with if you want to bring that up that is your problem This is not a treatment for any customer or client. I am absolutely disgusted with this treatment and customer service. I would like for someone to contact me as soon as possible to discuss the event that took place on March 25, 2022. Thank you!

  Business response

  04/26/2022

  To Whom This May ***************************** has been made with this customer and a resolution has been met. This case is closed out.

  Thank you

  Billy Beez Customer Service

• Initial Complaint

  03/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I spoke to someone several times regarding the party to get guests' counts and to ask questions. I had stated several times that my one daughter had a severe dairy allergy and I would be getting her separate food. They explained NO outside food was allowed. I said that was fine she could have chicken tenders, fries, and a hotdog. My two-year-old watched videos prior to the party and saw the Billy Beez mascot and got excited seeing it I was hoping to see him as well at the party. However, he was not there. Being that I had such positive correspondence planning the party I was hopeful things would go smoothly. I mentioned again that my daughter needed other food. ***** said that it wasn't a problem and that it could be added at the cafe. Finally, 20 minutes later we were finished. She said I would be greeted by my host. I went into the first party room, we waited another 15 minutes before a host appeared. There was a huge sticky soda stain on the floor under the table. I had to try to clean the high chair as best as I could because they were filthy. The host arrives she stated the food would be ready at noon. I walked to the cafe to order the fries, tenders and a hot dog. I waited again because no one was around. Finally, someone appeared I told the girl that I would need this food to come out with the four pizzas previously ordered. She said it wasn't a problem. I started rounding up all of the kids at noon as we would be expecting pizza. We finally got 2 pizzas at 12:30. The host said it would be coming. The pizzas were barely cooked. The cheese was not melted and was barely warm, Finally, Two additional pizzas came 15 minutes later. My one-year-old was getting very agitated as everyone was eating pizza and she could not have the food. I went to the front desk and spoke to *****. She said she would find out what was going on and let me know. asked ***** for the contact info for corporate as this is unfair

  Business response

  04/30/2022

  To Whom This May ************************************** made to this customer by our customer service department to review her party package that she selected and to what is included that she received. The indicated items are not part of the party package. Client did not want to thoroughly discuss any further with our team. Customer received all which was included in her reservation party package. No further action from Billy Beez.

  Thank you

  Billy Beez Customer Service

  Customer response

  05/02/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   Considering our party was ruined I request reimbursement. We didnt even receive bounce back cards as we were entitled to in the package.  Customer service was very rude and lacked empathy. I deserve reimbursement as my girls day was a disaster and we couldnt enjoy it. 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

• Initial Complaint

  03/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello I would like to inform you about our party experience for my daughters 7th birthday party. We had a reservation for Saturday 3/19 from 5:45 to 7:45 pm at Billy Beez in Valencia CA. The place was dirty- really dirty- trash everywhere- on the floor in the lobby, in the party room where my daughters party was, the walkways. Looked like the place hadnt been cleaned in years. The party room was not prepared and it was also full of trash. This is not up to standard- especially for covid times. The bathroom was absolutely disgusting. No toilet paper, no seat covers, clogged toilets, trash everywhere. This is a place for little kids! Its gross. Billy beez advertises party host for the birthday packages- we had someone come to the room a couple times- but I had to go to the front desk to request someone come to our room. he was no party host. I hired billy beez to host my daughters birthday so I could relax and enjoy it- that was not the case. We had to beg for drinks and water. Their water fountains were not working. Our guests were hot and sweaty and needed water. ************* is not adequate, and the customer service was horrible, and the place is filthy. I will never go back there. *********************** ************

  Business response

  04/26/2022

  To Whom This May ***************************** has been *** with the customer and resolved. This has been closed out on Billy Beez part.

  Thank you.

  Sincerely,

  Billy Beez Customer Service

• Initial Complaint

  03/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/6/22 we had a birthday party for my grandson *******************************. We arrived at 1pm the room was not ready until 130 they would not even let the kids in to play. The staff was rude and inconsiderate to 3 and 4 year olds. Finally in the room I purchased a cake that I brought cost 75 we set up then kids went to play and there was already 50 or more kids there. One staff put their hands on my 3 year old grandson saying he needs to follow the rules and yelled at him. I was very upset but I kept my anger under control. I did explain to them that if I see that put their hands on my grandson again I would have them arrested. They served the frozen pizzas at 215. I stepped out to carry gifts to the car and upon my arrival back at 3pm everything that was in that room was outside of the room. The ***** cake was smashed and in pieces. I asked for a manager and it seemed one could not be found. I had to throw away the cake. We paid till 315 and seeing we got in the room late I figured 330. But nope 3pm. So we paid for a room we could not use for 45 minutes. We left after that. I emailed corporate office on 3/6 waited 48 hours nothing. So I called on 3/8 and the girl said her boss was not there and she was off on 3/9 that her supervisor would call me back on 3/10. I received no call. We paid ****** for the worst experience. When I spoke to corporate I was willing to get half the rental and the price of the cake but no ody has call apologized even to discuss this. Total ignored. So I am asking for assistance because they will speak to you. I have pictures of the cake before. I did not take a pic after because I was so upset and my sister threw away.This is for the Billy bees at ************ ******** **

  Business response

  04/26/2022

  To Whom This May ***************************** has been made with this customer and a resolution has been met.

  This case is closed out on Billy Beez part.

  thank you

  Billy Beez Customer Service

• Initial Complaint

  03/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had my 3 year olds birthday party at the *********** location in ******** ** on 3/12/22, our party time was 5:45p-7:45p. We were very unhappy with the party. We were told we couldn't order more food because everything was frozen and we weren't provided enough food for our party. We had to ask for all of the things included in the package and Everytime we went out to find an employee to ask for our waters, soda, goodie bags, cake cutter, birthday shirt etc employees were rude and on their phones. A manager spoke to us before we left and we told him why we were unhappy and he instructed us to call corporate. On the way out the rude employees stopped us and told us if we contacted corporate we'd be "false advertising ourselves" and we should "worry about ourselves" in regards to them being on their phones. They proceeded to scream, yell and swear at us in front of our children and elderly guests as well as other patrons in the establishment with their children. They were screaming "get the **** out". They slammed the door violently behind us and traumatized our children. They followed us outside and were laughing and smiling at us as we packed our cars and one employee screamed "I don't give a **** if this ***** got her kids with her" leading us to believe we were going to be physically attacked in front of our children.

  Business response

  03/22/2022

  To Whom This May ********************** customer has been contacted and a resolution has been met. No further action required on Billy Beez  part. This case is closed. 

  
  Thank You

  
  Billy Beez Customer Service

• Initial Complaint

  03/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  10/16/21 I had my son's 1 year old party at ******** location. I was there 10 minutes before the store opened and had 2 people ahead kf me before the doors were unlocked. I got in 10 minutes to the party room. I sat and waited for guests. There was a large line that was out in the hall with 1 employee checking in. I went up to the desk to say how is it fair to pay for a party room and they are sitting in line. The gentleman then gave me attitude and disregarded me. Finally after a hour in everyone got in. The pizza then came 1 was fine 1 was burnt and the 3rd cheese wasn't even melted. The host came in around 20 minutes into eating and asked how was things and I stated I was not happy with things and she became argumentive. I told her this wasn't the time or place to discuss this when I was trying to make the best of his party. My cake lady who was a guest tried to get the employees attention to let her through was followed to the room and told her to leave when her kids were still in line checking in for the party. Her kid was charged the full price for Admission and was apart of my party. She paid cash and didn't take the receipt but when leaving she mentioned to the man who checked her in said to call and talk to manager. I tried calling the store, corporate office and got the run around saying it was all my fault. I spent over ****** on this party and I have never felt this unhappy with a place. Frustration of how the employees handled this situation

  Business response

  03/22/2022

  To Whom This May ************************* customer has been contacted and a resolution has been met. No further action required on Billy Beez  part.

  Thank You

  Billy Beez Customer Service

*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. ↩