Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/15/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I left an $800 deposit on November 25,2022 in cash which i have attached the receipt for. The event on August 19th,2023 as been canceled and I have contacted the business whom refuse to give me my deposit back as per their last email stating : "************ ** **** *** ******* *** *** ******** **** ** *** *** ******* ** **** *** *** **** ***** **** *** *** ****** ******* ******* **** ***** ******* * ******** * ** *** **** *** ****** ** * ******* *** ******* *** ***** ******** *** ****** ** ** **** *** ******* *********** ***** ************* ******** ***** ******* ************ Or ************" I do not want the credit as I am going to be going abroad all summer and wont be having this event. I just want the $800 deposit back that I had left them. I never signed a contract or anything else, yet they are saying they will not give my money back

  Business Response

  Date: 05/22/2023

  This email is in response to a complaint we received from an event booked with ** by ***************************** who requested to have her Non-Refundable Deposit back because she was canceling her event.  
  A deposit was taken several months ago to secure her rentals for her 8/19/23 date.  She provided no reason other than cancellation when she asked then demanded her deposit be refunded.
  Pink Elephant has a no refund policy which is stated on our website, terms and conditions as well as the invoice.  Each email correspondence encourages our clients to refer to our terms.  
  As we always do, we try our best to offer an alternate solution when we get a cancellation request.  This client was advised that we had to pay in advance for her linens and her jousting inflatable as we would obtain these items from outside vendors.  This information was given to the client but still we were kind enough to offer an inhouse credit for her deposit amount to be used on a future event within 6 months.  
  We stand by our decision and feel we went above and beyond to satisfy this customer.

  Customer Answer

  Date: 05/22/2023

  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]

   

  Pink elephant states the refund policy was on my receipt which I have provided proof it does not. They also stated this was told to me which it was not. When I called I told them the party was cancelled due to unforeseen circumstances thus, there is no future need for their companies services nor do I feel secure using them with the experience Ive had 

   

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

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

  Business Response

  Date: 06/01/2023

  Good afternoon. Please see attached invoice that was mailed to the client. No refunds on deposits. Everything was held for her event. As well we had to pay our vendors for the inflatable and linens up front. 

  Customer Answer

  Date: 06/01/2023

  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:

  As uploaded already, that invoice that they say they mailed is false. I never received that invoice nor as you can tell by my attachment was that wording ever on the invoice, that is something they just added. Also included in my attachments is the email stating they would accept A CASH DEAL for $1,600 no tax. So their pricing information is also inaccurate. 

   

   

   

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

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

• Initial Complaint

  Date:07/20/2022

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  7/02/22 , I contacted pink elephant around 10am to get quote on 3 tables, umbrella, linens, sterno and sterno racks for a 4th of july party.I got quoted over the phone, removed the sterno and the sterno racks. I decided to go with the table, umbrella and linens. Waiting for ****************** time. i was notified that a delivery was going to be possible july 2nd. I said great, still no invoice or no delivery time was scheduled and up to that point i was ok taking the order. I first provided this email *************************** never received the invoice so i then provided a second email ********************* I received the invoice at 12:12pm. when i was able to look at the invoice around 1:17pm. i called my husband to let him know of the cost of $542.80. he found it too much. I inmidiately called back to say i was not going to move forward as my husband found it to be too much. The response i got , was OMG the drivers are already on their way. gas , didn't you consult with your husband 1st etc. so i felt pressure and bad by her tone and conversation that i said since they are alredy on their way , i will try to convince my husband to take it. after speaking to her, i called my husband back and he said he is not taking it. I called her back and told her no, my husband is not accepting the order. then again she goes off on about gas prices, etc so now im feeling guilty, so i told i would pay the delivery fee of $125. I called my husband again who is more factual and told them i would paid the delivery fee. he stated that it is not our fault they sent delivery without payment confirmation and their own invoice states that "final payment paid on credit card MUST be paid in full before delivery. NO EXCEPTIONS" to not let her guilt trip me. 7/18/22 i was contacted again about $125 payment. I emailed back that i could paid half just to be done. They emailed back looking for the full $125 or they will send me to collections!

  Customer Answer

  Date: 08/11/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Pink Elephant Party Rentals regarding complaint ID ********.
  
  Sincerely,
  
  ***********************