ComplaintsforAwesome Family Entertainment, LLC
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Complaint Details
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Initial Complaint
05/31/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I rented a bouncy house for the neighborhood kids in celebration of summer. I communicated CLEARLY that it would be in the community park and that they could meet me there to set things up. The decided to deliver the unit a day early. ONLY at this point did they communicate that it needed electricity to inflate and was too far from the houses to use anyone's electric supply. Since I had no idea - I couldn't prepare to have a generator available. However, was able to have a generator on hand for the day of the event - if they would deliver to our location. They refused to deliver and refused to provide a refund.Business response
06/07/2022
(Important Note: client received her order and then filed for a chargeback)
Hi *******, We are sorry you had a negative experience. As a company in business for over 25 years, we always do our best to do the right thing and truly felt we put forth a valiant effort to accommodate any misunderstandings regarding our policies and procedures. As a team, we make every effort to make sure our policies and procedures for our rental items are outlined clearly on our website, in our invoices/contracts and in various communications.
Your account was set up as flexible delivery because you didn't want to pay for the same day delivery and pick up fees.
When our team arrived to drop off your item, you made us aware that you didn't have a close power set up. Our team did offer to set up the item closer to a power source, but you refused the delivery, our team members complied and resumed their next delivery stop. It is important to note that all of the electrical requirements are listed on the product pages and in the rental agreement that was emailed to you. In addition, all of our deliveries and pick-ups are agreed upon in writing via the rental agreement and verbally over the phone. With the volume of events and deliveries, we are very diligent in communicating our deliveries. While we are human and errors do occur, this instance was not one of them.
Furthermore, our driver's contacted our management team and we got to work right away to see how we could make the most this situation even though we truly didn't feel we did anything wrong...but we like customers to be happy.
We do wish you all the best, but feel your review is unfair and highly charged and hence the descriptive nature of our response. To say we don't deliver on our services is a misrepresentation of our company and of this situation. We did service your event and in the end you ended up with a bounce house without any additional fees. While we understand you are unhappy, we tried to make it right in your eyes. Unfortunately that did not happen.
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Contact Information
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.