Business ProfileforParty Characters for Kids

This company has failed to provide adequate service. I booked a character (********) for a childs birthday party in 11/25/23. Paid for a character who was scheduled to arrive at an event from 2-3pm. The event space was booked for the party from 1-3. However, I was contacted by the actor who was to perform as the character that she was running late (she called around 1:50pm to say she was in traffic. When asked how far away she noted she was 20 minutes out. At 2:10 the character still hadnt arrived. Finally at 2:40pm, the actor of the company showed up, but wasnt in costume. She took another 5-10 minutes to change explaining that she had a costume malfunction. I was mortified to find that the costume had an eye missing and you could see the person in the costume through the hole. The entire party was put on hold for the character as we couldnt sing happy birthday or eat without her. At this point we were so rushed and frustrated that she was ushered in only for us to sing happy birthday. We paid for an hour a total of $140 to character plus a $75 booking fee. We shouldnt have paid the character but I was not going to create a scene at my childs party. Also it was an issue that shouldve been managed by the company since their employee mentioned that it was a costume malfunction and the employer provided the costumes. The company was unable to rectify the situation only offering a less than 10% discount off of a future booking after reaching out to them numerous times. I spoke with the manager **** who failed to respond to my original calls, emails, and complaints. This company should not continue to do business this way.