ComplaintsforKids Empire (Mesquite)

• Initial Complaint

  03/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I had a birthday party for my son at this establishment. First off, they were very unprofessional. I had to constantly be asking about when they were going to be doing the next step in his party. When we arrived, they didnt offer any drinks or snacks, we had to go ask for them. Every step of the way, we had to ask for them to do their jobs. They were being nice about to so I didnt say anything. Once the party ended, we all went home and at that point, I realized we were never given the party favors that are part of the package. I called and asked what could be done about this. They told me they could give us the favors if we came back. I told them that wasnt an option because many guests lived far away and asked what else could be done. I was then told they would offer me 2 free passes to come back later on. I said that would work and asked if they could send me some proof so I didnt have any issues. They said I could just call and ask someone and they would have a record of it for me. Fast forward to today. I called and did as they said-surprise, surprise, no one knew anything about the free passes, and they went back to saying they could give me the favors. Meanwhile, the issue is still the same. I would have to drive around to all the guests houses and distribute theses favors because of their error. All Im asking for is that they give me what they told me they would and that they would acknowledge their error in this situation.

• Initial Complaint

  02/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  your villa park manger threatened my daughter in law said she would clock out meet here outside!! are you kidding me this is a manager you trust to take care of your place very rude public humiliation i will never come back with my kids again terrble management !

• Initial Complaint

  01/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  The ********* Kid's Empire closes the bathroom at 6:45 p.m. and it closes at 8 pm : They put a yellow tape and a sign saying closing for cleaning but I was told by the employee it was close for the rest of the night. Go outside the facility to find an open bathroom. I did emphasize about the issue that if they close at 8 pm then the bathrooms should remain open. They said no they always close the bathrooms at 6:30 pm . This is not acceptable especially when you have children 5 and under.

• Initial Complaint

  01/23/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We booked Kid's Empire online for my daughter's 5th birthday for the Meal Option at the ********* location in Dallas. A week before the birthday I confirmed that 31 guests would be attending and that we would provide the pizza, cake, and decor. They confirmed that we would receive a $30 credit and $200 for the pizza in advance. Upon arriving at the venue, we informed them that we would have fewer guests due to kids having the flu and covid and only had 15 guests in attendance Their party helper was utterly useless and needed me to tell her how to do things - to set the tables, clean up trash and didn't help when one of the kids got hurt. The manager was nasty and rude, only coming over to tell use that we couldn't move a bench, and didn't even greet us or ask how we were doing. We only used half of a bottle of coke and water, none of their decor, or food, and returned the extra gift bags. They also never offered us gummies. We were told we had to pay the full amount for 31 guests, even though I never signed a contract or was informed that I would pay for the full amount. At $39.90 that's $700! We were also charged for the pizza and were never reimbursed when I emailed their customer service. I understand they have some operational costs but surely they could have worked something out with us and not charged us the full amount because then we would return as patrons A drop in play is $19.90, so I don't think I should be charged that amount for kids that did not play. I've followed up with the twice about reimbursement for the pizza with no response. This company is deceptive, misleading, and rips off families. I approached the staff about it being bad business practices and their response was "Lots of things here are bad business practices," and "good luck getting your money back, lots of people are trying."

• Initial Complaint

  10/25/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On October 10th I took my child to Kids Empire to celebrate his birthday. The cost of him to play is $21.50. I was overcharged $43.00 and could not get my refund. The girls that were there did not take me seriously at all. I told them I was overcharged and needed to speak to a manager the girl asked me "over a refund?" Yes for sure over a refund as that $64 was the LAST money I had. The girls gave me a fake manager number because I later called the store again and was told that was not the correct managers name or number. The girls took me as a joke as I was really in need of that $43.00. I emailed the ****************** on October 10th and NEVER heard back from anyone. This is the most ridiculous thing ever and has caused me a great amount of stress as I didn't have money for gas to get home and had to call and borrow money. That $43 may not be a big deal to most people but it was to me. This was Kids Empire in FireWheel. Please make sure this gets to the right place.

• Initial Complaint

  08/02/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On February 6, 2022 I brought a party package deposit of 169.33$ for October 29. My child recently passed away June 30 I emailed the company and got a nice condolences and a promise to return my money. After a month of continuing of emailing and calling the local kids empire. They still haven't follow through with their promise of returning my money

• Initial Complaint

  07/28/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Hi, I attended the Dallas Hillcrest location this past Saturday 7/16/2022. I booked a party for my daughters birthday, it was the meal party for 10 adults and 10 children. I was told over the phone and in person to my face that I would receive a $30 discount since the cake was not included in the package. I was shown a paper on a clipboard that was a summary of my party, it had the cake scratched out and the host pointed to this part and said "you are not being charged for the cake". Once I realized I was charged for the cake, I went to the front desk to ask for my $30 refund and I was told this could not be done in the store and I would have to contact support through the website, I highly doubt this is the way to correct this mistake that was made by your company, I could have simply been refunded but I am sure there was no manager on duty to do so. The young lady that was helping me picked up her phone as I was walking away to say "yes, she is going to go through the site, its all good" to whom I am guessing was the manager that was not in the building. Please refund the $30 that should have been discounted as I was told several times. Attached is an email confirmation of my deposit for $150.00 and the receipt showing that I paid $195.32 on site. Totaling out to 345.32 (promo price for booking in June) I was never granted the $30 discount for the cake.

• Initial Complaint

  07/09/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I paid online for the booking of a snack party I paid 150 my brother went in the morning and it's like they completely ignored the payment I made online and changed him for the whole thing plus some on my first receipt I uploaded it clearly says the balance remaining I would be charged is only 149.00 I should have only been charged 149.00 more instead they charged him 269.00 plus they charged him the 150.00 deposit I already had paid we were way over charged but not only that they did not provide a cake or gift bags like the add says they would the manager had covid and was very sick sneezing everywhere around all those kids very un sanitory and in healthy there employees were extremely rude I did not receive anything from them but the balloons at the table worst experience I am embarrassed to have went there I ended up being way overcharged and they did not provide anything the party was supposed to have instead they told me.all there supplies were out I demand a refund

• Initial Complaint

  03/20/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I visit the location at *********************** Texas *****. This location first needs to do a full training class for their staff. Rude and I'm going to advise everyone that I know not to have a party or do business with your company. We came for a birthday party and was advised that we all need to fill out a waiver. Okay that's fine then we were advised that all guest even the ones that are not jumping must pay $15 plus tax to enter. I advised them that she is 14 and doesn't want to jump which is why she has her cell phone and iPad. She is here with me her dad and little sisters. They advise me that everyone must pay okay so there is a sign that states $5 for adults so let me pay that. Then then proceeded with an attitude to tell me they are not about to go there with me. I asked for a manager and the supervisor tells me he is just telling me what he was told. I work for corporate and the only thing that stopped me from really going off on your untrained staff is the fact that I'm pregnant and didn't want to stress my unborn child out and cause a bigger scene and ruin my little cousin birthday party. I've hosted many parties and my number one location is IT'Z clear as day the party is well over $2,000 with the amount of family. This place needs help and I see you why you have 11 BBB complaints regarding this business. I will never come back here and trust and believe I'm going to tell everyone the way we were treated. Even at IT'Z I was allowed to pay $9 for each child that did not want to pay. I want a higher up manager to call me regarding the issues that took place.

• Initial Complaint

  01/15/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Dec. 15,2021 I paid 162.38 to Kids empire and the website failed to let me know the full price I needed to pay when I received my receipt I said I owed money meaning I only paid a deposit which wasn't stated on the website I asked for a refund from the ******* location and the emailed me back a month later to say I can't get a refund due to short notice I have proof I canceled the same day

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