ComplaintsforSouthgate Roller Rink
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Complaint Details
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Initial Complaint
11/21/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I booked for my 8th year old son's skating birthday party for the date of 11/26/23 and paid full. I thought there were walkers available just like other skating rinks. I inquired about the walkers on 11/16/23 and I was told they dont have walkers. I told them on 11/18/23 most of my guests are beginners and most kids will be attended by one parent (with siblings : babies/toddlers) and that it is best to cancel. So ******* from Southgate Roller Rink called and told me 11/20/23 there is no refund. I asked for a manager but manager/owner is not available and will be back in office sometime November 24 but she doesnt know what time. She told me the party room is still going to be reserved for me (even if I have cancelled) and it is up to me if I show or no show on 11/26 . I was not informed there were no walkers. I understand that this is business but I dont think this is fair to customers. $363 is not cheap and it is unfair to just let the business owner take all the money for booking a party not appropriate for my guests ( I was not informed there were no ****** assist) and offering no refund for my request for cancelletion a week before the party) I dont think trying to hold the party room for me even after my cancellation request is not right. I would also hope that they let customers pay a deposit fee (with no refund) vs no refund of the package at all Irish PediangcoBusiness response
11/29/2023
Although we have a no refund policy and the customer never inquired about ****** assists during the booking process we made an exception and issued a full refund. ****** assists are available in roughly 10% - 15% of roller rinks in ***************** so it's not part of our protocol to communicate that it's a service we don't provide.Customer response
12/02/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
Irish Pediangco
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.