I just had the most bizarre experience with someone who said her name is Melissa. My daughter had her birthday party on December 7 of this year, and everything went pretty well. We had no complaints or issues. The package I purchased (Gold) was supposed to include goodie bags for each of the kids. This was a big relief for me, as I usually make my own goodie bags, which is both pricey and time-consuming.
The party ended, and the following morning, I realized that we never received the goodie bags. I was disappointed, as the fee I paid included them, and I needed this to be resolved. I called the next day (12/8) and spoke to a young man who was polite but informed me that the person I needed to talk to wouldn't be in until Monday between 11 a.m. and 4 p.m. I said that was fine and that I would call back.
I ended up getting busy with work and called a couple of days later (12/12) during the time I was told to call. However, the person on the phone told me again that the person I needed to speak with was not in. This time, they wrote down my information so someone could call me back. I called again the following day to see if I could reach the person who was supposed to help, and I spoke to a nice lady who claimed to be the person this review is about. She also said she would write down my information.
Today (12/16), after not hearing anything back, I decided to write an email in case the person I needed to speak to wasn't getting the messages that I had called. I sent a polite email, as I had no bad interactions with the skating rink up to this point, and explained that we never received the goodie bags. I requested reimbursement for that portion of the payment.
I received an email back within an hour saying that I had only called once, according to their notes, and that they could mail me the goodie bags. This felt unreasonable, considering the party was already over. I'm not going door-to-door to deliver goodie bags, especially since some guests were from out of town. Instead of responding to the email, I decided to call and clarify the situation.
When I called, a lady who said her name was Melissa answered the phone. Before I could say a word, she told me I had called multiple times and accused me of making it seem in my email like no one was answering the phone (which wasn't true). She also said the person I needed to speak to had just left. I tried to clarify that I never claimed no one answered my calls, but Melissa would not let me get a word in. She repeatedly told me someone would call me tomorrow.
When she finally paused, I tried to ask a question, but she abruptly told me she had an important call to take and hung up on me. This interaction was shocking, as I had no prior issues with the staff.
I explained the situation to my mom, who had helped me plan the party, and she decided to call to see if she could get any answers. When she called and mentioned the party, Melissa immediately became argumentative. Melissa kept repeating that someone would call us the next day and that she couldn't do anything about it. My mom asked if we had done something wrong, and Melissa said no but then went on another rant about how we'd get a call tomorrow. She then hung up on my mom, too.
At this point, we were both shocked and couldn't understand where this energy was coming from. My mom tried calling back, but every time she called, someone would pick up the phone and immediately hang up.
I never write reviews, but this experience has been insane. This wasn't even a major issue--just a simple request for partial reimbursement for something we didn't receive. The way we've been treated is absolutely ridiculous.
I don't make accusations without receipts, so I have attached photos of my calls and the emails. read more