ComplaintsforThe Sensory Playce

• Initial Complaint

  01/22/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  1/21/21 from 10:15-11:15am I had been meaning to bring my child, after overlooking the location for some time, finally went in for a visit.We visited for just under two hours. There were 6-7 kids, plus several adults during the same time frame. I did not once see the owner *** do any cleaning. Thats a concern, especially in a childrens facility.Another concern is the fact that there were open and noticeable bug traps in the bathrooms (sitting behind the toilets). I would question the chemicals/toxins being used in those traps as they are known to cause disruptions to ones endocrine/immune system; after all, they are meant to kill* bugs.Finally, I had a very disheartening encounter with another woman there. As soon as I got within several feet of her, she fumbled to put a face mask on. I tried to kindly reassure her that she didnt need to worry about putting it on, because we were near (mind you this is at a children's play facility that is obviously not even being cleaned periodically). The woman immediately became very very hostile. She felt the need to make a rude and offensive remark about my face/appearance, while continuing to verbally berate me, eventually walking over to the owner *** to essentially tattletale. For those curious of the name she used, it really was insanely immature. She said I had a stank ugly face ?????. Again, we are at a facility for children, surrounded by several. Id like to say it ended there however each time she was within a few feet of my toddler and me, she continued with the comments/insults, to include while even being next to the owner ***. Again, while next to ***, the ***** masked woman felt the need to threaten me stating she was barely at a level one and I better watch out because I dont want to see what happens next ??. Again, absolutely repulsive behavior. All while next to the owner.The owner continued to stand by the ***** rude woman, laughing with her, essentially joining in the bullying. The owner!

  Business response

  02/03/2022

  We are sorry that this customer did not find our facility up to her standards.  Unfortunately, she let her personal beliefs about masks interfere with her ability to enjoy the facility as well as her ability to be kind.  I should have initially told her our facility was not a good match because she walked in and the first words she spoke included "are you forcing muzzles".  She then proceeds to complain that a waiver had to be signed and started talking about things being like "Communist *****".  As an owner I tried hard to not engage and instead made small talk about the weather asking her child about the crazy snowstorm the day prior. To which she very rudely in a loud angry voice said, "we are not snow people".  At that point I just stopped talking and decided to stay away from her.  Upon entering the building, she immediately attacked one of our regular customers who had been in the building already about her wearing a mask.  She told her she was not sick, and masks do not work, and she should research them.  This customer was very upset and offended by the attack and came up to talk to me about it.  At this point I went out with the regular customer to chat about everyday things to try to just keep the two apart as I was very nervous about what might happen.  As for the continued interaction, the regular customer who was wearing the mask was also working to keep her one-year-old daughter away from them and each time she did this customer would give her a dirty look.  It was after more than 30 minutes of this continued interaction that our member spoke up. 

  
  All our regular customers have been and continue to be extremely impressed with all our cleaning and snatiation as well as our commitment to wearing masks during high levels of community spread of COVID (at this time we are currently in the highest rates of transmission during all of the pandemic).  We specialize in working with medically fragile children and have many customers who commend us for our cleaning.  As for there being 7 or 8 customers in the building per not only my memory but a review of our security footage and point of sale data during most of this interaction no other customers entered the building.  This customer entered the gym facility at ******* no other customers entered the facility until 10:52am, followed by another set of customers at 11:07am, and this customer went out at *******.  We do not make it a habit to spray toys as a customer is playing with it but do clean between customers or if a customer would like we have a bin up front as well as signs informing customers to take used toys to the front to be sanitized (this customer chose not to utilize that option).  We also offer spray bottles for customer use (again something this customer chose not to utilize).  As for the ant traps yes, we utilize pet/kid safe traps enclosed traps in non-play areas to ensure we do not have any issues with ants as our regular customers prefer that.

  
  Even after this customer made others including myself feel very uncomfortable, I tried hard to be kind and make small talk and this customer chose to say nothing but continued to give me dirty looks and glare at me. 
  We pride ourselves on having one of the cleanest facilities in town and we are disappointed that this complaint insinuates we are not clean when their actual concern was that we wear masks and many of our customers chose to wear masks.  It feels ironic that someone would not want to wear a mask, and be angry that others are wearing masks, yet want us to take toys out of their childs hand and spray them with disinfectant.  We are confident in knowing this complaint is false and we will continue to support our members and customers who chose to wear masks.  While we have made the decision not to require all who enter our facility to wear a mask,we will also not tolerate customers who attack others for choosing to wear a mask. 

  Customer response

  02/04/2022

   
  Complaint: 16663448
  
  I am rejecting this response because:
  
  This woman is completely fabricating and embellishing what happened. Id like to remind her that she has four cameras rolling in her business. How embarrassing and shameful would that be if she knew these situations had been privately recorded.

  While she likely had my ****** review removed via payment, there are dozens of similar reviews stating the be try similar situations/encounter regarding the lack of cleanliness and severe unprofessionalism displayed by the owner. While my review seems to have been removed, again, there are many on other platforms as well. The truth always prevails, especially when one chooses to deceive. 
  

  I have chosen to not support this business, as well as many others. Word of mouth is something that spreads quite quickly, especially amongst mothers and again, the truth always prevails. Let us hope that this is a wake up call for the owner to start cleaning/sanitizing (after all, we are in a pandemic), and to take a few classes teaching professional business ethics as it seems she may have not ever done that  Good luck!

  Sincerely,

  Olivia

  
  Sincerely,
  
  *********************

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