ComplaintsforCharacters For Parties

• Initial Complaint

  07/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I hired a Barbie performer for my daughters fifth birthday party on ***************. The character was hired based off of what was on the companies website. Email communication with the company stated they hire and train professional characters, including professional wigs and costumes. Barbie arrived with her dress completely the wrong size, allowing her bra to hang out, her brown hair was coming out of her wig. I sat in the corner upset about what was at the party. She proceeded to play baby shark for 5 to 11-year-olds. The children were not interested and walked off during her song. She continued to play it and then played, jumping jumping all around. The main thing Barbie was supposed to do at the party was face paint. She brought watercolor face paint and stencils, and only placed them on the childrens hands. Whatever she used immediately came off and was unlike any face paint I have ever seen at any childrens birthday party. The kids were completely uninterested and went back to the other side of the property to go swimming. She then awkwardly stood by the pool waving at the kids and didnt even ask to take photographs with them until three minutes before she left when I addressed my concerns with the company and provided Photographs as well as text messages from parents regarding her bra hanging out, the only thing they would do to compensate me give me a $50 credit claiming I did not ask the character to leave early, so it is our fault. I was trying to save face and not further ruin my five-year-olds birthday by asking Barbie to leave after she had walked in and every kid had seen her. I was trying to give the girl the benefit of the doubt that perhaps she would get better as time went on, but it did not. We paid $109 character deposit and then $80 to the character the day of the event. I am asking for the full refund of the $109 character deposit as we were not provided anything like what their website or emails leading up to the event portrayed.

  Business response

  08/08/2024

  We appreciate the opportunity to address the complaint from ****** ******* regarding the Barbie performer at their daughter's birthday party on *************. We take all feedback seriously and are committed to providing high-quality entertainment for our clients.
  

  We have thoroughly reviewed the details of this complaint and conducted an internal investigation. Here are our findings:
  Appearance: Our records show that the performer assigned to the event was appropriately dressed and met our professional standards. We have photographic evidence from the event that contradicts the claim about the performer's appearance.

  
  Activities: The performer followed the standard party itinerary, including age-appropriate songs and activities. While "Baby Shark" and similar songs are generally well-received by young children, we understand that not every activity may resonate with every group.
  

  Face Painting: The performer used standard face painting materials, which are safe and commonly used in the industry. The use of stencils and watercolor paints is a part of our regular practice and typically receives positive feedback.
  

  Interaction: Our performer engaged with the children throughout the party and offered to take photographs towards the end of her visit. We regret if there was any misunderstanding or if the engagement did not meet the customer's specific expectations.
  

  Upon reviewing the communication with the customer post-event, we offered a $50 refund as a gesture of goodwill, which we believe was a fair resolution given the circumstances. We did not receive any requests to have the performer leave early, and the customer did not indicate any significant dissatisfaction during the event.

  Additionally, we must note that the customer threatened to leave negative reviews if we did not comply with her demand for a full refund. While we value all feedback and strive to resolve complaints amicably, we believe it is important to address the situation transparently.

  
  We strive to provide excellent service and are disappointed to hear that the customer was not fully satisfied. However, based on our investigation and the evidence at hand, we do not find grounds to issue a full refund beyond the $50 already provided.

  
  We appreciate the opportunity to clarify this matter and are committed to continuously improving our services. We hope to resolve this issue amicably and maintain our high standards of customer satisfaction.

  
  Thank you for your attention to this matter.

  Customer response

  08/08/2024

   
  Complaint: 22039147
  
  I am rejecting this response because: I would greatly like to know in what world it is appropriate to have a performer with her bra hanging out? The dress is not fit for her. I was promised a professional costume. Please zoom in to the high quality images provided. If my complaints do not align with the photographic evidence, I am unclear as to how youre seeing something different. I am a customer and have the full right to properly review a company that promises one thing and provides another. That is the definition of a review. I paid the performer $80 for coming, the company does not deserve the $109 they were given. I was not provided a professional character. While watercolor may be safe, so are other paints used at parties and it should be specifically stated in your communication if youre going to be providing face paint that cannot stay on. Our African American guests couldnt even get paint because the watercolor wouldnt show on them. How do you tell a 6-year-old that?! This seems to have not been a well-thought out business practice. 
  
  Sincerely,
  
  ****** *******

  Business response

  11/12/2024

  Thank you for sharing your feedback. We apologize that your experience did not meet your expectations. We understand your concerns regarding the performers costume and the face paint used at your event. We take customer satisfaction seriously and appreciate you bringing these details to our attention.
  
  Please note that we have already provided a $50 refund to address the issues you experienced. This amount was offered as a gesture of goodwill, and we will not be issuing any additional refunds at this time.
  
  We appreciate your understanding and thank you again for your feedback, which will help us improve our services going forward.

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