AIBU to think I shouldn’t have had to run the party myself after paying £275?

[Booyou123]

My son turned 10 this weekend and we booked a UV glow football party for 15 boys. It was his first proper birthday party since he was 3, so it felt like quite a big milestone.

Before booking, I repeatedly called and emailed the company to confirm exactly what would be provided. I was told there would be a neon football, glow bibs, UV equipment and that the hall would be properly marked out. We were specifically told the children should wear dark clothing for the glow-in-the-dark experience.

I was also told the coach would need 45 minutes to an hour to set up, so I paid for additional hall hire.

On the day, the coach arrived with two UV lights, two football goals and some rubber markers. There was no neon football, no glow bibs and the setup took about 10 minutes. After 15 mins the kids wanted the lights on because they couldn’t see the ball.

We had paid for 45 minutes of dodgeball and 45 minutes of football. The dodgeball never happened. I was told the company had forgotten to pack the equipment, while my husband was told it had been stolen from the coach’s van.

The coach seemed completely overwhelmed by a group of 15 ten-year-old boys. There was very little structure to the activities and it was mostly the children making up their own games. Parents had to prompt drink breaks and a few children later reported feeling sick or unwell. When one child was injured, there didn’t appear to be a first aid kit available - which is shocking for a sports coach from a sports company?!

The football itself wasn’t really organised. At times it was just 15 children chasing one ball around the hall, which inevitably led to frustration and arguments.

The thing that is confusing me is that despite all of this, the children actually had a brilliant time. They made up their own games, played bulldog, organised their own mini football matches and generally had a great laugh together. My son came home happy and said he loved his party.

So I’m left feeling quite conflicted. On one hand, the kids had fun and my son enjoyed himself. On the other hand, I spent most of the party stressed, managing issues, questioning safety, and feeling like the service delivered was nothing like what was advertised.

I’ve complained to the company and reported my concerns to Citizens Advice.

AIBU to think this goes beyond simply a disappointing party and into genuinely poor and potentially unsafe delivery of a children’s event?

I am furious and I was really worried about the safety of the children so I intervened and did a few games myself, (Ex primary teacher)

I researched this company very well. They partner with goals to do events, they have great reviews with photos, an active instagram with weekly postings about events taking place.

AIBU to think this goes beyond simply a disappointing party and into genuinely poor and potentially unsafe delivery of a children’s event?

Definitely write to the company what you have here - they didn’t provide what was paid for and it sounds really sloppy. The fact the boys all had a great time is an aside (and what a relief)

Just to add, I feel so gutted since the party ended yesterday. I haven’t been able to sleep, I’m worried about parents complaining and I’m just feeling really awful and overwhelmed by the entire experience.

When you complained what did you ask for? That is always an important part of the complaint.
I would ask for

• explanations as to why certain promised things weren't met
• review of their procedures wrt first aid
• half my money back

YANBU - complain and try to get a refund, as although they had a nice time, it was unsafe and not as described.

I am glad they all had a great time. I would definitely make a complaint to the company too, it’s unfair, you didn’t get what you paid for.
Your complaint will hopefully prevent another child being let down.

OP, the company did not provide what was promised - no neon ball, no neon bibs, ni dodgeball, no first aid. The whole thing sounds like amateur hour, and for you to have to pay £275 for something you could easily have organised yourself is outrageous. I’d be asking for at least some of the payment to be refunded, and you have done right to complain. I would be putting up a scathing review on their website and on social media outlining their shortcomings.

I have asked for a refund on the following grounds:

UV glow football advertised (neon ball, glow bibs, UV setup) was not provided as described

I was told 45–60 mins setup time, I paid extra hall hire; actual setup took 10 mins.

Dodgeball not provided at all and football not delivered in a structured/coached way. You can’t have 15 kids in a hall chasing a ball for 90 mins.

No proper games structure, children largely left to organise their own games like bulldog etc

This is one of my main concerns - drink breaks only after prompting; some children felt unwell/overheated. I was constantly having to supervise.

There was an injury incident with no visible
first aid kid. Shocking for a sports kids party?
Different reasons given for missing equipment

It doesn't matter that the kids had a great time regardless (although it does mean you needn't feel bad). You didn't get what you paid for. Presumably you had a contract with this company or at least an email agreement. Ask for at least a partial refund and if you don't get it, complain to trading standards. Sounds like they will be in breach of all sorts of regulations.

@sesquipedalian I have written my reviews on Facebook, Trust Pilot and Google Review and I have emailed the company with my complaints. I have also requested information like risk assessment for the party, coach DBS (he turned up in a mucky black t-shirt, smelly trainers and looked like
he had just woken up) and information about their first aid policy.

I don’t want anyone to experience what i
did or for a kid to be upset.

it’s just unbelievable that services out there can go
so below substandard that it’s hazardous and dangerous.

Report to Trading Standards.

While it is disappointing and you are right to complain, I think saying you are gutted and haven't been able to sleep is a complete overreaction.

You have done all you can in terms of contacting them (I would have perhaps waited for a response from the company before all the negative reviews you uploaded however being that it happened on a Sunday).

Is it a big company or franchise? I wonder whether some of it depends on who you get running it if it's a bigger company rather than a local one person business who is fully engaged.
As from your description it doesn't sound very organised and maybe someone they roped in last minute.

I’m guessing they double booked and called in a favour from a friend last minute. Definately ask for money back

The public can't do that any more. You have to go through the Citizen's Advice Bureau, which is what she's done.

Sorry OP that sounds terrible.
I've attended hundreds of kids' parties over the years and they are all run properly! I've never seen a company do this in this way.

She has done. You contact TS via CAB.

There would have been a First aid kit at the hall, not sure you can lay that on the company unless specifically stated they would provide. Are you expecting a full or part refund?

I would insist on getting atleast partially reimbursed due to the lack of equipment promised.

If it's Sporty Stars they have a bad reputation.

I have gone down the Trading Standards route. Money aside (which I do want back) the amount of safety breaches for the children was unbelievable.

The company isn’t a franchise, it’s a large company. They do holiday football camps, have their own YouTube channel, they do so many events partnering with big companies like GOALS.

I called them a couple of times this week to check
on equipment, and speaking to the coach and arrival time. I had such high hopes from what I was told and it was the complete opposite. There was
no experience. I could have thrown a ball on the air and let them run around for 90 minutes for free.

I feel like I’fe let myself down and I’m worried
about being judged by the parents. My son has a lot of wonderful friends, some who he has known since a baby. I know these people, they are like
family and a community. It’s just an awful
feeling. I have ADHD, so maybe I am over sensitive.

It definitely sounds as though they haven't provided what was advertised and you should complain. But I think you are being a bit OTT about the "dangerous and hazardous" aspects. As PP said; there should have been a first aid kit in the hall. And at 10 I think you could reasonably expect kids to just get a drink as needed. I've run more kids parties than I care to remember and the kids have never been shy about asking for drinks or grabbing a water bottle.

Push until you get a full refund. This is outrageous.

Ah that would upset me too, but if your son enjoyed it you can take that emotion out of it, you provided a great time and no parents will be judging you for providing a shit party.

I would complain tho, for that money I'd expect to turn up and just rest up while the coach handled everything!

That’s why we paid 275, to be able to rest up and just see my son enjoying himself!

Personally, I’d contact all the parents and explain that the service provided fell far short of what you booked and paid for. Ensure they all know that you’ve complained to the company but whether they themselves complain is really out of your hands.
The fact that the children all had a great time doesn’t really compensate for paying almost £300 …….had the company provided all that they were marketing you wouldn’t be feeling so aggrieved now would you?
And a call to Trading Standards might be a smart move.

I would group chat the parents apologising about how awful this company was and they didn't provide what you paid for ! They should understand.

Then complain to the company ask for a refund!

Definitely right to complain, let us know what the reply is