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?

Yanbu, definitely complain. It’s wrong that they take money for a service they didn’t provide!
im sure you have lots of pictures of the things you didn’t have.

I once lost 2 party guests at a bowling party for my 10yo. Longest 3 minutes. Don't go messaging the parents except for thanks for the presents OP.

you did not get what you were promised or paid for
there was lack of equipment
there was no organisation
from a safety point of view it was very unsafe
complain strongly
if you do not get satisfaction spread the word

I understand your concern about what other parents are thinking. They will be glad their DC had a great party. They won't know what your agreement was, and what was delivered. When they say thanks for a brilliant party, just smile and say great! Don't tell them about the nightmare it actually was. It's all in your attitude. Your DS had a brilliant time. That really is the most important thing.

Whether a couple of boys got hyper and into a bit of a fight isn't something you can control. You dealt with it swiftly. Same with the boy who hurt his hand.

Sounds like you did a really good job, and the company has let you down. They should refund at least a portion of the money.

You should complain because the company didn't provide the services advertised
I get being pissed off about that
The rest of it is a bit hysterical op - letters to parents will actually highlight issues that they likely don't know existed, reporting to trading standards etc prior to response from the company.

Gosh I remember some terrible kids parties when mine were little (I think less social media come-back and generally just less health and safety awareness).
But can I remember who was hosting? No!

I always say this my DD, whose ADHD makes her overthink horribly- don't put your worries on to your guests, or they will end up having to reassure you, which is not kind, and actually bloody boring for them!

Did they stay til the end? Did they say thank you very much that was really fun? Yes? Then it's done. Your responsibility to them ends there.

(If they say that was terrible and you gave me food poisoning and I broke my arm, then yes sure, apologies completely appropriate!)

(But complaining to the company, yes absolutely).

I would actually ask for a partial refund on the basis it was nothing like advertised, give all examples. If they say no or ignore you then do a charge back form with your credit card provider. Send a screen shot of what was promised and another of your email to them, including their response.

It sounds sub par for sure but didn’t you communicate with the coach and ask him where the neon ball and bibs were and when was he going to switch to playing bulldog instead of football? If you did, what did he say?
I don’t blame you for sending a complaint and I think you deserve a partial refund but you’ve gone in all guns blazing without even giving them a chance to reply and explain! If you had and you didn’t feel satisfied with their response, then I’d have escalated it.
Ten year olds know when they’re tired and thirsty and as you said you had juice available, I’m surprised a ten year old couldn’t have taken themselves off for a minute to drink.
You're totally overthinking the parents judging you.
I hope the company provides some answers though and refund you some of the money.
At the end of the day, the kids had a good time. Your husband thinks it was funny, so sorry but I think you’re overreacting to some (not all) of it.

It’s always shocking when an organisation that provides a service for kids is a con. You’d have to be the lowest of the low to rip families off over a kids party.

We had similar over a summer holiday club. It was a massive wake up call about how unregulated children's events can be. I always ask for first aid and DBS info upfront now, anyone who has it is more than happy to provide it.

This is awful on the company OP. Sounds like you stepped in and saved the day though so be proud of that. Your son loved it and sounds like the other kids did too. Nobody seriously hurt.. a few bumps and bruises are to be expected at a kids football party! If I was a parent I would just be grateful you had included, fed and entertained my kid for a couple of hours.

If they don’t refund you and provide assurance it was a one off I would consider naming them here.. prevent other mums making the same error.

My kids have been to loads of birthday parties and honestly I don't care about it enough to think anything about the parents 😂
The kids had fun and came home in one piece with a bit of birthday cake, that's all that matters.

The company sounds crap though and I would definitely want my money back.

Did you raise these issues at the time? To get a refund on the grounds it was unsafe or unstructured, i tbink you would need to have stopped the party and sent the guy home.
You cannot demand to see a dbs.

OP all that matters is that the boys had fun and it’s sounds like they did, in spades! They’ve probably all gone home and told their parents what a fun mum Booyou is! You are totally overthinking this, and I know, I do it too. Definitely pursue your complaint with the company but stop worrying about the party fun.

Just the non existence of first aid on its own is a breach of health and safety. Then not providing what you paid for. I would be going after this big time, and I would demand a full refund

This! I think you’re well in your rights to ask for a refund due to the breach of contract.

I don’t think you need to worry about complaints as the kids had a nice time!

Well done for stepping in to make sure all was safe and you son had a great party- you should have had to but you did the right thing I think.

Am I allowed to name the company here?

I have emailed detailing as many of the facts as possible and I have requested a full refund.

Just wait honestly OP, they might be very good with their response to you, but give them time to correct it, you have complained via lots of different avenues in a short space of time, rather than including mumsnet as another public complaint, give them some time to see if they can make it right for you.

@rainbowstardrops I did question the coach. He just said we don’t have it, we expect the kids to wear bright colours which is not what I was advised when booking with the company. He also said the dodgeball equipment wasn’t packed into the van by the company, and to my husband he said it was stolen.

Honestly, I am infuriated writing this.

There were no team games, and when I prompted him he did some pathetic penalty shoot out which was only fun as the boys made loads of noise and banter.

No proper end. Imagine charging 275 and turning up with two uv lights and rubber pads and two
nets. I’ve also incurred 100 cost for setting up and tidying away time which they told me they needed 45 mins to an hour either side.

Write to the company referencing the following sections of the Consumer Rights Act 2015:

s49 - Service to be performed with reasonable care and skill;
s50 - Information about the trader or service to be binding
s51 - Reasonable price to be paid for the service
s56 - Right to a price reduction

Tell them you want a refund of £nnn (whatever you consider appropriate in the circumstances) as the service/experience they delivered was not what they told you. If some of their equipment was stolen (or whatever) that was their problem, not yours

Depending on how cooperative they are I would consider leaving a factual and honest review of the experience on social media

I think most kids will have a good time anywhere when they’re with their friends. They had fun in-spite of the set up not because of it. You therefore didn’t get the service you paid for and I’d expect either a full or partial refund.

Do you need to? Sounds like you’ve shamed them online plenty already. Have they even replied to you yet?

I would hold off naming and shaming until you see how they deal with your complaints @Booyou123

I usually hold off on reviews until they either redeem themselves or show themselves to be even more useless, because if this is just one poor ‘operator’ and the rest are great, then it’s the one who should suffer - especially if the company has processes and policies he didn’t follow, for example, first aid provision. They might be horrified and want to resolve this properly. But if this is a regular thing with this company then they deserve all they get.

I’d also point out to the company that you had two different responses about the missed dodgeball ‘equipment forgotten’ vs ‘stolen’ as that means someone lied to you, which is really shoddy!

Hmm, sounds to me like they double booked, and didn't have enough equipment for your party, let alone a proper instructor. I'm not surprised you are livid. Your kid had a great time, but kids generally do when they are together doing something fun/active outside of regular school/club activities, and having cake. That's no excuse for the service you paid for not being delivered.

I dont think its right for you to invalidate OPs feelings