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?

You haven't 'named and shamed' them. You've left a factual review of your experience under the advertised company.

Rather than them ask you to modify your review, it would have been better for them to have replied publicly (as Tripadvisor lets the company do, for eg) to say they are so sorry, a refund has been given, this falls below their standards, won't happen again etc.

A good apology from a company gives a positive impression for everyone and looks better for them.
A 'well you did this and this (yes/but)' response to a complaint always makes the company look more difficult.

You haven't been fully refunded until the money hits your account - I wouldn't count my chickens with a company that's as poorly run as this one is.

I have been to many parties of boys aged 6-12 and there are usually moments of bedlam when they have had some sugar and the adrenaline of the activities is surging. I would be very surprised if any parents were judging you. This behaviour at parties is very, very normal.

Please try to be kind to yourself. Although it's reasonable to be annoyed at the company and want a refund I doubt other parents have given it a second thought and your son had a great time. Don't let it ruin your week. You might even laugh about it in the future.

I would ask for a refund. Do a quick check of the Consumer Act but I'm sure it applies to services as well as goods.

OP I get your frustration and totally get that you should ask for a refund, but your hyperbolic descriptions need to be deleted:

Parents had to prompt drink breaks and a few children later reported feeling sick or unwell. - They were playing 45 minutes at most. This isn't too long and unreasonable.

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. You know that a game of football is 22 people on a pitch chasing one ball right?

No if it was factual then it is fine. Others deserve to know too.

I suspect that full refund is partly because of the reviews, but in any event well done!

I’d expect 10 year olds to be able to be active for 90 minutes, to know when they need a break, or a drink. You didn’t get what you paid for but it doesn’t sound particularly dangerous unless there were additional needs for these kids.

Yes kids can be active for that long, but with the lack of structure for 15, 10 year olds is dangerous. I know I have my teacher hat on also, which also contributes t

Glad you got refund. I I would keep the review up but to add on that you got a full refund under it after complaining

Tell them you'll consider taking them down once all issues are resolved - and ask for £100+ compensation for the additional hall hire/dissatisfaction.

'consider' is a nice ambiguous word to keep them on their toes.

I wouldn't take the reviews down btw, I'd edit them to say you were refunded (and hopefully compensated) - AND that they asked you to remove the bad review.

You shouldn't feel obligated just because they gave the bare minimum of a refund. It's factual and people need to know that this may happen to them, too.

If you live near a YMCA, for future events have a look there, as they tend to be very safe and organised (no, I don't work for them, but have used them for parties and would recommend). Doesn't help you today, but maybe if you're doing it again in the future.
Sounds like you managed really well OP- a lot of the best parties are organised by parents, and it would have been much cheaper. As to being unhappy-if the stuff was nicked, then that's one of those things, but if he just forgot, that's not good and I would expect a partial refund.

I see you got a full refund, and edited your review, I probably wouldn't remove it either.

Just curious, are you saying that it's dangerous to play a sport indoors, away from the sun, for 90 minutes without stopping or drinking? I can see that it would risk a headache or perhaps feeling a bit rougher than necessary after, but it's difficult to imagine that healthy children would actually be in physical danger from this.

I don't think there's anything dangerous about playing for a couple hours either. Dangerous is a big word.

Whether the football coach should have brought a first aid kit is another matter, but the hall should have a kit available, especially if they are taking bookings for children's parties.

That’s outrageous and I’d be demanding at least a 50% refund.

I think editing your review is fine and which is why I wouldn't have posted until I had heard back anyway. I think it's fine to leave a review saying you were disappointed with the lack of equipment and anything that is objective, but I hope you haven't said anything specific about the person running it as that was your judgement.
In my review I would say I contacted the company and immediately received a refund (as you did contact them quickly and had a fast response). Leave emotions out of it.

They might do this now as the second best option but you can see why ideally they'd try their luck at getting it removed completely first!

I agree that a good response can often make a company look better, particularly if the majority of the reviews are still positive. If something is 5* with absolutely no negatives I'm suspicious it's too good to be true! In OP's case it sounds like maybe it's just an issue with that particular trainer being a bit shit - perhaps he was new or a last minute replacement or something.

You should feel very unhappy about the level of provision and quality or lack of from the company.
But happy your son and others had a great time.

Do not leave it or let it ride. You were taken for a one . They did not provide what they said they would, were unable to structure and organise. And clearly were a bunch of people over promising and under delivering. Not okay if they expect you to pay £275.

Get your money back. Or some of it. Glad you have told trading standards. People operating and selling themselves as some sort of old hands and professionals then not having a clue is not okay. Not where children are concerned.

Do people not read the thread? She had the full refund and apology. She’s posted multiple reviews and named and shamed the company, Things do go wrong you know and sometimes companies do cock up for whatever reason.

Perfect response on your part to edit the review to include that they refunded. Wish more people would do this so that others know what the business really offers.

I agree. You didn’t get the service or the activities you paid gkr. Ask for a refund, or part-refund.

Sorry, just saw update. Sounds promising.

You were absolutely right to complain and I'm glad you've got the refund. Unless the other parents are very odd, I can't imagine why they would be judging you.