ComplaintsforParty City Corporation

• Initial Complaint

  10/30/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unresolved

  More info

  I went online placed an order for a Halloween costume that was available online I received a text saying they received my order and then received another text saying my order was ready for pickup I then received another email saying the order was canceled. I then received a call from the store telling me my order is canceled, I wasnt given any other options was told I would receive a refund in 3-5 business days and now Im without a costume due to poor customer service. They took my money and said its nothing they can do about it online isnt accurate I would have to order another costume and Halloween is tomorrow. I cant afford to buy another costume due to their carelessness.

  Business response

  10/31/2024

  After investigating this issue, we found the following: Customer placed a store p/u order on 10/30. Although showing as in stock when the order was placed, when the fulfillment process was started, the item was found to be out of stock. Unfortunately, our systems do not update in real time.  Because of this, the customers order was cancelled and she was refunded immediately. While we refunded her quickly, it may take her bank a few days to post the refund back to her account. Thank you
  

  Customer response

  10/31/2024

  
  Complaint: 22492030
  
  I am rejecting this response because: It was about principle I shouldnt have to call my bank.  The company took my money right away and the manager had the audacity to be rude.  I was not offered another option just wait 3-5 business days.  It was the worst customer service from the store and corporate office.  I work customer service and I know its a fee when refunding a person their money and the company doesnt want to pay it and if thats the case they shouldnt be accepting credit cards.  I am strongly considering calling **** to have their credit card access suspended because I have a little boy that doesnt have a costume because of the inconvenience.  Again I wasnt provided any good customer service whatsoever.
  
  
  
  Regards,
  
  ********* *******

• Initial Complaint

  10/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I placed an order on October 10 2024 in the amount of 195.70. Order number ********* . I received my order on October 15, When I received my order, when I open my order, the order was incomplete. I ordered 2 adult fireman costumes in a size extra large and 2 in a size small however, when I open the package, I only had one extra large and one small. I called party city immediately to let them to let them know that The order was incomplete. Their customer service office was already closed so I called back the next day. The representative I spoke with told me that I would receive an email with a resolution within 24 hours. I told the representative that I was just like a refund because I needed these costumes for Friday, October 18 and they would not be here in time. The next day I did not have an email so I called back. Now I’m being told that I have to wait 4 to 5 business days for them to look into the issue. I already returned the 2 costumes I had because we are a party of 4 and we all wanted to dress the same. I received a refund of 97.86 when I returned the two costumes to the store so I am still due a refund of $97.86. When I spoke with customer service today I told him that is not fair that it should not take so long to look into this and I want my refund. I told the representative that I spoke with the first time that I did not want the items re-shipped because I needed these items for Friday October blank . I called back today October 19 and the representative was extremely rude and told me if I don’t want to wait for a refund that I can call the bank and dispute the charge. I want my refund of process back to my credit card immediately.

  Business response

  10/22/2024

  Apologies to the customer as the refund should have been processed immediately. On Monday Oct 21, 2024, an internal lead noted the issue (through another portal) and has refunded the customer for the two missing costumes in the amount of $97.84. Thank you.

  Customer response

  10/22/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Customer service did contact me and told me that they were issuing the refund and apologize for the inconvenience
  
  Regards,
  ****** ***********

• Initial Complaint

  10/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I ordered a product through this website, and when I needed to change the size of an item I ordered, there was no way to do so without incurring additional undisclosed expense. I realized immediately after placing the order that the size would be wrong, but there was no way to modify the order through my account. I tried the text, chat, and call options to customer service and could not get in contact with anyone. Overnight my order shipped. I finally got through to someone via phone the next morning while the chat and text were still not working. They said my only option was to return the package at my own expense. The website does not disclose up front that you would have to pay to return an item. I said that I purposely ordered additional products to be over a $59 purchase price and receive free shipping, so I would expect the company to also cover the cost of return. They said they have no way to do that. I dont think its ethical for a company to operate online if they dont have any way to help online customers when there is a problem with their order.

  Business response

  10/14/2024

  After investigating the issue, the customer has the option to return the item to a store or by mail.  While our website is not specific in detailing (upfront) there is a charge for returns, neither do we advertise free returns. If the customer starts the online return process, the options presented are: a) Bring to a store, b) Use the carrier of your choice, c) Use a prepaid shipping label $7.00. We understand there is no store near/where the customer resides, therefore, we are willing to process a refund of $7.99 to the already paid order, which would cover the cost of the return. Please inform the customer and let us know if we should go ahead and process that refund. Thank you.

  Customer response

  10/23/2024

  
  Complaint: 22405821
  
  I am rejecting this response because:
  
  I accept the offer for a $7.99 refund, but I don't want to close my case until I receive the refund. Please process it ASAP, and I will close the case once it is received. I also want to say that your customer service department should be providing costumers with this option without making them enlist help from the Better Business Bureau to receive a basic service like a shipping credit.

  I also want to encourage you to review the ratings for your business on sites like Trustpilot and Sitejabber and try to make things right with people there because your company is developing a reputation for horrible customer service. It's a shame because you offer some unique products, and, as a big Halloween fan, I would have been a repeat customer if I had not been treated so poorly by your customer service department. Customer relations matter. Please pass my comments on to the appropriate individuals who care about the company reputation and can take action to start fixing it.

  Regards,
  
  ****** *****

  Business response

  10/24/2024

  Kindly inform the customer that the $7.99 refund has been applied to the order on 10/24/24. As previously stated, this should cover the cost to return the unwanted item. Thank you. 

• Initial Complaint

  10/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  hello!, i bought a pink hair spray from party city wich was a non permanent one and is supposed to wash out after one wash. i bought this friday october 4th and now it is wednesday october 11. I have tried EVERYTHING to get this out nothing is working even went as fair to making my hair fall out and my hair dresser cant fix it because my hair is so thin and brittle. i am not happy one bit. hoping you guys can help me figure something out before i sue.

  Business response

  10/10/2024

  Please ask the customer which store the product was purchased and we will investigate the issue. Thank you.

• Initial Complaint

  10/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We ordered my son a costume last night but quickly wanted to cancel it. There's no way to cancel the order online, so I contacted customer service through their chat immediately. The chat said their hours were open, but the digital "Joy" kept saying they were closed. I emailed Party City, contacted their page on Facebook and continued to keep contacting the chat. Finally, this morning, 4 hours after the chat said they were open, I got a live person. They said they cannot cancel the order (which hasn't shipped!!) because "more than 30 minutes have passed since the order was placed". This is INSANITY. I require my full money back immediately.

  Business response

  10/07/2024

  Upon checking, the customer placed the order at 4:43 PM yesterday, Sunday, which is after Customer Service hours, which are 9A-3P EST on weekends.  When she called, she would have been assisted by the automated Joy Bot, who cannot cancel orders. She spoke with a CS agent right when we opened this morning, Monday at 8A EST, but this was many hours since the order was placed, so it was too late to be able to cancel. Orders only stay in a status that can be cancelled for about 30 mins after they are placed. The order has actually already shipped and Customer Service no longer has access to our UPS account to recall packages, so she will still receive the costume. However, we have refunded the customer in full. It will be noted on her order as a one time courtesy. Thank you.

  Customer response

  10/07/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Their customer service is horrid and they closed my chat mid-conversation so there's zero chance we'll ever shop with them again. 
  
  Regards,
  ******** *********

• Initial Complaint

  09/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I ordered Big head Cutouts that state they are professionally cropped images, and 36inches. I received products that are NOT even cropped let alone professionally. These are barely 25 inches in some cases and completely messed up. Company refuses to help.

  Business response

  09/23/2024

  Please ask Customer if the item was ordered on-line or in a store. If in a store, kindly have them include the address of specific store. Once we know which direction to go, we will investigate. Thank you.

  Customer response

  09/23/2024

  
  Complaint: 22323112
  
  I made this purchase online. 
  order numbers- 

  907666435
  907425922

  907315531

  
  Regards,
  
  ****** ******

  Business response

  09/24/2024

  After investigating the issue and taking into consideration these were custom orders, printed as submitted, and there was a reprint, we will be refunding the customer 25% on each of the orders. Kindly inform the customer of this. Thank you.

  Customer response

  09/26/2024

  
  Complaint: 22323112
  
  I am rejecting this response because:

  It says on the website- "PROFESSIONAL CROPPING" It is supposed to be a HEAD- not a body!!
  
  
  
  Regards,
  
  ****** ******

• Initial Complaint

  09/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I ordered Embers Pumpkin and was called by the store and told they had not received their shipment but it would arrive in about a week. I spoke to the guy and was told he would apply the OrangeTuesday code for 20 percent for the inconvenience, but I have still not received the refunded discount amount.

  Business response

  09/20/2024

  Please ask customer what store they were dealing with. We will then investigate the issue. Thank you.

  Customer response

  10/18/2024

  
  Complaint: 22312582
  
  I am rejecting this response because:
  
  The store in question for Party City was in ****** TX. ***** US-59, Humble TX 77338.

  
  

  
  
  Regards,
  
  ****** *******

  Business response

  10/18/2024

  Unfortunately, the Humble, ** store is a franchise store. We do not handle the day-to-day business for franchise stores. The customer will have to reach out to the owner of that store for their refund. Thank you.

• Initial Complaint

  08/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  A customer should not be REQUIRED to provide an email address to make a purchase. This is discriminatory towards lower income customers who may not have regular access to email. As well, this practice is extremely invasive to customers personal privacy. No answer could be given as to how the email would be used, shared, or protected while on file. This is a violation of privacy. No signage is posted beforehand telling customers this is a condition for shopping at their establishments.

  Business response

  08/19/2024

  Kindly ask the customer in what store they were making a purchase (address or store number). Where it is not our practice to require an email for purchase, we'd like to investigate this further. An email is, however, required when ordering online in order to send the receipt as well as communicate any updates with the order. Thank you.

  Customer response

  08/19/2024

  
  Complaint: 22152669
  
  I am rejecting this response because:
  This was your Longmont, CO store. Employees are as disgruntled about this policy as I am as it seems they are severly reprimanded if they don't force an email from cutomers. Your ************ won't complete a purchase without an email. They claim it is a corporate policy and they have no control. An employee even said it was a BS policy that encourages fake emails as she referenced "the other store claims to get a 90% email response rate and there's no way because we're busier than them." I've been to your ******** and Westminster stores and haven't had to submit an email, but this was about a year ago.
  
  
  Regards,
  
  *******************

  Business response

  08/29/2024

  After investigating the issue, the Store Manager reached out by calling the customer. There was no answer, so a message was left. Store Manager is waiting to hear back. Thank you.

• Initial Complaint

  05/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I knew I shouldn't have fallen for this and I usually don't but I really wanted my mom to have her mother's day balloons On May 8 2024 I attempted to make a balloon order with party for mother's day I wasn't going to order as much as I did but they had a promo using the code bash20 where you received 20% off your entire order plus free shipping over 59 dollars I spent nearly 70 dollars and while it took the 20%off I still paid for the shipping before completing the order I spoke to an associate who told me I was correct it should've came off but since it didn't I could still place the order but I would be refunded the shipping fee. I was hesitant but I agreed. After I made the order I went back online to the associate and she told me she successfully refunded the shipping fee back to me it would take 5-7 business days. 5-7 business days came and went no refund I called them to ask where's my refund they said it was processed on May 11th so 5-7 business days after that I counted yesterday was the eighth business day and I still don't have my you all tricked me and lied to me I want my money back!

  Business response

  05/22/2024

  Our investigation of this issue shows that the refund was processed today - 5/22/24. An agent emailed a confirmation to the customer this morning as well. This should post to customer's account within 3-5 business days (from today). It seems the original agent may have stated the refund went through on 5/11/24, but that was simply the notes of promising the refund, not that it was actually processed. Again, the customer's account should reflect the refund in 3-5 business days from today - 5/22/24. Thank you.

  Customer response

  05/22/2024

  
  Complaint: 21746209
  
  I am rejecting this response because:
  2 weeks and this complaint it took to get my refund that was OWED because of your lying fake promo code even AFTER I made this complaint I had to get on party City text explain myself for the FOURTH TIME before a competent person actually did their job. I DID IT NO ONE ELSE. PARTY CITY IS A BUNCH OF LYING SCAM ARTISTS AND DON'T SHOP HERE!
  
  
  Regards,
  
  ***********************

• Initial Complaint

  05/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Bedford Park, IL store failed to fulfill order and deliver it. Please see attached detail.

  Business response

  05/14/2024

  On 5/11/24, customer was refunded $19.41 and $11.04 for the items purchased. On 5/14/24, customer was refunded $5.50 for driver tip. Thank you.

  Customer response

  05/20/2024

  
  Complaint: ********
  
  I am rejecting this response because: My initial complaint started with I do not believe Party City would want customers treated this way, but this response seems to prove otherwise.  The response provided the deserved $5.50 refund, thank you for that.  However, it neglected to address the terrible and unprofessional treatment provided by the employee at the Bedford Park store.  The response seems to support the attitude of the employee, and perhaps why he felt supported in calling me and behaving that way!  There was no remedy offered not even an apology for the mistreatment of the Mother's Day order error that they caused.  If this is the kind of service that the company stands by, I am very regretful of the financial support I have given the company over the years and the referrals I previously gave so freely to friends and family.    Ask yourself, as a consumer, would you be agreeable to such treatment?
  
  Regards,
  ******* *****

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩