Artjamming _ Creativity with no passion or interest in customer service.

My experience of the atmosphere and interaction with the staff at Artjamming started a few months back, I frequent there quite often with my kids. Over the past few visits I have observed the level of disrespect and total disregard that the Manager Faizel treats his staff with, calling them "stupid" and doing so Infront of a room full of customers. I witnessed a birthday party that he hosted and the way he spoke to the kids about what will not be tolerated...certainly not an environment I would like to expose my kids to for a while, I thought. A month later, my daughter begged for her birthday party to be hosted at Artjamming. I immediately went back to our past experienced and after reading the unwelcoming website I tried to convince her otherwise, she was not budging...so I agreed to having her 6th birthday party at Artjamming. I called and was assisted by Faizel, who told me that my requested dates where fully booked, so we chose to have her bday celebration 2 days after her birthday, Faizel made the provisional booking and referred me to the website. I completed the necessary online form and paid (in-full) for my daughters birthday on the 27th of July. On the 14th of August, I received a phone call from Faizel, telling me that I could no longer have my daughters birthday party on the selected date (this was 5 days before her party) because the studio has been booked for the day, he sees that my booking is provisional and a new booking had been made. I continued to tell him that I had paid in full on the website, to which he responded, no WORD DOCUMENT WAS FILLED OUT and emailed! IN 2023 an online form is not acceptable, but a PHYSICALLY SIGNED WORD DOCUMENT and my payment was not reflecting anywhere. He does not receive confirmation of website bookings or payments and ONLY responds to EMAIL! I continued to share my disappointment in their lack of process and posed some difficult questions that Faizel was not able to respond to and naturally, he became defensive, threating to put the phone down in my face if I did not let him speak, he then proceeded to "place us on hold" where he shared his thoughts with either the Owner or a Colleague, repeating what we had said to him and ensuring that he exaggerated this, Faizel did not know that we could hear him on the other side of the phone. He has absolutely no business in customer service, especially not one where there are kids involved, or perhaps Faizels behaviour is a reflection of the Owner. This is my summary. In the end, after Faizel needed to speak to the Owner to get their permission to host my daughters party (which was fully paid for) I chose not to celebrate such a very special occasion at a place that did not deserve credit for any happiness or joy my daughter felt on the day. I still have not received my refund, after multiple follow-ups, I continue to follow-up 2/3 times a week and get the same response from Faizel, he can't give me any ones number, he will follow up with Finance.....or the Owner....who might be travelling, so there is no priority from their end.......BUT he promises to keep me updated…and so it has gone for almost 3 weeks. I have continued to share my experience with my circle of Moms, and they will continue to share it with their circles and so the message and experience will grow. When there is passion in what we do we can create special things...there is no interest in creating a "special" experience because there is no passion in what they're doing over there. Just a store, making money, until someone else comes up with something special. I hope your experience is better than mine.