TERRIBLE AFTER SALES SERVICE WITH DEFECTIVE PRODUCTS

I am writing to express my profound dissatisfaction with the customer service I received during my recent visit to Fabulous Party Shop (very inappropriate name). Upon arrival, after locating your establishment via a Google search, I found the staff preoccupied with unpacking, necessitating my direct request for assistance. I was eventually directed to Samantha who was far too busy to help in her opinion, who pointed me to Refilwe.

My inquiry concerned gender reveal options, and Refilwe presented confetti poppers, miniature ball poppers, and smoke poppers. She specifically recommended the smoke popper, citing its superior visual effect and demonstrating its intended outcome via a YouTube video. As this was for my son and daughter-in-law's gender reveal, I purchased one pink and one blue popper, as they were en route to discover the gender.

The gender reveal was conducted via a live feed for our geographically dispersed family. To our considerable embarrassment, when my husband and I activated the smoke gender reveal popper as instructed, it failed to deploy. Despite repeated attempts, the device remained inoperable. This unfortunate incident, captured on video, caused significant embarrassment, which my husband and I attempted to mitigate. I returned the gender reveal poppers to the store today and encountered the same extremely confrontational, rude and unhelpful employee, Samantha, who accused me of damaging both items. I clarified that we only attempted to activate the pink popper, as we were expecting a girl, and had no reason to open the blue one. As a business owner, I understand the importance of effective conflict resolution, especially for customer-facing staff. Employees who are unable or unwilling to genuinely assist customers in legitimate situations may be better suited for roles that do not involve direct client interaction, such as packing stock.

I requested the owner's contact information, but Samantha refused to provide it, only stating his name is Joe. She then informed me, in a very direct manner, to provide my banking details, but that no refund would be issued. When I asked for her name, she explicitly refused to provide it. I eventually obtained her name from another employee, Refilwe. I find it unacceptable that a company would create such a significant issue over a defective product. The staff could have simply returned the two faulty items to their supplier for testing. Customer service is paramount, and due to the dreadful experience and poor service I have received, I will not be recommending this company. I intend to escalate this matter, as I possess comprehensive camera evidence.

Based on the aforementioned negative feedback, this appears to be a recurring issue with this company.

Let's make them famous on social media.