Kendra Lucius
I booked a birthday party package for my son’s 2nd birthday at the North Richland Hills location two weeks in advance for March 28th at 4 PM for 21 kids. I was told the package included pizza, drinks, jump time, and a reserved party table. I also confirmed I could bring my own cake, decorations, and party supplies. When my family arrived to set up, staff told them there was no party reservation under my name. I had to wait over 30–45 minutes just to speak with a manager, and after even more waiting they said the only thing in the system was 21 jump passes. By that point guests had already arrived and I had spent over $500, yet there was no reserved table, no party setup, and no food prepared like I was told when booking. We were told we could “set up somewhere if we could find space,” so my family had to move tables ourselves while trying not to disturb other guests. Decorations, gifts, and party supplies were everywhere with no designated area. It was chaotic, embarrassing, and extremely stressful—especially while I am 8 months pregnant trying to host my toddler’s birthday. What made this situation even worse was the complete lack of accountability from management. The only person who apologized was a younger employee who was not even a manager. In the end we were offered no compensation, and the conversation turned into them implying I was lying about making the reservation. This was supposed to be a special day for my son, but it turned into a stressful and embarrassing experience. A mistake like this is unacceptable, but the way management handled it was even worse. I would not recommend booking a birthday party here. If you do, make sure you confirm your reservation multiple times.
