7th Heaven Soft Play

I truly hate leaving negative reviews but when a business leaves me in the dust, I feel left with no other option and I hope no other customer experiences something like this. I love supporting small businesses and now that I'm a mom, I love supporting moms who own small businesses. So I booked 7th Heaven's soft play for our son's birthday party. From the beginning of the day, so many things felt uneasy. 1. I was told their arrival time would be 10:17am and don't get a message regarding their arrival until 10:40am. 2. The owner did not get my number prior to the day of so she attempts to contact me via instagram message. I do not have my notifications on and I am busy setting up! Around 10:55, a gentleman arrives at our room and confirms the location and notes that the owner has been trying to get a hold of me, to which I reply, "I just saw it now because it was on instagram." I call her back at 10:58 once I see the messages on Instagram, I'm greeted with an attitude and the owner is placing blame on me for 'giving her the wrong address' and that they unloaded the car at the wrong place. I'm in a panic because I'm trying to get set up so I apologize and move on. 3. They arrive and start setting up. I understand you have other set ups to get to but at the end of the day, you are a business. The owner rarely acknowledges us, sets up and tries to leave until the male asks, "what's the balance?" To which the owner replies, "I already sent it to her" from outside of the room. Despite the negativity, I still truly felt bad about the mix up so I Zelle her the remaining balance with a small tip for the trouble. 4. I message her to confirm she received my Zelle and she ignored my message. 5. A friend of mine mentions to me the the soft play set is filthy. I walk over and it's clear everything is dirty. I give them the benefit of the doubt thinking maybe they're just stained but no, my friend and I scrub the mats down with baby wipes and they are dirty. Along with that, the gates are dusty and unclean as well. We do the best we can but at that point, guests are beginning to arrive so we wipe down everything we can and there's nothing I can do as we were expecting a handful of babies at the event. 6. Our event ended at 3 and we needed to be out of the rooms by 4, all of which was communicated to the owner PRIOR to booking. She confirmed she could make the timeframes work. I try to contact her at 2:55, letting her know we are wrapping up and at that point I sent her my number given our mix up in the morning and still, she messages me back on Instagram. At 3:17, she said they're 20mins away. At 3:43, 3 minutes away. They arrive at the room a minute or two before 4. 7. I message her after everything and bring up the condition of the set. Again, I'm met with shifting blame instead of taking accountability. I'm told, again, that I gave the wrong address and how they were waiting for over half an hour to get a hold of me. I look through all of our messages only to find that she never confirmed an address with me nor did she ask for my number to contact me on the day of and as a business, that is on you, not the patron. On top of that, to say that the set was dirty because it was 'unloaded and loaded at the wrong location' and how 'I took over half an hour to respond' to put the blame on me. She mentions how I should've notified her right away and she would've come pick up the equipment but our party was starting and guests are arriving - are we expected to have them come clear everything out in the middle of our son's party? Where we had a handful of babies who we booked the soft play for? I hope this review can save someone else the trouble of going through such a poor experience.

I booked this company for my son's first birthday party this past weekend and I just want to say 1.. how disappointed I am with the cleanliness of their softplay, 2 the communication was poor since the beginning should have taken that as a red flag.I booked them 2 months prior to my party never did the company reach out to me as the event got closer I reached out to them 5 days before to the party to inquire about a vinyl banner that they had offered to add with the package, after that I reached out to them just a day before the party to ask what time they would be coming the next day to set up. Message on Instagram was opened and I was left on read with no answer. The next day I finally get a reply with delivery will be between 9-11am . Meanwhile I was worried about them not showing up. Was it so hard to send a quick reply to that message!!If you had time to open and read it you had time to send a quick reply so that the customer could be aware. You need better communication with your customers. After they set up I went to look at their equipment. I felt so ashamed of it with my guest. It was very dirty . I had to go in there and clean it, aside from all the other things I had to do. The vinyl banner was falling off , it wasn't even put on right. The pony car they have for their roller coaster super dirty missing a piece. Everything about the set up looked in poor conditions, makes me wonder if they even clean their equipment after each event.. After set up was done I was told they will pick up the next day around 7 and they didn't come until next day between 11-12 pm with no announcement. Their stuff looks much better in pics on Instagram it is why I reached out to this company but in person it's whole different story. I will definitely not bother hiring this company again nor recommend anyone. A few people on my IG page asked for their business information but I had to be honest with them. I am sorry I am not one to leave bad reviews but thats how disappointed I was with the set up especially since it was for the little ones. I expected a way better playzone for them.