Canton >Fruit & Vegetable Crops > Its2Cool
905 Turnpike St, Canton, MA | Directions 0202142.155083 -71.107118
9:00 AM - 7:30 PM Monday - Sunday
UNRELIABLE - PLAN ON A LAST MINUTE CANCELLATION!
I'll preface this by saying we had a good experience here about one year ago at a friend's party and chose Its2Cool to have a party for our 5 year old.
I booked the party 3 weeks before the day, confirmed and received a contract from them. The invitations were sent, rsvp's confirmed and 10 days before the party I received a phone call stating they double booked the time and needed to move me. The times they offered meant moving the party from an afternoon, 3pm party to a morning, 10am party. I reconfirmed/rebooked and gave out new invitations to inform everyone about the time change.
Two days after the change I received a call stating that my newly booked time was also double booked and I had to move again. At this point, it was 4pm on a Friday, 8 days before the actual party and hardly enough time to find a new venue. I attempted to contact management or ownership by phone and email but couldn't get a response or live voice. I physically went to the facility to speak with somebody.
At the building, I was able to speak with the owner Mike. His response was essentially that mistakes happen and he really didn't care to hear from me what happened. Apparently the first double booking was because an employee booked a party long before I did but they wrote it on the "physical calendar" and never entered it into the computer. The second double booking was because the owner promised the facility to his extended family and failed to inform his employees, enter it into the computer or write it on the "physical calendar".
He offered to move the party to a THIRD time, noon (when my 2 children and their classmates nap). I told him I'd be willing to move the party for the third time (due to lack of any other options with only 7 days until the party). Given the aggravation, mistakes made and time wasted (2 invitations, phone calls, emails and an in-person trip to the facility), I asked for a discounted price. At this point, I was told - BY THE OWNER - that I was being stubborn, unreasonable and he doesn't "play hardball" and he wouldn't consider any type of discount because of a "minor mistake due to human error."
His offer was to refund their non-refundable, 50% deposit. While refunding my credit card, he stated he would have done something "extremely special for the kids to make up for the minor inconvenience" - a free Slush Puppie drink for the kids!
Unfortunately this is a nice facility that I (and many local friends w/kids) would have used many times for parties. It's a shame the owner showed no remorse or consideration for the mistakes he and his employees made, but rather was defensive that "mistakes happen" and stated multiple times this usually "only happens 4-5 times/year" and "that's not bad."
This is an owner who clearly valued getting the full rental cost from me more than he cared about customer service, rectifying the mistakes his company made or creating a positive relationship/experience with a customer who was very willing to negotiate a reasonable resolution.
If you're looking to have your party here, book with care and have a back-up plan You too might get bumped with 7 days notice because the owner wants to use the facility for personal reasons but fails to tell anybody about it. Good Luck!
If your looking for a cool party? Either it be a function or a birthday party you should check out Its2cool.
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