Pump It Up Party Zone

I would like to preface this review with the fact that I have never written a poor review on a business ever, however the customer service I received at this establishment was so awful I feel the need to write a review.
I bought a Groupon for a Bounce Birthday party after calling the facility over a month in advance, making sure the date/​time for the party that I wanted was available and asked if there would be an extra fee for more people than were included on the Groupon. I was told that anyone between the ages of 2 – 18 would cost extra. When I specifically stated that the party was for 26 year olds, I was assured that there would be no extra charge for anyone over the number of people allowed on the Groupon since they were adults. After that I purchased the Groupon and got my party scheduled and, once again, confirmed that there would be no extra charge per person, I was told to invite as many people as I wanted up to approx 40 people since that’s when it would become crowded.
About 1 month later, the Thursday before my Saturday party, I called the facility (I had not been contacted at all at this point) to order pizza/​soda for the party. I then confirmed all other pertinent information and was told that, in fact, it would be an extra $ 11 per person. When I tried to explain that I had not been told that when I bought the party I was put on the phone with the manager.
I have never had such terrible customer service. The manager accused me of lying and told me I was trying to get a free party (I had already spent $ 140 on Groupon for the party and was trying to order pizza/​soda through Pump it Up). She told me that she «had trained the employee who I had initially spoken with and she would not have told me that additional people for my party were free».
After being completely insulted by the manager and getting off the phone, I found that she had immediately redeemed my Groupon, despite the fact that I had never used it. Luckily Groupon refunded my money that I spent on a party that I never had.
I honestly have no idea how this place is still in business. Between the staff not knowing their policies and the manager insulting a customer I hope that anyone reading this review takes their business elsewhere, it’s not worth the pain.

For a business to be successful their customer service has to be just one level above crap.
Unfortunately, the kids hired to run Pump It Up St. charles must have been told to run it into the ground.
On 6÷4÷15 my wife called in the morning asking if they needed a reservation for open play. The girl on the phone said no and that open play is not crowded.
Fast-​forward to the afternoon.
My wife and her friend drove 45 minutes with 4 kids along with 2 Groupons to the establishment only to be greeted by a sign on the door that said open play is full.
My wife explained the situation to the desk attendant that they were going to make a reservation this morning but the girl on the phone said they didn’t need one.
The response was riddled with excuses about how a field trip came and how they really should have made an appointment online and 10 other reasons the employee is always right.
Also while this was happening, 6 employees huddled together in a bullying tactic and all stood silent and starred at my wife and her friend in an intimidating fashion.
All they had to say was I’m sorry this happened and let them in.
We are now stuck with a Groupon we don’t want to use due to horrendous customer service.
If they are this bad at customer service I question the safety and cleanliness of their equipment.

We loved it. I was very impressed. We had our daughter’s 7^th birthday party here. They were super happy and friendly. Very organized. Welcomed our party guests. Took care of everything. Ran the whole party and made it so easy. All we had to do was enjoy and relax and have fun at our party. We also added the glow package, and that was really fun. The kids loved it. We will definitely recommend and wouldn’t hesitate to plan another party here.