Reply from Party HeadphonesMar 23, 2023
To the customer:
We are incredibly sorry that you had a negative experience with our company! It's never our intention to disappoint our customers, and we apologize for any inconvenience caused.
We are disappointed to get our first one star review, but after tens of thousands of rental orders, we understand that our team is human and mistakes, even with abundant redundancies, are possible. We take responsibility for those missing items. As already discussed, the adapters and event light ($35 total) has already been refunded. We would happily love to re-engage and make this right should you change your mind offering you a full additional rental at no charge.
To those reading:
We are aware this rental order was missing the light and iPhone adapters, and we do take full responsibility for them not being included. These add-on items were selected by the customer through a new booking add-on system, and that system was not properly propagating to our fulfilment team. After figuring out that there was an issue with these selected items on this order ($35 of the order value) we addressed and corrected the add-on system and have refunded the customer.
This specific order was delivered 5 full business days prior to the event, and we would have absolutely had the time to correct the issue should we have been contacted prior. We did not receive any contact from this customer until the week following their event so we were not aware there was any issue present at all. We recommend all customers, as we did in this case in our emails and setup guide, to check orders right away upon their arrival so if there is a missing item from fulfilment or transit, we can address that.
In an extremely rare case like this where something goes missing in transit, or is missed by our fulfilment team, we are able to overnight additional equipment and work with the customer to resolve any issue present. We are always available by phone, email, text, and include multiple emergency contact numbers with every order to address any technical challenges or equipment issues.
The iPhone adapters and Disco Light mentioned were refunded to this customer ($35) -and- we attempted to offer a full follow-on rental free of charge but it was not of interest to them to discuss the challenges on this order further.
We are a service first company, and we care a lot. We are always available and always encourage customers to reach out with any problems at any point during their orders. We appreciate you reading our response!
- Team Party Headphones
