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My timezone card expired as apparently I did not use it for 12 months (wasn't keeping track and didn't know there was an expiry). My balance was non-refundable or transferable to a new card given to me. Timezone head office was not willing to accommodate transferring funds to new blue card (was on a gold card). I will not be spending money at timezone anymore.
Horrible experience at Timezone Orchard. We booked a party for 20 kids for my child’s 8 birthday. It was an awful customer experience for what we paid for. Thankfully the kids had a great time regardless, but I have to warn parents to not waste their money on the party package. It was not hassle-free especially after paying over 4 figures for this party. I don’t recognize the glowing reviews from 3 months ago.
I do not blame staff, these are young adults doing their best. I would blame lack of training and management here, and whomever decided to cram in as many parties as possible on a weekend. Clearly there’s been a change in offer and policy - so do not use reviews from 3 months ago as your guide.
- I should’ve gotten a discount for the elite membership as promised on the site. It was registered via the web portal but they said “according to T&Cs it’s only the app that is valid.” I sent a screenshot of the actual T&C’s and the registration and awaiting a response.
- I paid for an extra party host, so we would have 2 for 20 kids plus my husband and me. And the hosts spent more time cleaning and preparing the party room, looking at their phones, then spending time with the kids.
- You only get the party room for 40 minutes despite the booking being 2 hours. So they take all the presents and gifts and put it in a storage room until the last 40 minutes. So if the kids are tired or want to access their bags or water, they have to carry it around with them. Not having a party room for 20 kids for the full 2 hours is such a terrible system (unlike Bounce, Amazonia, Wildlings and every other party I’ve seen booked at other places).
- Because they book the rooms back-to-back for 40 minutes - the kids’ unlimited cards ran out before the party room was ready, we only got the room 5-10 minutes after the agreed time. A mess of kids and parents standing around from different parties who have no where to put things or waiting for the clean up.
- No label or name for the birthday kid like I saw in previous pictures from 3 months ago
- The party hosts were nowhere to be found during unlimited playtime. They didn’t engage with the children or even try to organize/discuss add ons like bowling or bumper cars we just did it ourselves.
- During party room setup the party hosts just piled the snack platter in a mountain in the center of the table. The snack platter was a small bottle of water, small bag of chips and two candies.
- The goodie bags were a few toys that were mass ordered from an inexpensive Lazada shop. So if you have to book a party do your own bags.
Book at your own risk!
DO NOT BUY TIMEZONE GIFT CARDS ONLINE. I don't have my three gift cards or my money. I have never experienced such incompetence or lack of respect, especially from a large company. Communication regarding this error has been very slow and infrequent and staff are downright rude, repeatedly ignoring my requests for information to which I think I am entitled.
When the cards didn't come through to my email I was asked to provide significant information so as to be issued a refund. I asked for the gift cards to be reissued but was told that this was not possible. I was then told to go back online and purchase the cards again, seeing that it would be unlikely for this error to happen again - it was apparently some type of one off glitch. I now have another staff member saying that this is a huge issue at the moment and many people are in the same boat; what's the real story?
I have asked three times how I can make a formal complaint but have been fobbed off each and every time.
This is simply not good enough.
Both my son and daughter love Timezone, visiting it always means a good time for us.
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