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Lack of communication
Uproar! Play Barn的点评
点评：Disappointed by the lack of communication from Uproar.
This started when I went to pay the remaining balance for my child’s party. The system was showing that I’d paid a smaller deposit than I actually had, which shouldn’t have been possible as the booking system only allows you to pay a set deposit amount. I completely understand that IT issues happen, so I contacted the soft play centre and was told a manager would call me back the following day.
While I was on the phone, I also asked whether my party balance would be reduced in line with the government’s vat reduction, as other parties during the same period had been. I was told no because I’d booked the party before the announcement. I didn’t think that explanation made sense as vat is paid when payment is received, not when the booking is made, but I decided to wait and discuss it with the manager.
The promised call never came, so I rang again the following day as my child’s party was less than a week away and I didn’t want to risk it being cancelled. The manager explained that the deposit issue wasn’t just affecting my booking but several others too, and that I’d receive a call as soon as it had been resolved.
By the Wednesday before our Sunday party, I received an email saying everything had been fixed and asking me to pay the balance as soon as possible. When I logged into my account, I noticed there was still no reduction to reflect the VAT change, despite other parties during the same period receiving one.
I replied to the email, asking why our booking wasn’t eligible when the VAT on the outstanding balance would be paid in July rather than April. To date, I’ve never received a response, which I find really disappointing.
I know £20–£25 might not seem like a huge amount, but at the start of the six-week holidays it makes a real difference to many families. More than the money itself, it’s the lack of communication that has disappointed me. Had someone simply explained the reasoning, I would have appreciated the response. Instead, my email has gone unanswered, and because of that experience, I don’t think we’ll be rushing back.
This started when I went to pay the remaining balance for my child’s party. The system was showing that I’d paid a smaller deposit than I actually had, which shouldn’t have been possible as the booking system only allows you to pay a set deposit amount. I completely understand that IT issues happen, so I contacted the soft play centre and was told a manager would call me back the following day.
While I was on the phone, I also asked whether my party balance would be reduced in line with the government’s vat reduction, as other parties during the same period had been. I was told no because I’d booked the party before the announcement. I didn’t think that explanation made sense as vat is paid when payment is received, not when the booking is made, but I decided to wait and discuss it with the manager.
The promised call never came, so I rang again the following day as my child’s party was less than a week away and I didn’t want to risk it being cancelled. The manager explained that the deposit issue wasn’t just affecting my booking but several others too, and that I’d receive a call as soon as it had been resolved.
By the Wednesday before our Sunday party, I received an email saying everything had been fixed and asking me to pay the balance as soon as possible. When I logged into my account, I noticed there was still no reduction to reflect the VAT change, despite other parties during the same period receiving one.
I replied to the email, asking why our booking wasn’t eligible when the VAT on the outstanding balance would be paid in July rather than April. To date, I’ve never received a response, which I find really disappointing.
I know £20–£25 might not seem like a huge amount, but at the start of the six-week holidays it makes a real difference to many families. More than the money itself, it’s the lack of communication that has disappointed me. Had someone simply explained the reasoning, I would have appreciated the response. Instead, my email has gone unanswered, and because of that experience, I don’t think we’ll be rushing back.
翻译：对Uproar缺乏沟通感到失望。
事情的起因是我去支付孩子派对的剩余费用。系统显示我支付的定金金额比实际支付的要少，但这本不该发生，因为预订系统只允许支付固定的定金数额。我完全理解出现技术问题是在所难免的，于是我联系了这家游乐中心，对方称次日会有经理给我回电。
就在我打电话时，我还询问过，是否会像同期其他聚会一样，因政府减免增值税而导致我的聚会费用减少。得到的答复是否定的，因为我是在政策公告发布之前就预订了聚会。我觉得这个解释不合逻辑——毕竟增值税是在收到款项时才缴纳，而非预订之时。不过我还是决定先等等，再与经理就此事进行商议。
但承诺中的电话始终没有打来。于是第二天我又打电话过去，因为孩子的生日派对就在不到一周后，我不想冒险导致派对被取消。经理解释说，押金问题不仅影响我的预订，还影响了其他好几单预订，并承诺问题解决后会立刻给我打电话。
到了派对前一周的周三，我收到一封邮件，称所有问题都已解决，并要求我尽快支付余款。当我登录账户后，我注意到，尽管同期其他客户都享受到了价格减免，但我们的订单却仍没有任何折扣来体现增值税变动的影响。
我回复了邮件，询问为何我们的预订不符合优惠条件，毕竟这笔订单的增值税是在7月而非4月支付。但直到现在我都没有收到任何回复，这让我感到非常失望。
我知道20到25英镑看起来不算一笔大钱，但在长达六周的假期伊始，这笔钱对许多家庭来说确实能起到很大作用。与其说是钱的问题，不如说是缺乏沟通让我感到失望。如果有人能简单解释一下背后的原因，我也会表示理解。然而，我的邮件始终没有得到回复。正因如此，我觉得我们不会再急于回来了。
事情的起因是我去支付孩子派对的剩余费用。系统显示我支付的定金金额比实际支付的要少，但这本不该发生，因为预订系统只允许支付固定的定金数额。我完全理解出现技术问题是在所难免的，于是我联系了这家游乐中心，对方称次日会有经理给我回电。
就在我打电话时，我还询问过，是否会像同期其他聚会一样，因政府减免增值税而导致我的聚会费用减少。得到的答复是否定的，因为我是在政策公告发布之前就预订了聚会。我觉得这个解释不合逻辑——毕竟增值税是在收到款项时才缴纳，而非预订之时。不过我还是决定先等等，再与经理就此事进行商议。
但承诺中的电话始终没有打来。于是第二天我又打电话过去，因为孩子的生日派对就在不到一周后，我不想冒险导致派对被取消。经理解释说，押金问题不仅影响我的预订，还影响了其他好几单预订，并承诺问题解决后会立刻给我打电话。
到了派对前一周的周三，我收到一封邮件，称所有问题都已解决，并要求我尽快支付余款。当我登录账户后，我注意到，尽管同期其他客户都享受到了价格减免，但我们的订单却仍没有任何折扣来体现增值税变动的影响。
我回复了邮件，询问为何我们的预订不符合优惠条件，毕竟这笔订单的增值税是在7月而非4月支付。但直到现在我都没有收到任何回复，这让我感到非常失望。
我知道20到25英镑看起来不算一笔大钱，但在长达六周的假期伊始，这笔钱对许多家庭来说确实能起到很大作用。与其说是钱的问题，不如说是缺乏沟通让我感到失望。如果有人能简单解释一下背后的原因，我也会表示理解。然而，我的邮件始终没有得到回复。正因如此，我觉得我们不会再急于回来了。
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