Party City

I am writing this formal complaint to inform you of how I was treated by 2 employees at your store #565. On the afternoon of 11/24/2023, my husband took several helium balloons for a gender reveal to get inflated. Two of the balloons had teddy bear balloons within the large circle. The sales person Jake assisted him to blow the balloons. At no point in time was he told they can not inflate the teddy bear balloon within the larger one. I ended up calling to the store and asking Jake why the teddy bears inside the large balloon was not inflated. His exact words were they are not allowed to do that. I was very confused as I never was told to this in the past. I also informed him that the balloons were not properly inflated it was very soft and drooping. I asked to speak to a manager, once he became hasty on the phone. I then was transferred to Madison. She stated she was the manager and I explained to her the situation and I said I would like to bring these balloons back and see if she can asssit me. She in a very nasty tone said well I can come but she is leaving here in a few minutes. This conversation occurred at 2:18pm. I ended up heading to the store to see to resolve this. I get to the store and explain to Madison and showed her first how the balloon was not properly inflated and then the inner balloon was not inflated. She then said to my husband and I that Jake told my husband the helium wasn’t working to inflate the smaller balloon. My husband said he most certainly did not say anything of the sorts, because my husband would have not stayed to have ballloons blown up he would have went to another place of business. Madison then proceeds to get loud and says I was standing in the aisle and heard this conversation. At this point I asked to speak to another manage and I requested to see the video footage of Jake supposedly telling my husband the helium was not working to blow the smaller balloon up. Madison proceeds to continue to get loud and nasty in the store in front of many other customers. I’m pregnant and she takes the ballon I gave her and slaps I into my face. I yelled at her to stop and get me someone else to speak to. Jake then proceeds to yell and curse my husband and I and says to get the f* out of his store. Madison the says she doesn’t give a f* about her job and she won’t fix the balloon or get anybody else. There was a third employee by this time who saw the commotion and called Matthew the manager. He comes up I’m visibly upset and shaking at this point completely in shock by what I was experiencing in Party City. He then comes and tried to assist. He said there was an issue where the store was unable to blow up small balloons within the large ones. I said well this is the first time I’m hearing this. If this was the case, my husband and I would have taken our business elsewhere. No one ever communicated this to us. my balloons were ruined and u have never felt more disgusted and disappointed by the way these two employees treated my husband and I. They should be fired immediately they have no respect or customer service. Mathew did say he would speak to the employees regarding their behavior. I have been a loyal customer to party city for years and I have never experienced this traumatic behavior from employees ever. I am pregnant and this definitely caused me a great deal of stress and ruined my gender reveal themed party. I had to get different balloons since the store ruined the ones I bought. I hope that you will fire these two employees immediately as they are a poor representation of party city and its corporation. I hope this complaint will be taken seriously as I was greatly bothered by this incident.