We booked our son's birthday party at Blast Off the Monday before the party. Gray, part owner, helped me book the party, explained how the pizza, drinks, room, and wristbands would work for our party. The basic party package is $35. We opted for the $100 package because of the size of our group. They provided a freezer, paper plates, napkins, cups and everything available for cake and ice cream (except a cake knife). We ordered 4 pizzas at a premium price through them, with 4 pitchers of soda, 12 wristbands, etc. I dropped the ice cream cake off to them 2 hours early for storage in their available freezer. Up until this point, we had good customer service.
On the evening of the party, we arrived a bit early and got the kids banded as they arrived for playtime. One of the kids RSVP'd late and has multiple severe food allergies and cannot eat pizza. He is 3 years old. Approaching Gray, we were told the following things;
1.) Had we let them know 2 days in advance, they would have been able to work with us as long as it was a homemade pizza or pizza without cheese.
2.) Chicken nuggets or anything not pizza-like would not be allowed, regardless of prior notice.
3.) The 3 year old child was welcome to step outside, away from all the other children at the party to eat his separate food and then come back in to play.
4.) He also told us that he understood food allergies because the other owner gets ill when she comes in contact with gluten. We responded that this child would quit breathing, turn blue and require emergency medical assistance. He told us that he was unable to make exceptions and that he knew the other owner would feel the same way but refused to allow us to speak with her.
We are upset at this. We have been regular customers, were not told that there would be an issue if anyone had food allergies, and were frustrated that our business meant little to nothing to them. Aside from our 25+ people, there were only 4 other customers in the area.
Working retail, I understand fully about rules that govern businesses. However, there are always exceptions to rules for valid and reasonable reasons. They were unwilling to work with us on a necessary, valid and reasonable reason and dismissed our patronage as being unimportant. Singling out and excluding a 3 year old child because he has extreme food allergies has turned them into a failure of a local business. We will no longer be patronizing their facility for parties or otherwise.