DEFY Charlotte — Attraction in Charlotte

I reserved my niece a birthday party at this location scheduled for 4:45 pm Saturday January 7. Immediately upon entering the facility it was chaos, utter disorganization, extremely long lines everywhere, and no clear communication on the status of my niece’s birthday party. I have an 11 year old daughter and her birthday party was at their competitor company in November, it was absolutely nothing like this horrid experience! I am experienced with being at facilities similar to Defy and of this magnitude. I was beyond understanding that the facility is operated by teenagers, under staffed, and had new employees working. The check in process is “every man for himself”, one person will tell you to go one place for the birthday check in, then you will be directed to a different counter where you wait in line for countless minutes to only be redirected back to the original counter. None of the associates were aware that my niece birthday party was scheduled for that specific day until I was able to provide the deposit receipt. We were scheduled per my reservation to start the birthday party at 4:45 which did not happen until 5:15 due to no party host being available because they did not plan or prepare for my niece’s party. Of course as kids wait they get antsy and needed to use the restroom. The restroom was so filthy I wouldn’t allow my dog to use it. I reported the condition of the bathroom but nothing was done about it, the associates were more so bothered that I reported it to them. No one was watching the carts which had children’s gifts, personal items etc stored on them, so several people were randomly taking things off of carts. I literally had to tell individuals not to take things off of my cart and could not enjoy watching the children play due to having to monitor our cart. My party room was supposed to be ready at 5:45 but it wasn’t ready until around 6:15 only because I went to look for an associate. An associate randomly told me my party room number then I was left to navigate the maze of people with my cart and hands full of birthday items by myself. After finally locating the assigned party room a few associates finally decided to come assist me and my family clean the party room from the previous party that had taken place. Two young guys who were assigned to assist clean up the party space, was casually sitting down loudly discussing the ages they thought some of the girls they were interested in ages. The young girl assigned to assist me was discussing her relationship status with the guys. My guest and I cleaned up the party room the best we could but was still left with an over flowing trash can in the party room from the previous party. The party host did not assist with anything in any capacity. I literally had to leave from hosting my niece’s party to take the pitchers to be refilled, I served the pizza, filled drinks, then cleaned up once the party was over. When I purchased the party package; I was under the impression I would be able to enjoy my niece’s party by having a party assistant. The ultimate incident which occurred took place while I was speaking with a newer associate assisting one of the late comers to my nieces party get checked in. A manager rudely interrupted the associate assisting me to speak negatively about customers right in front of me. The manager was so caught up in speaking negatively about customers and being unprofessional that she did not realize she was discussing my niece’s birthday party. When I politely informed her that I was the person she was discussing she did not apologize, continued on her rant, and stated she was upset because the newer associate should have first taken my remaining balance before allowing anyone from the party to be allowed to participate in the facility activities. The new associate was trying to explain to her that she was left alone and did not know how to accept payments. Overall horrific experience and ruined my niece’s...

I decided to bring my 3 & 6 year old yesterday & called the day before to find out if there's any difference in pre paying online or paying cash there. They said it didn't matter & as long as there were still spots remaining we would be fine. No comment about waivers or the fact that pre paying means you can skip other customers who are paying cash, regardless of how long they've been waiting. We had only been here for a birthday party & had no knowledge of how ridiculous their sign up process is. Rude, immature staff was just the cherry on top. We were passed 4 times before we were called up, & then had to squeeze pass all the other people registering to get to the computers to fill out waivers. (Bad layout) Then we had to wait again, getting consistently passed because "we have to get the pre paid customers in at their scheduled time". What kind of business logic is that? You already have their money & they shouldn't show up right at their time. We made it 20 mins before we wanted to jump & we wasted that in line! Now I want to leave because obviously they don't want my money, but I can't destroy my kids day! So we finely get through this zoo of a line with hellion kids running through the ropes & no one has any rules for them to follow, but anyway. The actual facility is cool. The trampolines are great & the obstacle course is entertaining. However, the staff are basically kids with whistles. No one looked over 18. We had been here for 45 mins before going over to the swing & trampolines in the corner back there. It was deserted & no one but parents were watching the kids swing. So my oldest is waiting in line & my 3 year old gets on one of the trampolines. 10 secs later I get a whistle to my ear saying she's not tall enough to jump on it?! First off, we're not hurting or irritating anyone. There are no signs stating the height requirement, just a piece of tape across the wall beside of the trampolines. Second, I'm an adult. Don't blow a whistle at me when you're close enough just to tell me. Third, 5 mins later a huge hellion kid (bigger than me) jumps straight down into the foam pit & gets stuck just as his tiny hellion brother jumps straight on his head & proceeds to punch and poke at him as he's trying to escape. No whistles, no one paying attention & the same girl is standing the same distance away as she was to me. These kids blocked the only thing my kids wanted to play on for the last 10 minutes of their time & no one cared. So I was aggravated & mad before we played & I was aggravated again before we left. I told my oldest there would never be birthday parties here. Her birthday is in january & this was her first pick. Thankfully, there are so many other places closer to our area that are half the cost & the people are actually nice. Don't waste the money, time & headache. There are other indoor play areas that won't leave you regretting the money you spent & the things your children heard you say to...

I do NOT recommend having a birthday party. Came for check in for a 1pm birthday party and waited 10 minutes before anyone came over. Was told my host was finishing with another party.. fine. Eventually just handed a paper and told to go to the front and pay for the party. I go to the front and was asked if I enjoyed the party.. what?

Anyway, finally 20-30 minutes in after missing jump time and everything was settled, everything was finally good to go. I didn’t like how all of the birthday gifts and cards were just sitting out in the open area to be taken when the website clearly says it would be put away until time for the party.

3pm comes and we weren’t called to the room. Fine, guests knew and we were ready. At the host stand and the host never appeared. Someone walks over and asks what I’m waiting for and I said my host. Like really? They tell me to go in the room and they’ll get her. Of course when she’s finally found, I’m paying, and she DROPS THE PIZZAS!! They are all messed up, and she doesn’t bother replacing them. No, I have to ask once she disappears and I have to find out when serving. Then I realize none of the drinks I ordered are there. I again wait forever for someone to come to the host stand so I can get the drinks. Of course, the drinks I want are unavailable (Pepsi and fruit punch.) The replacement drinks, also unavailable.

As we are going to leave, the “manager” who I did not know was the manager on duty at the time comes up to me and says we need to leave and I said “we are leaving.” He says “another party is coming in 20 minutes so we need the room cleared.” and I again said “I am leaving.” We we’re packing up the room!

As we are heading out, I realized we didn’t receive the VIP passes, water bottles, stickers, or cotton candy I ordered. I see the host and tell her. She rolls her eyes and walked away. Really? Because you can’t do your job, you’re upset with me?

I asked to speak to the manager and it turned out to be that same kid that told me to leave! Some 18 year old (or looked like it) who didn’t even care to listen to what I said. He just handed me passes and said “water bottles are in the room. We can refund you the cotton candy we don’t have it, it’s like $40.”

That’s all I’m going to say.. if that doesn’t give red flags on why you shouldn’t have a party here, I don’t know what should. I even tipped them before hand. I wish I didn’t.

Edit: also mentioning the email says jumpers age 2 and under are free with ticketed adult, but you made me pay for two 1 year old kids and said there was nothing you...