Candeeland Downey — Attraction in Downey

I am writing to formally express my extreme dissatisfaction and frustration regarding the appalling service I received at Candeeland Kids Café in Downey, CA, on Monday, February 24, 2025. I booked a party for my son’s 2nd birthday and my experience was nothing short of unacceptable, unprofessional, and outright disrespectful.

For weeks prior to the event, I communicated directly with the store manager, Miguel, to ensure all details were clear. Upon arrival, although I was only 7 minutes late due to traveling all the way from San Diego, I immediately felt unwelcome. I received a phone call reminding me that the party was strictly from 3PM to 6PM, despite the facility being open until 8PM.

When I arrived, the OWNER, Kelly, did not greet me, did not acknowledge me, and spoke with zero courtesy even after I paid my remaining balance. I had to ask her if that was all, and even then, she failed to show any basic professionalism.

To make matters worse, when my balloon decorator arrived, she was aggressively harassed by staff over the facility’s grip sock policy, even though I previously discussed this with Miguel. They took the socks I purchased specifically for my party to force her and others to comply. Meanwhile, other guests in the facility clearly did not have grip socks, but we were singled out and treated unfairly.

The staff continued to speak to me in a condescending, demeaning tone, informing me that if I exceeded 20 guests, I was required to book an additional room and would be charged $20 per extra guest over 15 with the room I initially booked. YOU OR MIGUEL DID NOT make it clear! THIS was NEVER communicated to me beforehand. Had I been properly informed, I would have booked accordingly. There was absolutely no clarity on your website or during the booking process regarding these policies.

Throughout the event, we were made to feel uncomfortable, watched, and treated with hostility. My guests were afraid to even go into the party room. We were continuously harassed over rules that were inconsistently enforced. My decorator’s daughter, who had already purchased playtime separately, was also unfairly targeted and treated as if she was intruding on my event.

Ultimately, I paid nearly $400 to be disrespected, belittled, and treated with blatant disregard. The lack of customer service, hospitality, and basic human decency was astonishing. I felt discriminated against, targeted, and embarrassed in front of my guests. I left the party early because the atmosphere was so hostile and uninviting.

This experience completely ruined my son’s birthday and left me extremely upset, disappointed, and regretful for ever choosing your facility. I demand to be refunded in part, if not in full, for the inconvenience, early departure, and emotional distress caused by your unprofessional staff.

I will also be filing complaints on every public platform available so that no other family has to endure the same...

I wish this place could be given a 0 start review! Yesterday May 7th me and my cousin decided to go to Stonewood mall to take a walk with our kiddos, we noticed this place and decided to walk in to take a look. Mind you my cousin has a 5 month old and I have a 1 1/2 year old, after looking around we decided to give it a try since I would be able to run around with my toddler we had never been here before it was our first time. We approached the counter and my cousin spoke to an Asian woman who I believe is the owner and told her it would be for me and my daughter and herself. She told us we needed a waver and we were a bit confused but I have been to only a handful of these places so I asked if we needed it prior on arrival or how to go about it she NEVER explained what we needed to do just kept DEMANDING we needed a waver again we asked ok so how do we get one? As she’s talking to us she’s being rude and giving us an attitude, looks about it, it’s frustrating as is that we’re trying to understand how this works but instead of helping explain she’s just being rude towards us then tells my cousin she needs to pay FULL price for her 5 month old baby and that she would only be free if we were family. Are cousins not family? She failed to explain anything to us and in other words refused to explain what we needed in order to enter. After going back and forth I decided to tell her that this was unacceptable if she is the owner this is no way to treat any customers! Especially when we were first timers the funny thing is after I expressed to her how rude she was being towards us she still had the audacity to tell me she wasn’t and based on other reviews I’ve read of this place she sure has proved herself wrong. It is unfortunate really because we came in expecting to have a good time and I was potentially looking to have a birthday party here for my daughter but I will NEVER RECOMMEND OR STEP FOOT INTO THIS PLACE AGAIN there are plenty other places who care about their customers and who are more welcoming than this establishment. Please save your money don’t come here because clearly that’s all they care about. One more thing the employee had way better customer service than she did maybe she should take some tips from her...

I would like to share an experience I had at the Candyland location located in the city of Downey. On May 24, I took my three year-old son to that location which we have been going there for years. While he was playing at the ball pit, this man with his daughter and his wife Were blocking the entrance of the stairs because he wanted his daughter to only be there since she was smaller, and my son wanted to go up as soon as my son went up, that man took the liberty to grab him from his shoulder, drag them down and put him on the floor when I saw that. I confronted him immediately. I told him did you just put your hands on my son he said yes because I don’t want him to be near my daughter and I said well the playground is not just for your daughter. it’s not just for her to be playing up the stairs and no other kid could go up or down the stairs. And what gives you the right to touch my child if that were the case, you should’ve grabbed your child and took her away. The wife said oh well he already did it. I was very upset. I went and complained to the manager on duty. And he told me that he confronted the man and told him just don’t do it again. I was so mad and disappointed that they did not escort him and his wife out for touching a child that’s not theirs. No man or anyone should be touching a child that’s not theirs and especially grabbing him from the shoulder and dragging him down to the floor. So when I spoke to the manager, he said that’s all we told him that he shouldn’t do it again and my son was no longer comfortable being near the ball pit. I immediately left and I told them that your location and Company doesn’t have the right protocols for situation like this. He should’ve been escorted immediately because if he touched my son, what makes him not touch any other children. This happened to my son next thing you know it could happen to yours. I do not recommend any parents to go to any of their locations. They do not have the proper protocol for situations like this. They brush it off and I’m just very upset and disappointed if I could give it a zero I will give it a zero. Don’t take your kids to this location or any location...