Kids Empire Moorestown — Attraction in Moorestown Township

If you are looking to book a party here, read this and think again.

To begin, I was told by a staff member last week that I would get a phone call a day prior to the event to confirm our final numbers and finalize our balance for the evening. We did not receive a call. Therefore I called the facility several times on Saturday to do this to no avail. Therefore I came on the morning of the event to settle the balance, where I was told by several staff members that the facility was at “max capacity”. It was clear even at 10 AM that they were understaffed.

With that said, we came at 4:30PM in preparation for our 5:30PM event. We offered to help with set up as well because they still seemed understaffed. We did so, and we were ready to go by 5:30. Our first guests also arrived at 5:30 with their waivers signed like were told to. However, I was horrified to see that my first guest was not able to check in for more than 30 minutes of standing in line. The check in was painfully slow and my guests were trapped in a line (wasting a sixth or more of their allotted play time).

Then came the food fiasco. As a party full of toddlers, feeding kids dinner is a high priority. We were told that pizza would get here by 6:30. However, that did not happen. They did get an order of pizza delivered on time, but the party host gave it to the other parties that were much larger than ours. When I asked if food was coming, they said “it was on the way” but that they had no idea of the ETA. Pizza finally arrived past 7. My kid was crying and kids were not happy. Not to mention, no one came to help serve. We were just handed three boxes. No gloves, nothing.

Then birthday cake was supposed to be served at 7:00, which got pushed to 7:30because of the late food. This did not happen either. I asked several times because I noticed my guests were starting to leave (again, young kids). I was told “5 min” but no one came, so I went to the counter to get the cake myself and serve it to guests. Meanwhile, I noticed larger parties got cake service while we did not.

There was also a dragon costume cartoon that was supposed to visit the table. It did not visit our table.

No one was supervising the actual jungle gym because everyone was trying to man the desk and five parties. This was extremely unsafe.

The facility was also extremely dirty, with no toilet paper despite telling them that it needed to be replaced.

The gift bags were also not given until I asked (as my guests were leaving).

Lastly, we did not receive our one token per guest as promised. When we asked about it, the party host admitted that she forgot and offered to give it to us, but by then all our guests had left.

The first time anyone came to our table to ask if we needed anything was at around 7:55 as we were cleaning up to leave. Otherwise for every part of this party, I as the mother had to request or do things on my own.

This party was clearly not what we had agreed to before we paid our nearly $500 fee. I am extremely disappointed because instead enjoying my daughters birthday, I was forced to make sure things were running all night because the staff did not pay attention to us all night.

The center was clearly overbooked and understaffed. When we pointed this out to the party host, she agreed and apologized, but said there was nothing she could do.

The cherry on the cake was when I tried to reach out to corporate. No one got back to me and it has been well over 72 hours.

This place is a hazard and is NOT worth the hefty fee they charge. Avoid...

I originally booked online one week ahead of time for a KIDS MEAL package and paid a $150 deposit. The following week (4 days before the party and 1 hour before their location closes ) the manager CHRIS calls me to confirm the party. Party is confirmed. About 30 minutes later (730PM Now) I call back to ask a few more questions and concerns and trying to get a better understanding because although it was confirmed the first phone call things just felt off and wasn’t explained throughly. Now it’s about 745 and CHRIS began to get frustrated that I had more questions about the “extra adults” pricing and said to me in a very condescending tone “look you’re not going to get over on anyone the price is the price and that’s it” as if I don’t have a right to question something that I’m about to spend $700 on. I called back the next day and spoke to CHRIS again and he lied and said he tried to call me but couldn’t reach me (never received a phone call) after telling him who I was and instead of “how can I help you” I was greeted with “well what do you need?” I reduced my package to the KIDS SNACK because i was disappointed in the phone call the night before and at the end of the conversation CHRIS and I were able to come to an understanding. However, his attitude and the way he speaks to customers is NOT appropriate for any employee let alone a manager of a FAMILY FRIENDLY establishment.

THE DAY OF THE PARTY- The party was at 2PM and I arrived at 1:40PM to check in. The ONLY employee that was welcoming, friendly and had a smile on the entire time was GAMZE. GAMZE went out of her way to help me and tried to make my experience with kids empire the best she could to her ability. By 2PM (PARTY START TIME) the tables for my party were not set up, no cups, plates or balloons. By 2:10 PM(PARTY NOW TEN MINS LATE) my hostess (ABIGAIL) approached the party tables and did not greet us, introduce herself or even speak. My guest asked ABIGAIL if she was our host and she then replied yes and began to apologize for being late and explaining that she had at home issues that caused her to be late which is irrelevant and not an excuse for the party to not be set up. Through out the rest of the THREE HOUR party ABIGAIL came over only ONE time to check on us and that was it. I had to leave my party table and walk to the front desk MULTIPLE times to ask for extra fruit snacks, the included cake to be brought out, the goodie bags to be brought out, etc. In conclusion, the customer service at the Moorestown, NJ location is absolutely horrible. The entire staff could highly benefit on retraining on work ethic, customer service and friendliness. To be a family oriented establishment I can honestly say that almost every single staff member in that building looked miserable and did not make the experience at kids...

Disappointed visit - Staff (including the supervisor 😳) don’t want to be there.

I had a very upsetting experience at The Kids Empire location in Moorestown, NJ and felt compelled to share.

While signing the required waiver at the kiosk, I noticed there was a checkbox at the bottom asking if I wanted to receive email notifications. I chose not to check it, but the system wouldn’t let me proceed to the signature screen without selecting it. In other words, it forced me to opt in just to move forward.

When I asked for help, a woman, (short lady with bangs and long black hair) who turned out to be the supervisor approached me with an immediate attitude. She didn’t greet me or ask what was wrong—just said “press the button” and walked over to the kiosk in a condescending, dismissive way. She then checked the box herself and hit the continue button without asking for my consent, which felt completely disrespectful.

I let that go in the moment, but shortly after, she made the experience even worse. As my 4-year-old autistic son and I walked into the play area, she—already stationed nearby—turned to us and, without acknowledging me, said flatly: “Only toddlers with diapers.” My son is autistic and still in diapers, but she made no effort to ask or clarify before making that assumption in the most cold and judgmental tone.

Before leaving, I even made the effort to say “have a good day” to her—hoping she might recognize how she came across and choose to be more respectful. Instead, she gave me nothing but attitude, stared me up and down, and said absolutely nothing. That’s what finally pushed me to walk back over and let her know directly that her customer service was unacceptable.

This entire experience was frustrating and hurtful, especially coming from a place that’s supposed to be welcoming to children and families. There was zero empathy, no professionalism, and it set the wrong tone for what was meant to be a fun outing for my child.

To make matters worse, this isn’t the first time I’ve experienced bad customer service here. The majority of the staff, every single time I’ve come, consistently come off as rude, ignorant, and visibly annoyed to even be working there. This experience was just the icing on the cake. I will never come back.

Families—especially those with kids who have special needs—deserve better.

Be aware...