Complaint Review: Luv 2 Play Corporation

At 10:34pm on July 2, customers received the following in an email, "Dear Loyal Customer, Luv 2 Play has enjoyed providing a much needed service to the area over the past year. We are excited to announce that we will be beginning the process of relocating to Irvine, which is located in the beautiful Tustin Marketplace. Effective tomorrow, July 3, 2018, our Lake Forest location will be closing to relocate to Irvine. Our official Grand Opening of the new location will be announced shortly on Facebook @luv2playirvine. This is a larger more modern facility and we would LUV to have your family’s continued business here. If you are interested in booking a party we would LUV the opportunity to help you, at our Luv 2 Play Irvine location. Please call 1-855-PLAY-002 for all party questions or concerns. Thank you for your continued support, we look forward to seeing all of you at the Grand Opening of Luv 2 Play Irvine!!"

And just like that, all prepaid coupons, monthly memberships, and party reservations were cancelled leaving parents to scramble, book new venues, and send out corrective announcements. Despite knowing they were relocating, no bookings were transferred to Irvine and all parties are now required to book again, as space permits, at the current rates. 

The prepaid admissions are valid through October 30, 2018. Are we just out the cost or is someone offering refunds?

Attempts to reach Luv 2 Play Lake Forest and the corporate office by email and Facebook have failed to yield a response. 

On July 3, Luv 2 Play sent out a second email "Dear Loyal Customer, I wanted to thank all of you from the bottom of our hearts for your support of the Lake Forest Luv 2 Play location. Anybody who has a party booked you will be contacted by our corporate office and try to relocate your party to either Irvine, Temecula or Riverside or another local facility. I also wanted to give you an update of several exciting additional openings that will be taking place soon. 1) Irvine Market Place next to Borders. 2) Alsip Illinois South of Chicago and 33,000 Square Feet of fun. 3) West Palm Beach Florida 4) Vista Ca 5) Stockton Ca 5) North Hampton, NH 6) Appleton, WI 7)Springfield, MA. Please check our web site at Luv2Play.com for updates."

Anyone who knows the area will quickly recognize they are asking parents to "try" moving parties to other Luv 2 Play locations which are 60+ miles away. 

The lack of communication decimates all trust earned by the Lake Forest staff and the complete disregard for customers is a big incentive NOT to give the new Irvine location a chance. 

This should have been planned better. All Lake Forest parties should be given a discount at Irvine and have the same time reserved. It's not unreasonable to begin Irvine's party schedule with Lake Forest bookings then accept cancellations or additional bookings.

Luv 2 Play Irvine replied with the following response:   "Hello xxxxxx, Luv 2 Play Lake Forest is not relocating to Irvine. Irvine and Lake Forest are different ownership. Lake Forest is doing all they can to accommodate their customers during their transition and search for a new location."   When I shared the entire contents of the first email clearly illustrating that Luv 2 Play Lake Forest announced their move to Irvine, all of the posts related to this discussion were deleted from the webpage without resolution.   Here's a portion of my reply to Luv 2 Play Irvine through FaceBook, "It is unfortunate that our relationship isn't starting off on better ground however, the Lake Forest Luv 2 Play owners claimed they also owned the Irvine location causing you to profit from their happy customers AND inherit their complaints. Moreover, if Luv 2 Play is going to thrive as a business, there should have been corporate oversight when one location suddenly closes and another location is just about to open."   I emailed the Founder/President of Luv 2 Play Corportate Office for assistance - this email can be found under "Meet Our Team" on the Luv 2 Play website.