Customer Reviews

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The following is a special reply to a “review” posted on Google.  Due to the limited number of characters allowed in the Google format, the reply that this “review” warranted and deserved would not fit.  We have included the original “review” and Chibis’ entire reply below to clarify.

NOTE: The initial “review” that I received from this person on 7/7/2017 originally included their full name. I began my reply by addressing them by name. While preparing my reply, I noticed that the customer had changed their status to “A Google User”, so out of respect for their privacy, I removed their name from this correspondence. Finally, as I prepared to post my reply 4 days later, THE “REVIEW” HAD BEEN REMOVED! I spent valuable time penning my sincere reply, and was genuinely disappointed that I was not given the opportunity to reply publicly.  I felt that this was an opportunity to hopefully highlight the potentially inflammatory outcomes of inaccurate “reviews” that get posted directly to social media in a fit of emotion instead of contacting the owner for facts and a possible (and potentially rewarding) resolution.
– Tiffany Burfield, Owner, Chibis Indoor Playground

 


 

 

“After going here for quite some time with my two children, I was very disappointed after our last visit and will not be going back anytime soon. First, they had a camp of 15 kids or so come in who took over the place. It would have been nice if we were given a heads up about this since we arrived shortly before the camp. I have twin 18 month olds who were run over by these older kids.  Second, was an incident that occurred with a little girl who had an accident and peed on the floor. While the owner did come and clean the carpet with some spray, this little girl was allowed to run around in a diaper and a shirt that was soaked with pee all over the front. For as strict as they are about shoes and drinks I was shocked to see this allowed. This was very unsanitary and several of us moms were very upset about this.”


Owner’s Reply:

I am sorry that your recent experience at Chibis was disappointing. To address your first point about the camp, Chibis is a business, and as such, I accept any and all admissions 7 days a week for Open Play. The group of children that visited that morning were conducting themselves in a manner appropriate to their age group, well within our admission standard of ages 8 and under (their age range was 3 to 5) and, aside from your online post a day after the fact, we received no complaints about their being there nor their conduct. To say they “took over the place” is a broad description as on that morning we had a general capacity of approximately 65 – 70 people, including the visiting group of less than 20. It was raining that morning, and we are a weather-driven industry, so ALL indoor family recreation facilities in the area would have experienced higher than usual capacity. I always abide by our capacity policy and do not allow capacity to exceed a total of 105 people (this includes paid admissions, additional adults, infants and employees). Since I knew that we were not going to exceed 2/3 capacity that morning, I did not feel it necessary to issue “heads up” to other customers. It was literally just another rainy day at Chibis.
I advise and encourage all of our customers that may have an issue with ANY of our customers being “run over” by older kids to please bring it to our immediate attention and we will address the issue. When such incidents are brought to our attention as/when they happen, we can offer a resolution in the moment. When the situation is brought to my attention well after the fact, in a manner like social media, it is simply too late to do anything other than reply and clarify.
The facility is set up in such a way to allow families with children ages 2 and under to enjoy exclusive use of the 400+ square foot infant playground, with the assurance that older children will not “run over” the smaller ones. This is a reasonable compromise for the overall customer base of kids 8 and under, and an appealing policy for younger customers on busy days.
To address your second point: 1) The mother whose daughter had the accident was overwhelmed and embarrassed, and after immediately removing her daughter from the playground to clean her, she made a noble attempt to sanitize the area with the Lysol spray that we keep in the ladies’ room. She did this BEFORE coming to the reception desk and reporting the accident – and I respect her effort! Spraying Lysol is NOT our standard protocol for dealing with biological accidents, but I will further address that in a moment. As she was reporting the incident, she was also requesting her shoes so she could leave to go purchase more clothes for her daughter. As the business owner and a mother, I practiced some empathy and placed myself in her position (a gesture that apparently none of the other customers who witnessed the incident extended to her). After considering her feelings and assessing her daughter’s appearance (in that moment, as she stood in front of me, her daughter’s shirt was dry, front and back, so your claim that “this little girl was allowed to run around in…a shirt that was soaked with pee all over the front” is an inaccurate judgement), I made the decision to allow her daughter to stay and play wearing a pull-up that we provided. Typically, I prefer children to be wearing some sort of bottoms to cover underwear and diapers (as an aesthetic preference, since technically a girl wearing a dress does not have her underwear 100% covered during play, nor does a pair of shorts worn over a diaper offer any additional boundary from accidents) , but on this day I chose to offer a customer in a very unfortunate situation the option to continue playing instead of forcing her to leave the facility, her daughter wearing nothing from the waist down, and procure fresh clothes by either going to Target or driving back to her home before being allowed to return and continue playing. As humans, we all have bad days. As parents, those bad days are usually magnified, and can be overwhelming. I will always strive to extend the same compassionate courtesy to any of my customer that may have a similar experience to hers.
2) You wrote that “…the owner did come and clean the carpet with some spray”, and that comment is grossly misleading and incomplete. As soon as I assisted the mother by giving her a fresh pull-up, asking if there was anything else she needed and assuring her that I would completely take care of the accident so she could continue to enjoy her visit, I gathered the items necessary for dealing with biological accidents, urine specifically. I will say that at this time, another customer did report witnessing the accident but did not ask if there was anything that they could do to help either me or the distraught mother other than agreeing to guard the area at my request while I finished gathering my supplies. This may have been you, it might not have been, and it is of no consequence because as far as I know, as I mentioned before, this mother was offered no assistance from anyone else in the playground that day. Instead, I can only assume that she was silently judged by other customers for the duration of her visit, and I hope she was unaware of this possibility, or at least able to abide it with dignity. But I digress – back to the point of my sanitization practices. I will concede that I did “…clean the carpet with some spray”, but this is actually what was done. First, I approached the accident wearing shoes (which are only worn inside Chibis and are sanitized after this procedure) and latex gloves, and was equipped with a container that held a roll of paper towels and two bottles of “spray”. I soaked up the urine by placing thick layers of paper towels over the affected area and soaking up the urine by standing on the paper towels. I repeated this step until the paper towels no longer showed any signs of wetness. Second, while still aware of the exact area of the accident, I sprayed an area disinfectant onto the carpet, at close range, ensuring that it reached down into the fibers. This product is provided by Solutex, is named “Husky Arena Disinfectant” and the label details the following: “It provides broad spectrum effectiveness against gram-positive and gram-negative bacteria including Community Acquired-Methicillin Resistant Staphylococcus Aureas (CA-MRSA) and Vancomycin Resistant Enterococcus (VRE) strains, viruses (including HIV-1, HBV, and HCV), as well as pathogenic fungi (including T.mentagrophytes – the athlete’s foot fungus)”. I repeated the same procedure as before, soaking up the liquid with clean layers of paper towels until they were dry. I then repeated the same spray/soak routine a second time with the Husky disinfectant. The second “spray” that was used is a product also provided by Solutex named “Dr. Digester”. The label details the following: “Destroys pet odors. Dissolves build-up in plumbing and grease traps. Digests urine salts.” This is a product that we use to clean the bathroom floors and around toilets and urinals. We also use it as a second cleansing step for any biological accidents involving urine anywhere in the playground because it is safe for surfaces and a biological enzyme that does not irritate brief contact with skin. After finishing the overall cleaning process with clean paper towels, soaking up the final spray application until the towels were dry, I shifted the location of the train table to cover the affected area until the end of the day, when we applied the final product that we use for all biological accidents (urine, feces and vomit). It is an aerosol product, so we do not apply it during open play, around customers, unless vomit is involved, to avoid aspiration. For this specific incident, the area was appropriately and thoroughly sanitized in the moment, and the third and final step was applied after we closed for the day. This product is also provided by Solutex and is named “Meditex Disinfectant Spray”. The label details the following: “Disinfects bacteria carrying surfaces like toilet seats, telephones, garbage and refuse cans, urinals, athletic equipment, light switches, bed pans, empty hampers, and other out of the way places. Sanitizes shoes and slippers. Controls mold and mildew on mattresses, awnings, shower curtains, leather goods, painted or finished walls, ceilings, and woodwork in closets, basements, attics, storage decks, summer cottages, as well as any damp and musty corners. Reduces annoying odors. Used to control odors in hospitals and nursing homes. Effectively suppresses odors caused by mold and mildew. Kills HIV-1, Polio virus Types 1 and 2, Influenza A2/Hong Kong virus, Mycobacterium Tuberculosis (TB), and Herpes Simplex virus Types 1 and 2 on hard, nonporous, inanimate environmental surfaces.” This final step serves as an additional line of defense against bacteria and odor. All of these products’ safety data sheets are filed at Chibis and are always available for anyone to read or take a copy.
To summarize, if you or anyone else (“This was very unsanitary and several of us moms were very upset about this.”) had taken the time to approach me with any or all of these concerns IN THE MOMENT, or at least as you were leaving, as it seems that in spite of the discomfort you experienced that made you upset, you continued to stay and play, so many questions could have been answered and the public post that was lacking in accurate details (and would greatly upset the mother in question if she were to ever read it) could have been avoided. Like most conscientious business owners, I welcome any and all constructive comments, praises and criticisms! But I have little tolerance and no sympathy for anyone, whether dealing with my own business or any other customer related establishment, that decries their griefs over social media without ONCE contacting the owner directly, especially in the moment, to get accurate details and explain concerns that can be remedied immediately. Furthermore, some customers do occasionally contact me directly, outside of social media, with no request for resolution or explanation of procedures, etc. Just a tirade of accusations fraught with misinformation, insults and threats. I handle each of these as they deserve, and reply with facts. I implore future customers of Chibis that may be reading this to PLEASE contact me directly if you witness or experience anything that makes you uncomfortable or causes questions. I want everyone to have a positive experience when visiting Chibis, and if for any reason that has not been achieved, I will do my best to make it right. Finally, I feel my only mistake in dealing with that entire incident was not placing a sticker on the little girl’s back that read “I had a potty-training accident. Please excuse my clean pull-up while I play” – there’s a small chance that this action might have prevented the accusation that “this little girl was allowed to run around in a diaper and a shirt that was soaked with pee all over the front” and provided the girl and her mom some assurance that they were welcome there instead of looked upon with disdain.