Lin Z.
Yelp
I recently visited Looma and unfortunately had an extremely unpleasant encounter with the staff. While I understand the importance of enforcing rules for safety, the behavior of the staffs was completely unprofessional and unacceptable.
During my visit , I was shocked to be yelled by a staff named Amornia that she said my son pushed a kid and throw toys, even though I was watching my son play and I didn't see him have any inappropriate behaviors , I still on my way to correct him right away after she yelled and looking for the parent. I just want to make sure the house rule what type of toy could not throw since there were couple ball pits there too. But Amornia kept yelling at me and told me :"of course you can not throw any toy ! the rule is on the wall and you signed the wavier include the rule also this is common sense!!! "
I was shocked to be criticized by a staff member for supposedly lacking common sense to ask a question.
I went to slide and talked to my son for couple times , then he stopped play at that area. then I read the rule on wall, i was surprised not find the rule Amornia lectured me loudly in the public at all. But later the other staff admitted that Amornia made up the rule .....
So I came back try to talk to her again but there is another lady told me she would took over the conversation meanwhile a parent came over and said my son pushed her daughter earlier , I apologized to her and told her I would ask my son to apologized to her daughter too, she walked away and soon she left with her daughter.
Afterwards, while I was talking to another staff member and a parent, Amornia loudly gossiped about me to other parents, repeatedly emphasizing that "this is just common sense!" My friends overheard her conversation while I was engaged with the other staff.
After I got the email of the place and the staff's name, I sit back , 5 mins later, the other staff came over and asked me to leave because this is their another house rule .
I am very confused for the following reason:
1) Why the staff can made up a rule without any apologize even it find out she was wrong to present the house rule within 10 mins she yelling at me.
2) Why the staff can yelled at a customer and answer the question with " this is common sense"
3) I didn't have confrontation with other parent , I apologized , why I still get kick out after the parent already left with her kid.
4) I wrote a email to the owner since she was not on the site, an email replied with no name and just gave me an lecture with no apology and stated that they have to asked me leave because : they offered both parties to leave to avoid any additional confrontation.( I put the email in the picture)
5) Is that normal for a business replied an email but not put any name on? I emailed again asked who is the person reply this email behalf this business but no one replied. it has been 4 days.
6) Their email did say that they work extremely hard to make sure that they keep their standards high, so is that normal high standard for the staff to present the wrong house rule with that attitude?
7) If a confrontation happen, should the staff try to de-escalate or should she gossiped on the site with a very load voice ? this action was high standard ? or just unprofessional......
8) Given the owner's purported dedication to the business, would it not be advisable to provide an email address that the owner monitors?
9)During previous visits with my husband and his friends, we were treated differently. Why is there a discrepancy in the treatment of customers?
10) If they want to update their new house rules to : not throw any toys. should they remove the ball pit ? I saw kids threw balls everywhere. they have two ball pits.
11) I didn't see myself do anything wrong that confirm the house rule before I talked to my son and correct his actions , but I just want to make sure I talked him correctly, it will put me in a hard position that after I told him not to threw toys at all, but he asked why all other kids can threw toy....... what should I answer??? this place doesn't like you or this is a experience of being discriminated/bullied?
12)One of the rules sent via email was "please be kind." However, the staff member's comment about my lack of common sense contradicts this. It was difficult to overlook this discrepancy.