"Went with my boyfriend to take terribly upsetting his…"

Went with my boyfriend to take his daughter for some fun. We took her to this place as it sounds similar to a place she likes to go in Bristol.
We had never gone to freedog before (this was made really clear when we arrived at the desk after a long quewe). We had a very excited 10 year old that was soo sad and disapointed afterwards. paid for entry and some socks and basically She was waiting for over ONE hour to do what we had asked for and she NEVER went in op use the socks. We went to Complaint but NEVER got our money back as promised!!!!!!!

To start with, we were told about the two different companies but nothig else, then we were directed to the right side of the building. They waited for sometime in a room full of kids but there was no one to ask for help/advise on the waiting area.
They didn’t moved as didn't want to loose their spot on what it looked as a very full waiting area.
A soft area in the middle opened but it wasn’t what we asked for so and were unsure if this was the beginning of the fun area???
I ask them to ask someone about it as she was disappointed already that it wasn’t what we asked for.
Ans the woman just said we had the wrong wrist band! So, they went back to reception to get this changed, (I have limited mobility so I was just watching from the viewpoint)
They were then told to go back and just wait for the next session at 3 pm! So they sat there for the extra 30 min to be first in the queue again!!!
she really wanted to try this and was planning with her dad what to hit first and have a game plan, she was still excited despite the very long wait.
Staff went by them and did not said ANYTHING to inform them that there was No session next!

At 3:05 the site was empty and as they were not called or the area re-opened they asked a woman that came last from the site after all other children had vacated, only to find out that it was NOT at 3pm but FOUR PM!!! 1.30 hrs away!!

It was so sad and stressful to see my boyfriend and his child disappointed!! She was almost in tears.
We could NOT wait for another hour. There was no real apology other than refund my money (WHICH HAS NOT BEEN REFUNDED YET!!!)
Awful experience, uncaring staff, do not wish on anyone what we went through

"No friendly staff "

This is not the first time I have been to this place and the staff seem extremely rude and uneducated and have no empathy for children. It is not my fault that the person works on a Saturday afternoon. The mezzanine was extremely dirty. The person responsible for the briefing was inside the play area and had a hot cup in her hand, which makes it completely unsafe if a child hits it or trips and the hot liquid falls on the child, it is not safe at all.