We spotted this recent exchange between a consumer and Party Animals, an event planner in Phoenix. Kudzu’s Merchant Reply feature provides merchants a fairly unique way to connect with their customers and — in the case of a bad experience — a chance to make things right.

This is one of our favorites. Maybe Spidey can save the day after all.

Consumer’s Review:

I had my son’s bday party w/ 50 kids @ Scottsdale Ranch Park & Party Animals didn’t show up. The reason given by the office was that Spiderman’s girlfriend had disappeared in his car; Spiderman’s message (sent @ 2pm, even though he was scheduled for 1pm) was that the girlfriend was in a car accident. We were told they’d be “happy to refund our deposit.”!!!! Can they take back my son’s tears that Spiderman didn’t come?

Party Animals Reply:

I would like to respond to this comment by saying that I am very aware of how disappointing it must have been that Spiderman did not show up for your son’s party. As a small business owner sometimes when you are relying on people to do a job unfortunately sometimes things happen that are out of our control. I am offering a free appearance by Spiderman for the little boy to make up for the mix up the day of the party. I know it won’t be the same, but we would still like the opportunity to show that we do care about what happens when something like this occurs, which is almost never. The reason for the confusion about the girlfriend’s where abouts is that we were not sure if she had been in an accident or was actually missing. In this day and age it’s hard to imagine the things that can happen to people. We hope the family will accept our apologies and consider our offer of a free appearance from Spiderman.