Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,
  We are the ****** family, and we came to Round1 to celebrate our
  son's eighth birthday. I booked a party at the Fairfield Commons location. The
  party was scheduled for Saturday, August 26th, 3-5 pm. 
  In an effort to make my son's eight birthday celebration extra
  special, I purchased one of the higher-end party packages (in the #1 party
  room). The package included unlimited pizza, wings, fries, and drinks, as well
  as bowling and arcade games. We also purchased additional "rainbow"
  cards for each child that attended the party. 
  When I arrived at
  2:30 pm, I decorated the room with goodie bags and the cake. I was told that
  ***** was our exclusive party attendant assistant, making sure the party ran
  smoothly.
  From the start of planning this event, communication with this
  facility was very difficult and unclear. Although the process was not easy, I
  moved forward with the plans due to my son's desire to have a "fun"
  party at this location.
  Round1 birthday invitations were supposed to be emailed to me in
  the days leading up to the party, but they never arrived.
  On the day of the party, it was recommended that bowling would
  follow the games. ***** our assigned party attendant informed me and my mother
  of how the day would proceed. ***** stated the following:
  1) We were assigned to party room #1
  2) We had access to this room for two hours, 3-5 pm
  3) She would be in the party room to assist with the party during
  this time period
  4) She highly suggested that the children play arcade games first,
  then eat & cake, then bowl. We questioned the timing of each segment of the
  party. ***** told us that as long as the party started bowling prior to 5 pm, that would be ok. I asked two
  times about the time and she confirmed the earlier statement. This statement
  was witness by a party guest. 
  5) We had access to the Karaoke machine. My husband had to locate
  ***** and ask her to show someone how to operate the machine. 30 minutes into
  the party it was determined that the keyboard was not operational and we would
  have to download the app to work.
  Our guests began to arrive at
  3 pm and by 3:15 pm the majority of children and parents
  had arrived. 
  ***** was not in the room. Again, we had to search for ***** to
  ask for pitchers of water. The water pitchers had not arrived before the
  children had been disbursed into the arcade at
  3:20 pm. 

  Formal BBB complaint is in attached document.

  Business Response

  Date: 09/15/2023

  When a customer books
  a party in-store, we have a contract with terms and conditions that we cover
  with the guest. Each of these bullet points are read and agreed with the
  customer after they understand the bullet points. After they understand and agree,
  the customer initials to each of these points.
  Point 6 states “Your guests
  have 2 hours, or 3 hours, depending on your package, from the reserved start
  time to enjoy your party or event. After which you have 15 minutes to clear
  your area to make room for the next schedule reservation. Guests must be on
  time. Your timer will start at the agreed upon start time with or without your
  entire party. The service of food, drink(s), included in the party plan will
  also end 15 minutes before the ending time of the total time period allotted to
  the customer.”
  
  Point 10: “ALL participants are
  expected to abide by all Round1 house and facility rules. Failure to do so may
  result in expulsion from the facility, and early termination of the event
  without a refund. Round1 House Rules
  are Posted near each entrance.”
  
  Point 13 states “Party time,
  scheduled activities, food and any other services or products offered by Round
  1 is considered final upon signing this “Terms and Conditions”. In addition,
  the agreed start time for your party cannot, for any reason be changed, delayed
  or extended on the day of your party. To begin your party activities, guest
  will be required to check-in with Round 1 Hosts’ or Managers starting 15
  minutes before the start of your party. Payment of your party will be paid at
  the end and HOST will be required to hold onto a Valid ID and Credit Card
  through the duration. Payments are only accepted the day of your scheduled
  event. Extensions on your event will not be available.”
  
  These are the three points I want
  to bring up about this complaint. First is point 6. It states that their timer
  starts at the agreed time. As the guest stated, we let her into the room at 2:30pm,
  and before she got there, her other guests were in the room at 2:00pm.
  We did this in an effort to accommodate
  their party and go above and beyond to make sure they had enough time to set up
  for their party.
  
  Second is point 13. At 4:50pm,
  the customers came to the counter and wanted to bowl for an hour, we let them
  know they would be able to bowl for 10 minutes and if they wanted to bowl for
  an hour, this would be an additional cost. They agreed to this and purchased
  two lanes. After a complaint, we split their lanes and gave them an additional
  two lanes for free for the confusion.
  
  Lastly, is point 10. The whole
  time these inconveniences were happening, the mother and the father of the
  party were raising their voices and acting in a rude and demeaning manner. After
  an incident up on the lanes, a child was unsupervised and fell and was injured.
  While trying to fill out a guest incident report, the father of the party
  started yelling at the management team and physically touched members of the management
  team. That’s when they were not following Round1 House and facility rules, and received
  early termination of the event without a refund. When they were leaving, they
  were claiming discrimination and then proceeded to yell transphobic slurs at
  one of the management team after their removal. 

  Customer Answer

  Date: 09/18/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  My sincere thanks go out to you for your response, Eric.
  Thank you for referring to the terms and conditions of this agreement. I recommend that you review the terms and conditions with your party host.
  Unfortunately, the party host was not able to provide the service we paid for. After I alerted you to this issue, a series of events occurred that were perceived as retaliatory. Considering the nature of those events, I would appreciate the opportunity to speak with your supervisor in your region or district. Would it be possible for you to confirm that his name is **** *******?
  Thank you for your time. I look forward to hearing from you.