Complaints

This profile includes complaints for Planet Lazer's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Planet Lazer

  109 Braid St New Westminster, BC V3L 3P4

• 

  Planet Lazer

  14380 Triangle Rd Richmond, BC V6W 1B2

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:15/11/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Date: November 13th, 2024. Amount Paid: $126. Service Offered: Games of Laser Tag.Nature of Dispute:On November 13th, my friends and I visited Planet Laser in *************** for a night of laser tag. Following staff instructions, we left our jackets, phones, and personal items in a designated area outside the game arena. During the game, unauthorized individuals entered this area and stole two phones from our group without detection by ************** Response:When we reported the theft to ****** at the front desk, he informed us that he was unaware of the unauthorized access, believed a drug addict might have stolen the phones, and said there was nothing he could do to help. We were left to handle the situation ourselves, including tracking our devices, involving the police, and confronting the thieves directly to retrieve our property. The only suggestion we received was to submit a web form to management, which has yet to receive a response.Requested Resolution:We request a refund for our entry fee and compensation for the damages, time, and stress endured. This incident revealed a shocking lack of security and customer support, especially at a venue frequented by families and children. For the safety of future patrons, we recommend that Planet Laser review their security measures by adding cameras, actively monitoring entrances, and offering secure storage for belongings.Until such changes are made, I cannot recommend Planet Laser as a safe or responsible venue. Thank you for your attention to this matter.

  Customer Answer

  Date: 15/11/2024

  Thank you for your email regarding my complaint against Planet Lazer.
  
  I understand that BBB does not handle requests for compensation for time lost, emotional distress, or similar matters. My primary concern is the complacency and lack of basic security measures at Planet Lazer, which directly led to the theft of our belongings. As such, I am seeking:
  
  A Refund: For the $126 we paid for an experience that was not delivered in a safe environment.
  A Formal Apology: Acknowledging the lapse in security and poor handling of the situation by their staff.
  Additionally, I would like to clarify if BBB is able to assist with pursuing compensation for damages caused to our devices during the theft, as this was a direct consequence of the establishments negligence.
  
  Despite raising these concerns through their web form, as advised by their staff, I have received no response. When I attempted to escalate the matter in person, I was denied the opportunity to speak with a manager, further demonstrating their lack of accountability.
  
  I hope BBB can assist in holding Planet Lazer accountable for their actions and ensuring they improve their security measures for future patrons.
  
  Thank you for your time, and I look forward to your guidance on the next steps.
  
  Sincerely,
  Tanmehar *****

• Initial Complaint

  Date:16/01/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  Dear BBB representative,I am extremely disappointed with Planet Lazer (***************). I have booked two games for my 15 international students group from 13 to 17 years old.Your reservation agent asked for a school letterhead to prove eligibility for the discounted price. I told the agent I just had the letter of acceptance instead. The agent requested that it be sent to the head office on January 4th at 6:10 pm.On January 5th at 9:06 am, I received an email from ****************************** requesting that I read and send the requirements as stated. No further information was provided that the documents sent weren't accepted.On January 7th at 7:40 pm, I received a call from an agent offering support to complete my booking. I informed that I will complete in the following day.On January 8th at 7 am, I informed that I was facing issues completing the form, even trying on different devices. On the same day, at 8:49 am, I was informed by ****************************** that I should try another device. No documents to prove discount eligibility were requested.After completing the form on another device, I received the reservation confirmation at 2:38 pm on January 8th. No documents to prove discount eligibility were requested.I arrived a couple of minutes before the group to provide payment. I was informed by the agent ****** that I didn't qualify for a school discount. I tried to argue I wasn't informed the documents I sent weren't accepted, but it was useless to argue about it. At that point, I couldn't turn back because it was planned with this group in advance.I was very disrespectful and not empathetic with the group just arriving at the venue. ****** charged $ 472 instead of $ 320. Balance requested to be refunded $ 152.I look forward to hearing from you to process the balance refund.Best regards,***************************** **************

• Initial Complaint

  Date:31/08/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  Planned a party for six colleagues, paid the deposit to secure the booking. We planned this party for *** **** *** *** *********** *** ***** **** *** ************* ** ** *** ******** **** ** ******* We found out ** *** ****** so contacted the business right away. The booking manager Thomas refused to help with moving the party date, even a couple weeks would have allowed us the time to get everyone together when they were healthy. We lost our deposit, and are disappointed with the lack of customer service and flexibility. The pandemic should have taught this business that flexibility is important, and that customer service needs to go above policy in some cases. Very disappointing. Will be taking my business elsewhere.