Complaints

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• Initial Complaint

  Date:07/31/2025

  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.

  I'm writing to express my profound disappointment with our first visit to your *********, **, location on July 25, 2025. This was a special 6-year-old birthday outing for my daughter, and unfortunately, it was a very poor experience.?We drove 40 minutes and, being on a tight budget, carefully planned this family entertainment expense. It was disheartening to spend our limited funds and travel so far only to be met with a poorly managed establishment.?Upon arrival, many arcade machines and, more frustratingly, the card readers, were not working. We wasted too much time searching for functional games, which is not ideal when trying to make a child's birthday special.?The machine issues were compounded by unhelpful staff. Many employees seemed preoccupied with their phones rather than assisting customers. When we did get their attention, they often lacked knowledge about the games or how to fix problems. It truly felt like there was no management on duty, explaining many of the issues.?Your policy regarding broken machines was particularly baffling. Instead of simply issuing credits, we were forced to watch employees attempt physical repairs, wasting our precious time. This is unacceptable when paying for time and fun, especially with a 6-year-old.?Our family has had many positive experiences at other arcades like ***************, where machines are well-maintained, staff is attentive, and issues are resolved quickly with immediate credits. The contrast in service levels is shocking. *************** clearly prioritizes customer enjoyment.?Our first ********************* visit was a complete letdown and a waste of our time and money. What should have been a joyful birthday celebration turned into a frustrating exercise. I sincerely hope you address these significant operational and staffing issues.

  Business Response

  Date: 08/18/2025

  Hello,

  I apologize for the bad experience. While I cannot reimburse you the cost from the day you came, I can help you have a much better experience if you wish to come back. I am a new manager at this location and trying to improve things for the better. We are addressing the issues with phone usage, and we have outside help to get as many games up and running as possible. If you are interested in coming back than please reach out to our store through our phone number listed online and I will be more than happy to discuss options I have at my disposal to ensure you have a great time.

  Customer Answer

  Date: 08/19/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23678527
  
  I am rejecting this response because:

  You could do more then just say you can't reimburse us. You could personally reach out. You have my phone number and address. To just tell me to call the store isn't very good customer service. I would think we deserve more than that. You could even email if you don't want to call or mail something. I feel as the manager you definitely have more options at your disposal.
  
  
  Regards,
  
  ******* *****