Complaints

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

close

Find a Location

Dave & Buster's has 53 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Dave & Buster's

  2481 Manana Dr Dallas, TX 75220-1203

• 

  Dave & Buster's

  8021 Walnut Hill Lane Dallas, TX 75231

• 

  Dave & Buster's

  10727 Composite Dr. Dallas, TX 75220

• 

  Dave & Busters

  234 West 42nd Street New York, NY 10036

• 

  Dave and Busters

  261 Airport Plaza Blvd Farmingdale, NY 11735

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:07/15/2025

  Type:Product 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.

  The company has misleading promotions for their summer pass which clearly advertises unlimited games. I purchased a pass while at the ************* location and the first game I went to play with my daughter did not work. I asked an employee why it didn't work and then it was explained to me that the pass is in fact limited and only works on certain machines. I immediately asked for a refund which the employee said she cannot do. I asked for a manager who said they cannot help me either. I was provided a phone number to call which also refused to provide me with a refund. I asked for a supervisor, they stated they would have to reach back out to me via email. This all occurred within the first day of me purchasing the pass. Within two days I receive an email back with the same unacceptable response stating they cannot help me. This company should not be allowed to use unlimited games in their advertising when in fact them games are limited. They should also be refunding the customers they have taken advantage of. I am sure this deceptive advertising has and will continue to take advantage of customers. The least they can do is change their advertising and refund those of us unsatisfied with the complete lack of empathy and unwillingness to make things right on behalf of their customers. They took $99.99 from me based on misleading information and it simply isn't right. I have included a photo of the option I chose which clearly does not inform customers that certain games are excluded from the offer.

  Business Response

  Date: 07/16/2025

  Dear Reader,

  Thank you for the opportunity to respond to Mr. ******** concerns.
  
  We are genuinely sorry to hear of the disappointment surrounding his recent purchase of a Summer Season Pass at our ************* location. Our goal is always to provide fun, memorable experiences for our guests, and we regret that this visit did not meet those expectations.
  
  Regarding the concerns about our promotional messaging, we want to clarify that the Summer Season Pass includes unlimited game play, but as outlined in the offers Terms and Conditions, some game types are excluded from the promotion. These exclusions include certain prize, ticket, virtual reality, and specialty games. We make every effort to communicate these details clearly to our guests. This information is disclosed online during the purchase process and guests are required to accept the Terms and Conditions before completing their transaction.
  
  In Mr. ******** case, our records indicate that he initially attempted to purchase the Summer Season Pass online on May 28, 2025, in two separate transactions. While both of those transactions were declined, he would have been required to check a box acknowledging the Terms and Conditions prior to proceeding to payment, confirming his awareness of the pass limitations.
  
  We understand that Mr. ******* requested a refund shortly after his successful purchase at the store location. While we always aim to resolve concerns with empathy and care, the Summer Season Pass is a non-refundable promotional offer, a policy that is consistently stated in the Terms and Conditions. Our team at the location, as well as our Guest Relations representatives, followed standard procedures in addressing this concern and reiterated this policy during follow-up communication.
  
  We appreciate Mr. ******** feedback and will share it with our internal teams as we continuously evaluate ways to improve both our guest experience and promotional clarity. We regret that this resolution may not align with his expectations, but we do stand by the fairness and transparency of the information provided at the time of purchase.
  
  Thank you again for the opportunity to address this matter.
  
  Best regards,

  Dot *****
  Manager, Guest Experience
  **** & ******** * Main Event

  Customer Answer

  Date: 07/16/2025

  I am rejecting this response because:   The advertising is misleading and burying information in the fine print does not make it ok or acceptable for consumers. Saying games are unlimited in your advertising and then literally limiting the games is not a fair business practice. The company should be held accountable for misleading information to consumers and actively offer refunds for those they have swindled. The company can also see that I have not attempted to use the summer pass card since that initial day so I am not out to take advantage of their corporation. I simply want them to provide me with a refund and to stop their misleading advertisements.

  Business Response

  Date: 07/17/2025

  Dear Reader,

  Thank you again for the opportunity to follow up on Mr. ******** concerns.
  
  We truly regret that he remains dissatisfied with his experience and want to again express our sincere apologies for any frustration caused. Its always our intention for guests to feel confident and informed in their purchases, and we appreciate the opportunity to clarify any misunderstandings.
  
  While we understand Mr. ********* perspective regarding the promotional language, we respectfully maintain that the Summer Season Pass offer is not misleading. The pass provides unlimited play on a wide variety of games, and any exclusionssuch as ticket, prize, and virtual reality gamesare clearly outlined in the promotional Terms and Conditions, FAQs, and store signage. These details are presented to ensure transparency and allow guests to make an informed decision before completing their purchase.
  
  As noted previously, guests must actively accept these Terms and Conditions during the online checkout process, and our system confirms that Mr. ******* acknowledged them during his attempts to purchase the pass. We recognize that he ultimately completed his purchase in-store, and we make every effort to ensure that the same disclosures are presented and understood at our locations.
  
  While we do understand Mr. ******** request and the fact that the pass remains unused, the Summer Season Pass is a non-refundable promotional product, and that policy is consistently upheld across all guest interactions in the interest of fairness. We recognize this may not be the resolution he was hoping for, but we hope he can appreciate that our team has followed the appropriate policies with care and respect.
  
  We do genuinely appreciate Mr. ******* taking the time to share his feedback, and weve shared his concerns internally for continued review as we strive to deliver the best possible guest experience.
  
  Best regards,
  
  Dot *****
  Manager, Guest Experience
  **** & ******** * Main Event

  Customer Answer

  Date: 07/19/2025

  I am rejecting this response because, as stated previously: The advertising is misleading and burying information in the fine print does not make it ok or acceptable for consumers. Saying games are unlimited in your advertising and then literally limiting the games is not a fair business practice. The company should be held accountable for misleading information to consumers and actively offer refunds for those they have swindled. The company can also see that I have not attempted to use the summer pass card since that initial day so I am not out to take advantage of their corporation. I simply want them to provide me with a refund and to stop their misleading advertisements.

  I have already submitted an example of one of your organizations misleading ads which says unlimited gameplay. Then you limited the game play. It does not get more misleading than that.

  Speak to me like a person Dot and stop with the canned corporate responses. Did you read all the T&Cs when you bought that last smart phone purchase? I bet you didn't. Nor have you likely ever read any of them in your lifetime because you're most likely an average, normal person and not a lawyer. What if you bought one of those smartphones that flip open and they advertised to you that it flips to open and folds up in your pocket and that was the main purpose of you choosing to buy that smartphone. Then when you get it, it only flips sometimes, and most of the time you cant fold it up and put it in your pocket. Then you contact the manufacturer and they say, well, yes it does say unlimited flips, however, in our terms and conditions we did mention that the flips are only unlimited on Sundays and Mondays and the rest of the time, your phone will not be able to flip. And we can see here that you did accept these terms and conditions on this date at this time.  But those Sundays and Mondays totally unlimited flips so please enjoy!

  How would that make you feel? Would you not feel like you were mislead? Would you have any good will towards that organization? Would you be ok with not getting a refund? Perhaps after reading this maybe you can understand where I am coming from and can convince someone to do what's right by your customer, though, I fully expected another canned lawyered up response. 

• Initial Complaint

  Date:06/29/2025

  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 bought an unrestricted summer pass for $150 as sold to us as unrestricted, unlimited. Well, they should tell you that there are venue entrance fees that may be charged at $5/ adult. This is not disclosed anywhere except when you attempt to go inside. What about my unrestricted pass that says I have weekend access w/ no restriction to blackout dates?

  Business Response

  Date: 06/30/2025

  Dear Reader,

  Thank you for the opportunity to respond to the concerns regarding their recent experience with the **** & Busters Summer Season Pass.
  
  We are very sorry to hear about the frustration experienced and sincerely appreciate the guest taking the time to share this feedback. We understand how disappointing it can be when an experience doesnt align with expectations, and wed like to provide some clarification.
  
  The **** & Busters Platinum Summer Season Pass offers guests unlimited gameplay and weekend access with no blackout dates, as advertised. However, there are occasional venue-specific cover charges that may apply during special events, such as Pay-Per-View (PPV) fight nights. These cover charges are not part of the Summer Season Pass program and are not covered by the pass itself.
  
  We do our best to disclose this information on our website, where guests can also check in advance to see if their local venue has a cover charge scheduled. That said, we understand the guests frustration if this detail was not clearly communicated during their visit and regret any confusion that may have resulted.
  
  The terms and conditions of the Summer Season Pass, including its non-refundable nature, were presented at the time of purchase. While we are unable to offer a refund, we are more than willing to answer any additional questions and explore alternative ways to ensure the guest has a more enjoyable experience in the future.
  
  We truly value and appreciate the feedback, which helps us improve communication and guest satisfaction moving forward.
  
  Warm regards,
  
  Dot *****
  Manager, Guest Experience
  **** & Buster's

• Initial Complaint

  Date:06/21/2025

  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.

  On Wednesday June 18 at approximately 8:30pm my family and I were present at the ************* location for our 3 year old's birthday. I swiped my debit card totaling $229 and it declined. It was swiped twice more and also declined. I checked my account and there were three pending charges from **** and ******* Despite these charges being authorized the manager ***** ******* stated they only saw the declines on their end. We showed **** the pending transactions and she stated they 'usually' fall off In 2 days when this happens. Despite being charged 3 pending transactions we still had to use another card to satisfy the bill. Three day later the charges Are still pending and the my bank ***** wont release it . The bank advised us to tell the manager to cancel out the pending transactions. When we called back we were advised by the general manager that they couldn't do that or issue any refund Or help further and referred us to the bank. We called back again and advised it had been three days and the charges were still pending. We asked for a giftcard or Comp for the inconvenience and the manager ( not *****) stated she was not authorized to help any further and she stated she would have the ** call and he never did. The $800 plus dollars on hold has caused a huge inconvenience for our family and caused our bills to be late. **** and ****** provided very very little assistance with resolving this. We want our money back asap. We have requested that ***** ******** the ** call us for assistance but he has not reached out. Our bank has advised us they must cancel the charges by contacting **** directly, or they will be on hold for 6 business days. Please someone help us, this has caused financial hardship for our family, and has caused our car note to be late. Today we returned back to **** and ****** and were given two gift cards which we appreciate but we need the holds to be released

  Business Response

  Date: 06/30/2025

  Dear Reader,

  Thank you for the opportunity to respond to this matter.
  
  We are truly sorry for the frustration and inconvenience this guest and their family experienced during their visit to our **********, ** location. We understand how upsetting it must have been to face multiple authorization holds on a special evening meant to celebrate a childs birthday.
  
  Unfortunately, when a debit or credit card is declined on our end but appears as a pending charge on the guests statement, it typically indicates a temporary authorization hold rather than a completed transaction. These holds are initiated by the guests financial institution and, while they usually fall off within 25 business days, the timing can vary based on the banks internal policies. We want to be clear that **** & Busters does not have the ability to cancel or expedite the removal of these holds, nor can we communicate directly with a guests financial institution to release them. We recognize how limiting this can feel, especially when the funds are significant and affect a family's financial flexibility.
  
  That said, were grateful that our store leadership took additional steps to try to make things right by providing gift cards for the inconvenience. Our Guest Relations team also received confirmation from Mr. ****** that the issue has since been resolved to their satisfaction.
  
  Given the current status and resolution, we respectfully request that this case be closed.
  
  Best regards,
  
  Dot *****
  Manager, Guest Relations
  **** & ******** * Main Event

• Initial Complaint

  Date:06/12/2025

  Type:Product 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.

  Better customer service when visiting the establishment. The few times we visited we had to wait over and hour just to get service by the bar area . We notified the store manager and nothing was solved to correct the problem . The employees where just seen standing around and doing nothing to sever there customers

  Business Response

  Date: 06/17/2025

  Dear Reader:
  
  Thank you for bringing Mr. Estrada’s concerns to our attention.
  
  We are sincerely sorry that his experience at our El Paso location did not meet expectations. We take guest feedback seriously and aim to provide prompt, attentive service at all times. Waiting over an hour for service, especially after speaking with a manager, is certainly not the level of hospitality we strive to deliver.
  
  Please know that we have shared Mr. Estrada’s comments directly with the local leadership team in El Paso so they can address the matter with their staff and take steps to ensure improvements are made.
  
  Additionally, we made multiple attempts to reach Mr. Estrada by both phone and email to personally apologize and better understand the situation, but unfortunately, we have not received a response. Should he choose to reconnect with us, we remain open and committed to listening.
  
  At this time, we respectfully request that this matter be considered closed.
  
  Warm regards,
  
  Dot Weber
  Manager, Guest Experience
  Dave & Buster's | Main Event

• Initial Complaint

  Date:06/03/2025

  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.

  Multiple issues. They introduce something called a summer pass and the pass gave you unlimited play with 1 swipe per 30 seconds. Today I found out they decided to raise the wait time after the pass was already purchased. I could see doing that for new passes, but to sell an item then change the conditions on it just seems wrong. Also, I've reached out to the company previously about how there was a flaw in the ticket system and it cost myself thousands and thousands of tickets. I lost 8-10 thousand tickets in a single day because there was an issue with the programming. Turns out they knew about this and weren't in a hurry to fix it because it was an error in their favor. The amount I'd be disputing would be hard to put down since the missing tickets is tough to put a price on since I don't know the price exact amount of tickets I lost due to their system, but I'll go ahead and put down the dollar amount that I'd have to pay **** and busters to buy the tickets from them. I lost ***** in a single day but I go, or used to go, 3-4 times a week and I know for a fact the issue with the ticketing payouts went on for a minimum of 2 months. Let's say I went 3 times a week and lost ***** a day. Which is way on the low side. That would be a total of ****** tickets. From what the sell tickets at, it would be $960.00

  Business Response

  Date: 06/16/2025

  Dear Reader:
  
  Thank you for the opportunity to respond to the concerns raised by our guest.
  
  We sincerely regret any disappointment experienced, and we understand how frustrating it can be when an expectation doesn’t match the actual outcome. At Dave & Buster’s, we strive to deliver consistent value and fun for all our guests, and we appreciate the chance to clarify the situation.
  
  First, regarding the Summer Season Pass: On June 3rd, we made a system-wide adjustment to the swipe delay time, changing it from 30 seconds to 45 seconds. This change was necessary to help prevent misuse and sharing of the pass, which undermines the intended single-user benefit. We understand the guest's perspective and agree that it would have been ideal to avoid making changes mid-season. However, because this update was required to preserve the value and fairness of the program for all users, it was applied across all passes, regardless of purchase date.
  
  As for the ticket dispute, we did previously receive outreach from the guest regarding lost tickets. A representative attempted to follow up to gather more information and documentation in order to investigate thoroughly. Unfortunately, we did not receive a response or evidence that would allow us to verify the loss. We remain open to reviewing this matter further if the guest is able to provide transaction records, Power Card numbers, or other supporting details.
  
  We value this guest and are truly sorry to hear that their experience did not meet expectations. Based on the information currently available and the outreach we’ve attempted, we respectfully request that this matter be considered resolved.
  
  Best regards,
  
  Dot Weber
  Manager, Guest Experience
  Dave & Buster's

• Initial Complaint

  Date:05/28/2025

  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.

  On Sunday 5/25/25 I purchased the Platinum Pass at D&B in **********, ****. On Monday my wife ended up having to go to ********** to have emergency outpatient surgery, so we decided to go ahead and go back to **** and Busters to earn our tickets for the week. We visited the ********, KY D&B. We had no issue scanning the card and starting a game but instead of earning tickets it said "tickets max". We didn't find anyone at the host stand so we went over to the prize counter. The person there said we needed to activate the pass each time. They attempted to do so; but said our card wasn't associated with our Pass. They told us we needed to go to the bar and have them get a manager. The bar employee told us that the reason we weren't getting tickets was that it reset on Sunday and not Monday. I showed them the *** that stated it reset on Monday. They got the bar manager and they said that I needed to switch to a new card and went to get another manager. The manager came over and told us that it was due to us having purchased the pass the day before and it being less than 24 hours and that we couldn't roll over tickets or it would use the 2,000-ticket cap. They were nice enough to go ahead and credit us the 2000 tickets for the week and told us to reach out to **** and Busters guest services. I did call **** and Busters ************** on Tuesday 5/26/25 while my wife was at the doctor. I am a bit concerned that I was told everything is good on **** and Busters and that if I continue to have issues that they just need to transfer the Platinum Pass to a new card. I am grateful that the employees were friendly while trying to resolve this issue. But I feel like the information I've received has been kind of all over the place and we're ending up experiencing significant stress with something that should be relatively simple. The pass was purchased as a way to help with stress due to health issues, and it's so far not been the best experience.

  Business Response

  Date: 06/11/2025

  Dear Reader,

  We truly appreciate Mr. ****** taking the time to share everything experienced. We're very sorry for all the confusion and frustration Mr. ****** encountered while trying to enjoy the Summer Season Platinum Pass.
  
  We do sincerely apologize for the issues Mr. ****** faced when trying to play games. Due to a glitch related to the holiday weekend, the pass unfortunately reset on Sunday instead of Monday. We understand how this impacted Mr. ******** experience, and we want to assure you that this issue has since been identified and correctedit will not be a problem going forward.
  
  We're glad to hear that the team at the ******** location was able to assist Mr. ****** and credit the ***** tickets. Mr. ******** feedback is incredibly important to us, and it has been shared with our internal teams so we can continue to improve how we support guests like Mr. *******
  
  Warm regards,
  
  Dot *****
  Manager, Guest Experience
  **** & ******** * Main Event

• Initial Complaint

  Date:05/27/2025

  Type:Billing Issues
  Status:

  ResolvedMore 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 went to Dave&Busters *********** location on ******** for a kids birthday party. Upon arrival I went to load money on the power card with my friend, I paid $33 and the funds were taken from my Apple Pay but seconds after the Kiosk showed an error, yet the funds were taken from my account. So we went to the Desk, and although the receipt says ******* a gentleman us and told us the card had no funds . So, we decided to get a new card and loaded MORE money, and I paid using Apple Pay with the amount being $36 this time at 3:56 PM I want to say. So I go back to load more money around 5:27 PM but this time I paid in Cash . I reached out, and spoke with ****** ******* . She wasnt a help at all. She explained how I made two purchases . Which is correct, and wasnt the Issue. The issue Is the amount of $33 that was taken from my account when their machine was messing up. She has yet to be any help with the issue, but I honestly think she doesnt understand that I was Charged an amount on my card, and yet nothing went on to the Power card ( the charge at 3:53 pm ) . Hopefully someone that understands can actually help me, because Im getting frustrated .

  Customer Answer

  Date: 05/27/2025

  They finally reached out and refunded my money . Thank you 

  Business Response

  Date: 05/28/2025

  Dear Reader,
  
  We are writing in response to a complaint submitted by a guest regarding a visit to our ***********, ** location on May 24th, during which the guest experienced difficulty loading funds onto a Power Card using a self-service kiosk.
  
  According to the guest, a $33 charge was processed via Apple Pay, but the kiosk displayed an error and no funds were loaded onto the Power Card. Our guest service team was informed, and while there was some initial confusion, we would like to confirm that this matter has since been thoroughly investigated and resolved. The disputed $33 charge was refunded to the guest, and a confirmation of the refund was sent via email. The guest has acknowledged receipt of that communication.
  
  At **** & Busters, we take guest concerns seriously and are committed to ensuring every guest has a positive and fair experience. We regret any frustration this guest may have felt and appreciate the opportunity to make things right.
  
  We respectfully request that this case be closed as resolved.
  
  Best regards,
  
  Dot *****
  Manager, Guest Experience
  **** & ******** * Main Event
  

• Initial Complaint

  Date:05/13/2025

  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.

  May 12th 2025 - I was working with **** and ******** ********** location to arrange corporate event. Event manager ******* confirmed in contract that we can do event with 50 people. I received contract as well but I didnt finalize it because I had to work on pricing. I did send out invite as well to all senior leadership people with location. And then ******* called me and said sorry bowling lanes are full for that day. There was a system glitch. Which is very very terrible experience. terrible experience. I am glad they said that before I am paying half amount of the event. Now I need to find another place with same experience to keep less impact on myself. Also no regrets from her hide that she did mistake. no complimentory stuff no pricing change.

  Business Response

  Date: 05/28/2025

  Dear Reader,
  
  Thank you for the opportunity to respond to the complaint submitted on May 12, 2025, regarding a corporate event inquiry at our **********, ******* location.
  
  First and foremost, we sincerely regret the inconvenience and disappointment the guest experienced while working with our team to plan her event. We understand the importance of creating a seamless and enjoyable planning process, especially when organizing an event for senior leadership, and we recognize the impact our error had on the guest's efforts.
  
  To clarify the timeline of events: the guest had initially inquired about holding a corporate event with approximately 50 attendees. Our Event Manager, *******, worked closely with her to explore options and provided a contract for review. At that point, no contract had been signed, and no deposit had been paid, as the guest was still evaluating pricing and availability.
  
  Subsequently, the guest requested a change in the event date. During this time, due to a system error, ******* inadvertently confirmed the availability of bowling lanes on the new date. Unfortunately, those lanes had already been reserved by a longstanding client with a confirmed and contracted event. Once the error was identified, ******* promptly contacted the guest to inform her of the unavailability.
  Our General Manager also followed up with the guest directly, offering sincere apologies and multiple compensation options, including:
  
  Free room rental
  Complimentary unlimited game play Powercards
  Complimentary sodas for the group
  Alternative dates where bowling would be available
  
  We genuinely hoped these options would allow us to still host her group and deliver a great experience. However, we understand the guest had already distributed invitations with the location details and was unable to consider alternative dates or experiences. We truly empathize with the frustration this caused and again express our sincere apologies.
  
  While no formal agreement had been finalized, we acknowledge our role in the miscommunication and made every effort to make it right. We regret that the outcome did not meet the guests expectations, but we appreciate her feedback and have shared this incident with our teams to prevent similar occurrences in the future.
  
  We remain committed to delivering exceptional guest experiences and would welcome the opportunity to work with her again in the future should she consider **** & Busters for an event.
  
  Best regards,

  Dot *****
  Manager, Guest Experience 
  **** & Buster's

• Initial Complaint

  Date:05/05/2025

  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.

  First of all, the main menu does not have prices of alcoholic drinks. There are many choices, but guests are left guessing on the price of cocktails and beers. The main complaint is that when looking at the cocktails, the cocktails I was served were very different. I was excited about a drink I ordered, but when it came, it was missing the garnish. The cocktail was supposed to have blue sugar on the rim. It did not. My cocktail was also pictured to have a dry orange and that was missing as well. This is complete false advertising. These cocktails are very expensive and so the least they can do is present them as they are shown in the picture. I asked for two different cocktails and both did not look like the pictures. I complained to the waitress and she said that they were usually out of the ingredients for the cocktails. So the manager is not doing his job when it comes to ordering what is needed for the cocktails to look like the pictures. Also people should know the prices of all the cocktails, beer and wine on the menu.

  Business Response

  Date: 05/15/2025

  Dear Reader,

  Thank you for taking the time to share Ms. *********** feedback and for bringing this matter to our attention. We sincerely regret that her recent experience did not meet her expectationsor our standards.
  
  We understand Ms. *********** frustration regarding the absence of drink prices on our main menu and the inconsistency between the cocktails you ordered and how they were presented in our menu images. Guests should never be left guessing about prices, and Ms. *********** point about transparency is well taken. Weve shared this concern with our corporate beverage team for review, and were exploring ways to ensure pricing is more readily available moving forward.
  
  Regarding the presentation of Ms. *********** cocktails, we agree that the advertised garnishes are a part of the appealand the experience. Its disappointing to hear that essential elements like the blue sugar rim and dried orange garnish were missing, and even more so to learn that this has become a recurring issue due to unavailable ingredients. That is not acceptable, and its something were actively addressing with the locations management team. Proper inventory management and menu accuracy are critical, and your feedback has prompted a review of current practices to ensure greater consistency.
  
  We truly appreciate Ms. *********** patience and willingness to share this feedback. Its only through hearing from our guests that we can identify areas needing improvement. We hope Ms. ********* will consider giving us another chance to deliver the kind of visit expectedand deserved.
  
  Best regards,
  
  Dot *****
  Manager, Guest Experience
  **** & Buster's

• Initial Complaint

  Date:04/17/2025

  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.

  Im writing to express my deep concern and disappointment regarding a serious incident that occurred during my visit to Dave & Busters Gateway in ******** yesterday. While walking through the game area, an unstable and heavy game fixture fell directly on my legs. The impact left me in immediate painI tried to walk it off but had to keep stopping to rub my legs. Eventually, I sat down and noticed I was bleeding through my jeans. Upon further inspection, I found a gash, bruising, and swelling.I was taken to the emergency room and diagnosed with a bone contusion. I also had to receive a tetanus shot due to the injury. As a dance teacher and studio owner, this injury has forced me to cancel classesaffecting not only my health but my livelihood.The most troubling part of this experience was how poorly it was handled by the on-site manager. I received minimal assistancea single piece of gauzeand had to practically beg for further support. The manager left the scene, claimed he was handling other things, and when asked about an incident report, refused to let me see it. He also documented the incident incorrectly. There are cameras directly above the game that captured everything, and I urge you to review the footage.Whats more alarming is that the game was not removed or secured after my injury. It remains a hazardespecially to children. This could have easily resulted in a concussion or worse for someone smaller.While I am seriously considering legal action, I wanted to reach out to corporate first. I need my legs to work and live. I believe this warrants immediate attention and appropriate compensation. I am requesting that this matter be addressed quickly and responsibly before another person is hurt.

  Customer Answer

  Date: 04/22/2025

  Additional photos of bruising that appeared after incident. 

  Business Response

  Date: 04/24/2025

  Dear Reader,
  
  Thank you for bringing Ms. ********* concerns to our attention regarding her recent visit to the **** & Busters Gateway location in ********* We want to start by expressing our sincere apologies to Ms. ******** for the distressing experience she endured and the injuries she sustained during her visit. The safety and well-being of our guests is of the utmost importance to us, and we take incidents of this nature very seriously.
  
  Immediately upon receiving Ms. ********* report, we collected all available documentation, including the incident report and the photos she provided. These materials were promptly submitted to our insurance carrier to ensure that her claim is reviewed and handled through the proper channels. Our insurance adjuster will serve as the primary point of contact moving forward to address her medical and any related concerns.
  
  While we are currently unable to speak to the details of the ongoing insurance process, we understand and empathize with the physical and emotional impact this incident has had on Ms. ********* We are also actively reviewing the circumstances surrounding the reported equipment failure and the conduct of our team members to determine what corrective actions may be necessary. As a precautionary measure, our local management team has been directed to reassess the area in question to ensure all equipment is safe, secure, and does not pose a further risk to guests.
  
  Ms. ******** has been informed that once an adjuster is assigned to her case, she will receive their contact information directly. In the meantime, we remain committed to cooperating fully with the insurance investigation and any additional follow-up necessary.
  
  We appreciate the opportunity to respond and assure you and Ms. ******** that this matter is being treated with the seriousness and urgency it deserves.
  
  Warm regards,
  
  Dot *****
  Manager, Guest Experience
  **** & ******** * Main Event

  Customer Answer

  Date: 04/27/2025

  Dear Better Business Bureau,
  Thank you for providing **** & Busters response regarding my complaint.
  While I appreciate their acknowledgment of my injuries and their stated commitment to safety, I would like to note that it has now been almost two weeks since the incident, and I have not been contacted by an insurance adjuster as indicated. Additionally, when I initially reported my injury at the Gateway location, the management team appeared largely unconcerned, did not take down my contact information, and offered minimal assistance. I ultimately had to reach out through the **** & Busters website to ensure the incident was properly reported.
  At this point, I will await further communication from the insurance carrier as **** & Busters indicated. I hope for a timely and fair resolution but wanted to ensure that the circumstances following the incident were made clear for the record. Not sure if I should click "accept their response" or "reject their response" since i haven't heard from them yet.
  Thank you for your continued assistance.
  Sincerely,
  **** ********