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.

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  Dave & Buster's

  2481 Manana Dr Dallas, TX 75220-1203

• 

  Dave & Busters

  100 Buckland Hills Dr Manchester, CT 06042

• 

  Dave & Buster's of Philadelphia

  325 N Columbus Blvd Pier 19 Pier 19 North Philadelphia, PA 19106

• 

  Dave & Buster's

  1995 Franklin Mills Cir Philadelphia, PA 19154

• 

  Dave & Buster's

  2100 Hamilton Place Blvd STE 200 Chattanooga, TN 37421

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:03/21/2023

  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.

  I have tried to connect to a representative numerous times over the phone but without success in the past few business days so hopefully I can grab someone's attention here. I am reaching out because I have made a brand new digital power card purchase on Nov 4, 2022 (transaction ID mskfamrh) and made a request at the desk to migrate all of my existing tickets to this brand new card as I no longer wanted to carry a physical card with me. I was informed the process would take 24 hours to complete and everything will be ported over at the ******** prize redemption desk. Fast forward to last weekend, I went to the ******** store location to play games and I found out that my entire chips from the new digital purchase has disappeared and the old card still remained. Upon talking to someone at the customer service desk, they verified that the ticket was transferred over to a new card, however my entire chip balance has disappeared except .2 chips (I believe this is the actual balance I had on this physical card). I tried seeking for more help, however I was refused as they were busy handling other customers. I would greatly appreciate it if someone can help me restore my 765 chips I had on my brand new card (paid $103). It's frustrating as I am unable to get help from anyone for this error that should be rectified. Please let me know how I can help to expedite.1. My old physical card # is xxxxxx and according to my app, it's currently showing to have .2 chips and ***** tickets. This is the card I originally wanted to move my entire *************** from.2. According to the receipt on the app, the new digital power card # is xxxxxx. The card was purchased on 11/4/22 at 5:19PM at the ********, ** store. Transaction ID is mskfamrh. I have paid $103 total (card activation *********** This is the card I wanted to move my entire ************* balance to.Please reach out for the power card #s as I do not wish to reveal them to public.

  Business Response

  Date: 04/05/2023

  On 4/5/23, the following email was sent to the guest in response to their complaint:

   

  Hello Don,
  
  Thank you for contacting ** and we apologize for the issues you experienced while trying to transfer your physical power card to your new digital card on the D&B mobile app. It appears that the transfer was successful, however, a rare glitch occurred where the power card was roamed to both, ******** and ******** locations when it should have only been roamed to one specific location, and this confused the internal system on the actual power card balance. We have fixed the issue and the 765 gameplay chips that were purchased on 11/4/23 should now reflect on your mobile app. We have also added some additional gameplay chips to that balance as a gesture of good will, in the hopes of offsetting your inconvenience.
  
  Be sure to to refresh your mobile app but don't hesitate to reply back to this email with a screen shot of the balance if you continue to find it to be in error. Thank you for your assistance and we hope you will join us again us soon.
  
  Sincerely,
  
  ***********************
  **** and Busters
  Guest Relations

  Customer Answer

  Date: 04/05/2023

  Hello ****,
  
  
  Thank you for reaching out. I was starting to lose hope as no one returned my call or email in the past few weeks. I checked and I am still not seeing the aforementioned balance on my account. Please advise the screenshot.
  
  
  Is it possible to just refund me the payment I've paid? I don't think I am ready to tackle additional hurdles to fix this issue given how much I've gone through with D&B. 
  
  
  Thanks,
  
  
  Don

• Initial Complaint

  Date:03/09/2023

  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.

  I am a college student that was visiting my home town around seven hours from school for spring break, decided to go to **** and busters for some fun. While in the *******, ******** location around 9pm on March 8th. I downloaded the app and attempted to create a powercard and add funds to said card, I tried multiple times via apple pay everytime getting an error from both apple pay and the app. The error stated that my transaction could not be processed at this time. Fine, I go pay with my debit card and open a powercard. I woke up this morning with a warning from my bank about a low balence. Checking my bank account it would apear that I had 3 total charges of 38 dollars to the account. Looking closer it looks like the app created 2 seperate power cards and charged me. Going against what the app and my bank on apple wallet told me. I would like to have these transactions refunded since I am a college student that is very low on funds right now. I am not sure who I need to get into contact with but felt this might be the right place to check. I have recipets from the apple and my bank account which are listed below. Once again not entirely sure how it happend but my account was tripple charged and created 3 powercards when I only wanted to have 1.

  Business Response

  Date: 03/29/2023

  On 3/29/23, the following email was sent to the guest in response to their complaint:

   

  Hello Max,
  
  Thank you for contacting us and we apologize for the delayed reply to your inquiry. In going over your mobile app payment history, our records reflect that two charges of $38.00 were made through your **** and Busters mobile app on 3/8/23. Both charges were purchases of a digital power card and we can confirm that two power cards were added to your account profile. We have attached this information for you to review, but the mobile app should have only charged you for $38.00 once as opposed to twice. 
  
  If you are able to reply back to this email with the following information:
  
  Last four digits of the debit/credit card used to make the transaction 
  
  Type of card ************************* Express)
  
  Card expiration (month & year)
  
  Once we have acquired these details, we will be happy to submit a refund request to our accounting team for the additional $38.00 charge. Thank you for your assistance and we look forward to your reply.
  
  Sincerely,
  
  ***********************
  **** and Busters
  Guest Relations

• Initial Complaint

  Date:03/07/2023

  Type:Product 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 had my daughters 15th birthday party at Dave & Busters on March 4,2023 @ 3pm. The food was cold. The server was attentive. I couldn't find her half the time. She didn't help with the cake. My child and her friends asked her for a liter and we dang happy birthday. She wasn't around to take drink orders as well as she kept forgetting my daughters name. I reached out to the location in ********* and spoke with *****. He advised no refund but BOGO. Why would I spend more money at place where the service and food was terrible to come back?

  Business Response

  Date: 05/17/2024

  Dear Reader,
  
  I hope this email finds you well. We want to express our sincere regret for the delay in responding to the complaint regarding **************' recent visit to **** & Busters *********. We appreciate you bringing this matter to our attention and allowing us the opportunity to address it.
  
  At **** & ******'s, we take guest feedback very seriously, and upon receiving your notification, we immediately initiated an investigation into the matter. I personally spoke with the General Manager of our ********* location, and together, we conducted a thorough review of the circumstances surrounding **************' concerns.
  
  Our investigation revealed that ************** did indeed address her concerns with our store management. While a cash refund was not provided, we understand the importance of ensuring customer satisfaction. Therefore, ************** was offered Be Our Guest certificates as well as gameplay on our Powercards to be used on a future visit. We will continue to extend this offer to ************** for a period of 30 days from the date of this reply. Should she wish to take us up on the offer or discuss further, ************** can contact our Guest Relations team at ************.
  
  **************' feedback is invaluable to us as we strive to deliver an unparalleled guest experience, encompassing the best combination of food, drinks, and games. We sincerely hope that Ms. **********;decides to join us again soon so that we may have the opportunity to exceed her expectations.
  
  Once again, please accept our apologies for any inconvenience caused, and thank you for your assistance in resolving this matter. If you have any further questions or concerns, please do not hesitate to contact me directly.
  
  Thank you for your understanding and cooperation.
  
  Sincerely,
  
  **************
  Supervisor, Guest Relations
  **** & ******'s

  Customer Answer

  Date: 05/17/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:03/03/2023

  Type:Billing 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.

  Jan 15, 2023: **** and Buster Brooklyn ** A charge of ****** was taken from checking account when someone stole my account information. The card was in my possession and immediately I flagged the transaction as fraud X2 and called my banking institution to stop it.I have tried to work with ***** at the location address Brooklyn ** concerning fraudulent charges at their location on 1/15/23 for a total amount of $309. I live in Sc and did not visit that restaurant. I did call to report this before the transaction was completed, it took 2 days to clear the bank. He stated that it could not be stopped even during the pending state. I've called back and left messages for a manager to return my call. I have not heard back. I would like for the business to pull their security cameras so I can prove this was not me. I cannot find a customer service number that will even allow me to speak to someone in the corporate office.

  Business Response

  Date: 05/17/2024

  Dear Reader,
  
  I hope this email finds you well. I am writing to express our sincerest apologies for the delay in responding to ******************** complaint filed with your esteemed organization. We understand the importance of timely communication and resolution, and we regret any inconvenience or frustration this delay may have caused.
  
  Upon reviewing ******************** concerns, we acknowledge that a case file was indeed opened for her complaint. Our records indicate that an outbound call was made in an attempt to reach **************** to discuss her concerns further. However, we regret to inform you that we are unable to ascertain the substance of that interaction due to insufficient documentation.
  
  In her complaint, **************** mentioned that her checking account information was compromised and that she reported this matter to her financial institution. We would like to clarify that, in such cases, it is typically the responsibility of the financial institution to dispute any unauthorized transactions on behalf of the account holder.
  
  While we strive to provide excellent customer service and resolve issues promptly, we understand that there may have been shortcomings in our handling of ******************** complaint. We are committed to addressing any outstanding concerns and ensuring a satisfactory resolution for all parties involved.
  
  Once again, we apologize for the delay in our response and any inconvenience caused. Thank you for your understanding and patience as we work towards a resolution.
  
  Sincerely,
  
  **************
  Supervisor, Guest Relations
  **** & ******'s

• Initial Complaint

  Date:03/02/2023

  Type:Product 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.

  On 2/17/23 I gave a $75 gift card to the front desk to recharge an existing play card (*********). The attendant explained there would be a tax charge which I paid with my debit card. She took the gift card and then I found out a couple of days later that the full charge of around $84 was charged to my debit card. I used their contact form on their website. They seem to have reduced the charge to $45 but this still does not cover the refund.

  Business Response

  Date: 04/25/2023

  On 4/25/23, the following email was sent to the guest in response to their complaint:

   

  Hello *******,
  
  Thank you for contacting us and we sincerely apologize for the payment discrepancy you experienced while making your purchase with a gift card. If you would be so kind as to reply back to this email with the following information: Expiration Date (month & year) of the **** card ending in ****, along with a screenshot of the $87.95 being deducted from your account on 2/17/23.
  
  Once we have this information, we will be better able to assist with resolving this matter for you. Thank you for your assistance and we look forward to your reply.
  
  Sincerely,
  
  ***********************
  **** and Busters
  Guest Relations

  Customer Answer

  Date: 04/25/2023

  I have reviewed the business response and accept this resolution. The amount of the gift card has been refunded.

• Initial Complaint

  Date:02/08/2023

  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.

  On Dec 31, 2022, we attended a **E event at ************ Dave & Busters during our visit from Canada - purchased 3 reserved seating tickets from ******* ($589 CAD total). We were seated at 7:30 PM and I was mainly seated alone drinking water, while the 2 boys enjoyed the festivities. At 11 PM a large high table (seating 8 to 10) was placed directly beside our booth in the middle of the corridor and blocking the fire escape. I approached management who asked the people to move their seats so I could enter the booth. I asked the Manager to sit beside me in my booth as it was too loud to speak and explained my concerns. She responded that the table would not be moved and I should seek a refund from *******. Moments later 3 large men (security) arrived, telling me I had to leave due to yelling at management. I explained this was untrue and I could not leave because my kids were with me at the venue. Shortly after, 3 police officers arrived, and I was now accused of making racial slurs to a customer(s). This was shocking and blatantly untrue. I asked for details and was not provided any. I have still never been provided any details despite asking many times. The officer tried to smooth things over with management but was unsuccessful and we were forced to leave at 11:40 PM. The officer was very sad, and the other 2 officers told us they had no doubt we did nothing wrong but that this is the way it is in ** if management refuses service. They encouraged us to complain about the management. ******* has refused to speak to me since the incident other than sending a hurtful aggressive e-mail accusing me of a racial incident, threatening me not to go public and that the customers had made threats so he appeased them with a refund. Corporate D&B has been more understanding but have not yet provided meaningful resolution. They have offered me a gift card, but my follow up inquiries regarding the value of the gift card (ideally $589) are going unanswered.
  

  Business Response

  Date: 03/22/2023

  Business Response /* (1000, 6, 2023/02/20) */
  Our Corporate Guest Relations Team, including both, the supervisor and manager have corresponded with this guest at length regarding her incident that occurred on 12/31/22 at the ************ D&B New Year's Eve Event. After a detailed investigation into events, consisting of witness feedback, employee statements and security video footage, it had been determined the guest made racially charged comments about the ethnicity of the children of other patrons who were seated at a nearby table. The management team then had the security guards on duty ask the guest to leave the premises. When the guest refused to comply with their directives, **** was called and they escorted the guest and her party from the facility. Our camera footage also shows the guest lunging aggressively at other patrons as the police attempted to remove her from the building.
  
  It has been explained to the guest that Dave and Busters is unable to refund the amount she spent on her tickets to attend the event, as they were purchased through a third party. As a gesture of good will, the Guest Relations department did refund the guest for the amount she had spent on power cards for game play, since that purchase was made in-store and it was within our ability to do so. She was also offered to be sent a gift card in the future when she visits a different D&B location, however, an amount was never specified or agreed upon at the time and it was understood that it would be sent to her in the future upon request when she informed her guest relations contact of what location she would be visiting.
  
  Dave and Busters has worked extensively to address the guest complaint, however, any further attempts regarding her ticket refund would have to go through the third party vendor.
  
  
  Consumer Response /* (3000, 8, 2023/02/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I am disappointed in the tone of the Dave and Buster response. This does not represent a constructive attempt to resolve the situation. I will continue to focus on the facts in the hopes of achieving a mutually agreeable resolution.
  
  Contrary to what is indicated in the Dave and Buster's response, there are no witnesses to the exchange between myself and the patrons. There was noone else present or within earshot during the conversation and the camera footage would confirm this. It is untruthful for Dave and Buster's to claim that they spoke to witnesses. There are none.
  
  Regarding the new information that the racially charged comments were regarding children, my exchange with these patrons involved my anxiety over the placement of the table blocking the fire escape, thanking them for adjusting their seats and taking 3 quick photos of the table placement in response to management telling me I should complain to the ticket seller. How could any of this have to do with the ethnicity of their children? This makes no sense. My concerns had nothing to do with them or their children. I don't know why these patrons would make such a terrible and hurtful accusation - whether malicious intent, casual aggression, some sort of relationship with management, gross misunderstanding (it was very loud in the establishment). If no malicious intent, I like to think that most people would clarify and make sure of what they heard with the person, before making such a serious accusation. Particularly in an extremely loud venue where it was hard to hear. This is not an accusation that should be thrown around lightly.
  
  Regarding this newest allegation portraying me as an aggressive individual (lunging at tables), the camera footage would show myself and the boys leaving peacefully and calmly. As we were leaving, I did tell the patrons who were sitting at the neighbouring table (staring at us with puzzled looks), that I had been accused of making racial comments. I approached the table slightly so they could hear me over the loud noise. There was no aggressive lunging as has been suggested. We were also not "removed" by the officers as has been stated. We left peacefully and calmly (and very sad) with no intervention by police officers who exited behind us. My son had tears in his eyes and one of the police officers who had tried to reason with management was also very sad- again the camera footage would confirm all of this.
  
  I have now been accused by security of yelling at management, then when the police arrived, this changed to racist accusations, and now this new accusation that I aggressively lunged towards customers. I am requesting that these unsubstantiated and hurtful accusations stop. I will not be responding to any further such new accusations. This is not productive and will not resolve the situation.
  
  Regarding my own personal background, my former partner is a ******************. I work for an organization that develops diversity and inclusion programming for employees, I love children and am part of our local volunteer network for education where I volunteer my time weekly in the classroom to tutor several children including an ***** boy who I help with his French, and two new ********* in Grade 5 (one from *******, ****** and the other from the *******) to help them learn English. I speak English, French and Spanish fluently and am learning Turkish and Arabic. I attend my local community gospel church and bible study group weekly where I am involved in our outreach efforts to help local and global communities in need. I am able to provide references and photos to substantiate all of this. I hope this helps to convey why this is so personally harmful, offensive and disturbing to me and my family, particularly given that the racial allegation is regarding children. These are preposterous allegations - impossible and untrue. As mentioned in my original complaint, the officers told us they "had no doubt" we had done nothing wrong and that we should complain about management.
  
  I note that none of the camera footage throughout the evening is referenced. It would show me seated quietly, mostly by myself, drinking diet coke and water and texting with friends from approximately 7:30 PM to 11 PM. It would show me and my family smiling and interacting pleasantly and politely with the servers and security throughout the evening. It would show management coming to ask the parties to move their seats so I could enter the booth and me asking the manager to sit beside me in the booth as I explained my concerns (so I didn't have to yell over the noise) and how she and I interacted in a normal manner.
  
  The camera footage would also show the unsafe placement of the large high table blocking the fire escape at 11 PM and the subsequent intimidating actions of the D&B security and management - 3 large security officers plus 2 managers surrounding a 5 foot tall petite lone female seated quietly in the booth. It would clearly show that none of us represented a threat or behaved in any inappropriate or intimidating fashion at any time in the evening. I have noted many recent and publicly available online reviews about the aggressive and insensitive conduct of management and security at this location towards customers and families. I have not attached these, in an effort to remain constructive, however these support a pattern of behaviour at this location.
  
  The Dave and Buster's response fails to address the safety risk introduced to all patrons in the venue (blocked fire escape), nor any apology for the disregard for our comfort the large table was placed. I also don't see any evidence of the organization taking responsibility for the conduct of management in this regard. This is disappointing. As a result of the actions by management, we lost our New Year's Eve experience at ************ (the purpose of our visit) and can never get this back. Our memories will always be haunted by the terrible ordeal. An $80 reimbursement for power cards, is insufficient. I am trying to arrive at a mutual resolution that would help atone for our experience. We cannot be made to pay for the errors of others.
  
  What is the value of the gift card being offered by D&B? How can I receive it? The response still seems ambiguous and my previous e-mails in this regard to Guest Relations have gone unanswered. I have also submitted my complaint to the D&B Board of Directors and asked for the name of a more senior representative at the Corporate Office to escalate my concerns, both of which have gone unanswered. I am seeking honesty and transparency from D&B - a constructive effort that is focused on our worth as customers and does not involve further victimization of me and my family. This is my interest.
  
  I would also add that I have not posted anything on social media nor do I intend to except as a last resort if no progress can be made on a resolution. While it would alert other families to the management deficiencies, safety concerns and aggressive tendencies at the *********** and negatively impact on the D&B reputation, it would do nothing to repair the harm we experienced. The latter is my primary interest. I am hoping to take my son and his friend to a future D&B location where we might replace our negative memories of the ***************** with a more positive experience and restore our confidence in the D&B family brand. Does D&B share this interest? If so, the gift card represents a satisfactory resolution. I look forward to receiving a concrete offer of the gift card, ideally for the amount we paid for our NYE tickets (which I have confirmed through my **** statement is actually $565 CAD). I trust that D&B will see this as a fair resolution.

• Initial Complaint

  Date:12/21/2022

  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 was forced to pay 64.87 dollars gratuity for birthday party even though my contact states I can lower the amount the party waiter was rude our drinks were watery she gave us dirty Togo boxes and kept forgetting to bring things like forks and napkins etc she did not deserve a 64.87 dollar tip and I want my money back the store manager was very rude I have video recordings of our conversations to prove it and I will exercise my legal rights if I'm not refunded my money we were at the location in *********************** on 12/20/2022 our party started at 6:00 p.m.
  

  Business Response

  Date: 03/17/2023

  Business Response /* (1000, 5, 2022/12/28) */
  On 12/28/22, the following email was sent to the guest:
  
  Thank you for contacting us and I apologize for the discrepancy you experienced while hosting your recent event at our *********************** Busters location. While your gratuity is greatly appreciated by our servers and wait staff, per the signed event contract, the gratuity listed is a suggested amount based on the total event cost, but you have every right to tip more or less, based on what you feel is fair regarding the level of service you received.
  
  If you would be so kind as to reply to this email with the following information, we will be happy to refund the amount of $64.87 as a gesture of good will:
  
  - Last 4 Digits of Bank card used to pay for transaction
  - Expiration date of bank card (Month & Year)
  - Type of Card (Visa/Mastercard/American Express?)
  
  Once we receive the requested information, we will submit a refund request to our accounting department for processing. It is important to note that refunds can take up to two weeks to remit back into your account, depending on how long it takes for your bank or financial institution to clear the funds.
  
  Thank you for your assistance on the matter and we look forward to your response.
  
  
  Consumer Response /* (2000, 7, 2022/12/29) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Yes I accept the refund and have emailed my card information

• Initial Complaint

  Date:12/06/2022

  Type:Customer Service 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.

  Visited for the first time and the food was horrible. I ordered a well done burger that was pink inside, had to send that back. The Voodoo Pasta was horrible my daughter took one bite and had to send that back. The creole shrimp dip had too much bread crumbs on it even the server was shocked. I would add photos, but they took the plates. I think the only decent thing that came out right was the fish and chips and the salad. I will only be back to have my kids play games, but not to dine. spent $300 with you all and I cannot believe what happened. The quality of what that chef put out was completely unacceptable. Whoever you had working the kitchen that night should not be in the kitchen.
  
  I wish I could have taken a video or a picture of everything, but I was so upset I didn't even think about it until I started writing the letter. Although the manager on duty acknowledged the issue, he didn't seem to bothered by it, but the waitress staff did. They were actually stating that isn't normally how the dishes come out.
  
  I was planning on having my staff's Christmas party there, but that isn't going to happen. The way the economy is right now, you would think merchants would ensure they are creating an environment where people would still want to continue to spend money with your company. The money I spent was a waste because after all of that, we still had to spend money elsewhere to eat that evening.
  
  ******* responded with sorry basically, (by email by the way) didn't acknowledge anything or care enough to call me. Clearly customer service means nothing and her response explains why whoever prepared that food felt it was ok

  Business Response

  Date: 03/21/2023

  Business Response /* (1000, 7, 2022/12/28) */
  On 12/28/22, the following email was sent to the guest:
  
  "Thank you for taking the time to let us know about your recent visit. Dave & Buster's takes pride in providing our guests with great fun, excellent food, and legendary service. We appreciate your suggestion on how we can be of better service and apologize that you found our previous apology to be insufficient. As the prior submission detailing your concerns was submitted online, it is standard practice for our guest relations reps to respond via email unless specified otherwise. Please be assured that your feedback has been communicated to the appropriate individuals for review and will be addressed accordingly with the staff and management team of our Modesto location.
  
  To show our appreciation of having you as a loyal guest, I am sending an eGift (from *********) to your inbox which can be redeemed for food and/or games in hopes that you will allow us to replace your disappointing experience with a more enjoyable memory. Also, in your original submission, you mentioned that your children enjoyed coming to Dave and Busters for the games so we would be more than happy to add some additional game play to their power card balances if you would be so kind as to provide us with the 9 digit number on the back of their power card (s).
  
  Again, thank you for contacting us. Your feedback is essential so that we may consistently offer "The Best of Times" to our Guests. We look forward to your reply."
  
  As a gesture of goodwill, a $50.00 eGift is being emailed to the guest's listed email address.

• Initial Complaint

  Date:11/15/2022

  Type:Customer Service 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.

  Good evening! Today I went to Dave & busters hoping to have a pleasant experience and was met with extreme discrimination and harassment. The bartender exhibited deplorable service and when reported to the supervisor I was approached with a disdain that I do not particularly appreciate. I ordered drinks and food and did not receive any of the items that were requested with my order. I asked multiple bartenders, and still did not receive any of the items related to my request. I was harassed by management and did not receive any resolve to the underwhelming customer service that I received. This is completely unacceptable and I would like to receive a full refund for the the hassle.
  

  Business Response

  Date: 01/27/2023

  Business Response /* (1000, 7, 2022/11/30) */
  The following email was sent to Ms. ****** on 11/30/22:
  
  Dear ***,
  Thank you for taking the time to let us know about your recent visit to Dave & Buster's. We take pride in providing our Guests with great fun, excellent food, and legendary service. We also take the comments and concerns of our Guests very seriously and refer them to the appropriate individuals for review.
  
  Please be assured, Dave & Buster's does not tolerate discrimination of any kind and we are proud of our diverse workforce and clientele. Your feedback is essential so we may deliver an unparalleled Guest experience through the best combination of food, drinks, and games. If you could reply to this email with the following information, we would be happy to investigate the matter further:
  
  - Receipt from your purchase
  - Last 4 digits of bank card charged for purchase
  - Card Type (Visa/Mastercard/American Express?)
  - Card Expiration (month & year)
  
  Once we have acquired this information, we can then better assist with addressing your service concerns as we work to move forward towards an amicable resolution. Thank you for your time and we look forward to your response.
  
  Sincerely,
  
  Marc T******
  Dave and Busters
  Guest Relations

• Initial Complaint

  Date:09/20/2022

  Type:Billing 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 September 18 2022 we visited the Fresno location we bout three play cards of 35 applied the 50 dollar gift card attached and was still charged for the whole amount 114. We paid at the front counter so she did not give us a receipt no tip was included in transaction. I got charged the whole amount and card balance is at zero as well
  I have called to speak to someone and have not been able to get through also submitted to be reached on the contact us website. The last 4 of my debit card 6852 exp 08/26
  Phone number is XXX-XXX-XXXX or my wife XXX-XXX-XXXX we just want to get refunded for the extra 50 on the card

  Business Response

  Date: 11/15/2022

  Business Response /* (1000, 5, 2022/09/26) */
  Email sent to guest on 9/26/22:
  
  Hello *****,
  
  Thank you for contacting us and we apologize for any payment discrepancies you experienced during your recent visit to the Fresno Dave and Busters location. In order to better assist you we do require some additional information. Please reply back with the 9 digit numbers on the back of the power cards you purchased. Using the power card history, we should be able to pin point the time of the transaction which will be helpful in locating the check detail in our system.
  
  Also, we need to know the type of debit card ending in **** ************************* ********* Once we have these details, we will be happy to look further into the matter. Thank you for your assistance and we look forward to your reply.
  
  Sincerely,
  
  **** *******
  Dave and Busters
  Guest Relations