Business Profile

Restaurants

CEC Entertainment, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

Name: CEC Entertainment, Inc.
Address: 1707 Market Pl STE 200, Irving, TX, 75063-8049, USA
Telephone: (972) 258-8507

This profile includes complaints for CEC Entertainment, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

52 total complaints in the last 3 years.
35 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:02/08/2025
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.
We booked the 10:00 AM - 12:00 PM party slot and were told we could arrive 15 minutes early to set up. However, we were not allowed inside until 9:52 AM, and other parents (who were told they could come 30 minutes early) had been waiting since 9:30 AM. Childrens play cards were not provided until 10:17 AM, meaning we lost at least 20 minutes of the experience we paid for. Despite this delay, we were rushed out at 12:00 PM without effort to accommodate the lost time.We were given three beverage choicefruit punch, strawberry lemonade, and lemonade. We selected fruit punch, and were then told it was already out of stock. How is it possible that the first party of the day is already facing supply shortages?We purchased the most expensive package, which included gift bags for the kids and a tote bag. We received neither. We went back inside to ask about them the assistant simply said, Oops, I forgot. Furthermore:Tipping Policy: Why are guests not allowed to tip on a credit card? Cash only?Facility Conditions: The air conditioning was not working, and even employees agreed it was unbearably hot.Serious Safety Concerns: I witnessed two children nearly leave the building alone. The staff member at the door was overwhelmed, juggling entry, exit stamp checks, ice cream scooping, and security. Unacceptable staffing issue that puts children at risk.Intentional Understaffing:The venue has clearly been renovated to accommodate more parties, yet staff levels havent increased to maintain the same level of service.There is no longer personal birthday time with Chuck E. Cheesenow, all parties are lumped together for a single, impersonal birthday ******* least one game was broken and inoperable.The employee at the ticket counter initially refused to let us have the double tickets we were promised from the Ticket Blaster due to being undertrained on policies.The prize counter was severely understaffed, forcing families to wait in line for an extended time.
Business Response
Date: 02/11/2025
The guest emailed us directly over the weekend. The response below was sent yesterday requesting the party receipt to assist further.

From: Guest Relations
Sent: Monday, February 10, 2025 1:56 PM
To: MrE <***************************>
Subject: RE: [Guest Relations] [EXT] Saturday Birthday Visit for my 5yr old

Hello ,

Thank you for taking the time to email us about your recent experience. We apologize for the inconveniences and assure you these issues will be addressed immediately.

Please email us back with your receipt # which is a 5-digit number on the right hand side of the receipt under the date and time. A photo of your receipt will also work.

If you do not have your receipt, please just provide the card type and the last 4 digits of the card.

Once we locate your receipt we will be happy to assist you further. Thanks again for bringing your concerns to our attention.

Thank you,

********
Guest Relations
CEC Entertainment
*****************************************************************************************************
phone: **************
Initial Complaint
Date:02/04/2025
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.
I paid $151.19 for a 1 year pass, it was cancelled 2 months later
Business Response
Date: 02/05/2025
I spoke with Mr. ***** this morning and explained that he signed up on our website for our 2 month Fun Pass, not our monthly membership. I agreed to refund his 2 month Fun Pass purchase once he has successfully signed up for the monthly membership he was intending. Email below was sent:

From: Guest Relations
Sent: Wednesday, February 5, 2025 10:09 AM
To: ********************** <*****************************>
Subject: Chuck E. Cheese Guest Relations

Hello Burak,

Thank you for taking the time to contact us. I just spoke with you regarding your Better Business Bureau report regarding your Fun Pass.Please reply to this email once you have signed up for the monthly membership.Once we can confirm you have a membership, we will go ahead and refund the 2 month Fun Pass you previously purchased for $151.19 due to the confusion.

Reference ID: *********

We apologize for any inconveniences you experienced.

Here is a direct link where you can purchase the monthly membership:

***********************************************************;

Be sure to select the monthly membership option and not the 2 month Fun Pass option. Please be aware, the monthly membership is a 12 month commitment and cannot be cancelled until you have completed 12 monthly payments.

Thank you,

********
Guest Relations
CEC Entertainment
1707 Market Place *********************************
Guest Relations: ****************
Initial Complaint
Date:01/03/2025
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.
I booked a birthday party through the Chuckee Cheese website which I have done 6 times since my son has been born. I did this in October to ensure we would be able to get the date since it is so close to Christmas. At the end of the booking I was asked to create an invite and had the option to do a gift registration for my son. I did this and I sent the invites directly through the website that it directed me to through the Chuckee Cheese website which is evite. Saturday the 21st we arrived at the Chuckee Cheese in ********** at 11:30 am as the reservation was for 12. Myself, my son and his best friend got to the restaurant first and we were prepared to set up since our party did not have a host. When we arrived we got our hands stamped and walked to the back where they host the birthday parties. My son and his friend got to the back first because they were excited and wanted to play. My son turned around and walked back towards me and said that he didn't see his name on the tables. I asked an employee standing by the trampoline if I didn't have a host did that mean he would not have a name sign as well. She stated no and I turned around and this person was standing in front of me. She said who are you here for I said I have a birthday reservation for ********. She said oh your party was for 10 I said no it wasn't and i have the reservation right here and showed her. She said oh ok let me tell my manager. She walked away and came back with another African American woman and at that time the manage was like let me see the invitation. Not once did either of these woman act professionally. They were both in street clothes so I could have been talking to anyone because there was no way to identify them. I showed her the invitation from my email which said 12 pm she said that is your evite invitation the one you sent out. I want to see the Chuckee Cheese reservation. At that point I could clearly see they were making this an issue and I was getting upset. I felt attacked
Business Response
Date: 01/03/2025
The guest did reach out to us directly and we assisted with a refund for the $50 deposit on Dec. 23, 2024. The guest's feedback was escalated to upper management to look into and address. After further investigation, we found that the guest was aggressive and assaulted the store manager by hitting her in the head with a sign, and destroyed their property. The manager has already filed charges with the police over the incident.
Customer Answer
Date: 01/03/2025
I am rejecting this response because: This is incorrect the manager assaulted me and the sheriff saw it in tape. I never touched one of the managers at the location and my son and his best friend witnessed this. No charges have been pressed against me so the information you are giving is incorrect. No one ever reached out to me because they would have clearly seen that their management was dead wrong. I will now file a lawsuit against the company because they clearly have their facts wrong and here is the sheriff information that came to the scene *. ***** case number s243560318 id 788 phone number ************. Please get your facts right before you lie without any factually details. I did knock stuff off of the table this is after the women that work for yo ur company and approached me telling me my party was at a time it clearly wasnt which was booked through your website and ruined my sons party. So I should have actually assaulted the manager but I was being the bigger person because my son was there. They did not try to assist me in anyway and I feel as if though it was racial. Im white they were both black threatening me providing no customer service and again ruining my sons day because they see ignorant.
Initial Complaint
Date:12/12/2024
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.
We are currently subscribed to the monthly Fun Pass. We have been happy with the product in the past. However, when we went to the location Address: ********************************************* 12/8/24 we encountered a problem that we could not resolve with store staff. When the first swipe started the game, the machines were charging multiple swipes of the card to start the game. One game registered 18 swipes in less than a minute. That is a problem and seems like a deceptive way to make customers have to buy more time or tickets to play. We spoke with store employees who told us there was nothing they could do, that that was our problem that we let our son swipe to many times. We then emailed customer service and were told the same thing. Since this is a problem, we asked to cancel our membership. We were then told that it is a 12-month contract. This is unacceptable, since this store, at the very least, seems to be practicing deceptive tactics to have patrons buy more products to play the games. I would like either an explanation of why this is acceptable and the machines allow these multiple swipes of the card or the ability to terminate my contract and stop paying for my monthly pass.
Business Response
Date: 12/12/2024
Hello,

Your membership was purchased Aug 31st so it will expire Aug 31st of 2025

Take care!

******
Guest Relations
CEC Entertainment
1707 Market Place *********************************
phone:**************

From: ******** ****** <*************************>
Sent: Thursday, December 12, 2024 9:49 AM
To: Guest Relations <*******************************************************************>
Subject: [Guest Relations] Re: [Guest Relations] [EXT] Chuck E Cheese Contact form Enquiry

So how can i tell when my 12 months is up im the app? I can not find a start date or end date referenced?

On Wed, Dec 11, 2024, 12:33?PM Guest Relations <*******************************************************************>wrote:
Hi ********,

Thank you so much for taking the time to email us about your recent experience at our *********** Chuck E. Cheese on ******. I sincerely apologize for your negative experience. I assure you that your concerns will be addressed expeditiously. There have not been any recent changes to the games as far as the process of taking points. There is only a delay when it comes to time and not points. All the games are able to take multiple credits and this has always been the case. Our system is not able to decline points just because the game is started or in ************ ever, if something like this does occur, a manager is able to check the card activity on the kiosk and if they are able to conclude that that this did happen, they will replace your play points. Did you speak with a Manager when you were in the store?

We set high standards for quality service at each of our locations and your feedback is very useful in ensuring quality service is delivered. Your feedback will also be shared with our ************************ to address this incident with the Management and Staff immediately.

Please email us back your address and we would like to send you a letter to redeem for 50 free play points and a voucher for 500 tickets for you and your family to use towards a future visit. I hope you can come back to any Chuck E Cheeses and have a much more pleasurable experience.

Again, I thank you for bringing your experience and concerns to our attention.

********
Guest Relations
CEC Entertainment
1707 Market Place ********************************
phone:****************

From: Chuck E. Cheese Website <****************************************************************************************************>
Sent: Wednesday, December 11, 2024 8:23 AM
To: Guest Relations <*******************************************************************>
Subject: [Guest Relations] [EXT] Chuck E Cheese Contact form Enquiry

This email originated from [outside] of the organization. Do not click links or open attachments unless you recognize the sender and know the content is safe.
Hello Team,
We have received a new submission from website's Contact Us form. Here are the details:
First Name: ********
Last Name: ******
Phone: ************
Email: *************************
Date:
Country: **
State: **
Province:
Store: Store ID: 98 | Address: ******************-******-6874 ****** **.
Receipt Number: Fun Pass
Message: Hello, I am writing due to a very bad experience I had on 12/8. We have had fun passes since last summer. We had always enjoyed our visits, however due to a new process or rule at this location the machines will allow for multiple swipes even when the game has already started. My 5 year old swiped one machine 10 times within 10 seconds, and it was counted even though the game was started. This used to not be the case. As you know, it is very hard to control a 5 year old when they have the card to start the game. I feel like this is dishonest and frankly fraudulent to allow this sort of practice. Due to this my son had used all of his points within 10 minutes. We then had to buy a timed pass so he could play with his friends. If this is the way that your business model now works than I am requesting my contract be cancelled for the fun pass. If I am unable to seek a resolution with the company, I will have to file a claim with the better business buera and let my friends and large network of moms on social media know that this store at least should be avoided due to deceptive trade practices. I hope that we are able to reach a solution before then. Please reach out to me BY PHONE and not email. Thank you and I hope we are able to solve this problem.
Thank you,
Chuck E. Cheese.
Initial Complaint
Date:12/07/2024
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.
Took my kids to chucke cheese. Purchased 2 hours of play time for all of them. After an hour 2 of the cards stoped working. Went to the counter with my recipe and showed them. They put the remaining time on "new" cards saying the old cards wouldn't read any more. The time was fine but they lost all there points for an hour and half of play because they couldnt read there old cards.
Business Response
Date: 12/09/2024
We have reached out to the guest via email for more details.
Hello *******,

We received your BBB complaint regarding your recent experience at Chuck E. Cheese. It looks like the closest location to your zip code is in ******, IN. Is this the location you visited? What was the date of your visit? Did you speak with a Manager regarding the E-Tickets on your childrens cards? The Manager could have checked the play pass number on the Managers panel for the number of E-Tickets. In order for us to do this now, we would need the play pass numbers. Did the manager keep those cards that were no longer scanning? These details will help us better address the issues. Again, we apologize for any inconveniences you experienced.

Thank you,

Brittany
Guest Relations
CEC Entertainment
1707 Market Place *********************************
phone: ****************
Business Response
Date: 12/10/2024
After an email discussion with Mr. ******** we are sending a voucher for ***** tickets for his children to redeem on a future visit. He has agreed to our offer, and we will be sending these out via *** Ex to the address provided. His feedback was shared with the ************************ to address the issues with Management and Staff.
Initial Complaint
Date:12/03/2024
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.
Subject: Urgent Complaint: Gold Pass Issue and Unprofessional Conduct Dear Chuck E. Cheese Customer Relations Team,I am writing to express my disappointment with my visit to your ***********, ** location on November 26, 2024. This experience caused significant frustration and emotional distress for my children and me.Incident Details:Date: November 26, 2024 Location: ************************************************ Staff Involved: ***** (Manager), Natwzaja (Manager), ***** (Employee)Summary of Events:1.I purchased the Gold Pass ($129.99, includes 250 daily plays and 50% discount). Despite presenting proof of purchase, staff claimed my number wasnt in the system.2.***** deflected responsibility, blaming the ********** location as unaffiliated. No immediate action was taken despite my proof.3.After 40 minutes, I was offered 10 free plays per child, which I declined. The Gold Pass benefits were added only after an ********* 7-year-old daughter was visibly upset and questioned why we were there, while my 2-year-old became distressed. I stood on crutches with a fractured foot, exacerbating the frustration.5.Cesars dismissive behavior, repeatedly saying they had nothing to do with other locations, made the experience feel degrading.Requested Resolutions:1.A refund of the $129.99 Gold Pass fee while retaining its benefits for the remaining two months.2.Additional compensation for emotional distress.3.Investigation into staff conduct, with appropriate retraining or disciplinary action.4.A review of customer service policies to ensure consistency and professionalism.This experience has left me deeply disappointed. Please contact me at ************ or ********************* to discuss further.Sincerely,****** ******* ******************************************************
Business Response
Date: 12/06/2024
Guest has provided mailing address, and a refund check will be sent out via FedEx.

Hello Ivorie,

Thank you for confirming! I truly appreciate your patience and cooperation as we worked through this together. We hope you and your family will visit us again soon!

Once we receive the check, we will send it out via *****. Unfortunately, ***** does not accept PO box addresses. Is there another address where we can send the check? Once we have a tracking number, we will share it with you as well.

Thank you!

Best regards,

******
Guest Relations
CEC Entertainment
1707 Market Place ********************************************************************;
phone: **************

From: ****** ******* <************************>
Sent: Thursday, December 5, 2024 12:40 PM
To: Guest Relations <*******************************************************************>
Cc: ****** ******* <************************>
Subject: [Guest Relations] Re: [Guest Relations] Re: [Guest Relations]Re: [Guest Relations] [EXT] Urgent Complaint Regarding Gold Pass Issue and Unprofessional Conduct

Please send to:

Ivorie Gaskins
P.O. Box 30431
***********, 20815

Please send a photo copy and tracking number.

Yes I will request a refund until my children are fully comfortable being at chuckee cheese again. And I will then revisit the options you have available for your customer in the future. *********** is the only closet chuckee cheese to us.

Thank you kindly,

****** *******
**************

On Thu, Dec 5, 2024 at 1:09?PM Guest Relations <*******************************************************************>wrote:
Hello Ivorie,

If you choose to proceed with the cancellation of the Fun Pass, your refund check will typically be processed within 4-5 business weeks. It must go through our accounting and auditing team before being issued.

Would you like me to continue with this process?

Thank you.

Best regards,

******
Guest Relations
CEC Entertainment
1707 Market Place *************************************;
phone: **************

From: ****** ******* <************************>
Sent: Thursday, December 5, 2024 7:56 AM
To: Guest Relations <*******************************************************************>
Subject: [Guest Relations] Re: [Guest Relations] Re: [Guest Relations][EXT] Urgent Complaint Regarding Gold Pass Issue and Unprofessional Conduct

Hi ,

Will the check be sent with a tracking number? How long will it take to be sent out?

Thank you kindly,

****** *******
**************

On Wed, Dec 4, 2024 at 4:47?PM Guest Relations <*******************************************************************> wrote:
Hello,

You are correct that the pass was extended by 4 days since you were unable to use it during that time due to the rewards not being uploaded. If a refund is necessary, it will be issued in the form of a check since you purchased the pass with a gift card.

Please note that if we proceed with the refund, the pass will be terminated immediately, and you will no longer have access to the rewards and benefits.

Would you still like to continue with the cancellation process so I can begin the refund process for you?

Thank you!

******
Guest Relations
CEC Entertainment
1707 Market Place *************************************;
phone: **************

From: ****** ******* <************************>
Sent: Wednesday, December 4, 2024 2:15 PM
To: Guest Relations <*******************************************************************>
Subject: [Guest Relations] Re: [Guest Relations] [EXT] Urgent Complaint Regarding Gold Pass Issue and Unprofessional Conduct

Hi,

The extension of four day? Thank you for the offer.

Please send correspondence address ?

On what form of payment will the money be refunded on ? What do you have on file?

Thank you kindly,

****** *******
**************

On Wed, Dec 4, 2024 at 2:23?PM Guest Relations <*******************************************************************> wrote:
Hello,

Thank you for contacting our *************************** I apologize for any inconvenience you experienced during your visit. After reviewing your email and account, I would like to clarify a few points.

On November 22nd, your Gold Fun Pass was successfully attached to your account. As you mentioned, you visited our ***********, ** location on November 26th. At the time of your visit, the ************* was attached, but the rewards were not uploading due to a technical error with our account system. As a result, the store was unable to honor your benefits. The store can only process rewards when they appear in their system or through the customer app. I can see that later, the rewards were successfully uploaded,resolving the issue.

Please note that the store has no access to this process; it is handled by our Guest Relations or Fun Pass teams at the corporate office. This limited access prevented the store from fully assisting you, although, out of courtesy, they offered play points for your children to enjoy while waiting for the technical issue to be resolved by corporate.

While our Fun Passes are non-refundable, I can cancel and refund your pass if you prefer, though please be aware that doing so will stop your daily rewards immediately. If you choose to proceed, please understand the implications of this decision. Additionally, I want to inform you that we have extended your pass due to the technical issue you faced, and your pass will now expire on 01/26/2024.

Lastly, I will share your email with our district manager so they can address the service issues with the staff and work to improve the Chuck E. Cheese experience moving forward.

Thank you for your understanding.

Best regards,

******
Guest Relations
CEC Entertainment
1707 Market Place *************************************;
phone: **************

From: ****** ******* <************************>
Sent: Tuesday, December 3, 2024 1:50 PM
To: Guest Relations <*******************************************************************>
Cc: ****** ******* <************************>
Subject: [Guest Relations] [EXT] Urgent Complaint Regarding Gold Pass Issue and Unprofessional Conduct

This email originated from [outside] of the organization. Do not click links or open attachments unless you recognize the sender and know the content is safe.

Dear Chuck E. Cheese Customer Relations Team,

I am writing to express my disappointment and frustration following my visit to your ***********, ** location on November 26, 2024. My experience was deeply concerning, especially as it impacted not only me but also my children, who were eagerly looking forward to a fun outing that was instead marred by poor customer service and unprofessional conduct.

Incident Details

Date: November 26, 2024
Location: Chuck E. Cheese, ************************************************
Staff Involved:
*****, Manager
Natwzaja, Manager
*****, Employee

Summary of Events

1. Gold Pass Issue:
I purchased the Gold Pass (which includes 250 daily plays and a 50%discount) for $129.99. Upon arriving at the *********** location, I presented proof of purchase through my account history and Groupon confirmation. However,the staff denied my pass, stating that my number was not in the system.
2. Deflection and Delays:
I was told by ***** that this issue was caused by the ********** location,which they claimed was unaffiliated as a franchise. ***** also stated they were waiting for corporate to resolve the matter, but despite the proof I provided, no immediate action was taken.
3. Unacceptable Resolution Attempts:
After waiting for approximately an hour, I was offered 10 free plays per child, which I declined as it did not address the full value of my pass. Only after about an hour did the staff finally add the Gold Pass benefits to my account.
4. Impact on My Children and Myself:
During this time, my 7-year-old daughter became visibly upset, questioning why we were there and expressing that she never wanted to return. My 2-year-old was distressed as well. I had to stand on crutches with a fractured foot,further exacerbating an already difficult situation.
5. Dismissive Behavior by Staff:
Cesars repeated claims that we have nothing to do with the other Chuck E.Cheese locations and refusal to take ownership of the issue made the experience even more frustrating. The offered resolution was presented in a way that felt dismissive and degrading.

Requested Resolutions

1. Compensation:
A refund of the $129.99 paid for the Gold Pass as compensation for the poor customer service and distress caused.
Retain the full benefits of the Gold Pass for the remaining two months,allowing my children to enjoy the 250 daily plays as originally intended.
Additional compensation for the emotional distress caused to my children and me due to this incident.
2. Staff Accountability:
A thorough investigation into the actions and behavior of the staff involved.
Appropriate measures, including retraining or disciplinary action, to ensure this does not happen again.
3. Improved Processes:
A review of your customer service protocols to ensure consistency and professionalism across all locations.

My family and I frequently visit Chuck E. Cheese, but this experience has left us deeply disappointed. I hope to see prompt action taken to address these concerns. Please feel free to contact me at ************ or ************************ to discuss this further.

Thank you for your attention to this matter.

Sincerely,
****** *******
**********************************
******************

Thank you kindly,

****** *******
**************
Customer Answer
Date: 12/12/2024
I am rejecting this response because:
I never received a response back regarding the address where the check would be sent.
Business Response
Date: 12/12/2024
Hello Ivorie,

We received your BBB response. Your check was mailed to the address provided in your below email (the address on ****************). It was sent via *** Ex, tracking # **** 8084 6657, and was delivered on Wednesday,December 11th at 10:25 AM.

Thank you,

********
Guest Relations
CEC Entertainment
1707 Market Place *********************************
phone:****************
Initial Complaint
Date:11/22/2024
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 11/22 my family and I went to Chuck E Cheese in ***********, **. We waited almost 2 hours for our food. At which time we asked for a refund on the food we purchased. A refund was unable to be made because we used a gift card for part of our balance and our credit card for the rest. We were offered compensation which didnt equal the amount we spent on the food. After several conversations with the manager I was very rudely told to speak with corporate and was given the phone number. The manager then stormed away into the back of the restaurant. As we were leaving I asked another manager what her first name was so I could give it when I called corporate. All the employees refused to give me her name. Saying that it was not information they could give out. No one wore name tags so I had no idea who I was speaking to. Overall it was an extremely frustrating situation.
Business Response
Date: 11/25/2024
Hello *****,

We received your information regarding your recent visit to our Bloomington Chuck E. Cheese. We apologize for any inconveniences this has caused and assure you that your issues will be addressed promptly. Please email us a copy of your receipt. If you no longer have the receipt, please provide the gift card number you used for the transaction. Once we receive your information,we will be happy to assist you further.

Thank you,
****
Guest Relations
CEC Entertainment
1707 Market Place *********************************
phone: **************
Initial Complaint
Date:11/06/2024
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.
Chuck E. Cheese is restricting my use of official gift cards, so I cannot redeem the value in the way that was advertised.The Chuck **************** app offers the option to use gift cards to pay for a mobile food order. However, it does not allow the use of multiple payment methods in a single order. I purchased two $25 gift cards, expecting to use them on a special deal in the app. However, I was disappointed when the app rejected my gift card. Contacting Chuck E. Cheese support afterwards, they simply stated "Unfortunately, you are not able to use more than one form of payment in the app" and did not offer any help. This restriction is stated nowhere in the Chuck E. Cheese app or online gift card policies.Chuck E. Cheese must grant me the full $50 for use in the Chuck E. Cheese app.
Business Response
Date: 11/07/2024
We apologize for any inconveniences. Unfortunately, as stated, our app only has the capability of accepting one form of payment. There is not an option to use two separate gift cards in our app. You can use one gift card as your total form of payment in the app, or you can use your gift cards for an in-store purchase. There is no way for us to override this for you. Again, we apologize for any inconveniences this has caused.
Customer Answer
Date: 11/17/2024
This is not acceptable. As I stated before, this restriction was stated nowhere in the gift card terms of service (see attachment), therefore it is unfair to impose it upon customers. Please offer a way for me to use the gift cards as advertised. Perhaps you could transfer the $25 from one gift card to the other so I will have a single $50 gift card to use?
Business Response
Date: 11/19/2024
Hello,

Unfortunately,we are unable to combine the balances from two separate gift cards into one.While I understand this may be frustrating, our system currently does not support the transfer of funds between gift cards. However, I want to assure you that you can use multiple gift cards in a single transaction in-store, which might help you complete your purchase without any issues. Again, we apologize for any inconvenience this has caused.
Initial Complaint
Date:10/24/2024
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 into Chuck E. Cheese in Aug they had the information about the play pass, which I told the cashier I was interested in enrolling into the yearly membership. I paid and then they didnt even know how to set it up which I later figure it out. (Imagine sitting there with yelling kids for 40 minutes) so then this past sat I told the kids we was going to waste time got there and my stuff was gone to find out I had to enroll again (guess they signed me up for a 2month pass) I made a complaint to guest relation who said oh well you enjoyed two months that the year started 19th I signed up the 18th but the advertisement was out for the year. Excuse me Im thinking Im two months into this contract which I had to figure out once again but did it myself this time and not with the cashier. So pretty much my contract started this Sat so instead of Aug it goes to Oct and the money lost with the ***** payment. I would like the months credit from my initial payment. My account was screwed up because I gave them my number and signed up with ***** so I had to make a new account at that and lost everything as well. Its just a mess and they should have someone who knows about this and have something to set someone up , I was told by guest services you can only do it online but when you ask the cashier they should be trained on this pass if they are adverting it and have a way to enroll at the register or told you cant enroll at the register
Business Response
Date: 10/24/2024
Hello *******,

Thank you for reaching out and sharing your concerns. We sincerely apologize for the frustration you experienced during your recent visits. We understand how important a smooth experience is, especially when managing excited kids. However,after reviewing your account, we must clarify that we cannot issue a refund for the 2-month Fun Pass. Our records indicate that the pass was redeemed multiple times, and with just two visits, it effectively pays for itself. Unfortunately,payments for the 2-month pass cannot be applied toward a monthly Fun Pass.

We recognize that there were issues with your initial enrollment and subsequent account confusion, and we are actively working to ensure our staff is better trained on our membership options. We value your feedback, and we are committed to improving our processes to provide a better experience for all our guests.

Please reply to this email with your mailing address and we would like to send you some Guest Passes for you and your family to use toward your next visit. Each Guest Pass will include a large 1 topping pizza, 4 soft drinks and game play. We hope you can come back to any of our Chuck E Cheese locations and have a much more pleasurable experience.

Thank you,
****
Guest Relations
CEC Entertainment
1707 Market Place *********************************
phone: **************

Customer Answer
Date: 10/27/2024
I have reviewed the business response and accept this resolution.
my address is ******************************************************************;
I understand but also have to look at what I have paid for and now Im paying a extra two months that is like 120 (taking the 120+60-60 I added the sixth and took it off because like I we agree I did use the two months but it should of been 60 dollars. So now Im out 120 **** pretty much so all I can say is lets
see what they passes equal up to.
Initial Complaint
Date:09/30/2024
Type:Service or Repair 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.
We booked Ultimate Party packages..I spoke with the manager on 9/25, she asked what 7 pizzas confirming I was getting the ultimate package. We confirmed for 22 kids and the birthday girl.Upon arrival, the party host sat in a booth started very late and took us long.- only 4 pizzas.- No staff knew how to access any paperwork - event manager was combative, was not assisting the party host.-ChuckE did NOT come out at 6pm -6:45pm we were all seated waited for the birthday show. Nothing happened.-8 dippin dots were dropped at the table.had paid for 23 kids.- cake was not taken out and the host offered to pay this out of her own pay. It was extremely uncomfortable.- pizza did not come out and it was now 7pm.- After the kids sat for 20 mins waiting to sing happy birthday they missed that time of play.- From there it got worse.- The cake came out but no knife for another 15 mins.- The party host tried to make a deal saying she was paying for the cake and the manager gave us $53 off.- While we were trying to sort this all out the birthday girl was miserable as her parents were annoyed.- Guests began to leave do to the lack of organization. - They let without ticket prizes or party bags.WE NEVER RECEIVED - 2-slices of pizza per kid- missing- Goody bags! Only got 8 not 23 - Dedicated party host- was nowhere to be found most of the event. As no one was helping her.-Ultimate Prize Upgrade- as you can see from the receipt we were given 23; 100 NOT the 500 contracted - Dippin Dots Ice Cream only got 8, not 23 - Ticket Blaster Experience NEVER HAPPENED!! They did not let her go in. - Double Tickets! Again did not get the experience - Ultimate Star Bonus Upgrade - Chuck E. Cheese Tote Bag- never ****** shows a total of $873.77, which is the $37.99 per kid for 23 kids.However, as you will see, they then charged us for the pizzas. Arent the pizzas included in the package? And the birthday child should have been free for a total of 22 kids.
Business Response
Date: 10/01/2024
Feedback was shared with the ************************* A refund was approved and successfully issued for $500.
Customer Answer
Date: 10/03/2024
I have reviewed the business response and accept this resolution.

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CEC Entertainment, Inc. is NOT a BBB Accredited Business.