Complaints

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:07/10/2025

  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 went to main event and asked them if I could book my daughters birthday on a Saturday and get an employee discount for it and was told yes I could. So I went in yesterday and tried to do that and was told that was not allowed. So I already printed invitations for her party with the Saturday date and now Im being told thats not allowed. Ok so I moved the date and was offered a promo that was running which was upgrade to the next level party. So I book that and then get a phone call today saying no that is not allowed either. I think that there needs to be a better training in place for what can and cant be allowed when it comes to birthday parties because it has now ruined my daughters birthday party twice now

  Business Response

  Date: 07/15/2025

  Dear Reader,
  
  Thank you for the opportunity to respond to the guests concerns regarding their recent experience with Main Event.
  
  We sincerely regret the confusion and frustration that occurred while the guest was attempting to book a birthday party for their daughter. Our goal is always to provide a seamless and enjoyable experienceespecially when it involves such a special occasionand we apologize that this situation caused unnecessary stress and changes to the guests original plans.
  
  The guest is a family member of one of our valued team members, and we did initially offer an employee discount in appreciation of their connection. However, our policy does restrict employee discounts on Saturdays due to the high volume of weekend business. It appears there was a miscommunication at some point that led the guest to believe a Saturday party with the discount would be allowed, and for that confusion, we do apologize.
  
  Additionally, there was a promotion offered to the guest during rebooking, which was later incorrectly denied by a regional sales manager. Once this was brought to our attention, we acknowledged that the inconsistency was not fair to the guest and took immediate steps to resolve it.
  
  We are pleased to share that the situation has since been resolved. The guest's original promotional activity was reinstated, and the birthday party is confirmed and ready to go for Sunday. We have also used this opportunity to reinforce training with our team to help prevent similar miscommunications in the future.
  
  We truly appreciate the guests patience and the opportunity to make things right, and we remain committed to providing a great experience for all of our guestsespecially when it comes to celebrating important milestones.
  
  Best regards,
  
  Dot *****
  Manager, *************************start="1912" data-end="1915"> Main Event Entertainment

• Initial Complaint

  Date:06/18/2025

  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 June 13, 2025, at approximately 6:00 p.m., during a team-building outing at Main Event in ********, **, I experienced an incident involving unprofessional and discriminatory behavior by a staff member. After purchasing an All Activity Play Pass for five people, my team encountered issues when trying to register for laser tag. Despite presenting proof of purchase, I was met with resistance and rudeness by a young white male employee, who insisted all participants be present, even though a receipt was provided for proof of purchase, and continued to scrutinize her group more harshly than others. His behavior escalated during the laser tag game, where he was dismissive, refused assistance to her team, and physically grabbed me and snatched open my vest, touching her chest in the process. I pushed him back and confronted him, but he offered no apology. I reported the incident immediately to a manager, who responded passively, offered a vague promise to review footage, and issued a coupon for one free hour of bowling. I left the event feeling humiliated, violated, and disappointed by the lack of accountability or appropriate resolution. The outings purpose was lost entirely, so we all left early. What happened was unacceptable, and the way it was handled only added to my frustration, as the seriousness of the situation warrants a more meaningful response than what was offered.The full report is attached for your review.

  Business Response

  Date: 06/30/2025

  Dear Reader,

  Thank you for bringing this matter to our attention.
  
  We want to sincerely apologize for the experience Ms. ********** encountered during her visit to our Main Event location in ********, **. The behavior she described does not reflect the values or standards we uphold, and we are truly sorry for the distress this incident caused.
  
  We take guest concerns very seriously, especially when they involve allegations of inappropriate conduct or discrimination. Upon receiving Ms. *********** report, our local leadership team initiated a prompt review of the situation and reached out to her directly to discuss the incident in greater detail. We appreciate her willingness to speak with us, and we are grateful for the opportunity to take corrective steps.
  
  As a result of that discussion, a full refund was issued for her groups visit. Additionally, we extended an invitation for Ms. ********** to return as our guest, in hopes of restoring some measure of the trust and enjoyment that was lost during her visit. We understand that no gesture can undo the impact of her experience, but we remain committed to learning from this and taking the appropriate internal steps to ensure all guests feel respected and safe.
  
  Please let us know if any further documentation or information is needed.

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

• Initial Complaint

  Date:05/19/2025

  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.

  As a frequent Main Event costumer I was very saddened when I had a graduation party at your main event on ******************** 5/17/2025. When I first got a hold of them to set this up, I got the expensive all-inclusive package. I told the lady that I was talking to that we had quite a few handicap people and that we would not be able to know until the day of the party if they could come. She said that that would be okay that, if we had less people, then it would deduct the overall price. When I called the morning of to tell them that our head count will be 25 instead of 40, we were told that no deduct will be given. She said that they would only give us food for 25. I said that if I am paying for 40 then I would like the food and take what we don't eat home. She said that that is what they would do. Then we got there, they were not ready for us. They only gave us food for 25 and they also got the food order wrong, and we had to wait for them to get it right. They also said we could not take any of the food home with us. So we paid for services not rendered. Then they gave us a bit of a hard time with bowling as well. I made sure to pay for the shoes in the package and one of your employes was still insistent to charged a few of us unecessarily. We scheduled for your laser tag, however 5 of us did not get to play the game because they over booked their sessions. Also, in the women's bathrooms were not attended to and missing toilet paper. I notified employees and for the 4 to 5 hours we were there they still have not been attended to. Also some of the games was taking points and not working, including the ski ball consoles missing ***** from their setup. And we were told okay and they did nothing about it. It was one of the more worse and horrible experiences that I have ever had.

  Business Response

  Date: 05/28/2025

  Dear Reader,
  
  Thank you for bringing this matter to our attention and allowing us the opportunity to respond to the concerns raised regarding the guests event at our Main Event location on ******************** on May 17, 2025.
  
  First and foremost, we want to extend our sincere apologies to the guest and their party for the disappointment they experienced during what should have been a joyful and celebratory occasion. At Main Event, we strive to provide memorable, seamless, and inclusive celebrations for all of our guests, and we regret that this was not their experience.
  
  Upon reviewing the guest's concerns and consulting with our local event and management teams, we would like to offer the following context:
  The guest selected and signed for an all-inclusive package, which includes a fixed guest count and pricing as outlined in our event contract. This agreement clarifies that adjustments to guest countsand thus pricingcannot be made on the day of the event.
  
  We understand the guest was initially advised there may be flexibility regarding guest count changes. We acknowledge that any miscommunication on this point contributed to confusion, and we regret that expectations were not better aligned before the event.
  
  Although food was provided for the confirmed number of 25 attendees, we sincerely apologize that the order was not prepared accurately and was not ready at the time of arrival. Our team did attempt to correct this on-site, but we understand how this impacted the guests experience. Furthermore, we recognize the frustration caused when the request to take leftover food home was denied despite prior discussion.
  
  Regarding bowling and laser tag: We regret that members of the party faced delays and were not able to participate fully in the laser tag session due to capacity limits. These attractions can book quickly, particularly on weekends, and we are evaluating how we can better manage session availability for private parties moving forward.
  
  We also take concerns regarding cleanliness and restroom supplies very seriously. A clean and well-stocked facility is a core part of our guest promise, and we sincerely apologize that this standard was not met during their visit. This has been addressed with the local operations team to prevent recurrence.
  
  In addition, we understand that a few guests were mistakenly charged for bowling shoes despite their inclusion in the event package. This was an operational oversight, and we are committed to retraining our staff to ensure clarity and consistency.
  
  While the guest did not contact us immediately following the event, our General Manager has since spoken with them and extended a goodwill offer of six All-You-Can-Play passes with game cards, which the guest is scheduled to redeem. While our event contracts are standardized and clarify refund and guest count policies, we remain committed to finding reasonable resolutions when our service falls short.
  
  We truly value the opportunity to learn from feedback and continue improving our guest experience. We deeply regret that we did not deliver the high standard we aim for and hope the gesture extended helps demonstrate our commitment to making things right.
  
  Thank you again for the opportunity to respond.
  
  Best regards,

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

• Initial Complaint

  Date:05/12/2025

  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 Mothers Day (May 11, 2025), my family visited Main Event in **************** and ordered the $60 Slider Platter while bowling. We were served completely raw and dangerously undercooked chicken, which we only noticed after several of us had already eaten it. Consuming raw chicken can cause serious foodborne illnesses such as salmonella or campylobacter, which can lead to severe health consequencesor even death, especially for my children.We immediately brought this to the staffs attention, and the manager offered only a $6 discount on our approximately $140 bill, telling us we needed to compromise because they have a business to run. This response was deeply unprofessional and negligent. Serving raw poultry is a critical violation of food safety standards, and the dismissive handling of our complaint showed a complete lack of concern for our well-being.We are extremely disappointed not just by the food safety failure, but by the lack of appropriate resolution and accountability from a large corporate establishment.

  Business Response

  Date: 05/15/2025

  Dear Reader,

  Thank you for the opportunity to address Mr. ******** concerns regarding his visit to Main Event in **************** on May 11, 2025.
  
  First and foremost, we want to express our sincere apologies for the experience Mr. ******* and his family encountered. Serving undercooked foodparticularly chickenis a serious food safety issue and not reflective of the standards we uphold at Main Event. We understand the distress this caused, especially on a special occasion like Mothers Day, and we deeply regret the impact this had on their visit.
  
  Food safety is our highest priority, and upon learning of this incident, our management team immediately initiated a review of kitchen procedures and retrained staff to reinforce proper food handling protocols. We are committed to ensuring that such an incident does not occur again.
  
  We are pleased to confirm that our General Manager has been in contact with Mr. ******* directly, and we were able to reach an amicable resolution. We genuinely appreciate the opportunity to make this right and to rebuild the trust that was lost during this experience.
  
  We respectfully request that this matter be considered resolved and the case closed.
  
  Best regards,
  
  Dot *****
  Manager, Guest Experience
  Main Event

• Initial Complaint

  Date:04/26/2025

  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.

  Subject: Urgent: Assistance Required Regarding Bowling Lane Booking 04/26/2025 Hello,My adult children and siblings booked a bowling lane today but were denied entry because they are under 25. They were informed that a refund would not be issued, which I believe is unacceptable and possibly illegal. They even inquired about rescheduling for another day with someone over 25 but were denied that option as well.This policy should have been clearly communicated when the lane was booked online. I request that someone contacts me regarding this matter, as we are not willing to lose $116 due to a lack of communication when booking about this rule online as this should have been Clearly stated prior to booking on the booking page. We would like either a refund or the opportunity to reschedule the lane. If we cannot resolve this issue, I will consider seeking legal counsel to address the payments made without receiving the service that was paid for! A business cant get away with this as it could be considered robbery!I appreciate your prompt attention to this matter and look forward to your response.

  Business Response

  Date: 04/28/2025

  Dear Reader,

  Thank you for bringing this concern to our attention. We take all guest feedback very seriously, and we deeply regret the frustration and inconvenience caused to the **** **** and their family regarding their recent experience at our *********** - Independence location.

  Upon receiving the complaint, our local General Manager promptly reached out to **** **** directly. After discussing the situation and understanding their concerns, we processed a full refund for their booking. **** **** expressed that they were happy with this resolution.
  
  We sincerely apologize for any confusion regarding our age policy for bowling lane bookings. We are reviewing our online booking information to ensure policies are communicated as clearly as possible to avoid any future misunderstandings. Our goal is always to provide a fun and welcoming environment, and we are committed to improving our processes based on this feedback.
  
  Please let us know if theres anything further you require regarding this case. We appreciate your partnership in helping us maintain the trust and satisfaction of our guests.
  
  Best regards,
  
  Dot *****
  Manager, Guest Experience
  Main Event

  Customer Answer

  Date: 04/28/2025

  I have reviewed the business response and accept this resolution. Thank you very much for the prompt response and call this AM!! 

• Initial Complaint

  Date:04/25/2025

  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 signed up for SMS messages from Main Event, and stopped soon after they started sending texts. Problem is that any time I request a STOP message to unsubscribe, I get back an error saying that service is unavailable. Main Event should support removal of a person from unwanted spam texts.

  Business Response

  Date: 04/29/2025

  Dear Reader,

  Thank you for bringing Mr. ***** concern to our attention. We sincerely apologize for the frustration and inconvenience he experienced while attempting to opt out of SMS messages from Main Event.
  
  We appreciate Mr. **** taking the time to notify us, as we were not previously aware of any ongoing issues with our SMS opt-out process. Upon receiving his complaint, our team conducted internal testing and identified an intermittent error affecting some users when attempting to unsubscribe via SMS. We understand how frustrating this must have been, and we take this matter seriously.
  
  To address the issue, we escalated the matter to our IT partners and opened a support ticket with our *********** provider, **********. As of now, we have confirmed that Mr. **** has been fully opted out of all email and ******************* Additionally, an opt-out confirmation message was successfully triggered and sent to Mr. **** to verify his removal from our contact lists.
  
  We are continuing to work closely with our IT partners to identify the root cause of the issue and implement a permanent solution to prevent similar situations in the future. Mr. ***** feedback has helped us improve our service, and we are grateful for the opportunity to resolve this matter.
  
  Best regards,

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

• Initial Complaint

  Date:04/15/2025

  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.

  The main event ******* will rip you off.I went to the arcade center with my husband and every ticket machine is rigged the big ticket machine clearly needed to be serviced as the arm was messed up but I would still take your credits as well as the small ticket machine would never count more than one roll as so did the other ticket machine.the ******* location missed marked so many prizes for the wrong amount as well as The ************ location that I visited on April 4th had prizes labeled for a certain amount and they turned out to be triple that amount so my kids were truly upset. The integrity if this business is not very well

  Business Response

  Date: 04/21/2025

  Dear Reader,

  Thank you for bringing to our attention the concerns shared by Ms. ******* ***** regarding her recent visits to our ***************************** Event locations.
  
  We sincerely apologize for any inconvenience Ms. ***** may have experienced while visiting our Florida centers. Guest feedback is incredibly important to us, and we strive to ensure that all aspects of the Main Event experiencefrom our games to the Winner's Circlemeet high standards of fairness and clarity.
  
  Regarding the concern raised about the Tower of Tickets game at our ******* location, we would like to clarify that this particular game is programmed to count only one roll per turn, which is consistent with its design and manufacturer settings. However, we understand how this may have caused confusion. Please note that this game has been removed from the ******* location as of April 16, 2025.
  
  In response to the claims of pricing discrepancies in the Winners Circle at both locations, we have conducted a thorough review of the items and their posted prices. The Winners Circle is set up as an open shopping area where guests are free to browse and handle items. Occasionally, items may be moved from their original shelf by other guests, which can unfortunately lead to unintentional misplacement. While we regularly inspect and reorganize the area throughout the day, we acknowledge that these mix-*** can occur. That said, both management teams have verified that the pricing for each item was accurately labeled, despite some items having been placed on incorrect shelves.
  
  We appreciate Ms. ***** bringing these matters to our attention. We are committed to continuously improving the guest experience and will continue to monitor and train our teams to help minimize similar concerns in the future. However, we respectfully decline Ms. ******* request for further compensation or restitution.
  
  Best regards,
  
  Dot *****
  Manager, Guest Experience
  Main Event

• Initial Complaint

  Date:04/14/2025

  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.

  On September 15, 2023, I sustained a deep laceration to my knee during a laser tag game at the Main Event location in ***********, ********. My knee struck the end of the laser tag gun during the game, causing a serious injury that required an ambulance, emergency medical care, and four stitches. I now have a permanent scar and medical debt totaling $4,802 from the incident. Since the injury, Ive experienced knee pain that I did not have prior. I cannot stand on my leg for extended periods without it throbbing, which has affected my daily comfort and mobility. Ive made multiple attempts to reach out to Main Event through their website, social media, and the Main Event app. Eventually, I received a message stating that a general manager would be in contact with me but Ive still not received any follow-up. I have photos of the injury and medical documentation. I am simply trying to discuss reimbursement for the medical bills I incurred due to an injury that occurred during one of Main Events activities and involved their equipment. This has been frustrating and disappointing. I expected more accountability from a company that hosts activities for families and young people. Im asking Main Event to take this matter seriously and contact me to resolve it professionally.

  Business Response

  Date: 04/21/2025

  Dear Reader,

  Thank you for bringing this matter to our attention regarding the claim submitted by Emen Daboussi and the reported injury at our **************** Event location.

  We are truly sorry to hear of this experience and want to express our sincere concern for ***** well-being. Please know that we take all guest matters very seriously, especially those involving potential injuries.
  
  We have forwarded the details of this claim to our **************************** A representative from that team will be reaching out directly to Emen Daboussi to gather additional information and discuss the next steps, including any options that may be available.
  
  We appreciate the opportunity to respond and are committed to ensuring this matter is addressed promptly and appropriately.
  
  Best regards,

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

  Customer Answer

  Date: 04/21/2025

  I am rejecting this response because:   While I appreciate that Main Event acknowledged my complaint, I do not consider this issue resolved. I have yet to be contacted by anyone from the **************************** despite repeated attempts on my end. Ive been bounced around between departments, given incorrect instructions, and left without clear direction. Ive provided documentation, photos, and explained the seriousness of my injury, yet Im still waiting for someone to take real action. Until I am contacted by a claims representative and a meaningful resolution is offered I cannot mark this as resolved.

  Business Response

  Date: 04/21/2025

  Dear Reader,
  

  We appreciate the opportunity to provide additional information in response to Mr. ********* continued concerns. First and foremost, we want to reiterate that we take all guest concerns seriously, especially those involving reported injuries, and we sincerely regret the frustration Mr. ******** has experienced during this process.
  
  Following Mr. ********* initial report, our Claims Departmentspecifically our representative ***** Brayengaged in direct and timely communication with him via email. All relevant documentation and photos he provided were reviewed and submitted to our third-party insurance carrier for further handling, as is standard procedure.
  
  We understand that Mr. ******** is seeking more immediate or direct contact from the insurance company. However, once the claim has been submitted to our insurance carrier, Main Event no longer has visibility or influence over the timeline or communication process that follows. We acknowledge this can be frustrating, and we apologize for any inconvenience caused by the delay or lack of clarity on next steps from the insurer.
  
  While we regret that Mr. ******** does not consider the matter resolved, we want to emphasize that we have fulfilled our role in facilitating the claim and forwarding all materials provided. We strongly encourage Mr. ******** to continue working with the insurance company directly, as they are the appropriate party to assess and resolve the claim.
  Should any further assistance be needed from Main Event to support that process, we remain willing to cooperate fully.
  
  Best Regards,
  
  Dot *****
  Manager, Guest Experience
  Main Event

• Initial Complaint

  Date:04/13/2025

  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.

  Disrespectful & Unprofessional Experience Needs Corporate Attention Im extremely disappointed in the treatment my group received at Main Event Murfreesboro. We were a party of nine enjoying a night out, but our experience was ruined by poor service and unacceptable behavior from the manager on dutya white male named ******* ******.First, we waited nearly an hour for food, and multiple mistakes were made with our orders. Items were missing, incorrect food kept being brought out, and we had to repeatedly ask for things that should have been handled the first time.Then came the issue that made this feel less like bad service and more like targeted mistreatment. One person in our group returned an alcoholic drink due to the taste. I did the same shortly after. The manager came to our table, snatched my drink without even attempting professional courtesy, and sarcastically said, Didnt you guys already do this once? I replied honestly, Yes, is that a problem? Instead of addressing us with respect, he became rude and condescending, then refused to serve our table any more drinksfor simply returning two cocktails that didnt taste right.This felt personal. This felt discriminatory. We are a ************ and its hard to ignore the fact that this level of scrutiny and dismissiveness would likely not have occurred with a different demographic. We didnt even complain about the terrible food service up to that point, but the disrespect was too much to stay quiet ******** not one to pull the race card lightly, but the way ******* ****** handled our group was not only unprofessional and aggressive, but completely unacceptable for someone in a managerial position. A simple acknowledgment of our concerns and better communication wouldve gone a long way.Main Event, I urge you to retrain or reevaluate this manager. No paying guestregardless of raceshould be treated like a nuisance for sending back a drink or expecting basic courtesy.

  Business Response

  Date: 04/23/2025

  Dear Reader,

  Thank you for bringing this matter to our attention regarding a recent guest experience at our **************************************** location.
  
  First and foremost, we would like to extend our sincerest apologies to Ms. ***** and her party. The experience described is deeply concerning and does not reflect the standards of service or respect that we strive to uphold at Main Event. We take all guest concerns seriouslyespecially those involving feelings of disrespect or discrimination.
  
  We are pleased to advise that Ms. ***** has since spoken directly with the General Manager of the Murfreesboro location, and together they have reached an amicable resolution. We appreciate her willingness to engage in that conversation and share her experience candidly.
  
  As a company, we are committed to creating an inclusive and welcoming environment for all guests. We are taking this matter seriously and reviewing the situation internally to ensure that proper standards of professionalism, communication, and hospitality are consistently maintained across all our venues.
  
  We appreciate the opportunity to address this concern and will continue working diligently to ensure all guests feel valued, respected, and heard when visiting Main Event.
  
  Warm regards,

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

• Initial Complaint

  Date:12/29/2024

  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.

  On ******** my child had a birthday party at the ******, ** location. We purchased a party package as it guaranteed specific reserved times for partyroom, bowling, and lasertag. The sales manager emailed us a schedule with times for each. We bought the party package for the stated benefit of having reserved times, an advertised benefit. On the day, the team shortened the times which did not allow ample time to finish any activity. We paid over $600 for 20 kids to only bowl 30 minutes on 3 lanes, 2 of which malfuntioned; A party room where a team member told us we couldn't spend the whole scheduled time in due to scheduling issues and were rushed to eat and leave for next event (no time for cake), Then a super rush to laser tag where the birthday child's vest stopped working twice, greatly hindering any enjoyment. With the constant pressure to rush and the malfunctioning equipment throughout, it was a terrible experience. Had we been granted the time originally promised in the contract sent to us, it would've been an good. I have reached out to the sales manager twice with no response. I've also reached out to the link provided in response to a ****** review, also with no response back. I'm hoping for some sort of resolution here as we clearly did not recieve the services paid for.

  Business Response

  Date: 01/13/2025

  Dear Reader,
  
  I hope this message finds you well. I am writing in response to the complaint filed by ***** ****** regarding her recent experience at our Main Event Tucson location for a special event.
  
  First and foremost, we would like to extend our sincere apologies to Ms. ****** for the experience not meeting her expectations. We take all customer feedback seriously and are committed to providing high-quality service to all of our guests.
  
  Please be assured that our General Manager at the ****** location has already reached out to Ms. ****** and discussed her concerns in detail. After a thorough conversation, both parties were able to come to an amicable resolution. We are grateful for her understanding and willingness to work with us to address the situation.
  
  Given that this matter has been resolved directly with Ms. ******* we respectfully request that this complaint be marked as closed.
  
  Thank you for your attention to this matter. Should you require any additional information, please feel free to contact us.
  
  Warm regards,
  
  Dot *****
  Supervisor, Guest Relations
  **** & ******** * Main Event

  Customer Answer

  Date: 01/13/2025

  I have reviewed the business response and accept this resolution.