ComplaintsforDave & Buster's

• Initial Complaint

  06/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an Arcade credit through Launching Deals of $40 on Oct 31, 2023. Today June 11, 2024 I tried redeeming the credits with a **** and Busters employee and they told me that the coupons were invalid? Nobody else was able to help me. Please assist me with the issue as no one there was able to assist me.Attached are screenshots of the receipts and coupons.

  Business response

  06/12/2024

  Dear Reader,

  I hope this email finds you well. I am writing to address a recent concern raised by one of our valued customers, **************, regarding a $40 value coupon purchased from Launching Deals for use at **** & ******'s.
  

  After conducting thorough investigations, we have confirmed that Launching Deals is indeed an approved third-party vendor for **** & ******'s. However, we regret to learn that ************** experienced inconvenience due to the store's failure to honor the coupons purchased through this vendor.
  

  Please rest assured that we have provided detailed feedback to the management team at **** & ******'s to ensure that such issues are avoided in the future. Furthermore, in an effort to amicably resolve this matter and to express our sincere apologies for any inconvenience caused, we have taken immediate steps to rectify the situation.
  

  We have loaded 225 regular chips onto ****************** Power Card, equivalent to the $40 value of the coupon he purchased. Additionally, as a gesture of goodwill, we have credited an extra 100 bonus chips to his card.
  

  We value ****************** patronage and are committed to ensuring that he enjoys a positive experience at **** & ******'s. Should you require any further information or assistance regarding this matter, please do not hesitate to contact us.
  

  Thank you for your attention to this issue, and we appreciate your understanding and cooperation in resolving it promptly.

  Warm regards,

  Dot Weber 
  Supervisor, Guest Relations
  **** & ******'s

  Customer response

  06/12/2024

  I am rejecting this response because:  Thanks, but which power card did you exactly load the credits to? I don't see anything in my D&B rewards account.

  Customer response

  06/12/2024

  Sorry I do see the credits in my account now. You can close this case.

  Business response

  06/12/2024

  Dear Reader,
  

  I hope this message finds you well. Thank you for reaching out to us regarding the recent complaint from Mr. ****** We appreciate the opportunity to address his concerns and strive to ensure our customers have a positive experience with us.

  Upon receiving ****************** rejection of our initial response, we are glad to share with you our response to his rejection. We understand the importance of resolving customer issues promptly and effectively. To provide additional context, we accessed ****************** profile using the email associated with the complaint. We are pleased to inform you that we applied the previously promised chips to the Power Card linked to his profile, with the number *********. This action was taken in accordance with our commitment to customer satisfaction and our desire to rectify any dissatisfaction experienced by Mr. ****** To preserve the integrity of ****************** account and associated Power Card, we will only provide the compensation to the Power Card listed on his loyalty profile. ************** can access his rewards account associated with the email used for today's correspondence and view his Power Card balance. If ************** continues to experience concerns with accessing his profile, he can reach out to our Guest Relations team at ************.
  
  We sincerely apologize for any inconvenience ************** may have experienced during this process. Our team remains committed to providing exceptional service and ensuring that all our customers feel valued and appreciated.
  
  Thank you for your attention to this matter. We value our relationship with the Better Business Bureau and appreciate your assistance in facilitating communication between us and our customers.
  
  Warm regards,
  
  **************
  Supervisor, Guest Relations
  **** & ******'s

• Initial Complaint

  05/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We had a meal take over 3 hours from start to finish due to your slow kitchen/staff at the ************** location ( ****************************************************). I emailed your corporate guest relations email and left a review. I asked to speak to a manager in both times and they failed to do so. I would like half of my meal comped. This happened on 2/19/24. I'm very disappointed in how this was handled and I never plan on going back. Total charge was $173.55. CC details below.DAVE & BUSTERS #*** FAIRFAX VA #*******E3M4WQXTR8 $173.55

  Business response

  05/27/2024

  
  Dear Reader,

  I hope this email finds you well. We are writing in response to the complaint filed by ************** regarding his experience at our ******* location of **** & ******'s. Firstly, we would like to express our sincerest regret for any inconvenience or dissatisfaction ************** may have experienced during his visit.
  
  Upon receiving ****************** complaint, we took immediate action by providing feedback to the management team at our ******* location to review their service policies and practices. Additionally, we requested that the store provide the requested refund to ************** for his unsatisfactory experience.
  
  However, we regret to inform you that the store has declined the refund request, as they have no record of ****************** visit or the experience he described. We understand how frustrating this must be for **************, and we sincerely apologize for any confusion or inconvenience caused by this discrepancy.
  
  Regrettably, our Guest ******************** is unable to process refunds for purchases made in-store. Nevertheless, in an effort to amicably resolve this matter and demonstrate our commitment to customer satisfaction, we have taken the initiative to send ************** an $80 digital gift card. This gift card can be used at any **** & ******'s domestic location, allowing ************** the opportunity to enjoy the experience that we are known for.
  
  We hope that this gesture demonstrates our genuine concern for ****************** satisfaction and our dedication to providing exceptional guest experiences. We apologize once again for any inconvenience caused and appreciate your understanding in this matter.
  
  Warm regards,
  
  **************
  Supervisor, Guest Relations
  **** & ******'s

  Customer response

  05/27/2024

  I have reviewed the business response and accept this resolution. I still disagree with them not being able to find my purchase (even though I've given them enough information to look it up), but I accept the egiftcard as an adequate response.

• Initial Complaint

  05/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We had a bad experience on April 29 when we loaded the game card for various amounts for $25, $51, $25, and $38. These are the charges on my bank card from **** and Busters.The card did not load for us, and we were unable to use the credits, but when we check the balance, it looks like they were depleted somehow. Card ********* Pin **** We ended up getting a new card and funding that without issue.Seeking a $139 refund of credit to make this right.

  Business response

  05/27/2024

  Dear Reader,
  
  I hope this email finds you well. We sincerely apologize for the delayed response in addressing the concerns raised by ****************** regarding his recent purchases at our establishment. We understand the importance of prompt communication and regret any inconvenience caused by our delay in addressing this matter.

  Despite our best efforts, we encountered challenges in reaching ****************** via both phone and email. However, please be assured that we have thoroughly reviewed his disputed purchases and are now in a position to provide you with our findings.

  Based on our internal records, it appears that ****************** indeed made purchases of chips and subsequently engaged in gameplay, including sessions on the games House of ***************** and Pacman Extreme. Our records indicate that each purchase was utilized for gameplay until the card balance was depleted, after which ****************** recharged the PowerCard to continue enjoying various games.

  Given the information available to us, we have concluded that the purchases in question were valid and aligned with the intended use of our gaming services. Therefore, we regret to inform you that we are unable to honor ********************** request for a refund.

  We appreciate the opportunity to address this matter and assure you that we remain committed to providing excellent service to all our customers. Should you or ****************** require any further assistance or clarification, please do not hesitate to contact us directly.

  Once again, we apologize for any inconvenience caused and thank you for your understanding and patience in this matter.

  Sincerely,
  
  **************
  Supervisor, Guest Relations
  **** & ******'s

• Initial Complaint

  05/10/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I went to **** and ******'s on April 25th, 2024, had reserved a table for 5:15pm for 3 people.I went to this establishment on a Wednesday where games, drinks and appetizers are half priced from 4pm to 7pm.I also am part of their rewards program. I sit and order off the menu, two entres, two appetizers and a few drinks, which on the menu in the restaurant doesn't have what is covered in happy hour just regular prices. The server didn't mention that their was a change and I always go during happy hour, to get more bang for my dollar. When it's time to check out I put my number in the servers handheld device, no receipt was shown with my discount and happy hour prices so I paid for the check right from the servers device.When I realized that the amount should have been much lower, especially with it being happy hour and my discount coupon I reached out to the company for an explanation, and they said everything checks out. So I had them send me a copy of my receipt and sure enough I was charged full price for all my drinks and appetizers the only 2 items that were discounted were my two entres. I've never had an issue with this venue before. But this time around they didn't inform this patron of changes, happy hour is not printed on the menues and the servers don't let you know of any deals . At this point I am looking to be compensated back and also would like the establishment to let customers know how their deals work, especially for returning customers so people are not blind sighted.

  Business response

  05/10/2024

  Dear Reader, 

  Thank you for bringing to our attention the complaint lodged by one of our valued guests regarding the terms of our promotions. We take such concerns seriously and appreciate the opportunity to address them directly.

  First and foremost, we would like to clarify that our promotional offers, including our $5 Happy Hour and $5 Late Night Bites, are clearly outlined in our website's terms and conditions. These terms are readily available for all guests to review before making their purchase decisions. A review of ************************ guest check indicates that she did not order the drinks that are specified as eligible for the promotion. As such, no discount was provided toward the beverages.

  Regarding the specific allegations made by the guest, it is important to note that our $5 Late Night Bites promotion is available during Late Night Happy Hour or after 10 PM, as clearly stated in our terms. The guest's complaint indicates that they were not present during these specified hours, nor did she order the qualifying appetizers, which explains why she did not receive the promotion discounting appetizers.

  Furthermore, our 50% off Food promotion applies exclusively to food items, not beverages. As per our investigation, ******************** received the correct discount based upon the Terms and Conditions of our 50% off Food promotion. As such, we respectfully decline ************************ request for additional compensation.

  We understand ************************ frustration, and we regret any confusion or inconvenience she may have experienced. However, we stand by our adherence to the terms and conditions of our promotions. It is our commitment to transparency and fairness that guides our business practices.

  We would like to assure the BBB and our guests that we remain dedicated to providing exceptional service and value. We welcome any further inquiries or feedback and are committed to addressing any concerns promptly and satisfactorily.

  Thank you for your attention to this matter.

  Sincerely,

  Dot *****

  Supervisor, Guest Relations

  Customer response

  05/10/2024

  I am rejecting this response because:   

  This wasn't an online order. I was dining at the establishment.  I was given the menu, which did not specify what was covered in the happy hour prices. The menu only had the full price of each. Also my appetizers should have been covered in this as well, I asked the server regarding the queso dip especially because it was a different name for what it was before and she said that it was the same product.  I don't go online at **** and busters,  I was at the venue so  terms should be  laid out to customers at the venue.

  This is not my first time at **** and ******'s and yes I was there at happy hour, because they have a late night happy hour as well. Again nothing in the restaurant for these promotions they push is on the menu

   So yes, that is false advertising and omitting important information for consumers that frequent there because it's no where to be found on the menu that they give to guest. 

  I've never had this issue with happy hour before and poor communication to patrons. 

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Visited **** and Busters on 3/30... had a pretty bad experience while there.. waited ***** minutes to get a server to even acknowledge us.. Had to get up and ask for help myself.. then they provided the wrong things two different times.... even then.. we continued to make the best of the night and spent hundreds of dollars on food drinks and games...Due to all the issues the manager said he would provide a discount but then he did not. After realizing, I called to follow up. One worker told me someone would be in touch via email.. a week later.. nothing.. I called back and spoke to a manager and he also said he would talk to his manager and would get back to me and then he did not... a week or so later I called to speak with his boss.. who then told me he would look into the charges and provide a refund but then handed me off to someone from guest relations. COMPLETE disregard for the lack of concern thus far... and it gets worse...That representative provided me with a 30 dollar gaming card to come back and provided minimal concern for the issue at hand. When i asked for her boss.. i also got the standard response for an upset customer. Then when i asked for her boss... someone replied with false information on their "investigation" which I'm sure they did not even actually do.. and since then i have been ignored by several managers, supervisors and even when i tried to call in, THEY HUNG UP ON ME. I'm not sure what kind of business this is but i am extremely appalled at the disturbing way they just disregard HIGH paying customers. I spent at least 600 dollars that night... and I'm brushed off as if I don't matter. The unprofessionalism and disrespect by numerous employees is disgusting. I need resolution now..

  Business response

  05/03/2024

  Dear Reader,

  I hope this letter finds you well. We wanted to provide an update regarding the recent complaint filed by **********************. Firstly, we appreciate the opportunity to address her concerns and value the role of the BBB in facilitating resolution.
  

  We understand that customer satisfaction is paramount, and we've made diligent efforts to address ************************** grievances. Despite our best endeavors, it appears that ********************** remains dissatisfied with the resolution we've provided. We've engaged with her at various levels of our organization, including the General Manager at the concerned store, the Regional Operations Director, Guest Relations, and myself as the Supervisor of Guest Relations.
  

  We've extended what we believe to be a fair and suitable resolution, including complimentary meals and a gift card. Regrettably, ********************** has persistently refused to accept these offerings and has instead chosen to pursue further avenues of communication, including repeated contacts with our local management team and various departments within our corporate office. This escalation, including personal calls to my cell phone, has been noted and, upon consultation with our Legal team, we have decided to cease further engagement with **********************.
  

  At **** & Buster's, we pride ourselves on being a welcoming and family-friendly destination, offering food, drinks, and entertainment. We're committed to providing exceptional service and strive to ensure that every guest has an enjoyable experience. However, it's evident that despite our efforts, we may not be able to meet ************************** expectations.
  

  We regret any inconvenience caused by this matter and sincerely hope for an amicable resolution. Nevertheless, should ************************** needs not align with our services now or in the future, we understand and respect her decision to seek entertainment elsewhere.
  

  Thank you for your attention to this matter.
  

  Respectfully,
  

  **************
  Supervisor, Guest Relations **** & ******'s

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The worker ******* at **** and busters ******, ** location was unfriendly and dishonest. We wanted to sign up for the $79.99 spring break game pass initially but he said he Wouldnt recommend it with no reasons given. We ended up buying $120 worth of the chips on the new card first and had to go back to the counter and purchase the game pass afterwards. After 20 mins of waiting, Instead of calling me which was the next in line he called the person behind me instead. I had to go up to him after he was done assisting the person came after me to let him know that I was the next in line and had been waiting for assistance. His response was simply an Okay. I told him I wanted to buy 1 game pass and 2 guest passes initially with converting the digital card. I guess the only heard 1 guest pass. I had to wait another 10 mins for the manager to come up and do the physical card. I didnt care much with the guest pass thinking I can just go back and add another one after a few games since Ive been waiting for 30 minutes at that point but sure enough I was wrong. I went back to him asking to purchase an additional guest pass he told me I couldnt do it anymore I could only purchase it with the main pass. I dont know if they get commission off the chips sold I felt like I was being lied to. He knew we were a party of three and that would make sense that we wanted 2 guest passes. And why would someone not wanting to buy the pass and get unlimited games for 10 days? Him not recommending the pass was very deceiving and I didnt like it. Instead of correcting his error he said there was nothing he could do and walked away. So we had to use the chips we had on the card that he recommended. Im asking **** and Busters to return the ships used on games yesterday since a guest pass purchase was unsuccessful due to worker error and to provide another guest pass or equivalent credit for us to purchase the pass.

  Business response

  05/06/2024

  Dear Reader,

  We are writing to express our sincere regrets concerning the experience ********************** had at **** & ******'s. As a company dedicated to providing exceptional service to all our patrons, we take any dissatisfaction very seriously. We would like to extend our gratitude to ********************** for bringing his concerns to our attention. However, despite our multiple attempts to reach out to him in order to address his concerns directly, we have unfortunately been unable to make contact. We value customer feedback immensely, and it is our utmost priority to ensure that every concern is acknowledged and resolved promptly.

  Rest assured, we have taken ************************** feedback seriously and have forwarded his concerns to the management team at the location he visited. We are committed to addressing any issues raised and implementing necessary improvements to prevent similar occurrences in the future.

  Once again, we apologize for any inconvenience or dissatisfaction ********************** experienced during his visit to **** & ******'s. We appreciate his feedback and the opportunity it provides us to improve our service. If ********************** wishes to discuss his concerns further, we encourage him to reach out to us directly at ************.

  Thank you for your attention to this matter.

  Sincerely,
  

  Dot *****

  Supervisor, Guest Relations

• Initial Complaint

  04/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4/19/24, I decided to take my son to **** and Busters for a fun night out. He and I hardly get to spend one on one time together so I wanted to do something special for him. I have been to this location before but it has been awhile since I last visited. I had two Powercards from my previous visits and went to the front desk in the lobby to see how much was still on them. There were two girls working behind the counter. the one on my left had customers and the one on the right did not so I approached her. I said hi and asked if i could get a balance check. She leaned up against the right side of the desk and told me I had to wait. At that moment the girl on the left began using her computer for the transaction she was doing. I said okay and I waited. As I was waiting they were speaking about root canals. The girl on my right had just had one done and was holding ice to her face. I had empathy for her and figured that could be why she wasn't being so friendly. After the girl on my left finished her transaction the girl on my right held her hand out to grab my cards, I gave them to her and she just printed out the receipt for them and handed them to me. I took them and moved out of the way so I could read them. She didn't speak to me and began taking care of other customers. I felt a lot of tension from her so I went and sat down on the bench with my son and attempted to download the **** I was able to reserve a table and that was it. The *** kept malfunctioning and would not work. My table reservation was nearing so I decided we should go and eat and worry about tokens later. We got seated and waited for our server, *****. ***** was very nice. I ordered a glass of wine and my son had Chicken tenders. The food came quickly and the fries were old and cold. The chicken tenders were overcooked and dry. But it was our "supposed" fun night out and I didn't say anything. I paid the bill and left a decent tip for *****, who again was very nice. I decided to avoid the lady at the front desk and attempt to use one of the kiosks to purchase gaming tokens. But every time I would tap the machine it would not work. I quickly realized my cards must be un usable. It would have been really professional if the women would have mentioned that to me earlier but she didn't, so I had no choice I went up front and had to speak with the same women as before. I said to her that these cards do not work at the kiosks and that I would like for these two cards to be combined and then put onto something that I can use all throughout the store. She said she cant do that she has to combine them first. I said okay but then can you put them onto one card that I can use everywhere. She was clearly annoyed by me, but said she is trying and then asks me how much would I like to buy, I tell her the $33 one. She charges my card, I sign and she gives me a receipt. I stuff into my back pocket. She begins swiping this card and that card and so on. At some point the receipt falls out of my pocket and my son picks it up. he asks what he should do with it and I told him he could throw it away. All this time the girl is still swiping this card and that card, when she then realizes she cant do it and tells me she has to have a manager help her. I agree and then she asks me to stand to the side. I do. She begins servicing other customers. Finally another girl comes from behind her and lays a bunch of keys next to her. She finishes up with the other customers and then begins swiping cards. Doesn't say a word to me. I can only assume that she is now working on my transaction but I have zero conformation from her. At this point I have been waiting between 4-8 minutes, and have tried the *** and the kiosks and just cant seem to get anything to work so I can enjoy my time with my son. My son who at this point is bored and can see the tension at the desk comes over to me and asks if we can leave, I myself am feeling extremely unwelcomed and ask the girl for a refund instead. She annoyingly tells me that's for a manager to do as well. I say okay and stand off to the side again. I waited a few minutes for the manager. This women comes from behind the desk and appears to be moving pretty quickly and is looking already agitated. Both women behind the desk start speaking to one another, She explains to the manager that she cant get the cards to combine. I interject and say I would just like a refund and want to leave. I explain to her that I am not having a very good time and that the communication that I have been receiving has been un pleasant. The manger angered by what I said asks me if I had a receipt. I ask my son if he still had it which he replied he threw it away. I told her he had thrown it away but that I had JUST purchased the $33 one. The girl on the right said NOTHING! She knew what I had just purchased but said nothing. The manager just handed me back the two original powercards and attempted to walk away. I spoke up and said No, I want my refund. At this point I spent $33 and had nothing to show for it. She said she cant do the refund without a receipt. I again told her its in the garbage and she said she cant do anything. Any business I have EVER worked at can pull up transactions, also the girl on the right couldve EASILY confirmed my transactions. Instead, I had to go to the lobby garbage can and dig threw the garbage in front of my son, in front of other customers some of which were kids my sons age, as they stood there and giggled at him and me. He was mortified and so was I. I found the receipt took it back to the front desk where the manager was standing there servicing another customer who had a slew of old powercards. She couldn't even wait for me while I dug threw the garbage? I was so embarrassed and again stood quietly off to the side to yet again wait my turn. She seem to take her time to make sure I knew she disliked me and didn't care that I was miserable and mortified. Once she was finished with the customers who were in line, she picked up the receipt that i dug threw the garbage can to get and attempted to work on my transaction but then looks to other girl and says the system is frozen. I told her that I hope she is proud of herself for making me go threw the trash over $33 and that I cant believe she would have me do that. She lied and said she didn't know that it was in the garbage. I told her yes you did because I told you it was. She then attempts to do the refund but says she cant. She calls manager ***. At this point I begin recording on my phone. *** comes threw the walkie and tells her refund cant be processed until the next day and that she has to get my information. I'm flabbergasted. I've never had a refund work like this. She begins to ask me for my name card number and phone number. All of which Im not comfortable giving her to write down on the back of a piece of receipt paper. I ask to speak with ***. She explains that this is how their refunds work because they work with OneTime dining. I dont know who these people are but again ask to speak to ***. I also tell her Id like the number for corporate. She tells me to call and speak to ****. I tell her I don't want to speak to **** that Id like to speak to someone at corporate, She says **** is who I would need to speak with. *** finally appears and I ask him why this is the process, he was clearly annoyed by me as well and said they need my phone number so that he can call me and tell me when they initiate the refund. I said that's not necessary and that I've never had a refund work like this. he then asked for my email address, I decline. Not one manager at any time seem to care about my experience that I was having. I asked *** for the number to corporate, he told me he didn't have it. At some point the security guard had come over and begin digging through a drawer of business cards. I again questioned how they could not know their own corporate offices phone number. *** tells me to call ****. At this point I really was feeling unhelped and unwelcomed, and again declined to speak with ****. The security guard there hands me a business card with ***** name on it. Turns out that **** is the general manager of their location. I said again I did not want to speak with ****, I want corporates phone number. I also tell them that I have been recording and that's when *** instructs the female manager to look up corporates phone number and begins to tell me that's why they gave me ***** card because they are going to write corporates number on it. I knew that was a lie but what could I do at this point. While waiting the kind eyed security guard does something no manager ever thought to do. he asked me what happened tonight. So I was able to tell him the whole story. *** kept interrupting me but I was able to finish my conversation with the security guard and say what I wanted to say about my evening. I was upset, but I never cussed or yelled at anyone. I simply stated what happened and told them that its been a long time since I was able to spend time with my son and that they had embarrassed both of us and ruined my night. *** begin calling my son Big Guy and apologized to him. Not one ounce of empathy was given towards me. I am still going to wait for my refund but will be filing a complaint with BBB and the ************************* How I was treated after spending $58. there that night is absurd. I waited my turn and then some. My heart broke for my son who was so mortified and let down. I know a lot of businesses are struggling and whatnot but this cannot be the new normal. This cannot be how customers are being treated when they come to an establishment. I am now requesting the amount I paid for our dining experience as well. I paid roughly 30 for dinner, and 33 for the tokens.

  Business response

  04/23/2024

  Dear Reader.
  
  We are writing to express our sincerest apologies for any inconvenience ****************** may have experienced during her recent visit to **** & ******'s. We deeply regret that ********************** expectations were not met, and we want to assure ****************** that we take her concerns seriously.
  
  Please know that we have already reviewed the video footage of ********************** interaction with our staff and while we recognize our opportunities, we also determined that ****************** threw the trash can in question across the lobby, posing potential harm to others. At **** & Busters, we strive to provide exceptional service and an enjoyable experience for all our guests. We understand that any inconvenience can be frustrating, and we apologize for falling short of ********************** expectations. Rest assured, ********************** feedback has been shared with our staff and management team, who have addressed the issues ****************** encountered. In the interest of employee confidentiality, we are unable to share the outcome of those discussions.

  We respectfully decline to provide any compensation with regard to this matter. We regret any inconvenience that this may cause.
  
  Best Regards,
  
  **************
  Supervisor, Guest Relations
  **** & Busters

  Customer response

  04/23/2024

  I am rejecting this response because:   I did not throw the trash can across the lobby. That is a lie. 

  Customer response

  04/30/2024

  They still have not processed my $33 refund for the gaming card that they never gave to me

• Initial Complaint

  04/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Games at ********* and *********** locations in ** being blatantly adjusted in order to not work properly. This has causes countless patrons to spend more money or waste most of their credits. I have been witness to tons of patrons trying to win a prize or spend tons of money trying to win other items out of games only for the workers to come over and work on the machine only to make the prize harder to get or take them away. This feels like an unfair business practice, especially since the average person has to spend $50 to at least get 2 hours of any fun with their prices.

  Business response

  04/23/2024

  Dear Reader,
  
  We hope this email finds you well. We are writing to sincerely apologize for the recent issues ************** encountered with our games during his visit to **** & ******'s. We understand how frustrating it can be when the games do not function as expected, and we deeply regret any inconvenience caused. Please know that we have addressed **************** concerns with the ********************* at the store in question and have provided direction to ensure that our games are being monitored and serviced within the parameters of **** & Busters policies.
  
  In an effort to reach amicable resolution and show our appreciation for **************** continued support, we have provided ************** an additional gameplay credit on his Power Card as a gesture of goodwill. This credit will allow ************** to enjoy more games and experiences during his next visit to our establishment.
  
  Once again, we sincerely apologize for any inconvenience caused, and we appreciate **************** understanding and patience. We value **************** loyalty as a customer and look forward to serving ************** better in the future.
  
  Respectfully,
  
  **************
  Supervisor, Guest Relations
  **** & Busters

• Initial Complaint

  04/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company is stealing money form the clients by clearing cards of balances if they go to other locations. if this is being done nation wide then this could come out to millions of dollars that they are pilfering from clients and this needs to be stopped and fully reviewed by the *** and BBB. I would like for them to have signs and training informing clients of this as once their books are reviewed I am sure that you will open up a ********* box of them doing this purposely to generate profits. I have read their full contract and the only reason they could be doing this if as state 6. Any resale or other transfer of a Power Card or Power Tap for consideration will render the Power Card or Power Tap and associated chip and/or ticket balances void and subject to cancellation.this is not the case and they are auto voiding people as if they have sold the card if they go to more than one locations. this would be like target locking a gift card because you shopped at another target. this is very illegal and shady and they need to stop auto voiding cards as they are losing Americans money and stilling from families that are facing tough economical times.

  Business response

  04/09/2024

  Dear Reader,
  
  We are writing to extend our sincere apologies for any inconvenience ********************* may have experienced as a result of our policies. While we understand that these policies can sometimes be frustrating, we would like to take a moment to explain why they are necessary and enforced at **** & Busters. First and foremost, our policies are designed to ensure the safety and enjoyment of all our guests. We strive to create an environment where everyone can have a great time while feeling secure. By implementing certain guidelines, we can minimize potential risks and maintain a pleasant atmosphere for everyone. Additionally,our policies help us maintain fairness and consistency in our operations. We aim to treat all our customers equally and provide a level playing field for everyone to enjoy our games and attractions. Enforcing these policies ensures that no one gains an unfair advantage or monopolizes our resources, allowing everyone to have an equal opportunity to participate and have fun. Moreover,our policies are in place to protect the integrity of our business and prevent any misuse or abuse of our facilities. We invest significant resources in maintaining our equipment, ensuring it is in optimal condition for our guestsenjoyment. By adhering to our policies, we can safeguard our assets and provide a high-quality experience for all our guests.
  
  ********************** brings to attention his concerns regarding roaming between locations with his Power Card. Please know that we require our guests to update the location where they are visiting for the security and integrity of the Power Card. Location status can be updated by visiting our Front Desk Team Members or at a self-serve kiosk. Upon updating the store location, all guests will be able to view their full balances available on their Power Card.
  
  Please be advised that we have discussed Mr. ********** concerns with him at length and during this interaction the roaming status of his Power Card was updated and all chips and tickets were restored for Mr. ********** enjoyment.
  
  While we understand that certain policies may not align with individual preferences or expectations, we continuously review and update them to strike a balance between customer satisfaction and operational efficiency. We regret any inconvenience this may have caused **********************.
  
  Sincerely,
  
  **************
  Supervisor, Guest Relations
  **** & Busters

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Took my 3 children to **** and busters to play games. I loaded ***** on my app and power card. When I arrived at **** and busters my card only showed that I had 40 chips when I should have had 330 chips. I went to the manager **** and he looked up my history on the card. He saw where I purchased on my power card but didnt know why it wasnt showing the chips on the power card. He said the app is a 3rd party company and I would have to call them that there was nothing he could do. I called multiple times to the number provided just to get turned over to voicemail after waiting 15 minutes for someone to answer. I sat in **** and busters for 2 hours with 3 kids to only be disappointed with the whole experience. I decided to eat there why I waited for someone to call me back which never happened. The service we received at dinner was TERRIBLE!! We waited 30 minutes just to get our drinks. I asked the waiter if he could make a kids pasta with marinara. He said yes. We waited for our food for my sons pasta to come out with ********************. He returned to the kitchen and returned with ******* sauce and voodoo sauce mixed together. I said its fine dont worry about it. By the time he left the table I realized I have no silverware and waited another 15 minutes. He finally comes back and he said you dont like it I said no I dont have silverware. I asked for a to go box because I was getting upset. We had to ask another server for a refill and also asked another server for silverware and he just ignored us. So dinner was ****** dollars for me and my 3 children to eat with the worst service ever and ***** on a power card that shows you paid and taken out of your account and you cant even play because you went through **** and busters app that is apparently 3rd party. Oh and the waiter charge me ***** for pasta and marinara for a 6 year old. Ridiculous! I just want a refund.

  Business response

  04/15/2024

  Dear Reader,
  
  We hope this email finds you well. We are writing to express our sincerest apologies for any inconvenience ****************** may have experienced during her recent visit to **** & Busters. We deeply regret that Ms.******** expectations were not met, and we want to assure ****************** that we take her concerns seriously.
  
  At **** & Busters, we strive to provide exceptional service and an enjoyable experience for all our guests. We understand that any inconvenience can be frustrating, and we apologize for falling short of Ms. ******** expectations.Rest assured, Ms. ******** feedback has been shared with our staff and management team, who will address the issues ****************** encountered promptly.
  
  We would like to inform ****************** that refunds for in-store purchases are handled directly at the store level. Therefore, we have forwarded the necessary details to the management team of the location ***************** visited for their review and assistance. They will carefully assess Ms.******** case and take appropriate action to address Ms. ******** refund request. Our records indicate that ****************** has been in touch with the General Manager of the location regarding the refund request, and they will be handling the refund request directly and communicating the outcome with *****************.
  
  **** & Busters regrets any inconvenience this matter may have caused ******************.
  
  Respectfully,
  
  **************
  Supervisor, Guest Relations
  **** & Busters

  Customer response

  04/15/2024

  I have reviewed the business response and accept this resolution. 

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