ComplaintsforUptown Alley

• Initial Complaint

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My daughter and her friends went to Uptown Alley to celebrate her 14th birthday. While there, these children were essentially harassed by another customer. Instead of the employees of ********************** intervening, they put my daughter and her friends out. This also was the same time that they had ordered additional food which they were told was cancelled however I still have the charge for this burger that they never were able to consume. I called to find out what was going on before I arrived at Uptown Alley and the female manager was yelling at me because of my dissatisfaction regarding these 14 years being put out. Her response was that she stood behind the decision no investigation was done. I cant control that its raining was the response given by the same man that put 6 (14 year olds) out in the rain at 9:30pm without any type of supervision to ensure their safety outside their establishment. After another parent found out about their child being put out, the cameras were finally pulled and apparently our children were not the issue.It appears that these children were discriminated not only for their age but also their race.

  Business response

  01/12/2024

  Hi ****,
  
  Thank you for reaching out sharing this information for case number ********. I see where this states this is a follow-up notice as you have already attempted to contact me about this complaint and received no response;however, this is the first time I have received this information. So, I want to ensure that you have my direct email address for complaint notifications, which is, nfitzwater@uptownalleyrichmond.com.Below I have listed the response to the customers statement of the problem which was also addressed with the customers themselves on numerous occasions.On Friday, December 29th there were two groups bowling on a pair of lanes on our downstairs lanes. There was a middle-aged woman with her 3 children bowling next to the group from the statement. The woman approached management and stated that there was a group of teens that were taunting/harassing her and her children while they were trying to bowl. She stated that the teens were constantly coming over in her familys bowling lanes, making inappropriate comments to her children, and purposely taking her seat every time she got up to bowl.This woman stated that she asked the teens to please stay in their designated area of the bowling lanes and seating reserved for their group therefore she and her children could have the space they paid for; however, the teens refused which is why she came to management. When this situation was brought to the managers attention the manager separated the two groups and the woman and her children were seated in the restaurant away from the group of teens. While the manager was speaking to the woman in the restaurant another manager was checking camera footage which confirmed that the teens were in fact taking over the reserved seating of the other group and seen refusing to sit in their designated area. The teens were also seen bowling without their bowling shoes,which is a policy we have in place for safety measures. The in-house security approached the group of teens regarding their behavior and interactions with the other group, this is when it was seen that there was no adult supervision with this group of teens were asked to leave the facility. The bowling and food were refunded, and all receipts have been attached below. The parents were also contacted and informed that they could return with their children at no charge to them to celebrate the birthday celebration that was interrupted due to the circumstances listed above.
  

  Thanks, 

  *******************************
  General Manager
  Uptown Alley ********
  Uptown Alley ******** | Sports Bar | **********, **
  Uptown Alley, located in **********, is a ****** square foot multi-level entertainment venue featuring bowling, an arcade, a full-service restaurant serving Americana classics, an ultra lounge, and more.
  www.uptownalleyrichmond.com
  Phone:   *************
  Mobile:  *************
  Web: *****************************************
  Email: *******************************************
  
  6101 ****************************************
  **********, ** 23112

  Customer response

  01/15/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  These statements are NOT true from ******, as the parent (myself) has not been contacted by the owner. I have reached out to ***** twice and have not received a phone call nor emailed response and I am the parent of the birthday child who was the first one on site at the bowling alley as well as the one who REQUESTED the refund after failed attempts to originally get this rectified.
  As I spoke with ****** previously, I did state I would like to speak to the owner and as of today 1/15/24, I still have not had that occur. Also, I would like to address that on different occasions, this story has changed which is why again, my request is to speak with the owner either by responding to my email or calling as I have gotten nowhere with ********************************
  
  Regards,
  
  *************************
  
  
  
  
  

  Business response

  01/19/2024

  Hi, 

  Uptown Alley has addressed all individuals regarding this matter and has invited all parties back to return. All parties have been refunded their ************************************** stated she was pleased with the solutions made. 

   

  Thanks,

  
  *******************************
  General Manager
  Uptown Alley ********
  Uptown Alley ******** | Sports Bar | **********, **
  Uptown Alley, located in **********, is a ****** square foot multi-level entertainment venue featuring bowling, an arcade, a full-service restaurant serving Americana classics, an ultra lounge, and more.
  www.uptownalleyrichmond.com
  Phone:   *************
  Mobile:  *************
  Web: *****************************************
  Email: *******************************************
  
  6101 ****************************************
  **********, ** 23112

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