ComplaintsforBowlero Corp.

• Initial Complaint

  12/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I wanted to take my family bowling, so my teenage daughter used her smartphone to reserve a lane on the Wednesday before Thanksgiving on the Bowlero website and she mistakenly entered the number of bowlers as 5 instead of 4 and we didn't realize the mistake until after she had already entered my card information and paid on-line. We didn't think it would be a big issue thinking we would be able to take care of the mistake once we arrived at the location and spoke with management. When we got there and addressed the issue with management at the ************* location, they informed me that since it was booked on-line, they couldn't do anything from their site and to contact their corporate office to receive a refund. They were also running a promotion at the site that would have charged almost half the price than what we paid on-line. Since it was the Wednesday before Thanksgiving, their corporate office would be closed until the following Monday. I have proof that we only had 4 bowlers that evening and each of us had shoe rental and each bowled a total of 3 games, but we were actually billed for an extra bowler, an extra 3 games and for an extra shoe rental that we never used. I sent several emails to their corporate office explaining the situation and was told from their customer service manager, "Due to the terms and conditions we cannot refund the guarantee spent." I was charged for an "event fee" when we were only reserving a lane, plus overcharged for 1 extra bowler that never played and 1 shoe rental that was never used is nothing more than thievery! They should have issued me the credit for those overcharged items at the very least! And since I was charged twice as much because we booked it on-line, they should issue a future credit or some kind of incentive to get me to come back, which is very unlikely at this point. I shouldn't have to resort to filing a complaint with the BBB to get them to do the right thing.

  Business response

  12/18/2023

  Our Booking Team has issued a refund for ******************** for the amount he was questioning.  ***************** Team also called and spoke with ******************** to let him know and apologize for inconvenience.  In addition, we also offered ******************** the chance return to the center as our guest, which he happily accepted so we believe the issue has been resolved. 
  
  Please feel free to contact Bowlero ************************* if you have any questions or need any additional information.
  
  Thank you,
  Sr.Guest Service Manager

• Initial Complaint

  11/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I contacted Bowlero in October 2023 about scheduling my daughter's birthday party at an AMF bowling alley in *********, **. A "party planner" from Bowlero reached out to me to let me know the costs, and packages offered and she explained that on the day of the party, I would have someone at the bowling alley who would assist me with the party and setup. I said great, chose a package, added additional food to the bill for the parents, and confirmed the guest count so there would not be any surprise charges the day of.On the day of the party, I arrived at the bowling alley 30 minutes before the party to set up and add some decorations. The gentleman at the front desk apologized that they did not have anyone to help me. He said 3 employees called out that morning and they were short-staffed. The party started a little chaotic. We had zero assistance and no food. We were told the kitchen only had one cook and she would try to bring food out as soon as she could. She was very nice and my husband and I were understanding of the situation. A mother of one of the guests showed up to the party with her two sons who were not included in the guest count. She said to me that she would pay for her lane so they could bowl and we would not be stuck with the bill. My husband was trying to be a nice guy by going to the front desk to arrange the lane for the mother. He asked for a lane for her and her two sons and signed the receipt without realizing what he was being charged for. When the mother went to reserve the lane and explained this was for her sons and not part of the party the gentleman dismissed her and told her it was taken care of. He didn't take the time to try to clear up any confusion, he was quick to charge my card.When the party was over the bowling alley charged me an additional $164.74 AND $166.56. When I contacted them to ask why, they said I requested another "party" lane and charged me for the 11 guests that I had already paid almost 300 dollars for. My 6-year-old birthday party with ***************** $620!!! I have contacted the corporate "party planner" and the bowling alley and neither will return my calls or emails. I was willing to pay for the mother's bowling lane for 2 kids, not for 11 children that were already paid for. Even if I asked for an additional party lane why am I being charged an extra $300??!! That's more than the entire party should have cost me!This place is a scam, they will steal your money and not return your phone calls!!! Beware!

  Business response

  12/11/2023

  The District Manager (DM) for AMF Star Lanes called and spoke with *****************  The DM apologized for the experience and asked **************** to visit the center on December 9th so we could issue a refund for the misunderstanding with the pricing,so everything has been taken care of. 
  
  Please feel free to contact Bowlero ************************* if you have any questions or need any additional information.
  
  Thank you,
  Sr. ************* Manager

• Initial Complaint

  09/25/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  My wife and I are league bowlers(Weekend Wonders) at ************ center. Our league started 3 weeks ago we went to bowl and wanted to use the 2 free games that are due to league bowlers, only to be told that we were not in the system. I had to pay for 4 games, then then next week it was the same thing I had to pay for another 4 games. The 3 week I paid for 2.That is a total of 10 games. I have not received any relieve from the staff there. Could you please help. I not asking for anything that we were not ***********. I do have receipts for all transactions. Thank you *********************** ************

  Business response

  09/27/2023

  The General Manager (**) for ************ Lanes has spoken with *****************  The ** apologized for the inconvenience and verified **************** and his wife are now showing in the system as league bowlers, so their practice games and benefits are now available.  The ** also provided Free Game cards for the practice games that were missed before the system was updated.  **************** appreciated the call and the assistance, so everything has been taken care of.
  
  Please feel free to contact Bowlero ************************* if you have any questions or need any additional information.
  
  Thank you,
  Sr.Guest Service Manager

  Customer response

  09/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  08/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Saturday 8/19/23 me and my family members totaling (6) people went to bowlero in ************ ** to bowl upon entering the cashier told us there was a special offer happening at the time - 50$ for each person and with this deal you will get 3 games and a game card with shoes included I took this offer cause it sounded great I paid for the entire group we bowled two games and got credited for the one game we didnt play the cashier gave us 6 card with the one game we didnt play. Upon returning home I realized she charged us too much 108$ to be precise I returned to bowlero the very next day 8/20/23 to sisal to the manager I didnt have the receipt but I showed him my bank statement and he said since I couldnt produce a receipt he couldnt do anything for me on his end so he gave me the corporate number but no one answers it goes straight to voicemail and no one returns the calls. ( extra info we was assigned lane 35 and 6 ppl played )

  Business response

  08/30/2023

  The General Manager (GM) for Bowlero ************ called and spoke with **************** on August 29th regarding their visit.
  
  After reviewing the transaction details, it was determined the guest was charged incorrectly so we have issued a refund for the overcharge to the guests original form of payment. Processing time can vary from bank to bank, but most guests usually will see the refund within 5 7 business days. **************** was thankful for the call and resolution so everything has been taken care of.
  
  Please feel free to contact Bowlero ****************** if you have any questions or need any additional information.
  
  Thank you,
  Guest Service Manager

• Initial Complaint

  07/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to the bowlero bowling alley in *************, my experience there was over all bad I asked to be refunded because my brother did not want to end up bowling cause he was over all the problems we were having.. I went up to the front desk to be refunded for his shoes the lady explained it would be refunded back to my card with Im 5-7 business days. It was never refunded so I reached out again, they told me there was nothing I could do for me to contact my back and go from there. My bank reaches out to me says they cant help me I need to speak to bowlero and get a refund. I contact corporate they told me they would look into it and investigate these refunds, they called me and told me I was going to be refunded for the accidental charge but not the shoes the Man named **** from corporate extension number ****. Told me I needed to speak to the location for the shoes refund. I went to to go get the refund last week and from there when I went they told me that I needed to speak to corporate because they cant authorize a refund unless you guys authorize it so ever since then Ive been calling and I am getting nowhere.

  Business response

  08/02/2023

  The Area Manager (AM) for Bowlero ********* called and spoke with ******************. The AM apologized for the experience and advised we would be able to assist with her request during her next visit to the center. ****************** appreciated the call and is happy with the resolution provided, so everything has been taken care of.
  
  Please feel free to contact Bowlero ************************* if you have any questions or need any additional information.
  
  Thank you,
  Sr.Guest Service Manager

• Initial Complaint

  05/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We were on a field trip with our kids school and the lady that was working tried to blame children at our school for stealing stuffed animals that were won fair and square and then kicked ** out without reason just because we were part of that school. ** I am here with my kids, and my kids have not left my side, I know they have not done any wrong to any of the machines. This happened on 5/23/23. If you're going to have field trips then maybe you should have enough staff instead of being rude to everyone because you are having a bad day. I still have credits that I paid for and was made to leave. The other school that also had a field trip, river city science academy kids were completely rambunctious, throwing ***** throughout the bowling alley and hitting the machines.. if you're going to blame someone, blame the right school. Our school had adults watching kids everywhere they went. The other school let them run buck wild.

  Business response

  05/24/2023

  Our Area Manager (AM) for Bowlero Southside has spoken with *******************  For the inconvenience, they offered ***************** a chance to return to the center as our guest.  ****************** appreciated the call and is happy with the resolution provided, so everything has been taken care of.
  
  Please feel free to contact Bowlero ************************* if you have any questions or need any additional information.
  
  Thank you,
  Sr.Guest Service Manager

  Customer response

  05/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  05/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There are total 5 of ** including a 2 and half year old child playing bowling. The 2 year old didnt get the rental shoes, and no one told us or any sign in the store showing bowling shoes is mandatory. When we check out, *********************** and ********************************* insist we have to pay for the shoe rental for the 2 year old child, even we didnt use it. They are declaring its by the company policy, even for 2 year old child need to get shoe rental, we asked if we can see the policy, they asked ** to check company website, and ****** was trying to look up online though the company website for 5 minutes, and he couldnt find it, by the end he told us to call the corporate office to understand their policy, but he told the office has been closed, and no on-site manager could help ** to solve the situation, the only option is we pay. They are hiding charges to customers. We are being charged for services we are not using nor informed. It should be transparent for what service we are getting or what items we are getting charged.

  Business response

  05/25/2023

  The management team at Bowlero Arcadia called and spoke with **************. They offered to refund the shoe rental in question, but ************** stated it was not necessary because she was mainly concerned with the level of customer service they received during the visit.  We assured ************** the issue would be addressed and provided direct contact information should she decide she would like a refund for the shoe rental or to return to the center as our guest.  ************* appreciated the call and is happy with the resolution provided, so everything has been taken care of.
  
  Please feel free to contact Bowlero ************************* if you have any questions or need any additional information.
  
  Thank you,
  Sr.Guest Service Manager

• Initial Complaint

  05/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I attended Bowlero in ************ ******** on March 17 at 10pm with one other person. Upon arrival i ordered the 123 ounce cocktail, wings and and was charged ************************************************ After receiving the drink the waiter comes to me and says he has to take it back because legally the drink is for 4 people. So he said I would be refunded the money plus the money for the food which totalled about ******************************************************************************************************************* my money back!!!!! I just want my 50 dollars back for the drink I was charged for but couldnt enjoy!!

  Business response

  05/10/2023

  The General Manager (GM) for ******* ************ called and spoke with ************** regarding his visit.
  
  After researching the charge in our system, we show the transaction was voided once it was determined ************** was unable to receive the drink since it cannot be served to just one guest.  Since the transaction was voided the same day, a charge was not settled to his account so no refund is required.  We have included a copy of the transaction details showing the voided transaction.
  
  Please feel free to contact ******* ****************** if you have any questions or need any additional information.
  
  Thank you,
  Guest Service Manager

• Initial Complaint

  05/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Tonight between ****pm at Bowlero in ********* we came in and asked about renting a lane . She stated that to rent a lane is 9$ per game : we told her ok we will Do 4 games and it should Probably total around 40-60$ she said yes and she took our card and we went and played .After the four games we went to go check out and the general manager said it would be 180$ . I said nope you guys said 9$ per game not 9$ per person per game . She said all her employees are trained on how to tell customers the pricing . I said clearly not because this is a huge discrepancy . I do have 4 witnesses to attest . I even see Yelp reviews with this same place . This is a classic bait and switch scam by this location . I demand all our money back for wasting our time. They threaten to call the police if we did not pay the 180$ . A friend and I had to split the bill. You can book the same lane for half the price online this is incredibly wrong . I was forced to pay into this scam.I asked the general manager for the corporate number and she gave ** a fake number . We dailed the number to check , we confronted the general manager and she knew she was caught , she then provided ** with the real number . She and everyone there was unprofessional. They need to be disciplined !

  Business response

  05/08/2023

  The General Manager (**) for Bowlero South Boulevard called and spoke with *****************  They met at the center and the ** issued *************** a refund for the misunderstanding with the pricing,so everything has been taken care of. 
  
  Please feel free to contact Bowlero ************************* if you have any questions or need any additional information.
  
  Thank you,
  Sr. ************* Manager

• Initial Complaint

  04/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2.5-hour package for 6 guests for unlimited bowling, shoe rental and a $120 food and beverage credit. The total was $359.04, and I paid it online. Our reservation was scheduled for Saturday, 03/25/2023, at 8:30 PM. We arrived promptly at 8:15 PM. We checked in for our reservation, received our bowling shoes and were given our lane number. We went to our lane and looked out the food menu. We ordered our food at 8:50 PM. We inquired several times while bowling, about our food order. We were continually told that it was coming. Our lane reservation ended at 11 PM sharp and we had yet to receive any food. I was told by management that it is company policy to serve the entire order at one time. This wouldn't have been a big deal; however, my family is Muslim. This is our holy month of Ramadan and we had been fasting since 5 AM that day. We visited this establishment to celebrate one of my children's birthdays. I pleaded with management to bring something out as my children were starving. They kept repeating company policy. When we finally did receive our order at 11:20 PM, several items were cold and not fully cooked. My children ate what they could because they were famished. When I spoke to management about compensation for the long wait time and unpleasant food, I was told to call corporate. I have been calling and e-mail corporate since 03/30/2023. I have yet to converse with anyone.

  Business response

  04/28/2023

  Our Director of Sales (DOS) has called *************************, but was unable to reach her.  As of the time of response, the guest has not returned the call.  For the inconvenience,the DOS emailed ************************* to let her know we have issued a refund for the food and beverage charges, as well as an offer to return to the center as our guest so we believe the issue has been resolved. 
  
  Please feel free to contact Bowlero ************************* if you have any questions or need any additional information.
  
  Thank you,
  Sr.Guest Service Manager

*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. ↩