ComplaintsforRound 1 bowling and amusement

• Initial Complaint

  09/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello,
  We are the ****** family, and we came to Round1 to celebrate our son's eighth birthday. I booked a party at the Fairfield Commons location. The party was scheduled for Saturday, August 26th, 3-5 pm. 
  In an effort to make my son's eight birthday celebration extra special, I purchased one of the higher-end party packages (in the #1 party room). The package included unlimited pizza, wings, fries, and drinks, as well as bowling and arcade games. We also purchased additional "rainbow" cards for each child that attended the party. 
  When I arrived at 2:30 pm, I decorated the room with goodie bags and the cake. I was told that ***** was our exclusive party attendant assistant, making sure the party ran smoothly.
  From the start of planning this event, communication with this facility was very difficult and unclear. Although the process was not easy, I moved forward with the plans due to my son's desire to have a "fun" party at this location.
  Round1 birthday invitations were supposed to be emailed to me in the days leading up to the party, but they never arrived.
  On the day of the party, it was recommended that bowling would follow the games. ***** our assigned party attendant informed me and my mother of how the day would proceed. ***** stated the following:
  1) We were assigned to party room #1
  2) We had access to this room for two hours, 3-5 pm
  3) She would be in the party room to assist with the party during this time period
  4) She highly suggested that the children play arcade games first, then eat & cake, then bowl. We questioned the timing of each segment of the party. ***** told us that as long as the party started bowling prior to 5 pm, that would be ok. I asked two times about the time and she confirmed the earlier statement. This statement was witness by a party guest. 
  5) We had access to the Karaoke machine. My husband had to locate ***** and ask her to show someone how to operate the machine. 30 minutes into the party it was determined that the keyboard was not operational and we would have to download the app to work.
  Our guests began to arrive at 3 pm and by 3:15 pm the majority of children and parents had arrived. 
  ***** was not in the room. Again, we had to search for ***** to ask for pitchers of water. The water pitchers had not arrived before the children had been disbursed into the arcade at 3:20 pm. 

  Formal BBB complaint is in attached document.

  Business response

  09/15/2023

  When a customer books a party in-store, we have a contract with terms and conditions that we cover with the guest. Each of these bullet points are read and agreed with the customer after they understand the bullet points. After they understand and agree, the customer initials to each of these points.
  Point 6 states “Your guests have 2 hours, or 3 hours, depending on your package, from the reserved start time to enjoy your party or event. After which you have 15 minutes to clear your area to make room for the next schedule reservation. Guests must be on time. Your timer will start at the agreed upon start time with or without your entire party. The service of food, drink(s), included in the party plan will also end 15 minutes before the ending time of the total time period allotted to the customer.”
  
  Point 10: “ALL participants are expected to abide by all Round1 house and facility rules. Failure to do so may result in expulsion from the facility, and early termination of the event without a refund. Round1 House Rules
  are Posted near each entrance.”
  
  Point 13 states “Party time, scheduled activities, food and any other services or products offered by Round 1 is considered final upon signing this “Terms and Conditions”. In addition, the agreed start time for your party cannot, for any reason be changed, delayed or extended on the day of your party. To begin your party activities, guest will be required to check-in with Round 1 Hosts’ or Managers starting 15 minutes before the start of your party. Payment of your party will be paid at the end and HOST will be required to hold onto a Valid ID and Credit Card through the duration. Payments are only accepted the day of your scheduled event. Extensions on your event will not be available.”
  
  These are the three points I want to bring up about this complaint. First is point 6. It states that their timer starts at the agreed time. As the guest stated, we let her into the room at 2:30pm, and before she got there, her other guests were in the room at 2:00pm.
  We did this in an effort to accommodate their party and go above and beyond to make sure they had enough time to set up for their party.
  
  Second is point 13. At 4:50pm, the customers came to the counter and wanted to bowl for an hour, we let them know they would be able to bowl for 10 minutes and if they wanted to bowl for an hour, this would be an additional cost. They agreed to this and purchased two lanes. After a complaint, we split their lanes and gave them an additional two lanes for free for the confusion.
  
  Lastly, is point 10. The whole time these inconveniences were happening, the mother and the father of the party were raising their voices and acting in a rude and demeaning manner. After an incident up on the lanes, a child was unsupervised and fell and was injured. While trying to fill out a guest incident report, the father of the party started yelling at the management team and physically touched members of the management team. That’s when they were not following Round1 House and facility rules, and received early termination of the event without a refund. When they were leaving, they were claiming discrimination and then proceeded to yell transphobic slurs at one of the management team after their removal. 

  Customer response

  09/18/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  My sincere thanks go out to you for your response, Eric.
  Thank you for referring to the terms and conditions of this agreement. I recommend that you review the terms and conditions with your party host.
  Unfortunately, the party host was not able to provide the service we paid for. After I alerted you to this issue, a series of events occurred that were perceived as retaliatory. Considering the nature of those events, I would appreciate the opportunity to speak with your supervisor in your region or district. Would it be possible for you to confirm that his name is **** *******?
  Thank you for your time. I look forward to hearing from you.

  
  
  

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