ComplaintsforThunder Zone Bowling

• Initial Complaint

  05/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The customer service and customer satisfaction is below zero with this company. It started off with ** being charged more than we should as one party had their own bowling shoes. We were told by staff our lane was *********************************************** our information into the computer. While getting situated in our lane another party stated that our lane was their lane. Instead of management coming over to explain the mishap considering we already paid. They send a staff member over to say oh you guys suppose to be in lane 23 and yall time already started.I spoke to a black male who identified himself as a manager rude from start to finish. I ask for his manager a white female who only wanted to hear what her employee had to say. The resolution was so below minimum its ridiculous. We ended up not bowling and of course they did not want to refund the money. We were inconvenienced no apology for their mistake. The manager not holding her staff accountable and disregarding the fact that their staff member ************ advised our time did not start until we entered in our information. On top of that the manager booked our lane to other guest as a favor to them under the table and moved us to lane 23 where people from that lane was just finishing up and I asked were they going to clean the mess up before we go over there. I will never step foot in that unprofessional place again and will pass on the message. Lastly they had the nerve to signal security and I made it very clear I have a Masters degree in Criminal Justice and I am very much aware of protocol. I was then refunded my money for my food but not the ***** spent when we did not bowl. I will be taking this matter to department of labor. Unfortunately we cant teach everyone customer service but staff quick to contact law enforcement if a customer hence a loud word and thats where I draw the line. Its ok for the staff to yell and be rude. This matter will be taken beyond this point.-****

  Business response

  05/17/2023

  A bowling staff member noticed the honest mistake of miscommunicating the lane numbers of two different customers.The staff member then went to the customers and apologized for the inconvenience and corrected the issue and told them the correct lane number. The customers continued to stand and occupy the wrong lane. Lane 23 was clean and had been unoccupied;Lane 24 the lane next to them had just left. However, the lane this customer was assigned was clean and unoccupied at the time of sale. The customers came to the bowling counter wanting a refund because they had been told the wrong lane number and their time had started. The Bowling counter Staff called the Manager on Duty to help resolve the issue, Security was already standing at the bowling counter when the Manager came to the counter. The Manager on Duty asked the customer to explain the issue, and then asked the employees side of the story.Upon looking at the lanes, the Manager on Duty offered to fix the lane and give them the time that had been lost back onto the lane that they were on. The Manger wasnt told about a mischarge for shoes. Had the Manager on Duty been told that they had been overcharged for shoes, they would have asked to see the customers bowling shoes and would have given the refund for the extra pair of shoes accordingly. The Customer did not like the resolution presented to them at the time and got loud and aggressive with the staff. The Manager continued to offer to fix the lane to give them the time that was missing, however, when the customer continued to yell at the staff members the Manager asked the customers to calm down and to no longer yell, after continuing to do so the Manager asked security to ****** them out of the facility. The customer let the Manager know that they had ordered food that they had yet to receive, and the Manager refunded them for their food. Then Security escorted them out of the facility. We believe our Manager did their due diligence to resolve the issue according to our policies that night. However, the Customer refused to accept the resolution that was offered. 

  Customer response

  05/18/2023

   
  Complaint: 20028432
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

   

  There was absolutely no apology given from ANY staff member. The security was NOT at the counter he was signal to come to the counter. We were at the lane given to us again advised by staff our lane did not start until we enter in the information. The team member came over NOT MANAGEMENT to advise we were at the wrong lane and our lane started at that point we came to the counter to speak to the black male manager who was rude from start to finish when I explained to him what the staff member advised us and explained I order food first because we were told the lane didnt start until we entered the info he said it wasnt his problem. I then asked to speak to someone above him in which the white manager came out. There was no resolution offered the manager again dismissed the fact her employee provided us with incorrect information.The manager stated either you going to over there and bowl or you can leave thats when I advised I was not her child and she will not talk to me like I am. She looked at security in which he said they want yall to leave as if we were the problem. Again its ok for your staff to be rude to guess and its common to LIE to save face. Upon walking out security even acknowledge he was sorry that happen. Right is Right Wrong is Wrong. The staff was rude no resolution bottom line.
  

  I will be taking this matter further. 

  Business response

  05/30/2023

  We apologize that you werent happy with your experience. We have since investigated the situation further and watched the security footage from your entire visit. Our Manager refunded you $5 for a pair of shoes, and $7 for your cheese fries that you did not receive. Both refunds were done as cash even though you paid for both on a card. We have also received your credit card dispute and responded accordingly.Our staff and managers handled the situation appropriately and in a timely manner given the busy time we were in.  Our staff did try to fix the original issue by putting you on a different lane, and our manager did try to resolve the following issue by giving the time missed back. The time that had elapsed was about 20 minutes of bowling, for which you occupied the lane but didn't bowl. When you denied all the options we gave, you chose to handle the situation loudly. Security was not called over, the security guard heard the volume at which you were handling the situation and came over accordingly. We are more than willing to again offer you an hour of VIP time to come and bowl for a future visit, however, that is all we would be able to offer at this point in time. 

   

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