Complaints

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Id like to request a refund for our birthday booking on 5/4/24 at 2pm in your palatine location.We had booked couple weeks ago online but we never heard back from anyone confirming the booking. I went in personally at the location on 4/28/24 to confirm the arrangements a week before our event. The manger on site went over the contract. We had picked the meal option where we can bring our own food. The manger informed us we could not bring any crockpots or hot plates as there is not electrical outlet to plug them by the birthday tables. She also said we cant bring any disposable burner with flames or anything. She said we could carry it in any vessel but we wont be allowed to plug anything anywhere. She mentioned there was an employee microwave that we could use if needed.Today when we went at our reserved time for the birthday party, firstly the table that was shown to us a week ago was given to another party. I ignored that because I didnt want to inconvenience everyone at the last minute. The boy checking us in said we could not take our food inside. When we explained to him that we were told we can bring our own food, he brought another girl from the inside office. She kept saying no crockpots were allowed. We tried several times to explain to them that it wasnt going to be plugged in and the manager had in fact given us this idea. The staff was rude and refused to let us take our food. They said the manager didnt work there anymore. They insisted we buy a disposable foil pan from dollar tree and bring the food in that.We agreed to do that and asked them for their names so we can complain to corporate. They refused to tell us their name and asked us to leave the area. I told them I would take their photos so I can email corporate and they said u cant do that because Im a minor. I did not take any photos and told them I need proof and to provide me a document that they were denying our reservation, they were rude and refused to do that too and threatened to call the cops.Our guests had arrived long by then and we were forced to change our venue to a neighboring party place.Since the location staff refused us, please refund our deposit of $150. It looks like there is very poor management at this location and the staff dont seem to communicate with each other. Its not my problem the manger quit. Maybe the new manager ******** made an effort to call and confirm things with us.They told us to contact corporate for any refunds but refused to provide a phone number for the corporate office. I later called another location and they said there was no corporate office phone number. They said we had to email them and there was no one we could talk to. How are we supposed to resolve this when they dont even have a corporate number that we can call on?

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