Business ProfileforEscapades Escape Rooms

Horrible customer service. Wanted to reschedule my times for a friends birthday because of weather related events, and instead of negotiating or even attempting to help they hung up on me mid conversation and then proceeded to block my number. I hadn't said anything even slightly rude, having asked for clarification of their policies and asking about their weather related rescheduling when the person on the phone became rude and hung up.

At Escapades Escape Rooms we have a very clear policy that regarding rescheduling. This is posted in several places on our website and also posted on the email confirmation that the customer receives when they book. The rule is that if you need to reschedule we need a 2 day notice and we can simply reschedule the appointment. If it is the day before there is a $30 rebooking fee. The day of there are no reschedules, refunds or forwards because it is difficult to fill the abandoned booking last minute. This customer failed to follow our company policy, then threw a raging fit when we refused to issue a refund. Calling 3 hours before their booking in an attempt to cancel is not permitted. When we tried to explain this, the customer argued for more than 5 minutes and refused to take what we were saying until we finally disconnected the call. This customer is now posting negative reviews all over the internet. We cannot be held liable for customers personal lives and their inability to keep their appointment. As a small business with only 8 appointments available on a Saturday we simply cannot afford to "eat" the sale when they flake out on their appointment. With all of that being said, this was literally the only group the entire day that called to reschedule due to "weather". The weather forecast for some snow has been posted for a full week. If the customer was concerned there was plenty of opportunity to reschedule in a timely fashion until just hours before we expected them to arrive.