ComplaintsforNickels and Dimes Inc.

• Initial Complaint

  05/31/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Gift card scam

  Business response

  06/04/2024

  We apologize for any inconvenience caused by the error in the game resulting in a sudden payout of prizes. Unfortunately, when a game experiences a technical issue and fails to record a legitimate win, we are unable to honor the prizes. However, as a gesture of goodwill, we'd like to offer you a $20 game card as an apology for this situation. 

  Customer response

  06/04/2024

  I am rejecting this response because:   They only offered me a 20$ dollar play card after this mess I do not want to go back there the gift card I won was for 150$ plus all the money I put into the machine so I do not think the 20$ game card is enough for me. Again if they did the right thing I would not have a problem with them but its the fact our 3 year old was so excited about it to get the game he wanted for the switch.

• Initial Complaint

  08/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a party for my sons 6th birthday to be held at Tilt Studio in ****, ** on 8/5/2023 and paid a total of $356.68 for the package. Tilt committed to provide me with a party host to oversee the flow of the party that is laid out on their website, and provide items that we needed, as well as goodie bags for the participants. I was informed the day of the party upon arrival that there was no host. This was the primary reason that I booked the party room instead of organizing it myself. Because there was no host, I missed most of my sons birthday party. I was in charge of pizzas, rounding everyone up, trips to the counter to get napkins, plates, etc. Each time I went to the counter, I had to wait until someone back in the kitchen noticed that I was standing there. When the pizza was ready, I had to order more because they werent the size promised. For that, I had to send some kids back to play while more pizza cooked, and then round up the second group to eat when it was ready and serve everyone with the spatula that they gave me instead of a pizza server. I was given a butcher knife to cut the cake and no cake server. There was no trash can so trash just piled up on the tables, which was uncomfortable for everyone. When I got home, I realized I was not provided goodie bags that were promised. I called the corporate office and spoke with ************************* who was sympathetic of the situation and said shed call me back. Instead, I received an e-mail offering me a $50 play card. I responded that a $50 play card was not sufficient to make things right with the situation and provided all the details and issues in writing for their records. I received no response. I wouldnt have booked a party there if Id known that I would be taken away from my sons 6th birthday party. Tilt Studio cannot refund me time and memories that I lost with my son, but they can refund me for the party package as it was misrepresented and incomplete.

  Business response

  08/21/2023

  My concern is she lists me by name. 

  Business response

  08/22/2023

  My concern is she lists me by name. 

  Customer response

  08/23/2023

  I am rejecting this response because: Im unsure what the concern is or how it is a response to the complaint I submitted. When filing a complaint with the Better Business Bureau, I was asked to provide as much detail as possible. ********************** name is already listed on the BBB as the Principal Contact. My intent was to advise that I had already reached out to the appropriate person prior to submitting the complaint.

  Business response

  09/28/2023

  We will not be issuing a refund. We have spoken to you multiple times on this and you did not raise any concerns about your party during the party. We have offered you a $50 play card which you declined. 

  Customer response

  10/09/2023

  I am rejecting this response because:   Tilt was aware of how dissatisfied I was at the time of the party. When I got there and they informed me that there was no host, I replied I was not prepared to run this party. Online is said there would be a host and that there was a specific flow to the party, so now thats on me?. I was visibly upset,and they didnt know what to do. I did not escalate it further from there because all I could see that accomplishing was making a scene and ruining the party for my son and the guests.  My focus switched to the party and guests and not on the negativity of the situation. This is why I decided to handle with corporate when I got home.After leaving a message at corporate as soon as I got home from the party, I spoke to you only one time on the phone the following Monday. That was followed by an e-mail you sent to me offering me a $50 playcard, which I declined because after everything that was discussed, a $50 playcard was offensive to me and didnt even come with an apology. There was so much more could have been done to rectify the situation that I would have accepted and moved on. I reached out two more times by e-mail, but never heard back. I was even charged $30 separately for party bags I never received, which I e-mailed you about. I've spent the energy that I wish to spend on this. Ive had nothing but legitimate and reasonable complaints that I brought to the company as a customer through all of the proper channels, but I can see that there is zero accountability taken by the business. A business that doesnt hold their customers as #1 has a long way to go. Customers should be your top priority, not trying to argue a point with weak and untrue facts. My complaint remains as is. 

• Initial Complaint

  12/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Due to the nature and extensive details needed to portray my issue, I have attached 4 screenshots of the entire complaint. Tried to paste here but was 2500 characters over the limit. Thank you.

  Business response

  03/22/2023

  Business Response /* (1000, 5, 2022/12/09) */ We want to apologize this is not the type of experience we want guests to leave with. We have reached out via email and would like to give you a $20 play card. Please let us know the date and time you plan to come in to get that. We have also spoken to our entire party team to ensure they are providing the highest quality of customer service. Consumer Response /* (3000, 8, 2022/12/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did have correspondence with a Danielle from ***********. I have attached the emails. I have also attached the text from their assistant manager. Danielle basically said that I never asked for a manager the whole time we were there to get things fixed. However Melody is the assistant manager, as you can see proof in the text I uploaded. Melody was in charge of my birthday party. So there was no way I never spoke to a manager, when all we did was interact with her with our concerns. I emailed Danielle back on Friday Dec 9th but never heard back yet. I typed: The only manager we spoke to the entire visit was your assitant manager, Melody L***. She was the one in charge of the party, as she showed us the room, "set up" play cards, brought ice cream, and told us at the bowling area that most of the time the attractions or games dont work because the customer is stupid. I do recall going to the front desk area where the cards are loaded, there was a few employees, one with curly hair, his name is Mika, I hired him at his previous job and there was another teenage looking boy there as well (he had to fix the bowling later on since it was broken). There was no GM upfront at any point because when we told the kids the cards weren't loaded they had to get Melody. Unless you were told we spoke to Ed, the GM, that he had to go get Melody, the assistant GM, to fix the cards-which doesn't make any sense you know, as the GM should be trained and supercede everyone in performing all job duties... When we noticed not everyone's play cards were set up properly due to negligence by your assitant manager, Melody, some of the guests had already left! At no point did we speak to Ed, the general manager. He would not come out of the office when my wife and I requested help from Melody at the prize area. Melody even went to the office to get him. VR was not loaded properly nor were the attractions on the cards. That was noted in my initial complaint. I also let Melody, your assistant manager, know about the warm, smashed oreo bars- where I asked for new ones and was not afforded them- also in my initial complaint. Her party was Nov 19th, Saturday, I filed my complaint on Dec 3rd, 2 weeks later. I stated st the beginning of my complaint I had been mandated at work, 70hrs a week and I apologized for not notifying *********** sooner. It seems because it took 2 weeks for me to gather and file a formal complaint somehow makes it less relevant to Nickels and Dimes Inc? I would hope not. The consumer/guests were let down in this scenario, I just want the company to make it right. I have attached Melody's text to me stating she's the assistant manager of ***********, since you said in your last email "at no point did you ask to speak to a manager", when the entire time up to around 6pm (when Melody said she was leaving) we engaged with a manager. I do hope we can clear this up, we are both very busy adults. Thank you, End paste. I do hope Tilt Studio can do much better than a $20 play card.. maybe I need to contact the S***** family. THE OWNERS.

• Initial Complaint

  12/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/20/21 at approximately 1:15PM my wife and I entered a business transaction with Nickels and Dimes Incorporated. This transaction took place at the Arizona ***** Mall in Tempe Arizona. This transaction was in the form of placing a dollar bill into one of Nickels and Dimes Inc.'s Claw Machine games in exchange for 2 plays at the game. We were attempting to play for a Bart Simpson doll. The machine took our money and did not function properly. The joystick was broken and would not navigate left to right. The appearance of the machine was not indicative of having any functionality issues. We called the number posted on the machine for customer service: (XXX) XXX-XXXX but only reached an answering machine. This call took place on a Monday at 2:00PM which is within reasonable business hours. We received no response. We want our dollar back, or the Bart Simpson doll for our troubles.

  Business response

  02/21/2022

  Business Response /* (1000, 9, 2022/01/24) */ Our game technicians are looking into the game and we will be in contact with you shortly. We cannot give you a prize but if a malfunction in the game is found we can refund your two plays.

*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. ↩