ComplaintsforDave & Buster's

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The worker ******* at **** and busters ******, ** location was unfriendly and dishonest. We wanted to sign up for the $79.99 spring break game pass initially but he said he Wouldnt recommend it with no reasons given. We ended up buying $120 worth of the chips on the new card first and had to go back to the counter and purchase the game pass afterwards. After 20 mins of waiting, Instead of calling me which was the next in line he called the person behind me instead. I had to go up to him after he was done assisting the person came after me to let him know that I was the next in line and had been waiting for assistance. His response was simply an Okay. I told him I wanted to buy 1 game pass and 2 guest passes initially with converting the digital card. I guess the only heard 1 guest pass. I had to wait another 10 mins for the manager to come up and do the physical card. I didnt care much with the guest pass thinking I can just go back and add another one after a few games since Ive been waiting for 30 minutes at that point but sure enough I was wrong. I went back to him asking to purchase an additional guest pass he told me I couldnt do it anymore I could only purchase it with the main pass. I dont know if they get commission off the chips sold I felt like I was being lied to. He knew we were a party of three and that would make sense that we wanted 2 guest passes. And why would someone not wanting to buy the pass and get unlimited games for 10 days? Him not recommending the pass was very deceiving and I didnt like it. Instead of correcting his error he said there was nothing he could do and walked away. So we had to use the chips we had on the card that he recommended. Im asking **** and Busters to return the ships used on games yesterday since a guest pass purchase was unsuccessful due to worker error and to provide another guest pass or equivalent credit for us to purchase the pass.

  Business response

  05/06/2024

  Dear Reader,

  We are writing to express our sincere regrets concerning the experience ********************** had at **** & ******'s. As a company dedicated to providing exceptional service to all our patrons, we take any dissatisfaction very seriously. We would like to extend our gratitude to ********************** for bringing his concerns to our attention. However, despite our multiple attempts to reach out to him in order to address his concerns directly, we have unfortunately been unable to make contact. We value customer feedback immensely, and it is our utmost priority to ensure that every concern is acknowledged and resolved promptly.

  Rest assured, we have taken ************************** feedback seriously and have forwarded his concerns to the management team at the location he visited. We are committed to addressing any issues raised and implementing necessary improvements to prevent similar occurrences in the future.

  Once again, we apologize for any inconvenience or dissatisfaction ********************** experienced during his visit to **** & ******'s. We appreciate his feedback and the opportunity it provides us to improve our service. If ********************** wishes to discuss his concerns further, we encourage him to reach out to us directly at ************.

  Thank you for your attention to this matter.

  Sincerely,
  

  Dot *****

  Supervisor, Guest Relations

• Initial Complaint

  04/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4/19/24, I decided to take my son to **** and Busters for a fun night out. He and I hardly get to spend one on one time together so I wanted to do something special for him. I have been to this location before but it has been awhile since I last visited. I had two Powercards from my previous visits and went to the front desk in the lobby to see how much was still on them. There were two girls working behind the counter. the one on my left had customers and the one on the right did not so I approached her. I said hi and asked if i could get a balance check. She leaned up against the right side of the desk and told me I had to wait. At that moment the girl on the left began using her computer for the transaction she was doing. I said okay and I waited. As I was waiting they were speaking about root canals. The girl on my right had just had one done and was holding ice to her face. I had empathy for her and figured that could be why she wasn't being so friendly. After the girl on my left finished her transaction the girl on my right held her hand out to grab my cards, I gave them to her and she just printed out the receipt for them and handed them to me. I took them and moved out of the way so I could read them. She didn't speak to me and began taking care of other customers. I felt a lot of tension from her so I went and sat down on the bench with my son and attempted to download the **** I was able to reserve a table and that was it. The *** kept malfunctioning and would not work. My table reservation was nearing so I decided we should go and eat and worry about tokens later. We got seated and waited for our server, *****. ***** was very nice. I ordered a glass of wine and my son had Chicken tenders. The food came quickly and the fries were old and cold. The chicken tenders were overcooked and dry. But it was our "supposed" fun night out and I didn't say anything. I paid the bill and left a decent tip for *****, who again was very nice. I decided to avoid the lady at the front desk and attempt to use one of the kiosks to purchase gaming tokens. But every time I would tap the machine it would not work. I quickly realized my cards must be un usable. It would have been really professional if the women would have mentioned that to me earlier but she didn't, so I had no choice I went up front and had to speak with the same women as before. I said to her that these cards do not work at the kiosks and that I would like for these two cards to be combined and then put onto something that I can use all throughout the store. She said she cant do that she has to combine them first. I said okay but then can you put them onto one card that I can use everywhere. She was clearly annoyed by me, but said she is trying and then asks me how much would I like to buy, I tell her the $33 one. She charges my card, I sign and she gives me a receipt. I stuff into my back pocket. She begins swiping this card and that card and so on. At some point the receipt falls out of my pocket and my son picks it up. he asks what he should do with it and I told him he could throw it away. All this time the girl is still swiping this card and that card, when she then realizes she cant do it and tells me she has to have a manager help her. I agree and then she asks me to stand to the side. I do. She begins servicing other customers. Finally another girl comes from behind her and lays a bunch of keys next to her. She finishes up with the other customers and then begins swiping cards. Doesn't say a word to me. I can only assume that she is now working on my transaction but I have zero conformation from her. At this point I have been waiting between 4-8 minutes, and have tried the *** and the kiosks and just cant seem to get anything to work so I can enjoy my time with my son. My son who at this point is bored and can see the tension at the desk comes over to me and asks if we can leave, I myself am feeling extremely unwelcomed and ask the girl for a refund instead. She annoyingly tells me that's for a manager to do as well. I say okay and stand off to the side again. I waited a few minutes for the manager. This women comes from behind the desk and appears to be moving pretty quickly and is looking already agitated. Both women behind the desk start speaking to one another, She explains to the manager that she cant get the cards to combine. I interject and say I would just like a refund and want to leave. I explain to her that I am not having a very good time and that the communication that I have been receiving has been un pleasant. The manger angered by what I said asks me if I had a receipt. I ask my son if he still had it which he replied he threw it away. I told her he had thrown it away but that I had JUST purchased the $33 one. The girl on the right said NOTHING! She knew what I had just purchased but said nothing. The manager just handed me back the two original powercards and attempted to walk away. I spoke up and said No, I want my refund. At this point I spent $33 and had nothing to show for it. She said she cant do the refund without a receipt. I again told her its in the garbage and she said she cant do anything. Any business I have EVER worked at can pull up transactions, also the girl on the right couldve EASILY confirmed my transactions. Instead, I had to go to the lobby garbage can and dig threw the garbage in front of my son, in front of other customers some of which were kids my sons age, as they stood there and giggled at him and me. He was mortified and so was I. I found the receipt took it back to the front desk where the manager was standing there servicing another customer who had a slew of old powercards. She couldn't even wait for me while I dug threw the garbage? I was so embarrassed and again stood quietly off to the side to yet again wait my turn. She seem to take her time to make sure I knew she disliked me and didn't care that I was miserable and mortified. Once she was finished with the customers who were in line, she picked up the receipt that i dug threw the garbage can to get and attempted to work on my transaction but then looks to other girl and says the system is frozen. I told her that I hope she is proud of herself for making me go threw the trash over $33 and that I cant believe she would have me do that. She lied and said she didn't know that it was in the garbage. I told her yes you did because I told you it was. She then attempts to do the refund but says she cant. She calls manager ***. At this point I begin recording on my phone. *** comes threw the walkie and tells her refund cant be processed until the next day and that she has to get my information. I'm flabbergasted. I've never had a refund work like this. She begins to ask me for my name card number and phone number. All of which Im not comfortable giving her to write down on the back of a piece of receipt paper. I ask to speak with ***. She explains that this is how their refunds work because they work with OneTime dining. I dont know who these people are but again ask to speak to ***. I also tell her Id like the number for corporate. She tells me to call and speak to ****. I tell her I don't want to speak to **** that Id like to speak to someone at corporate, She says **** is who I would need to speak with. *** finally appears and I ask him why this is the process, he was clearly annoyed by me as well and said they need my phone number so that he can call me and tell me when they initiate the refund. I said that's not necessary and that I've never had a refund work like this. he then asked for my email address, I decline. Not one manager at any time seem to care about my experience that I was having. I asked *** for the number to corporate, he told me he didn't have it. At some point the security guard had come over and begin digging through a drawer of business cards. I again questioned how they could not know their own corporate offices phone number. *** tells me to call ****. At this point I really was feeling unhelped and unwelcomed, and again declined to speak with ****. The security guard there hands me a business card with ***** name on it. Turns out that **** is the general manager of their location. I said again I did not want to speak with ****, I want corporates phone number. I also tell them that I have been recording and that's when *** instructs the female manager to look up corporates phone number and begins to tell me that's why they gave me ***** card because they are going to write corporates number on it. I knew that was a lie but what could I do at this point. While waiting the kind eyed security guard does something no manager ever thought to do. he asked me what happened tonight. So I was able to tell him the whole story. *** kept interrupting me but I was able to finish my conversation with the security guard and say what I wanted to say about my evening. I was upset, but I never cussed or yelled at anyone. I simply stated what happened and told them that its been a long time since I was able to spend time with my son and that they had embarrassed both of us and ruined my night. *** begin calling my son Big Guy and apologized to him. Not one ounce of empathy was given towards me. I am still going to wait for my refund but will be filing a complaint with BBB and the ************************* How I was treated after spending $58. there that night is absurd. I waited my turn and then some. My heart broke for my son who was so mortified and let down. I know a lot of businesses are struggling and whatnot but this cannot be the new normal. This cannot be how customers are being treated when they come to an establishment. I am now requesting the amount I paid for our dining experience as well. I paid roughly 30 for dinner, and 33 for the tokens.

  Business response

  04/23/2024

  Dear Reader.
  
  We are writing to express our sincerest apologies for any inconvenience ****************** may have experienced during her recent visit to **** & ******'s. We deeply regret that ********************** expectations were not met, and we want to assure ****************** that we take her concerns seriously.
  
  Please know that we have already reviewed the video footage of ********************** interaction with our staff and while we recognize our opportunities, we also determined that ****************** threw the trash can in question across the lobby, posing potential harm to others. At **** & Busters, we strive to provide exceptional service and an enjoyable experience for all our guests. We understand that any inconvenience can be frustrating, and we apologize for falling short of ********************** expectations. Rest assured, ********************** feedback has been shared with our staff and management team, who have addressed the issues ****************** encountered. In the interest of employee confidentiality, we are unable to share the outcome of those discussions.

  We respectfully decline to provide any compensation with regard to this matter. We regret any inconvenience that this may cause.
  
  Best Regards,
  
  **************
  Supervisor, Guest Relations
  **** & Busters

  Customer response

  04/23/2024

  I am rejecting this response because:   I did not throw the trash can across the lobby. That is a lie. 

  Customer response

  04/30/2024

  They still have not processed my $33 refund for the gaming card that they never gave to me

• Initial Complaint

  04/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Games at ********* and *********** locations in ** being blatantly adjusted in order to not work properly. This has causes countless patrons to spend more money or waste most of their credits. I have been witness to tons of patrons trying to win a prize or spend tons of money trying to win other items out of games only for the workers to come over and work on the machine only to make the prize harder to get or take them away. This feels like an unfair business practice, especially since the average person has to spend $50 to at least get 2 hours of any fun with their prices.

  Business response

  04/23/2024

  Dear Reader,
  
  We hope this email finds you well. We are writing to sincerely apologize for the recent issues ************** encountered with our games during his visit to **** & ******'s. We understand how frustrating it can be when the games do not function as expected, and we deeply regret any inconvenience caused. Please know that we have addressed **************** concerns with the ********************* at the store in question and have provided direction to ensure that our games are being monitored and serviced within the parameters of **** & Busters policies.
  
  In an effort to reach amicable resolution and show our appreciation for **************** continued support, we have provided ************** an additional gameplay credit on his Power Card as a gesture of goodwill. This credit will allow ************** to enjoy more games and experiences during his next visit to our establishment.
  
  Once again, we sincerely apologize for any inconvenience caused, and we appreciate **************** understanding and patience. We value **************** loyalty as a customer and look forward to serving ************** better in the future.
  
  Respectfully,
  
  **************
  Supervisor, Guest Relations
  **** & Busters

• Initial Complaint

  04/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company is stealing money form the clients by clearing cards of balances if they go to other locations. if this is being done nation wide then this could come out to millions of dollars that they are pilfering from clients and this needs to be stopped and fully reviewed by the *** and BBB. I would like for them to have signs and training informing clients of this as once their books are reviewed I am sure that you will open up a ********* box of them doing this purposely to generate profits. I have read their full contract and the only reason they could be doing this if as state 6. Any resale or other transfer of a Power Card or Power Tap for consideration will render the Power Card or Power Tap and associated chip and/or ticket balances void and subject to cancellation.this is not the case and they are auto voiding people as if they have sold the card if they go to more than one locations. this would be like target locking a gift card because you shopped at another target. this is very illegal and shady and they need to stop auto voiding cards as they are losing Americans money and stilling from families that are facing tough economical times.

  Business response

  04/09/2024

  Dear Reader,
  
  We are writing to extend our sincere apologies for any inconvenience ********************* may have experienced as a result of our policies. While we understand that these policies can sometimes be frustrating, we would like to take a moment to explain why they are necessary and enforced at **** & Busters. First and foremost, our policies are designed to ensure the safety and enjoyment of all our guests. We strive to create an environment where everyone can have a great time while feeling secure. By implementing certain guidelines, we can minimize potential risks and maintain a pleasant atmosphere for everyone. Additionally,our policies help us maintain fairness and consistency in our operations. We aim to treat all our customers equally and provide a level playing field for everyone to enjoy our games and attractions. Enforcing these policies ensures that no one gains an unfair advantage or monopolizes our resources, allowing everyone to have an equal opportunity to participate and have fun. Moreover,our policies are in place to protect the integrity of our business and prevent any misuse or abuse of our facilities. We invest significant resources in maintaining our equipment, ensuring it is in optimal condition for our guestsenjoyment. By adhering to our policies, we can safeguard our assets and provide a high-quality experience for all our guests.
  
  ********************** brings to attention his concerns regarding roaming between locations with his Power Card. Please know that we require our guests to update the location where they are visiting for the security and integrity of the Power Card. Location status can be updated by visiting our Front Desk Team Members or at a self-serve kiosk. Upon updating the store location, all guests will be able to view their full balances available on their Power Card.
  
  Please be advised that we have discussed Mr. ********** concerns with him at length and during this interaction the roaming status of his Power Card was updated and all chips and tickets were restored for Mr. ********** enjoyment.
  
  While we understand that certain policies may not align with individual preferences or expectations, we continuously review and update them to strike a balance between customer satisfaction and operational efficiency. We regret any inconvenience this may have caused **********************.
  
  Sincerely,
  
  **************
  Supervisor, Guest Relations
  **** & Busters

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Took my 3 children to **** and busters to play games. I loaded ***** on my app and power card. When I arrived at **** and busters my card only showed that I had 40 chips when I should have had 330 chips. I went to the manager **** and he looked up my history on the card. He saw where I purchased on my power card but didnt know why it wasnt showing the chips on the power card. He said the app is a 3rd party company and I would have to call them that there was nothing he could do. I called multiple times to the number provided just to get turned over to voicemail after waiting 15 minutes for someone to answer. I sat in **** and busters for 2 hours with 3 kids to only be disappointed with the whole experience. I decided to eat there why I waited for someone to call me back which never happened. The service we received at dinner was TERRIBLE!! We waited 30 minutes just to get our drinks. I asked the waiter if he could make a kids pasta with marinara. He said yes. We waited for our food for my sons pasta to come out with ********************. He returned to the kitchen and returned with ******* sauce and voodoo sauce mixed together. I said its fine dont worry about it. By the time he left the table I realized I have no silverware and waited another 15 minutes. He finally comes back and he said you dont like it I said no I dont have silverware. I asked for a to go box because I was getting upset. We had to ask another server for a refill and also asked another server for silverware and he just ignored us. So dinner was ****** dollars for me and my 3 children to eat with the worst service ever and ***** on a power card that shows you paid and taken out of your account and you cant even play because you went through **** and busters app that is apparently 3rd party. Oh and the waiter charge me ***** for pasta and marinara for a 6 year old. Ridiculous! I just want a refund.

  Business response

  04/15/2024

  Dear Reader,
  
  We hope this email finds you well. We are writing to express our sincerest apologies for any inconvenience ****************** may have experienced during her recent visit to **** & Busters. We deeply regret that Ms.******** expectations were not met, and we want to assure ****************** that we take her concerns seriously.
  
  At **** & Busters, we strive to provide exceptional service and an enjoyable experience for all our guests. We understand that any inconvenience can be frustrating, and we apologize for falling short of Ms. ******** expectations.Rest assured, Ms. ******** feedback has been shared with our staff and management team, who will address the issues ****************** encountered promptly.
  
  We would like to inform ****************** that refunds for in-store purchases are handled directly at the store level. Therefore, we have forwarded the necessary details to the management team of the location ***************** visited for their review and assistance. They will carefully assess Ms.******** case and take appropriate action to address Ms. ******** refund request. Our records indicate that ****************** has been in touch with the General Manager of the location regarding the refund request, and they will be handling the refund request directly and communicating the outcome with *****************.
  
  **** & Busters regrets any inconvenience this matter may have caused ******************.
  
  Respectfully,
  
  **************
  Supervisor, Guest Relations
  **** & Busters

  Customer response

  04/15/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  03/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a horrendous experience at the ********* location. After spending $700 in charge *** and food, the senior manager, ***********************, was incredibly rude and disrespectful.******* threw away our cards which were saved individually on our phones. They proceeded to give us new cards which had zero value on them and when I raised the concern they made us wait 20 minutes for resolution. ******* took zero responsibility and offered no apologies for our situation. Furthermore, he offered no compensation or anything to give us any consideration as customers as we wasted nearly an hour due to his insolence. ******* deserves better training or potentially a better position to suit him. We also deserve better treatment as customers.

  Business response

  04/08/2024

  Dear Reader,

  We hope this email finds you well. We would like to extend our sincerest apologies for the less-than-satisfactory experience ************ had during his recent visit to the Roseville **** and ******'s location. We deeply regret any inconvenience or disappointment this may have caused him.
  

  
  At **** and ******'s, we strive to provide exceptional service and create memorable experiences for all our guests. We understand that we fell short of meeting **************** expectations on this occasion, and for that, we are truly sorry that the situation was not resolved to his satisfaction at the time of his visit.
  
  As a gesture of goodwill, we sent ************ a special eGift to your inbox that can be redeemed for food, beverages (including alcohol), and gameplay at any **** and Buster's location. We hope this gesture will allow ************ to return and replace his disappointing experience with a more enjoyable memory.
  
  We want to assure you that we take **************** feedback seriously and have already taken steps to address the issues he brought to our attention. Our team is committed to continuously improving our services and ensuring that every guest has a positive and enjoyable time at **** and ******'s. **************** feedback is essential as we strive to improve our standards.
  
  If there are any further concerns or questions, please do not hesitate to reach out to us directly. Our team is here to assist you and address any issues you may have.
  
  Once again, we apologize for any inconvenience caused and thank ************ for his understanding. We look forward to serving ************ again soon and providing him with the exceptional experience you deserve.
  
  Warm regards,
  
  Dot *****
  **** & ******'s
  Guest Relations

• Initial Complaint

  03/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is *********************** ,My family and I visited ************* on 03/16/24. I ordered a sprite and after drinking more than half I realized it had a black substance at the bottom of my cup.I didnt realize it until i was almost done with my sprite and I let the server know what was going on. The server went to tell her general manager *************************! The general manager took the cup and I asked her for the cup back because I wanted to get it tested because I believed it to be black mold. She said she tossed it in the trash and then ************************* took it upon herself to comp our meal. She only charged me for a drink..I have been feeling very weird since that day. My body has been feeling ****** dehydrated and on top of that the amount of stress and anguish Ive gone through over this situation because I don't exactly what i ingested or know what can happen to my body in the future is unreal. I feel as if this matter is not being taken seriously and I need answers.

  Business response

  04/05/2024

  Dear Reader,
  
  We regret to learn about Mr. ******** recent experience at **** and Busters. We take all guest concerns seriously and appreciate you bringing this to our attention.
  
  The health and wellbeing of our guests are of utmost importance to us, and we sincerely apologize for any inconvenience or discomfort ****************** *** have experienced during his visit to **** and Busters.Rest assured, Mr. ******** concerns have been forwarded to our claims department for thorough investigation and resolution.
  
  Please know that our claims department will be reaching out to ****************** directly to discuss his experience in further detail and to address any compensation or resolution that *** be appropriate. Mr. ******** feedback is invaluable to us as we continuously strive to improve our services and ensure that such incidents are not repeated in the future.
  
  Please accept our sincere apologies for any inconvenience caused. We truly value Mr. ******** patronage and hope to have the opportunity to welcome him back to **** and Busters in the near future for a much-improved dining experience.
  
  Thank you for your understanding and patience in this matter.
  
  Respectfully,
  
  **************
  Guest Relations
  **** and Busters

  Customer response

  04/09/2024

  I am rejecting this response 

  Thank you for this response. Id like to state that I am not satisfied with the way this situation has been handled. I have barely gotten responses from the company. I explained to them I had to seek medical attention and I still have yet to hear anything from anyone thats trying to settle the situation. I feel like this situation hasnt been taken seriously on their end at all since the very beginning. If they valued their customers health and wellbeing, why would they take the cup and tell me they couldnt find it just a few moments later when I decided to get whatever was in my cup tested so I could know for certain what I ingested. Also I received a missed call from ******************* at the corporate office on April 4th. I called her back and left a message. I even called over the next few days and never received a return call. The reason I reached out to the BBB is because I felt this wasnt being handled properly and I still feel that way. I sent over my medical papers to someone at corporate and was later told they werent on record. I feel like no information is being forwarded properly and that is very unprofessional on their behalf. For these reasons I have not been satisfied because the situation has yet to be resolved.

  Business response

  04/10/2024

  Dear Reader,

  Thank you for your recent correspondence. Please know we contacted ****************** and indicated on our voicemail that our insurance adjuster would be reaching out to ****************** to complete his claim. We have provided our adjuster the necessary details regarding this inquiry. ****************** is advised that he will be contacted shortly to discuss his claim. 

  Please note that at this time, we don't have any further information to provide until ****************** completes his claim with our adjuster. ********************** patience and cooperation are greatly appreciated as we work towards resolving this matter.

  Respectfully,

  **************
  Supervisor, Guest Relations

• Initial Complaint

  03/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello,I reserved a party of 20 for ***** 6th 2024 a few weeks ago. When I looked at the reservation this morning it said ***** 13th. When I tried to modify it would only allow me to save my reservation for 20 at 12p for ***** ****** tried to call the facility but I was transferred to someone that would only book me for paid events. Her name was ***** and she was very nice. I told her I was not trying to do a paid event but simply trying to correct my reservation because at this point the reservation I modified still said ***** 13th. I thought something was wrong with the website, so i wanted to fix my reservation with someone who worked at the actual facility. She told me to call back at 11a to the facility but in the meantime she would put me down for a paid event reservation at 2p. I called the *********************** facility only to speak to a woman that interrupted me as I was trying to explain my problem. Then she said she would transfer me to the facility. She transferred me to a security company in ********. The person stated they were not even affiliated with ***********************.I called ********** Busters back only to speak with another guy whom after I explained everything I had gone through he told me he couldnt help me and transferred me to the same security company in ********. I called the corporate office only to be told to leave a voicemail. I was unable to receive help from this company, customer service or the right direction with a flawed online reservation system. Can someone assist me with talking to a person that works in the ********** Busters in ******** **, teach the third party booking party staff except ***** about professionalism, communication and actually help people and not keep transferring them to a security company in ********?

  Business response

  04/09/2024

  Dear Reader,
  
  We would like to extend our sincerest apologies for the less-than-satisfactory experience **************** had during her recent interactions with **** & ******'s. We deeply regret any inconvenience or disappointment this may have caused ****************.
  
  We want to assure **************** that we take her feedback seriously and have already taken steps to address the issues **************** encountered. Our team is committed to continuously improving our services and ensuring that every guest has a positive and enjoyable time at **** & ******'s.
  
  As we sincerely value **************** patronage and would be delighted to have the opportunity to welcome **************** back, we have sent **************** a special eGift that can be redeemed for food, beverages (including alcohol), and gameplay at any **** & Buster's location.
  
  If **************** has any further concerns or questions, please do not hesitate to reach out to us directly. Our team is here to assist **************** and address any issues she may have.
  
  Once again, we apologize for any inconvenience caused and thank **************** for her understanding. 

  Respectfully,
  
  **************
  Supervisor, Guest Relations
  **** & Busters

• Initial Complaint

  03/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My kid's *********** emails kept advertising $8 a day (in store only) for their "spring break special," but in reality, it's $79.99 (when you get to the counter in the store) on 1 card, & $19.99 per additional card (up front) for 10 days. My 8 year old kept saying, "look mom, we should go! It's only $8!" There is no fine print on the pop up ads and only if you search the website and scroll way down at the bottom do you find the "small print." This is not ok! Especially when you are trying to teach your 16 year old about money smarts, but she doesn't have enough to money to cover the cost of the "$8 a day game play," without help from ********* and had to wait for me to get to the store to figure out what she needed to do. I would expect this to be $8 per card (per day) on the five rechargeable cards we brought with us for unlimited game play (no ticket redemption) for $40 per day, not $159.95. Dave & Busters you know the last thing every teenager and the friend they bring with them wants to stay close by their parents and little brother to share the same card. So let's charge our loyal hard working customers and educators $79.99 for one card while they are on Spring Break and $19.99 each additional card but play it off as $8 a day to get them in the door. I grew up going to **** and Busters and I'm now 43. I've never been so angry at misleading advertising in all my life. I think your competition would gladly take my entertainment dollars. Is this worth loosing 30 year plus customers? Do better Dave & Buster's, especially in this over inflated economy. I can help you rewrite your advertising and save you millions in advertising costs and lost revenue from lifelong customers, you are about to lose for this misleading and shady advertising. No where in the fine print does it say $79.99 (until after you drive 30 minutes), and get to the counter or put on your reading glasses and search the website for fine print. The pop up up ads failed to include the "fine print."

  Business response

  04/02/2024

  
  Dear Reader,
  
  We hope this email finds you well. We write you in response to the concerns that ************** brought to your attention stating that ************** was not properly informed about our Spring Break promotion.  We regret any confusion ************** experienced regarding our recent promotion, and we understand how frustrating that must have been.
  
  At **** and Buster's, we strive to provide exceptional service and an enjoyable experience for all our guests. We understand that any inconvenience can be frustrating, and we apologize for falling short of Ms. ****** expectations.Rest assured, Ms. ****** feedback has been shared with our sales and marketing teams as we strive to provide clear and transparent information to all our valued guests.  We value Ms. ****** patronage and appreciate ************** taking the time to bring these matters to our attention. Our guests feedback is crucial in helping us improve our operations and ensure that such incidents do not recur in the future and are committed to providing the highest level of service and satisfaction to all our guests.
  
  As ************** concurred that the promotion did include the additional details needed by ************** to make their decision regarding whether to purchase the promotional pass, we respectfully decline Ms. ****** request for refund.
  
  Respectfully,
  **************
  Guest Relations
  **** and Busters

• Initial Complaint

  03/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Chips played towards rewards status are not updating on the app. I have sent 4 emails over the last 10 days without a response or correction to my account. Additionally I have a card with 269 chips (about $40 worth) that just disappeared. I have asked about correcting this as well in my 4 emails and no response. I tried calling the help phone line twice and left messages but never got a call back. I honestly don't know what else to do at this point to get my issues resolved besides partnering with the bbb for assistance. Really appreciate anything you can do to get them to actually respond and resolve the issue.

  Business response

  03/20/2024

  On 3/20/24, the following email was sent in response to the customer complaint:

   

  Thank you for contacting us and we sincerely apologize for the delayed response to your inquiry. As a gesture of good will, we have manually updated your chips played progress, which should be reflected on your **** and Busters mobile app shortly.
  
  Also, if you would reply to this email with the number of the missing power card in question, we would be happy to look into the matter further.
  
  Thank you for your assistance and we look forward to your reply.

*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. ↩