Complaints

This profile includes complaints for Dave & Buster's's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Dave & Buster's

  2481 Manana Dr Dallas, TX 75220-1203

• 

  Dave & Buster's

  8021 Walnut Hill Lane Dallas, TX 75231

• 

  Dave & Buster's

  10727 Composite Dr. Dallas, TX 75220

• 

  Dave and Busters

  120 Interchange Way Concord, ON L4K 5C3

• 

  Dave & Busters

  100 Buckland Hills Dr Manchester, CT 06042

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/12/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  11/4/2023 I booked a party for my daughters 16th bday which was held yesterday 11/11/2023. When we arrived at the location we were told to check in at the front. 4 females at the front said I had no reservation, no party and was not in their system. I have the email and the receipt where I paid the required 1/2 down. The party was supposed to start at 3 we did not get to the area until 3:27. Other guest had arrived and was told there was no party for ********* did not have my phone with me but told all the guest to just check in at the front and they will be told where we would be per ***** the party planner. My daughter ended up having only 1 guest show up because everyone was told there was not party for us. The hostess immediately brought the food it out . It was overcooked I request different food fresh she then told told us that we had to be gone by 5. We never got our refill of sprite. My family and cleaned the area ourselves so I would not be charged and the hostess did not help. I CHANGED THE SUGGESTED TIP AMOUNT by 6 dollars and was demanded to give an answer and I told them I can give what I want and the service was not good. The final bill had 3 unlimited passes they tried to charge me for which I only had 2. This was the worst day for my daughter and she was very sad. The store manager said because it was raining they were super busy and had a lot to do. He said there was several soft ball teams and veterans ( WHICH WE ARE A RETIRED MILITARY FAMILY) that decided to walk in and they were not prepared.

  Customer Answer

  Date: 11/20/2023

  One of the managers contacted me as claimed that he personally assisted us. I asked them to pull the video footage and they will see he did not personally assist us. He left and in fact told us that he needed to go to the hang out for make a wish and had his shirt on for them.

  Business Response

  Date: 12/05/2023

  On 11/15/23, the following email was sent to the guest regarding their concerns:

  I hope this email finds you well. On behalf of the entire **** and Busters team, I would like to extend our heartfelt appreciation for choosing our ************ facility to host ********* 16th Birthday celebration. We are honored that you entrusted us with such an important milestone.
  Regarding your recent concerns, I want to assure you that we take feedback seriously and have thoroughly investigated the matter with our staff and management team at the ************ location. After careful review, we have gathered additional information that sheds light on the situation.
  It has come to our attention that *****, the General Manager of our ************ facility, made it a priority to personally oversee your event. He went above and beyond to ensure that everything ran smoothly and promptly addressed any issues that arose. We deeply regret that the staff member who initially greeted the guests was unaware of your scheduled event. However, ***** quickly rectified the misunderstanding by correcting the staff member and ensuring that the appropriate information was provided to your guests as they arrived afterwards, while personally escorting you to your party area to ensure a seamless experience.
  Furthermore, we acknowledge your concerns regarding the quality of the chicken served during the event. We took immediate action to rectify the situation by promptly replacing the food. Our goal is to provide the highest quality experience for our guests, and we sincerely apologize for any inconvenience caused.
  After conducting a comprehensive investigation into the matter, we have determined that the event was executed to a reasonable standard, and any concerns brought to the attention of your event manager were promptly addressed and resolved. Therefore, we must respectfully decline your request for additional reimbursement at this time.
  Once again, I want to express our gratitude for choosing **** and Busters for ********* birthday celebration. Your patronage means a lot to us, and we truly value your feedback. We are committed to continuously improving our services and ensuring that every guest has a memorable experience.
   We wish you and ******* the very best, and we hope to have the opportunity to serve you again in the future.

  Customer Answer

  Date: 12/05/2023

  I am rejecting this response because:   We have my daughter as a witness we have a message from a parent that was turned away. My husband was given a problem because none of the staff knew. I asked them to review the camera because they have them and that will tell the truth and they refused. The manager was not even there I had to call him on the phone. Paying for her party is not the problem. It is the fact that services were not rendered. We did not get what we paid for. 

  Customer Answer

  Date: 12/05/2023

  I am rejecting this response because:   We have my daughter as a witness we have a message from a parent that was turned away. My husband was given a problem because none of the staff knew. I asked them to review the camera because they have them and that will tell the truth and they refused. The manager was not even there I had to call him on the phone. Paying for her party is not the problem. It is the fact that services were not rendered. We did not get what we paid for. 

  Business Response

  Date: 12/07/2023

  On 12/7/23, the following email response was sent to the guest:

   

   I hope this email finds you well. I wanted to personally reach out to you regarding the recent event you hosted at our ************ facility. While we believe the event was executed to our standards, we highly value our guests'feedback and understand the importance of addressing their concerns promptly and professionally.
  Considering the feedback we have received, we would like to assure you that we are committed to working with our guests to achieve an amicable resolution. As a gesture of goodwill, we have decided to offer you a refund amount of $391.98,which includes the subtotal and sales tax that was paid upon the conclusion of the event.
   We hope that this effort demonstrates our genuine concern and dedication to addressing any issues raised by our guests. Our ultimate goal is to ensure the complete satisfaction of every individual who chooses **** and Busters for their events.
   Please let us know how you would like to proceed with the refund process.  We sincerely apologize for any inconvenience or dissatisfaction you experienced.Our team remains committed to providing exceptional experiences, and we appreciate the opportunity to make things right. We value your continued support and look forward to resolving this matter to your satisfaction.

  Customer Answer

  Date: 12/09/2023

  They are asking how I would like to refund and I would like it refunded back to my original payment or pick it up

  Customer Answer

  Date: 12/11/2023

  I am rejecting this response because:   They are asking how I would like to refund and I would like it refunded back to my original payment or pick it up

  Customer Answer

  Date: 12/12/2023

  I wanted to accept their refund but they are unsure how to proceed and it was rejected in error. I put in the notes but then said it was rejected 

  Customer Answer

  Date: 12/18/2023

  I wanted to accept their refund but they are unsure how to proceed and it was rejected in error. I put in the notes but then said it was rejected 

• Initial Complaint

  Date:11/06/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had lunch with my family at **** and Busters ********. I paid $20 in **** gift card and the remaining balance on my credit card. However, instead of charging me the remaining balance, they charged me the full amount. The manager on duty, *********************, supposed to void the first transaction and re-charge my card with the correct amount. Before I left, I reconfirmed the ***** to ensure the first transaction was void. A week later, I check my credit card statement, both transactions were processed. I call and emailed ***** but he didnt respond. After calling D&B multiple times i finally got ahold another manager, ***********************. ******* reviewed the bill and confirmed that it was their mistake and processed me a refund. I waited another 2 weeks, I still havent seen the refund posted on my account. I called my credit card company to ensure that a refund was not pending. I took a screenshot of the statement and emailed ******, she replied my email few days later and said shell look into it tomorrow. However, I waited few more days and never heard back from her. *** ran out of patience. I tried to resolve this issue with them but both managers ignored me. Im now seeking help through the Better Business Bureau to get my money back.

  Business Response

  Date: 11/24/2023

  I response this this complaint, The amount of $136.78 has been refunded to the guest on 11/10/23.

• Initial Complaint

  Date:10/30/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have tried to reach out numerous times to this company and no one has gotten back to me. I had a bad experience there a few weeks ago and reached out with no response. Then I was hesitant about returning this Saturday but I had family come out of town and they really wanted to go. Well I regret that. Not only did I spend $267.81 but will never return again. This was money that could have been well spent somewhere else that my family and I would have been treated much better. First, the food did not taste right, it was so busy in there that the server was not ever available to say anything to. I called later to have a manager call me back and nothing. I spent all this money on game cards to be ripped off on every game and have staff be rude when I asked for help so just gave up. On top of it in the prize room by granddaughter who is 18 moths old and knows know better walked out with a ball, I had no idea that she grabbed it, and a staff member accused us of stealing, before I even knew the whole situation. She could have said did you know she grabbed that, and to begin with we walked out of the prize room and she had it and the staff member told me she saw her but she did not say anything in the moment. I just assumed to found the ball in the arcade room, had no idea. When we went into prize room for my youngest daughter to get her prizes is when she start accusing me. I paid for the stupid ball, no big deal but the accusations was horrible, made me feel like dirt. Then fast forward we got home last night and every single one of us including the baby was sick with horrible cramps and diahrea. Called nurse direct and said it sounded like food poisoning. We are all currently still dealing with it. I have receipts for everything spent and pics included. I want the full refund for everything that I spent. We do not have the money to go to ER. I am more than willing to go to consumer affairs, social media, and get a lawyer if this is not resolved.

  Business Response

  Date: 10/31/2023

  On 10/31/23, the following email was sent to the guest from **** and Busters in response to their complaint:

  I hope this email finds you well. I am writing on behalf of **** and Busters to sincerely apologize for the issues you and your family encountered during your visit to our ******************. We truly value your feedback and deeply regret that we were unable to meet your satisfaction.
  We understand that the negative experience you had with us had a significant impact on your visit. While refunds for in-store purchases can only be processed at the store level, we have promptly conveyed your concerns to our management team. As a gesture of goodwill, they have agreed to issue a refund in the amount of $130.66, which covers the expenses incurred for food and drinks.
  However, we regret to inform you that we are unable to provide a refund for the power card purchases due to our company's policy. We apologize for any inconvenience this may cause.
  We want to assure you that your feedback is taken seriously, and we are actively working on addressing the underlying issues to improve our services and ensure a better experience for all our guests.
  Please allow 3-5 business days for the refund process to be completed. If you have any further questions or if there is anything else we can assist you with, please do not hesitate to reach out to us. We appreciate your understanding and would be more than happy to be of service to you in the future.
  Once again, we apologize for the inconvenience you and your family experienced, and we hope to have the opportunity to regain your trust and provide you with a more enjoyable visit in the future.

   

• Initial Complaint

  Date:10/26/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In January of this year, I prepaid for tokens at your business and drove 1.5 hours away to visit. I checked the website and there was no closure posted online, but when I got there, it was closed for a private event. I have moved out of the state and will not be back to your business, especially given your lack of responsiveness to me. I would like a refund as I could not use the product as promised. I have been reaching out for months and told I could have this refund, only for nobody to follow up with me.

  Business Response

  Date: 05/17/2024

  Dear Reader,

  I hope this email finds you well. I am writing in response to the matter concerning the delay in processing ****************** refund, which you brought to our attention. Firstly, please accept our sincerest apologies for any inconvenience or frustration this may have caused. We deeply regret the delay and any inconvenience it may have caused **************.
  

  I am pleased to inform you that we have now completed the processing of ****************** refund. A check has been dispatched to her address as per our records. We have taken measures to ensure that such delays do not occur in the future, and we are committed to improving our processes to prevent similar occurrences.
  

  We value ************** as a customer, and we hope that despite this unfortunate experience, she will consider visiting **** & ******'s in the future. We strive to provide exceptional service to all our guests, and we would welcome the opportunity to make her next visit a truly enjoyable one.
  

  Once again, please accept our apologies for the delay, and thank you for bringing this matter to our attention. If you require any further assistance or have any additional questions, please do not hesitate to contact me directly.
  

  Thank you for your understanding and cooperation.
  

  Sincerely,

  
  Dot *****
  Supervisor, Guest Relations
  **** & Busters

  Customer Answer

  Date: 05/17/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:10/12/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to ***************************** in ****** with my children the day after my daughter's birthday 9/21/23because I was told the night of club night kids would be allowed all night to eat and play i was misinformed...I called to check my reservation and it was CANCELLED told to me that kids are not allowed after 10pm...When I went to **** busters the next day in ****** I ordered appetizers drinks and entres...my son ordered chicken avocado sandwich that was burnt on one half of sandwich it was not edible I addressed my concerns to the server and did not get a new order because the kitchen was closing and no manager was available to adjust my bill...I paid my bill and left . I CALLED **** BUSTERS CUSTOMER COMPLAINT LINE AND MADE A FORMAL COMPLAINT OVER 2WEEKS AGO AND STILL NO RESPONSE

  Business Response

  Date: 10/26/2023

  On 10/26/23. the following email was sent to the Guest in response to their complaint:

   

  I hope this email finds you well. I am writing to extend my sincerest apologies for the issues you encountered during your recent visit to our **** and Busters location in ********. I understand that you also experienced a delayed response to your inquiry, and I deeply regret any frustration or inconvenience this may have caused you.
  At **** and Busters, providing exceptional guest experiences is our top priority, and we take your feedback very seriously. In order to better address your concerns, we kindly request that you reply to this email with a screenshot of the receipt from your transaction during your visit. This will greatly assist us in promptly investigating the matter and working towards providing an amicable resolution.
  We deeply value your patronage and want to ensure that you receive the level of service you deserve. Your satisfaction is of utmost importance to us, and we are committed to resolving this matter to your complete satisfaction.
  Once again, I apologize for any inconvenience or frustration you have experienced. We appreciate your understanding and cooperation in helping us rectify this situation. If you have any additional information or concerns you would like to share, please do not hesitate to include them in your reply.
  Thank you for bringing this matter to our attention. We look forward to resolving the issue and restoring your faith in our establishment.
  
  

  Customer Answer

  Date: 10/29/2023

  My customer screenshot reciept for **** ********************** complaint #******** submitted 10/27/23 by ***************** Thank you

• Initial Complaint

  Date:10/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had ****** points removed from our points account on September 29, *********************************************************************************************************** points. The manager, ***********************, was very unapologetic in halving the points we had collected as avid D&B visitors. If the business made a mistake I dont see how that should come down on me, especially when the manager made me and my partner feel like we were trying to take advantage somehow.

  Business Response

  Date: 10/05/2023

  on 10/5/23 the following email was sent to the guest in regards to their complaint:

   

  We hope this email finds you well. We are writing to express our sincerest apologies for any inconvenience you may have experienced during your recent visit to **** and Busters. We deeply regret that your expectations were not met, and we want to assure you that we take your concerns seriously.
  
  At **** and 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 your expectations. If you would be so kind to reply back with your power card number, the location you visited and the date of your visit, and I would be more than happy to look into the matter on your behalf in the hopes of amicably resolving the matter.
  
  We value your patronage and appreciate you taking the time to bring these matters to our attention. Your feedback is crucial in helping us improve our operations and ensure that such incidents do not recur in the future. We are committed to providing the highest level of service and satisfaction to all our guests.
  
  Once again, please accept our sincere apologies for any inconvenience caused. We genuinely appreciate your understanding and look forward to the opportunity to make it right for you. We hope you will give us another chance to serve you and provide the exceptional experience you deserve.

• Initial Complaint

  Date:09/21/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Myself and family went to Dave & Busters in ****, ** and believe that I may have dropped my Federal **. I have called Dave & Busters for 2 weeks about my Federal ** and spoke to a ************* was suppose to have given my information so I can get a call back to find out whether or not I dropped my **. I have called 3 times in a day and then every other day and still have not received a call back to find out if my ** was in the lost and found. The ** is used for my job at the VA and without it I am unable to do certain things.

  Business Response

  Date: 09/25/2023

  On 9/25/23, the following email was sent to the guest: 

   

  Thank you for contacting us regarding your missing identification card. I have reached out to *************************, the General Manager of ************************* and Busters location, to inquire if the ** in question was located or not. Unfortunately, ******* confirmed that the ** was never found on the premises. He did make an attempt to reach out to you by phone on Friday, 9/22/23 and by email as well. 
  
  We felt it was important to follow up with you and convey that the ** was never located at ************ location, however, we will keep a record of your contact information, should the ** be located in the future. 
  
  We appreciate you taking the time to reach out and apologize for the inconvenience, while wishing you the very best going forward.

• Initial Complaint

  Date:09/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Waitress swiped our card for the table next to us and our table both!! Charged us an extra $228 without us knowing until we got our credit card statement. And food was horrible.Called guest relations who told us they would not do anything to help. Even though they comment on every bad review pretending to help.Each time we called the store to resolve this issue the staff was extremely rude and dismissive, especially the kitchen manager ****, who was being rude before I even said a word to him. They all kept saying they couldnt handle the issue and the managers were too busy and didnt want to talk to us no matter what time of day we called.Finally got to talk to the general manager ********* who admitted it was their fault and that we would see a refund within 10 days. 20 days later, no refund.Tried calling **** and Busters corporate office who sent us an email saying that they wouldnt do anything to handle this issue for us. They wouldnt even reach out to the store to try and help resolve the issue. They just told us to call the store again and deal with it ourselves. What a joke **** and Busters corporate office is.After dealing with rude staff again we finally got to talk with another manager ******* who said she would let the general manager ********* know and look into it and call us back. She clearly lied to us because we never heard back and were eventually told by the general manager ********* that no manager there had even heard of this issue yetAnother week later we had to call back 3 more times and deal with staff being rude to us yet again. Especially the rude kitchen manager ****. At which point the general manager made up some lame excuse about why the refund was never processed.We have spent a month calling dozens of times trying to get a refund even though they admitted to us that it was their mistake. This place and their employees are a sad example of a business. Especially because all of the food ordered by our party was horrible.

  Business Response

  Date: 09/22/2023

  On 9/22/23, the following email was sent to the guest regarding their complaint:

   

  I hope this email finds you well. I am writing on behalf of **** and Busters to sincerely apologize for the difficulties you have encountered while trying to resolve the overcharge issue. We understand the frustration and inconvenience this may have caused, and we want to assure you that we take your concerns seriously.
  Upon reviewing our records, we have confirmed that a refund of $228.45 was processed to the **** Card ending in **** on 9/8/23. To ensure the accuracy of this information, we have attached supporting documents for your review. Please take a moment to verify that everything is in order, and do not hesitate to reach out to us if you have any further questions or concerns.
  In light of the inconvenience you have experienced, we would like to extend a gesture of apology. We have sent an eGift to your inbox, which can be redeemed at any of our locations for food, gameplay, and beverages, including alcohol. We sincerely hope that this small token of our appreciation can help replace this disappointing experience with a more enjoyable memory.
  At **** and Busters, we strive to provide exceptional service and unforgettable experiences for our valued customers. We deeply regret that we fell short of meeting your expectations on this occasion. We genuinely appreciate your patience and understanding throughout this process, and we would like to invite you to visit us again in the hope of restoring your faith in our establishment.
  Once again, we apologize for any inconvenience caused, and we thank you for bringing this matter to our attention. Your feedback is invaluable to us as we continuously work towards improving our services. If there is anything else we can assist you with, please do not hesitate to let us know.
  Thank you for your understanding, and we look forward to serving you better in the future.

   

  A $75.00 eGift was also sent to the guest as a gesture of good will.

  Customer Answer

  Date: 10/02/2023

  I am rejecting this response because:  I am not interested in a $75 gift card to use at **** & Busters. I would however accept that $75 to be used as a partial refund of $75 to the charge of $204.79 that our party actually ordered using **** credit card ending in ****.

  I just want to remind you what a challenge it was for us to have the incorrect charge refunded and how rudely we were treated by the employees at this location when questioning the incorrect charge of $228.45. 

  Business Response

  Date: 10/03/2023

  Per the guest's request, and in the hope reaching an amicable resolution to their complaint, we have processed a $75.00 partial refund from their transaction on 8/2/23. The check invoice and refund confirmation are attached. We ask the guest to Please allow 5-7 days for the funds to remit to their account. If they have any questions, they are more than welcome to contact us at ****************************************

• Initial Complaint

  Date:09/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive had a problem in the past with reaching customer service and having an issue taken care of but this is probably the most frustrating issue to date considering its like pulling teeth to get ahold of someone. I had an issue about 3 weeks ago where I didnt get all of the credits or (chips) I paid for added to my account. I wrote in and someone did apologize and credited me with 25 chips. I emailed back letting them know that I appreciated it, but I was missing 270 chips, not 25. I never heard back and its 3 weeks later. The latest problem comes from **** and busters app. They launched a new feature called Gambit that you convert tickets into tokens, bet the tokens, then you can convert your winnings to prize tokens and then cash those prize tokens into chips to play at **** and busters. I traded a total of somewhere close to ****** tickets into tokens. I won a bet then converted them to prize tokens, then I tried to cash out so I could play more at D&B. Every time I did I got an error message saying try again later. After trying for 2 days I called customer service and waited for 20 mins to talk to someone. When I finally did get ahold of someone, the rep had absolutely no idea how it worked and what it was. I was told I get a call back after they got help from someone in that department. I waited 3 days and called again. I called at 4PM CDT waited on hold for 20 mins and then got a message saying to leave a message because they close at 5PM CDT. Thats happened multiple times but what was new to me is when I waited to leave a message, I was told that I couldnt because the mailbox was full. Ive never heard of a business being so neglectful to their customers that the customer service mailbox was full.

  Business Response

  Date: 09/25/2023

  On 9/22/23, the following email was send to the guest regarding their complaint:

   

  Thank you for contacting us regarding your missing identification card. I have reached out to *************************, the General Manager of ************************* and Busters location, to inquire if the ** in question was located or not. Unfortunately, ******* confirmed that the ** was never found on the premises. He did make an attempt to reach out to you by phone on Friday, 9/22/23 and by email as well. 
  
  We felt it was important to follow up with you and convey that the ** was never located at ******** location, however, we will keep a record of your contact information, should the ** be located in the future. 
  
  We appreciate you taking the time to reach out and apologize for the inconvenience, while wishing you the very best going forward.

  Customer Answer

  Date: 09/28/2023

  I am rejecting this response because: This would be a perfect example of how customer service handles people who need help or have a complaint.The response I got had absolutely nothing to do with my issue. I have a problem reaching anyone when I call in and if I dont get ahold of someone they have no idea as to whats going on with the D&B app. For some reason the response I got had something to do with a lost ID for someone else at a **** & Busters Ive never been to. 

  Business Response

  Date: 09/29/2023

  We would like to apologize for the mix up in our previous response to this guest. Through our investigation, we have confirmed with the Gambit Team that the awarded 240 Gambit chips in question were added to the balance of his power card (*********) on 9/7/23. The records of the power card history reflect that the balance was then transferred by the guest to a secondary power card (*********) on 9/11/23, then transferred again to a third card (*********) on 9/13/23. On 9/17/23, the power card appeared to be roamed from our ******* location to ******, but there was some kind of issue and the full chip balance was not carried over when the power card was roamed between locations. The remainder of the chips were depleted through gameplay on 9/17/ 9/22/ and 9/24. As a gesture of good will, and in the hope of offsetting any inconvenience, we have added an additional 300 gameplay chips to the balance of Power card *********.

• Initial Complaint

  Date:08/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to the ******** location on August 19th 2023. There was a female manager that told her so we cannot be seated even though there was empty seats at 9:55 pm. I asked her why she cant seat us inspite of there being empty seats, and she became easily frustrated and started ignoring us. I then asked for a manager who had long hair and was a male. I asked him for his nam and he denied giving his name. I asked for the female supervisors name and she also declined giving it. Essentially, I was very disappointed that a manager at the ********, ******* location because inspite of a free table we feel we were targeted due to our race. There was another Caucasian family after us who the manager gave a table. We Im fact negotiated that if we could sit at a table if we didnt get service, and the manager with a manbun agreed. However later on, when there was a Caucasian couple waiting for a table, they kicked off a out. I tried asking for a seat at the bar but the female manager and the head manager kicked us out at 10:30 pm on august 19th 2023. **** and Busters need to train their crews to dismiss their racial bias and treat everyone the same. We spent 100$ that night.

  Business Response

  Date: 09/07/2023

  On 9/7/23, the following email was sent to the guest:

   

  At **** and ******'s, we believe in fostering an inclusive environment where everyone feels welcome, respected, and valued. We are writing to affirm our unwavering commitment to diversity and to emphasize that discrimination of any kind is not tolerated within our organization.
  
  We take immense pride in our diverse workforce, which comprises individuals from various backgrounds, cultures, and experiences. Our team members bring unique perspectives and talents that contribute to the vibrant and dynamic atmosphere you experience when you visit our establishments. We firmly believe that diversity is not just a buzzword but a fundamental strength that drives innovation, creativity, and success.
  
  We are equally proud of our diverse clientele, who come together to enjoy the thrilling entertainment, delicious food, and memorable experiences that **** and ******'s offers. Our commitment to providing exceptional service extends to every single person who walks through our doors, regardless of their race, ethnicity, gender, sexual orientation, religion, or any other characteristic that makes them who they are.
  
  Discrimination has no place in our company, and we have implemented comprehensive policies and training programs to ensure that all team members understand and uphold our commitment to inclusivity. We actively promote a culture of respect, acceptance, and equality, where everyone is treated fairly and with dignity.
  
  With regard to your concerns, please reply back to this email with a screenshot of the receipt from your visit, so we may better investigate the matter.
  
  Thank you, again, for your feedback and we look forward to achieving an amicable resolution as we move forward.

  Customer Answer

  Date: 09/12/2023

  I am rejecting this response because there is still more to discuss. I dont have a receipt but I do have my proof of purchase from when I was there 

  Business Response

  Date: 09/13/2023

  We are actively investigating this complaint with our operations team at the store level. Refunds for in-store purchases are handled locally, but if the guest has any documentation that could help us locate their in store purchase, they are welcome to provide it.
  
  We have conveyed your concerns to the management team at our ******** location. However, in accordance with our company policy, the decision regarding the refund rests with the General Manager of that facility. We will communicate the outcome of their determination to the guest via email as soon as it has been reached.