Complaints

This profile includes complaints for CEC Entertainment, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  CEC Entertainment, Inc.

  1707 Market Pl STE 200 Irving, TX 75063-8049

• 

  Chuck E Cheese's @ South Ave

  1775 South Avenue Staten Island, NY 10314

• 

  Chuck E Cheese

  139 Flatbush avenue New york, NY 11217

• 

  Chuck E. Cheese's

  40-24 College Point Blvd #8213 FLUSHING, NY 11354

• 

  Chuck E. Cheese's

  Delco Plaza, 11 Hanover Place #15 Hicksville, NY 11801

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:07/25/2025

  Type:Customer Service 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.

  On July 24, 2025, I attempted to obtain accessibility-related information and make a reservation through Chuck E. Cheeses Guest Relations and the ********, ** location. What should have been a simple and routine interaction instead became an unnecessarily difficult and unlawful, exclusionary experience due to a lack of staff training and inconsistent information regarding accessibility rights and procedures.On this date, I spoke with two Guest Relations representatives, ***** and *******, who were unsure of the companys access policies and gave vague or conflicting answers (including a requirement of paperwork for access)ultimately deferring responsibility to the local store. When I contacted the Cerritos location, I was met with the same confusion and was told someone would have to check with a manager, but no follow-up was offered or ever received. This pattern of shifting responsibility and lack of clarity functionally denied me the ability to access services in a timely and equal manner.Please note that I have already reached out directly via email to CEC Entertainment senior management and Risk to notify them of this issue on July 24, 2025, but I have yet to receive a response. I am submitting this complaint in hopes of prompting immediate attention. I respectfully request urgent contact by phone to resolve this matter informally and without the need for escalation. This issue is time-sensitive and I remain fully willing to engage in a constructive resolution today.Thank you kindly for your immediate escalation and response.

  Business Response

  Date: 07/31/2025

  This complaint has been resolved.

  Customer Answer

  Date: 07/31/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:07/25/2025

  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.

  purchased the silver summer deal paid cash for the deal and our food order the employee at your store took my phone and said next time I come in just show my phone and I will be good to go.When I went to your store today they said they could not find it in my phone .Asked for store manager ******** ******** she asked if I had a reciet I did not asked if I knew when I purchased the deal I did not she took my Email information tried to find when I purchased it she said there was nothing she could do without the date I purchased it and the receit.I feel as though it was your employees mistake if she did not put it on my phone correctly never said to save my proof of purchase.I believe the store should honor the silver package purchase.For the 3month period

  Business Response

  Date: 07/27/2025

  Hello ******,
  
  Thank you for contacting us. We apologize for any inconvenience this may have caused and want to assure you that your concerns will be addressed promptly. In order to honor the Fun Pass, we kindly ask that you provide the date and location of your purchase. This information will help us search the cash receipts and locate your transaction. Once we are able to locate your purchase, we will be happy to assist you further.
  
  
  Thank you,
  ****
  Guest Relations
  CEC Entertainment
  1707 Market Place *********************************
  phone: **************
  

• Initial Complaint

  Date:07/25/2025

  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.

  To Whom It May Concern,Im filing this complaint regarding a negative experience at Chuck E. Cheese on July 13th, 2025, in the afternoon, at the ********* location in *******, *****, involving their monthly membership program.I was charged $7.99 in both June and July for a membership. However, during our visit to celebrate my daughters birthday, the staff were unable to locate my account. As a result, we were denied the benefits I paid for, ruining a day that was supposed to be joyful and memorable for my child and our family.Despite reaching out to customer service by email and having my membership confirmed after the fact, the company refuses to cancel the contract, insisting I remain bound to a one-year term, even after they fail to deliver service when it mattered most. This refusal, in light of a service breakdown that directly impacted a childs birthday, is deeply **************** prevent further charges, Ive closed the linked payment account. The lack of empathy in their response was striking, especially for a brand built around children and families. There was no attempt to make things right or acknowledge the emotional weight of the experience. The interaction felt cold and automated, as if customer care was an afterthought.I am requesting the following:A full refund for the July 2025 charge Immediate and permanent cancellation of the membership This is not just about billing, its about accountability and respect for the families who support this company. Chuck E. Cheese failed to meet its obligations, and I believe its important to hold them responsible and share this experience so others can make informed choices.Sincerely,******* ***** ************************

  Business Response

  Date: 07/28/2025

  Hello *******,
  
  Thank you for taking the time to share your experience with us. Were truly sorry to hear that your recent visit did not meet expectations, especially on such an important occasion as your daughters birthday. We understand how disappointing this must have been, and we sincerely regret the impact it had on your celebration. While were unable to cancel the membership due to the agreed-upon commitment terms, we can certainly assist with refunding any play time that was purchased during your visit. Please provide a copy of your receipt. If you no longer have the receipt, please list your exact total and what you ordered. If you used a credit card, please list the last 4 digits of your credit card.
  
  
  Regarding access to membership benefits: in order for our locations to honor daily points, discounts, and other perks, the ** code or the correct account information linked to the membership must be provided at the time of the visit.This requirement is in place not only to ensure a smooth experience, but also to help prevent the fraudulent use of membership benefits. We genuinely appreciate your feedback and take it seriously. Your experience has been shared with our management team as part of our ongoing efforts to enhance guest service and reliability.
  
  
  Again,we apologize for the disappointment and appreciate the opportunity to make things right in the way we are able. If you have any additional questions or would like to proceed with the refund for play time, please dont hesitate to contact us.
  
  
  
  Thank you,
  ****
  Guest Relations
  CEC Entertainment
  1707 Market Place *********************************
  phone: **************
  
  

• Initial Complaint

  Date:07/15/2025

  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 purchased two Chuck E. Cheese memberships for my children, expecting access to family-friendly entertainment at our local location. However, shortly after my purchase, the location was converted into a Chucks Arcade that caters to adults no longer offering the same kid-friendly environment or services.Despite my efforts to resolve this, Chuck E. Cheese has declined my refund request. They have instead directed me to other locations, which are too far and inconvenient for my family. They also claimed that the memberships are still accepted at the local location even though that location is now inappropriate for children.The service I purchased is no longer accessible or appropriate, and I was not given notice of the change when I made the purchase. This feels deceptive and unfair. I am seeking a full refund for both memberships, as they are no longer usable for their intended purpose.

  Business Response

  Date: 07/16/2025

  Hello,

  As a one-time courtesy the guest's membership was cancelled yesterday. 

   

  Thank you,

• Initial Complaint

  Date:07/14/2025

  Type:Customer Service 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.

  My son was injured by equipment at Chucky Cheese, *********** on May 29. I rushed him to the emergency room that night. I returned to Chucky Cheese on May 30 to collect his belongings and get a copy of the incident report. The clerk showed me the video of the accident and when we saw the equipment hit him in the head, the clerk said oh my that was not supposed to happen, he did nothing wrong. I asked for a copy of the incident report along with the video that recorded the incident and was told they could not release the incident report or video to me and that the corporate office would be contacting me. I have contacted Chucky Cheese in ********, ** and the corporate office at ************ at least 10 times requesting the incident report and video but have not received any response. The purpose of this email is to request a copy of the incident report and video of the accident.

  Business Response

  Date: 07/17/2025

  We are aware of the incident and have reached out to Ms. ***** on June 3 and July 8 - we have left voice mails with the exception of 7/8 - as the voice mail was full.  The person handling Ms. ******** claim is **** ****** - he can be reached at ************ - he is out of the office but will return on Monday.  I have also called and left Ms. ***** a voice mail on 7/15 at ************

  Unfortunately, CEC does not share video nor our internal incident reports to other than law enforcement without a subpoena.  ************ would like to submit medical documentation or other records, she may do so at ************************************************************************** 

   

   

   

  Customer Answer

  Date: 07/17/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:07/12/2025

  Type:Product 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.

  On May 10, 2025, my cousin and I visited the Chuck E. Cheese location in *********, ** with a 4-year-old and an 11-year-old. Upon arriving at the register, our total for game cards and pizza came to nearly $200. While checking out, an employee recommended the two-month Summer *** Pass to help us save money. However, I was told that to receive the discount, I would need to sign up for a 12-month membershipbut was assured by the associate that it would be honored as a two-month pass and I could cancel afterward without issue.I trusted the information provided and signed the agreement under the impression that this was a short-term summer pass. However, beginning on May 10, 2025, I have been charged $12.71 monthly for this membership, despite not returning to the location after that day. The facility itself was not in a safe area, many of the games and equipment were outdated or non-functional, and much of it was not age-appropriate for younger children.On July 11, 2025, I emailed Chuck E. Cheese requesting that the membership be canceled and that the charges be reversed, given the misinformation I was provided at the time of sign-up. In response, I was met with rude and dismissive customer service, which was both unprofessional and unhelpful. As someone who works in customer service at a company that also offers memberships, I was shocked by how poorly my concern was handled. We would never treat our clients the way I was treated.

  Business Response

  Date: 07/14/2025

  Thank you for your feedback and for bringing this matter to our attention. We take all customer concerns seriously and appreciate the opportunity to address the situation.
  After reviewing your complaint, we want to clarify a few key points:
  Online Sign-Up Process: Our membership program is exclusively available for sign-up online, and during the sign-up process, the terms and conditions are made clear. There are multiple steps that require you to check boxes to confirm your understanding and agreement with the membership terms. Additionally, you had the option to choose between a 12-month membership or a 2-month fun pass when signing up. It is our understanding that you selected the 12-month membership, which would explain the charges you've incurred.
  Staff Interaction: We understand your concern regarding the information you were provided by our staff. However, since the membership options are only available through the online platform, it is your responsibility to read the terms and conditions and by checking the boxes agreeing to these terms you are giving your permission and electronic signature to charge your account monthly for a minimum of 12 months. It appears that there may have been a misunderstanding during your interaction with the staff, but we assure you that our staff follows the policy of directing all guests to the online platform for membership sign-up.
  One-Time Courtesy Cancellation: As a gesture of goodwill and understanding, we have cancelled your membership so you will no longer incur any further charges moving forward. Please note, this cancellation is being offered as a one-time courtesy and does not extend to any previous payments made.
  No Refunds for Previous Payments: Regarding the payments you have made thus far, unfortunately, we are unable to offer a refund for the three payments of $12.71 each. The total amount of $38.13 youve paid equates to the cost of 100 play points, which would have originally been priced at $43.33. Additionally, you received a 30% discount on food during your membership. These benefits have already been utilized, and we believe the value provided through the play points and discount is in line with the payments youve made.
  We hope this explanation helps clarify the situation. We value you as a guest and appreciate your understanding. If you have any further questions or concerns, please do not hesitate to reach out.
  Thank you for your time and for giving us the chance to resolve this matter.

  
  Best regards,

  ********

  Administrator of Guest Relations 

  Customer Answer

  Date: 07/14/2025

  I have reviewed the business response and accept this resolution. We will not be returning to the establishment and have not been there since May 10, 2025. They took out a payment on July 12, 2025, for $12.71 which was the same day I emailed them and then filed a complaint. But I appreciate them terminating the membership. Wish them the best.

• Initial Complaint

  Date:06/30/2025

  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.

  I paid for a birthday party at the Chuck E. Cheese located at *********************************************************, scheduled for 4:00 PM on June 25, 2025. When we arrived on time, we were stuck in line for 27 minutes and were late getting in.A kind manager named ***** told us we could step away and return, and she would stamp us in to keep our place. However, a different manager named **** became extremely rude and hostile. He yelled at us in front of other guests, overruled Kaylas instructions, and refused to accommodate us.Even other customers in line commented that they didnt understand why he was talking to us that way. I calmly told ****, Lets start over, because youre being very hostile, and he replied, Im the only one up here and Im tired. While I understand stress happens, this level of unprofessionalism is unacceptableespecially at a childs birthday ************** a result, we lost valuable time, and my sons party was negatively affected.

  Business Response

  Date: 07/03/2025

  Hi ******,
  Thank you for reaching out and bringing your concerns to our attention through the Better Business Bureau. We're very sorry to hear about your experience during your recent birthday celebration at our ******************************** E. Cheese location on ********************
  At this time, we have not been able to locate a party reservation or transaction for June 25th at that location. To help us investigate further and address your concerns appropriately, could you please provide the following:
  A confirmation number for your party reservation (if available)
  A photo of your receipt
  If you do not have the receipt, please let us know the type of payment used (cash, credit card, gift card, etc.)
  If a credit or debit card was used, the last four digits of the card number
  Once we have this information, well be better equipped to look into the situation and work toward a resolution.
  We appreciate your cooperation and look forward to your reply.
  Best regards,
  
  
  
  
  Brittany 
  Guest Relations
  CEC Entertainment
  1707 Market Place *********************************
  phone: **************

  Business Response

  Date: 07/07/2025

  Hello,

  A refund of the $50 deposit and the remaining $116.19 has been issued to the guest. A follow up email was also sent to the guest. 

  Hello,
  
  Thank you for replying. Once again, we sincerely apologize for any inconvenience this situation has caused. Your feedback has been shared with our ************************ and will be addressed with the location immediately.
  
  We have issued a full refund for your reservation. Your $50 deposit has been refunded to the credit card on file, and an additional refund of $116.19 has been processed to your card ending in 9309. Please allow ********************************************** your account, depending on your financial institution.
  
  We truly regret your negative experience and appreciate you taking the time to bring this to our attention. Your feedback is invaluable in helping us improve our service.
  
  
  Thank you,

• Initial Complaint

  Date:06/29/2025

  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.

  Have reached several times regarding my issue with food service...food was unacceptable...several parts undercooked....churros very hard...couldnt eat....this was for a birthday and very disappointed...would like some type of reimbursement...not necessarily a refund...store credit would be suitable

  Business Response

  Date: 06/30/2025

  Guest contacted us directly. A formal complaint was filed and is currently being addressed with management and staff. A Guest Pass has been mailed to provided address. Guest has been asked to allow up to 2 weeks to receive. 

• Initial Complaint

  Date:06/11/2025

  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 previously filed a formal complaint with the **** (Complaint #******-20227438) regarding a Chuck E. Cheese monthly membership I was misled into signing up for at the ***********, ** location on March 1, 2025. I was told I could cancel at any time, but afterward, I received emails stating it was a 12-month non-cancellable contract.Despite numerous attempts to cancel and emails requesting charges be stopped, my account has continued to be charged. On April 11, I visited the location and spoke with a manager, who admitted that the employee who misled me had been reprimanded for giving others the same false information. She said she would email corporate, but *** received no resolution.Most recently, I received an email threatening legal action if I did not pay a balance that was never properly disclosed, along with a vague payment link. This appears retaliatory and unethical given that I already submitted a formal complaint. The language in the email was vague and intimidating, and I believe it constitutes unfair and deceptive ************ requesting that this matter be resolved by:Canceling the membership in full Refunding all charges made after my cancellation request Ceasing all threatening or misleading communications

  Business Response

  Date: 06/12/2025

  We appreciate the opportunity to respond to Jirmiahs concerns regarding their Chuck E. Cheese membership.
  We regret any confusion or inconvenience the guest may have experienced during their interaction at our ***********, ** location. However, we would like to clarify several important points about our membership enrollment process and policies:
  Membership Enrollment Is Digital and *********************start="704" data-end="707"> Our memberships cannot be purchased at the cashier or enrolled by an employee. Guests must personally enroll through our website. This process requires the user to complete several digital steps, including:
  Reviewing and accepting our Terms & Conditions
  Manually checking boxes to agree to a 12-month non-cancellable term
  Providing an electronic signature
  This system is in place to ensure transparency and to prevent verbal miscommunication. We have confirmed that the membership in question was initiated and completed through our online platform with all terms clearly disclosed and agreed to by the guest at the time of sign-up.
  Employee *******************************************************start="1441" data-end="1444"> While we understand the guest was reportedly informed by an employee that they could cancel at any time, verbal statements made at the store do not override the digital contract and terms the guest reviewed and agreed to during the sign-up process.
  We will address the employees conduct internally, and corrective action will be taken to ensure consistent and accurate communication moving forward. However, this does not alter the guest's acceptance of the legally binding terms online.
  Membership Terms & ***********************start="1979" data-end="1982"> As stated in the agreement, our memberships carry a 12-month minimum term, and we are unable to cancel them before that term is fulfilled.
  Communication & *************************start="2379" data-end="2382"> ****************** regarding unpaid balances are system-generated and intended to be professional and informative. We apologize if the tone came across as intimidating; that was not the intent. Our goal is to resolve outstanding issues respectfully and clearly.
  
  Resolution Summary:
  At this time, the membership remains active under the agreed-upon 12-month term.
  We are unable to cancel the membership early or issue a refund for charges made after the membership was agreed to and used.
  We will review and refine the language in future communications to ensure clarity and tone remain appropriate.
  We truly value our guests and are committed to providing fair and transparent service. If the guest would like assistance navigating the online portal to manage or cancel their membership after the 12-month term, we are happy to assist.
  Sincerely,
  Chuck E. Cheese Guest Relations Team

• Initial Complaint

  Date:06/09/2025

  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.

  Corporate and my local ************* store will not honor nor give me credit for the 235 Chuck E. Cheese tokens I paid for and still have. How cheap can a company be .. to deny children of their rewards for good behavior and/or good grades. Really lousy customer service

  Business Response

  Date: 06/11/2025

  Hello ******,
  
  Thank you for reaching out to us regarding your tokens. Please note that our locations have not sold tokens in almost 10 years, following our transition to the play points system. Unfortunately, we are unable to approve your request for a refund. While tokens cannot be converted to play points, some of our locations may still have coin-operated games where tokens can be used. For the best experience, we recommend getting a play card to ensure any tickets won are uploaded. We apologize for any inconvenience this may have caused and appreciate your understanding.
  
  

  Customer Answer

  Date: 06/11/2025

  I am rejecting this response because:   I requested play cards in exchange for the tokens I had previously purchased.  Please honor this request so I can reward  good behavior and marks.

   

  Thank you

  ****** Handelsman 

  Business Response

  Date: 06/12/2025

  From: Guest Relations
  Sent: Thursday, June 12, 2025 12:37 PM
  To: ****** h <**************************>
  Subject: RE: [Guest Relations] [EXT] Re: Chuck E. Cheese Guest Relations
  
  Hi ******,
  
  Unfortunately,tokens cannot be converted to play points. You are welcome to use them on any of the remaining coin-operated games the locations may have.
  
  Thank you,
  ****
  Guest Relations
  CEC Entertainment
  *****************************************************************************************************
  phone: **************
  

  Customer Answer

  Date: 06/12/2025

  I am rejecting this response because:   There are NO MACHINES that currently use the tokens.  All I am asking is they be traded in for the current change in acceptable currency for the store games.   

  ****** Handelsman