Complaints

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:04/26/2025

  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.

  Subject: Urgent: Assistance Required Regarding Bowling Lane Booking 04/26/2025 Hello,My adult children and siblings booked a bowling lane today but were denied entry because they are under 25. They were informed that a refund would not be issued, which I believe is unacceptable and possibly illegal. They even inquired about rescheduling for another day with someone over 25 but were denied that option as well.This policy should have been clearly communicated when the lane was booked online. I request that someone contacts me regarding this matter, as we are not willing to lose $116 due to a lack of communication when booking about this rule online as this should have been Clearly stated prior to booking on the booking page. We would like either a refund or the opportunity to reschedule the lane. If we cannot resolve this issue, I will consider seeking legal counsel to address the payments made without receiving the service that was paid for! A business cant get away with this as it could be considered robbery!I appreciate your prompt attention to this matter and look forward to your response.

  Business Response

  Date: 04/28/2025

  Dear Reader,

  Thank you for bringing this concern to our attention. We take all guest feedback very seriously, and we deeply regret the frustration and inconvenience caused to the **** **** and their family regarding their recent experience at our *********** - Independence location.

  Upon receiving the complaint, our local General Manager promptly reached out to **** **** directly. After discussing the situation and understanding their concerns, we processed a full refund for their booking. **** **** expressed that they were happy with this resolution.
  
  We sincerely apologize for any confusion regarding our age policy for bowling lane bookings. We are reviewing our online booking information to ensure policies are communicated as clearly as possible to avoid any future misunderstandings. Our goal is always to provide a fun and welcoming environment, and we are committed to improving our processes based on this feedback.
  
  Please let us know if theres anything further you require regarding this case. We appreciate your partnership in helping us maintain the trust and satisfaction of our guests.
  
  Best regards,
  
  Dot *****
  Manager, Guest Experience
  Main Event

  Customer Answer

  Date: 04/28/2025

  I have reviewed the business response and accept this resolution. Thank you very much for the prompt response and call this AM!! 

• Initial Complaint

  Date:04/15/2025

  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.

  The main event ******* will rip you off.I went to the arcade center with my husband and every ticket machine is rigged the big ticket machine clearly needed to be serviced as the arm was messed up but I would still take your credits as well as the small ticket machine would never count more than one roll as so did the other ticket machine.the ******* location missed marked so many prizes for the wrong amount as well as The ************ location that I visited on April 4th had prizes labeled for a certain amount and they turned out to be triple that amount so my kids were truly upset. The integrity if this business is not very well

  Business Response

  Date: 04/21/2025

  Dear Reader,

  Thank you for bringing to our attention the concerns shared by Ms. ******* ***** regarding her recent visits to our ***************************** Event locations.
  
  We sincerely apologize for any inconvenience Ms. ***** may have experienced while visiting our Florida centers. Guest feedback is incredibly important to us, and we strive to ensure that all aspects of the Main Event experiencefrom our games to the Winner's Circlemeet high standards of fairness and clarity.
  
  Regarding the concern raised about the Tower of Tickets game at our ******* location, we would like to clarify that this particular game is programmed to count only one roll per turn, which is consistent with its design and manufacturer settings. However, we understand how this may have caused confusion. Please note that this game has been removed from the ******* location as of April 16, 2025.
  
  In response to the claims of pricing discrepancies in the Winners Circle at both locations, we have conducted a thorough review of the items and their posted prices. The Winners Circle is set up as an open shopping area where guests are free to browse and handle items. Occasionally, items may be moved from their original shelf by other guests, which can unfortunately lead to unintentional misplacement. While we regularly inspect and reorganize the area throughout the day, we acknowledge that these mix-*** can occur. That said, both management teams have verified that the pricing for each item was accurately labeled, despite some items having been placed on incorrect shelves.
  
  We appreciate Ms. ***** bringing these matters to our attention. We are committed to continuously improving the guest experience and will continue to monitor and train our teams to help minimize similar concerns in the future. However, we respectfully decline Ms. ******* request for further compensation or restitution.
  
  Best regards,
  
  Dot *****
  Manager, Guest Experience
  Main Event

• Initial Complaint

  Date:04/14/2025

  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.

  On September 15, 2023, I sustained a deep laceration to my knee during a laser tag game at the Main Event location in ***********, ********. My knee struck the end of the laser tag gun during the game, causing a serious injury that required an ambulance, emergency medical care, and four stitches. I now have a permanent scar and medical debt totaling $4,802 from the incident. Since the injury, Ive experienced knee pain that I did not have prior. I cannot stand on my leg for extended periods without it throbbing, which has affected my daily comfort and mobility. Ive made multiple attempts to reach out to Main Event through their website, social media, and the Main Event app. Eventually, I received a message stating that a general manager would be in contact with me but Ive still not received any follow-up. I have photos of the injury and medical documentation. I am simply trying to discuss reimbursement for the medical bills I incurred due to an injury that occurred during one of Main Events activities and involved their equipment. This has been frustrating and disappointing. I expected more accountability from a company that hosts activities for families and young people. Im asking Main Event to take this matter seriously and contact me to resolve it professionally.

  Business Response

  Date: 04/21/2025

  Dear Reader,

  Thank you for bringing this matter to our attention regarding the claim submitted by Emen Daboussi and the reported injury at our **************** Event location.

  We are truly sorry to hear of this experience and want to express our sincere concern for ***** well-being. Please know that we take all guest matters very seriously, especially those involving potential injuries.
  
  We have forwarded the details of this claim to our **************************** A representative from that team will be reaching out directly to Emen Daboussi to gather additional information and discuss the next steps, including any options that may be available.
  
  We appreciate the opportunity to respond and are committed to ensuring this matter is addressed promptly and appropriately.
  
  Best regards,

  Dot *****
  Manager, Guest Experience
  Main Event

  Customer Answer

  Date: 04/21/2025

  I am rejecting this response because:   While I appreciate that Main Event acknowledged my complaint, I do not consider this issue resolved. I have yet to be contacted by anyone from the **************************** despite repeated attempts on my end. Ive been bounced around between departments, given incorrect instructions, and left without clear direction. Ive provided documentation, photos, and explained the seriousness of my injury, yet Im still waiting for someone to take real action. Until I am contacted by a claims representative and a meaningful resolution is offered I cannot mark this as resolved.

  Business Response

  Date: 04/21/2025

  Dear Reader,
  

  We appreciate the opportunity to provide additional information in response to Mr. ********* continued concerns. First and foremost, we want to reiterate that we take all guest concerns seriously, especially those involving reported injuries, and we sincerely regret the frustration Mr. ******** has experienced during this process.
  
  Following Mr. ********* initial report, our Claims Departmentspecifically our representative ***** Brayengaged in direct and timely communication with him via email. All relevant documentation and photos he provided were reviewed and submitted to our third-party insurance carrier for further handling, as is standard procedure.
  
  We understand that Mr. ******** is seeking more immediate or direct contact from the insurance company. However, once the claim has been submitted to our insurance carrier, Main Event no longer has visibility or influence over the timeline or communication process that follows. We acknowledge this can be frustrating, and we apologize for any inconvenience caused by the delay or lack of clarity on next steps from the insurer.
  
  While we regret that Mr. ******** does not consider the matter resolved, we want to emphasize that we have fulfilled our role in facilitating the claim and forwarding all materials provided. We strongly encourage Mr. ******** to continue working with the insurance company directly, as they are the appropriate party to assess and resolve the claim.
  Should any further assistance be needed from Main Event to support that process, we remain willing to cooperate fully.
  
  Best Regards,
  
  Dot *****
  Manager, Guest Experience
  Main Event

• Initial Complaint

  Date:12/29/2024

  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.

  On ******** my child had a birthday party at the ******, ** location. We purchased a party package as it guaranteed specific reserved times for partyroom, bowling, and lasertag. The sales manager emailed us a schedule with times for each. We bought the party package for the stated benefit of having reserved times, an advertised benefit. On the day, the team shortened the times which did not allow ample time to finish any activity. We paid over $600 for 20 kids to only bowl 30 minutes on 3 lanes, 2 of which malfuntioned; A party room where a team member told us we couldn't spend the whole scheduled time in due to scheduling issues and were rushed to eat and leave for next event (no time for cake), Then a super rush to laser tag where the birthday child's vest stopped working twice, greatly hindering any enjoyment. With the constant pressure to rush and the malfunctioning equipment throughout, it was a terrible experience. Had we been granted the time originally promised in the contract sent to us, it would've been an good. I have reached out to the sales manager twice with no response. I've also reached out to the link provided in response to a ****** review, also with no response back. I'm hoping for some sort of resolution here as we clearly did not recieve the services paid for.

  Business Response

  Date: 01/13/2025

  Dear Reader,
  
  I hope this message finds you well. I am writing in response to the complaint filed by ***** ****** regarding her recent experience at our Main Event Tucson location for a special event.
  
  First and foremost, we would like to extend our sincere apologies to Ms. ****** for the experience not meeting her expectations. We take all customer feedback seriously and are committed to providing high-quality service to all of our guests.
  
  Please be assured that our General Manager at the ****** location has already reached out to Ms. ****** and discussed her concerns in detail. After a thorough conversation, both parties were able to come to an amicable resolution. We are grateful for her understanding and willingness to work with us to address the situation.
  
  Given that this matter has been resolved directly with Ms. ******* we respectfully request that this complaint be marked as closed.
  
  Thank you for your attention to this matter. Should you require any additional information, please feel free to contact us.
  
  Warm regards,
  
  Dot *****
  Supervisor, Guest Relations
  **** & ******** * Main Event

  Customer Answer

  Date: 01/13/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:11/25/2024

  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.

  My sons birthday was Saturday, my husband decided to take him and a few friends to main event! My husband purchased game cards and was asked by the attendant to stay with the children. My husband understood. My husband was then asked to leave by the manager because some other kids were stealing from the facility. This had nothing to do with my husband or the children he brung as they only arrived 5 minutes prior to all this. Instead of getting a full story they just asked my husband to leave even though he tried to explain he was only responsible for the children he walked in with. I spoke to ***** at the facility who was apologetic but agreed he did not get the full story! I have call the cooperate office 4x this morning and the phone puts you on hold immediately then hangs up after your on hold for about 5 minutes. Same thing all 4 times! I want to speak to someone TODAY! This is absolutely ridiculous!

  Business Response

  Date: 12/04/2024

  Dear Reader,
  
  Thank you for bringing Ms. ********* experience at our Main Event Ft. Worth South location to our attention. We deeply regret that Mr. ******** had a disappointing experience when he visited with his son and friends. Please know that we take feedback like this very seriously, and we have already reached out to Ms. ******** to discuss the situation in detail.
  
  As part of our efforts to resolve the matter amicably, we provided Ms. ******** with a $100 gift card, which has been mailed to her address. Additionally, we have confirmed that the charge of $90.93 was refunded to Mr. ********* card on the night of the experience.
  
  We sincerely apologize for any inconvenience this situation may have caused and are grateful for the opportunity to make things right. We appreciate you bringing this matter to our attention, and respectfully request that this case be closed.
  
  Thank you for your understanding and support.
  
  Sincerely,
  
  Dot *****
  Supervisor, Guest Relations
  **** & ******** * Main Event

• Initial Complaint

  Date:10/17/2024

  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.

  Visited your location today at ************************************************************** at approximately 5pm, along with some friends and coworkers from the nearby railroad training center. I was not happy with the service nor quality of the food. The bartender/server seemed to have an attitude over the fact that my group did not place drink orders but rather had non-alcoholic beverages and a couple food items. The main dish I wanted which was fish and chips was apparently not available after I had ordered it. I settled on sliders and chicken strips. Everything was cold. I don't know why that was, your location was not busy at all! The sliders were undercooked and semi-frozen. I waited way too long for a water refill. After spending nearly $50 on my games at your arcade, I felt like I was completely crapped on in your restaurant. I would like a refund for my order. I have zero interest in returning, even if my coworkers ever decide to. Thank you.Yours Truly, **** ******* CHK ****** ****** *** G 17 Oct' 24 5:04 PM $30.21 **** debit card ending in ***** PS... Please don't tell me you cannot issue refunds remotely, as the restaurant business is where I come from with my Father owning almost every 7/11 and Friendly's location on ***********, **.

  Business Response

  Date: 10/18/2024

  Dear Reader,

  Please note that this complaint is for **** & ********, not Main Event. This concern is being addressed through D&B BBB complaint 22439534. 
  

  We respectfully request that this matter be closed as we are addressing the guest's concerns on the other complaint submitted for the correct business.

  Warm regards,

  Dot *****
  Supervisor, Guest Relations

• Initial Complaint

  Date:08/25/2024

  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.

  On June 8th we went to main event in **************** and our son got injured on one of their arcade games with a laceration. We filled out an incident report form, and moved on.This laceration became infected and required medical care and antibiotics. We called the store numerous times to show the recipt and get assistance and were always told the supervisors were not in. After a couple of weeks we went in and a supervisor gave us an email to corporate and a number to call for incidents, to which I had called on different days at different times and never reached an operator. I had sent two emails, weeks apart, and never received a response back. At all. What is the purpose of having an incenses line and email if its never used? Horrible follow up on accidents.

  Business Response

  Date: 08/29/2024

  Dear Reader,

  I hope this message finds you well.
  

  I am writing to address the concerns raised by Mr. **** regarding his recent experience at our Main Event **************** location. We sincerely apologize for the difficulty Mr. **** faced in reaching our leadership team to assist with his son's ongoing medical treatment.
  
  We take such matters very seriously and have worked closely with our claims team to address the situation. As a result, we have approved a one-time payment to Mr. **** to cover the medical expenses incurred.
  
  Additionally, we would like to extend a warm invitation to Mr. **** and his family to return and enjoy the Main Event experience. To facilitate this, we have provided a $100 gift card for their use.
  
  We appreciate Mr. **** bringing this matter to our attention. His feedback is invaluable in helping us ensure that such issues are resolved and that our guest experience remains exceptional.
  
  Thank you for your attention to this matter. If you have any further questions or require additional information, please do not hesitate to reach out.
  
  Best regards,

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

• Initial Complaint

  Date:07/21/2024

  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.

  Dates 7/19/24 and 7/18/24 Business Main Event **************************************************************************************************** Problem they are closing the store at 2PM but they are closing the bowling part at 12pm but their isnt anything online or in the store in writing stating that they are closing bowling at 12pm.

  Business Response

  Date: 07/22/2024

  Dear Reader,

  I hope this message finds you well. I am writing to address a complaint filed by **************** against Main Event regarding our ************* location. After a thorough review of our bookings for July 18 and July 19, we have found no evidence of any buy-outs that would have necessitated closure to the public on those dates. As such, the location remained open and accessible to the general public for the entirety of the business hours.
  
  Please note that whenever a buy-out occurs at any of our locations, including *************, we promptly update this information on our website, mainevent.com. This ensures transparency for our guests when selecting a specific venue.
  
  If **************** intends to amend his complaint to refer to a different Main Event location, we would be more than willing to investigate the matter accordingly. Please do not hesitate to provide us with any additional details or guidance you may have in this regard.
  
  Thank you for your attention to this matter. We look forward to your prompt response.
  
  Best regards,
  
  **************
  Supervisor, Guest Relations

• Initial Complaint

  Date:05/14/2024

  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.

  I made a reservation for 2 people on one bowling lane costing over $121 for 2 hours. My date asked if we could push it back two hours. Their website said they were open at 9am on Saturday and ****** said they were open at 10am. So starting at 10am, I tried to contact the **************** location and change my reservation. There is nothing in the confirmation email about changing or canceling a reservation. All I could do was submit a "contact us" request and I have still not heard back 4 days later.Because I was unable to get ahold of anyone, I left multiple voicemails, a ****** review and a "contact us" request before my scheduled reservation. We were unable to make the reservation, and I would really just like my $121 returned on the card I used. This could all be a lot simpler if they would 1)answer the phone 2)allow for changes/cancelations on their website or 3)answer voicemails/contact us requests or ****** reviews. I did not receive any services and would like my money back please.

  Business Response

  Date: 06/12/2024

  
  Dear Reader,

  We sincerely apologize for the delay in responding to ********************** concerns and any inconvenience it may have caused. Rest assured, we acknowledge the importance of timely communication and are committed to improving our response times in the future.

  After thoroughly investigating ********************** complaint, we want to reaffirm that our terms and conditions, agreed upon at the time of purchase, stipulate that cancellations made at least 24 hours prior to the reservation start time are eligible for a 100% refund. Conversely, refunds are not offered for cancellations made within ****************************************** line with our policy. We also recognize that refund processing times can vary based on the financial institution.

  In light of ********************** situation, and as a gesture of goodwill, we have taken the initiative to issue a refund in the amount of $121.32 to his card ending in 3211. We hope this resolution demonstrates our commitment to customer satisfaction and our willingness to address concerns promptly.

  Once again, we apologize for any inconvenience caused to ****************** and appreciate your assistance in facilitating this resolution. If there are any further questions or concerns, please don't hesitate to contact us.

  Sincerely,
  
  Dot *****
  Supervisor, Guest Relations

   

  Customer Answer

  Date: 06/12/2024

  I have reviewed the business response and accept this resolution. 

  Thank you for your understanding. I had a date and she needed to move the time back. I was mostly just frustrated i couldn't get ahold of anyone and see if i could change my reservation.

  Your response was understandable, I should follow your 24 hour cancelation notice better in the future. But due to the refund even past the 24 hour ***** I will remove/change the review I left on ******* Whichever it let's me do. Again, thanks you for your understanding and I will continue to bring my business to your establishment because of this interaction.

  Have a good day.

  -****

• Initial Complaint

  Date:04/12/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 daughter went up there with friends tonight 4/12/2024. She had a $50 gift card. The kids at the front kept swiping and then told her it didn't work. She then went to pay for food and was told there was no money on the card. After looking up the charges, they charged the card $36.30, $12.00, $1.70 and $1.70...I called up there 5 times and no one answered the freaking phone. I told her to have a supervisor call me back and I still sit here with no call and no resolution. So we are out almost $100 because her friend had to pay for her because this place zeroed out her gift card and she had no money. The yelp reviews state that the kids at the front are awful. Well clearly they don't know what they are doing. I want my freaking money back.