ComplaintsforMain Event Entertainment, LP (Corporate Office)

• Initial Complaint

  08/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  07/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  05/14/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  04/12/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  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.

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I visited your ******************************************************************************************** location on April 9th, 2024. My husband and I purchased the All Activity package and enjoyed playing in the arcade and bowling. We order food when I realized that I had to use the bathroom. I am pregnant, so I asked my husband to enter the FAMILY bathroom with me because I have a hard time on occasion. Within seconds of us walking through the doors, a worker starts pounding on the door demanding us to get out. I told her that I was using the bathroom. She continues to pound on the door for about 5 minutes and then proceeds to UNLOCK the door and enter the bathroom, seeing me on the toilet. I immediately felt violated and discriminated against. The worker leaves, and after I finally finish relieving myself, my husband and I walk out to the manager telling us to leave. They also called the police even after I explained that I was simply using the restroom. I spoke with the officers and they suggested that I email corporate to file a complaint. We purchased the full activity package and didnt even get to finish our night. I feel like I was discriminated against. I did record the entire ordeal and will be posting it on ******** and warning other people.

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My family of 5 went to main event **** on Monday April 1st for dinner and to play games. We approached the area where you are supposed to be seated for the restaurant. There was no one there seating people and all the tables specifically said please see attendant before sitting. After waiting for at least 5 min I approached the bowling line even though it was really long and asked if someone was working over in the restaurant area. She rolled her eyes and then said someone would help us when they had a moment. Another few min passed and someone came out from behind the bowling area and took us to a table with high top chairs for a family with 2 kids that are little (5 & 6) which was extremely hard for them to get into and sit in. After waiting for awhile we ordered our food and upon the waitress coming out with our food she dropped 2 of our meals. She expedited the remaking of them but it was a huge inconvenience to have some of us eating especially with the kids who were impatient to go play games. They apologized and we realized accidents happen, so we were willing to just move on. When we were finished we paid at the table and the waitress took my card and ran it through a card reader and said it did not work the 1st time so she asked me to run it again. I was skeptical, but just did it since she seemed like she knew what she was doing. Days later I was going over my bank account and saw my account was charged 2x for this trip on top of the horrible dining experience we received. When I called the person (******) who answered said she took my info down and said a manager would call me back shortly. When I called back later that day since I did not get a call back she answered again and gave me attitude and said they were short staffed and the manager was aware and he would call me when he had time. This is unacceptable in my opinion. It is not my problem that your facility is short staffed. You should be ashamed of how you do business and our family will never return to your facility!

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Horrible straight horrible experience. We booked my sons party there and we did it by booking 2 bowling lanes 2hrs each which was expensive af but we did it and booked them laser tag and got the kids game cards. Start time was 6:30pm we were there on time. I booked this 2 weeks in advance because I know it was a Sat evening. We get there and people are still in the lane and we started 15-20min late which the compensated us for. But then the first hour ends and they have other people trying to take our spot. Took me going to the manager with my confirmation email to show that I booked for 2hrs. They were all running around no organization no controlled chaos at all just straight messy. They end up making us move to the next 2 lanes because they people had been waiting for 4 hours (not our fault) and the lane wasnt even ready for another 30min so they had us move all our stuff to a table andddddd they threw away our food and drinks that we were still using. I called corporate today 3 straight times left on hold 10min and it auto disco me. This place is worse than chucky cheese. Because it was too late at this point we wanted to get the kids settled down and back home so we asked for a refund of the hour and they refused. I am asking for a refund of the whole thing now as this was a horrible birthday party for my son kids were crying we didnt even get to finish our game and it was just overall worse experience. And to think I booked 2 weeks in advance to prevent this

  Business response

  03/28/2024

  After carefully reviewing this concern that was brought to our attention, the customer stated on this report. We have communicated to all salaried members of management at this location and this concern was not brought to anyone of our management team during this time. We are uncertain who they spoke to and received the statement or concern about their complaint. 

  Customer response

  03/28/2024

  I am rejecting this response because:   
  

  I spoke to I believe it was ***** or ************ believe it was. He is a really big guy, African American if that helps. He was very nice but just couldnt help us according to him. I was sympathetic to him and the staff as it was busy but again I booked this 2 weeks in advance its not our fault everything was hectic and not our fault they over booked or whatever the case but we didnt get to finish bowling didnt get to finish our food or drinks and want a refund 

  Business response

  07/17/2024

  Dear Reader,
  
  Thank you for bringing ************************ concerns to our attention. We take customer feedback seriously and have conducted a thorough investigation into the matter outlined in his complaint.
  
  Upon reviewing our reservation records across all store locations, we found no trace of any reservation made by ******************** using the provided phone number or email address. Furthermore, our credit card processor has no record of charges under ************************ name. Additionally, after scrutinizing our staff roster, we confirmed that we do not employ anyone named ***** or *****, nor do we have an employee fitting the description of a larger African-American as described by ********************.
  
  Based on the results of our investigation, we are unable to substantiate ************************ claim. Therefore, we regret to inform you that we cannot proceed with providing compensation in this case. We believe our findings indicate a misunderstanding or potential confusion regarding our services.
  
  We appreciate the opportunity to address this matter and request that this case be considered closed. If there are any further questions or if additional information is required from our side, please do not hesitate to reach out to us.
  
  Thank you for your understanding and cooperation.
  
  Best regards,

  **************
  Supervisor, Guest Relations
  Main Event

  Customer response

  07/19/2024

  I am rejecting this response because:   
  

  at this point I dont care but for the record you have cameras you could have easily checked them for the date listed from 6:30-7;30pm or whatever and you can see me talking to the guy at the desk. You say you have no trace of me yet my order number is O-1274260 and now whats funny is all of a sudden you will say ooooo okay yes as if you didnt already know. I dont understand why you are trying to cover this up like its watergate or something but again I digress, doesnt really matter at this point I dont care but for the record the truth needs to be brought to light and thats a lie and you all know it 

• Initial Complaint

  02/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 10/20/2023 I visited Main Event ***** (8545 *************. *****, **. ************). I made a $432.81 purchase for bowling, food, and beverages. Also a $136.76 purchase for food and beverage. Lastly, a $151.33 purchase of five (5) $25 fun cards. (Five cards at $25 a piece and a $2.40 game card fee for each card). The fun cards were purchased at the kiosk. I was hosting some employees on a team outing. With the food, drinks, and bowling we did not utilize the fun cards and I kept all five of them with me. This past week I took my team back out to Main Event, this time at the ******* location. At that time none of the fun cards showed any balance. They are showing no history whatsoever. I spoke with a manager at the ******* location who referred me to the ***** location where I bought them. They said to contact their corporate office. I have emailed 3 times and called 3 times with no response.

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I had an incident that happened in the main event parking lot in ******** *******. I had backed into a spot a low hanging tree had came in contact with my vehicle and I wanted to see if I needed to go through insurance or something you guys are responsible for. *** tried many times to get a hold of the claims department ***** ************ also left many voicemails. And I have not received any callback from her whatsoever in weeks so its starting to become frustrating because I dont have an answer to the problem.

• Initial Complaint

  02/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 2/24/2024 I decided to have a party at main event for my sons 12th birthday. We arrived the ******************************************* until 6:20pm. Once we got into the building we were greeted by the party attendee and taken to the counter to get our shoes for bowling. Bowling was the first attraction for the party and it was to start at 6:30pm until 7:30pm. However we didnt make it to the lanes til about 6:49pm. Once we started bowling the bowling lanes werent working properly to where it would take away any remaining pins a player had left on their second chance. So we would have to bowl on an empty lane just to get more pins for the next person. I made the staff aware of this issue but was told they have something of glitch going on. While we tried to finish bowling the party attendee came back to ask if we wanted to add on more food to the order and we did. We didnt get to finish bowl because it was now 7:30 and time for the kids to eat. We get to the table and it wasnt clean other parties had their children running around our table and spilling my kids drinks. Our complete meal order wasnt brought out on time and we had to ask for the supervisor for help. They put bacon on my kids father meal after we stated twice not to because hes allergic to pork. So at time point we are eating and being rushed because the next attraction was getting ready which was to be lasor tag. They rushed us to finish eating and the next attraction wasnt even ready. So its now 8 going on 9. Finally they told me to have my kids ready to do ***** tag at 9 it was 8:46pm. We go over to the lane for the next attraction and we where waiting and waiting its now 9:18pm just for them to tell me they mistakenly put the wrong party in my sons place and his next attraction was scheduled to start at 9:20 of the gravity rope but we had to wait for the next play for ***** tag. All in all my son only got to do two attractions and use the game cards which he didnt even have a *****

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