ComplaintsforBowlero Corp.

• Initial Complaint

  03/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I came to bowl at the AMF bowling center at ************************************ in ******* *******. Upon arriving at getting our shoes, we were assigned lane 8 which was inoperable after we started bowling. We were switched to lane 10. We asked the General Manager to stop the fine which was directly over our table because several people at my table have allergies and the fan was causing issues with their eyes and nose running. The ** said he could not turn off the fans due to a mandate from corporate. I would like to hear from someone in upper management directly to address this policy if it is indeed a mandate from corporate not to cut off the fans.

  Business response

  04/01/2024

  The District Manager (DM) that oversees AMF American Lanes called and spoke with ****************. The DM apologized for their recent experience and invited **************** back to the center as our guest at a time of her choosing.  **************** appreciated the call and is happy with the resolution provided, so everything has been taken care of.
  
  Please feel free to contact Bowlero ************************* if you have any questions or need any additional information.
  
  Thank you,
  Guest Service Manager

  Customer response

  04/03/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  *************************
  
  
  
  

• Initial Complaint

  08/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  A birthday party was scheduled to be held at AMF ****** Lanes at ***********************************, ** ***** on July 30, 2023. A deposit of $161.32 was made on 06/23/23, with a final payment of $485.76 was made on 07/28/23 for a total balance $647.08. After confirming all the details and the menu with the director of sales, we were assured that everything is in order and all is required is our presence.However, when we arrived at the bowling alley at a scheduled time with our excited group of children, we were met with complete unpreparedness. The staff was unaware of our reservation and seemed to have no knowledge of the event we had planned. After we showed our reservation receipt, the manager began scrambling to make preparations. Instead of being able to focus on entertaining the children and enjoying the event, our time was spent assisting the staff in setting up the tables and trying to ensure that the party could proceed as planned. Furthermore, the delay in putting our food order with the kitchen resulted in a delay in serving guests their meals.Also, per our contract (attached), the following items were never presented to us at and after the event. (1 Cookie cake was provided instead of 2; $5 Gift Certificates for each child (15))After contacting the Director of Sales and sharing the events described above, we have requested to receive a refund of an Event Fee of $110.74 as we feel it is a fair amount of reimbursement for the lack of preparedness and event mishandling. After numerous emails, phone calls and promise to investigate and handle the situation, ********************* has been unresponsive.

  Business response

  08/22/2023

  Our Director of Sales (***) spoke with ************************ to apologize for the issues experienced during his event.  The *** let ************************ know we would be issuing a refund back to their form of payment for the items they unfortunately did not receive during their event.  The guest was happy for the call,so everything has been resolved.   
  
  Please feel free to contact Bowlero ****************** if you have any questions or need any additional information.
  
  Thank you,
  Sr.Guest Service Manager

• Initial Complaint

  07/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I visited the *************** Bowlero in the end of March. We had bowling for 4 and food. The server accidentally brought out more than we ordered in the amount of approximately $16. He then said he needed to take my credit card to refund the approximately $16. A couple days later I realize that instead of refunding the $16 he actually charged my card a second time. So now I am owed a refund of approximately $32. When I called Bowlero, I was told that the manager ******* needed to go through the receipts by hand to verify what I was saying and she would call me. Weeks went by and she never called nor would She returned my phone messages. I called back and was transferred to some sort of manager named ******. He apologized profusely and offered to refund my entire $265 bolero bowling/food experience. He then emailed me a couple days later and said he was sorry but the sales team would not permit him to refund the entire experience after he promised this to me. He then said that he would give me bowling vouchers. I wrote him back and said I want my $32 back and who do I need to speak with to get this. He still has not responded. This is completely unacceptable. And I want my money back. I can provide credit billing statement upon request.

  Customer response

  07/13/2023

  This is my card statement- as you can see I was charged $16.64 again instead of a refund on the date of 3/31/23.

  Business response

  07/18/2023

  The District Manager (DM) that oversees Bowlero *************** called and spoke with ****************. They reviewed the transaction details from her visit and they were able to determine she was charged correctly.  The DM has also invited **************** back to the center as our guest at a time of her choosing.  **************** appreciated the call and is happy with the resolution provided, so everything has been taken care of.
  
  Please feel free to contact Bowlero ************************* if you have any questions or need any additional information.
  
  Thank you,
  Sr.Guest Service Manager

• Initial Complaint

  03/15/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I am writing to express my extreme disappointment with the experience my familyI had at your Sterling location on March 12th. We reserved lanes for our family through your website and were charged a $25 "event fee" on top of the cost of the lanes. When I called to ask about the fee, I was told it was for administrative costs associated with producing our party, despite us only reserving lanes for the same day and not a party. when we arrived at the location, we found it to be run down and not as advertised on your website. We had to wait in a long line to get our bowling shoes, which cut into our bowling time. We were also disappointed to find that the lanes had only one table with four seats, and we had to bring over chairs to accommodate our entire party. We had reserved two lanes. No one greeted us or checked on us during our time there, and we had to wait in a lengthy line to order food. When we finally got to the register, we discovered that several menu items were unavailable, including the pitcher of beer that was listed on the menu. Instead, we were limited to just four bottled beers and no cocktails or specialty drinks as advertised. To make matters worse, our table was not checked for IDs despite having minors in our group, and it took an hour to receive our food. When the food finally arrived, it was burned and undercooked. Additionally, half of the pizza was dropped on the floor *********** and we were only given a partial pizza and some slices. When we ran out of drinks, we had to go back to the lengthy line to order more, and my sister ordered two pretzels but was charged for them before being told they were out of stock. She was then told she would have to wait for a refund because there was an extensive line of customers waiting to place orders for food, despite not having left the counter. Overall, this was an incredibly unsatisfactory experience, We lost between half an hour to an hour of bowling time due to the long lines and lack of assistance.

  Business response

  03/22/2023

  Our Booking Team spoke with ******************** and has issued a partial refund for their event, so this issue has been resolved.   Processing time can vary from bank to bank,but most guests will usually see the refund within 7 10 business days.
  
  Please feel free to contact Bowlero ****************** if you have any questions or need any additional information.
  
  Thank you,
  Sr.Guest Service Manager

  Customer response

  03/26/2023

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  *********************************
  
  
  
  

• Initial Complaint

  03/11/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hello I have reached out to this company about my experience which was terrible the food was suppose to be brung out constantly it was only brought out one time. Also i have just checked my receipt and none of the kids received the $* gift certificate. I was rushed to move when all of my guest had to wait over 2 hours for food they never received, also i was never made aware that the food was suppose to continue coming out until the the party was over i was told * minutes before the party was over my son an my guest left hungry an upset. An nothing was done to help me out but i was offered some free chicken tenders seriously that was not helpfully.

  Business response

  03/17/2022

  Our Director of Sales (DOS) spoke with Ms. ****** on March 16th.  The DOS apologized for their experience and for the extended wait times for their food.  The DOS offered the guest a credit for a future reservation.  Ms. ****** was very happy with this resolution, so the issue has been resolved.
  
  Please feel free to contact Bowlero Corporation Guest Service if you have any questions or need any additional information.
  
  Thank you,
  Sr. Guest Service Manager

  Customer response

  03/17/2022

  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [email protected].
  
  Regards,
  ******* ******  
  
  
  

• Initial Complaint

  01/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I attended an event at one of their locations in Arlington, VA where I received horrible customer service. I paid for 2 hours of a service which I did not receive the full two hours of service. When I tried to speak with the GM if they location, I waited over a hour to resolve this issue or to even ask for a refund but the GM was too busy dealing with a patron shooting another outside of the location. I gathered all of the information needed and instructed the operations manager that I would then be contacting the corporate office. Which I did. I emailed AT least 7x and called and left a voicemail 3x leaving my information instructing guest service to return my call as I was looking to resolve my issue with a partial refund. It has not been over a month since I’ve tried to make contact with this business and I have yet to receive any type of resolution. As a customer who has been thousands of dollars to host events with their company, I at least expected better customer service and will now be contacting my bank to see if they are able to process the refund since I am unable to get ahold of anyone in the corporate office. Horrible, horrible customer service and I nor my friends will ever spend another dime with this corporation.

  Business response

  02/04/2022

  Our Customer Service Manager spoke with Ms. **** on February 4, 2022.  They apologized for the experience and agreed to give a 15% refund off the cost of their reservation.  The refund was issued in our system on February 4, 2022, so the issue has been resolved.   
  
  Please feel free to contact Bowlero Corporation Guest Service if you have any questions or need any additional information.
  
  Thank you,
  Sr. Guest Service Manager

  Customer response

  02/04/2022

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID 16477944, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I do not feel 15% refund is an adequate refund amount. Therefore I will be declining. 
  
  Regards,
  
  Krystina Bell
  
  
  
  
  

*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. ↩