ComplaintsforEscape This, LLC

• Initial Complaint

  07/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Yesterday, July 6th at 8:45am, I received a hostile and angry phone call from the owner of "Escape This" escape room in downtown ******* 10 minutes after I wrote a two star review to their establishment. The owner asked me angrily why I wrote a low star review. I told them it was my honest opinion and that the phone call was not ethical. I never gave them permission to call me. I feel threatened and violated that they dug up my phone number from my waiver (she matched my ****** review name to the waiver) and called me after I wrote a review. Her name is *********************** and she was extremely upset at my low star review, I told her I felt very uncomfortable with the phone call and after listening to her yell at me, I hung up and blocked her number. I feel threatened that I was reached out to on the phone when I never gave her permission to do so. I deleted my review afterwards, which I feel I was pressured to do or else I was scared she'd come to my home based on my other information in the waiver. If you need more information, please let me know.

  Business response

  08/30/2022

  The customer sent me an email in which she complimented one of our games, calling it "super fun". She also commented about her game master, that "he was nice and even told us how great our teamwork was". The customer also shared some critiques about the second game she played, saying the game was "lackluster compared to the hype we heard from staff".  I responded to the customer's email, saying I was glad that she enjoyed the first game and sorry that she didn't like the second game. I explained that our staff wasn't hyping the game and that it really is a customer-favorite and that people love the puzzles and the flow. Then, right after I sent that email, the customer left us a two-star review in which the customer was extremely critical about our business as a whole. Her review pretty much trashed our business and projected way more negativity than she included in her email to me. So yes, I called (using the number the customer provided when she made the booking) to understand why she would leave a review that was more intensely negative than the email she sent and why she chose to only include the negative comments and none of her positive comments and why she wouldn't have just emailed me. I told her that I was sorry that the call became uncomfortable and I apologized for that on the phone and in an email follow-up.  

  
  

  I will not be in contact with the customer again, per her desired resolution.

  Customer response

  08/31/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I want the business owner to know that taking a client's phone number from their waiver to call and ask them why they left a low-star review is NOT acceptable. I do not care to hear her explain why she wanted to talk to me, it is uncomfortable and wrong to call someone without their permission, the waiver did not say my phone number would be used for anything other than an emergency at the time of purchase. That is all. I would like to be over with now. I do not need a resolution further but other than the business seeing this message. 
  
  Regards,
  
  *************************

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