I gave the manager a few days to reach out and resolve the situation, as I was told I would receive a call back as soon as possible. However, since I have not received any communication, here is my review.Customer Service Review – October 20,...
Read MoreI gave the manager a few days to reach out and resolve the situation, as I was told I would receive a call back as soon as possible. However, since I have not received any communication, here is my review.Customer Service Review – October 20, 2024On Sunday, October 20th, 2024, my family and I visited this location to enjoy bowling and the arcade games. While the bowling and arcade experience itself was excellent, we encountered significant issues with the customer service after ordering food.Initially, everyone we interacted with was helpful. However, problems began when we ordered food through the QR code at the bowling lane, including shrimp tacos. I want to emphasize that neither the paper menu at the bar nor the online menu listed cheese as part of the original taco ingredients. While adding cheese was offered for an extra dollar, I specifically avoided this option due to my dairy allergy. Unfortunately, the tacos arrived with cheese.Since my mother and I were sharing the tacos, she tried one before I could complain, which I acknowledge may not have been ideal. However, when we raised the issue with the bartender, his response was dismissive. He neither listened to our concerns nor made any effort to assist. Instead, he explained that new management was in place, suggesting that a discrepancy between their internal and public menus caused the error. While I understand such operational challenges can be frustrating for employees, there are appropriate ways to address customer issues, especially in situations involving allergies.The bartender repeatedly insisted he could not help unless we placed a new order. As I tried to explain that the mistake was not ours, my mother decided to place another order to avoid further conflict. The bartender instructed us to confirm at the bar that the tacos would not contain cheese.After placing the order, I went to the bar to explain the situation to the female bartender and asked her to ensure the tacos were prepared without cheese. At this point, the original bartender approached my mother, claiming I had again requested cheese, and she redirected him to speak with me. When he confronted me at the bar, he did so in a loud, accusatory tone, seemingly intent on proving me wrong.I asked him to show me the receipt. The kitchen ticket only listed “shrimp tacos, add avocado, add mayo.” I asked him to point out where cheese was mentioned. He then referred to the paper menu, but it confirmed the ingredients did not include cheese. Despite being clearly proven wrong, he refused to apologize and continued making excuses, even advising me to “watch what I order” because of my allergy. I explained again that I had followed the menu’s information carefully.The interaction was embarrassing for the bartender, as his incorrect assumption was exposed in front of other customers at the bar. Unfortunately, his poor handling of the situation left my family and me disappointed, ultimately leading us to decide not to return.That evening, I attempted to contact the managers to address the situation, but the person who answered the phone told me both were unavailable.
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