ComplaintsforBowlero Corp.

Bowling

HeadquartersMulti Location Business

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Initial Complaint
07/15/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Me and my wife were visiting a new location today, the Bowlero in ***********. Our past experiences at Bowlero in ******* and the *** in ************** have been excellent, the staff has always been helpful and friendly. I have enjoyed the times there so much I have convinced over 10 friends and co-workers to sign up for the summer pass. Although the experience I had today was horrendous, when first arriving onto the lane we noticed that the approach was covered in dried mud as well as other debris, and we asked two separate times to have the approach cleaned as it is unsafe and can lead to falls and damage to personal bowling shoes with felt sliding pads. After waiting for more than thirty minutes from the second attempt to get assistance we decided that we would no longer be bowling at this location, and I went to the front desk to ask for some form of compensation for their employees having no regard for the customers, the representatives there said that they could do nothing, so I asked to speak to a manager, it took another 30+ minutes to speak to a manager. The manager was much more professional than the other employees, but the complete lack of customer service and respect for my time from the rest of the staff was appalling.
Business response
07/25/2024
We have tried to reach out to the guest but have been unsuccessful in connecting. The guests was given free passes to make up for the visits that he was dissatisfied with at the time of the visit. The gust continues to use the summer pass at our other locations daily and has received incredible value for the discounted pass that he had purchased.hy here...
Initial Complaint
06/05/2024
Complaint Type:
Service or Repair Issues
Status:
Unanswered
The business failed to respond to the dispute.
I reserved and paid online for a bowling activity for out of town family. The reservation was made for 2/18/2024 from 1p-3:30p for a party of six. Reservation #**********. The services were to be for equipment (shoes, *****, lane etc.) and unlimited bowling games for the time period reserved. The dispute is, we encountered multiple issues with the bowling pins not clearing properly and the game(s) having to be restarted. The operational supervisor, *************************** was rude and could not be bothered. After the third time of having to start a new game, from an unfinished one, we asked for a discount or extra time on the lane and were denied both. As you can imagine, restarting a game in-play with competitive 11- and 14-year-old boys was not pleasant. It added to what was supposed to be a nice time together to a stressful one. Apparently, we just missed the Operations Manager ********************* as he had left at the same time we arrived. We spent well over $100 on food and drink while there. Ultimately, we wound up leaving 45 minutes early. I would like a full refund of the $174.76 spent for the reservation and a minimum of $100.00 additional for the food purchased and discarded. Lastly, the restroom was in-operable near lanes 1-18 and the interior of the bowling alley looked like either patchwork was done to the ceiling or renovations were being done, either way the Black Plastic garbage bag looking cover was an eye-sore.
Customer response
07/07/2024
Better Business Bureau:

At this time, I have not been contacted by Bowlero Corp. regarding complaint ID ********.

Sincerely,

***********************
Initial Complaint
06/03/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Bowlero team has been treating us like **** from the night we came to bowl and got setup with a bad lane, then mistreated by managers. Now the booking center is refusing to help us, ***** claims is next, but I wanted to see if you can help us for the $200 refund we are trying to get for 4 bowlers.We have our receipts, and credit card statements.Thank you,
Customer response
06/28/2024
Better Business Bureau:

At this time, my complaint, ID ******** regarding Bowlero Corp. has been resolved.
(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,

***********************
Initial Complaint
05/13/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Started bowling in a league in January of 2024. This was supposed to be a prize fund league, meaning at the end of our 15 week bowling period, teams would receive monetary payouts based on positioning. Our league ended on April 16th 2024 and we have still not received payout. Since the he league ended on 4/16 , Multiple people have been given different excuses such as, the check was lost, the check was delivered to the wrong place, the person signing the check did not come in, and they sent a check but it wasnt enough to cover the league.
Business response
05/17/2024
We do understand *** ****** concerns and are sorry for inconvenience caused due to the payment delay. Our Vice President of Leagues and the management team at AMF ********* Lanes has been in touch with ************** regarding the status of the check and are working to resolve the issue as soon as possible.
************** appreciated the communication and the updates, so the situation has been resolved.
Please feel free to contact Bowlero ************************* if you have any questions or need any additional information.
Thank you,
Sr. ************* Manager
Customer response
05/17/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

*****************
Initial Complaint
05/10/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Business needs to do better with misleading information for selling party packages. Tax is calculated before discounts (this is not a state requirement). Tax should be after discounts so ensure customers are paying for products and services for the total price sold. Also very confusinf sub-total includes discount and then service fees and taxes are calculated before the discounts. The quotes do not show rates for what is being charged. There are better ways to show information and out details signs of amounts should not be the same direction, positive or negative amounts would show deductions or additions. Should add percentages for what you are calculating.
Business response
05/17/2024
We do understand *** ******* concerns and are sorry for any misunderstanding regarding how discounts are calculated. Our Booking Team did attempt to explain the process on the phone and via email to ****************. However, she stated she did not agree with the calculations or how the information is displayed on our quotes. When a guest takes advantage of a discounted promotion, the tax is calculated after the discounted subtotal,whereas the is 21% event fee is of the pre-taxed subtotal as all events incur this fee. The event fee it is pre-taxed and not discounted is because discounts are only applied towards the reservation itself and not the fees. The event fee is what goes toward all of the set-up, clean up and overhead costs to ensure your reservation goes off smoothly.
We do appreciate *** ******* feedback on the situation and have shared her comments with our Corporate Operations Team. If **************** has any other questions regarding a reservation, we would encourage her to speak with our Booking Team.
Please feel free to contact Bowlero ************************* if you have any questions or need any additional information.
Thank you,
Sr. ************* Manager
Initial Complaint
04/09/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Invoice ***** ******** On3/22 I planned to take my family bowling and I havent been bowling in several years. We wanted to go on Sat 23. I went online the day prior to see if I should reserve a lane or just show up on the website the first thing you see is reserve lane so I clicked on it and proceeded through the steps. I reserved the lane for the 23rd and I submitted payment forthat date and time $182.61. my son and his wife had an emergency and couldnt make it so I thought no big deal. I showed up at the bowling place and explained that I could cancel my reservation or can they adjust it since we were missing two people. The guy behind the counter says theres nothing he can do that is not booked through him or the bowling place. Im assuming its a third-party so I would need to call them to get it straighten out. If I would have no it was through a third-party I wouldve never booked because thats always a fiasco. Then on top of that we decided to go ahead and bowl but we had to go ahead and pay again so that I could handle this other reservation separately. I called customer service and tried to get the reservation canceled since the date had already passed weve already bowled they couldnt help me at the establishment. I had to wait until the following Monday to make a phone call to one 800 number to try to resolve it, and *************************** was no help. I asked to speak to a manager or supervisor about the issue and she told me that there was no one available so I asked her when would someone be available and she said she didnt know there might be someone there tomorrow I attempted to call the one 800 number again but, ******* seems to be the only one that is taking phone calls and shes not getting me in touch with a manager or supervisor to try to help it anyway. my complaint is that its nonrefundable and I was not aware she did send me the confirmation that reads out all the fine prints but honestly its a trap on the website and its not really fair.
Business response
04/12/2024
The **************** Manager (***) for AMF Boulevard Lanes reached out to ****************** regarding her concerns. The *** coordinated with this location so the guest could use a Groupon instead of her reservation, so we believe the situation has been resolved.
Please feel free to reach out to Bowlero ****************** if you need further assistance or have any additional questions.
Thank you,
Bowlero ******************
Initial Complaint
03/26/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Hello,I am a member of a bowling league that lasts for approximately 3 hours. The managers have informed us that we are not allowed to bring bottles of water to stay hydrated during our three hour athletic endeavor in their bowling centers (**********, ** and ********, **). They offer ** unfiltered tap water. Many of the league members are professional bowlers and take their health very seriously and like myself are very conscious about what we put in our body. This is a serious health hazard to force people into dehydration.
Business response
03/28/2024
We appreciate ************** reaching out regarding and sharing his concerns. In order to ensure our services are provided safely and with careful attention to the needs of all guests, all food and beverages consumed at the centers must be purchased at the center. We are sorry for any inconvenience.

However, guests with special dietary restrictions may bring in outside food and / or beverages but only after prior, documented approval by an authorized company representative at the center.

For further assistance or if ************** has any other questions regarding this policy, we would encourage him to speak with the General Manager or League Coordinator during his next visit.
Customer response
03/29/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

Respectfully, bringing water to athletic activities is required to maintain good health and well-being Based on the response from Bowlero, their true intentions of forced commerce are apparent Bringing clean, filtered water has nothing at all to do with Bowlero oroviding services to their customers

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

***********************
Initial Complaint
03/20/2024
Complaint Type:
Product Issues
Status:
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.
I ordered a gift card, there was a typo in the email, I immediately reached out to the company and asked for the transaction to either be cancelled or for the gift card to be cancelled and sent to the correct email address. The company has only sent a automated response and has not provided any clarification on the status for nearly a month.
Business response
04/11/2024
We have been in touch with ********************** regarding her gift card order. We apologized for the inconvenience and will be sending her a replacement gift card from our Corporate Office. ********************** appreciated the update and the resolution.
Please reach out to Bowlero ****************** if you have any questions or need any additional information.
Initial Complaint
01/04/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I tried to book the New Year's Eve ***** at Bowlero *********, ******* for Nine people, on their website on the morning of December 31st, 2023. It failed so I called the ********* Alley and had *** that told me that he couldn't do anything except that I need to book through the Bowlero website. I tried again and it worked but I was charged for the amount of $ *******, without any details or explanations. So when I went the same day to the party I asked the bowlero manager and I found out that I was charged for 18 people instead of 9. In fact, I was charged double! The manager told me that she will take care of the reimbursement, but as today I get nothing back on my card.Plus the event was a huge fail : we get the food at 11:45 pm despite the bowling alley was almost empty! No ball drop, no entertainment for this event. It was really sad to end the year in this way!Charged double the price and without any amusement.
Business response
01/05/2024
After reviewing our system, we were able to find the manager at Bowlero ********* did submit the refund request to our Booking Team and a refund for $570.84 was issued on January 4, 2024. Processing time can vary from bank to bank, but most guests will usually see the credit back to their account within 5 7 business days.
Please feel free to contact Bowlero ************************* if you have any questions or need any additional information.

Thank you,
Sr. ************* Manager
Customer response
01/10/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I never have any answer from Bowlero Bowling, just an amount of $570.84 back on my credit card without any details.

It is unacceptable because 1/ they should reimburse at least half the price I paid
2/ I did not receive the services that were offered with this event
3/ the service during this night was awfull, for example on the sreens there were 2 differents countdown! We get the meals 2 hours after being in the place!...

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

*** ******

Business response
02/15/2024
The Area Manager (AM) spoke with **************** regarding his event. The AM confirmed the refund had been issued and also appreciated his feedback regarding how this years event compared to a past event the guest attended. We believe everything has been resolved to the best of our abilities.

Please feel free to contact Bowlero ****************** if you have any questions or need any additional information.

Thank you,
Guest Service Manager
Initial Complaint
01/02/2024
Complaint Type:
Product Issues
Status:
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.
To Whom it May ********** other half and I paid online for the New Years package (***** west), after speaking to the reservation rep over the phone on 12/26/23.My other half and I, wanted to take our two under-aged kids with us, to celebrate New Years Eve outdoors, (have a family friendly (safe) event). We spoke to the reservation rep and asked her if Bowlero would only be letting people in at 9pm est, if they paid for the New Years event and she said yes. I explained to the agent, that we only wanted to go if it was exclusive to the paid parties only. We didn't feel comfortable bringing our kids to a late-night event, where anyone can come just walk in and play a game, or just hang out playing pool, sitting at the bar..etc Again, she reiterated that it would only be opened to the parties who paid for the New Years event, from 9pm-1am. (not opened to the general public). After she confirmed this, we went ahead and booked online for a party of four; we even paid the extra $50.00 booking fee.We decided to check both Bowlero locations in ***** ******* on Saturday 12/31/23, since we just moved here. When we arrived at both locations, we were told that both locations will be opened to the general public all night. The east location only had one party that booked the New Years event and the manager said you can drop by anytime throughout the night. We told him we will cancel our reservation, since the online booking agent provided us with false information. He tried to call and cancel for us; however, he couldnt get a hold of anyone on Saturday at 20:00est. He advised for me to call in the morning.I called and spoke to ***************************, who advised that it is non-refundable and she can only provide us a credit to use, within 30 days. I explained this is unacceptable, since we were provided false information over the phone. I told her can she move us to a slot from 5:30-6:30 pm and refund the rest? She still kept say no. I explained the above information and kept saying, the only reason why we booked, was because of the previous booking agent, ensuring that it would be safe and exclusive to the parties who are only paying for the New Years event. She still refused and that is not acceptable.We are both truck drivers and will be over the road for 4 months. On top of that, my kids do not live with us full-time (they live in southern *******), so a credit doesnt work for us.We are requesting a full refund on the grounds of verbal false advertisement, provided by the booking agent. The amount of the refund would be $311.97
Business response
01/04/2024
We do understand ************************ concerns and we are sorry for any confusion regarding our New Years Eve reservations. As requested, we have issued a refund for the reservation. Processing time can vary from bank to bank, but most guests will usually see the credit back to their account within 5 7 business days.
Please feel free to contact Bowlero ************************* if you have any questions or need any additional information.

Thank you,
Sr. ************* Manager

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