ComplaintsforDave & Buster's

• Initial Complaint

  11/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Stolen items: MacBook Air 13 - $1,099 + tax (CA) and iPad Air 11 256GB - $699 + tax (**). Total replacement value for both items: $1990.30.**** and Busters, ******************************************* H180, *******, **. October 10, 2024, between ********* son was attending an event at this venue. He placed his school backpack containing MacBook Air and an iPad Air, on the floor near Halo machine while playing. A short while later he noticed the backpack was missing. Employee monitoring the area informed him that he had picked it up and turned it over to the bar. The bartender said that she turned the backpack to the Front Desk. The front desk employee said that he took the backpack to the back office. When my son retrieved his backpack, he immediately noticed that it felt much lighter and that both his MacBook Air and his iPad Air were missing. He told the ********** employee that his devices were missing, to which this employee said that he did not see them. Police report was filed. The detective reviewed the video footage and confirmed that it does not show anyone touching the backpack from the time my son put it on the floor until their employee picked it up. We have asked D&B for reimbursement but they refused to even discuss it.This creates a situation of negligence on the part of D&B. Under premises liability law, businesses have a duty of care to protect patrons from foreseeable harm, including theft, especially when property is handled directly by employees. D&B employees failed to take reasonable steps to secure its patron's belongings, leading directly to the loss of valuable personal property.The handling of the backpack by D&B employees, including transferring it from the gaming area to the bar, then the front desk and back office, and finally returning it with missing items, establishes a clear chain of custody under which **** and Busters is liable. As a result, we are seeking full reimbursement for the value of the stolen items.

  Business response

  11/12/2024

  Dear Reader,

  Please find below the response we provided to Ms. ********* when she contacted our **************** with demand for compensation. Please know that we have thoroughly reviewed our video footage which supports the below. Our position remains unchanged.
  
       At the outset, please know that we sympathize with your client.  It is very aggravating and frustrating to lose a laptop, and all the inconvenience that causes.  However, for all the sympathy D&B may have for your client in this regard, you have some materially erroneous misstatements in your summary below, as must have been conveyed to you by your client. Mainly, it is flatly and unequivocally untrue that your clients backpack,allegedly containing his laptop, was taken by (D&B) employees.  The fact is, and the truth is, Ms. ********** that your client left his backpack sitting next to a game UNATTENDED for an EXTENDED period of time. Your clients backpack was found sitting next to a game, with your client nowhere in sight, by a D&B employee, who brought the backpack to a manager.  At the time the backpack was brought to the manager, as corroborated by both video evidence and the managers statement, there was no laptop in the backpack at that time. The manager then brought the backpack to the front desk, and then apparently your client retrieved the backpack, sans laptop, from the front desk employee.
  
       You should know that it is the companys policy that lost or stolen personal guest property is not the responsibility of D&B.  It appears here that not only did D&B employees not mishandle the backpack or do anything wrong, but they did everything correctly. You sent photos of outside vehicles with pictures of license plates where you allege you client believes his device(s) wound up.  Please know that IF the devices wound up in one of those vehicles, we dont know if they were customerscars, but those vehicles are not connected to any D&B employees, as far as we can tell.
  
      Frankly, employees of the store are understandably upset and indignant at being accused of a theft that they did not commit, particularly since it appears that the sole reason for this incident is your clients own negligence.  It is not difficult to conclude that your client left his laptop unattended for a period of time, and, IF there was a laptop or devices in there, they were taken by a guest, and perhaps brought outside to those cars you referenced.  If this is what occurred, then your client should only be blaming himself, and not D&B employees, for his own negligence.
  
      Accordingly, please be advised that D&B shall not be reimbursing your client for any of these demanded amounts, and should your client decide to purse this unfounded legal action, we shall have no choice but to vigorously defend any such action, and seek attorneys fees and costs.
  
  We respectfully request that this matter be closed as resolved.

  Warm regards,
  
  Dot *****
  Supervisor, Guest Relations

  Customer response

  11/12/2024

  I am rejecting this response because:   

  While I appreciate D&B's sympathy, I must emphasize that the facts of the situation are not as D&B has portrayed them. The backpack was set down by the video game machine. D&B employees took possession of it and moved it through multiple locations within the establishment. The backpack remained in the possession of **** and Busters employees continuously, from the moment it was picked up, and until it was returned without the laptop and iPad . When I brought up this issue originally with D&B management they claimed that another guest allegedly took the items while the backpack was left unattended. However, according to the *************************, the Detective investigating this matter confirmed that he has reviewed the video footage provided by **** and ********, and the video does not show anybody touching the backpack from the time it was placed it on the floor near the machine and until it was picked up by the D&B employee. 

  I have tried to resolve this matter with D&B directly and asked D&B attorney alleging such claim to provide video evidence referenced in his response indicating that another guest allegedly took the items from the backpack prior to the D&B employee picking it up and the employee statements to support this, but D&B has not provided anything.
  

  California Civil Code 1814, provides that businesses are held accountable under the principles of bailment, when they assume possession of a guests belongings and fail to secure them properly. When D&B employee took possession of the backpack, a bailment relationship was created. We have the proof that the items were present when the backpack was placed on the floor and were missing when it was returned. The video footage that **** and ******** provided to the detective investigating the incident shows that nobody touched the backpack from the moment it was placed it on the floor and until the D&B employee picked it up. Under California law, a bailee who fails to deliver the property back to the ****** is liable for any loss or damage to the property if it occurred through the bailees negligence or failure to exercise ordinary care. In this case, **** and ******** failed to exercise reasonable care and valuable personal property was stolen while the backpack was in possession of D&B employees. Therefore, **** and ******** is liable for negligence and we are seeking reimbursement.

  Business response

  11/12/2024

  Hi ****, 
  
  I hope this message finds you well. I am writing in response to complaint #******** filed by Ms. ********* regarding the alleged loss of property by her son during a visit to our **** & ******** location. 
  
  As noted in our initial response to Ms. ********** she first reached out to our **************** regarding the claim. After a thorough review of our video footage, our Legal team determined that there was no evidence to support her claim of lost property, and therefore, the claim was denied. 
  
  In our original communication with Ms. ********** we referenced this legal review and the decision to deny her claim based on the video evidence. Following her rebuttal, Legal has advised that no further response be issued, as we have addressed the matter thoroughly.
  
  We hope that this clarifies our position. Please let us know if you require any additional information.
  
  Thanks, 
  Dot *****
  Supervisor, Guest Relations
  Email: ************************************

• Initial Complaint

  10/31/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hi, My *********** stopped by Dave & Busters in *******, ** on 10/26/24. The bartender gave us our check after waiting there forever because she didn't want to work (that is the least of my complaint) The pending transaction finalized and the bartender had added an extra 0 to the end of my tip. The bartender OVERCHARGED me & STOLE from me. I filed a complaint with guest relations because I could never get anyone on the phone through the Concord place directly. I was told it was sent over to the ** on Monday 10/28/2024 - I have yet to hear anything from the ** on how I am supposed to get my money back. I followed back up with Guest Relations today - she said I should have heard back by now. She told the employee that originally spoke to me to respond. He responded and said that a refund would take up to 10 business days. I don't understand how something that was STOLEN from me is not being made as a big issue - I am also upset at the fact that my money can be stolen, there can be a thief yet getting my money back to me is not top priority?

  Business response

  11/06/2024

  Dear Reader,

  Thank you for bringing this matter to our attention. We have thoroughly investigated the concern raised by Ms. ****** regarding the tip that was automatically added to her check. After reviewing the situation, we determined that the bartender in question inadvertently mixed up guest checks, which led to the incorrect entry of the tip amount.
  
  We deeply regret this mistake and sincerely apologize for any frustration or inconvenience it caused Ms. ******* Please rest assured that we have already processed a full refund for the incorrect tip and have also provided additional courtesy game play on her power card as a gesture of goodwill for her next visit.
  
  We value all of our guests and are committed to providing the best possible experience. We have taken appropriate steps to ensure that such an error does not occur again in the future.
  
  Thank you for your understanding, and please do not hesitate to contact us should you need any further information.
  
  Warm regards,
  
  Dot *****
  Supervisor, Guest Relations

  Customer response

  11/06/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  10/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid 25$ for a power card and nine of the games worked o definitely need to get a refund immediately ??!!!! Rude staff got a airhead after spending 40$ Canadian not fun at all

  Business response

  11/06/2024

  Dear Reader,

  Thank you for reaching out to us regarding the complaint filed by Mr. ***** concerning his recent purchase of a Power Card at our **** & Busters location. We take all guest concerns seriously and strive to ensure the best possible experience for our customers.
  
  We understand that Mr. ***** has requested a refund, citing that the games he attempted to play during his visit did not work properly. However, Mr. ***** has indicated that he paid in cash and is unable to provide a receipt for his purchase. While we regret any inconvenience he may have experienced, we must inform you that our store policy dictates that refunds for in-store purchases can only be processed at the location of the original transaction, and the guest must present the proof of purchase (such as a receipt or transaction record) in order to proceed with a refund.
  
  Please note that we have made multiple attempts to reach Mr. ***** both by phone and email, but we have not received any response from him thus far. We would like to respectfully request that Mr. ***** visit the location where the purchase was made, where our local management team will be happy to discuss the matter and attempt to resolve the issue directly with him.
  
  We value our guests and appreciate their feedback, and we remain committed to ensuring that Mr. ****** concerns are addressed in a fair and professional manner.
  Thank you for your understanding and assistance. Should you need any additional information, please do not hesitate to contact us.
  
  Warm regards,
  
  Dot *****
  Supervisor, Guest Relations

• Initial Complaint

  10/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Visited your location today at ************************************************************** at approximately 5pm, along with some friends and coworkers from the nearby railroad training center. I was not happy with the service nor quality of the food. The bartender/server seemed to have an attitude over the fact that my group did not place drink orders but rather had non-alcoholic beverages and a couple food items. The main dish I wanted which was fish and chips was apparently not available after I had ordered it. I settled on sliders and chicken strips. Everything was cold. I don't know why that was, your location was not busy at all! The sliders were undercooked and semi-frozen. I waited way too long for a water refill. After spending nearly $50 on my games at your arcade, I felt like I was completely crapped on in your restaurant. I would like a refund for my order. I have zero interest in returning, even if my coworkers ever decide to. Thank you.Yours Truly, **** ******* CHK ************ *** G17 Oct' 24 5:04 PM$30.21 **** debit card ending in *****PS... Please don't tell me you cannot issue refunds remotely, as the restaurant business is where I come from with my Father owning almost every 7/11 and Friendly's location on ***********, **.

  Business response

  10/29/2024

  Dear Reader,
  
  We appreciate the opportunity to respond to the complaint filed by a guest at our ********* **** & ******** location.
  
  First and foremost, we want to express our gratitude for Mr. ******* bringing his concerns to our attention. Guest feedback is invaluable to us as we strive to improve our services and ensure a positive experience for all our guests.
  
  Please rest assured that we have been actively addressing the issues raised. Our leadership team at the ********* location has been working closely with Mr. ******* and our Regional Operations Director to understand and resolve the concerns he experienced during his visit.
  
  We take these matters seriously and are committed to enhancing our guests experiences. Thank you for your understanding as we work towards a satisfactory resolution.
  
  Sincerely,  
  Dot *****
  Supervisor, Guest Relations
  **** & ********

• Initial Complaint

  10/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  @great mall milpitas ca location approximately 1115pm on 10/2/24 I was denied ticket redemption by this person who refused to give me his name just his title as store manager. I asked for his supervisor he states it's corporate. My spouse located a prize and was short tickets so I transfered the remaining amount to complete checkout. The transaction was scanned *** said needs manager approval. He questions my transfer to the card as "fishy" where did this transfer come from I said my card. He takes down my info and says my balance was also "fishy" and shows me a print out. I said I entertain your first question and give you my card info via my d&b app now you are interrogating me with a printout of all my pay and play dates and individual game play and winnings. Why? ****** ****** is his name (finding that out from another employee) your credits are not good in my store you can redeem at another location. I asked for his name he refused stating give me you name I ***lied you have my d&b card info its linked to my account with my name. What is your name? He refused after a few minutes of frustration he states i am walking away without validating his name and title. As a long time patron and 1x employee I am very upset with the manner I was spoken to and would like to speak with "his supervisor" aka corporate about this experience. This is a code of business ethics and conduct violation.

  Business response

  10/08/2024

  Dear Reader,
  
  Thank you for bringing Mr. ********* complaint to our attention. We sincerely apologize for his experience during his visit to our **** & ******** ******** location. We take customer feedback seriously and strive to provide a positive experience for all our guests.
  
  Please be assured that we have forwarded Mr. ********* concerns to our ************************** for further investigation and handling. Due to employee confidentiality, we are unable to share the outcome of that investigation.
  
  We appreciate your understanding and thank you for your continued support in resolving this matter.
  
  Best regards,
  

  Dot *****
  Supervisor, Guest Relations
  **** & ********

  Customer response

  10/08/2024

  I am rejecting this response because: i have valid credits and tickets i was unable to use at this establishment because of your employee. I want to know if I return to this establishment to utilize my tickets can I be acused of fraud by a "manager" and denied service without he not showing proper work identification. He had no name tag or visible ID just a verbal response "I am the manager". The motto is Eat Play Win. I was able to Eat dinner Play games that evening but denied Win a prize by your employee. 

  Business response

  10/11/2024

  Dear Reader,

  We have reviewed Mr. ********* rebuttal regarding his experience. We sincerely apologize for the distress Mr. ******* encountered while attempting to redeem tickets.
  

  We want to assure you that we take Mr. ********* concerns seriously and as previously mentioned, have forwarded them to our ************************** for further review. While we cannot disclose the details or outcomes of our internal investigations due to employee confidentiality, please rest assured that Mr. ********* feedback is being addressed.

  Please know that we conduct Rewards Account audits at each redemption to maintain the integrity of our program. While we strive to honor all redemption requests, we cannot guarantee approval if any questionable transactions are identified on the power card. As such, we are unable to provide the guarantee that Mr. ******* is seeking.
  
  We appreciate your understanding and patience as we work through this matter. If you have any further questions or concerns, please dont hesitate to reach out.
  
  Warm regards,
  
  Dot *****
  Supervisor, Guest Relations
  **** & Buster's

• Initial Complaint

  09/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We went to **** and busters for an early birthday for an early birthday present and I spent 100 dollars on dinner and I bought the 100 dollar chip amount to play games. We play a bit and then have dinner. We had a waitress that was training someone and in the area we were sat there was like nobody around and the waitress was very unattentive when our food came out she was gone and barely gave us time to talk and my son recieved the creamy chicken alfrado and I'm almost certain they gave him the jalapeo alfrado sauce which is one of the specials so he didn't want it and it was a darker sauce then normal and rigatoni noodles not alfrado. My girlfriend ordered chicken parmesan which usually you get two bigger pieces of chicken not 1 tiny piece 2 pictures are added as to what is advertised vs what she got. After all that it took like 20 min to find our waitress who was training the new employee, to the point that I needed to go find someone for refills and to explain about our dinner nothing was taken off the bill and nothing was offered. So that was dinner now on to the arcade, now we come to **** and busters alot so I saw squishmellows and asked the prize area employee if I needed to get the giant squishmellow now or if I could play first he said well we have more in the back so we played comeback later and someone else was working the counter maybe shift Change and I explained what the other employee said and he said sorry no what's out is out and we are not on restock rotation. I was like excuse me your other employee said someone could grab it from the back he said sorry that's not our policy so I was super upset about that because my daughter really wanted the giant squishmellow. Attached are pictures of reciepts of the bill and the items I described chicken we got vs chicken on the picture also we asked for no whole tomatoes which is why they were tossed to the side.

  Business response

  09/10/2024

  Dear Reader,
  
  Thank you for bringing the concern regarding the quality of food at our ********** location to our attention. We sincerely apologize for the disappointment ********************** and his family experienced during their recent visit.
  
  After reviewing the pictures provided, we have determined that the food served did not meet the high standards we set for our recipes. We deeply regret that this lapse occurred and understand how it affected their dining experience.
  
  We have communicated these concerns to our management team at the ********** location, and they are actively addressing the discrepancies. Please be assured that we are taking immediate steps to ensure that such issues are resolved and do not recur.
  
  To improve future experiences, we encourage guests to bring any concerns directly to our management team during their visit. This allows us to address issues in real-time, remake dishes if necessary, and identify any team members who may require additional training. Addressing concerns post-visit can complicate our ability to resolve the issues promptly and effectively.
  
  As a gesture of goodwill and to offer ********************** a chance to experience the high standards we strive for, we have provided him with a $50 eGift Card. We hope this will encourage him to visit us again and allow us the opportunity to deliver the exceptional experience we are known for.
  
  Thank you for your understanding and for helping us improve our services. Should you or ********************** have any further questions or need additional assistance, please do not hesitate to contact us.
  
  Best regards,
  
  **************
  Supervisor, Guest Relations

  Customer response

  09/10/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  08/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi. This business is deceiving customers I booked a party check number ******. What I saw in contract I was supposed to pay ****** this is total for 15 kids including cards/food/adults food. 786 plus 54 taxes =******* that I paid for deposit=448 total I needed to pay without tip I gave them a huge tip I shouldnt but they originally wanted ******. I ended paying ****** with all added fees tip he added n extra cards and ***** charge. It was *************************************************** a discount because not all kids came what he did he added some extra ************ then pretended to deduct ****** well he didnt deduct the 156 from the *********************************************************** paying 292 I paid 477. Business stole 90 dollars from me manager added some items without my consent and only gave me 12 gaming cards and not 15 like agreed. N even charged me 2 extras plus fees I need to be refunded for the 3 cards plus added fees manager promised to deduct ****** thats not right I want my ****** back to my bank act please

  Business response

  08/13/2024

  
  Dear Reader,
  
  I am writing in response to the complaint filed by **************** concerning a billing discrepancy for her special event at **** & ******'s.
  
  After a thorough review of ******************** case, including the original contract and final bill, we would like to provide clarification regarding the billing issue:
  
  1 - Original Contract Details: The original contract, totaling $964.37, included Caesar salads, a chicken platter, a birthday package, power cards, room rental, tax, and tip.
  2 - Final Bill: ****************** final bill included additional purchases beyond the original contractspecifically, two additional power cards and the recharge of a third. The total of these additional purchases was covered by the $156 adjustment, which was correctly applied to her final bill.
  3 - Adjustment Application: The $156 adjustment was applied to cover both the additional purchases and to address any discrepancies related to the power cards from the original contract. As a result, the final amount due after adjustments was $870.32, which matches the corrected billing total.
  4 - Supporting Documents: Attached to this email are copies of the original contract and ******************** final bill for your reference.
  
  Given that the adjustment of $156 was applied as agreed and all items from the original contract were either provided or credited, we respectfully decline to offer any additional discounts or compensation.
  
  Thank you for your attention to this matter. Please let us know if further information is required.
  
  Best regards,
  
  **************
  Supervisor, Guest Relations

  Customer response

  08/13/2024

  Business is partly correct. Their ethics are very bad as a business theres no need to deceive customers. If you look at receipt there was no need to add additional power cards that were never given to me and extra fees. I originally paid for 15 power cards I was given 12 only then if u see the receipt it shows the 15 plus 2 more and some fees then he proceeded to deduct the ****** well if he would have deducted from only the 15 I would have paid less. Manager pretended to deduct from all those extra charges to make it seem like he gave me a discount but in reality it wasnt Im asking be truthful and service wasnt perfect for what I paid. ************ doesnt help instead of saying hey let me at least give u the 3 cards we stole from you. This business is deceiving customers Im pretty sure they get away with charging extra **************** dont even notice 

  Customer response

  08/16/2024

  I am rejecting this response because:   Business is partly correct. Their ethics are very bad as a business theres no need to deceive customers. If you look at receipt there was no need to add additional power cards that were never given to me and extra fees. I originally paid for 15 power cards I was given 12 only then if u see the receipt it shows the 15 plus 2 more and some fees then he proceeded to deduct the ****** well if he would have deducted from only the 15 I would have paid less. Manager pretended to deduct from all those extra charges to make it seem like he gave me a discount but in reality it wasnt Im asking be truthful and service wasnt perfect for what I paid. ************ doesnt help instead of saying hey let me at least give u the 3 cards we stole from you. This business is deceiving customers Im pretty sure they get away with charging extra **************** dont even notice 

  Business response

  08/16/2024

  Dear Reader, 
  
  I am writing in response to ****************** recent rejection of our response to her complaint.
  
  We would like to reiterate that, at the time the contract was provided and signed, we ensured full disclosure regarding the terms, which were based on a specified number of attendees. Consequently, we were not obligated to offer any credit to **************** when the actual number of attendees was fewer than booked.
  
  Nevertheless, in a good-faith effort to resolve ****************** concerns amicably, our management provided her with a discount. Additionally, **************** was given a receipt during the engagement that detailed a $156 credit applied to her bill, as promised.
  
  Given these considerations, we respectfully decline ****************** request for further compensation. We believe that we have addressed her concerns adequately and request that this matter be closed.
  
  Thank you for your attention to this matter.
  
  Best regards,
  

  **************
  Supervisor, Guest Relations

• Initial Complaint

  07/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  July 27 around 9:30pm My family and I dined in here and it was time to pay for the check the waitress came out with a handheld device. The entire time she is holding the device and does not allow me to hold it even when I tried to get closer to verify all items on the check she held the device firmly in her hand. She shows me a total of $23.74. I don't recall the exact amount, but it for sure wasn't the $32.31 that my card was charged for. She asks was everything okay i said yes, she turns the device towards her and does something on the screen and turns it back to me and says, tap your card here. After I tap my card she asks am I okay with getting the receipt email or text. I key in my phone number. I leave a $5.00 cash tip on the table because I am under the impression no tip was left during the checkout process because that screen wasn't shown to me. I leave the restaurant and about 10 minutes down the road home I pull up the receipt and notice an $8.57 tip. I call back to the restaurant and the manager I spoke with asks me to call back at 5pm the next day to get the $8.57 refunded. I called back the next day and asked for a manager and an employee put me on hold and returned only to relay a message from the manager that I needed to wait 3-5 days and call back because the banks are closed today(Sunday) and then proceeds to ask me if I understand. The banks not being open has nothing to do with refunding a customer. I explain to this employee that I also own and run a business and it was not their job to relay that message, that a manager should have gotten on the line and communicated with me. Customers should not be met with a middle person because a manager is too lazy to do their job.

  Business response

  08/08/2024

  Dear Reader,
  
  I hope this message finds you well.
  
  I am writing to address a recent guest concern regarding one of our **** & ******'s locations. A guest, **************, expressed dissatisfaction with a situation where a tip was mistakenly charged to her card despite her having left a cash tip. Additionally, she was upset by the response she received when requesting to speak with a manager, as she was informed that no manager was immediately available and that an employee was relaying messages between her and the manager.
  
  I would like to inform you that we have taken this matter seriously. Our location leadership reached out to ************** directly, and through a constructive dialogue, her concerns have been resolved to her satisfaction.
  
  We request that this matter be considered closed, as we have addressed her issues and ensured that her experience was amicably resolved.
  
  Thank you for your attention to this matter.
  
  Best regards,
  
  **************
  Supervisor, Guest Relations

  Customer response

  08/08/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  07/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 2024-07-17 we visited D&B. The server closed out our check and gave herself a tip. We never consented to this. We would tip a server of course. We are waiting on D&B to respond. Very strange conduct.

  Business response

  07/30/2024

  Dear Reader,

  I am writing to address a recent complaint regarding a transaction issue experienced by ******************** at our **** & Busters location. The complaint was related to an unauthorized tip charge made by a server.
  
  After a thorough investigation, we have determined that the issue stemmed from a system limitation that led to an incorrect charge on the guest's gift card. We understand how frustrating this situation must have been, and we sincerely apologize for any inconvenience it caused.
  
  As part of our commitment to customer satisfaction, we have resolved the matter by issuing ******************** a replacement eGift Card valued at $40. We hope this resolution demonstrates our dedication to addressing and rectifying issues that arise.
  
  Warm regards,
  
  **************
  Supervisor, Guest Relations
  **** & ******'s

  Customer response

  07/30/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Went to stop by 2 **** and Busters and the amount issues that i came across was staggering.1st location in ********:Was trying to get seated for some food and was assigned a table. Then came the huge issues where trying to get waiter to order some food was a challenge. What was bizarre is that you had 10+ workers and a very small amount of customers sitting down to eat and couldnt even bother to provide adequate service. It shouldnt take 2 hours to get service on. To add on top of all that, the play card that i was issued ended up not working.2nd location in **:I took my chance at a new **** and busters location and never have i regretted so much on going there given the constant issues that came about. I was attempting to play the coin machine when the coin slot to insert coins stopped working. Had to call the tech 3 times to get that resolved. Since i knew then the coin slot didnt work, i started swiping my card and that worked a few seconds before that stopped working too. Had to call over the tech couple of times to get that fixed and he ultimately asked me to play on another machine. I informed him that i wanted to play on that machine cause that was the only machine that had a card i was looking for. Had he taken my advice on moving the card to another machine, it wouldnt have been an on going issue. Because of all that issue i ended spending several 100s of chips for nothing and wasted a good 2 hours trying to get this resolved.

  Business response

  08/02/2024

  Dear Reader,
  
  I hope this message finds you well. I am writing in response to the complaint submitted by ************ regarding his experiences at two of our **** & Busters locations.
  
  We have conducted a thorough review of Mr. ***** concerns and wish to assure you that his feedback is important to us. Our records indicate that ************ has contacted **** &Busters Guest ******************** no fewer than 24 times since June 2022. Of these contacts, 16 were requests for compensation, such as rewards or chips, that were outside of our standard policy. We made exceptions to our policy in 14 of these instances.
  

  Additionally, ************ has acknowledged that he did not speak with the store management regarding his complaints about the food or service. We emphasize that our store management team is the primary point of contact for addressing and resolving guest concerns in real-time. It is crucial for guests to bring issues to managements attention so that we can address them promptly. ************ expressed concern that his food might be tampered with if he complained directly to the store. Please know that this is unfounded and does not reflect our operational standards or practices.
  
  We greatly value ************ as a guest and sincerely appreciate his patronage. However, despite our efforts to meet his expectations, it appears we have struggled to consistently provide the level of service and satisfaction he anticipates. As we take pride in delivering an exceptional experience to all our guests, it is disheartening to learn that we have not met **************** expectations. We believe that ************ may be better served by exploring dining options that more closely align with his preferences and standards.

  Additionally, despite our efforts to address Mr. ***** concerns and accommodate his requests, we have observed a pattern suggesting he may be taking advantage of our goodwill. Therefore, at this time, we respectfully decline to provide any further compensation.
  
  Thank you for your attention to this matter. Should you need any further information or clarification, please do not hesitate to contact us.
  
  Best regards,
  
  **************
  Supervisor, Guest Relations 

  Customer response

  08/04/2024

  I am rejecting this response because:   
  

  As from the very start the person who i spoke to became very combative and gave some conflicting information on the matter. Of the calls that were made, some of the calls were related to just expired tolkens which are separate matters compared to poor service, inconsistent information on how their machines work. Instead of focusing on the issue, person who was assisting was more concerned about being combative and getting off the line asap. Would expect no less.

  Business response

  08/05/2024

  Dear Reader,

  I am writing in response to Mr. ***** recent rejection of our previous reply regarding his complaint. As detailed in our prior communication, ************ has previously opened 24 cases with **** & Busters, ************************************************* exceptions to our policies on reissuing rewards for free food, gameplay, and other benefits.
  
  In light of this history, we have reviewed Mr. ***** current request, which seeks a refund and an exception to our established policies. We must respectfully decline this request, as it falls in line with the previous cases and our standard policies.
  
  Given the extensive history of **************** cases and our consistent application of our policies, we kindly request that this matter be closed.
  
  Thank you for your attention to this matter. Should you require any further information or clarification, please do not hesitate to reach out.
  
  Warm regards,
  

  Dot *****
  Supervisor, Guest Relations

*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. ↩