Ashley K.
Google
My husband and I took our two year old to this location on a Wednesday evening and spent almost $80 on a medium pizza, appetizer, two drinks, and a game card. My son loved the dance floor, so we sat at the table next to it so he could play.
Unfortunately, our experience quickly went downhill. The booths around us were filled with tools because a crew was building an indoor playground, and there was a vacuum cord stretched across the floor which I had to ask an employee to move for safety. Then the crew began using loud power tools right next to us. The drilling terrified my son.
I approached two employees and asked how long the noise would continue. They told me “probably all night.” When I asked for a manager, I waited quite a while before she arrived. The manager was kind, sympathetic, and apologetic. She mentioned she was new and had never been shown how to process a refund. She offered to pack up our food to go, but since we live 40 minutes away and had more errands, that wasn’t practical.
While she tried contacting the district manager for help, we waited another 15 to 20 minutes and my son became increasingly upset. When I asked another employee if I could at least have a few of our fries that were done for him while waiting, he laughed and said, “If you want a refund, you ain’t gettin no food.” This was incredibly rude and unprofessional.
Eventually, the manager explained that the refund couldn’t be processed because the employee who rang up our order had already clocked out early and the system wouldn’t allow it. She asked another young employee to write a note for me to use as an $80 gift card at another time, but he was dismissive and condescending, even rolling his eyes when I mentioned my son’s sensory processing disorder.
The manager did her best and was genuinely kind, but she clearly wasn’t given proper training or support from corporate. The rest of the staff were rude and made an already stressful situation worse.
We left disappointed and heartbroken. What was supposed to be a fun night out for our son ended in tears and frustration. Chuck E. Cheese used to be a wonderful place for families, but this experience was unacceptable. I truly hope corporate provides better training and support for their managers and ensures construction doesn’t disrupt families’ visits in the future.
