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Business Profile

Bowling

Pinheads Entertainment Center

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Bowling.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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  • Initial Complaint

    Date:12/02/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    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.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On 12/2 I called the ***********, establishment at 3p to inquire about getting a lane for the party that I was with. The woman on the phone stated that if we got there around ***** there should be a lane open, and that our entire party did not have to be there to check in. However, when members of our party got there to check in they told us they didnt have any lanes open and wouldnt. I explained that was not what we were told and they were very rude about it. However, we stayed to at least enjoy the atmosphere and play the arcade. While there, there were SEVERAL lanes that were not occupied the entire time we were there. Then, when we went into the prize room our daughter selected a stuffed animal in a bin that said 250 tickets which she had enough for. When we went to check out the man working the register stated it was 450. We explained to him that the bin with ALL of the same stuffed animals our daughter chose said 250. When he went to check he quickly changed the sign and told us we were wrong and became very rude about it. We then told him that it wasnt right, and that they need to honor the price, whether it was wrong or right. He refused. We asked to speak to a manager. The man went to the back and came back out and told us there was nothing he could do. I asked where the manager was and he told us that she didnt want to speak to us. At this point I explained that I understood how their system worked because I had previously worked at an establishment like it before and I knew they were able to override it. At this point the young girl that was working the other register said good for you and became extremely rude with us. After that I had to walk away because I was so upset with how I was being treated.

    Business Response

    Date: 12/18/2023

    Hi *******,

    Thank you for providing this feedback. Your experience was not to our expectations and want to I want to ensure that I make this right for you. As for the lanes and arcade, there is obviously coaching and accountability to be had. I can ensure you that this is a top priority for us. December does create challenges from time to time and we may seem to have lanes available, but they are reserved for events. Those events can be dynamic and shift in time depending upon the setup and if the event is using space elsewhere in the facility. We have already followed up with our office staff regarding walk-in bowling to ensure we are providing accurate information. As for the arcade, one of our core values is to make the moment right. This value was not at the forefront of your interaction and experience. 

    My sincerest apologies as to your experience with us that afternoon and evening. We undoubtedly provided an experience that was not to either of our expectations and we are taking action to provide additional training to our staff based on your feedback. 

    Can I offer you a $150 gift card to come visit us again and resolve this complaint? 

    Customer Answer

    Date: 12/19/2023

    Better Business Bureau:

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

    Regards,

    *****************************

    Customer Answer

    Date: 12/19/2023

    I need to know how to get my gift card that was offered as the settlement for my dispute. 

Pinheads Entertainment Center is NOT a BBB Accredited Business.

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