Complaints

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.

• Initial Complaint

  Date:02/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  We scheduled and paid for axe throwing 1 hour $137.80. Website clearly states no refunds but they will reschedule for 10% fee. We had to reschedule once due to party members canceled on us. Then we had to reschedule a second time due to *********. However, they refused to reschedule us the second time and told us to they did not know why ********* would be their problem. Basically stole our money.

  Business Response

  Date: 02/26/2024

  The customer had rescheduled the appointment from Jan 27 to Feb 3rd  and then again to Feb 9th. The day of the appointment a woman called and stated she was the mother of the person who made the appointment and that this time the customers child was home sick. I explained that we needed to speak with the person who made the appointment and our policy didn't allow us to make changes to any appointment without the person who booked it requesting this. The woman had given incorrect information for the appointment. She got angry and said something about ********* aren't a good enough excuse she would post a bad review and the internet would know then hung up. We held their lane the entire hour in case they showed up. No one ever called back. I do no appreciate the aggressive and threatening tone. We are sorry they had a sick child but they have to understand our policy as well. Running any business can be very challenging when people who don't get their way make threats and tell half the story.

  Customer Answer

  Date: 02/27/2024

   I am rejecting this response because: The business is untruthful or has inaccurate information in the response. 1) The phone call to reschedule actually took place over 24 hours prior to the scheduled appointment, not the day of as claimed by the business. Phone records will prove this. 2) Contrary to the business response, the company never informed at any time during any call to reschedule that the original person making the appointment would be required to change it. Nor can this requirement be found in any customer accessible policy. Additionally, someone other than the original person had already made one of the reschedules. 
  3) *********** date of Feb 9th is incorrect. The date of service had been rescheduled for Feb 10th at 7pm. The call to reschedule was made Feb 9th before 7pm (24 hours prior, per their policy). Again, phone records along with business records will prove this. 
  In addition, this company charges, per their policy, a 10% fee for rescheduling. Customer would have been happy to pay that. It would have been in the businesss financial interest to reschedule, collect the extra fees each time, and still get the original money for actually providing the service. However, they chose to engage in poor customer service, general inept business practice, and violating their own policies. The business ultimately took customer money with no service provided. 
  
  
  

  Business Response

  Date: 02/28/2024

  We do not agree.

• Initial Complaint

  Date:09/16/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I purchased 4 tickets on 8-19,3 weeks before our event. We showed up to our booked time on **** at 1 to throw with a Bachelorette party. When we walked in the manger said we needed to rescheduled and they tried calling me prior. He then said if we wanted we could use the other side but would not have access to the bar for drinks. I bought the 21+ package online and nowhere did it state we wouldn't be guaranteed the bar area. We decided to reschedule since they refused a refund even though they said the glitch pf overbooking was due to their system. I stated I could not reschedule so he said we could use the 4 tickets at separate times. I scheduled 2 tickets just fine a week later but still decided to leave a bad review on ****** due to poor customer service and communication. After the review I called to schedule a time for my last 2 tickets and they stated due to my review they would not let me schedule unless I took it down. They repeatedly said they are trying to work with me and I need to work with them when in reality they are not doing me any favors only providing me a service I already paid for. When I said I would not take down the review and I either want the services I paid for or a refund they refused both. I now had to dispute the charge with my credit card company in hopes of getting 127 dollar back. In their response to my review it even states they offered me a time to reschedule but now are refusing that and saying I decline to reschedule. I did not decline that offer and I did not give up 127 by choice.

  Business Response

  Date: 10/07/2022

  Tell us why here...When this group arrived for their appointment, they were taken to their lane. The young woman immediately started getting angry and demanding to choose her lane. We explained that lanes are assigned by staff never chosen by guests. It was explained that the other room of the facility had been rented for a private event, but bar service would be provided by our wait staff. She got angrier that she couldn't get what she demanded yelling at staff, being rude and eventually walked out. After leaving she proceeded to call multiple times back-to-back demanding to speak with management demanding a refund. We explained to her as our website states we do not offer refunds and that her lane was available that she chose to leave therefore forfeiting her payment.She then went to the internet posting multiple poor reviews with blatant lies and then called expecting to be rescheduled. She also had others post bad reviews for her. We provided the service she paid for,her lane was available and ready when they arrived. Guests do not choose lanes and we do not offer refunds. Her lane was held for their group the entire hour and not resold to other guests who came in looking to throw as both sides were sold out. She also mentions that the lane assigned did not allow drinking. All our lanes allow drinking for guests 21 and up. She was angry and wanted her way and feels contacting your organization will achieve that.
  Thank you,

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

  Deadeye Dicks Axe Throwing