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Business Profile

Arcade

Surge Entertainment

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Surge Entertainment's headquarters and its corporate-owned locations. To view all corporate locations, see

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Surge Entertainment has 15 locations, listed below.

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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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    Complaint type

    • Initial Complaint

      Date:06/17/2024

      Type:Product Issues
      Status:
      Unanswered
      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.
      The date of the transaction is June 16, 2024
      Surge entertainment at the Lafayette, Louisiana location
      The amount was $54 with the two dollar fee charge
      I’m having a complaint due to many of the arcade games being down and the employees of the store refusing to give the points back to the card. I’ve been too many locations of this arcade and was able to use points from the card at other locations and I’m stating that because when I went up to redeem the points for a prize for my son, there was Lincoln logins There was no points as there was a lot of items that had no points so not only did I miss out on points due to the employees with attitudes he didn’t seem to care When I said there’s a location where I live to my son, she intervened with you can’t use the points at any other location Are specific to the location really really nasty knowing my son was upset there is nothing on the website that supports that as well as I’ve been to the location of Virginia and they said that you can use points at any surge location so I thought it was very funny that she said that and that’s also being false and just being rude so that’s a big problem and The general manager of this location needs to check his employees because it is his responsibility to have things in order at his facility being that this is a corporate franchise, should have follow ups and inspections to make sure that guidelines rules and regulations are being bided by and followed up upon as every corporate franchise does to make sure they follow terms and conditions of the franchise, and everybody falls in line because then customer service complaints like this transpire and then if they’re not a corporate franchise and they are corporate stores and they’re not franchise store it’s even worse that they’re not abiding by.

    • Initial Complaint

      Date:03/25/2024

      Type:Product Issues
      Status:
      Unanswered
      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 paid $33 dollars each for three people in order to ride the go karts. Our total was 95.57 with military discount. The board explained that one race lasted seven minutes and that there were no refunds. This we understood. Once we started the race not even two minutes after it started my husband’s go kart broke down. He started the timer on his watch and it took a total of 4mins,46secs for someone to come assist him because staff was too busy on their phones. This took up over half of the racing time. Once done we immediately went to find a manager and we talked to the regional manager. We brought the issue to him and we stated we understand we can’t get a refund but is there something else we could do in order to fix the issue at hand. My husband paid $33 to drive for seven minutes but was only able to drive for maybe two minutes. The regional manager went on to discuss things that had nothing to do with us or our problem. He talked about decreasing the wait time, the new restaurants, orher customer complaints, but never did he say I’m sorry for your experience or address our issue. He was very cold, and had an “I don’t care attitude.” We asked if there were any other managers we could speak to and he stated “there are two lower managers here therefore there is nothing they can do.” I was shocked by the statement so me and my husband just left. The way we were treated after spending so much money there was not right. As a manager you should work to find a solution to the problem and this regional manager did not do that. All we wanted was a solution to the problem. After the way we were treated I feel a refund is necessary.

    Surge Entertainment is NOT a BBB Accredited Business.

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