Complaints

This profile includes complaints for Joe's Playland-Midway Arcade's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Joe's Playland-Midway Arcade has 2 locations, listed below.

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  Joe's Playland-Midway Arcade

  15 Broadway Salisbury Bch, MA 01952-2704

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  Joe's Playland-Midway Arcade

  PO Box 5514 Salisbury, MA 01952

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:08/04/2022

  Type:Service or Repair 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 came into this establishment with my 4 sons and my wife today 8/4/22. We were enjoying a beach day when one of the owners (Who wouldn't say his name) came charging at me yelling and swinging his arms like he was going to attack me when I entered a virtual batting cage to assist my son inside the establishment. I immediately exited the cage and apologized several times while this man berated me infront of my children. After apologizing and saying I didn't know that was a rule, the man said, "what you don't know how to read" and pointed to a tiny sign on the door with text only and no visual symbol for anyone who is illiterate, young, or unable to read in English. I told him I was unable to read and said I'm sorry I left the cage as soon as you told me to and now you are following me around screaming about me not being able to read off and on for over 10 minutes. I filmed the entire situation from the time the owner charged at me, including the humiliating discriminant remarks and I told the owner I filmed it and he said good I have cameras too and said "I've been the owner of this place for 40 years and will be here another 40" in response to me pointing out publicly insulting a customer who spent 200 dollars on token cards for my kids birthday and they didn't end up getting to use them because of this owners actions. I've come to this establishment since I was a child and am absolutely furious and humiliated this business is able to operate in this way. I am making this formal complaint on 8/4/22 and request contact by the business owner before proceeding. Thank you.

  Business Response

  Date: 08/15/2022

  First, we want to sincerely apologize to the Customer for the unacceptable way he and his family were treated. The actions described were clearly inappropriate and disrespectful. We would never knowingly tolerate that kind of behavior. We also want to clarify that the person accused in this incident is an employee, not an owner. That persons behavior does not reflect our ideals or the way we want our customers to be treated. Joes Playland is a place for people of all ages to play games and have fun. No one should ever have to endure the kind of treatment described by the Customer.
  
  As the Owners, our only involvement with the Customer occurred when the Customer approached one of us at our main location to report what had happened to him. It was late at night and we were closing after another long, 15-hour day. That Owner apologized for the Employees behavior several times and thought his interaction with the Customer ended satisfactorily. We later spoke to the Employee about what had happened and he explained the incident from his perspective.
  
  In light of the Employees explanation and our previous interaction with the Customer, from our perspective the matter seemed to be resolved. However, after receiving the Customers complaint, it was clear we did not know the full details of what transpired and, as a result, did not comprehend the severity of the incident. We apologize for not fully understanding the extent of the Customers interaction with the Employee.
  
  Although hes not an owner, the Employee has worked at that particular arcade for more than 40 years, both for the previous owners and for us. As our sole mechanic, he is responsible for maintaining the games, ensuring that people dont damage or misuse them, and addressing customer complaints about malfunctions. The game in question - the batting cage - has frequently been the target of intentional and misguided vandalism by disgruntled players. It has also led to avoidable accidents.
  
  Without excusing what the Customer described or diminishing the inappropriateness of such behavior, the Employees response is at least partly attributable to a similar incident that happened a few years ago. In that situation, the father either didnt see or disregarded the sign and entered the cage with his young son. While showing his son how to swing a bat, the father didnt notice that the boy had moved to another location inside the cage. The father swung the bat with full force and struck his son in the head. The son was rushed to the hospital and, fortunately, suffered only a concussion. But the result couldve been much more tragic.
  
  While that past incident provides some context to the Employees actions, it doesnt account for the unacceptable behavior described by the Customer. The matter could have - and should have - been handled professionally, without overreacting and certainly without being disrespectful.
  
  In order to avoid future altercations, we recently started testing a plastic, Wiffle ball bat in place of the aluminum bat recommended by the manufacturer. The lighter bat will cause little harm and, thereby, make it less dangerous for two people to be in the cage at the same time. However, if using the lighter bat proves unacceptable to players, we might have to return to the aluminum bat along with monitoring the number of people in the cage - albeit a more respectful and professional monitoring.
  
  We also made a modification to highlight the warning sign provided by the manufacturer. However, in light of the Customers comments about the size of the sign and the limitations faced by illiterate, we will post a more visible, printed sign as well as a visual sign using pictograms. In addition, we will *********** in Spanish and any other common language, if necessary. 
  
  In addition, due to the details described in the Customers complaint, we will meet with the Employee to discuss this matter. We will provide the Employee with specific feedback about his actions during the incident along with explicit expectations and guidance regarding future behavior.
  
  We understand that our apology and explanation will not undo what the Customer experienced that day. However, we humbly invite the Customer to return and to give us the opportunity to provide him and his family with the fun and true **** Playland experience they expected and deserve.

  Sincerely,

  ********************* & ***********************, Owners

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