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Business Profile

Arcade

Round One Maryland, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Arcade.

Complaints

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

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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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Complaint status

Complaint type

  • Initial Complaint

    Date:05/08/2024

    Type:Product Issues
    Status:
    Answered
    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.
    Family came down with illness (Covid) and we contacted the company to reschedule or credit us for a future visit. The manager of the Towson branch, ****** *****, said they do not credit or refund. Quoting him, "we do not refund deposits for day of cancellations. It is also stated in the terms and conditions that you filled out for your online booking that same day cancellations result in deposit forfeiture." A notice to corporate stated the manager calls the shots. Makes me wonder if we should have gone into the place with Covid and spread the virus to avoid losing money. All we asked for was a credit or reschedule. Now I want a refund and warning everyone to avoid Round 1. Terrible customer service. We could have been a family coming in on a monthly basis for fun and games. Now we will stay away from the place like the black plague.

    Business Response

    Date: 05/10/2024

    Hello, ****** ***** is requesting a refund 5 MONTHS after he cancelled his event. We have painstakingly gone through great lengths to book it for him back in December and he cancelled day of his event. The only thing he said was that not enough people would be showing up, so he cancelled. he did not mention anything about his family having covid. He has also never asked for his event to be rescheduled or any sort of credit. He has simply demanded a refund. 
    Due to the cancellation on the day of the event we are unable to issue a refund. As stated in the terms and conditions I sent through email, we do not refund deposits for day of cancellations. It is also stated in the terms and conditions that he filled out for his online booking that same day cancellations result in deposit forfeiture. Ive attached a copy of our cancellation policy from our online reservation request site. If Mr. ***** stated that his family was sick we would have been able to accommodate him but he did not make that known at the time of cancellation and has only just recently told us this. I have no emails asking for a refund until recently and I have no communications that suggested he told us sooner. He had access to our company inquiry line and my personal work email to communicate these things sooner.

    Customer Answer

    Date: 05/10/2024

     
    Complaint: 21682561

    I am rejecting this response because: The company was indeed told we have family relatives who had Covid and were sick. And we did ask for the option of rescheduling or credit, not solely a refund. This was verbal in the store with the manager. 

    Disappointed as I will now have to alert numerous websites (which have tons of complaints against the company) that they do not refund or credit or reschedule so to stay away from the company. 

    Sincerely,

    ****** *****

    Business Response

    Date: 05/15/2024

    I switched around the schedule to personally host this party. I was the one taking care of the store at this time and ****** did not come to the store and did not speak with any manager or myself, face to face. 

    As stated previously, the first correspondence for a refund occurred 5 months after the date of the party itself.

    Customer Answer

    Date: 05/15/2024

     
    Complaint: 21682561

    I am rejecting this response because: the manager of the store is speaking falsehoods. My two nephews were with me when we were inside the store speaking with the manager. One of my nephews is in the ************* so he can attest to this. Disappointed the manager is making up something untrue. I expected better from him. This is how a business treats potential customers? What I asked for was scheduling a different day on credit, but for the manager to lie? I am copying the response and sharing on social media how a manager lies and will post a photo of myself speaking with the manager since one of my nephews took a photo at the time. 

    Sincerely,

    ****** *****

  • Initial Complaint

    Date:10/01/2022

    Type:Customer Service Issues
    Status:
    Answered
    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.
    At approximately 10:15pm this business abruptly turned off all of the games
    The posted sign states they close at 11pm. Myself amd many other consumers had put money onto gaming cards that now could not be used during the final 45 minutes. The manager was notified and stayed he cut the games off so he could close on time and that refunds were not available due to the closed system. Closing early without notice is unacceptable and not refunding money has left myself and a friend put of money. This has left me frustrated and out of time and money.

    Business Response

    Date: 12/13/2022

    Business Response /* (1000, 13, 2022/11/16) */
    After an internal investigation it was found that the closing MOD (Manager on Duty) did in fact start counting cash tills earlier then Round 1's standards of procedure.

    It was found in the investigation the store did in fact close early, without the District Manager approval or ad vision.

    We have reached out to the customer via phone call and communicated this to them. They noted they live over 2 hours away. After a short discussion the customer noted, they have placed a dispute with their personal bank. As of today 11/16, Round 1 Maryland has accepted their dispute and issued a full refund of $48.40.

Round One Maryland, LLC is NOT a BBB Accredited Business.

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