Complaints

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• Initial Complaint

  Date:08/26/2024

  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.

  I took a date and the kids to this arcade. Going in the card machine wasn't working. Had someone help us and they ended up giving us a different set of cards because the 3 that printed did not work, but the worker did not take the ones that didn't work. We are playing for about 3 hours and earn tens of thousands of tickets. Just when we're getting ready to go to the prize counter I noticed my card wasn't working, so I go to a worker and they swipe my card and their screen popped up showing my ticket balance of over ****** but that it was disabled. Then, the owner comes walking up and telling me how he blocked the card because I stole the cards and the money on them when that was impossible so I take the cards they didn't take and swiped them in the card machine to show that they never worked. He says he knows they never worked and still claiming I stole the cards. He proceeds to say how he lost out on money because of me but he will let it slide. I'm upset at this point and he says he will transfer all of our tickets into one card, which didn't make sense at all but I agreed. We go to a desk and I see him pull up an editor for the ticket balance, I asked him "are you deleting all of my tickets?" And he smiled as he answered "yes, but I'm leaving you 1066," which was the exact balance of one of the 5 cards we had. Felt very much like a criminal ran casino the way he swooped in, very scary. And he completely ruined my kids' night as we had been working so hard for those tickets and spent a bit of money to get there and the owner is just allowed to take all of that work away? I hope you can help me resolve this.

  Business Response

  Date: 09/04/2024

  Jeffery went to our kiosk and purchased four $25 game cards. The machine gave him three cards, and the fourth one got stuck. He told our employee that he put in a $100 and didn't get any gamecards. The employee saw the kiosk had an error message on the screen, so he just comped the customer four $25 game cards. So at this time the customer has three cards that do not work and four comped cards that did. When the employee comped him his four game cards, he was then settled up. I came in to fix the kiosk. I unjammed that fourth card. When that card became unjammed it activated the original four cards. I printed the receipt from the kiosk of those original four cards. I got the machine up and working and spoke to my employee about the situation. Since I didn't know where the original first three cards had gone (they were missing). I paused the three game cards, because I didn't know if another customer had grabbed them out of the machine. This process took me about ***** minutes to do. When I went to check to see if any of the original cards had been used, there was one card that was used in that ***** minute window. The other cards had not been used at all. I immediately paused that card that was being used. I never paused the comped cards. There was only about $6 left on the card that originally had $25 on it and about 1066 in tickets won. When he came to the front and said his one card didn't work. I explained. Yes, that was me that paused the original game cards. I reminded him he already was comped the four $25 cards at the very beginning, so that settled it. Those first three he got out of the kiosk were not activated, and when they were activated for that ***** min window he used them and won 1066 in tickets. He became very angry immediately and would not listen to any explanation. He began to curse at me. I told him for his trouble I can just transfer those 1066 tickets to his other cards, plus the $6 remaining balance. I did not know the card number of the comped cards. Those cards I had no way of accessing unless he gave me those card numbers. He still has those cards in his possession with all the tickets he had won. He never attempted to listen to any explanation, he began swearing in front of his children, then stormed out screaming. At this time I have unpaused the one $25 game card with the 1066 and the $6 balance that he got for free, plus he still has the four comped cards he got from the employee. The other three cards that didn't have any transactions on them have all been paused. His claim he has over ****** tickets does not seem accurate. That is almost impossible to get that many tickets with a $100 in game cards. But I can not confirm or deny that claim because I never saw the transactions of the comped cards. I did not take away any tickets and I have no idea what those balances are or how many tickets unless I see those card numbers of the comped cards. His wife called me that evening and was so sweet and kind; you could tell she felt bad about the situation. I thanked her so much for speaking with me in a respectful manner and told her a $50 game card was waiting at the front desk in her name, to thank her for speaking to me in a professional manner. That card is still waiting at our register at this time.

  In conclusion, we feel we have gone above and beyond for this guest. We not only comped the original four $25 game cards. But we also allowed them to have the remaining balance of tickets and money on a $25 game card they used in the ***** minute window, plus an additional $50 game card because the wife called me back that evening and was so respectful. We feel this issue has been resolved and we appreciate your understanding and reaching out to us.