Complaints

• Initial Complaint

  04/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On February 11, 2023, I was at an AMF bowling alley in ********, ** with my ex-boyfriend, my son, his girlfriend, and a young lady that I care for with Downs Syndrome. While there, a woman approached ** while we were sitting at the lane putting our shoes back on, and she became very hostile. She was upset because of a personal matter between she and my ex-boyfriend. She proceeded to follow me through the bowling alley threatening me repeatedly. While at the front counter trying to pay, she continued to threaten and harass me in the presence of two employees. One of them, a young ***** male, was apparently a friend or relative of this woman. She asked him to come from behind the counter, which he did, and she began to tell him that I was the woman who had something to say about Faith. ***** is her baby that died, and this let me know that this young man knew her personally. He stood right beside her as she was video recording me and threatening me, and he did not ask her to stop or to leave. His duty as an employee should have been greater than whatever personal responsibility her felt towards this woman. He allowed her to continue to follow and harass me, and only told us we both had to leave AFTER she punched me in the face. He then followed her to the parking lot where she continued to harass me. I had called the police before all of this escalated, but they did not arrive in time. When I asked them to investigate, he lied and told the police that I had hit her (a claim she did not even make), and told the police that they could not view the cameras because I was in a blind spot. Completely false given that she followed me from the lane to the front desk to the lobby then outside. He did not want the police to have access to the cameras to protect her. I reached AMF and was told I would hear from someone and never did, despite repeated emails to follow up.

  Business response

  05/01/2023

  The General Manager (**) for AMF Town and Country Lanes has attempted to contact to **************** by both phone and email to discuss the situation.  Unfortunately, as of the time of this response the ** has not received a response to their messages.  If **************** would like to discuss her visit, she can call AMF Town and Country Lanes during their scheduled business hours or reply back to the email from the **.  The phone number for the center is ************.
  
  Please feel free to contact Bowlero ****************** if you have any questions or need any additional information.
  
  Thank you,
  Guest Service Manager

  Customer response

  05/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  I was not contacted by phone, but I did receive an email. I responded to the email, and then received a response to my response. Im not sure why they would be dishonest and claim that I did not respond. This is concerning.  

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

  Business response

  05/08/2023

  We are sorry for any misunderstanding on our part.  If you have already been in communication with the management team at AMF Town and Country Lanes, we would encourage you to continue to reach out to them for further assistance.  If you would prefer to speak with someone rather than email, please call the center at ************ during their scheduled business hours.  You can view all the information for this location by visiting the following link - ***********************************************************************.
  
  Please feel free to contact Bowlero ****************** if you have any questions or need any additional information.
  
  Thank you,
  Guest Service Manager

  Customer response

  05/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  02/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The following was sent via feedback form on Jan 9th 2023~I wanted to follow up with you regarding our event from this passed Saturday. To put it bluntly it was a disaster and very disappointing given the fact that we paid almost 800 dollars for this event. We were assigned three lanes (Lane 1, 2, & 3). We arrived at 12pm as scheduled. We spent time setting up lanes 1,2,3 with names. Once we got everything ready and attempted to bowl both lanes 1 and 2 would not function. After several attempts to reset we reached out to the staff which took some time as it appeared they were short staffed and other events were setting up as well. After several minutes and only lane 3 working we were told both lanes were working again. We attempted to bowl in both lanes and within 5 minutes both lanes 1 and 2 stopped working again. We once again got a hold of management and once again everything was on hold as they investigated. After more time passed we were told that lane 1 was completely inoperable and only lanes 2 and 3 would work. We were then forced to stuff 15 people in 2 lanes. At this point we were on location for ***** minutes. Food had yet to arrive and wait service was very slow and at times non-existent. We then had to move names to lanes 2 and 3. We once again attempted bowl.After a few minutes in lane 2 and 3, lane 2 stopped working again and would not return *****. Once again we had to call staff. Once again everything was put on hold while lane 2 was repaired. Food finally started to arrive after a considerably wait. Our waiter was hit or miss from what seemed to be short staffing. After some more time they finally got lane 2 to work.In the end having to bowl with two lanes and 15 people did not make for a fun event. On top of that we functionally only had one lane (lane 3) that worked with any consistency. This is not ok and we are requesting a partial refund.

  Business response

  02/16/2023

  Our Event Sales Manager (ESM) for Bowlero Leesburg has spoken with *********************  For the inconvenience, ******************** will be receiving a partial refund for their event, as well as an offer to return to the center as our guest.  ******************** appreciated the call and is happy with the resolution provided, so everything has been taken care of.
  
  Please feel free to contact Bowlero ************************* if you have any questions or need any additional information.
  
  Thank you,
  Sr.Guest Service Manager

• Initial Complaint

  01/30/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I went to the location in ******** ** on this past Friday 1/27/23. The waitress took my card and said she had to put card on file. She comes back 10 minutes later and asked for card again, stating that the hold wasn't place the 1st time. Once we were about to leave, she said she needed the card again to cash my total out. I thought this was weird, but figured it was store policy. I woke up the next morning with alerts from ********** stating I had $500 in Uber charges, that I did not do! This was a brand new credit card, and I only used it there. I called the next day and spoke to the manager, but he was not very helpful! This is very sad and disheartening, because my family and I go to Bowlero once a month at this location. This is a major inconvenience. I have to dispute the charges with ***** bank and also wait to receive new card in the mail. I also will have to reset up all my auto draft accounts as well.

  Business response

  02/02/2023

  The Area Manager (AM) for Bowlero ******** called and spoke with ******************* on February 2nd regarding their situation.
  
  The AM apologized to ******************** and received some additional regarding the associate in question so they can open an investigation.  The AM also provided ******************** with their direct contact information if they needed to reach out again in the future.  ******************** was thankful for the call, so everything is being handled.
  
  Please feel free to contact Bowlero ****************** if you have any questions or need any additional information.
  
  Thank you,
  Guest Service Manager

  Customer response

  02/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  01/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I walked into work for my first shift at the *********** bowlero on 12/22. I came in at four and left at 10:15. When I talked to a manager about clocking in they said that they would take care of it later that night. I worked 6 hours and was only paid $25 for that shift. They didnt tell me how much money I was hired at but its advertised as $14-15 an hour. So I dont know what happened, my guess is they didnt clock me in and out for the whole time I was there. I dont know. They wouldnt let me clock in so I never came back. Thats fishy.

  Business response

  01/13/2023

  The Director of Sales (DOS) for our Booking Team has reached back out to ************** via email to provide all the details for rebooking his event.  If the email is still not showing in his Inbox for some reason, ************** can call ************** when he is ready to reschedule his event.  A member of our Booking Team will be happy to review the different options available for his preferred date and time.  They are available Monday through Friday from 9:30 AM until 8 PM EST.
  
  Please feel free to contact Bowlero ****************** if you have any questions or need any additional information.
  
  Thank you,
  Guest Service Manager
  

  Customer response

  01/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  01/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a $50 gift card on 12/9 and received confirmation of order with the money deducted from my account same day. This order did not ship until 12/17- this was a Christmas gift. As of today 12/31 I still have not received the order. I contacted the company through the phone number provided in the shipping email and they could do nothing for me except tell me I should have it by next Thursday - 1/5 that is almost 30 days since I placed the original order. I asked for a discount or some type of compensation on a future visit and was told by the representative they could not do anything for me. This is poor business as the money was immediately removed from my account and I still do not have the gift card.

  Business response

  01/06/2023

  Our ************* Team reached out to **************** regarding his gift card order.  He advised that the gift card still had not arrived, so we issued a replacement from our Corporate Office.  The new gift card was sent to his address via **** so everything has been taken care of. 
  
  Please feel free to contact Bowlero Corp ************* if you have any questions or need any additional information.
  
  Thank you,
  ************* Manager

  Customer response

  01/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  12/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have booked a family event every year with Bowlero for the last 7 years, this year I had family get sick and needed to reschedule or cancel the event. They will not refund my deposit because of this, I had not planned on my family getting pneumonia and will not force them to come to an event sick just because they are trying to withhold my security deposit. I was planning on booking another event a few weeks away but then they where going to charge me a 50% rescheduling fee.

  Business response

  01/04/2023

  Our Director of Sales (DOS) for AMF * ******** ******************** has spoken with *********************  As a guest courtesy, they agreed to reduce the reschedule fee from 50% to 25% and scheduled a new date for *** ********* event.   
  
  Please feel free to contact ******* ************************* if you have any questions or need any additional information.
  
  Thank you,
  Sr.Guest Service Manager

• Initial Complaint

  12/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Dec 11, 2022 my wife went online to see if open bowling was available and the site is quite deceptive and misleading in that it tells you there were only lanes available after 8pm and you needed to reserve to guarantee. Believing this to be true she booked 2hrs which included a booking fee. We arrived onsite to a nearly empty building at 730pm and posted signage showing discounted bowling Sundays after 6pm. I asked the gentleman working to cancel my booking and honor the pricing posted. Both he and the ** refused to do so. I subsequently bowled 3 games in 2 hrs as we had 2 little children with us and it was my son's birthday so didn't want to haggle at the time. This morning I called and talked with 3 members of the Bowlero customer service team the last being a manager ***** (no employee id given). They offered me no resolution and little acknowledgement of the poor customer experience this had presented. As noted in my uploaded data I was charged more than double what it would have cost me had I simply walked in. Sadly this was not communicated by their misleading marketing which appears to drive business towards inflated pricing/booking fees and generally over selling their demand as 3/4s of lanes were empty at 7:30pm. I would like to pay the fair price and not be manipulated into paying more than 2x the cost of the outing.

  Business response

  12/28/2022

  Thank you for bringing this to our attention.  We reached out to our Online Booking Team for Bowlero St. ******.  We have issued a full refund for *** ******* reservation as a customer courtesy for any misunderstanding with our booking process.   
  
  Please feel free to contact Bowlero ************************* if you have any questions or need any additional information.
  
  Thank you,
  Sr.Guest Service Manager

• Initial Complaint

  12/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/4 my family and I were wanting to bowl 1 game at the Bowlero location in ********, ** before going to dinner. It was 5:57 pm when we walked in the door and we spoke with the 2 customer service attendants at the counter just before 6pm. We learned that there was confusion between the 2 employees at the desk as to whether to allow us to bowl. We were surprised as the venue was empty except for 1 lane being occupied. They explained that the manager ************ instructed them to put us on a waiting list as they had a reserved party arriving at 7pm for 65 people who would be using 12 lanes. We explained that we just wanted to bowl 1 game and would not be ordering anything to eat, so there would be nothing to clean up. We also advised that they could simply let us know when we needed to leave and we would do so. The 2 customer service attendants said that as long as we were done by 645pm that should be fine, but could not proceed without **** As approval. Then **** A came out of the office and addressed us by saying we had to see it from his viewpoint and that he did not want to be set up to fail with the party coming in.He reiterated going on the waiting list. We decided to leave and told **** A that this was bad business and that his decision did not make sense.Once outside we talked as a family and decided that we would inquire about going on the waiting list. I went back in to ask about the waiting list. We were told by the two people at the counter that it would likely be 745 before we could Bowl.Manager **** A was also standing there. I asked if he would reconsider. He said no and that, again, we had to see it from his view point. He then proceeded to say that he could not be sure that we would not in fact order food and stay, and implied that we did not look trustable. I felt like I was being discriminated against & that the decision not to take us at our word and provide service had to do with our race.This was very disturbing.

  Business response

  12/14/2022

  The District Manager (DM) for Bowlero Leesburg called and spoke with ************ on December 13th regarding their visit. 
  
  The DM apologized to ************ for the situation and for any inconvenience.  The DM offered the guest a free return visit to the center and asked ************ to let him know when he would like to return so he could arrange the visit.  ************ said she was thankful for the call and happy with the offer, so everything has been taken care of. 
  
  Please feel free to contact Bowlero ****************** if you have any questions or need any additional information.
  
  Thank you,
  Guest Service Manager

• Initial Complaint

  11/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to Bowlero this past Saturday night, 11/12/22. ***********, ** location and had a decent time! I was double charged for my time bowling and every time I call the location, no one answers. I tried to walk in and ask for a refund and they told me that the charge would go away after it was pending in my bank. Its now been 24 hours after it was approved by my bank and it still says I was double charged. $*****. The 103 was for food but the double ***** was for bowling alone.

  Business response

  11/18/2022

  Our ************* Team reached out to the management team at Bowlero ************ regarding the charge in question.  We their approval, we have issued a refund for the duplicate charge.  We notified ****************** of the refund via email on November 17, 2022 and also included a copy of the refund receipt for her records.
  
  Since a refund for the charge in question has been issued, we consider the matter closed.
  
  Please feel free to contact Bowlero Corp ************* if you have any questions or need any additional information.
  
  Thank you,
  ************* Manager

• Initial Complaint

  10/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My reservation was from 4pm- 6pm. I paid $1,398 which was supposed to cover replenishment of pizza the entire two hours of bowling. 4-6pm. The first pizza did not come out until 4:42!???? I had 21 guests that were starving and finished the pizza fairly quickly. I had to bug every single ******* time for them to replenish the pizza which ended up only being replenished TWO TIMES!!! .so much for continuous replenishment the party coordinator convinced me its worth purchasing for my event. the first pizza didnt come out until half way through my time. I was told the pizza would be replenished the whole two hours and soft drinks replenished. Thats what the party coordinator ********* sold me. I still dont even know who my server supposedly was. No one ever came to the table to ask if we needed anything, ever. The manager was a witch that. I had to keep tracking down. I had to chase someone down every single time to get a refill. I wasted sooooooo much time and energy chasing servers down, waiting around at the front desk. Complaining about why am I not receiving what I paid for????? The manager tried to be nice by saying she was going to give us a free hour to make up for the delayed start of our replenishable meals and continuous empty party platters they were obligated to replenish but DID NOT. I numerous photos of the empty platters all throughout the two hours. once our time was up-she didnt even try to be nice anymore and SHE ENDED UP CHARGING us $300 for the free hour+ chicken wings+ mozzarella sticks. + an entire $100 event fee when no one even helped us. And the worst thing was She charged my card without my signature!!! This place is a total scam.

  Business response

  11/02/2022

  The District Manager (DM) for Bowlero ******** called and spoke with ******************* 
  
  The DM apologized for her experience and offered her a return visit on Bowlero Corp for her inconvenience.  ****************** was very appreciative of the call and the offer, so everything has been taken care of.
  
  Please feel free to contact Bowlero ****************** if you have any questions or need any additional information.
  
  Thank you,
  Guest Service Manager

*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. ↩