Complaints

• Initial Complaint

  12/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We are currently subscribed to the monthly Fun Pass. We have been happy with the product in the past. However, when we went to the location Address: ********************************************* 12/8/24 we encountered a problem that we could not resolve with store staff. When the first swipe started the game, the machines were charging multiple swipes of the card to start the game. One game registered 18 swipes in less than a minute. That is a problem and seems like a deceptive way to make customers have to buy more time or tickets to play. We spoke with store employees who told us there was nothing they could do, that that was our problem that we let our son swipe to many times. We then emailed customer service and were told the same thing. Since this is a problem, we asked to cancel our membership. We were then told that it is a 12-month contract. This is unacceptable, since this store, at the very least, seems to be practicing deceptive tactics to have patrons buy more products to play the games. I would like either an explanation of why this is acceptable and the machines allow these multiple swipes of the card or the ability to terminate my contract and stop paying for my monthly pass.

  Business response

  12/12/2024

  Hello,
  
  Your membership was purchased Aug 31st so it will expire Aug 31st of 2025
  
  Take care!
  
  
  ******
  Guest Relations
  CEC Entertainment
  1707 Market Place *********************************
  phone:**************
  
  
  
  
  
  
  
  From: ******** ****** <*************************>
  Sent: Thursday, December 12, 2024 9:49 AM
  To: Guest Relations <*******************************************************************>
  Subject: [Guest Relations] Re: [Guest Relations] [EXT] Chuck E Cheese Contact form Enquiry
  
  So how can i tell when my 12 months is up im the app? I can not find a start date or end date referenced? 
  
  On Wed, Dec 11, 2024, 12:33?PM Guest Relations <*******************************************************************>wrote:
  Hi ********,
  
  Thank you so much for taking the time to email us about your recent experience at our *********** Chuck E. Cheese on ******.  I sincerely apologize for your negative experience. I assure you that your concerns will be addressed expeditiously. There have not been any recent changes to the games as far as the process of taking points. There is only a delay when it comes to time and not points. All the games are able to  take multiple credits and this has always been the case. Our system is not able to decline points just because the game is started or in ************  ever, if something like this does occur, a manager is able to check the card activity on the kiosk and if they are able to conclude that that this did happen, they will replace your play points. Did you speak with a Manager when you were in the store?
  
  We set high standards for quality service at each of our locations and your feedback is very useful in ensuring quality service is delivered.  Your feedback will also be shared with our ************************ to address this incident with the Management and Staff immediately.
  
  Please email us back your address and we would like to send you a letter to redeem for 50 free play points and a voucher for 500 tickets for you and your family to use towards a future visit. I hope you can come back to any Chuck E Cheeses and have a much more pleasurable experience.
  
  Again, I thank you for bringing your experience and concerns to our attention.
  
  ********
  Guest Relations
  CEC Entertainment
  1707 Market Place ********************************
  phone:**************** 
  
  
  
  
  
  From: Chuck E. Cheese Website <****************************************************************************************************>
  Sent: Wednesday, December 11, 2024 8:23 AM
  To: Guest Relations <*******************************************************************>
  Subject: [Guest Relations] [EXT] Chuck E Cheese Contact form Enquiry
  
  This email originated from [outside] of the organization. Do not click links or open attachments unless you recognize the sender and know the content is safe.
  Hello Team,
  We have received a new submission from website's Contact Us form. Here are the details:
  First Name: ********
  Last Name: ******
  Phone: ************
  Email: *************************
  Date:
  Country: **
  State: **
  Province:
  Store: Store ID: 98 | Address: ******************-******-6874 ****** **.
  Receipt Number: Fun Pass
  Message: Hello, I am writing due to a very bad experience I had on 12/8. We have had fun passes since last summer. We had always enjoyed our visits, however due to a new process or rule at this location the machines will allow for multiple swipes even when the game has already started. My 5 year old swiped one machine 10 times within 10 seconds, and it was counted even though the game was started. This used to not be the case. As you know, it is very hard to control a 5 year old when they have the card to start the game. I feel like this is dishonest and frankly fraudulent to allow this sort of practice. Due to this my son had used all of his points within 10 minutes. We then had to buy a timed pass so he could play with his friends. If this is the way that your business model now works than I am requesting my contract be cancelled for the fun pass. If I am unable to seek a resolution with the company, I will have to file a claim with the better business buera and let my friends and large network of moms on social media know that this store at least should be avoided due to deceptive trade practices. I hope that we are able to reach a solution before then. Please reach out to me BY PHONE and not email. Thank you and I hope we are able to solve this problem.
  Thank you,
  Chuck E. Cheese.
  
  

• Initial Complaint

  12/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took my kids to chucke cheese. Purchased 2 hours of play time for all of them. After an hour 2 of the cards stoped working. Went to the counter with my recipe and showed them. They put the remaining time on "new" cards saying the old cards wouldn't read any more. The time was fine but they lost all there points for an hour and half of play because they couldnt read there old cards.

  Business response

  12/09/2024

  We have reached out to the guest via email for more details. 

  Hello *******,
  
  We received your BBB complaint regarding your recent experience at Chuck E. Cheese. It looks like the closest location to your zip code is in ******, IN. Is this the location you visited? What was the date of your visit? Did you speak with a Manager regarding the E-Tickets on your childrens cards? The Manager could have checked the play pass number on the Managers panel for the number of E-Tickets. In order for us to do this now, we would need the play pass numbers. Did the manager keep those cards that were no longer scanning? These details will help us better address the issues. Again, we apologize for any inconveniences you experienced.
  
  Thank you,
  
  Brittany 
   Guest Relations 
   CEC Entertainment
   1707 Market Place *********************************
   phone: **************** 

  Business response

  12/10/2024

  After an email discussion with Mr. ******** we are sending a voucher for ***** tickets for his children to redeem on a future visit. He has agreed to our offer, and we will be sending these out via *** Ex to the address provided. His feedback was shared with the ************************ to address the issues with Management and Staff. 

• Initial Complaint

  12/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Subject: Urgent Complaint: Gold Pass Issue and Unprofessional Conduct Dear Chuck E. Cheese Customer Relations Team,I am writing to express my disappointment with my visit to your ***********, ** location on November 26, 2024. This experience caused significant frustration and emotional distress for my children and me.Incident Details:Date: November 26, 2024 Location: ************************************************ Staff Involved: ***** (Manager), Natwzaja (Manager), ***** (Employee)Summary of Events:1.I purchased the Gold Pass ($129.99, includes 250 daily plays and 50% discount). Despite presenting proof of purchase, staff claimed my number wasnt in the system.2.***** deflected responsibility, blaming the ********** location as unaffiliated. No immediate action was taken despite my proof.3.After 40 minutes, I was offered 10 free plays per child, which I declined. The Gold Pass benefits were added only after an ********* 7-year-old daughter was visibly upset and questioned why we were there, while my 2-year-old became distressed. I stood on crutches with a fractured foot, exacerbating the frustration.5.Cesars dismissive behavior, repeatedly saying they had nothing to do with other locations, made the experience feel degrading.Requested Resolutions:1.A refund of the $129.99 Gold Pass fee while retaining its benefits for the remaining two months.2.Additional compensation for emotional distress.3.Investigation into staff conduct, with appropriate retraining or disciplinary action.4.A review of customer service policies to ensure consistency and professionalism.This experience has left me deeply disappointed. Please contact me at ************ or ********************* to discuss further.Sincerely,****** ******* ******************************************************

  Business response

  12/06/2024

  Guest has provided mailing address, and a refund check will be sent out via FedEx. 

   

  Hello Ivorie,
  
  Thank you for confirming! I truly appreciate your patience and cooperation as we worked through this together. We hope you and your family will visit us again soon!
  
  Once we receive the check, we will send it out via *****. Unfortunately, ***** does not accept PO box addresses. Is there another address where we can send the check? Once we have a tracking number, we will share it with you as well.
  
  Thank you!
  
  Best regards,
  
  ******
  Guest Relations 
  CEC Entertainment  
  1707 Market Place ********************************************************************;
  phone: ************** 
  
  
  
  
  From: ****** ******* <************************>
  Sent: Thursday, December 5, 2024 12:40 PM
  To: Guest Relations <*******************************************************************>
  Cc: ****** ******* <************************>
  Subject: [Guest Relations] Re: [Guest Relations] Re: [Guest Relations]Re: [Guest Relations] [EXT] Urgent Complaint Regarding Gold Pass Issue and Unprofessional Conduct
  
  Please send to:
  
  
  Ivorie Gaskins 
  P.O. Box 30431
  ***********, 20815 
  
  Please send a photo copy and tracking number. 
  
  Yes I will request a refund until my children are fully comfortable being at chuckee cheese again. And I will then revisit the options you have available for your customer in the future. *********** is the only closet chuckee cheese to us. 
  
  
  
  
  Thank you kindly,
  
  ****** *******
  **************
  
  
  On Thu, Dec 5, 2024 at 1:09?PM Guest Relations <*******************************************************************>wrote:
  Hello Ivorie,
  
  If you choose to proceed with the cancellation of the Fun Pass, your refund check will typically be processed within 4-5 business weeks. It must go through our accounting and auditing team before being issued.
  
  Would you like me to continue with this process?
  
  Thank you.
  
  Best regards,
  
  ******
  Guest Relations 
  CEC Entertainment  
  1707 Market Place *************************************;
  phone: ************** 
  
  
  
  
  From: ****** ******* <************************>
  Sent: Thursday, December 5, 2024 7:56 AM
  To: Guest Relations <*******************************************************************>
  Subject: [Guest Relations] Re: [Guest Relations] Re: [Guest Relations][EXT] Urgent Complaint Regarding Gold Pass Issue and Unprofessional Conduct
  
  Hi ,
  
  Will the check be sent with a tracking number? How long will it take to be sent out?
  
  
  
  
  Thank you kindly,
  
  ****** *******
  **************
  
  
  On Wed, Dec 4, 2024 at 4:47?PM Guest Relations <*******************************************************************> wrote:
  Hello,
  
  You are correct that the pass was extended by 4 days since you were unable to use it during that time due to the rewards not being uploaded. If a refund is necessary, it will be issued in the form of a check since you purchased the pass with a gift card.
  
  Please note that if we proceed with the refund, the pass will be terminated immediately, and you will no longer have access to the rewards and benefits.
  
  Would you still like to continue with the cancellation process so I can begin the refund process for you?
  
  Thank you!
  
  ******
  Guest Relations 
  CEC Entertainment  
  1707 Market Place *************************************;
  phone: ************** 
  
  
  
  
  From: ****** ******* <************************>
  Sent: Wednesday, December 4, 2024 2:15 PM
  To: Guest Relations <*******************************************************************>
  Subject: [Guest Relations] Re: [Guest Relations] [EXT] Urgent Complaint Regarding Gold Pass Issue and Unprofessional Conduct
  
  Hi,
  
  The extension of four day? Thank you for the offer.
  
  Please send correspondence address ?
  
  On what form of payment will the money be refunded on ? What do you have on file? 
  
  
  
  
  
  Thank you kindly,
  
  ****** *******
  **************
  
  
  On Wed, Dec 4, 2024 at 2:23?PM Guest Relations <*******************************************************************> wrote:
  Hello,
  
  Thank you for contacting our *************************** I apologize for any inconvenience you experienced during your visit. After reviewing your email and account, I would like to clarify a few points.
  
  On November 22nd, your Gold Fun Pass was successfully attached to your account. As you mentioned, you visited our ***********, ** location on November 26th. At the time of your visit, the ************* was attached, but the rewards were not uploading due to a technical error with our account system. As a result, the store was unable to honor your benefits. The store can only process rewards when they appear in their system or through the customer app. I can see that later, the rewards were successfully uploaded,resolving the issue.
  
  Please note that the store has no access to this process; it is handled by our Guest Relations or Fun Pass teams at the corporate office. This limited access prevented the store from fully assisting you, although, out of courtesy, they offered play points for your children to enjoy while waiting for the technical issue to be resolved by corporate.
  
  While our Fun Passes are non-refundable, I can cancel and refund your pass if you prefer, though please be aware that doing so will stop your daily rewards immediately. If you choose to proceed, please understand the implications of this decision. Additionally, I want to inform you that we have extended your pass due to the technical issue you faced, and your pass will now expire on 01/26/2024.
  
  Lastly, I will share your email with our district manager so they can address the service issues with the staff and work to improve the Chuck E. Cheese experience moving forward.
  
  Thank you for your understanding.
  
  Best regards,
  
  ******
  Guest Relations 
  CEC Entertainment  
  1707 Market Place *************************************;
  phone: ************** 
  
  
  
  
  From: ****** ******* <************************>
  Sent: Tuesday, December 3, 2024 1:50 PM
  To: Guest Relations <*******************************************************************>
  Cc: ****** ******* <************************>
  Subject: [Guest Relations] [EXT] Urgent Complaint Regarding Gold Pass Issue and Unprofessional Conduct
  
  This email originated from [outside] of the organization. Do not click links or open attachments unless you recognize the sender and know the content is safe.
  
  Dear Chuck E. Cheese Customer Relations Team,
  
  I am writing to express my disappointment and frustration following my visit to your ***********, ** location on November 26, 2024. My experience was deeply concerning, especially as it impacted not only me but also my children, who were eagerly looking forward to a fun outing that was instead marred by poor customer service and unprofessional conduct.
  
  Incident Details
  
  Date: November 26, 2024
  Location: Chuck E. Cheese, ************************************************
  Staff Involved:
  *****, Manager
  Natwzaja, Manager
  *****, Employee
  
  Summary of Events
  
  1. Gold Pass Issue:
  I purchased the Gold Pass (which includes 250 daily plays and a 50%discount) for $129.99. Upon arriving at the *********** location, I presented proof of purchase through my account history and Groupon confirmation. However,the staff denied my pass, stating that my number was not in the system.
  2. Deflection and Delays:
  I was told by ***** that this issue was caused by the ********** location,which they claimed was unaffiliated as a franchise. ***** also stated they were waiting for corporate to resolve the matter, but despite the proof I provided, no immediate action was taken.
  3. Unacceptable Resolution Attempts:
  After waiting for approximately an hour, I was offered 10 free plays per child, which I declined as it did not address the full value of my pass. Only after about an hour did the staff finally add the Gold Pass benefits to my account.
  4. Impact on My Children and Myself:
  During this time, my 7-year-old daughter became visibly upset, questioning why we were there and expressing that she never wanted to return. My 2-year-old was distressed as well. I had to stand on crutches with a fractured foot,further exacerbating an already difficult situation.
  5. Dismissive Behavior by Staff:
  Cesars repeated claims that we have nothing to do with the other Chuck E.Cheese locations and refusal to take ownership of the issue made the experience even more frustrating. The offered resolution was presented in a way that felt dismissive and degrading.
  
  Requested Resolutions
  
  1. Compensation:
  A refund of the $129.99 paid for the Gold Pass as compensation for the poor customer service and distress caused.
  Retain the full benefits of the Gold Pass for the remaining two months,allowing my children to enjoy the 250 daily plays as originally intended. 
  Additional compensation for the emotional distress caused to my children and me due to this incident.
  2. Staff Accountability:
  A thorough investigation into the actions and behavior of the staff involved.
  Appropriate measures, including retraining or disciplinary action, to ensure this does not happen again.
  3. Improved Processes:
  A review of your customer service protocols to ensure consistency and professionalism across all locations.
  
  My family and I frequently visit Chuck E. Cheese, but this experience has left us deeply disappointed. I hope to see prompt action taken to address these concerns. Please feel free to contact me at ************ or ************************ to discuss this further.
  
  Thank you for your attention to this matter.
  
  Sincerely,
  ****** *******
  **********************************
  ******************
  
  
  Thank you kindly,
  
  ****** *******
  ************** 

  Customer response

  12/12/2024

  I am rejecting this response because:   

  I never received a response back regarding the address where the check would be sent. 

  Business response

  12/12/2024

  Hello Ivorie,
  
  We received your BBB response. Your check was mailed to the address provided in your below email (the address on ****************). It was sent via *** Ex, tracking # **** 8084 6657, and was delivered on Wednesday,December 11th at 10:25 AM.
  
  Thank you,
  
  ********
  Guest Relations
  CEC Entertainment
  1707 Market Place *********************************
  phone:**************** 

• Initial Complaint

  11/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 11/22 my family and I went to Chuck E Cheese in ***********, **. We waited almost 2 hours for our food. At which time we asked for a refund on the food we purchased. A refund was unable to be made because we used a gift card for part of our balance and our credit card for the rest. We were offered compensation which didnt equal the amount we spent on the food. After several conversations with the manager I was very rudely told to speak with corporate and was given the phone number. The manager then stormed away into the back of the restaurant. As we were leaving I asked another manager what her first name was so I could give it when I called corporate. All the employees refused to give me her name. Saying that it was not information they could give out. No one wore name tags so I had no idea who I was speaking to. Overall it was an extremely frustrating situation.

  Business response

  11/25/2024

  Hello *****,
  
  We received your information regarding your recent visit to our Bloomington Chuck E. Cheese. We apologize for any inconveniences this has caused and assure you that your issues will be addressed promptly. Please email us a copy of your receipt. If you no longer have the receipt, please provide the gift card number you used for the transaction. Once we receive your information,we will be happy to assist you further.
  
  
  Thank you,
  ****
  Guest Relations
  CEC Entertainment
  1707 Market Place *********************************
  phone: **************
  
  
  

• Initial Complaint

  11/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Chuck E. Cheese is restricting my use of official gift cards, so I cannot redeem the value in the way that was advertised.The Chuck **************** app offers the option to use gift cards to pay for a mobile food order. However, it does not allow the use of multiple payment methods in a single order. I purchased two $25 gift cards, expecting to use them on a special deal in the app. However, I was disappointed when the app rejected my gift card. Contacting Chuck E. Cheese support afterwards, they simply stated "Unfortunately, you are not able to use more than one form of payment in the app" and did not offer any help. This restriction is stated nowhere in the Chuck E. Cheese app or online gift card policies.Chuck E. Cheese must grant me the full $50 for use in the Chuck E. Cheese app.

  Business response

  11/07/2024

  We apologize for any inconveniences. Unfortunately, as stated, our app only has the capability of accepting one form of payment. There is not an option to use two separate gift cards in our app. You can use one gift card as your total form of payment in the app, or you can use your gift cards for an in-store purchase. There is no way for us to override this for you. Again, we apologize for any inconveniences this has caused. 

  Customer response

  11/17/2024

  This is not acceptable.  As I stated before, this restriction was stated nowhere in the gift card terms of service (see attachment), therefore it is unfair to impose it upon customers.  Please offer a way for me to use the gift cards as advertised.  Perhaps you could transfer the $25 from one gift card to the other so I will have a single $50 gift card to use?
  

  Business response

  11/19/2024

  Hello,

  
  Unfortunately,we are unable to combine the balances from two separate gift cards into one.While I understand this may be frustrating, our system currently does not support the transfer of funds between gift cards. However, I want to assure you that you can use multiple gift cards in a single transaction in-store, which might help you complete your purchase without any issues. Again, we apologize for any inconvenience this has caused. 

  
  

• Initial Complaint

  10/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I went into Chuck E. Cheese in Aug they had the information about the play pass, which I told the cashier I was interested in enrolling into the yearly membership. I paid and then they didnt even know how to set it up which I later figure it out. (Imagine sitting there with yelling kids for 40 minutes) so then this past sat I told the kids we was going to waste time got there and my stuff was gone to find out I had to enroll again (guess they signed me up for a 2month pass) I made a complaint to guest relation who said oh well you enjoyed two months that the year started 19th I signed up the 18th but the advertisement was out for the year. Excuse me Im thinking Im two months into this contract which I had to figure out once again but did it myself this time and not with the cashier. So pretty much my contract started this Sat so instead of Aug it goes to Oct and the money lost with the ***** payment. I would like the months credit from my initial payment. My account was screwed up because I gave them my number and signed up with ***** so I had to make a new account at that and lost everything as well. Its just a mess and they should have someone who knows about this and have something to set someone up , I was told by guest services you can only do it online but when you ask the cashier they should be trained on this pass if they are adverting it and have a way to enroll at the register or told you cant enroll at the register

  Business response

  10/24/2024

  Hello *******,
  
  Thank you for reaching out and sharing your concerns. We sincerely apologize for the frustration you experienced during your recent visits. We understand how important a smooth experience is, especially when managing excited kids. However,after reviewing your account, we must clarify that we cannot issue a refund for the 2-month Fun Pass. Our records indicate that the pass was redeemed multiple times, and with just two visits, it effectively pays for itself. Unfortunately,payments for the 2-month pass cannot be applied toward a monthly Fun Pass.
  
  We recognize that there were issues with your initial enrollment and subsequent account confusion, and we are actively working to ensure our staff is better trained on our membership options. We value your feedback, and we are committed to improving our processes to provide a better experience for all our guests.
  
  Please reply to this email with your mailing address and we would like to send you some Guest Passes for you and your family to use toward your next visit. Each Guest Pass will include a large 1 topping pizza, 4 soft drinks and game play. We hope you can come back to any of our Chuck E Cheese locations and have a much more pleasurable experience.
  
  
  Thank you,
  ****
  Guest Relations
  CEC Entertainment
  1707 Market Place *********************************
  phone: **************
  
  
  

  Customer response

  10/27/2024

  I have reviewed the business response and accept this resolution. 
  

  my address is ******************************************************************;

  I understand but also have to look at what I have paid for and now Im paying a extra two months that is like 120 (taking the 120+60-60 I added the sixth and took it off because like I we agree I did use the two months but it should of been 60 dollars. So now Im out 120 **** pretty much so all I can say is lets

  see what they passes equal up to.

• Initial Complaint

  09/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We booked Ultimate Party packages..I spoke with the manager on 9/25, she asked what 7 pizzas confirming I was getting the ultimate package. We confirmed for 22 kids and the birthday girl.Upon arrival, the party host sat in a booth started very late and took us long.- only 4 pizzas.- No staff knew how to access any paperwork - event manager was combative, was not assisting the party host.-ChuckE did NOT come out at 6pm -6:45pm we were all seated waited for the birthday show. Nothing happened.-8 dippin dots were dropped at the table.had paid for 23 kids.- cake was not taken out and the host offered to pay this out of her own pay. It was extremely uncomfortable.- pizza did not come out and it was now 7pm.- After the kids sat for 20 mins waiting to sing happy birthday they missed that time of play.- From there it got worse.- The cake came out but no knife for another 15 mins.- The party host tried to make a deal saying she was paying for the cake and the manager gave us $53 off.- While we were trying to sort this all out the birthday girl was miserable as her parents were annoyed.- Guests began to leave do to the lack of organization. - They let without ticket prizes or party bags.WE NEVER RECEIVED - 2-slices of pizza per kid- missing- Goody bags! Only got 8 not 23 - Dedicated party host- was nowhere to be found most of the event. As no one was helping her.-Ultimate Prize Upgrade- as you can see from the receipt we were given 23; 100 NOT the 500 contracted - Dippin Dots Ice Cream only got 8, not 23 - Ticket Blaster Experience NEVER HAPPENED!! They did not let her go in. - Double Tickets! Again did not get the experience - Ultimate Star Bonus Upgrade - Chuck E. Cheese Tote Bag- never ****** shows a total of $873.77, which is the $37.99 per kid for 23 kids.However, as you will see, they then charged us for the pizzas. Arent the pizzas included in the package? And the birthday child should have been free for a total of 22 kids.

  Business response

  10/01/2024

  Feedback was shared with the ************************* A refund was approved and successfully issued for $500. 

  Customer response

  10/03/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  09/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We had a party on Saturday for our daughter at Chuck e. Cheese between 3 to 5. My party were mis treated and harass at Chunkie Cheese from management staff. Our party was the 2nd to be seated and the last to get fed. We received our party trays between 4:38 and the fries and chicken came at 4:45pm. Shortly after that we were asked to leave our table at 4:55pm.I was completely humiliated and embarrassed in front in my entire party that was still eating. I asked to speak to a manager however he was beyond incompetent to lead his staff successfully or this would have never happened. By the time I came back to my party table my guests had cleaned up and moved my party to random smaller tables. There were strangers sitting by my daughter's gifts and cake. After being told to move a party coordinator came to my table and asked me to go to the front and pay rudely. He than stated I didn't have the party that gives those things however I did . I I told him that were not giving party bags or the Chuckie collectible . This staff was completely unprofessional towards me and my party's. I can't believe this is Chunkie cheese cooperation. I would like a full refund for the mis treatment we encountered. We didn't not get all that we paid for and was completely humiliated. I reached out to the store manager and guest services. However I no one responded to me. This store is racist and they discriminated against my entire party were . I was charged for things in my party that I did not receive. I would not recommend this to people of color. I would like a refund for the mistreatment towards a black family, unprofessional service, the lack of service, not receiving the party bags during the party while the kids were there, not providing our party tote and collectibles Chuck e cheese item and last but not lease being harass to pay while I was still eating from the party coordinator and him telling me my party gets nothing . I had the most expensive party option, the mega fun plan.

  Business response

  09/25/2024

  Hi Kalicha,
  
  Thank you for taking the time to email us about your recent birthday party experience at our Parma Chuck E. Cheese.  We apologize for your inconveniences and assure you that your issues will be addressed promptly.  We set high standards for quality service at each of our locations and your feedback is very useful in ensuring quality service is delivered.  Your feedback has also been shared with our ************************ to address these issues with the Management and Staff immediately.
  
  The District Manager has approved a refund on your party bill. We are attempting to issue the refund to your MasterCard, however, the refund is declining. Do you have your card locked by any chance? If not, then we will need to issue a refund check in the mail instead.
  
  Are you also able to provide your confirmation number for the reservation?
  
  Again, we would like to thank you for your time and bringing your concerns to our attention.
  
  ********
  Guest Relations
  CEC Entertainment
  1707 Market Place *********************************
  phone: *************** 

  Customer response

  09/25/2024

  I have reviewed the business response and accept this resolution. I wish for a check to be mailed to my home . Kalicha ***** and my address is ************************************************** 

• Initial Complaint

  08/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Chuck E. Cheese sold a summer pass for $50. The pass allows you 40 points per day and you can play arcade games and win tickets. I purchased the pass on July 21 . The tickets used to be between 7-20 tickets per game and can be exchanged for prizes (Chuck e cheese values points at $0.01 each) Chuck E. Cheese has decreased the number of tickets you win 3 times in the last month. For example on one game for the same score I used to get 23 tickets, the. 21 tickets, 10 tickets and finally 5 tickets. This means I get 25% of the tickets I used to. This is similar for almost all games at Chuck E. Cheese and you now get 25-50% of the tickets. This decreases the value of the pass by at least half. Since the value is not the same I am asking for a refund of half my pass ($50 cost)

  Business response

  08/30/2024

  Hello Usha,
  
  I understand your concerns and appreciate your feedback regarding the Fun Pass. The value of the pass is indeed based on the number of play points rather than the number of tickets won. This is because the play points are the primary measure of the pass’s value, and the number of tickets won can vary based on several factors.
  
  I recognize that the fluctuations in the number of tickets can be frustrating, and I apologize for any inconvenience this has caused. Unfortunately, we are unable to issue a refund based on these fluctuations, as the pass's value is tied to the play points rather than the ticket count.
  
  Again, I thank you for bringing your concerns to our attention.
  
  Thank you,
  Lara 
  Guest Relations
  CEC Entertainment 
  1707 Market Place Blvd, Suite 200 • Irving, TX 75063
  phone: 1-888-778-7193

  Customer response

  08/30/2024

  I am rejecting this response because:   The value is in play points and tickets. That was part of the appeal of the pass. CEC has materially changed the tickets to as low as 25% of what is was when the pass started and that is a material change that I did not sign up for. CEC can not solely base the value on its own interpretation.  The value that I purchased it for was play points and tickets

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Yesterday I had a party for my one-year-old God Daughter at Chuck E Cheese in *********, ** and it was nothing like the previous parties I paid for in ****************, **. I normally don't use this location because in the past it wasn't safe but I heard good things from a friend and gave it a shot. It was the biggest mistake I ever made. Our host was some young girl with braids. She never told us her name I'm assuming it starts with an L because she was wearing a gold necklace with an L on it. She left the cupcakes and smash cake out on the table, I had to go get her and ask her to put the stuff in the fridge she was behind the counter in front of the register. When she came and got the stuff she was so busy with her phone the cake tilted and smeared all over the container. She asked me about what kind of pizza I said I wanted and I said two pepperoni and cheese. I ended up with one pepperoni and cheese and one cheese pizza. Then she came back and said the birthday celebration was about to start never said to gather the children or pause their cards. She sat the dipping dots in the middle of the table with the cupcakes and walked off. No interaction with Chuck E. Cheese or anything. I took pictures of the container and the cake cutter gloves and everything is untouched. The next party came and their host was attentive the whole time to the point Chuck e Cheese came to my table and I had to tell him he was at the wrong party our host didn't host us she left us on our own. And the other party host was right there telling him this was my party right here. That location was a first and last for me. The salad bar was trash, the chicken wings are supposed to feed two that's not possible. Then the trampoline area had to be paid for separately nobody explained that to me either. Very unprofessional I do not recommend. I spoke with the manager briefly about giving my son dipping dots because she didn't bring enough and they were melted.

  Business response

  08/27/2024

  Hi Shantoria,
  
  We received your information regarding a recent visit to our ********* location. We apologize for any inconveniences this has caused and assure you that your issues will be addressed promptly. Unfortunately, we were unable to locate a reservation under your information. Are you the person who booked and paid for the party?
  
  
  Thank you,
  ****
  Guest Relations
  CEC Entertainment
  *****************************************************************************************************
  phone: **************
  

  Customer response

  08/27/2024

  I am rejecting this response because:  I did book and pay for the party with my debit card. I just put my God daughters mom name on it because her family didn't know my name or what to say when they arrowed. With my phone number **********. If you look under my email ******************** you'll see I've had several parties of the years at the **************** location from ******* and *****.

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