Life is full of tests, and customer service is no exception. On December 15, 2024, at 2:30 PM, I visited this arcade with my little brother to enjoy the weekend. Initially, I purchased tokens using Apple Pay, but the payment didn't go through. The charge was $5.25, and after quickly checking my bank account, I saw no transaction. While I was verifying this, the staff member working at the time reassured me that their company does not "rob people of their money." I understood the situation and politely asked to wait five minutes to confirm the charge.
As I turned to leave, I overheard her laughing with a co-worker, saying, "He thought we tried to rob him." I found this comment unprofessional and rude. It's reasonable for customers to be concerned when payments don't process due to issues like Wi-Fi connectivity.
After five minutes, I confirmed that no charge had gone through, so I tried purchasing the tokens again. This time, everything worked, and my brother and I enjoyed playing a few games. Later, I attempted to buy another set of tokens, but the payment failed again. A different worker assisted me, trying multiple ways to resolve the issue. When I received a notification that my card was charged but the machine didn't register the payment, he kindly gave me the tokens and said to enjoy the arcade while waiting to see if the charge processed. I appreciated his patience and understanding.
However, the first staff member returned while my brother and I were playing air hockey, asking if the $5.25 charge had gone through. When I said it hadn't, she insisted I check my bank account right there in the middle of the game. I told her no, but five minutes later, she came back again--this time with a receipt, asking if my VISA number matched the one on it. This level of persistence was completely unprofessional and made the experience uncomfortable.
Despite this, my brother managed to redeem his tickets for a prize, but the overall experience was frustrating. For a company that claims to "not rob people of their money," their approach left much to be desired.
First and last time I walk into this arcade. read more