My father and I have been league bowlers here for more than five years. We originally started bowling together after my mother passed away as a way to help him get out of the house and spend meaningful time together. During that time, we have been treated with exceptional kindness and respect by so many of your employees. Most of them know our story and have consistently gone out of their way to make us feel welcome.
Unfortunately, our experience with the manager, Ashley, has been very different. Throughout the years, she has rarely smiled or engaged with us in a positive way. Our interactions with her have generally been limited to pointing out something we've done wrong, such as forgetting to leave our water bottles outside. Her demeanor consistently creates an unwelcoming atmosphere, and she comes across as unapproachable.
Today's experience was particularly disappointing. I politely asked if we could be moved to a lane away from a young family because my father is 80 years old and is easily distracted by activity immediately beside us. This is a simple accommodation that other employees have routinely made for us during our practice games without hesitation. Ashley refused the request, despite available lanes, and did so in a manner that felt dismissive rather than customer-focused. When I asked again and explained the situation, she still refused. Frustrated, I used unkind words in the moment, which I regret letting her get the best of me. She then followed me to my seat, got in my face, and asked us to leave.
It is disappointing that someone in a management position, who is responsible for setting the standard for customer service, consistently demonstrates behavior that falls short of the level of courtesy and professionalism shown by the rest of your staff. We have always appreciated the welcoming environment your employees have created, which makes this contrast especially noticeable.
I felt it was important to share this feedback because we genuinely enjoy bowling here and value the many positive relationships we've built over the years. I hope this concern will be taken seriously so that all customers receive the same level of kindness and consideration that the rest of your team consistently provides. read more