Terrible experience at this location followed by an even more terrible customer service response. When getting checked in, we were overcharged 5 dollars on our bill. This was the least of our issues. The entire time we were there, unsupervised kids were following us around and physically getting in front of our kids, stealing their games after we swiped our game cards. They were reaching over my kids, pressing buttons and maneuvering joysticks. They grabbed the skee balls and threw them in random directions. When my child was in a tube game, one of the kids was trying to push my husband out of the way to get inside and steal another game. We decided to end our trip prematurely due to low staff and zero regulation. The only regulated space was the trampoline area to be clear. When my kids went in the trampoline area, the problem kids were seen climbing up and inside machines/equipment. They threw basketballs on the floor and left them. The staff, in short supply, seemed to float around the establishment with no set place to be. This is relevant because when we went to try and collect the 2 cotton candies our package included and perhaps trade tickets for a prize, no one was at the prize counter for over 10 minutes. We watched 2 employees checking in a large party of people and decided to leave empty handed. When I sent an email to guest relations about how frustrating and unenjoyable our experience was, they responded with a disingenuous apology. They offered 2 guest passes and my 5 dollar overcharge to be refunded. They wouldn't even reimburse the 2 cotton candies we didn't get. I get the impression Chuck E. Cheese does not care about their customers and will handle complaints like customers are trying to swindle them out of free stuff. In all honesty, there should be staff stationed all around the store. Should there be problem children, it should not be my responsibility as a guest to find the parents and have confrontations with them about their children. Staff should issue warnings for breaking rules and then persistent problem families should get asked to leave. There should also be assigned stations and structure for employees so areas like the ticket counter will not be neglected. Personally, I think there should be security in case parents become hostile over being asked to control their children and to address abuse like I witnessed in the parking lot. The solution to this horrible day we had was an insult. Obviously I wasn't planning on returning and they offered me guest passes. Do yourself a favor, forget Chuck E. Cheese entirely when planning a family outing. read more