I am writing to formally express my frustration and disappointment regarding our recent experience at your store. We booked a birthday party for my granddaughter at 12:30 PM, paying $99 for one birthday child and five additional kids. However, upon our arrival, the store was in chaos.
I was incorrectly stamped with a separate party, and some of our guests were not stamped or given stickers at all. We were told we could not set up early, but that we would be seated at our table by 12:30 PM. By 12:45 PM, when most of our guests had arrived, we were still not seated. I approached the staff to inquire about our situation, but they were unable to locate my granddaughter's placeholder or party supplies, and there were no open tables available.
Eventually, I found my granddaughter's name tag and placeholder under a box of supplies. They then placed us at the end of another party's table, which made that party unhappy. We had six kids and eight adults crammed into the back corner with only six seats available. Finally, at around 1:15 PM, the kids were given their tags and allowed to play, but we had to rush through everything. The table we were seated at created further complications, as the other party was frustrated and it became difficult for anyone to move through our area.
We spoke with two different managers several times during this ordeal. They informed us that they had "overbooked" and that there was "nothing we can do," showing no willingness to resolve the situation or take responsibility. Additionally, three of our guests were mistakenly charged an extra $8 for the bounce house, which was supposed to be included in our package.
My granddaughter, the birthday girl, did not receive her birthday celebration or any of the promised features. We felt rushed and interrupted, even with our already delayed start time. Despite this, we were told we needed to leave by 2:30 PM. When we approached management about our concerns, they dismissed us.
To make matters worse, we were presented with a bill for $404.88 upon leaving. Given that we had paid $99 for the party and a $50 deposit, the final balance should have been $50--especially since we received no extras or upgrades. We even paid an additional $50 in cash for cups for the adults. I strongly believe that this is an attempt at fraud or theft.
I am extremely upset about how my granddaughter's birthday was ruined. The attitude of the staff, coupled with the disrespect we encountered from the guests of the other party, added to the negative experience. I am encouraging each of our guests to leave a one-star review on Yelp and to share our experience on social media.
I expect the management team to be held accountable for this situation. I would like a prompt response to the email or phone number provided, as well as a full refund of the deposit charged to my card (Receipt ID: 669129758904) for the party of Annalisa's 4th birthday.
This experience is particularly disheartening, as I chose Chuck E. Cheese because it had been a wonderful part of my own childhood and my children's.
Thank you for addressing this matter urgently. read more