We reached out to the owner to explain our dissapointment and to see if he can find a solution. This is how he responded to us;
To Whom It May Concern;
My other half and I booked at your location for the first time yesterday and we were hugely disappointed with your staff!
When we arrived, the lady who helped us (with blond hair) spent over 10 minutes discussing what we couldn't do (including utilizing our phone's flash); yet, in the beginning of the 1970's prop, you needed to utilize your phone for the trash can. We wasted time figuring that out, since we were told not to utilize our phone. We didn't know until we finally had to ask for a hint!
We didn't receive any type of introduction to this prop; what the prop we selected was about or what we needed to do (the fantasy). Other escape rooms provide this.
Also, another very non-pleasurable experience - the employee spending ten minutes, telling you everything you are not allowed to do. In other words, discussing every previous bad behavioral trait, from your previous customers. Example-three-year-old chewing on wires and for us not to do this. Mind you, our group consisted of two 50 plus year olds, one 14 and one 17-year-old. Now why do we need to know this information and to tell us not to damage wires???
It's a complete put-off (!!) listening to what an establishment didn't like about what the previous customers did; and utilizing 10 minutes of the 60 minutes you paid, telling you what not to do from those past experiences. That is the same as you walking into a Walmart to go shopping, and the employees make you listen to what every customer did wrong, telling you not to do this before you can shop. You would say, forget this and walk out.
Second, the entire staging area was dark and you needed a UV flashlight for two out of the three staging areas; yet, we were only provided two. This was terribly cumbersome, since our group of four had to rotate utilizing two flashlights. Everything became lost in translation, since half the group couldn't see any of the clues. By the time we rotated utilizing the flashlight, we already forgot what we originally saw. (BTW, we did ask for more flashlights but was told on the loud speaker that you didn't have any more). We are paying this type of money per person and you don't have the major prop that helps see the clues???
Thirdly, we didn't receive any type of notification that our time was almost up. The two ladies just opened the door and said our time is up. Mind you, they wasted 10 of the 60 minutes with complaints about the previous customers
This was by far the worse customer service I have ever experienced at any Escape room!!! If this was my first time visiting one, it would make me never want to visit another escape room again. I haven't provided this type of feedback online (google) because I'm currently waiting for this to be rectified by the owners.
Terrible experience
the owner's response;
My partner just showed more of the email I missed regarding leaving this information on Google, that's ok, I will respond accordingly to that. Our game masters are well trained and we are very proud of them, we have received 40 5 star reviews in the last two weeks alone.
To call our location the worst customer service you've experienced leads me to believe this a common response you have to small businesses.
Let's see:
1. You showed up and got greeted by our lovely staff and your upset because you got instructions that thousands and thousands of our groups have received the same way without issue or complaint.
2. We didnt provide you with custom items for the game at your request, that's not how an escape room works, all items in the game worked and was there to find accordingly.
3. Your time ran out and no 10-minutes was not used in instructions, as they told you in the instructions (I reviewed on video) your time doesn't start until you go into the room.
4. They said don't use your cellphone flashlight and the game asked you to use your camera flash, hence why we can't have the sensor disrupted by a cellphone flashlight, again, never a complaint from another group regarding any of this until we just received your email.
We reviewed this and are happy with your service, it's as we would expect it to be.
Sorry our small family owned business didn't meet all of your random demands.
Happy New Year.
Adam T.
**Our reply to Adam;
Again, review how your replied, you take no responsibility what so ever so in that case, I will provide my feedback and yours to my credit card company and dispute this transaction.
You also did not have 2 flash lights in each room; the last room didn't have any flashlights so that is a lie. I understand that it is a horror scene but a UV flashlight is needed when the clues are hidden.
His reply back to us
You should be ashamed at your behavior, on the bright side there is still plenty of time to mature, our fingers are crossed for you. read more
