INBLACK Escape Room - Unionville — Attraction in Markham

I am writing to express my deep disappointment regarding our visit to your establishment yesterday. My friends and I paid $500 to participate in the 4th-floor escape room at markham location (12 december, 2024 at 4:45 pm) under the name of Lakshya, a considerable amount of money that we were excited to invest in what we believed would be a fun and immersive experience. Unfortunately, our visit was ruined by an incident that was handled in an unprofessional and unfair manner.

Barely 20 minutes into the game, we were abruptly interrupted by a staff member who accused us of “breaking the elevator” – a wooden structure in the escape room that we assumed was a normal door, as there was no clear signage indicating otherwise. The design of your room did not make it obvious, and as escape room participants, it is natural to interact with the elements provided in the game.

Despite our explanation, your staff rudely stopped the game, refused to resume it, and denied us both a refund and the opportunity to reschedule. We waited outside for hours, hoping the situation would be resolved, only to be told the issue would not be fixed that day and that we would not receive compensation. To add insult to injury, we were asked to pay for damages to a prop that was not visibly broken and appeared to be a misunderstanding of game mechanics rather than negligence on our part. The manager blunty refused us to talk to manager.

This experience has left us feeling frustrated, disrespected, and unheard. As paying customers, we expected a professional and enjoyable experience, but what we encountered was poor communication, rude behavior, and a complete disregard for customer satisfaction.

We strongly urge you to reconsider your decision and offer a resolution that reflects your commitment to your customers. Specifically, we request either: A full refund of the $500 we paid for a game we could not properly experience. A rescheduled session for the same room, free of charge.

We believe this is the least that can be done to address the inconvenience and poor treatment we endured. If this matter is not resolved satisfactorily, we may have no choice but to escalate the issue further.

We hope you will take this opportunity to show that your business values its customers and is willing to make things right. We look forward to your prompt...

I had intended to visit this escape room for Valentine’s Day with my Fiancé, after booking a room, I did not receive any email/text or even a confirmation on their website. After calling to confirm that my transaction went through, they informed me that the booking was full and that they had me booked for a different date/time. I asked to switch to the intended time but they could not. Since I made the transaction only minutes before, I asked if they could refund my money, to which they straight up said no. A few minutes of discussion later, the lady on the phone refused to refund my deposit.

Either this business is unethical, or just ignorant to good business practices, but either way they are losing. My deposit of $62.15, which was not returned, is not nearly worth the potential revenue that I would have brought them from this one visit, plus the future visits from my fiancé and our friends.

This business’ archaic philosophy of holding customers deposits shows their lack of customer service, their lack of common sense and the disregard for decency.

If this deposit was made days or weeks prior and my booking prevented another customer from picking that time, I would at least understand from a business point of view why it would not be refunded, but this mistake was caught within 5 minutes of the transaction.

When I see shady business practices happen like this, it makes me question the integrity of the business as a whole, are they a legitimate business or a front for something illegal? Could they be selling my personal information to a third party for theft purposes?

If I was the business owner or even manager, I would, upon reading this, reach out to me and try to resolve it fairly. But as of this post, it has been 2 days without contact.

If I were considering using their services, I would recommend paying in cash and not giving them any personal information that they could potentially...

My fiancé had intended on booking an escape room for us to do on Valentine’s Day and has booked one for us to do here the day prior to Valentine’s Day. The company’s website had the 13th and 14th highlighted as an option and we selected February 14. We were then prompted to pay a deposit of around $63 which we paid. We received no invoice or confirmation email/call/text of our payment or booking. My fiancé subsequently called the escape room to confirm our booking and was told it was scheduled for the 13th at 9:30pm — the same day he had booked it, just 30 minutes prior to the start of the booking. He asked that we schedule it for the 14th, they said no. He asked for his money back, they said no.

I subsequently called the escape room and spoke to one of their unhelpful staff at length who then, without warning, transferred me to another unhelpful staff who made me explain the situation all over again. This staff specifically told me she would call me back with a solution as she was going “to investigate” it further, without asking for my phone number. I provided her my number. She never called back.

This company obviously does not care about its customers and seem to be practicing shady business because what kind of business does not send out an electronic receipt of confirmation of service/booking upon booking? They refused to give our money back despite a website malfunction on their end. This company probably isn’t even legitimate and may possibly be a front for some other nefarious business practices. We have reported them to the better business bureau and flagged our banks for potential fraud.

10/10 DO NOT...