Tenpin Bexleyheath — Attraction in London

We were really disappointed with our experience of Tenpin Bexleyheath. I've been coming here with friends since we were children (well over two decades) now and this was the worst bowling experience we have ever had. I doubt I'll be returning. I booked online for 10 people for 2 games on New Year's Eve. A little while later another friend let me know she was able to make it. I rang up Tenpin and was told that as I had a booked a group bigger than 6 we had automatically been allocated 2 lanes and as each lane could take up to 6 people, I did not need to pay in advance to add her on as we could technically fit 2 more people into our booking anyway to have 12 people instead of 10. Just turn up on the day. On the day we turned up with 2 extra friends. On checking in, the young woman at the desk told us we could not add 2 more people. I explained that I had rung up, was told this was fine and was told to just turn up. She insisted that this information was not correct and we could only have 10 people bowl. I asked why I had been told one thing on the phone and she was telling me something else. She proceeded to repeat that it was nothing to do with her and told me there was nothing she could do. This was really disappointing as the friends had travelled to be with us that day, so to have part of the group miss out on bowling was not acceptable when I had checked in advance. Eventually the woman asked me if I'd rung them directly or Tenpin. I told her I'd rung the tenpin number (which for the record charges a disgusting 13p a minute!) She replied, "Oh that's why. Tenpin can add people to bookings number-wise but we can't accept them here at Bexleyheath because we book according to time not number of people bowling." This seemed ridiculous, not only because the bowling alley is run by Tenpin but because it seems like the customer care people do not actually talk to/ have any idea what the actual Bowling Alleys themselves follow in terms of policy. Shocked and angry, I asked to speak to a manager. I was informed there was no one more senior than this woman, who seemed to be part time or a new member of staff judging by the little knowledge she had of procedure/ the tills and bookings. I do not believe for a minute there was not a duty manager, deputy or somebody in and am certain we were lied to to get us to stop taking further action with the matter. During the two games we had problems constantly with the second lane (lane 20) and our screen (above lane 19). First, our screen kept freezing and it also had a message scrolling round and round at the bottom saying "Happy 7th birthday Chloe" that hid part of our scores. When I brought this up at the desk I was told "Oh yeah, that keeps happening. It's broken. We don't know why no one can fix that". That we had paid full price and then couldn't see what was going on properly is diabolic customer service!! In our second lane, (lane 20) our friends had to keep getting someone to restart the pins as they would not appear or be collected properly. In the end we started to keep track of how much time was being lost. In total that group lost 20 minutes of our hour and a half bowling. With so much time lost, that group barely got half way through the second game we had paid for and it cut off on their 5th bowl. When I brought this up at the end, we were given no apology or explanation other than, "it happens sometime". It is absolutely unacceptable that having paid full price we did not receive either some of our money back, an apology or offer to fix the problem by moving lanes. Overall, our experience was awful from start to finish and we were not spoken to respectfully or received the service we had payed for. We left feeling let down, ripped off and purposefully deceived by Tenpin and the Bexleyheath staff. Considering it was New Year's Eve, this made it even more disappointed. If you want an enjoyable and effortless experience, don't use this bowling alley under any circumstances. Find somewhere that values your custom, is worth your money and treats...

I have never written a Google review, but I literally had to. I was so surprised about the other good reviews and maybe I got unlucky. My experience was atrocious. We queued to order soft drinks at the bar upon arriving and being assigned a lane. There was one lady serving, with a queue of about 20 people. We waiting 15 minutes and then arrived on our lane and the previous people, had left all there old food plates, half eaten, sauce smeared on the side. I am quite OCD but it was disgusting and had not been cleaned up, despite the 15 minute wait. I saw another guy reviewed the following "Was told lanes were ready, went over and there was the previous patrons half empty glasses, drinks, jugs, and food. Not enough people around to clean even though I did request a clean." So its obviously a constant issue.

We had ordered food as part of the package and it never arrived, I chased twice and nothing, we never got it. Again I wanted to make sure I wasn't going crazy and someone else reviewed "Waited 1hr and half for food preorderd in the deal." There was then a fire alarm, half way through the second game, which isn’t Tenpins fault, but some kids had set it off. Me and my partner never went back in and decided to head home, as the experience had been so poor.

I can forgive all of this but the final nail in the coffin was when I made a complaint to the customer services by email after complaining at front desk and being advised to email in. It said it would reply in 72 hours, but I had absolutely no response. I chased a week later and heard nothing. I then chased again two weeks later and still nothing. Its really quite poor to be honest and I just can’t recommend. It's not about the money, but the principle. I should be refunded for the food, or just even have a response from contacting there team 3 times.

Update 4 days later after being told it would be chased, and still not...

Dear Bexleyheath tenpin I have just got back from a visit to your place and I can day I'm very disappointed in everything to do with this day we ordered food as we was a 45 min early we was told 15 min wait but waited 30min for the waiter to walk out with our food only to take it away and say sorry it's not your food so my kids got up set as they was starving after watching all the other orders and ours come out then go back only to bring the food out after complaining of how long it was taking only to bring the same food out as he had brought out before I wasn't there as I had to get our lane which was on lane 14 on my return the food was cold as hell after sitting on the side for15 min but the kids had started to eat cold chips and burgers/hotdogs and the waiter got shirty and rude when I told her it's a joke and how discussing the service was but she was more then happy to take my money quickly. Then we went to the lane and there was no balls at all on the rack and all the lady said is go and get some so we had to walk up and down getting balls which is hard with a 3 year old in tow. The whole time was a waste of money, we don't go often due to money issues but being Christmas we went out. I think you to sort something out so my kids can have a good day with some hot food over £60 was spent today including the arcade which is the main thing they enjoyed!! Sorry but this did take the Mick and I'm so disappointed with the...