Emerald Lanes — Attraction in Eugene

PSA: Do not go to Emerald Lanes if you have a 1Pass. I've been going here for many years and I've never had such a terrible customer experience until a few days ago. The tall employee with the hat, dark glasses and beard (mentioned on several reviews here) is literally the worst customer service person EVER! I'm going to call him Mr. Mean Guy (or Mr. MG for short). I've never experienced such rude and disrespectful service in my life. Mr. MG was an exceptionally terrible. You can tell he clearly doesn't like working there. Usually, it's younger high school kids helping us at the front desk and they've always been kind and respectful. But the two old dudes (Mr. MG and old bald guy) can care less how they treat you as a person. He was very condescending when talking to my friend when we were trying to get a 2nd game started for our kids. I stood up for her and was arguing with him because he was refusing to give us an opportunity to play a second round on our lane when we had plenty of time left. He kept saying that he needs the lane by 5pm (1pass deadline) and I didn't see an issue because we had an hour left to play with only 3 bowlers. He was yelling at me in front of little kids and treating my friend (who speaks English as a second language) very rudely. Mr. MG finally relented and let us get a second round. We finished the game before 5pm with plenty of time to spare! Turns out my friend goes bowling weekly, and she said Mr. MG always talks to her that way. He is very short when you request for some help, he rolls his eyes, sighs, and talks to you in the most patronizing way. He yells at the kids. When we were bowling, my friend's daughter had her bag on the floor. When he walked by, he kicked her bag aggressively towards us and yelled "you need to pick this up!!" I can't condone this kind of behavior. I called the manager about his actions and attitude and the manger said he would "discuss it with him." The management clearly doesn't care because Mr. MG still works here and I've seen a few negative reviews that goes months back of him screaming at kids or being rude to others. Emerald Lane, if you want to keep your loyal customers then fire that fool and let the kind High School Students work the front desk. Warning: Stay away if you see a tall man with a hat and dark glasses...

We were there Friday night for a birthday. Older gentlemen (employee) wearing hat and glasses was an absolute nightmare. He was yelling at people left and right. He was screaming No at the top of his lungs at babies! Never once did he change his tone no matter the situation. He was yelling at kids who needed help because their balls got stuck. Telling them “can’t you see I’m busy?! I’ll get to you when I can now stop!” He has absolutely no customer service skills what so ever! He yelled at me because I wasn’t sure how many people were going to be bowling but wanted to get on a wait list cuz it was really busy. I told him we would need several lanes. He said he wasn’t going to put me on a list if I didn’t know how many were bowling. I asked how many people to a lane. He said 5-6 so I said ok we will probably need like 4 lanes. He said not without telling me how many are bowling… Thankfully the younger kid at the table took over and got us taken care of. The night manager in the concessions was AMAZING! Never once complained or lost the smile on her face even when she was super busy! The night manager(bald older man) that was on the bowling side, did not seem to care that his employee was a complete jerk and treating customers like a total inconvenience. I spent over $300 for bowling for our group and can honestly say I wouldn’t go back if that employee is still there. The young man working the counter with him was a sweetheart and was trying to take care of everything so that guy would stay away. The fact that this kid had to try to intercept all the customers before the jerky guy could piss anyone else off..The jerky guy should be fired and work far far away from any customer service job. I hope the owners see this and do something about it. We have been going to emerald lanes for years and never had this...

I frequently take one of my special needs individuals there and about half of the time it's great. The main reason I gave only 3-stars is because half of the time the guys at the desk are awesome the other half...some of them are very rude. Don't get me wrong...I don't expect them to give a ton of free games away but as a Direct Support for a special needs client, they give us a free shoe rental but charge us for each game we play and my client has a 1PASS so they get their shoe rental and 1 game for free. We've gone there 1-2 times per week all summer long so that my client can get the exercise and community inclusion he needs and of course I always identify myself as this individuals DSP so the staff at the counter knows that I am working with my client to help them meet their social and community goals. Several times they have included 1 game for me for free because they know that is what is included in my clients 1PASS and they know that it's more enjoyable for my individual to have someone to bowl with. Several of the other times other desk staff has charged me. This is not the main problem I have...I take issue with the delivery of what they said when I've asked "why is it that sometimes I get the game for free and other times I get charged? I figured you guys would have a standard policy about that" and the response I received was very rude. "Well consider yourself lucky then because we already give you the shoe rental for free and that should be enough. We aren't in this business to give free handouts to everyone who wants to bowl for free." I was appalled by that reaponse. Otherwise, I do prefer this bowling alley over the others...