Interskate Roller Rink — Attraction in Lewisville

I just had the most bizarre experience with someone who said her name is Melissa. My daughter had her birthday party on December 7 of this year, and everything went pretty well. We had no complaints or issues. The package I purchased (Gold) was supposed to include goodie bags for each of the kids. This was a big relief for me, as I usually make my own goodie bags, which is both pricey and time-consuming.

The party ended, and the following morning, I realized that we never received the goodie bags. I was disappointed, as the fee I paid included them, and I needed this to be resolved. I called the next day (12/8) and spoke to a young man who was polite but informed me that the person I needed to talk to wouldn’t be in until Monday between 11 a.m. and 4 p.m. I said that was fine and that I would call back.

I ended up getting busy with work and called a couple of days later (12/12) during the time I was told to call. However, the person on the phone told me again that the person I needed to speak with was not in. This time, they wrote down my information so someone could call me back. I called again the following day to see if I could reach the person who was supposed to help, and I spoke to a nice lady who claimed to be the person this review is about. She also said she would write down my information.

Today (12/16), after not hearing anything back, I decided to write an email in case the person I needed to speak to wasn’t getting the messages that I had called. I sent a polite email, as I had no bad interactions with the skating rink up to this point, and explained that we never received the goodie bags. I requested reimbursement for that portion of the payment.

I received an email back within an hour saying that I had only called once, according to their notes, and that they could mail me the goodie bags. This felt unreasonable, considering the party was already over. I’m not going door-to-door to deliver goodie bags, especially since some guests were from out of town. Instead of responding to the email, I decided to call and clarify the situation.

When I called, a lady who said her name was Melissa answered the phone. Before I could say a word, she told me I had called multiple times and accused me of making it seem in my email like no one was answering the phone (which wasn’t true). She also said the person I needed to speak to had just left. I tried to clarify that I never claimed no one answered my calls, but Melissa would not let me get a word in. She repeatedly told me someone would call me tomorrow.

When she finally paused, I tried to ask a question, but she abruptly told me she had an important call to take and hung up on me. This interaction was shocking, as I had no prior issues with the staff.

I explained the situation to my mom, who had helped me plan the party, and she decided to call to see if she could get any answers. When she called and mentioned the party, Melissa immediately became argumentative. Melissa kept repeating that someone would call us the next day and that she couldn’t do anything about it. My mom asked if we had done something wrong, and Melissa said no but then went on another rant about how we’d get a call tomorrow. She then hung up on my mom, too.

At this point, we were both shocked and couldn’t understand where this energy was coming from. My mom tried calling back, but every time she called, someone would pick up the phone and immediately hang up.

I never write reviews, but this experience has been insane. This wasn’t even a major issue—just a simple request for partial reimbursement for something we didn’t receive. The way we’ve been treated is absolutely ridiculous.

I don’t make accusations without receipts, so I have attached photos of my calls...

We have been to this establishment many times but no more! This is a classic example of poor management ruining a business with a lot of potential. First let me say, This place is extremely dangerous! There are NO WALLS surrounding the rink. This allows children to enter and exit at anytime, right in front of fast moving people who cannot stop in time. Imagine running your car through a red light in front of oncoming traffic. At times, I am fairly certain there are more people in the building than the fire code would allow, its that crowded. I allowed my children to bring a friend, she was involved in this very scenario and broke her wrist in the fall. I had to bring this little girl home and explain to her mother what happened. This was not a pleasant experience. Secondly, while the staff is friendly an try to make the experience pleasant, the owner or owners wife I assume (Joann) is quite the opposite. My children and I have had numerous issues with bullying and other inappropriate behavior which has been simply ignored at times and seemingly approved at others. Her attitude is very displeasing and appears to be "it's my place so I do what I want". While this may be true, the customer and their satisfaction should be the goal of all businesses. I have had conversations with many of the employees who all apologize for her behavior but their "hands are tied" and only stay because they need the work. This is a warning to all potential applicants as well. Anytime I mention her behavior to friends or acquaintances, they all have had similar experiences with her. This is my first online review, I generally just let the business fail on their own. I felt strongly enough about this particular business to go ahead and write this review. In closing, unfortunately for them, Interstate will never again see a dime of my money and anyone I speak with about it will be strongly persuaded not to let their children attend. I am 100% sure if there were another skating rink within a 10mile radius, this place would be empty, its that bad. I will make the drive to Grapevine! Also, go to the restroom before you attend! 500 children using the same toilet tends to make it less than desirable when needed. Thank you for reading, I hope this helps someone else avoid the poor experiences...

Please read before you book a party or frequent this establishment! Joann is very rude and uses racist verbiage! I booked and paid a deposit for a private party. I was assured my date was available by Pam and then transfered to Joann to complete the payment which secured my date. Joann also informed the day was available and charged my card for deposit. 6 days later I received a call that they had my email address incorrect and wanted to verify the correct email to receive my confirmation. They updated my email and sent me a confirmation email for my selected party date. 1 hour later I received another email saying they have a discrepancy with my party date. Again this is 6 days after charging my card and assuring my date is correct and 1 hour after receiving my emailed confirmation. I spoke with Joann who was very rude and insensitive from the minute she started talking. Simply telling me they double booked and will refund my deposit. Of course I had several questions being this was booked for my 40th birthday and invitations had been sent, guest traveling from another state has made arrangements, and deposits to my vendors had been made. All of which I explained to Joann who in turn laughed and said she doubts I paid vendors. I was so upset I ended the call by letting her know I will research my options. My professional event planner contacted Joann to understand how they made the decision to cancel me instead of the additional person they booked. Joann immediately gave her attitude. She advised she doesn't have to explain anything. Joann then used racial rhetoric and hung up. This situation now has me without a venue for a celebration. I understand human error happenes but it should not take 6 days and a sent confirmation to realize this mistake. Also the staff should not be rude and insensitive when they are the ones who...