Altitude Austell — Attraction in Mableton

Greetings Ben Thomas (owner),

Happy Tuesday, sir. Yesterday morning around 11 a.m., my child and I went to your Austell location to enjoy a day of fun and excitement. My family has a membership, and so do several of our closest friends. Upon entry, Deborah the young lady at the counter was accommodating. My child was hungry so we ordered french fries and bottled water. I was told we would be notified once our order was ready. We went off to play and 20 minutes later, I realized there was no notification. I went up to the counter and Ms. Deborah was surprised that we hadn't received our order. She proceeded to go into the kitchen and came back to assure me my fries would be coming right out.

I retrieved my son and came back and sat down and witnessed several customers getting their food (fries, pizza, etc.) This wouldn't be bad if they hadn't come in Altitude after us. Upon entry, only 2-3 people were sitting in the food area... Now there are well over 10 patrons and everyone is eating or getting their food. I went back up to the counter and Deborah went back into the kitchen this time she brought the cook out with her... and pointed to me. The cook went back into the kitchen and brought food out for another three individuals. At this time (after hearing my VEGAN child complain that he was hungry), I decided it was time to request a refund and go to a nearby Chick-fil-A... For fries. This is when all hell broke loose.

While speaking with the manager the cook came out with the fries and walked towards me... I told him, I no longer wanted the fries I ordered 42 minutes ago. He turned around and went back into the kitchen. Seconds later, your general manager (Deborah and the manager told me his name is David)... Comes storming out with an attitude and proceeds to question why I don't want the fries. I told him I ordered the fries at 11:23 and it's now 12:07... Thus, I don't want the fries. His response with attitude, "it hasn't been over 40 minutes, but I'll make this one-time exception and give you a refund." My response was, 'This is my fault and you're doing me a favor for negligence?'. David, with more attitude, states, "I said I would make a one-time exception; do you want the refund or not?' Wow! Not only was my son standing right next to me but there were several people in line behind me, needless to say, this was an embarrassing and disrespectful moment. Not sure what your GM was going through in his life, but he brought it to work with him. I just wanted my $9.06 refund and he assured me that I was inconveniencing him and he wasn't putting up with it.

Instead of leaving a lengthy online review, I decided to contact you directly and to CC my Mrs. (who brings our child on a weekly basis)... To see how you wish to handle this unacceptable occurrence. As a business owner myself, I know we can't always control our employees, but what we can do is make sure we promote a healthy environment for our customers to the best of our ability. Thank you, for your time and energy Mr. Thomas.

This email above was sent to Mr. Thomas and the other two owners of Altitude Austell. Ben... responded with a low percentage apology and offered us a $20 gift card (to the game room). I responded with, a thank you... but that doesn't address the problem. We're looking for an apology from David (GM) for his blatant disrespect). We haven't heard back...

On the 17th of March, I attended a birthday party at the Austell location, and it was the most horrible experience I've ever had anywhere. Not only were they totally unprepared for the party that was booked. But the staff, especially the manager on duty Pria, had the nastiest attitude. They said they didn't know a party was scheduled', so we were thrown in a room with plates and cups and (1), yes one, pitcher of water for over an hour, for what was supposed to be a party of 20! The package that was chosen was $800.00 plus tax. It was to include a gift for the bday child, she did not get, play cards for each child in attendance, ( 20 credits each and each game takes at least, 7 credits). An icee for each child in attendance, we also didn't get. 4 pizzas and 4 pitchers of drinks. The other parties had a board at the end of the table with the bday child's name and Happy birthday, she didnt get that. The experience wasn't worth $100.00. We have 22 grand and great grand children so we have bday parties every month. Sometimes, twice a month. We sometimes frequent the same places because there's so many of them. But please believe we'll never be back here. I won't even get into the fact that more than one of the employees was rude!!!!! When you're dealing with kids and charging those prices, the very least you need to do is have great customer service. Word of mouth is real. I've been in cobb for 15 years, drove school buses, and have kids in elementary, middle, and high school. Trust, I know a lot of people! I will say that our host was very nice. She tried her best to accommodate being that she was the only host for such a big party. She definitely should have had another helping her. She was supposed to get off at 6, but stayed until closing to accommodate us. She apologized many times. She was thrown on the party and didn't even know the bday girls name. But was very professional with how she came to us. Last but not least, the entire establishment seemed to be being ran by children. That's not to say that there was no one over 21 running the establishment. But I will say a Gm, a party manager someone who knew what they were doing should have been there. They were not!!!!!! I called on the 18th of March and asked for a GM. I was told they were not there. I asked when they would be in and was told they didn't know. I asked if they had a schedule and was responded to with " yes, but I don't know if and when they will be in". I honestly thought that is what schedules were for. But maybe it's just me. My niece, whose daughter bday it was, eventually got an email from the GM apologizing for the experience and asked if and when she would be available to discuss what happened. She responded immediately, and as of the time of this review, she still has yet to receive that phone call to have...

Disrespected treated unfairly a waste of my time and money. Don't come here!!!! Upon arrival my family and I were disappointed. We originally booked a room the employee put the wrong day in for my son's birthday the general manager sent an email stating that we could have tables when we got in. We were under the impressions that the tables would at least be in a secluded area or that they would block off a section for us however they did not they put us front and center right where you walk in. I asked to speak with a member of management I talk with at least 3 managers one in fact was not a manager the other may have been an assistant it was starting in its before I got to speak with the general manager David. Is David came out he seem frustrated kennestone he didn't want to speak with me he was disrespectful and rude when he spoke to me talking about an email that he sent out that we received but not wanting to rectify the situation being that David was rude and not wanting to hear what I had to say I ended the conversation. One manager went in the back room shaking his head like we did something wrong when it was originally their mistake just because you sent an email now that doesn't mean that you solve the problem or fixed the situation we spent closer for $400 on booking a private room and were treated terrible I personally don't want to eat their food I'm scared they might do something to live it's not worth coming here we drove almost an hour away to get to this s*they ruined my son's birthday they want the time that we could have shared taking private photos in a private room in which they never gave to us or tried to fix anything this is the worst place that I have ever come to I've been to a lot of jump houses in Atlanta and I would rather spend my time in any other place than here don't come here don't be treated this way read the reviews David was very rude I'm happy that I stopped talking to her knowing that I deserve to be spoken to with no respect me back he really did treat me like he did not care I don't feel like he's a good GM at all 😞 and it really sucks because my child wants to continue his party we pay for something that we did not get terrible service let's talk about the service the service is offering service is terrible and I don't like being here I would not recommend this place do not come here please don't come here this is not a good place to have a birthday party they were on the book the rooms and you will be sitting in tables that you did not pay for which is not okay all I wanted to ask was for a secluded section since they overbooked their rooms and he did not want to listen it's awful this experience was more...