Kids Empire Olmsted — Attraction in North Olmsted

I would suggest NEVER going here. Especially later in the day. The young kid with the dark hair that was working on Saturday 7/13/24 with the yellow shirt was extremely unprofessional and rude. We showed up at 7:40pm. Everything was fine until about 9:11pm the music turns off then they play the “good bye” song. They close at 10pm so that makes no sense. The two men working proceed to stare us down the entire time while it’s dead silent since they cut the music. The older guy in the green shirt was rude about my brother riding the electric motorcycles WE PAID to use. Questioning if he unplugged it all rude when he didn’t even unplug it. These workers were clearly wanting us to leave early so they could leave. Don’t get a job some where that stays open until 10pm then. At about 9:54pm I tell my son we have to go and we start gathering our stuff. The young kid then SCREAMS across the entire room “WE’RE CLOSED”. First off extremely unprofessional. Secondly it wasn’t even 10pm yet. After they wanted to be rude earlier we decided we were in NO rush to leave till close to 10pm. The young kid worker in the yellow says we need to leave cause they want to leave. My husband then says “do we have a problem?” And the young kid says “yeah we do”. How professional right? Obviously this young kid should not be employed here working around kids. Then we get our stuff and proceed to walk out. I ask all three of them do y’all close at 10pm? The lady in the pink shirt shakes her head yes. She is looking down the entire time probably embarrassed by her coworkers that are rude. I said ok so why were y’all playing the “good bye” song at 9:11pm? She says I told them not to play it. She’s talking about her two men coworkers. The older guy in the green shirt & the younger guy in the yellow shirt. So right there she knew her coworkers were in the wrong. Sorry yalls plan to leave early didn’t work! I have already contacted corporate. I’ll be speaking with the owner too. We’ve been three other times and had great experiences with the other employees. This was the first time seeing these employees. Camera proof will show all of what happened to. In my opinion the young kid in the yellow & older guy in the green should NOT be employed there working around kids. Don’t work some where if you don’t want to actually work. We have already paid to be there multiple times and probably won’t be going back until we see the response from corporate & the owner. I promise the kid that thinks he can be disrespectful to paying customers that did nothing to him thinks he’s going to get away with it but he will not. Making customers uncomfortable and screaming at us all cause you don’t want to work and do your job you...

I was in today at their North Olmsted location at Great Northern Mall. I probably had the worst customer service I’ve ever had and I hope this gets to their manager. For someone who’s worked in customer service for 20 years, she was extremely mean and very rude to me. I was all checked in, ready to go in with my son, and another worker who wasn’t even taking care of me rudely told me I can’t bring in the bag I had in my hand which was a sandwich I got for later (since I’m pregnant and wanted to get something for later). It was closed in a box inside a bag. I then asked her if it was ok if I locked it inside the locker. She then rudely said no. (Her tone was very rude) I then asked her if she could hold it in the back for me until we were done. “She then said no i can’t, go put it in your car” again, very rudely. She said just eat it or put it in your car. I didn’t want to do that considering my car was far away. I proceeded to ask if I could leave it in the front (knowing it was at my own risk) and she said no it’ll be thrown away. What was hard for me to comprehend was the fact I saw numerous amounts of people eating food that was from the food court inside the kids empire place. So if they are going to be telling people they can’t bring outside food inside, then they should be watching the customers who bring in food in their bags. I was shocked to see the amount of people who were eating food that was not from there. I threw away my sandwhich because I was done arguing with this girl. Her deliverance was absolutely awful and not understanding at all. I hope everyone who walks in there doesn’t come across her. I would hate to see all these parents have to handle her while trying to have a fun time with their children. And if I’m not allowed to bring in food that was covered inside a bag, then you need to tell your employees to walk around and make sure other people who are eating mall food inside the place to also not be...

The facility is great. My kids had fun. My issue is one of customer service.

The cashier who was checking us in was distracted by people coming in and out of the gate. (They have to push a physical button that is away from the POS.) He accidentally double-charged me. I don't blame the guy. Accidents happen, and it's not his fault he was so distracted. The cashier apologized and told me he put in the refund, and it would post to my account in 24 to 48 hours. He told me this 3 times.

Well, that was either a bald-faced lie or bad training. I gave it a few extra days, since I thought, "Maybe the holiday slowed things down. Maybe he meant 2 business days." But after a week and no refund, we called the facility and were informed it has to go through corporate, and it can take up to 14 days. They also said we should email them, "to speed the refund along," which I did. As it turns out, that's the only way to get a refund.

I've been in customer service for over 20 years now, and I can tell you unequivocally that this is unacceptable. If I make a mistake on the POS, I don't ask the customer to jump through hoops to right my wrong. I give them a refund, and it posts to their account as soon as their bank updates. All this malarkey is insane and unnecessary. Please do better, Kids Empire.

I'm in several local mom groups on FB. This place is regularly touted as a great place to take kids. It's how I found them. I'll be warning prospective customers of my issues here.

Update: It's been 5 months now, and still no refund. Again, I'm expecting a refund because their employee made a POS error, not because I didn't like the place. I've gone through the rigamarole with their customer service multiple times, and...