North Valley Escape Room — Attraction in Phoenix

We have been big supporters of this venue for the last 4 years and we’ve truly enjoyed the anticipation of a new room and getting to experience it as they had set an industry standard with their quality of rooms and exceptional customer service. And, no, I do not only post negative reviews. In fact, I had previously posted a 5-star review for this same venue and sang their praises. Unfortunately, we were underwhelmed and disappointed with our latest experience playing their new room, The Genie’s Lamp, in terms of both customer service and the quality of the room. But not so much that I had any intention of posting a negative review on it. However, what later transpired between me and the owner, Jeff, is what has now prompted this review.

I posted a comment (not a review as I did not want to negatively impact their rating) stating we were disappointed in our experience and felt the quality of their room and customer service had deteriorated noticeably over the years and that the room paled in comparison to many of their other rooms. I did this simply to share my experience for others to read about should they consider playing this room. There is a big following in the ER world and enthusiasts come to know specific venues and come to expect certain standards from them based on past experiences with them.

My comment was not well received by the owner, Jeff, so he deleted it. I reposted it and then he called me. It was a pleasant enough conversation although I felt he was making excuses by saying he hires high school and college students and how I wouldn’t believe how stupid they can be and how they have no common sense. I told him it sounds like it’s a training issue. He went out to say how he works two full-time jobs in addition to having the escape room. (I didn’t realize that was a legit reason to not have good customer service from yourself and your staff.) He even agreed how important good customer service is. He mentioned multiple times about how he doesn’t like to see negative things about them on social media and repeated several times about them being a small family business.

He explained that the room was purchased from a lady in Ohio, which completely explains why it didn’t meet the same standards and expectations of their previous rooms. He explained how it takes around 8 months to build a room. Apparently, they wanted something quicker than that. The speed cost them some quality, imo. But regardless, the conversation was positive for the most part and it ended positively with no reason for us not to continue supporting them when new rooms open.

After our call ended, I noticed he had once again deleted my comment. Imo, a phone call doesn’t then mean I’m not still allowed to share my experience online if I so choose to. I reposted my comment a third time. This resulted in Jeff calling me again and I had 4 missed calls from him within an 8-minute window. Is that necessary? Is that harassment at that point? He then left me the following voicemail, which is transcribed verbatim (I would add the actual audio if I could but it doesn’t allow me the option to attach it on a review):

“Hey Terra. It’s Jeff over at North Valley Escape Room. Um, I feel sorry for you. If this is all you have to do in life, I feel bad for you. I would probably get some mental help. But I called you, I was nice to you, I explained things to you. Not sure why you feel the need to go bash a small family business. You’re a disgrace.”

^^This is the reason I’m now posting this review. This is a BUSINESS OWNER talking to a CUSTOMER this way. How is this ever acceptable? And how is it acceptable to badmouth your employees to a customer? This place will NEVER get my business EVER AGAIN and I will share this experience with any and every one that I can. Regardless of his reason for doing so, he took it one step too far and showed his true...

Update: Talk to Jeff yesterday evening and he was professional and said that there is no 25$ per child fee. He booked it over the phone since the link on the Groupon voucher wasn't working. Still a bit confused about having to pay out more out of pocket when the voucher is for 249$ and the total cost is less than that. I used them all the time, just used one in December 2020 and the Groupon covered everything, he tried to explain it but said he would look at what I was looking at when I go and explain it then cause he said I still owe 13.16$. Anyways I know it's been hard on there industry this past year.

Bought a Groupon for my son's birthday and claimed that the price included your choice of 1 of 3 rooms but when I tried too book a the date they wanted more money. Read through other reviews that aren't on top and they had the same thing happen. The response from the business to then was it was in the fine print and its not have pictures before I paid for them. Also other's got charged 25 dollars for each child under 16, but in the post it says that an adult just has to be with them no disclosure of the 25$ fee till after you use the code from group. Even on the website didn't find anything about additional fees and taxes. Just claims that they are the only escape room that allows kids. Plus they charge per person so if you have only 3 or 4 going your still paying for 8 or 10 people depending on the room. It's people like this that have ruined Groupon and other apps like them. They are misleading and the amount they claim your savings even if you did do 8 people with taxes is less that the price used to make it look like your getting a bigger discount than...

A tiny bead of perspiration increases exponentially as it rolls down my forehead. There's no telling if it is from my nerves or the heat coming off of the machinery. Tick tock. The clock is winding down as our suspense builds. We can smell the familiar scent of freedom. We are so close. If our timing is as we predicted, we have mere moments left to escape. We cannot get caught. This is our only chance to join the real world again. To see our friends. To hold our families without the regulations of this pestilential prison. We've been plotting this escape for months. Everything is finally lining up but we are having a hard time getting through this final roadblock that we find ourselves up against. A dead silence rolls over the room as we look at each other. Coming to the realization that we are in over our heads and our plans have failed. Just then, we hear a click... The door opens and we are free. 33 seconds later and we would have wound up back in the cell. Back to the monotonous cycle of everyday life in this damned place. Out of the close to 25 rooms that I have participated in, this is by far the most immersive and impressive. The attention to detail was impeccable. From the story, to the painting and the building of the room. The strongest 10 out of 10...