Plex Entertainment — Attraction in Wichita Falls

I do not normally leave negative reviews because I know as a office manager myself that a bad review can have a huge impact on your business. However, this is not the first bad experience I have had at the plex and some adjustments to the management of this place need to be made. My first bad experience was when I had my daughters skating party here. I was never told that if the guests did not skate they still had to pay. That is absolutely ridiculous on so many levels. First of all, what exactly am I paying you for? Taking up space? Second of all, you're telling me that if my child's 60 year old great grandmother or her cousin who doesn't know how to skate wants to sing happy birthday they have to pay $8 for that privilege? That is complete nonsense. Well I am here again today and see that they now have a sign at least to forewarn people of such an outrageous rule. Perhaps this is because me and the manager on duty at the party got into an extremely heated argument where I let him know in language that is not child friendly exactly what I thought of said rule. And to be clear, 2 members of his staff were not even aware of this rule until they had the pleasure of hearing my thoughts on it. Aside from that fact, the "party hostess" if that is what she would like to call herself was completely uninterested in my child's birthday party and in no way made it a pleasant experience. She didn't offer to cut the cake, serve the cake, clean up the plates. When I was in high school I was a party hostess at chuck e cheese and you better believe those kids were treated like it was the greatest day in my life as well as theirs. Not the case at the plex. Moving on to our visit today. I brought my kids to skate and the employee was cleaning the windows on the door-kudos for cleanliness, however she did not even acknowledge us when we walked in. She then came around to the window and looked at me as though she was confused as to why I was standing there. Did not say a word. So I said "2 please". She then proceeded to take payment and give bracelets with absolutely no emotion, as though she were a robot. So we got our bracelets and went directly to the skate rental. There was a total of 4 kids in the rink. Not busy. Obviously the girl just sold me bracelets and therefore is aware that we will need skates. Instead of following me to the skate rental she stood behind the concession stand with the male employee and had a conversation. FOR 15 MINUTES. While I waited at the skate rental staring at them to see how long it would take to provide some sort of service. Finally I sent my son to ask for someone to help us with skates. She slowly walked to the skate rental, went behind the counter and again SAID NOTHING. Offered no explanation or apology. Did not say "what size" simply stood there. At this point I was livid, and I do not usually have the ability to hold my tongue in unsavory situations. However with my kids present I did not tell the girl exactly what I wanted to say I simply told my kids to tell the incompetent employee what size skates they needed. She gave them their skates and immediately walked back to the concession stand to resume her conversation. My thought process would have been to wait for the kids to try on the skates to make sure they fit. But I guess that is the way a person with common sense and respect would think. This place needs a very serious makeover in the management and employee department because I know for a fact that this is absolutely unacceptable customer service and if this was my staff I would be sorely disappointed and extremely embarrassed. Maybe everyone's standards are not as high as I...

My daughter planned a birthday party for my granddaughter recently for a birthday party with skating. Normally there was several packages to choose from but the owners had changed the party packages. Now you don’t have a choice. There is now only one package. Take it or leave it. The kids have always had fun at the Plex, so my daughter went ahead and reserved a party and paid a deposit of $118 for 12 kids. This party was supposed to have included: skating, 3 one topping pizzas, 3 pitchers of drinks and party favors for each child. Also we were supposed to have had an employee taking care of all aspects of the party. Well it didn’t happen the way it was supposed to. The pizza and drinks were brought out after several minutes and placed on the table then the employee moved on to take care of another party. During this time three additional kids showed up and was added to the ticket at a charge of $$16.99 for each additional kid, which was ok except the fact that no addition pizza or drinks were provided for those kids. We could have paid for them separately just to skate for $10 each. Plus, not all the kids skated but was charged anyway. My daughters had to take care of getting extra plates for the 3 extra kids. We were given plain plates and cups instead of the party plates and cups that went with the party We also had to go get the cake plates and forks. We also had to cut and served the cake. The kids didn’t receive the party favors which was supposed to be included. The favors weren’t offered until 90% of the kids left during the time. We spoke to the so called manager about our displeasure of the party. He stated there wasn’t anything he could do about it. He said only the owner could credit any part of the party and the owner is only there Monday through Friday. I thought taking care of issues were the managers responsibility. Also there wasn’t a happy birthday song for my granddaughter on the rink. Plus we were charged a 20% mandatory gratuity for the employee who didn’t take care of the party. So needless to say the bill was $319 for the family to get supplies and serve the cake and wasn’t able to enjoy the party for having to perform the duties that were paid for. So think twice before reserving a party for your loved one. You may have to take care of everything and be overcharged for the services you don’t receive!!...

We had our sons 9th birthday party here and oh what a mistake it was. His party was on the skating rink side and things started out badly immediately. The manager on duty would not allow us to bring in our own cake. My wife reserved everything over the phone and was never told that we couldn't bring a cake. So here we are with our Star Wars cake and kids and he is adamant about not allowing the cake, no matter how much we try and explain we were never told that. The disappointment of a 9 year old didn't bother him one bit in making this non life threatening decision. As a matter fact he had a smug look of satisfaction as we took our cake back to the car. I swear if it didn't involve kids I would have taken my business up the street to Chucky Cheese right then and there. If you are doing a themed party, like so many do these days, that is out of the question since you can't bring your own stuff in. That wasn't the end though. The over all staff was rude and seemed disinterested in making a little boys birthday a memorable one. (which is what they're in the business of) The staff was made up of mostly teens that stayed huddled in a little group and you had to pull one away for any service. We ordered an extra pizza that never came. They wanted to give us the cake and ice cream before the pizza and looked at us like we were crazy when we suggested it should be the other way around. Come to find out they had just put the pizza in and were concerned we wouldn't get out of there on time if they waited until it was done. Their biggest concern throughout the entire process is that we have the party wrapped up on time. The funny thing is that when 430 struck they cleaned up everything right from under us, yet we stayed at the same table until 530 while the kids continued to skate. So obviously there was no party right behind us. When I came this morning to leave this review, I saw that there were others that shared our experience. We will always check reviews and probably even reserve in person from now on, so that we will know what the staff is like. In the end, the building was nice and the fact that he was able to keep the skates were great, but all that was overshadowed by the worst customer service experience I've had...