Epic Play Zone — Local services in Milton

Booked VR party package over the phone. Had to go in person to give $100 deposit. Show up in person 3 days after phone call and booking was not in system. Rebooked party in person. Staff unable to tell me what the VR package included when I had questions. They made me wait 10 minutes while they made phone call to ask how to take a deposit. Struggled to speak and understand English. My gut said not to book but my 8 year old was too excited about the VR (virtual reality) birthday party. Made the wrong choice to continue with booking. But made sure to keep the deposit receipt - knew in my heart I’d need it and I did!!!!!

Day of party - upon arrival at 10:55am. I’m told the party had been cancelled. Fun. They are not expecting us. Great. Lucky for us the space was empty. No other parties happening. One staff member present. Same person from when booking. They are struggling to understand me and keep saying “5 minutes”. After 10minutes we’re given a party room. Room is not set up for party. I remind staff at 11:10am that we need 3 pizzas (2 included in package + 1 extra for an added cost) - she says she’ll order pizza and asks when I want it to come - I say 12:00pm. 20 minutes into the party the ten 8 year olds are standing around just waiting - nothing is happening to get the VR arena ready. I ask about when the VR games will start…..told “5-10 minutes”. Another 15 minutes pass and another staff member arrives. They now need to now start calibrating the 10 separate VR head sets - and we’re going to need to wait some more.

Kids now start playing on netted play structure as they’re losing patience. Almost one hour after our arrival kids start playing VR game at 11:57am. At 12:15pm I check to see if pizza arrived. I’m told pizza will be “5 minutes”. VR gaming ends at 12:30pm. My party space/allotted time booking is 11:00 to 12:45pm. Party supposed to end in 15 minutes and we have no pizza yet. At 12:37pm. Two pizzas arrive. Missing 1 pizza. Extra pizza was not ordered. Told again “5minutes” for last pizza. 3rd pizza arrive at 12:48pm. Parents are all standing around to collect kids that have just started eating and we haven’t done cake yet. I ask parents to stick around for a few extra minutes so kids can finish eating and have a slice of cake. We Vacate party room space at 1:08pm (we half fast sang happy birthday and cut up cake as kids were chewing pizza). It was heart pumping fast. Not relaxing.

Hit upon departure with party balance. No price reduction per all the confusion, delays, waiting and micro managing that had to happen to even have had a party at all. They tacked on $200 more in charges. Added charge for kids using the play structure. I explained that kids had to do something! while waiting an hour for the VR party to even start. And also told we stayed longer than allotted party time etc etc. like no ownership of all the challenges or that pizza arrived as the allotted party time was ending. Clueless.

I paid the balance for the VR package only. Did not let them charge me for any additions and we left.

Kids enjoyed the VR experience….said it was really cool! BUT the business itself is not organized at all, staff not trained, don’t know how to manage the party time slots for guests, they lose reservations etc etc……it was not a “let us host the party for you while you relax” kind of...

Edit as response to the owner— Unfortunately your response does not address the 1hr policy you apparently have. As per your records it’s interesting you say, there was nothing I was asked to sign, my sister and I both thought it was odd that we didn’t sign a waver or anything. Also the staff approaching me, they did not disclose that the facility was closing as it was still 2 hours away from your closing time, and another group had just arrived to start their play. Your staff were not professional and only mentioned we stayed past our one hour allowed time ( which we did not know about to begin with). Making customers that have paid to be somewhere feel unwelcome should’t be part of your business strategy. Good luck!

Walked In with my kids this afternoon and this place was fairly empty, the kids had tons of fun. After a while two employees came up to us informing that the price paid per child is a 1 hour time limit and basically being told to leave. I was very surprised because any indoor playground in Milton that has a time limit is always 2 hours( and we’ve visited every one). When we arrived I clearly asked for a walk in play and was not informed it was only for 1 hour, which for the pricing is outrageous. After the employee approached us I check the door and their pricing signs and there is nothing listed that includes 1 hour play. The pricing is available on the website however when you walk in you should be informed as that’s not worth it. Unfortunate for them we won’t visit again unless they change that’s 1 hr policy. No wonder the...

The only reason why I am not giving 1 star is because of the one out of two staff present, the girl with curly hair was great. The other young girl with the pony tail did nothing..

I was completely mislead. I booked this party with confirmation via email that there was laser tag, as advertised on their social media. Upon arrival I was notified that there is no longer laser tag and that it is VR..

Pizza was from champs, stale, over cooked. We had less kids then what our party package was booked for and we were not given a discount.

Bathrooms did not have toilet paper, one stall had toilet paper sitting on top of the toilet..

VR was finicky, constantly needed to be fixed as the head sets went black.

Paid $100 deposit and when we checked out the girl told us it’s actually $88 due to taxes, although final bill had $39.32 in taxes with an added .25 charge for using debit?

Receipt also promotes laser tag “buy two pack laser tag mission at epic play zone” BUT THERE IS NO LASER TAG!!

Had I of known the new owners of champs also owned this establishment I would not have booked.. considering champs alone has...