Topgolf Chigwell — Local services in Epping Forest

The first time ever I have paid for a game and left without playing due to wait times and frustration!!

Staff are always friendly, and on busier days they managed better, maybe its a one off experience but felt like we were left to the side for hours on end...

I have been using topgolf chigwell for over 5 years now and have always deemed it my favourite place for socials and enjoyment, the service alongside the actual experience in the games were brill. Seems like post pandemic every ones a bit all over the show. The third time I went this week, Sunday was super busy but staff were attentive, dealt with orders and someone kindly allowed us to wait a little longer to swap us into a top floor bay after our original bay was ready. We waited a little but had finished food so it was fine. Genuinely felt pleased to have been given a top floor bay and the wait was worth it for food and games.

On the back of the 1st experience,it was so good my friends decided to visit Monday, so we went alon and even during busy, staff handled it well, security were a little rude and were a bit pushy, but overall busy was well handled and wait staff took orders and delivered food which was delicious. It took a fairly long time around 40mins for a simple dish of chips and nachos and calamari to arrive with a drink. Our bay was ready by the time our bay was ready so I asked again if I could wait a little longer for a top floor bay and was told we couldn't do so. Still left happily, but my partner being it was her 2nd experience struggled in the game and preferred top floor so was a little gutted. Overall a decent experience food definitely made up for it.. 👍

Anyways, fast forward today, it wasn't even as busy as the previous 2days but we waited 30mins outside to be seen on tills, and then 2hours for a bay and food, the order was a simple portion of chips, churros, and a drink, starving our guts out, being left aside after being told it would be 30mins everytime we asked someone for an update. Being left on the side it was almost like we were forgotten. One staff member even said after waiting 90mins it would be another hour wait on food. I was in dismay about how it could be possible to take 2hours to cook simple chips and churros and deliver a drink? It took an hour for the drink to even arrive. To top it off after a total 2 hours and 45mins we got given bay 19, and were refused to be given one upstairs after explaining all the inconvenience and there was no sympathy whatsoever. So for the first time in 5 years, I left with my friend without even playing a game after paying for it, my chips came out cold, and there was no sauces given for my churros which I had to prompt someone to bring alongside cutlery. Hungry, frustrated and in total disarray, I left without playing after paying.

It seemed like looking around today, there were more staff wandering around than looking after people and a unnecessary amount of personnel with no use towards paying customers. A first for me in this place... I used to love this place and rate it gold .. the service levels kept dropping over the course of my 3...

Unfortunately there’s not a minus star option becausd this place would be -10. Absolutely disgusted by the lack of customer service here. Went here with 3 of my guests, arrived after 10pm (around 10:05) was allowed in the venue after being asked for ID for topgolf which was a bit odd (3 of us didn’t have) receptionist greeted all be it whilst eating a sweet at the time of talking to us, paid for our game & was told we would be added to a waitlist & could see our cue number via the link we got a text from. Sat down, ordered food- hot dog, burger (no tomato) & nachos (no cheese due to allergy) over 40 minutes went by & we still didn’t have the food & at this point, it was our time to play (10:45pm) so I asked about the food & they said they would bring it up to us. We proceeded get our balls to play (40 person) we got to our bay (32) food arrives as we’re preparing to hit our first ball. Hot dog came out perfect, Burger arrives with Tomato inside & Nachos arrive with cheese all over them, upon complaining that we informed the server of the allergy & my guest cannot have cheese there was a severe lack of empathy regarding the allergy & order being wrong, just a mellow toned “would you like to speak to the manager”. Manager arrived, just took the food back and said we will send out the 2 dishes again, within the time period we had ordered 4 more drinks our order was wrong & we had to ask them for our missing drinks twice, nobody else seemed to care & we was just met with “shall we get you a manager”. We started playing our game from 11pm, maybe just after that time. Obviously not in the best spirits by this point we tried to enjoy the rest of our time. Food came back out 10 minutes later, correct this time. It got to 12am, they was asking us to leave the venue because they’re closing, we wasn’t close to being finished by that point so I mentioned previous issues & errors so requested we was allowed to finish our game or we get a refund, which yet again we was met with a lack of customer service & the manager was called again! This time a different one who said they are not going to refund the game & that we had sufficient time to finish our game (less than 1hr + eating & drinking, 3 never been before guests, with many issues is not enough time) & that he could only put the rest of our game onto our card, I told him that I would never come back to this venue again due to the awful experience, whilst having this chat we had 10 people surrounding us trying to usher us downstairs. After explaining all the issues yet again, we was met yet again with the same responses and all they were concerned about was us leaving the venue. Extremely disappointing, lack of customer service/care, unprofessional, extremely un-hospitable & unbothered about guests experience. I will not be returning here & I wouldn’t recommend...

I attended Top Golf Chigwell on 26/06/23 with my work team. I regret to inform you that we experienced an unacceptable service. As a business owner myself I understand that there can be issues out of the control of your employees, with this in mind my team and I displayed a high level of patience in the hopes that the service would improve however it did not. Upon our arrival, we waited for our upstairs bay and we were approached by a member of staff who encouraged us to order our food downstairs and it would be brought to us upstairs. This was at 15:30, we were under the impression from the staff member that it would be a seamless and efficient way to order. At no point were we informed of a 40-60 minute wait time. Our game started at 15.50 and by 16.47 we hadn’t received any drinks. On a 30-degree day this caused the disabled member of my team distress as she needed to be hydrated - we then chased our drinks up and they arrived after a further 20 minutes. We were not given any indication of what drink was what and another member of our team was given alcohol when she asked for a virgin apple mojito, again, this was very distressing. At this point we still hadn’t received our food. At 17.00 a dessert came to the table (an ice cream brownie) which confused us further as our order of food for 5 people had still not come past 17.00 and after numerous times of chasing staff members our food arrived and some of it was inedible to the point it had to be returned. Calamari was battered but undercooked with visible blood in almost every piece. The two orders of lamb burgers were mixed up with the wrong burgers being given with the wrong sides. One lamb burger was so overcooked that again it was sent back. After a further 2-hour wait the nachos that were ordered upon our arrival finally came out. Jenny the supervisor gave us a free round of drinks for some small consolation for the amount of error we experienced, however, the staff failed to bring one of the drinks at this point as well. Upon arrival the team member who does not drink alcohol asked for lemonade and was told there was none, yet when our drinks were comped suddenly lemonade was available. I must stress again we were not told about the wait at any point beforehand. The only time we were informed was after we had asked where our food was numerous times. I can provide proof of disability for the person in question as well. Because of the poor experience we decided to refund all of our games I paid for my whole team and Daryl the manager on the day assisted me with this and added the games back onto our card. Daryl also explained to me that all refunds and compensation can only be approved by management above him and I should go on your website and send an email. Jenny & Daryl was understanding and helpful and in...