Hollywood Bowl Dagenham — Local services in London

Ok I booked this place for my daughter’s birthday over the phone , I paid for drinks and food for adults and kinds . Kids supposed to get drinks ( unlimited drinks ) by the vip bowling area , after almost an hour into the game when the kids start asking me for drinks then I realised OMG no drinks served , I immediately call the staff and to my suprise she said I didn’t pay for drinks . I had to open my email to show her . I asked if there was no order details with them she said yes she s got the order details but no drinks ( afterwords she brought two jugs of water with colour , the kids couldn’t drink it . At this point I start monitoring everything. After that we went to the reserved area for the kids to eat and also I paid for coke Nd Fanta to be served with both adult and kids meal . Again she insisted I didn’t pay for drinks , at this point I was getting supper angry but I kept my cool with greatest composure cause it’s my daughter’s day . The staff even went to bring her manager to explain to me that I didn’t pay for drinks ( even it shows in my email and the price I paid ) . It was after 20 mins both the staff and manager came to apologize that when he went to check someone’s else’s booking then he realised it was in my booking that I paid for drinks . The drinks came out after the kids finished their meal and already drinking the drinks from their party bag .

For a kids Birthday party this is one only the most unreliable unorganized staff and manager have ever come across . I had to physical go back and forth to the staffs to asked for what I paid for .

( The only good and efficient staff was a Gentle man by the till . Very professional member of staff , I didn’t catch his name .

How can a manager without doing a Proper check come to a customer and said to the customer that you didn’t pay ( that means oh Miss you are not telling the truth ) and then came back to say sorry oh you did paid we just found out while looking at someone else’s , this is after when the kids have finished eating and found alternative drink .

Unbelievable behaviour, horrible service. If you ever book this place check and check otherwise they will not give you items...

I had high hopes for a fantastic evening with my partner and close family friends at your bowling alley, but our experience was unfortunately marred by the unacceptable behaviour of one of your employees, Kelly. We were enjoying ourselves until we encountered her at the counter where customers redeem gifts based on points collected.

I was patiently waiting in line, and there were no other guests in either the queue I was in or the one where people pay for bowling games. However, as soon as Kelly arrived, she seemed to prioritize the other queue, which coincidentally started forming around the same time she arrived. I thought perhaps she hadn't noticed me, but as the situation unfolded, it became clear that she was deliberately ignoring me and focusing on the new queue.

When I finally decided to join the queue she was serving, she informed me that I needed to go to the other queue for gifts, which would have meant starting all over again. I politely pointed out that I had been waiting in the other queue initially, but she responded with a cold and careless tone, stating that she prioritizes the queue she's currently serving.

What struck me as particularly unfair was that there was no clear signage indicating that one queue should be prioritized over the other. My partner astutely observed that without such signage, it seemed arbitrary to prioritize one queue over the other.

As someone who works in an environment that is a combination of HR and customer service, I understand the importance of providing excellent service, even in challenging situations. Unfortunately, Kelly's behavior fell short of my expectations. It seemed like she was taking her personal frustrations out on us, rather than striving to provide a positive experience.

I hope that you'll take my feedback seriously and address Kelly's behavior. A business with so much potential can be let down by a single employee's poor service. I'd appreciate it if you could review the CCTV footage, as I'm confident it will corroborate my...

Gemma C the manager is extremely rude. They have had an problem in the sistem and took us out from the booked and birthday party decorated area and was screaming at us she will take us out. Later she gave us another place with no apologies and a very angry look ( without even apologising)... She was insisting that our time was finished because we arrived at 2pm...were in fact the lane was stuck and we had to wait 10 minutes to someone to fix the problem. I was telling her very calm to check system because we arrived at 3pm. Her response was computer shows we are off so she don't care and that we will be kicked out.!!She was screaming! I could not believe it 🙄 The birthday cake was in the kitchen, the kids were crying, that's why we did not left, didn't want to ruin their birthday. I hope anyone else that have shared the same problem will take action. I will complain about this problem to higher management and will never go back there again. And to Gemma C a small advice: smile to us the customers you look very upset and angry all the time, you must be calm and keep all staff well trained and organized. Your behaviour has created this situation. We were trying to explain to you but you were throwing in our face that you have authority to kick us out (respect the people and listen to them, try to solve problem, do not scream at me on my money). 😥 I am very sorry for the kids and the fact that they have meet you to ruin their...