Sun Valley Lanes & Games — Local services in Lincoln

Avoid @SunValleyLanes: TERRIBLE CUSTOMER EXPERIENCE - As long-time customers and patrons of Sun Valley Lanes, we decided to try the bowling center for my 8 year old daughter's birthday party. The center was expanding and adding additional technology and games for its customers and we wanted to support that growth. The center seemed to be thriving as it was very clean, every single lane was full, and, as stated, they are building on an expansion on the north side of the building. Everything seemed to be going fine as we arrived early to set things up, but my 4 year old daughter (holding a big bouquet of balloons for her big sister) and I were physically "headed off" or blocked in the middle of the facility by staff who told us we were not allowed to bring outside food or drink into the facility. To be fair, I can understand and even support the policy, but it was confusing and embarrassing for my daughter and I nonetheless. That being said, this situation was clearly an honest misunderstanding as we had brought in Casey's taco pizza, which is my 8 year old's favorite meal and her one food request for her birthday. To be perfectly honest, at no point did I hear the staff tell us that we could or could not bring in food when we booked the party a couple weeks earlier, but my wife is certain she was told it was okay.

Now, I have been patronizing Sun Valley Lanes for many years, both as a league bowler and as a manager bringing my various business teams to the facility for team building activities, celebrations, and lunches. Never once were we ever told that we could not bring in outside food or drink. In fact, outside food like cookies, beef jerky, peanuts, and other deserts were a weekly common staple of the 40+ week bowling season in addition to the many potluck dinners you can commonly observe happening for special occasions. Apparently, an 8 year old girl's modest birthday party does not qualify as a special occasion in the eyes of Sun Valley management. When we asked what we should do since we had already spent a considerable amount of money on food as well as the birthday package, we were informed that there would be no compromise or accommodation made and were directed to a sign posted on the exterior of building. As you can imagine with the chaos of trying to get everyone and everything in the right place for the party, we did not stop to consider the signage.

At that point, the manager joined the conversation who continued to articulate the policy and it was clear there was not going to be any accommodation made for my little girl and our guests. His specific justification was, and I quote, "How am I supposed to make a profit?" While I realize and appreciate that the purpose of any business is to make money, any businessperson worth his or her salt knows that you should never deliberately tell your customers that squeezing every last cent out of your them is your highest and perhaps only priority. I looked up and down the bowling center and pointed out that there was not a single open lane in the entire facility and that his "profits" were probably in decent shape. At that point, I informed him that he had permanently lost my business and that I would be sharing my experience with anyone I ever speak to about Sun Valley Lanes going forward.

At the end of the day, it was a highly disappointing customer experience for us and the many family members and friends that actually drove in from out of state to attend the birthday party. It was embarrassing and frustrating for us as parents and hosts of the party. We will not be patronizing Sun Valley Lanes in any capacity going forward and I would strongly suggest anyone else think twice before choosing the facility for their children's birthday parties, celebrations, or team building activities in the future. While the facility is very nice and modern, I have serious concerns about the character and integrity of the management at Sun Valley Lanes. ...

Took my son here Saturday night to have a good time bowling as the place we usually go to started closing down early..and it was the first time for either of us since the new update. Love the new place. However, it didn’t start off too well. Grabbed a pitcher of beer and got my 14 yo son a pitcher of Mt. Dew. Not long after starting our game we were approached by a worker. He said he took it that my kid wasn’t 21 and claimed he watched my son drink some of my beer. I knew it had to have been a misunderstanding and told him he is drinking Mt. Dew. He reaffirmed that he watched him drink beer and after I was pretty much called a liar, we had a heated argument and then he walked away. After several minutes of others glancing at me and feeling like I had to watch over my shoulder, I approached the counter to demand an apology. Said he would not apologize because he said he knew what he saw and I told him to check the cameras because it was highly improbable that my son would do that. I insisted he check to see if anyone poured beer into his cup. He said the cameras backed up his story and he had my son drinking beer on camera. Told him I wanted to see it for myself and he said he couldn’t let me back into the office so I told him to call the police after I felt it wasn’t going anywhere. Several minutes later he approached us again and apologized and said he seen my kid pour Mt. Dew, finish his first drink and poured more Mt. Dew into his glass. I apologized back after I realized it was partially my fault because when I got the pitchers I had asked for cups. The waitress gave me two beer glasses and she asked if I needed a cup for the Mt.Dew. Eager to get back to my kid and start playing, I was content with the glasses I got so absolutely no fault of the bartender’s. In his defense, the lights did make the two cups of fluids appear to look nearly identical. In fact right before the incident, my son had pointed it out to me and told me he needed to be careful as to not grab the wrong one. I just wish things were handled a little better (myself included)…like the cameras being checked before we were accused and I really wish my son had gotten the apology, not me. As a parent, I will make sure I get the proper cups/glasses so there are no more misunderstandings in the future . Otherwise we had fun and it’s a...

Overall the bowling, the other activities, and the facility are rather great. However, many of the times that we go on Friday nights, the staff are not very respectful towards us. They often make us feel as though we are not quite welcomed there and it makes the rest of the night feel uncomfortable. I get that it gets partially busy and that it is late at night and the staff want to go home, but if they feel that way, then I do not think they should be working the night shift if they are going to act that way. Part of a job is positive customer service, and if that cannot be fulfilled, then why bother working? Also if an action is going to be done, such as shutting off a lane, the bowlers should be notified or at least discussed with. Then if the employees are asked to do something by the manager, such as turning off the lane, but don’t understand the concept as to why they did something they were asked and they are being asked by the customer to find a solution, then maybe they should try to find a solution before saying that they don’t know what to say. Saying “well, then I guess you can’t bowl” seemed quite rude to me and upsetting. Anyway… even if there are some rude employees, I understand that there are some great ones as well! So thanks to those employees, like the cooks and the nice bartenders, who do make the SunValley Lanes...