Sandbox VR — Local services in San Ramon

Not our first rodeo with Sandbox. It's so much fun and worth coming at least once a year. Our first experience was Amber Sky (I thinks that's the name), a super fun one we highly recommend. As the grand kids get older, they like to bring friends too. What I like to call, "We're making memories!" The staff here is exceptional. From the managers when you call to book or have to make changes, they try their best to help you and are great with suggestions/alternatives to help you dial in your room (or in our case, rooms...we're a big group)...to the staff upon arrival getting you everything you need. Jared went out of his way to help us get all dialed in since we did have a couple of hiccups (one person was late & hubs had to cancel) but they made it work. These young men were great! Marco was our other person and he was equally as great. They really go out of their way to make sure you have a marvelous experience. They are patient, kind, FAST with their solutions. Impressive really when you think about how many others were there for their own room reservation experiences. They guide you in putting on the equipment, weapons, securing your personal belongings, making sure you grab your experience video before you leave. From start to finish, these two guys (Jared and Marco) were amazing and I can't thank them enough for the fantastic way they took care of our two groups esp. with all our hiccups...they never missed a beat and had a solution for everything. We will definitely be back. BTW, one group (mine) did Deadwood Valley (Zombies!) and the second group did Secret of the Shards (Dragons & Spiders). I RARELY stopped screaming, it was hilarious. Pro-Tip: Get the Gatling gun! While it is an extra charge ($6.95)...Worth every penny in the Deadwood Valley game!!! You will not be sorry! AND they throw in a second one for free! It's a game-changer in this experience, trust me! Thanks again Jared and Marco for making tonight a fantastic experience for our whole family and friends. And thank you as well to Nick and Branden who helped me initially when I had to keep changing/increasing people in both games. I can't recommend this...

The VR experience itself was fine, but be very cautious about the extra charges for the "weapons upgrade." I attended with my office group, and after we were suited up, the staff offered to upgrade my weapon without clearly stating that this was an additional charge. After the simulation, I was unexpectedly asked for my credit card and charged for the upgrade. It seemed overpriced, but I let it go and paid.

However, the next day, I noticed four additional unauthorized charges for weapon upgrades. When I called, an employee (Nick) acknowledged the incorrect charges but said he couldn't fix them and that a manager would call me back—no one ever did. When I followed up again, I was directed to a central guest services number, where another associate also saw the false charges. I requested a reversal, but instead of resolving the issue, I was asked to send an email with screenshots, explanations, and additional details. If the representative could see the issue, why couldn’t they handle it internally instead of putting the burden on me?

At this point, I’m disputing the charge with my credit card company. I’ll also be recommending that my company avoid Sandbox VR for all future team events. Given that we are located next door, this will result in lost business for them—something that could have easily been avoided with better customer service.

If anyone from their corporate team is reading this, I strongly suggest reconsidering the upsell of weapon upgrades, as the pricing and communication around them are unclear. More importantly, when customers flag valid billing issues, resolve them promptly rather than making them jump...

Ok. I'm so late in responding, and even worse with names. So, please forgive me for not remembering the name of the wonderful, albeit patient, young lady with the lavender streaks in her hair; who was so kind, a great leader, and showed such a love for her employment at your venue. She's a keeper (started with an S. It was a unique, and beautiful name I know) Additionally, my thanks to the soft spoken young man who fixed my wrist band thingy. I would've been startled not being able to see you, if you weren't so good at what you do. And to the wonderful young lady that helped this blind old lady see through the headset, you are also invaluable to the company.

I will never forget this experience, or the absolute fun, and professional demeanor the staff here showed. It gave me enough confidence to be the MVP!!!!! WWWHHHAAAATTTTT?!!! WITH A CROSSBOW! At 48 yrs of age ♡♡♡ God bless, and thank you.

Sincerely,

Jaymi Lucia......... uuuummm.... That's ...