Chuck E. Cheese — Restaurant in Township of Langley

My son loves this place, even at 11yrs old (almost). Unfortunately, I am always surprised by the lack of service, the slow service, and the lack of attention to the washrooms. While we only go to Chuck E Cheese 2-3 times per year, it is the same complaints every time. This is no cheap outing, this is a pricey adventure. At least pick the dirty diapers up off the floor from the garbage can overflow, clean the disgusting toilets more than once per day, and put the paper towel IN the dispenser, not above it where children cannot reach. We were there yesterday, Sept 6th, and this time I had seen online that there was a lunch buffet - $3.99 for kids under 12, and $5.99 for adults. Hours posted on the Langley site were that lunch was served 11am-3pm. So off we went from Vancouver, arrived in time for lunch at 11:45am, only to learn that it is $5.99 for kids and $7.99 for adults. How irritating. We couldn't see what the buffet options were, because not enough people had ordered it, and they didn't want it to be cold (only a 30min window for it be on the buffet) but the very nice cashier said she would make what we ordered and it would take 10min. It took 35min to get one pizza, not what we ordered! While we were waiting, we started with salad - iceberg bag style, nothing special, grape tomatoes. No toppings, no extras. And no dressing! The bottle of ranch they put out was nearly empty, which I pointed out, as was the shaker of parmesan cheese, and integral part of pizza eating. I gave up on the salad dressing, and the parmesan shaker was never replaced. There was no staff to ask! When I managed to flag down the person assisting with birthday parties, she said she would attend to it, but in the three hours I was there it never happened. The final insult was that after waiting more than an hour for a meat combo pizza WITHOUT olives to come out for a final slice for my little guy and I, I went back to the counter. The cashier said that they were closing the lunch buffet early, because many of the customers had left. ????????????????????????? Are you kidding me? I asked when we ordered, and confirmed 3pm - it was freaking 1:45pm! She must have read my face, because she offered to make "one more pizza, just for us" honestly, I was so annoyed I didn't want to eat it. We did each have a slice +, and it was the best pizza of the day, even if it took 25min. When I worked in retail, and a customer had a legitimate complain/concern, we were trained to deal with it. This isn't the first time this sort of thing has happened at Chuck E Cheese, but it is the last. With money tight, the fun factor does not equate with the cost and lack of service or assistance... standing around and handing out tickets is not a sign of excellent service. Very disappointed in Chuck E Cheese again, and this time,...

I would like to talk about an incident that took place on March 9, 2018 at Chuck E Cheese in Langley BC.

As we got ready to leave after playing at the facility, I headed to the ticket machine to deposit my tickets. The machines are quite low so I had to kneel down to insert the tickets with my 3 year old daughter near me. She got excited hearing the munching noise the machine made as I inserted the tickets so she leaned a bit closer to the speaker (which is about an inch from where you insert the tickets) to hear better. All of a sudden, within seconds, her right pigtail somehow started getting sucked in at the ticket inserting part of the machine! I grabbed her hair as fast as I could and screamed and my sister in law ran to help me yank her hair out but by that time the machine had already ripped a portion of her hair off her head and sucked it in! At this point my poor baby is crying (as any child would) and an employee whose name I didn't get came over to ask me what had happened. After I told her she showed me that there was a sign on the machine (a small sticker) warning against getting hair close to the machine. Then she offered my daughter some cotton candy. I was so upset about the entire situation that I left all my tickets and coins and walked out. A gentlemen who I think was the manager came after me and told me I needed to write out an incident report and took mine and my daughter's name and phone number and proceeded to say, " I don't know how this even happened, but its impossible and you can't even get your finger in there." I just wanted to cry at how we were being treated. A patch of my daughter's hair just got ripped right off her scalp and instead of any sort of empathy or apology, we are being treated like its our fault? I took her to BC Children's Hospital to get assessed and thankfully there isn't too much damage and the hair will eventually grow back.

The purpose of this post is not to shame anyone, it's simply a mom asking for some accountability from a facility that her child was injured at. There was a similar incident at a Chuck E Cheese in the US with another little girl and again, it was made out to be the mom's fault! The machines at Chuck E Cheese need to be child friendly, at a safer height, and most importantly, be equipped with an emergency stop feature. My poor daughter is so affected emotionally and physically from this experience. I was told someone would be contacting me to discuss this incident and as of yet there has been no attempt. There needs to be some sort of accountability and the victim shaming needs to stop.

Thank you for taking the time out to read this and please, be extra careful around these machines. As I learnt the hard way, things like this can happen...

Families, beware!

After having a baby + returning 2yrs later, I brought my unused coins for my 2yr old to enjoy her first time there, coins I had from prior visits with my older 2 kids who have outgrown it, but to my surprise + disappointment, they had changed all of the machines to pre-fill cards. When I went to the front desk to have my coins credited into a card, I was very firmly told they cannot and will not provide me a credit! I had saved 280 coins from my previous visits which isn't a small amount of $ spent to purchase those coins. The coins clearly were Chucky Cheese coins as they had the name + mouse on each, yet the top manager working that night absolutely refused to credit me. I wasn't even asking for a refund! I simply sought a credit considering they more than happily took my $ for the coins and in no way had a disclaimer saying the coins had an expiration date.

The poor customer service did not end there. I was given an email to dispute my case with a USA branch, to which I asked for a phone number instead, so I could immediately speak with someone (the manager I was speaking with insisted it was not her choice, adding she could loose her job if she provided me a credit, so she claimed my only choice was bring the matter to head office). Well, the first 1-888 # she gave kept telling me the number could not be completed as dialed. I'm not sure if she expected I wouldn't immediately call, but I returned and she then gave a long-distance # telling me that was my only choice, or email.

I don't know how a company can legally take $ but fail to honor their coins, but this has got to be a prime case of the poorest customer service there is. This company literally stole my $ and left me with no real person to contact unless I want to spend more $ to call them long-distance.

In all the years I've taken my kids there in the past, it was so packed. When I went last Friday night, expecting the same busy atmosphere, it was so dead. No wonder! They have doubled the cost of each ride (2 tokens vs the previous 1 token, but understandable considering inflation), and they don't honor pre-paid...