Chuck E. Cheese — Restaurant in Whitby

We had my son's birthday here today as we have many times in the past. I was looking forward to having 12 kids total and that they could play for two hours.

Things have changed at Chuck E Cheese since last year. They have now replaced the coins with RFID cards. Each child is given a card with a certain number of points on it to play games. What they don't tell you though is that if that child scans the card more than once it will continue to take points from the card even though they only play once.

For example. One of the kids came up to me after about 20 mins of play time and told me his card was empty. I went and checked the transactions on the card and it showed that he had played a single game ten times in two minutes. Ten times. It would be impossible for this child to play this game ten times in two minutes. When I approached one of the workers at the restaurant he said that he would put the points back on the kids card but that I was advised to stay with the child so they didn't keep swiping.

I told him how ridiculous that was as I was hosting the party, ten kids were dropped off and how was I expected to be present with every child at that part. He said that this is why they recommend that the children get the unlimited pass. Well of course they do. They know this is a problem and the unlimited pass earns them more money.

I don't know about you but I budget for my child's birthday party. I have a number in mind that I am willing to spend and this "option" would have put me well over.

I further stated that these were children using these cards and the manager again said that is why we recommend the unlimited package. So you know this is a problem and the only way to manage this is for me to either buy the unlimited package or take each of the 11 kids in my party hand in hand and all go the machines together.

Additionally. We chose the 11 am on Sunday time slot for this party. Chuck E Cheese opens at 11 am on a Sunday. Thus is the time slot we always choose. Before, when there were coins, when we got there the coins would be on the table and the kids could begin playing right away. Today we wasted 15 - 20 minutes waiting for them to load the cards. The kids were just standing around watching other kids play while we waited.

I don't know about you but wasting 16% of my 2 hour party time waiting for them to get the cards for the kids was very upsetting.

When we got the cards I gave them out to the children and literally within the first 20 minutes kids were coming up to me saying that their cards were empty. When I checked multiple cards they all have the issue of the machines deducting multiple play credits for one game. I didn't have the time to run around and bring each child to the machine to get their points corrected so instead I ran around and told the children to swipe once and then wait. Not only do they know this is an issue but the also failed to inform me that this was an issue so I could help educate the child before they started playing. Again, something they know about but have no solution to correct.

Finally, we sat at our table waiting for pizzas for ten minutes. The "host" told me that this was because they were so buys that they didn't have the pizzas ready. I told her that we were a party, we had booked in advance, and that we should have been served with priority over the drop in guests. She said they were just not prepared for this many people and that they had too many parties going on. I told her that was a problem then as they do this all the time and they should understand the limits of their ability to properly take care of a party and should not allow so many to book at one time.

When the pizzas finally did come (only two of the four we should have had) they were covered in grease. Literally pooling. I was dabbing it off with napkins.

I will never give another dollar to Chuck E Cheese and I truly urge anyone reading this post to choose some other organization for your party. Chuck E Cheese is overpriced, unethical...

Today must have been the worse day at Chuck E Cheese, and I’ve been going to this place for years!

First we expected to have a nice comfortable evening inside from the heat wave we’ve been having. We walk in and it was just as hot inside as it was outside. The air conditioner was broken and no fans or moving air to compensate for the heat inside.

Second, we buy 2 drinks hoping to cool off with some ice pop. The girl at the cash did not tell us there was no ice in the machines. I had to ask for ice! When the store should have made sure ice was available for everyone especially the children who were in the store! I asked for ice 2 times and both times they say they will ask someone to fill the machine. Well 15 min go by and there are 3 workers standing behind the counter doing absolutely nothing. There were no customers to serve at the counter so they literally were not doing anything. Finally I went back up to the counter and asked the 3 workers (who were not serving any customers) if there was any other worker available who can provide ice in the ice machines! Took them another 10 min and finally one of the workers, who wasn’t doing anything in the first place, filled up the ice machine with ice.

Third….my daughter couldn’t stand the heat so wanted to buy her merchandise that she always buys when leaving Chuck E Cheese. There was 1 person in front of me and another person behind me waiting to be served at the merchandise counter. The girl helped the 1st person and informed me that she would be back. She went to the food counter to help a customer. But then she helped another customer at the food counter. And then another. Ummmmmmmmmmm what ever happened with her coming back?? Then after the 3rd food customer she served, I asked her if I should line up at the food counter to get help at the merchandise counter. She said I’ll call someone to help over there….then I lost it! Could she not have called someone after she told me that she would come back and then after started serving 4 customers at the food counter?!!!!!!!!!!

Worse service ever!!!!!!!!

Then we decided to leave and she had the audacity to ask for a picture of me and my daughter. Ummmmmm she has seen me with my daughter throughout the stay at Chuck E Cheese! First when we placed our food order, second when we asked for the ice (3 times!), 3rd when we waited for her to return to the merchandise counter!!!!!!! We literally did not leave the counter area since the second we arrived there!!!! And she was there all along listening to my requests!

This girl needs some retraining on customer service! When you say to a customer you will return, please return! When you say to a customer someone will come to fill the ice machine, please follow through!

The photos you see is her helping the food customers. There were separate food customers in line. She had already helped 2 people and now on the 3rd. She never returned to the merchandise counter at all. And she only decided to call someone after she helped the 4th food customer!!

Where were all the managers? I would like to file a...

It doesn’t allow to give a zero or else I would! I haven’t been to this location in years but we used to go weekly. And when I say it’s gone way down hill that’s an understatement!!! The staff is completely incompetent of doing any part of their job. From their front desk Neveah who lied repeatedly from our first conversation to changing what was said after needing to speak to the manager, she then said 3 different things in front of this so called manager who’s solution to a customer standing in front of them was “call customer service I don’t know” this is regarding an issue that needed to be handled asap! Not tomorrow when customer service re opens! The place was empty, which I was first surprised at seeing since it used to be packed whenever we used to go, but after dealing with these so called staff and management I 100% fully understand why this place is empty! My grandkids tried their cards on 3 different machines that didn’t work when I asked a staff member walking by for help his response was a blank stare then I’ll get the manager who never showed up!!! We were there for dinner as a special treat for my grandkids and to book my grandsons birthday party, which will no longer be happening at Chuck E Cheese. If they can’t handle a simple issue in store that needed to be dealt with in the moment why would anyone trust having a party there?! Maybe if they had a single person over 20 working there with an ounce of common sense and understanding of basic communication and customer service this place would be busy like it once was! My issue wasn’t even with the initial problem itself it was with the lack of basic customer service, we were lied to by their staff in order to get us to spend money then they back tracked and tried to then make us spend 3 times the amount for the same pizza?! The so call GM argued with me over and over that there was nothing he could do. I offered to pay the originally promised price for what was originally offered but was told that would screw up their inventory, But then offered two free pizzas?!? How does that not screw up your inventory? I’m sorry but the whole ordeal was a joke and I can definitely see why it was dead on March break and has so many bad reviews for customer service on all the...