Topgolf Boston - Canton — Restaurant in Canton

This TopGolf location provided one of thr most angering, horrible service experiences that me and my family have experienced, and did nothing whatsoever to remedy it.

My oldest son has been asking to go to TopGolf for months, he has never been. my wife and planned a special day to take him and his siblings. We did NOT reserve ahead of time, because the time we were planning to take him appeared open, and we didn't want to play for 2 hours- our 4 kids are between the ages of 1 and 6, so we didn't need 2 hours. We checked every half hour or so on the day of to make sure that the times still showed as available (11 AM), and continued to refresh and confirm that there was availability as we drove down, including right before we arrived. We drove down for over an hour with all 4 kids and arrived with great excitement. At the counter, they let us know the waiting period for a walk in was 3 hours and no reservations were available until 10pm. When I asked why the website showed availability, the person behind the counter gave some canned response and didn't even pull up the site. When I went to check the website, the reservations and estimated walk in wait (with was No Wait as recently as 20 minutes prior) were down and wouldn't load. The counter person offered no alternative whatsoever; they wouldn't even pull up the site to verify if what I was saying was true. Either more people than in the history of TopGolf booked all within 20 minutes, or their website was wrong. Employees can't control the website being wrong, but they can control acknowledging it and trying to help the customer anyway. After an hour 15 minute drive, all my kids had to go to the bathroom (disaster) so I left the counter and my family reconvened to figure out what we were going to do. Mind you, I know that there are other games like corn hole and a restaurant and other family entertainment activities in the facility that the counter employees could have suggested or directed us to if they had any interest whatsoever in making sure our day wasn't ruined. So as we sit at a table with my kids crying and my oldest pleading with us to be able to play, while me and my wife trying to figure out some other place to go 1.25 hours from home with no knowledge what what else is even in the area, the counter employees are just staring at us and occasionally whispering to each other about us- not sure the content of their communications. By the way, as this is going on, I can count probably 6-8 totally open bays that were 100% cleaned out and ready for a new renter. We made some decisions on where else to go and I decided to go the counter and let them know that they needed to contact corporate to get the website fixed, because whereas I understand they don't control the website, TopGolf should be informed it was giving bad information. I also let them know (politely) that I was extremely disappointed in their customer service and lack of effort to help us at any level, even if that didn't mean us renting a bay. I asked them to pull up the website to see what I was referring to. They did not. They simply said "Sorry that happened to you sir, but it is a busy day, and our times do fill up quickly." Ummmm... you don't go from "no wait time" to "booked for the next 11 hours with a full wait list" in 20 minutes. They took 0 responsibility for our experience, or even acknowledging the website issue, offered 0 help, no alternatives, no future credit, didn't even offer to book us for a future date, nothing. They just start as my disappointed children cried for 15 minutes and me and my wife searched on our phones for another place to go and then blamed it on a busy...

Where to even begin… I would like to start by saying I never leave reviews because I work in the service industry and I know everyone has bad days. We walked in expecting a very professional setting with great service and a good time. BOY were we wrong. As soon as we walked in there was a wait. This is totally reasonable because it was a weekend night and close to the holidays. We were more than happy to just get our food while we wait. The employees were harsh rude and entirely unaccommodating. When we asked for direction or where to go and not a sole could possibly tell us where to go or what to do. This is where everything started going wrong. We ordered three appetizers from the restaurant at 3:50pm mac n cheese bites buffalo chicken dip and pretzel bites. We also tried to get water and soda which were not served to us the first time we asked. We then asked again for just 4 waters and the bar tender seemed annoyed and proceeded to give us three waters instead of 4. An hour went by and still no food. When our bay came available to start golfing they said they would send our food down to the bay. We checked out at the bar and they charged me for the apps which we were still waiting on and the Diet Coke we never got. We went down and started golfing and didn’t receive the appetizers we got until around 5:20… we ordered them at 3:50. Three microwaveable appetizers. When they came out we only got two of the appetizers I had again asked for a Diet Coke that I never got. I asked maybe three different people about 4 to 5 times. Then after asking approximately 4 more times we still had yet to get the mac’n cheese bites. They ended up coming out at 5:30 and we ordered them almost 1.5 hours before. For one appetizer. AND they were cold. We then ordered entrees because we were mistakenly hopeful that the experience would improve. We got our entrees 30 minutes after ordering which is reasonable for the amount of customers they had. My friend had asked for tots and got fries and the tater tots that came with my burger were freezing cold. The rest of the food was edible and decent and what we had expected heading in. We were not offered refills once and it was impossible to order just a soda or a water. The service was slow chaotic and entirely unorganized. The employees were extremely unhelpful and rude. They gave us a small discount of three dollars for the inconvenience which was nice considering all the the things that went wrong. But then again that’s the same price as the Diet Coke I asked for many many times and never got. The entire experience was ultimately a huge let down as it was our first time and it makes me never want to return. Maybe other locations have it figured out. But this place certainly needs to get a grip. Not one person on staff smiled. Maybe that should have been the first sign…. Updating this about an hour later all 4 of us are in the car vomiting and having diarrhea simultaneously… probs the...

Unfortunately they gave me a bay with a broken tee and when I tried to change it to one of the tees in my golf bag of course I couldn’t change it. The broken tee was in my head the entire time I was there.

On a lighter note I had no idea the virtual course existed which offered the opportunity to enter a handicap and play Spaniard bay. I’ll give the company a free idea try opening one day a week at 5am to golfers with their own golf clubs who want to increase their virtual game score. Just charge 22.50 per person, per 18 hole game, no sharing bays, reservations only, and must have own clubs + bag. That way you don’t have to worry about paying those teenagers who don’t want to be there anyway and you attract people who already know how to play golf and just want to get better. Also you don’t need to pay a bartender bc I believe in MA you can’t serve alcohol that early in the morning anyway. The manager can just come and manage without having to pay any other staff just set the expectation that kitchen is closed until normal business hours. The company would make a lot of money and not lose a single penny bc the manager should be on salary anyway and the operation cost shouldn’t go up that much during those times. During undergrad my managerial accounting class taught me on large venues operation costs are typically on a daily rate not hourly.

Once the “Golf Training Times” get more traction you can always decide to open early more days per week. The company would make more money if they marketed as a place to improve your golf versus marketing as a social outing venue attracting people who will only pay a max amount and only come once or twice per year at most. Actual golfers might pay an infinite amount and come 2 or 3 times per week. For example charging 25 dollars per person per virtual game would be relatively cheap compared to indoor golf companies that have the screens. I had the PGA tour superstore membership for several years just so I can come in and hit golf balls at their virtual screen originally it only cost 149 per year. Now this year when I went to renew they want 299.00 I’m not willing to pay them 299.00 to hit on there screen but I would be more than willing to pay you 299.00 to hit on your range even if the 299.00 only gave me 20 games and I’m sure several other golfers would too. Just make sure you set the time limit to a max of 1 hour 15 minutes per person per game. Good golfers can probably finish 18 virtual holes in about 45 minutes my handicap is as high as the sky and I probably can finish in about an hour and 5 minutes.

I’ll be back again in two weeks or so and as long as I don’t receive anything broken I’ll give you a 5.

Also sorry Mike you were a nice guy but I don’t give monetary tips at the golf course or driving range unless it’s hot out and I need to purchase food or drinks.

Moving forward I’ll just pay and...