Chuck E. Cheese — Restaurant in Colorado Springs

We recently held our daughter's 6th birthday party at this location. We went with the Mega Superstar package, and spent over $400 for the event. On top of this was the additional revenue they received from parents buying additional items like the salad bar. The food was okay (salad bar is very lacking for the price), typical fare for kids, but where this location severely lacks is in customer service.

Our hostess was very good, but at the end we had some kids that did not show up. She offered to refund us for the kids that did not show, but she also said we could keep some of the game cards and use the unspent points and time on another visit. She told us that the cards became active once they were first used and there was no rush to use them right away. So, we decided to keep two of the cards and opted to refund the rest.

The very next day, we thought we would treat the kids because they had been so good as we worked on chores in the garage. We went to this location to use the two cards we kept and have dinner. When we arrived, they were completely disorganized. It was just after 5pm on 30 July, and there was only one person at the front running the prize counter, register, and door greeter. We waited for a while as this girl ran from one spot to the next, and she finally came to the door and stamped our hands so we could come in. We decided to let the kids play first to avoid the chaos up front.

We took out one of the cards from the day before and went to use it, but it did not work. We went to check the card and it showed that two hours was loaded on it, but that there was no time available. We went to the ticket counter to address the issue. After waiting a bit, we spoke to the girl behind the counter about the issue. She was not able to figure out the issue so she went to speak to a manager. When she came back, she simply said that the manager told her that nothing could be done. We demanded to speak to the manager.

We waited again for a bit and the manager came out, asking if we had a problem with a game card. We explained everything to him, and he simply said we would have to call customer relations, and that he could not do anything. We asked if could even add time to the card to reactivate it, or if he could refund for the cards since they were simply uselss. He again said he couldn't do anything and that we would have to discuss it with customer relations over the phone. The irony is that on Wednesdays, the store sells unlimited game time on cards (no need for a party) at a price of $14.99 per hour. So, they have the ability to add time to cards, yet we are being told they cannot do anything.

We decided to leave, very upset because of the situation. Ionically, we went to Summit off of Interquest Parkway, purchased a Gamer's package, and when we told the hostess of our ordeal at Chuck E Cheese, the Summit manager approached us and gave us an additional $20 of game cards for our issues. Summit did more for us for the problem we had a Chuck E Cheese than Chuck E Cheese themselves. Avoid this place, go to Summit, because this location won't even lift a finger to help if you...

If I could leave zero stars I would. The “manager” named Katrina is absolutely horrible, needs a few lessons on customer service and should learn it’s never ok to make snide ccomments in regards to paying customers. The initial situation was very minor, my grandmother purchased a souvenir cup that’s advertised at the counter that has faces and spins. She was given a cup half the size and not as “fun” if you will. Just a generic cup. My grandmother made mention that this isn’t the cup she wanted when the “manager” gave it to her. This “manager” Katrina then stated in a beyond rude and unprofessional manor..”that’s all we have, slide your card” and pointed to the card machine. My 76 year old grandmother being nonconfrontational just paid and came over to my table visually upset. I was then told by my sister (whom the manager didn’t realize was with our party) that as my grandmother walked away Katrina huffed and puffed and stated “a cup is a cup”. I then walked over to Katrina and asked for corporates number due to her insanely rude attitude. Not only did she never ask what the problem was, she walked away not saying a word and came back with corporates number written on a yellow sticky note. She again never asked if there’s anything as a manager she could do to assist. I asked for her managers name and she replied “I don’t have one”. Ok fine, not wanting to get all upset and ruin my child’s first time at Chuck E Cheese or his second birthday I walked away and carried on with his party. At the end of the party I wanted to return the cup as it’s not the merchandise we wanted. When I got to the counter I was told only a manager can do returns. So I requested a manager again. The girl at the front replied the manager was “on break” and unable to assist. I asked when she’d be back. She stated in 30-40mins. What corporation has no manager available for a half an hour? Completely unacceptable, so I demanded someone who was acting manager come out because I was not leaving until someone addressed my issues. A man by the name of Xavier came out and introduced himself as the assistant manager. He was very polite and professional. And apologized for the issues we’d been having. I explained the situation to him and he also was unable to give a refund for the cup due to store policy but advised we call corporate. As I was making sure I had all my names written down and in line he informed me that Katrina does have a manager and her name is Erica. Erica is the Gm of that store. So not only was the manager Katrina rude and unprofessional, she’s also ok with flat out lying. This entire situation stemmed for a cheap $4 cup. Money isn’t the issue and had the situation been handled appropriately and with a customer first mentality all this could of been avoided. I WILL NEVER give another dime of my money to this place. And I will absolutely be calling corporate tomorrow to report the terrible manager they have as the face of...

Chuck E. Cheese is "NOT" a special needs friendly business!!!

I highly recommend not going here if you have a child who can not play as other children do. The only reason we went here was due to a birthday party my son was invited to. But it was not a good experience!

My son is non-verbal autistic and also has ataxic cerebral palsy. So he usually likes keeping to himself, and he had no interest in most of the games. The only thing he wanted to participate in was to go into the trampoline zone (multiple trampolines). But there were "rules."

The first stupid rule that makes it literally pointless in them having a trampoline zone in the first place is that it is designated for use by the individual birthday kids only! Any other kids from their party group who want to participate have to have an adult pay a fee for them ($24 dollars? 😡). Because of this, the trampoline zone usually stays empty with an employee guarding the entrance so no one can enter.

The second stupid rule that they decided to be anal about for some reason was that if a kid is taller than their posted sign, they aren't allowed on the trampoline.

My son doesn't even jump! He walks around or sits. He doesn't like a lot of movement, so even if he did jump, it wouldn't be that high at all. Yet they cared more about the rule than realizing that catering to children was their job!!! Especially if the child is clearly special needs.

The ceiling above the trampoline zone was too high for any danger, it had pads around each trampoline section, and it had an attached net going all around the outside to keep children from falling off. So safety wasn't the issue! It was the height of the child.

I was more than willing to pay the extra fee, but they wouldn't budge on the rules. Then, when I asked to speak to a manager, the person i talked with snarkly said they were the manager (no badge or anything), and they acted like they didn't care about our situation.

My son was upset most of the time we were at the party and didn't understand why he couldn't go on the trampoline. He only wanted to go home. 😡😕

I didn't see a single adult employee at this location, so im not surprised Chuck E. Cheese has gone downhill in its service. Having only snarky rude teenagers who usually care more about themselves than any customers is bad for business. This is quite sad for a business created for kids!

I don't plan on returning with my kids if special needs children aren't important enough to their...