Rail Yard Gaming + Gastropub — Restaurant in Colorado Springs

Soooo tonight was our second night at the location and we only went again right away literally a week or so later because the first time we didn’t get to fully experience the place and it seemed like such an amazing business concept. Unfortunately the customer service tonight was terrible starting from there bar side with the bartender Stetson, we waited for a few moments before we got any acknowledgement from any one and then when we finally did we told him what we wanted and I’m not sure for the next part but he went and typed in our order and came back to us and said “Ooo well I just want you guys to know our shots are $10.50” as if we weren’t going to have the money or he didn’t want us to continue our order but we had IDs and money out already so it was just a very push away type of customer service at the bar. He was not personable or kind at all. So then we carry on to our movie and we did get our movie times messed up so we did walk in about 15 minutes late but the waitress did come in right away when we got there and we asked for 2 waters and then asked her to come back for the food portion. (Wish I got the waiters/waitresses name for the night to explain this review better.) She comes back to take the order with a card to put on file (with no waters). So then we wait 5-20 minutes go by they start bringing in other people’s foods and drinks, we still have no water or no acknowledgement of if we need anything or why we still haven’t got out waters. I go to the restroom to see if anybody is out there to ask but the halls and outside area is a ghost town so come back and we push the call light, 5-10 minutes go by we push 4 seats call light and still nothing, no waters at least to have a beverage during the movie. Our food comes so we think the waters would follow right after, no so another 10 or 15 minutes go by and we see another waitress is walking in and she brings other people stuff and is about to leave the theater so my boyfriend says excuse me and asks for the waters and she’s like oh okay. Waited another 5 minutes she sends our original waitress in and she has NO WATERS in hand and is saying I am sorry we are so slammed then we explain to her that we have seen 3-5 different waitresses and waiters walk in here and we have been waiting 45 minutes or more for our water and have had our food for 20 minutes or more after already waiting so that makes it even worst we have breaded type snack foods at the movies and still no drink it was literally waters so foods cold by the time we get some water they must have not wanted any more interaction for the terrible service so they sent a manager in and he asks if we would like change and we tell him yes of course, no tips here the service is terrible and he states oh no I’m sorry to hear that I will be waiting for you guys after the film to discuss this. Well he just added some fluff to make us think it would have been made right but he was no where to be found when the film ended. So really sucks to have had such bad service and the excuse of being so busy like well there were a lot of you and we are still under pandemic rules so the capacity isn’t even at full number and literally to bring drinks first, literally water that is beyond me on the slacking of the customer service and to have no prior communication with the customers if you really are slammed but instead we got no acknowledgment so unfortunately that service would be why people bring their own drinks and snacks in the theater. Better training needed, great place but the experience is everything so sadly the star rating had to be low. Also clearly reading all the other low star reviews I know the CEO of this company would not be happy with what he has working for him representing his visions sounds like customer service and rude upper management is an issue here my fault for not reading the reviews first because we would have never stepped foot in this place because if you do not like your job do not work there and make the customers suffer and the business owners vision be...

UPDATE: I have been contacted by the owner and he has made very sincere and genuine apologies and I fully believe they value the customers experience. While this doesn’t change how that one particular night went for us, I do believe there will be changes and hopefully future experiences will be better. I do commend the owner for taking the feedback given and making positive attempts to better the situation without excuses.

We attempted to give this place our business for the first time last night and had a horrible experience!!!!! After a bit of a wait (no problem there) our group of 5 were sat at 2 sofas with a coffee table for us to have dinner at?! Not a great way to eat or be social due to the distance apart. We then waited over 45 minutes for a server to come to even acknowledge our existence. I had gone to the host station 3 times in that 45 minutes and was promised a server would be right with us each time! All the while we see servers walking by and hanging out at the host station talking and standing around!! Once we did get a server it was like we were a burden to her and her attitude started right away. Half the drinks we wanted they couldn’t make, when asked what they did have she got major attitude with one of our party. Then after placing our food order, that she huffed about taking, she was back in 3-5 min to say they didn’t have one item and still no drinks! At this point we decided to inform the host station we were leaving but before could we speak with a manager. After more of a wait the manager appeared with almost the same, no f@&ks attitude, and really didn’t seem to care at all. She made no offer to compensate or make the issues right in any way beyond stating she will pass along our feedback. We even went so far as to ask her if she intended to try and right the horrible service she half heartedly offered a couple of movie passes! We were not even there for a movie!!!!! All and all just horrible experience but no one in their employ cared and I’m sure our issues mean nothing nor will anything be done which is just salt in the wound to a ruined night...

My group and I ordered an appetizer from the bar. 45 minutes went by so we asked about our order as it was almost time for us to leave. We were informed it would be just a little longer. After an additional 17 minutes we asked for a refund as we were ready to go out to a proper restaurant and have a meal since the rest of our party had already left. The girl who's there on Monday evenings, who was rude to us the previous week as well, comes back a few more minutes after we requested a refund with our food. We told her we wanted a refund instead as we were ready to go and wanted to go elsewhere to sit down. She began getting rude with us again, telling us that it hadn't been very long. When we still wanted a refund she declared that we were being rude to her and and went to get a manager. The Monday manager with a neck beard, beany, and glasses comes out 15 minutes later and tells us, without asking what happened, that we can't talk to his staff that way. I informed him that his staff won't be talking to us that way, and that he should try asking us what happened before he came out with an attitude and not just accepting whatever she told him. He demanded that we leave. I informed him that I wouldn't be leaving without our refund. He then asked, "what refund?" He clearly had no idea what had happened. I informed him that we are waiting on a refund for the food we ordered over an hour ago but never received. After another lengthy debate about whether or not we needed to leave before he provided us with a refund receipt, we finally got out money back and left. But not before he thought that threatening to call the police would scare someone into leaving without their money. It didn't.

The arcade staff... AMAZING. The theater staff, AMAZING. The bar staff, atleast on Monday, terrible. And for that reason, we will all be taking our...