Home Run Dugout — Restaurant in Katy

To my dismay, I was double charged once again and don’t think this is fair or an even POS Toast mistake at this point. Let me explain…

The first double charge was on J. Giles’s card. After that, I came in and spoke with the manager, Ashlyn. I was respectful and let her know it was our first time there, that the food was good, and that we brought our two grandchildren, but we were double charged. I explained that the experience wasn’t great, and she gave me two free 30-minute batting tickets. And reassured me that one charge would fall off. Which it i did after a few data. I honestly did not want anything for free; I just wanted what I was paying for, which should be great service, especially because my family and I love the whole concept of the restaurant: good food and fun times.

Unfortunately, we didn’t experience that with the first server. She came to our table every two minutes, which we thought was strange, but it turned out she was almost off. The server who took over her place was genuinely nice, and I wish I knew his name so I could give him a good review.

This second experience wasn’t great either. We came in as a family of three, this time using L. Giles’s card—my husband, our daughter, and I. We joined a couple of friends at their table after they had already finished their meals.

We ordered wings, nachos, and three waters, and much later, my son and daughter joined our table and ordered two sodas. We didn’t have any napkins or silverware on our table in our bucket. Our drinks weren’t refilled after we asked, while the server provided great service to the other table behind us.

Our friends came as well, and I don’t know what they ordered because we were already halfway done with our food when they arrived. Mind you, we were able to walk around to many different tables because tons of our friends were there.

We were charged for:

wings nachos 3 sodas, not 2 large party gratuity ❌ (we were a party of 3) 15% for the band

Our friends, a couple who were there before us and had eaten before us, were not asked at greeting to pre-authorize a card. He paid for his food after he ate, so they did not get double charged.

I asked other friends nearby were they pre-charged, and they said no, so they didn’t get double charged either.

I watched our server at the table behind us take an order and then charge them, which made sense. If she had taken our order and then my card, I obviously wouldn’t have been double charged, but she decided to pre-authorize my card. I asked her if I would be double charged, and she said no.

So, I came to my own conclusion today. Obviously, you can tell I’m not that type of person because I have been nice to both you, Brandon, and your assistant managers.

I’m talking to my husband about the common denominator in both experiences, and I mentioned that I should’ve let him pay; maybe we wouldn’t have been double charged because he is the same race as our friends and the table behind us who didn’t get pre-authorized. Like on the show “What Would You Do?” My husband is trying to comfort and support me, asking if we should go back in one more time and test it out, with me paying. I told him no; I don’t even want to go in there and risk another bad experience just to prove a point. It shouldn’t be this way. All money is green—that’s the color we all work hard for. I had to tell you this because now it’s 7:55, and I’m still crying. Mind you, I hate even mentioning this because it hurts just to think it could be a factor.

As I told you before when we spoke on the phone, as a former server for almost 16 years and an assistant manager at a restaurant for a couple of years, I see things that others may not if they haven’t been in the industry.

I recommend that your servers be retained and you get rid of that POS system. I hope that no one else experience what I experience ever again!

P.S. I have texted the manager Brandon personally. Update: Brandon did eventually call me he seemed very concerned and sincere and was...

My experience at the Katy location was not so great. As advertised on the website, Sunday to Thursday is half off after 9pm. I booked online & arrived at 10pm & played for an hour on a Monday, 4/15. The waitress was very friendly, wish I knew her name. When it was time to pay, she showed me a bill, showing I was charged full price at $35 per 30 minutes. I explained to her that I reserved a half price promotion online, and showed it to her from my cell phone, which still showed the promotion. She understood, and went to an assistant manager to have it corrected. After about a 10 minute wait, she came back with the assistant manager, who told me the half off was only for Tuesdays. I showed him the online promotion, and even the steps still being able to book for the half off price on nights other than Tuesday (Sunday to Thursday). He proceeded to tell me it’s suppose to be half off the peak price. I explained to him that’s impossible, for one it’s not stated as such, and secondly, the peak price is not $70, which $35 would’ve been half of. Instead of apologizing, and fixing the error, he had me wait as he went to his manager. After waiting another 10 minutes or so, the manager approached me & asked for me to show him the promotion & how I booked it. Unacceptable by all accounts, I explained to him that I went through the steps with the assistant manager & the waitress. The waitress understood, and took photos of my phone as I showed it to her. She even stated she showed it to both managers, so why would I be asked to do this all over again. While talking to the manager, I look up, and saw on a screen behind him, the same promotion was advertised. I told him to look back, the promotion is even on the screen. He didn’t look back, never apologized, but he did have the waitress to fix the error, and price me correctly. The waitress, apologized & thanked me for pointing out the error to them. She deserves a promotion. Now on to the security guard. For some reason, he decided to bother us, two females, as we were nearing to leave. I waited near the entrance, as my friend went to get cash from the car to tip the waitress. As I walked pass him, he placed his hands up and stated “I don’t want no problems,” and laughed, which I ignored. As we walked back towards the waitress, he screamed across the outdoor area, to the head manager, “Are they coming for you!?” I looked back and asked what was his point in shouting about us. He proceeded to try and antagonize us, saying little things that we completely ignored, as if he wanted or expected us to have an issue with him and the staff. We never raised our voices, and had calm conversations with all three employees, so the security guard’s actions were completely unnecessary. He was never apart of any conversations we had, as we had no interaction with him prior. He was a much older male, who one would think would know to behave in a professional manner. I do wish I knew the name of our waitress. She was the only pleasant employee we encountered, besides the gentlemen working the front check in counter. Management needs training & a new security guard company...

Yesterday we went to a birthday party at Home Run Dugout it was our first time making it out and it was an absolute blast. The atmosphere was great, and we had 5 star service! I also love it’s dog friendly, we look forward to the events coming up in the future, super fun!

To the owners though, I have an observation: I did notice that the bar is a far (for customer service purposes) distance away for your servers to have to go back and fourth from, even just for sodas. I feel there’s a missed opportunity to make like a pop up drink station in the unoccupied umbrella area. That would at least cut back some of the back and forth trips that your staff is having to make. I will say I saw tons of hustle from every employee there it was like grand central station on that sidewalk, we never had to wait an unreasonable amount of time, but to me that seems very inconvenient for your staff who are trying to be efficient in customer service but I can see they are doing their best in serving your guests in a timely manner. I feel this is especially important at a time you’re slammed or during one of the big events you host. I then thought about what do they/you do in the bad weather situations as it’s not a covered walk way transporting drinks and food from the bar/kitchen, and maybe there’s a system in place during those situation's!

We look forward to coming back but hope that you’d take consideration on maybe a pop up refresher station in between the two hitting bays with beer, soda, and frozen drinks. It wouldn’t only benefit your staff, but it’s also another area for patrons to walk up to place more orders and you would also benefit in having another area of revenue coming in over there.

Thanks for offering such a fun and unique spot in Katy, it’s especially fun for those of us who’s social life consists mostly of sitting on the ball fields watching our kiddos. This is a great spot to get the team together on rare occasion we have a weekend off to still getting together making...