Chuck E. Cheese — Restaurant in Cutler Bay

I visited this Chuck E. Cheese today (Sept 19th around 1:30–2:30 PM) with my mother and my twin daughters, and it turned out to be a very frustrating experience.

From the start, the staff felt unprofessional and disengaged. The young man at the counter had no enthusiasm, barely spoke, and acted like helping us was a bother. The employee at the door who stamped our hands had an earpiece in and stayed on the phone the entire time we were there.

The biggest issue came with the trampoline and playground area. Nowhere was it made clear that we had to pay extra for our kids to use it. The sign on the trampoline only said “Get assistance from staff to get access”—not that it required an extra fee. My daughters started playing and for over half an hour no one said anything—not even the supervisor/manager, who I saw sitting in a booth talking instead of monitoring.

When my daughters returned to play after eating, the supervisor/manager suddenly approached us, extremely rude and passive-aggressive, demanding that the kids leave because we hadn’t paid. We tried to explain that no one had told us and the signs weren’t clear, but she just argued, spoke rudely to my mother and other customers, and even tried to physically remove my daughters from the playground. My mother had to step in and tell her not to touch them. At that point, I had already gone to the counter to purchase the bands, but the supervisor continued blocking the entrance and escalating the situation.

This could have been handled so easily—with kindness and professionalism. A simple, “I’m sorry, this area requires an extra fee, let me show you how to purchase the wristbands,” would have solved everything. Instead, the way it was handled left us upset and regretting our visit.

I would not recommend this location. Management and staff need serious training in customer service, communication, and how to properly handle families with children. Save yourself the frustration and spend your money...

I am extremely disappointed with my recent experience at this establishment, which falsely advertises itself as a "friendly, family-oriented" space. The reality was far from it. To begin with, the prices are not clearly displayed or communicated, making it difficult to understand what you are actually paying for. When I tried to speak with the staff to clarify, I was brushed off with attitude and treated as if my questions were a nuisance. The level of customer service was shockingly poor. The staff was unprofessional, inattentive, and in some cases, outright rude. Rather than monitoring the play area to ensure a safe and welcoming environment, they were more interested in chatting among themselves in the booth. Worse still, one staff member attempted to physically intervene with my child in a way I found completely inappropriate. This is absolutely unacceptable in any setting, especially one catering to families and young children. Additionally, I witnessed staff being disrespectful to another parent nearby, and at no point were we advised of the proper safety protocols or rules for the indoor playground. This kind of behavior is not only disrespectful but potentially dangerous. It is clear that staff lack proper training in both customer service and child safety. I strongly believe this place should be reviewed for its safety practices and operational standards. It is certainly not the safe, welcoming environment it...

To Whom It May Concern,

I am writing to express my disappointment with the service and overall experience my family and I received during our recent visit to Chuck E. Cheese.

From the moment we arrived, we were met with poor customer service. The pricing was unclear and felt unreasonably high for the quality of service we received. Several of the games were either not working properly or completely out of order, and when we brought this to the staff’s attention, we were brushed off.

What was most upsetting, however, was the response from the on-duty manager. When I respectfully explained the issues we were facing and the money we were losing as a result, the manager showed little to no concern. There was no effort to correct the problem or make things right. Instead, we were met with a dismissive attitude that made it clear our concerns were not valued.

As a customer who came expecting a fun and memorable time with my family, this experience was both frustrating and disappointing. I hope that Chuck E. Cheese will take this feedback seriously and ensure that better service and accountability are provided in the future.

Overall I spent $101 for card with food but I didn't get no socks for the trampoline I think this established me to be shut down or revamped or something because I'm very unhappy...