Topgolf El Segundo — Restaurant in El Segundo

This was my first visit to a Topgolf location, and let's just say that it left me feeling some kinda way. We went to the El Segundo location last week (10/11) to celebrate my husband's birthday with some close friends and family. We had a large group of 15 folks, (All in our 30s and 40s with the exception of our niece who is a Junior in college) so my husband reserved 2 bays. They were pretty busy for a Tuesday night at 8:30pm, but no big deal, we got to our first bay around 8:30 we arrived a little early...(reservations were for 8:30 and 8:45) Our first bay was on the 3rd floor. We were starting to get signed in etc, while waiting for the rest of our group to arrive. My husband got a text at 8:35 that our 2nd bay was ready, and we asked our server Brandon if it would be possible to have our second bay moved up to the third-floor so that we could all be close together. Brandon informed us that he wouldn't be able to make that call but he would ask a manager if they can make that happen for us. So, Brandon goes to the manager and comes back and let us know that they wouldn't be able to move the rest of our group to the third-floor. No big deal. We just sent half of our party down to the second floor so they could get started. We had started our first game, which was Angry Birds, and some additional people had showed up. If I remember correctly, we had about 10 people at our bay. This guy named Jerry (Topgolf employee) comes over and inform us that there were only eight people allowed per bay and he "assumed that we didn't wanna have to pay for an additional one." Needless to say, my husband and I were taken aback by the assumption made by Jerry. I was ready to go H.A.M, but my hubby was feeling diplomatic, so he handled the situation and addressed Jerry. He informed him that he was already paying for another bay that was on the 2nd floor. Jerry then tried to rectify his verbal misstep and offered to bring the rest of our party up to the now empty bay that was right next to us. Overall, my husband enjoyed himself, and so did our guests. I even had a good time considering I've never even attempted anything outside of miniature golf. I even want to go back one day. My husband and I are both business owners and we both have extensive customer service backgrounds and training. That being said.....Dear Topgolf management, it would behoove you to train your employees about proper etiquette when dealing with your customers. Don't ever judge a book by It's cover, as you don't know who you're talking to. Please let Jerry know that most people do not take well to others spending their money for them, or as they say in hip hop circles, "DON'T COUNT...

Absolutely abhorrent customer service and communication. After waiting 1 hour plus and spending 120 dollars at the bar, we were finally allowed to sit at a bay we reserved. Walking up to the bay, we noticed the surrounding bays had families that appeared to have been sitting a while. After adding 70 minutes we were not allowed to add more time through the system and after talking to our server we were told that we cannot add more time because there was a reservation. Keep in mind that it was never communicated that there was a time limit and we had to leave by a certain time. In addition, the bays surrounding us were free to stay as long as they like. I don't want to make this a race issue, but it seemed to be a coincidence that the surrounding bays were white folks and we were the only diverse group. Moreover, the server made it seem as if we were at fault for the lack of communication and that we didn't possess the clairvoyance to foresee that we would need to be out by a certain time. We were comped game time, but does that make up for the fact we spent 200 dollars to wait an hour and a half to play 70 minutes whilst others were free to play to their hearts content. I can't even put into words how poorly we were treated. If every customer was treated this way this place would be a ghost town, but I suppose they pick and choose the folks they treat this way.

Update 1/4/24: DM'd my email the following day of the incident and have yet to hear back from TopGolf. Feeling like their social media team left their message in bad faith for optics and damage control.

Second update 1/4/24: We were told they would comp our game time for the inconvenience, lack of communication, and forcing us out after waiting so long and spending 200 dollars on food and beverages. But our account is still missing game time, so either we were lied to or someone didn’t care enough to follow through with...

If you're planning a birthday/event, AVOID TOP GOLF. Just show up and ask a bay.

I thought signing the contract with a minimum commitment of spend would AT LEAST give us a spot on the 2nd or 3rd level. The sales associate said she couldn’t reserve a bay location and the facility would handle that, when we arrive they told us those requests should be made when the reservation was made.

Our group - which was for my sons birthday - was placed on the bottom floor in the corner. They still had fun - but to me - who footed the bill - it was a BIG MISS on expectations - the cost does not deliver on value.

Our local driving range would’ve been adequate at a fraction of the price. And we could avoid “the no outside food / drink - here’s our overpriced menu” requirement.

Here’s the TOPGOLF experience:

The appeal of a party package is that you avoid the ridiculous “$10 Lifetime membership fee” for everybody at the party. You can have 6 people per bay. We had 2.

The sales rep sends you a “contract” and you place a deposit when you sign electronically - then they require you to pay before showing up. The contract is clear that they won’t keep your bag if you’re late. I thought this was strange but this place is all about the money not value so there you go.

The two platters were provided that didn’t feed our group of 12. Plan on shelling out another hundred on more food.

IF YOUR still considering a ln event, ask these questions:

-can you guarantee me a bay that is not in the corner?

TOP GOLF - if your reading here’s some feedback-

-Tiered pricing for bay location. I would’ve been fine paying more for 2nd 3rd level. -Get your story straight on reservations - the contract thing for youth birthday party is a bit much. -DO NOT put pre-paying parties on the bottom corner bays. Keep those spots for walk-ins.

Thank you for the “Spirit Airlines”...