Chuck E. Cheese — Restaurant in Fayetteville

My experience here was horrible. This establishment deserves zero stars for the customer service I received. I had my son’s 4th birthday at this location. I booked the Ultimate Fun Package and received the worst treatment ever! I expressed my dissatisfaction about the service I received to the host who brought out the pizza.I attempted to explain that my son did not get a birthday show as outlined in the package. Additionally, my party was set up late for unexplained reasons. The host assigned to my party was later discovered as the manager on duty. Whom was very unpleasant and not attentive to my party.She appeared to be overwhelmed and was also working the play area. I received complaints from my party guest about her yelling at kids about the playground area being restricted. She then brought out one pizza and I attempted to explain to her I order an additional pizza. She became argumentative and stated if you did it online that has nothing to do with me. I explained, I ordered the additional pizza upon check in, this issue was corrected. While checking out, I expressed my dissatisfaction of service once more. I requested to speak to the manager on duty and to my surprise it was the host who brought out the food. I conveyed my horrible experience and inquired of her name. She became very confrontational and refused. It can be noted that she was not wearing a visible bade or name tag identifying her title. Additionally the staff did not have on appropriate uniforms, so it was unclear who was employed at this establishment. I began to inquire to the person behind the counter of the manager’s name and they refused. While checking out at the prize counter, to my surprise three police officers walk inside and approach me. One of the officers stated they received a call regarding a verbal altercation. I then outlined my encounter of the interaction. I stated I only asked for the manager’s name and inquired if i was permitted to ask. The officer stated that was fine. I inquired again of the managers name and she refused. She yelled I want the entire party to leave. This encounter quickly became traumatic to my party guest and I. My son and several other kids began to cry. I explained to the officer she did not ask me or any of my party guest to leave. Several of my guest just paid for the add on service of the playground in which they did not get to utilize adequately. I along with my entire party was escorted out for voicing my dissatisfaction to the manager. As I was leaving out, the front counter clerk stated the manager of duty name was Bianca. This experience was definitely memorable, but not in a positive light. Ms.Bianca actions were unacceptable and unprofessional. Her unethical behavior is a bad reflection for this establishment. My son cried all the way home, and screamed I never want to go to Chuckee Cheese, that statement was very disheartening, because he was excited for months. Please find another party venue to make positive...

I am writing to formally express my deep disappointment and frustration regarding the unacceptable experience I had at your Fayette, GA location during my son's 6th birthday party.

I arrived promptly at 4:00 PM for our reservation, having purchased the Mega Fun Package. However, the majority of the services and items promised in the package were never provided. Specifically:

We did not receive our pizza until 6:00 PM, two hours after our reservation time.

My son did not get to experience the Ticket Blaster, the Chuck E. Cheese Birthday Show, receive any prizes, have a party host, or enjoy the included ice cream.

There was significant disruption during our event due to the manager loudly arguing with a recently terminated employee and her mother, as well as with two additional customers. This confrontation lasted approximately 20 minutes.

When I attempted to inquire about the missing services, I was met with repeated delays and ultimately told by a staff member that the manager was overwhelmed.

Due to the disorganization and the chaotic environment, my party and I made the decision to leave the venue around 6:30 PM and continue the celebration at home. When it was time to address the payment, the manager ignored me after initially requesting that I process it. She prioritized lengthy conversations with employees regarding other customers who had walked out without paying.

When I finally had the opportunity to review my bill, I expressed my concerns about not receiving the services included in my package. The manager was dismissive, refused to issue any refunds, and instead offered to provide the ice cream at that late point—well after the party was over. When I reiterated that the party had ended and the guests had already left, she became loud and argumentative. My husband ultimately had to intervene, at which point we decided it was best to leave the premises. Another family also shared with me that they were similarly denied refunds for services they did not receive.

This experience was extremely upsetting and entirely inappropriate for a children’s event. The behavior of the manager and staff was highly unprofessional and chaotic, creating a hostile environment for what should have been a joyful celebration.

Given the numerous failures to deliver the promised services and the poor handling of the situation, I am requesting a full refund for the Mega Fun Package I purchased.

No child or family should have to experience such disappointment at a venue dedicated to children’s celebrations. I will not be returning to this location and am seriously reconsidering ever using your...

My experience with Chuck E. Cheese has been horrible! I reserved a birthday party for my baby’s 1st birthday but had to cancel the party due to COVID outbreak at a family’s member job. When the manager Kim called me to go over the details of the party, I informed her about cancelling the reservation because of the Covid issue with family and I told her that I understand I will not be able to get a refund. She told me that she will allow me to get a refund because I can’t help a Covid out break and to just ask for her when I come. I told her I won’t be able to come until the weekend. On Sunday someone name Myles called me and ask were we still coming for the party. I told him that I cancelled the party with Kim already. During the call he seemed kind of agitated as if I was the one who forgot to put it in the system about the party being cancelled. He said we still have you down for a party today. When I mentioned to him about the refund Kim told me I could get, he tells me he is unsure about that and that I would have to call him back in 30 minutes and he will let me know. 30 min later , I called back and the person who answered the phone said Myles was on break and to call back. I called back again and gets no answer. Today , Monday 12/07/2020, I called again in regards to the refund. I was getting ready to head to Fayetteville to get the refund but wanted to make sure it was ok first being that I lived in McDonough because I never talked back to Myles. I called and mentioned to the young lady who answered the phone about what the manager Kim told me. She seemed surprised and asked me “She said you can get a refund ?” I told her yes. She put me on hold for a second. The next thing I hear is a manger named Lorenzo being very rude in the background talking with aggression. I heard him say tell her we don’t do refunds and if Kim told her that it don’t have anything to due with us . She need to call corporate. The delivery of it was very unprofessional. I asked to speak with him so I can tell him about his unprofessionalism. If that is the polices and Kim told me wrong, I understand but for Lorenzo to be so rude was upsetting. The young lady on the phone then proceeds to tell me he is un available. I want to call corporate about the whole situation. Everything was handled poorly but the number he told her to give me was not...