Dave & Buster's Gaithersburg — Restaurant in Gaithersburg

So I went here for a birthday party. Our waiter Jose (who was clearly drunk or high and also admitted to one of the party goers that he was in fact high) made us wait 15 minutes before ever coming to greet us. I ordered with him I order the Nachos as an appetizer, then I ordered a kids pizza and kids burger on the fly because I had my 4 year old autistic daughter and my 6 year old with me who were VERY HUNGRY. Then for entrees, my vegetarian 12 year old order a veggie burger with no tomato (she’s allergic) and I ordered wings with fries…… the app never came out…. I actually had to ask multiple times to my under the influence waiter to please check because my wings (no fries) and a well done burger (not veggie) came out but no nachos…. :-(. He argued with me that the burger was veggie and not meat… IT WAS MEAT. Then after all of that… here’s the kicker, even after the party host told the waiter checks would be separate he stil neglected to keep tabs on orders. So at the end of the party I waited patiently for my tab…… Jose charged me for everyone’s drinks from the party. I had no issue with paying MY BILL. Kevin the Manager, a short maybe Hispanic man with a beard who also refused to give me his name and I later had to call the store and get it, let me know that because I would not pay for the other persons drinks from the party he had to call the police….. my autistic daughter who was already overwhelmed from all of the lights and sounds had an entire hour of crying. My 12 year old daughter with anxiety had and entire anxiety attack because Kevin who was the most unimpressionable manager I’ve ever known, Jose who I guess I can’t blame because management allows him to be under the influence while serving. I don’t even care to be long winded at this point because this was single handedly the most embarrassing, sad, and most unfortunate situations. I just want to thank Montgomery county police department for calming my kids down and rectifying this whole situation. I want to apologize to our good paying tax payers for Kevin and Jose wasting our time. I ended up paying for MY entire bill. Even though allergies were ignored and meat was bought out and my app never came…. I paid for it. I did not pay for everyone else’s drink. HOWEVER Kevin did ban me for a year and also called for more units even though I was not violent or aggressive but you know how that goes lol. And even though I paid 112.00 :-) the cops and I were all laughing at the situation because how could a business be this disgusting. Then they gave me a fake receipt when I ask for my receipt. But thank god for Apple Pay lol I’m pretty positive it was because of the color of my skin. But it’s all good. I PAID MORE THAN 190.00 in total to this place for this treatment. Kudos to y’all! If I could be louder about what you put my kids through I would be! Be aware as a person of darker color that you will be profiled in this way. This is the very reason they have sheriffs there on standby. So please make sure you check who you are going out with. Because I had absolutely no issues paying MY BILL.

UPDATE: was told guest relations would reach out and IT...

Dave & Buster’s has always been one of my family’s go-to spots when we’re in town, and although my parent live closer to the Silver Spring location, we made the drive out to this one on May 3rd around 5 PM so we could enjoy a meal and catch a movie nearby. Unfortunately, the experience didn’t live up to our expectations.

When we arrived, I asked if we could be seated in a booth due to a medical condition that makes high-top or barstool seating uncomfortable and potentially unsafe. At the front, there were two Hispanic female hosts with burgundy-colored hair, and I was told booths were only for groups of five or more. I calmly explained the reason for the request, but their response was cold and dismissive, with no effort to empathize or offer a solution.

I asked to speak to a manager, and the person who came over was a white male with long blonde hair pulled into a ponytail. He repeated the policy word-for-word and showed no concern when I explained that the high stools presented a safety risk. Instead, he claimed the booth seating was “the same height,” which it clearly is not. There was no willingness to accommodate, despite visible booths open and even being used by smaller groups.

I reluctantly agreed to sit at the original table, but then the manager told me—twice—that I needed to go tell the hosts myself that I’d be keeping the table. Despite standing much closer to the table, I had to walk all the way back up front to deliver the message—something I felt the manager should have done himself. When I told the hosts, they simply looked at me like I was stupid. One even gave me a smirk, and the entire interaction felt incredibly humiliating, especially because it happened in front of other guests who clearly noticed.

Thankfully, a server in the dining area overheard what was going on and offered to help. He, along with our server, showed true professionalism and empathy. They moved us to a booth with no issue at all and reassured me it was perfectly fine. Their kindness turned a negative situation into something more bearable, and I truly appreciated it.

Unfortunately, the poor attitude didn’t stop there. While we were seated at the booth, the two front hosts kept glaring at us, rolling their eyes, and giving us dirty looks every time they passed. It was painfully obvious they were unhappy we’d been seated there after all, and their body language made us feel unwelcome and uncomfortable throughout our meal.

I’m giving this location two stars only because of the wonderful dining staff who stepped in and saved the experience. But the behavior from management and front staff was completely unacceptable. The team desperately needs training on basic customer service, accessibility awareness, and professionalism. No guest should be made to feel dismissed, judged, or humiliated simply for requesting reasonable accommodation.

I hope this review is taken seriously and used to improve the experience for future guests.

Would I come back to this location?...

Be wary of giving this location your card information when you pay. Night started out pretty chill. We ate, we’re ready to play. Waitress comes and gives the bill we pay and start to leave the table. A few moments later the waitress approaches my brother in law claiming there was an error, and still a balance. The bill was actually $291 not the $198. They weren’t sure what happened or how to even find the bill. But the manager had us pay the difference, which was almost $94 and we were cool with that. Mistakes happen, we just wanted it handled and to keep enjoying our night.

So imagine my surprise to wake up to another charge of that same $94 to my card. We called the location and got forwarded to Mike. My husband not happy about be charged for something that we didn’t authorize was pretty upset, and Mike was talking to us as if we were the idiots that didn’t close out the check properly. He just kept repeating “that was a pre-authorization only” which confused me because if we PREAUTHORIZED it why would there need to be another? He kept saying one will fall off, as if it wasn’t a big deal. “The check wasn’t closed” blah blah blah. I don’t need you to explain why you did it…I just want my card not to be charged without my knowledge and for you not to have an attitude like our concerns weren’t valid, sir.

I asked legit questions like how can you just charged someone’s card all Willy Nilly. Without their authorization…feels kinda like fraud idk. I didn’t sign anything for another charge so interesting. He got real snappy saying only way he could fix it would be to get my card information last 4 digits expiration like sir, you should already know you’re the one who just charged it lol. If he sees a second charge they’ll handle it. His customer service skills are piss poor.

I bet you if they took $94 off his check he’d be trying to figure out what the heck happened just as we were so I really didn’t appreciate the fact that he was I total douchebag.

Now I have to wait idk how many days for the nearly $100 to come back to my card. Will not visit this location again, and if I ever do, will make a note...