Chuck E. Cheese — Restaurant in Garden City

I had a “grandkids day” today with my grandkids. They were really looking forward to coming into Chuck E. Cheese. Before arriving we honestly debated if we were going to eat there or just go in and let them play games and eat somewhere else. But we opted to eat there today. We ordered pepperoni pizza, and five meat pizza, and two orders of the saucy meatballs. We also ordered salad bar. First of all, we will start with the wait for the meal-it was at least 30 to 45 minutes. While waiting, we enjoyed the salad bar. Everything was fresh and we had no complaints about the salad bar.The grandkids enjoyed playing all of the games while they were waiting on the food. A great variety of games, I don’t think the kids would ever tire of playing them. I did worry about the cleanliness. There were so many people and I never saw anybody cleaning any of the machines while we were there. As soon as they called our number, we picked up the food and brought it to the table. I will tell you honestly I was completely disgusted !!! I’m telling you honestly that they served us “cold meatballs with sauce on them.” They had not even been heated up at all. They felt like they came from the refrigerator. we took them back up to the counter and asked them if they would please warm them up.When my son brought them back to the table, they were still cold— honestly they were not even Luke warm. Now keep in mind, these cost 12.99 for 6 meatballs. That is just unacceptable and might even warrant a phone call to the health department because I don’t think you should serve cold food. Now, regarding the pizza. It was barely lukewarm. While you’re waiting for your food to cook, they give you this little timer that says please be patient while we make your food fresh—🤷‍♀️ We will NEVER have hot food from here again. I won’t say that we will never come back, because the kids had a blast. when people order hot food, they expect it to be hot. Not lukewarm, not cold, but hot. This is some thing that the management needs to take care of immediately. This was not...

My kids had fun (the 4 year old at least) however, that is because he's too young to notice that more than half the machines in there were broken or turned off. I'm not one to complain typically, however, we will not be going back. When we first arrived, there were 6 people "working" however they were all (but 1) standing around. You have to wait and check in, and we stood there for about 10 minutes just watching employees standing around. Only one register was working to get game cards, there weren't any customers redeeming tickets, the employees were literally just standing watching the one employee work and us standing and waiting. If it was a capacity issue, I would expect acknowledgment of some kind that we were waiting at least as they could very obviously see us. If it weren't for my 4 year old being so excited, we would have left and gone to Dave & Busters right then. We should have.... just an overall disappointment. Again, 4 year old had fun, my 10 year old had an okay time but she was also frustrated with the lack of working games. Won't be surprised to see this location out of business within a year, and not because of COVID.

-thank you for your response. Totally understand having some off to help with social distancing. However, the Skee-Ball machines for example, every other one was switched off, which I understand. But the machines that were powered on had no balls in them so were unusable. While the machines that were powered off had balls. There were also several machines that were powered on but had error codes so we couldn't use them. The majority of the frustration is from the lack of employee caring. I've worked in the Customer Experience industry for 18 years... I definitely understand that there are things just outside of your control. However, I think your employees should be better trained in their soft skills. A little bit...

Horrible customer service. We went here for my son's birthday and after my kids played, we went to the prize booth so they can pick out a prize. Unfortunately when we lined up, there was a huge inconsiderate family of 20 people that were in the line right in front of us for prizes. These people were all talking to each other on what prize they want to get as the line grew longer and longer. Instead of the workers asking them to step to the side so others can get helped or have other workers help the next people in line, they just talked to one another. We waited over half an hour in the line and there were 5 young Chuck E Cheese workers behind the prize bar that were supposed to actually be working but instead, they were all just chatting and laughing with each other as the line got longer. It must be nice to get paid to do nothing. I then walked up to the counter and asked if one of the workers can help us get the prize that my son already wanted (I even pointed out the prize he wanted to the workers) since there were 5 Churck E Cheese workers at the prize bar and the young lady said no and we would have to wait after the large family in front of us to decide what each of their kids want. Well, we weren't going to wait any longer since it had been over 30 minutes and my son has special needs. They ruined my son's birthday and he already had the prize in mind he wanted, which is what motivated him to win several tickets but he couldn't even get his prize on his own birthday because the workers didn't want to be inconvenienced to do their job. So we left without his birthday prize and of course my son was upset so we haven't been back ever since. Thanks for ruining my son's birthday with your bad...