Chuck E. Cheese — Restaurant in Lakeland

We usually enjoy our time at the Lakeland location but this morning on June 29, 2023 around 11 AM was a failure. Our family left confused, disappointed, and quite sad with the scheduled staff, A** along with her superior.

In my past visits, I can say the location has been recently renovated. There is plenty of fun and working games for all; tasty food and beverage selections from their suppliers; the owner stays on top of the level of cleanliness and sanitation; and, the live mascot is the cherry on top.

After our last pleasant visit on June 7, 2023, we took into consideration what the manager had advertised then about the Summer Fun Pass and thought it would be a good idea for our toddler.

Rather than making the Summer Fun Silver Pass purchase via the app, we decided to go in-store hoping to start the fun right away. However, the amount we spent at the counter today was painful- we left with a bad experience and hungry.

Our day started off with redeeming an e500 ticket bonus reward in the app which required A* seeking superior assistance. After that perk was taken care of, A* then rang us up for the Silver Pass (79.99) and said the 20% discount on the XL Cheese Pizza would be applicable next purchase which was no big deal but the first red flag. After I paid for the Silver Pass (79.99) along with food and drink items for lunch, I realized there was an AYCP 60 minute card (28.00) and a lanyard (2.99) charge in addition to the Silver Pass (79.99). A* did not have a clear explanation for her charges so I asked for her superior hoping for clarity as the prices did not match to the app cart. A*'s superior kept it unfriendly and brief. She first voided the lanyard add-on, did another transaction then walked away. We had no idea what had transpired and thought she had voided the lanyard (2.99) and the AYCP 60 minute card (28.00) only to find out we had a 30 minute AYCP card and an entire voided receipt in hand.

At this point, we were roughly 20-25 minutes in and decided it was best to leave the establishment. There was no clear communication whatsoever (do we have the Pass? If not, can we purchase the Pass? Was the 30 minute AYCP card compensation? Were we getting food?). It was truly a disservice.

Dear Owner:

We are always learning and we all make mistakes but after today I can say there is definitely room there to improve! Also be kind to your new hires as well as...

It's not the great place it once was "where a kid can be a kid". Very chaotic, and unorganized. They were either short staffed or the employees working that day were new. Help was hard to find. When you did, they didn't know what to do and had to get someone else to show them how to help us. Some of the employees were rude to customers and would ignore them until they were ready to help. Their are so many new and awesome games but there are just so many that it is difficult to walk around without bumping into people or other games. Two people can walk abreast down the isles unless someone was playing a game then you would need to walk one behind the other in order to pass. Several of the kids were bullied off of the games they were playing and some had their tickets stolen straight out of the game. We had problems with the game cards not working. The bathrooms were so filthy and the urine smell was so strong you could smell it outside the bathroom. It was so bad it looked as if it wasn't maintained in days. Our table was dirty so we asked if someone could clean it. We even offered to clean it ourself and they said it was not a problem they would send someone right over. They never came and our party guests had to sit at a dirty table we wiped with a dry napkin. When we ordered our food and birthday cake the cashier didn't ring up all the items and ended up placing 3 separate orders and running my card 3 different times just to complete my order. The worst part was after waiting 2 hours for the birthday cake we asked why it hadn't arrived when they said it would. They didn't even have a cake ready. They didn't even have knowledge of the cake being ordered. We provided proof of the purchase and they no longer had the style cake that we ordered. We got what they had left. They were out of cake boxes so we had to cut the rest of the cake into pieces and put them into 3 styrofoam salad boxes. It was our worst visit ever. It's really sad when your kids didn't enjoy themselves and do not...

Where to start.. I decided to throw my sons 3rd birthday party here. He was so excited to go, we have never had a birthday party here before so we were unsure how everything worked. When we go in I showed them my confirmation of his party. They told us to go in the back and you’ll see his name. We went back there to his table. We sat around for 20 minutes before someone finally came over. She explained how everything worked. I bought all the kids the unlimited 2 hour games (the most expensive package) we decided to go ahead and do the food first. I already preordered all the adult drinks and food. We waited for 45 minutes to get our pizza (we only have the table for 2 hours) after we got our food. We told the lady that we would like to go do the ticket blaster for my son and do the cake after. She told us she would be right back. We waited another 30 minutes, and longer for the cake. We had to keep reminding her what we needed. Finally the kids were ready to play the games. All the games there are a rip off and a joke. Half of them don’t work. We played games and said 76 tickets all the machines would only give you 1-3 never what it said you won. It was pretty annoying paying for the most expensive package and all the games not working and not giving out the right tickets. After this I decided to talk to the manager. He seemed very understanding of all my concerns and gave us a 500 tickets. They started to mop the floors while a lot of people were still there. And my son was walking and fell and hit his head so hard he has a egg on his head. There was no signs that the floor was wet. The host we had for his party saw the whole thing happen and didn’t say a word. All she did was move the wet floor sign to where he fell. However this whole experience was horrible if it wasn’t for my son I would of walked out. 180$...