Dave & Buster's Lansing — Restaurant in Lansing Charter Township

My family visited this Dave & Buster’s for the first time last night to celebrate my nephew’s 7th birthday. While the atmosphere was initially enjoyable, the experience quickly deteriorated due to unprofessional service from the restaurant staff. We played games for about an hour until our table was ready, and although the service provided wasn’t the best, due to the waitress being largely absence, we were content. When it came time to pay, one member of our party was charged a $44 service fee for a $60 bill, in addition to the tip they left. When we asked for the itemized receipt and questioned the $44 charge, our waitress Jenee gave conflicting answers: first claiming it was a suggested gratuity, then saying it was a service fee for parties over 7. Due to the lack of confidence in her answer, we asked to speak with a manager. The manager, Vinny, explained that the $44 service charge should’ve been split up between the 4 checks, and admitted the system had issues so the charge was added to my sister’s bill only. The other 3 parties had already paid and tipped generously, and my sister also left a tip in addition to the $44 charge. Jenee and Vinny offered a food/play card as compensation for the error, but we declined and advised we just wanted the $44 refunded. Vinny stated he would “make it right” and walked off. We waited about 15 minutes for him to return, and after watching a group of waitstaff point at our table and give unsettling looks, I politely went over to see what the issue was. Vinny appeared and I simply asked if he had resolved the issue and for the original receipt back, and was met with a disrespectful response. Rather than addressing the issue, Vinny escalated the situation and gave attitude stating he told us 24 hours and it was not my business as it was not my receipt that had the issue. We were so confused where his attitude was coming from as we were calm and respectful the entire time, we just wanted the situation resolved so we could leave. Again, we were celebrating my nephew birthday so we had children with us that needed to get home to bed. I asked Vinny to provide us with the original receipt and that we would handle the matter with another manager, and Vinny became aggressive and called security. When I asked what his issue was and why he called security when I was being calm, even while he was being unprofessional, he told security to call the police; even the security guard seemed confused and did not comply. How terrifying that they have someone like that managing their restaurant. We never once were disrespectful, did not even so much as raise our voices, but because we asked for our original receipt that Vinny was refusing to provide, we needed to be escorted out by security/police??? The whole situation was really shady from the beginning. Vinny stated he was “done with us” and walked away. Jenee never appeared again after we initially asked her for our original receipt she took back. Eventually, another manager came over to try to resolve the issue, and only then did Vinny return with the receipt, and points towards my face saying “she needs to leave my restaurant”. As we were leaving, we noticed two security guards trailing us. I turned to ask why it seemed as if they were escorting us out, and one of them, Charles, said “we are not escorting you out, we’re just walking behind you”. Completely unnecessary and humiliating to do that, as the entire restaurant watched and assumed we were being thrown out. Such a disappointing, terrible situation that could’ve been avoided if the manager, Vinny, had acted professionally and honored what he said about “making it right” from the start. Vinny escalated a minor issue into an embarrassing scene.This was by far the worst customer service experience I’ve ever had. What happened was unacceptable, and I hope corporate takes a serious look at the behavior being allowed at this location. I wouldn’t recommend this location to anyone, if you want to go to a Dave and Buster’s where you’ll have a great experience, go to the one in...

Celebrated a birthday here this past week. We were a group of 9, waitress was kind and sweet. Issues didn’t arise until it came to paying for our bill. The first person in our party couldn’t use a giftcard they had received, which was fine but took the waitress going and finding a manager awhile. Second person of our party was overcharged by $40. Asked for an itemized receipt, pointed out the error. Waitress again goes looking for a manager to help. Came back to tell us that our options were either keep the bill as it was (which was an error on our waitress’s part) and get an extra play card. Or wait for the “long process” to get it refunded and the play cards on the order to be processed again. Asked for the refund, the process was long as she had mentioned. No manager in sight to help the rest of the party pay and get to the games. Waitress came to cash the rest of the party out. The tablet was not working for her. She seemed stressed and I figured at this point a manager would step in to resolve the issues we were having. Went up to pay, my order was the $27.99 eat and play as well as an $8 shot. Ended up being charged $59. Was charged that as well as an extra chicken tender meal. The manager was overseeing the waitress ring this out. Told me it was the correct amount. The ordeal was confusing so I let it slide and cut my losses since I must have misunderstood the eat and play deal. Went to use the play card on a machine and was told it wasn’t loaded after I had just dropped $59 (not including tip).Went back up to speak to a manager and he was not very helpful while I explained the situation even though he had just watched me get rang out. The rest of the party was a pain and a half to ring out. Today two other members of our party found extra charges on their cards from Dave and busters. They called support and said to either come in person or leave their info to be contacted by corporate in the next 24-48 hours. I understand that this establishment is new, but a qualified manager should have stepped in and broke everything down for us. Our waitress was sweet but seemed overwhelmed by the whole ordeal. Also the photbooth in the back has you take 4 photos and when you go to print out the photo strip one of the photos is replaced with a logo for Dave and busters. Go figure,...

If I could give 0 stars, I would. Be weary of servers scamming you.

We had a party of 10 reserved. When we arrived, we ordered 2x pretzel stick plates and kids meals. 2x Mac and cheese, 1x Pizza, 2x burgers. The pretzel sticks took an hour and we got 2x pizzas and 1x Mac and cheese. The pretzels finally came out and we finally got the second Mac and cheese. We were told the pretzels and one pizza would be taken off the bill.

We ordered 3x happy hour beers and 2x happy hour margaritas. 1 beer and the margs took 30 min to get to us even though we saw them at the drink station. We almost went to get them ourselves. We asked different folks to get them, and that didn't work either.

London was our server and was very slow with getting water, the bill, food, whatever. All he wanted to do was come tell us that he was trying. It wasn't working though. He just ran around looking busy.

When it came time for the bill, we reminded London of the order mistakes, and we asked for the bill to be split into two checks. Well, as you can imagine, we were charged for the pizza and pretzels, we were charged for full beers ($18 compared to $5), and we were also chargrd for kids fries even though we didn't order them. In total, it was almost $70 of extra charges. They also put our play cards on the bill that I ultimately paid a tip for, which I regret, because London was a terrible server.

He brought the bill and didn't allow us to look at the itemized bill, and hovered super awkwardly as we tried to tip him, like man, I didn't want to tip you 20%. Stop watching me.

We knew something was off and asked London for a paper receipt, which he regrettably gave us. When we got home we realized that he overcharged us.

I called the next day and spoke to Vinny, a manager, who told me that we could get a refund of $50. Still not enough for what we were charged, and definitely not enough to cover the tip I want to get back.

London was so overwhelmed all night long and was terrible. Stay away! If you must go, ask for any...