Chuck E. Cheese — Restaurant in Las Vegas

UPDATE: Chuck E. Cheeses Corp Office contacted me, they were very understanding and they promised to addressed the issue, they also gave me a complementary pass for me and my family which we enjoyed at Chuck E. Cheeses in Henderson:1521 W Sunset Rd, Henderson, NV 89014, the best location with the most polite and professional crew, thank you.

I was very unhappy with my visit at Chuck e Cheese, located on 7381 W. Lake Mead Blvd, Las Vegas NV, 89128.

I have 4 kids, from 6-21 years, and Chuck e Cheese has always been the place to go, to have fun with my family, we have had birthday parties, family gatherings, etc at Chuck e Cheese since I have friends and family with many kids.

My family and I decided to try a different location this time, so we went to this particular location.

We arrived at Chuck e Cheese around 5:15 pm, waited in line like 20 minutes to order dinner for my kids, please note, there is more than 1 register in this place, but only one was open.

We grabbed a number and went to play, we had planned to be there for about 1.5 hrs, since we had another place to be at 7:10 pm, only like 5 min from this location, reason why we made the mistake of going to this location.

At 6:10 pm, I noticed the pizza wasn't on our table yet, so I went ahead and asked someone at the salad bar, she asked for my number and told me the pizza had just went out to my table, so I apologized to her and went back to my table, we waited 15 more minutes and nothing, so I went back again and asked the same person to please make sure that the pizza was ready because it never came out, she went to the kitchen, came out again and said "your pizza will be ready in 5 min" by this time it was already almost one hour since we ordered the pizza.

I asked for the manager (Noemi) and after waiting for her, in a very non-apologetic way she approached me and said, "I can do 2 things for you, either give you your pizza to go, or give you a refund" I explained to her how my time with my family was completely ruined because now I was going to have my kids eating in the car,she said "well I didn't know anything about this" but if I am explaining to her and I spoke to other people about what was going on with my kids dinner, her being the manager shouldn't have being notified? When she was saying that, the other "manager" (Elizabeth) was coming out of the kitchen with the so named pizza, Noemi told her to take the pizza back, I asked if that was my pizza and she said yes, but I can't give it to you until you tell me what you want to do, I said I wanted my kids to have their pizza an hour ago! That was pointless because Noemi never cared for my concern. I told her the least she could do was to get the pizza asap, and to offer a refund for the inconvenience, we are talking we waited almost 1.5 hours for A PIZZA! She said "I can't do that, you can speak with the other manager, but she is gong to tell you exactly the same thing I am telling you" she turned around and started talking to Elizabeth the other manager, Elizabeth had the courtesy to at least come out and talk to me, unlike Noemi, she was behind the counter the whole time with a careless attitude. Then Elizabeth said, "no I can't give you the pizza you were supposed to get an hour and a half ago and the refund, you must choose one or the other". My kids were very hungry so I choose to get the Pizza to go. I am very frustrated with the lack of customer care/service at this location, I know there was more than one supervisor on the floor, and several other team members, the place was very busy and I can understand a delay on food, but there is clearly lack of team management and supervision, I do not understand why having more than one register and more than one manager, they make people wait a very long time to order because only one register is open, then another hour to get the food...

I have actually been to this location a few times, on opening day and a few weeks after that, and I had no issues with waiting in line to load the card and purchasing a beverage.

However, one this 3rd visit, I guess I received the reality check that I needed. Now let me note the fact that I, myself, have been attending Chuck E Cheese all my life. I grew up in California but most locations are pretty much the same. I even enjoyed playing the games and eating the crappy pizza and salad bar throughout my teenage years and held my 18th birthday there with my family. I would also like to add that my family and I have patronized the Lake Mead and the Henderson location before, now that I have a child. So I have seen my fair share of these joints to know what is up. Thus, this review comes with much analysis.

Lets start with the fact when we were walking up to the front door of the establishment, the emergency doors that are supposed to be locked appeared to be propped open. The first thing my partner mentioned when we left was that this location was not the greatest in terms of security because that door stayed open the entire time that were there, and presumably before and after. The doors were locked but were forced open so the bolts wouldn't allow them to close. Anyone could have walked in or out with any child, through that open door. Be mindful when you do decided to visit, that those doors remain closed correctly. I personally am not sure I would return because of this problem. STRIKE ONE on the overall safety of the location.

The other big issued I faced was when we had to wait in line in order to utilize the coupon that was on their website, instead of being able to use the kiosk and loading without the hassle of using a cashier. There was a family of 6, 2 adults and a few kids in front of myself and my child. They had to complete 3 different transactions so it was a long wait. There was also a family the same size behind us but when I stepped aside to ask a cashier the question about the coupon, the manager walked up and took the large family behind us, and that transaction took forever as well because they didn't know what they wanted to eat. Mind you, I'm in line with a impatient 3-year-old that is inching to run away because he is excited by the games and he doesn't understand why the wait was so long. Nonetheless, that action by the manager pissed me off. When it was my turn, I expressed my irritation in the most profession manner and the lady didn't even bat an eye towards an apology for the misunderstanding. I've worked at busy restaurants with a lot of children around and there are standards that have to be meet, but this manager was careless. So much so that in the middle of our transaction, she actually had the nerve to fake yawn shared that she was tired. STRIKE TWO on the customer service.

The last issue I saw was that some of the machines were not working. Now I get it, children are beating these machines the hell up. But the machines are made to be industrial and this is a fairly new location. It would also help to place an OUT OF ORDER sign on the machines that are not working, so that we don't waste our credits. Which we did on a few occasions. STRIKE THREE on the machines that were...

Chuck E Cheese has come a long way in the aspect of paying for time and using the a card instead of coins. But they seriously need to get more games, and interactive activities. I arrived around 12 something there wasn't a lot of people there and wasn't a long line to order. The young lady who helped us was nice initially, I ordered a one hour pass, salad bar, and a personal 6 slice pizza to totaling to $50. I must add that I did utilize the a coupon on the web page, which I'm glad I did since the Groupon code I found can't be bought and used in the same day. I was there nearly 45 minutes and my pizza never came out, so I walked back to the front and this time there was a different girl at the front desk. She then went in the back to grab the girl who was the manager and originally helped me. She instantly asked did I want a refund or was I asking where my order was. At this time I'm mildly upset that she didn't apologize and just asked if I wanted a refund after waiting so long. She said someone else probably took my order but my buzzer never went off! It took another 15 minutes, by then our credits were used and it was time to go. I boxed up the pizza and left. It was hard finding a table as most of them were dirty or had stains, the drinking fountain was out and everything tasted like water. I overheard the phone conversation as I was being rung up that they were working on getting someone out to fix it. The salad bar was meh, they no longer have salt and pepper shakers on the table. I was not impressed and will not...