Dave & Buster's Livonia — Restaurant in Livonia

This was an extremely frustrating and berating experience. We put $330 on our cards to play games and all had full meals with appetizers. I went back to our seats to finish my meal with the expectation I would return for another drink or something else to eat. The waitress set the payment device on the table and said “when ever you’re ready, I’ll be back shortly” and walked away. We were all off playing games and the waitress finds my husband in the middle of playing a game and tells him he has to pay now, cause when she went back to our table all the plates were gone and if we were done at the table we had to pay now. I had never said to her we were finished eating, is all that was left was my husbands unfinished beer on the table (some random server had busted the table and took my daughters half drank Shirley temple, with out asking if we were even done). She kept shoving it in my husbands face to pay, and he explained to her, while he was still playing his game, we were not done. She insisted we pay now and then went off to find the general manager. My husband comes and finds me and the general manager and waitress are following him to me. My husband kept telling them we were not done. He said we had to pay since we left our table. If we wanted to keep the table we would have needed to put a credit card on hold for a tab (so we didn’t ditch our bill 🙄). The general manager began getting in my husbands face and it got heated. Whilst this was all happening the general manager kept threatening to “take this out side” as if he wanted to fight. I was appalled. I attempted multiple times to calmly speak to the general manager. He was repeatedly talking over me when I began to talk. I finally told the manager he needed to let me speak and NOT interrupt me again (being a female it appeared that he was standing over me as if he had some upper hand on me and was talking down to me). I explained that our waitress never said we needed to put a card on a tab to keep our table, even though she knew we were leaving the table to play games and come back the entire time we had been there AND NEVER SAID ANYTHING. While I am explaining this to the general manager, he was never making eye contact with me, briskly nodding his head, kept looking at my husband and would interrupt me when my husband spoke saying he did not want to hear what my husband had to say (clearly not listening to what I was explaining to him). I expressed that the waitress NEVER informed us of this, and we have been there multiple times and never had a problem. I turned to the waitress who was standing there with her arms crossed (clearly not open to conversation and very defensively tapping her foot, EVEN THOUGH WE SHOULD BE ON THE DEFENSE CAUSE THEY WERW TARGETING US LIKE WE WERE GOING TO DITCH OUR BILL). I asked her am I wrong? Did you inform us we had to have a card on tab to leave our table and play games? She never answered my question. She went off about how she was trying to get him to pay and she had been doing us a favor by not opening a tab for our table. So I asked her again… am I wrong? Did you ever tell us about needing a credit card? She once again deflected and also stated “I was doing you a favor”. No favor was being done, cause it turned out the way it did. More sounded like to me, that the waitress messed up by not having us put a card down, was trying to cover herself, by lying. In the mean time the general manager, multiple times said to my husband, he was going to call the cops cause my husband was upset cause he felt we were begging accused of trying to ditch our bill. I finally paid our bill since they were not even listening to me trying to discuss this with them. We had no problem paying the bill then or putting a card down to keep our table. Their approach was demeaning, disrespectful, condescending, and talked down upon. This facility needs to make it clear when a patron sits down, if they want to go play games and keep your table you need to put a...

We went on a Friday night. It was extremely packed (shoulder to shoulder). There were lots of games. My kids were very excited. However, several games were "out of order." Between the body heat and lots of people, it was VERY hot. My husband, myself, and my kids were sweating; it was uncomfortably hot. There was a bar and a restaurant area. We did not eat at the restaurant. We went for the arcade games. My kids played several games, and the games are fairly priced for a place like this. Games averaged about 10 coins per game. I spent 60.00 for 400 coins. That was enough for 2 kids to play for about 1.5 hours. When we went to spend our "tickets," the store was also packed. We had 660 tickets. It was extremely unorganized in the store. There were signs in the wrong places. We looked around for about 20 minutes. My son found a little toy that had a sign that said, "300 tokens- squishy ball." It was literally a little squishy dollar store ball in a tin. We got in line and waited 20 minutes. We finally got to the register. The woman working scanned it and said it was 4000 tickets. I explained there was a sign with it that said 300. She said, "Well, too bad, the sign was probably moved like everything else in here. You don't have enough." I told my son to take her over there and see the sign and where it was located. She said, "ok." She went with him and came back and said, "I see what you're saying. It does look like it would go with that. But, no, like I said, it's wrong." The lady behind me had the same item and said, "The sign definitely says 300-squishy ball." At this point, the worker had already taken the item from my son and returned it to the shelf. When she came back to the register, I was mad. We had waited in line 20 minutes because it was so busy. At this point, we don't have anything to check out with. So I stood there and told my son, "Go to the wall and get a small item. I'm not getting out of line and waiting 20 minutes again." It was honestly awful. The lady should have just given him the item; it was a dollar store toy. At this point, I asked if I could pay for the squishy ball so we could be done with it. But, she said, "No." She then started talking to someone else behind the counter and was basically ignoring me. (But it was extremely busy in the store.) My son came back with a little 10cent toy for 300 tickets. I showed it to her and asked if we were all set. She literally didn't respond and scanned the item. I was NOT impressed at all. It would have been different if the prize was for an adult. But, my son is 6. So that was a little...

I took my Family to Dave & Buster’s on February 8 to celebrate my Grandson’s Birthday. We were interested in doing the $19.99 Play & Eat package which were were informed by the Manager at the Hostess Stand that we couldn’t do that package because we wanted to play some games first before eating - to get this package, we would have to eat first. Really?!?!?! We had gift cards so we proceeded to just purchase gaming cards with our first $50 dollar gift card and would use the second $50 dollar gift card for food later. After playing some games, I came back to the Hostess Stand and gave the same Manager my name & phone number for a reservation for 7 people (5 adults & 2 kids). It took him 3 times to get our phone number in the system, which gave me a little concern, but the 3rd time was charm. I checked back in 20 minutes to see how much longer, the kids were getting a little cranky, and this same Manager was now joined by a young lady who has no business being in the customer service business. She informed me that, rudely, it had only been 20 minutes, and it would still be another 30. No problem, we waited patiently and checked back in 30 minutes. Same Manager - informed that we were not on the list, we had “declined” our reservation. I wanted to know when we did that, after showing him that I had never received a text message stating our table was ready. He proceeded to tell me he couldn’t tell me that until the rude young lady pointed to something on his screen. He told me I “declined” the table at 5:24 pm. Impossible, it was only 5:07 pm at that time. His solution to making it better - we were next on the list and he was going to try to get us seated. Now I don’t want something for nothing, mistakes happen, but I truly believe this could have been handled differently. If you want to be in a Customer Service based profession, you are going to have to learn the art of the apology. An apology at that time instead of blaming me would have gone a long way. Being sincere with the apology and clear on how you were going to make this right would have gone a long way. You saw we had kids, maybe an offer of a pop or dessert for them? It’s silly, but all I wanted was some sort of sincerity from the Manager & Staff was that they had made the mistake, not me, and ask how to make it right. I did ask for a business card for the General Manger, was provided one which is of no use. The number on the card is for a Voicemail with no name attached. Come on Dave & Buster’s - you...