Chuck E. Cheese — Restaurant in Oklahoma City

I am writing to formally express my deep dissatisfaction with the service and experience we received at your 6817 NW Expressway Location on April 5th 2025, during my son’s birthday party. As a loyal customer who has chosen Chuck E. Cheese to celebrate my son’s birthday for the past five years, this year’s experience was not only disappointing but distressing and completely unacceptable—especially considering my son is Autistic and we have supported your company because of its messaging around Autism Acceptance.

We arrived at 12:15 PM to bring the birthday cake and speak with the party host regarding the day’s itinerary. The party was scheduled to begin at 12:30 PM. However, our group did not receive our bracelets until 12:50 PM. At 1:15 PM, we were told by the host that the ice cream and birthday song would begin shortly. We were seated and ready at the table by 1:30 PM. At 1:35 PM, the host informed me it would be another 10 minutes and that she would bring the children over when ready. It wasn’t until 2:00 PM that a different employee—not our host—shouted to all seven parties that the birthday song and dance would take place collectively for all families. It was chaotic, overstimulating, and extremely confusing for the children.

At 2:15 PM, I had to personally remind the staff that we still needed the candles lit and ice cream served. While I was handing out ice cream, the staff began clearing plates and reminded us our party would end at 2:30 PM. None of the scheduled activities were conducted on time, the host was absent for most of the party, and the event felt disorganized and impersonal.

To make matters worse, when I raised these concerns with the manager, Mercedes, she was dismissive and unprofessional. Her staff, particularly Amelia, was rude to both children and parents. When the issue was brought to Mercedes’ attention, she laughed and walked away. Upon asking for their names and titles, they refused to provide them, and instead huddled together, pointed, and laughed. Amelia went so far as to refer to my friend as a "female dog" under her breath.

This environment was not only hostile but unsafe for my Autistic son, who became overstimulated and overwhelmed due to the chaotic atmosphere and lack of structure. We had to leave early, and my friend had to follow up just to get the names of the employees involved.

This experience was a complete contradiction to Chuck E. Cheese’s stated values around inclusivity and supporting families with special needs. I am extremely disappointed by the way this party was handled and by the blatant disrespect shown by your staff and management. This was not just a failure in customer service—it was a failure to provide a safe and welcoming environment for children.

I am requesting a full investigation into this incident, an apology from the management team involved, and a full refund for the party. I also ask that Chuck E. Cheese reinforce proper training for accommodating children with disabilities, as well as basic professionalism and kindness from staff. The last four digits of my card are Last four digits of my card are 4752

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They ruined my son’s birthday. My son turned 6 (Autistic-which was in The note) they allowed 7 different birthday parties to go on and one time. Wanted all parties to sing at the same time- like we were celebrating 7 different birthdays together! Parents were furious- manager couldn’t care less. She was rude and disrespectful along with the young teens employed there! It was pure chaos.No birthday dance. Host didn’t host, yet I paid for it. We made the itinerary for the food, the cake the ice cream/ the party started 20 minutes after the start time the children received their bracelets at 12:50 when the party began at 12:30. She said 1:30 would be the ice cream-I gathered the kids and sat down- to which she said ten more minutes- 23 minutes later someone comes out and says we’re doing it all together! Wait what? I then had to remind the “host” at 2:15 we still needed the ice cream! At 2:30 they were breaking down our party that began late, was never on time- no photos- no dance, no host. Employees were rude to children and families as a whole. This is suppose to be a safe environment for children and that was not safe. No Rat came out until the end. Horrible management and even worse rude staff.They ruined my son’s birthday along with all those other babies birthdays! Then they charged us $500! I was not the only parent to complain and two others are going to corporate behind the treatment that was displayed at this location. This was the worst experience we have ever had. This location is poorly managed and maintained. This location is not friendly for a child with autism. Yet they ask for Autism donations? Taking a charity for something you do not foster, is...

Won't be planning my party here.. I went as a guest of a party today and it was severely lacking!!! 1- host had to found (Cody) 2- Cody literally was there to say who he was and get the food order 3- someone else brought the pizza and drinks 4- another person had to say the child's name and age during the dance!! 5- the parent had to serve everything and clean up!! 6- another person, I never got her name but she had platinum blond hair and had a purple shirt on, cut the cake!! 7- I watched a ton of people leave or walk in and get stamped or scanned to make sure they were leaving with the right adults. 8- customers cleaned tables themselves so they could sit down. 9- I really wanted to apply to work for CEC again because I loved working as a B.C. and game room attendant but after seeing what I saw, I will pass. 10- the drink station was so sticky, I could hear my shoes sticking to my floor when I got home today after the party. The lady with purple shirt, was awesome!! She made sure the birthday child got in the ticket blaster, and cut the cake, and brought the pizza and drinks. Cody shouldn't be manager if he can't multitask. When I worked for C.E.C I saw mangers handle parties and their duties, I even watched Birthday Coordinators have to do party's and check on other party's and handle getting everyone's food out. 11- the count down for Chuck E to come out got turned off!! You guys couldn't spare at least 1 person who wasn't a hostess to do Chuck E? There were parents who were excited for their kids to see him and it not happen, I was there for...