Chuck E. Cheese — Restaurant in Plano

Giving 2 stars for the atmosphere provided by the guests. Came here on what seemed to be the slowest day of the week which you would think would be the best day for the employees. Unfortunately upon arrival we were met by an elder woman who seemed to be just as miserable as possible. Purchased multiple cards of two hours of play . And when I say not one smile was returned its exactly what I mean. The absolute only person who was anywhere near professional and more than willing to provide service was the young man who was apparently a pizza cook. But more helpful than anyone out on the work floor The two people whom I can only assume were manager and maybe assistance manager were just atrocious to deal with. Manager came out just once to make a point about my son changing from his quality urban air socks in the trampoline area to this measly sheer socks with what is supposed to be grip on the bottom . Then stomped his way back to the back as if he had the longest and most busy evening ever. I'm going to go into detail here because it's necessary. Nobody standing in or near kid check ,but two teens sitting at the trampolines texting and on their phones the whole time. I guess that's not a care anymore just climate kid check all together if no one is ever there. No light sugar options for anyone with diabetes. Truly not many options at all. And God forbid we ASKED for anything from the elderly lady up front even just conversation was a hassle. After our play time was over we were able to get to the counter where we are able to redeem our tickets the elderly woman ONCE AGAIN was so bothered to do her job of reaching in the counter and giving out the tiny toys to our three boys who are all under the age of 9 she even huffed puffed and rolled her eyes as the boys decided on their prizes. The person who was in the chuck e cheese outfit was completely lost and didnt even care to attempt the dance. I brought my family out to celebrate my sons fourth birthday last minute and chose this location because of the area and reviews but I am very sorry to say it didnt meet my expectations as far as customer service. 2 stars for the games working and the food coming out hot... hot enough to burn my hand as i walked back to my table with the tin pizza trays . The employees working the floor were far beyond rude and nowhere near helpful . The website says theyre closed on tuesdays dont let these lazy people fool you into thinking they arent there working for pay . Even though they dont act like it. Didnt recieve a smile a friendly greeting or even get a response to my "thank you and have a great night" i truly hope that this message gets to the employees who worked the evening of march 26 2024. If you all dont want to work in the service industry please find another occupation. When guests choose to come to your place of employment we expect at least a smile especially at this type of family...

This place used to be so much better. They've remodeled and switched to a play pass card vs the tokens. With 4 kids, I spent more time at that damn loading machine than I did playing with my kids. The kids burned through their 'points' vs when they have coins they can utilize 1:1 correspondence skills and know when the end is coming. They don't check the balance everytime they swipe their card (for the bried 2 second window it flashes across the tiny screen in a size, font, and color that tries the visual processing skills still developing in most of the kids who go there) they are little kids, that is abstract to them. They also miss out on developing fine motor translation and manipulation skills not having the coins. The new games worked inconsistently and some had delays and with the natural impulses of children they would swipe their card twice only meaning to do it once, but the reader still took it and my kids would run off not realizing they had actually paid for two games. When the games did not work and took their point without letting them play the game, we told a worker who said 'i know' and then found someone to fix the game....but we were not compensated. Used to you could tell a worker and they would just dispense a token for you on the spot, now they do nothing. Also, at the prize counter they used to round up if you were one or two tickets shy of the next increment of 5, but not anymore. All the wholesomeness and common sense has been sucked out and replaced with nonsense. The bumper cars are gone, the stage is gone, the pedal helicopter is gone, even the climbing and sliding structure is gone. I have been taking my kids here for 10years, but with the new system it is terrible and we are never coming back. I will say that the staff was extremely helpful and worked 1:1 with us to acclimate us to the new system. But even though the learning curve had been reduced by their direct attention, it was still a giant time suck for me to go through 'training' and have to use the system every time we wanted to check the balance or add points. Oh, also you can spend another $1 for a wrist band to attach the card to...and then you have to go to another machine to register your card (or all 4 of them in my case) individually and input all of your personal information incase your kid loses their card. Ugh. Also, a money suck. Used to I could buy the tokens for a bulk rate and divide amongst the kids. Easy peasy. Now, to do the bulk I have to buy it on one pass card and then do 3 other individual transactions to transfer points to my other kids' cards. Absolute logistical nightmare. Never, ever again. I have so many receipts from the few hours we are there I swear a whole forest must've been...

Dear Chuck E. Cheese Guest Relations,

I am writing to formally lodge a complaint regarding the service I received during my son's birthday party, which was booked under the Ultimate Fun package for the time slot of 7:30 PM - 9:30 PM on May 9, 2025, at 1604 Preston Rd. Plano, TX-75093 location.

Upon arrival, the host explained the plan and took our order for pizzas, specifying veggie toppings for the adults and no mushrooms on the kids' pizzas. The host confirmed that these toppings were included in our package.

However, the adult pizzas were delivered 15 minutes early. When I requested that they be brought out with the kids' pizzas, the host refused. I then approached the manager, who acknowledged an issue with the program causing the early delivery but stated that they could not reheat the pizzas, and we had to eat them as provided.

Additionally, the kids' pizzas were mistakenly topped with mushrooms. When I questioned the host about this, she responded that she was not responsible for preparing the pizzas. This raised concerns about the accuracy and reliability of the order-taking process.

We reluctantly ate the pizzas, but I was shocked to see an additional $75 charge on the receipt for the pizzas. I explained to the host that these were covered in our plan, but the host did not understand and insisted on the charge. There is a lack of transparency in the billing process.

When I approached the manager, he initially asked if I had reviewed the plan benefits. I confirmed that I had and explained that large pizzas were included in our package. The manager found the mistake and corrected it but added extra charges for the toppings. I informed him that the host had confirmed the toppings were included in our plan. The manager insisted that since we had already eaten the pizzas, we had to pay for the toppings. He threatened to call the police if I did not make the payment before the system froze. As I had done nothing wrong, I agreed to call the police.

After 15 minutes, the manager returned and agreed to remove the topping charges, asking me to make the payment. He explained that toppings are charged separately, and I suggested that employees be trained on this to avoid future confusion, as customers cannot be expected to remember all topping prices.

I am extremely disappointed with the service and the handling of this situation. I request that you review this incident and take appropriate action to ensure it does not happen again. This incident spoiled our happiness and caused significant stress.

I sent email already...