Main Event Plano — Restaurant in Plano

Im writing this view on the strength of the manager Jennifer Aruizu. She made our experience worth while. I am big on customer service, server for aver 10 years, heavy into the customer service industry so customer service is the number one thing I look for when entering a building. We just moved here from Washington, my family of 4 and my best friend. My best friend does not have family here, today was her birthday, and today didnt go so well with her as she cried and felt sad half of the day. Because of dilemmas, we were pretty late getting out on doing something for her birthday. We did the best we could to make up for her tearful birthday and make the best of it with the little time we had left of the day. Out to eat first and then headed here with just an hour to have fun. I did not want to end the day without making her smile and she really wanted to play laser tag. We make it around 11:19pm, walk through the door as one of the employees purposely walked in front of us and says really loud "Its 40 minutes to closing" ( with an attitude). I walked up to the counter and met him around the counter as he joined a few other ladies. I questioned him on what he said, he repeated it, I thought it was highly rude so I asked him if he wanted us to leave. Even though it was close to closing, I really still wanted to get a game in on laser tag which was only like 10 mins and spend just a few mins in the game room as well. He told me he was just speaking out loud to himself, (as the rest of the girls glared at me with eyes of meanness, I'm assuming because of our timing as well). Jennifer, stepped up with the most perfect attitude and turned the whole situation around in a matter of 10 mins. She put a smile on all of our faces. Because of the confusion and rudeness of the employee, she accommodated our visit and did so which such a perfect attitude. We were able to play a round of laser tag, play a few games and had quite fun doing so in the little time we had left. We saw the guy at the bar and just couldn't understand why he was so upset with us coming in at 11:19 when we had kids and wasn't even intending on going to the bar in the first place. Overall, the game room attendant along with the laser tag attendant was so nice and pleasant! they made the rest of the stay so perfect. We had our fun and rolled on out. Jennifer gave us such a wonderful goodbye and made the rest of the walk out such a pleasant welcoming for us to return, which we will because of her management. Keep players like her on your team, when the head is superior, the team will fall in place as well....

My best friend and I decided link up and have a family day last weekend, only to be disappointed. We ended up seating ourselves at a booth near the pool tables and started looking over the menu. About 30 minutes later a young man with an afro sits at the booth next to us to help the family that was sitting there, but afterwards never even turns and says a word to us. With us being aware that a lot of places are short staff due to covid we figured we would wait it out a little longer, but then we realize we've been dry sitting now for about 45 minutes and our kids are starting to get irritated right along with us. So me and my best friend decide to walk up to the register near the bar to see if we can get a waiter, we speak with a young lady with braids who calls for assistance along with giving our table number 35 and informs us that someone will be right with us. After sitting yet another 15 to 30 minutes and watching waiters standing around talking and helping others we decided to go to the register once more, only to be told by that same young man with the afro that they don't have waiters assigned to the area we were sitting in. Although I wanted to express to him that I had just seem him taking the family's order right next to us, I had already wasted too much time just sitting and at this point i was just ready to feed my family and have some fun. We were told we had to order at the bar, but never once was told this by the young lady with braids. So, we go ahead and go the bar and the gentlemen taking our order lets us know that it maybe a long wait due to the kitchen being backed up, so when our food finally arrives maybe 30 minutes later some of it was either cold or warm. This I didn't understand if the kitchen was so backed up, why does it seem as if my food had been sitting out long enough to get cold. Of course once again I ignored it because by this time it's been well over 2 hrs that our children had to wait in order to eat. Me alone I spent almost $130 on cold food, I could have went to subway if I wanted a cold sandwich. Only thing that saved the night was my kids enjoyed themselves in the arcade area, other than that with me being a resident of Plano I don't think I will ever go back to this location. IT...

Definitely not the main event of our evening, and will be our last.

We visited the Plano location approximately 10PM on Friday 05/14. We were guided to the dining area, where a server would be there to assist once we placed our order. The person who seated us, “Caitlyn or Kaitlyn” was not our actual server as she said ours was still busy and would be 5 minutes or more to come see us. We went ahead and placed an order for an appetizer via the QR code that was displayed on our table. The same waitress returned, to explain she could place our drink orders and that the other server would be with us. We waited 10 minutes before I approached the bar, asking about our drinks. The bartender was immediately working on our drinks and delivered them to us, we never met the person who was suppose to be waiting on our table and the one who had visited our table initially made frequent visits to the table next to us who was young man, who was constantly engaging with the server and then proceeded to sit in the booth with him laid back in conversation— from a manager of a large corporation this is completely unprofessional. The bartender, “Dorian”, was overloaded with having to handle the bar plus tables to attend to. He was really trying to help deliver a better experience, began to fill us in on the restaurants lack of staffing, and the previous customers before us left without paying their tab and created confusion within the ordering system for our table. My order was incorrect, which he fixed and we appreciated. However, I had to visit the bar on multiple occasions to see if our orders were placed, and to ask for drink refills, which left me speechless and completely floored that we had to keep tabs on our food and drinks during the entire visit. We didn’t even get a chance to play games, or try the VR due to the issues and length of time it took for our order. We finally were able to leave around midnight, and still frustrated with the entire experience. The location may have been dealing with issues, behind the scenes which affects customer experience, but the perception was that the restaurant was falling short of that. I do not recommend Main...