Chuck E. Cheese — Restaurant in Troy

Store #826. The customer service at the John R location in Troy, MI is by far thee worst. The manager stated his name is Bob and the store # is 826.

I went to the kiosk to pay for points. It asked if I’m a loyalty member and to enter my number. I pressed yes and entered it and it told me to go to the register. I went to the register to talk to the manager Bob. He told me to download the app so the points could be transferred into my account for rewards. I updated the app on my phone and pulled up my account with my iCloud email. I went back to the kiosk to pay for points on a card and the kiosk only recognizes phone numbers and did not ask for my email address. The app said to scan the barcode or enter the barcode number from the receipt, so I’m thinking to go ahead and pay for the points, get the receipt and I can enter the bar code. The receipt did not have a barcode and the numbers on the receipt apparently does not register to the app.

I went back to the register where the representative was very rude and pushed me to the side so he can help other customers in line and did not attempt to understand or resolve my issue.

I stepped to the side and waited for the manager Bob who told me there’s nothing he can do to help me and he would not even listen to the issue nor attempt to resolve my complaint, stating that he does not know how the kiosk work. The rep at the register said the same thing that he does not know how the kiosk works and they both told me I should have paid at the register instead of the kiosk.

They gave me the number to guest relations and shooed me away from the counter as if I didn’t matter to them and they had other important things to do.

I explained that I am a customer and they are employed at Chuck E Cheese and they should know how their systems are ran and the proper way to resolve real customer issues (instead of only knowing how to handle customers with no problems with their experience).

The employees at Chuck E Cheese need to be trained properly on how the kiosks work and when a customer has an issue with their loyalty rewards account when they pay at the kiosk instead of the register.

I did initially stand in line but the line was long and it is the end of the night with less than two hours play time for the kids. Nevertheless, each time I tried to talk to the representative and the manager, they cut me off, was very rude, was shaking their heads, rolling their eyes, and refuse to handle and de-escalate the issue with a customer.

I’m appalled at such poor hospitality and Chuck E Cheese as a conglomerate needs to focus on customer needs to ensure the children and the parents have a most enjoyable and memorable...

This was possibly the worst experience I have ever encountered hosting a party and I host parties a lot for birthdays. I don't even want to give 1 star, I wish I could give 0. I had come in the day before to pay for my reservation. None of the employees seemed to know what to do despite it only being a power outage and they could direct me to the website, phone number, etc. Finally the manager(maybe) told me to call the hotline and pay for the reservation. The day of my daughter's 3rd birthday party, we get there and have to wait for them to find if we even have a reservation. They take us back to our table. We request to have it changed because it is right next to the bathroom and that is just awkward for our guests to sit in front of the bathroom. Finally, they assign us our 'hostess' who is clueless and has no idea what to do and how to do it. I practically knew more than she did. I ordered the pizza for the kids with pops and another 2 pizzas with bread and salad for the adults. She brings out the plates for the salad and hands them to me. There is nothing up there for us to put in our plates for the salad. My guests walk back with close to nothing in their plates, when brought up to the 'hostess' she said she'd talk to the manager. She then brings out the pizza and it has pepperoni, when I clearly told her that I DO NOT WANT PEPPERONI. We do not eat pork. How embarrassing it was in front of my guests, who mind you, also do not eat pork and this is what is being served to them. She had to take the pizza back and said I'll put a new one in, when my guests are sitting there waiting for their food for at least another 20 mins. Finally she brings out 1 pizza, never brought out the other one and never brought the bread. I told her to bring both and almost 20 minutes later we get 2 pieces of bread (not enough for 6 adults). My guests are clearly still hungry and how embarrassing it was for me to keep asking for food when I have already announced it several times. We had planned on cutting the birthday cake there, but I didn't want to get humiliated even more in front my guests, so I took the cake home and had to continue the party at my house. We got sick of waiting for Chuck E Cheese to come out and sing happy birthday, didn't do the ticket blast, and left early due to the embarrassment. This was the worst experience I have ever had for a birthday party and thank you to Chuck E Cheese for ruining my daughter's 3rd birthday. I will never go back here and definitely do not recommend anyone to go here. It is disgusting and the staff is super...

Worst Chuck E Cheese experience ever! This is coming from someone whose taken her kids to all other locations and speak well of Chuck E. Cheese prior to this. The Staffs at this Troy location on are extremely rude and very unprofessional. They do not care for their customers. Let's first start off with the register. We ask for the unlimited 60 minutes pass and was told that couldn't be done so instead we were given the 60 points pass! Upset but our kids were excited and being nice customers to keep the line going we went with it. Most upsetting part was when Chuck E came out he was in such a RUSH. He came did the dance moves and right after the tickets were thrown he left the scene. I was recording and you can see us, My SIL. The Kids and I following him for pictures but he did not stop, hear and went straight to the back..I asked nicely the staff at the point redeem counter if he can step back out for a picture. The lady said she would go get him. Waited like 5 min. She did not return or come back out so I ask the register lady if Chuck E was still coming out as my kids were still waiting and the other staff was going to get him. She gave me eyes and got the assistance manager on duty and she was beyond rude! She did not even wanna listen and had a no care attitude. I said we've been waiting. She didn't care just inform me he would be out in another hour. I said an hour! I don't have an hour we've been waiting. - mind we got there and missed the first appearance as he was so quick to disappear also. She said well if you're not happy you can call customer service and complain--as to why this post is here. Why do I need to call services when he can just come out for a sec. All we wanted to do was take a picture with Chuck E. She said I was free to leave the scene. I'm like what!? and I said I will as soon as I get a picture. She and her staff rolled eyes at me. Ignored me and whispered. I was not leaving and with other guest looking on I think she finally got the point and she had one her employee dress as Chuck E and come out for the picture. This took about a half hour of delayed waiting, rude services and bad mouthing when he could have just came out for 30 sec or so after my first initial request. I am very disappointed to say the least. And I will not be coming back to this location. Don't waste your time or money at this location!!! They don't care about you...