Dave & Buster's Vernon Hills — Restaurant in Vernon Hills

Update 4/18: Dave and busters did nothing but provide a generic corporate response that they’ll communicate this to this staff. This experience is unacceptable and real action should be taken. Original review below.

I would like to preface this comment by saying that I am not one to submit complaints or leave bad reviews. With that said, I had the worst Dave & Buster’s experience of all time, and I cannot allow this poor business practice go unnoticed.

My trip starts off ominously as one of the card machines fails to print out my friend’s game card. It says to bring the cashier the receipt, but it takes probably 30 seconds for the receipt to print out. Regardless, he was able to get his card, so everything was okay. We play one game; everything seemed to be going well.

We go to the second game, Mario Kart, and this is where the wheels began to come off (no pun intended). One of the stations was out of order, but it was okay because there were only three of us. As I try to select my character, I noticed the item button doesn’t work and the steering wheel was super loose. I proceed to play the game (note: Mario Kart isn’t very fun without items), thinking this was just a one-time issue. As we proceed to try to find more games to play, we noticed a terrifying trend, THE GAMES WERE OUT OF ORDER (and not just a few). Just based off memory, here’s a list of games that were down like McDonald’s ice cream machine: Game where you throw the balls at the clown Both crane games One of the bowling games One skeeball station Corn hole game Game where you try to bounce the ping pong balls on each square Rock ‘em sock ‘em robots

Now while you may say to yourself “that’s not that many games”, unfortunately, there were many more games out of order that my brain is blurring the line between reality and fiction to the point where I can no longer recall. The feeling of disappointment of seeing the red card reader became all too common throughout the night.

In addition, I haven’t mentioned that many of the other games should have been put out of service. Just to give a few examples: The goals on basketball hoop didn’t move The button on the “stop the light in a specific area” game wouldn’t stop the light The puck in the four-way air hockey just stopped coming out (even though the game was still going on) The wide receivers in the football game were barely moving The sensors in the gridiron game were not responsive The touch screen for wheel of fortune took multiple tries to select anything

While is pretty clear that this location will probably close soon with this reckless lack of maintenance, they should go ahead and close this location and not accept one’s money for this...

If I could give my experience anything below 1 star, it would be something between 0 and -5. Upon trying to order food, my experience was not great to say the least. I had been sitting at a table for around 5-10 minutes and was not acknowledged. I then decided to approach the bar where I was ignored for 10 more minutes. I watched the waitress/bar tender approach several other people while ignoring me. She then stated, “I’ll be with you in one second,” in which she never came back. Finally, I sat at a table again where a different waitress took my order. My order was quite small: the kids chicken bits meal with fries. I waited for over 30 minutes, while other meals had been dropped off at my table, but my food was nowhere to be seen. I decided to go back to the bar to ask about my food, but did not see any employees. When I headed back over the table, I saw the waitress dropping off the checks. I informed her that I had not yet received my food (in a kind tone) to which she replied, “give me a minute”( in a snarky and disrespectful tone). The receipt stated my order had been placed at 1:34pm, and it was now around 2:10pm. My food finally came, but when it came time to pay, issues arose once again. Joanna, as it stated on the receipt, never approached my table again despite me finishing my food. I sat here and waited for about 10 additional minutes, and then i headed back over to the bar to try to pay. I held the receipt over the counter to which the waitress looked but did not grab it from me. After standing at both sides of the bar, for a combined 5-10 minutes, I set the receipt with the appropriate cash right behind where the waitress had been standing so I could pay and be done with my food. Despite paying, she claimed that my order had not been paid for. She approached my friend and my friend informed her that I had paid. The waitress replied stating she did not receive any payment. The waitress would eventually say it was fine, and she cover it. However, this is even more enraging because she was being rude, giving attitude, and continuing to imply that I did not pay. If she would like, I recommend checking the camera to see how many times I tried to hand the receipt directly to her, and how I placed the money and check right behind her at the bar. Overall, this was the worst experience I have ever had at a dining establishment, and the first time I have even been motivated to leave a review. The waitress was not respectful or nice once. She gave attitude the entire time and was being rude and talking down on everyone I heard her speak to. For a “family friendly” place, the attitudes from certain employees are not...

The only reason they get 1 star is because I do have fun when I go there but they have horrible customer service after the fact.

When I was there on Friday 10/7/16, I played games and had a few drinks at the bar. I swiped my credit card 2 times: 1 for game tokens and 1 for drinks. On Monday I realized that I had 3 charges to my card. $26, $39, and $10. I was not sure where the $10 came from so I called to confirm. I was transferred to their bookkeeping and was told that they only had the 2 charges on their and that the $10 was an authorization fee that should have just been pending, not charged onto my account, and would drop off of my account. (I was never told how long that would take).

I then checked on Wednesday 10/12/16 and realized it had not dropped off of my bank account so I then called again. This time I started calling at 11AM and up until around 230PM every time I called the recording said that they were closed when the website states that they are open at 11AM. I finally got through to someone and they told me that they would look into and give me a call back. Surprise: They never did.

I then called back on Thursday 10/13/16 and was put on hold to wait for bookkeeping. I then was transferred 3 times back to the main desk and told nothing. Then I was told that I should leave a message with them, no not happening. They then transferred me to a manager, Bob, who told me that it would take 5 business days for this to happen and basically he could not do much because bookkeeping had left early today and that they would never overcharge on a bill. (Really did not have much to say to me other than that , no apology for the overcharge or anything.) He told me to call back on Monday morning if it had not dropped off of my account by then, which I am going to guess that it will not since the money was already charged.

At the end of the phone call I said thank you and told him that I was not happy that I sat on the phone for 15 minutes without talking to anyone, or any explanation and that it was horrible customer service and all's Bob had to say was "Okay have a great day."

Yes it is only $10 from them but it is the fact that I was overcharged and then gave the run around from the beginning and that $10 overdrafted on my account which in the end may cost me more money.

So if you do end up going here I would just suggest to use cash only and hopefully stay away from upper management because they obviously do not care about having repeat customers and having good customer service. I will no longer be...