Main Event Webster — Restaurant in Webster

I visited your Webster location which is not the normal location we usually patron. My daughter had a first date and her dad and I along with her brother decided we would tag along. Not to drive far back to our end of town, we decided to go to this location which quite honestly I believe we visited once a very long time ago. Since we usually do our kids birthday parties at the Katy location which is closer. Upon arrival, we decided we would bowl and maybe shoot a round of pool however due to driving limitations we were uncertain. We arrived and there was a couple in front of us so we entered the line next to them as there were 3 lines. While standing there a group came in right behind the couple that had been there. After about 10-15 minutes, I started seeing other workers I I asked one if they could assist, she declined saying that there was only one person, I advised her we were next but a family came in after and were right behind the couple. She told the clerk and then assured me we would be next. After the couple completed their transaction, I started to move forward however was instructed by the clerk that the family who came after us were with the couple which I can’t confirm or deny, they didn’t speak to each other at all but it wouldn’t have mattered anyway because they arrived minutes after we had already been standing there. Just to go with the flow and not cause any unnecessary stress, I waited and paid for our round of bowling for 2 hours, and proceeded to Lane 17. As we arrived putting on shoes the machine kept resetting for the pins lifting and setting, lifting and settling, which took about 10-15 minutes so the server comes over and asks us what we wanted to order, as she notices the pins are not setting, she called for assistance and we were moved to Lane 18. After ordering the food I paid via ApplePay and the phone beeped however the server said it’s not going through so I asked how was that when it beeped, nonetheless I provided my card and she went to scan my card, came back a few minutes later to the table and said it didn’t go through again. Now mind you I open my bank app and see none of these transactions completed, so I was a little reserved about scanning again and moved some more funds from my savings to my checking account and this time it cleared or so I was told. Overall, it was an okay night, not great but just okay. Afterwards I noticed multiple charges I’m guessing from the server running my Apple Pay and card and somehow not registering until the next day… This is where it kind of turns around for a great experience: I called and spoke with Tristan, told him about the charges and he researched and had the transactions reversed. Not only did he do that however when we spoke, he listened to me, did not make any excuses and apologized profusely for the experience. He explained their may have been a shortage of staff yet he doesn’t want anyone coming to the establishment to have a less than great experience and offered me a tokened gesture to come back if not to that location but to the one closest to our residence. A few pointers: Everyone has a bad day, every company has a time when people don’t really “show up” and it’s not so much as what went wrong but what went right. To me as a customer that has spent thousands upon thousands over the years with Main Event for birthday celebrations (we have 6 children), it is appreciated that he went above and beyond to not only address my concerns and issues, yet he maintained professionalism and handled my concerns with care. I have shared my story with friends and colleagues often times about experiences not so favorable as this one; yet this one has been one I certainly appreciate. The attitude, effectiveness and willingness to manage a not so great experience into a great one is by far a honed in talent. Thank you Tristan, you have solidified my position to continue supporting your business and I appreciate your efforts. You are an absolute asset to Main Event and I can’t thank you enough for taking the time and energy to...

We bought summer premium passes $127.71 for two. We are two adults, who intended to use them for some "date nights", spoiler alert, not a good idea!

I should have read the Facebook review score which is realistic, and the telling one star reviews here ...

The last day to use the summer passes was Labor day. Why set the final day of a pass on a holiday?

We attended previously, on a weekday (not Thurs/Fri) for mini golf and a parent had their child stuck on a hole, continuously trying to get the ball in. Normally parents have the courtesy to let people play through, not in this case. We let staff know and went round them, nothing was done.

The catering for vegan people at this location is non-existent.

They have a ridiculous website booking system that will not permit online pass usage. Living 15 minutes away, we drove there, got our wristbands, and put ourselves on the bowling wait-list, then we drove 15 min home, 1 hour later they text us. We arrived 20 minutes later (it takes 5 minutes to get out of the house & parking) for our slot. Brionna, rudely tells us "we have taken you off the wait-list", as if we were knew there was a 20 min hold window.

We were not told that, at any point, or that subsequently they delete your held position. That detail is not on any of the texts, and there is no way to respond that you are on the way.

So having now been told this, we get our back on the wait-list, at the end of the queue again. 1 hour later we are sent an SMS. We go back, the same thing has happened even though we were sent the SMS at 13:04 and arrived at 13:18 (because we were already ready & parked the car directly outside). At this juncture we ask to speak to a manager.

Stephanie the manager, arrives, and is utterly unhelpful, though not rude like Brionna. She does not apologize for having had us travel back and forth 3 times, wasting over 1.5 hours on our day off or for keeping us in limbo all day. Stephanie seems to think that explaining that "most people" are usually onsite doing other things in their wait period, and that is why it is only a "15 min hold" for bowling slots, is a reasonable approach.

Firstly, we were told it is 20 min by Brionna, then 15 min by the manager Stephanie. To say the staff are inconsistent would be an understatement.

I explained, that system is impractical. Why would you delete someone from a wait-list?

Why not move them down one slot in the list and give the next people their slot, in that way, if people are not onsite, (or busy mid some other game) when they arrive the next slot will be theirs; if they never attend then at the end of the day slots would be cleared. It is simple, logical and fair.

If you get in a phone queue (another example of somewhere you might be on the wait-list but not in person), if you miss your call back, they try you again after the next customer, it is standard practice and good customer service.

All members of staff at the Main Event were unapologetic and self-righteous, no empathy or compassion was exhibited, it was pretty abysmal customer service.

To add insult to injury, no remedy was offered, we were not told they would give us the next slot, we were told we could be put back on the wait-list (which was another 1.5 hrs)! Bearing in mind the misinformation, we unsurprisingly left, and we will not be back, to here or any other main event, establishment.

For an adult date night, this venue is entirely unsuitable. Additionally, $127.71 could have been a dinner out instead, in my view the summer premium passes were poor value for money and sadly a very unpleasant experience.

I found it interesting that the adversarial position was taken by the staff, as if we were fighting for who was right. We were their customers, they were supposed to be trying to provide the service we paid for, in a spirit that would warrant our return.

I have always been of the school of thought, that when faced with doing what is right, or what is kind, you should choose what is kind. I hope this helps some people not waste their...

I'd give -4 stars if I could because whew! Let me first say that the singular saving grace of this situation is Grace, who booked our party initially. Otherwise, I've never experienced worse customer service in my life. We booked a birthday party for our son's 6th birthday in early August for September 21st. When we booked, we were guaranteed a specific party room, which was stated in our contract. When I called to confirm the final guest count, we also confirmed the party room. The day of the party, they tried to put us in another room. I explain to the attendant we're supposed to be in another room. They get a manager who proceeds to tell me party rooms are first come first serve. I try to explain we were guaranteed this room and the manager says there's no way. Like there couldn't have been a mistake... I'm heated because the room is set up for a banquet with cloth linens and all, not a child's party. After getting the contract and showing them, they finally agree to flip the room. I was told it would take 5 minutes, it took 30. So party starts 30min late. The layout, tables, everything is wrong.

They kept trying to bring out food but there were no tables set up yet and no place to eat. I don't even have time to decorate like I want. It's a cluster. Then they try to push us out of the room 30min later, saying there's another event. Like we didn't just have a delay, that was their fault, knock the whole party back. I had to advocate for my son again and ask if there can be a compromise and we do a planned activity, return to the room and eat cake before vacating the space. Attendants agreed to this. We do the activity, return to the room, sing happy birthday, and they tell me we're not allowed to cut or serve the cake because we're out of time, and we'd already been given 10 extra minutes for the delay. Again, saying there's another event in the room. Girl what?! First of all, you're not honoring the agreement we just made like 15 minutes ago. Also what the entire h#@$?! We're late (almost 40 min) because y'all put us in the wrong room! At that point my husband had to again advocate for my son to management because you want us to pack the whole party up??? They finally obliged but at this point I was seeing red.

To top it off, there was confusion about the game cards so didn't get those for a while too. I had to sit down with a manager at the end and go through the grievances one by one, also explaining that no one ever apologized for the inconvenience, the errors, nothing. I'm not even putting everything that went wrong here but you can get the gist.

The planner Grace came towards the end and explained she'd allowed extra amounts on the kids' game cards and apologized for the entire day and the terrible experience. She was the first and only person to offer us if we needed anything extra or help to the car with our things, which again we'd done ourselves. I've never experienced such horrendous service anywhere. Thankfully the kids didn't know the difference and had fun but the cluster of a day was truly, truly incredible. They couldn't have eff'd up more if they tried. All to say, never again.

I'd also like to note that as I sit here, 2 hrs after we vacated the room there has not been another party there. So they lied about needing the space vacated for another party. I just... 🤯🤬🤯🤬🤯🤬

ETA: It is Feb 2025 and even after emailing per the response's request, I've gotten no response. So that tells even more. Please don't waste your time...