![]() ![]() To conclude, it's my belief that the management at Escape Chambers is happy to cram as many customers as possible within their laser tag area, and to staff it with as few people as possible. Small to mid-sized companies don't survive with such awful customer service, and I certainly won't lose any sleep if this group goes under. I think the behavior exhibited by the management is immoral, unethical, and foolish. Not only did my family waste our precious time together on three laser tag games, but the company's management has made no effort to right a wrong. And while I'm used to fairly bad customer service by large companies, I would think that a mid-sized company like Escape Chambers would be committed to great customer service. It seems that they simply want us to disappear.įortunately, we all live in an age when terrible customer service has consequences for the company involved. I had this conversation with her a week ago, and I have yet to hear anything back from the management at Escape Chambers. What had originally been offered by her had been taken away. ![]() I called the manager in Houston back, and she said that the matter was being investigated by them, and that she no longer even had the authority to issue me a free game. The cost of the night for our family was about $360, so this wasn't an insignificant amount of money. She said that she would have one of the owners of the company call me by Thursday, and that he would decide if we would receive a partial credit. So, I asked if we could simply get a 50% refund, which seemed reasonable. However, all of our families live outside of Iowa, and we probably won't all be back for at least a year. She offered to give our group a free credit to come back to Escape Chambers. She said that one of the two employees had given them a lot of trouble, and that there was no way that we should have only played three games. I explained what had happened to us, and to her credit, she listened to my story and apologized. I called their call center the following Monday, and was told to call a manager in Houston. I was given a phone number so that I could telephone the company's "call center". Looking around, it seemed to me that no one over the age of 20 worked there. I asked to speak with a manager, but was told that no manager was on site. ![]() Of course, the two employees made no mention that they were late in the starting the night, had never tried to help speed things along, we had problems with equipment, etc. The response was essentially that it was our fault, that if we had hurried we could have played as many as eight games. We expressed some displeasure about only playing three games. It was probably about 6:30 at this point, and our time frame went up to 6:45. To say his attitude needed work would be a vast understatement.Īfter we had been told about the rules for game #4, the two employees suddenly decided that they were behind schedule, and that our night was over. When my brother later told the employee that to do so was inappropriate, the employee's response was "I was just trying to be sarcastic". One of the two employees publicly chastised him for this mistake. At one point, my 12-year-old nephew (who was playing the game for the first time) was on the lower level when he was supposed to be on the upper level. The two employees seemed eager to assert their authority, and definitely were big fish in a small pond. The games were decent, but some of the equipment didn't work well. We played three games over the next 40 minutes. The rules and equipping time period, which should have taken maybe 15 minutes, had taken 30. ![]() Again, the two employees made zero efforts to speed things along.īy the time all 36 people were geared up, and the rules had been explained, it was probably about 5:50 p.m. We then proceeded to learn more about the various games, and we were outfitted with the equipment. He didn't make any effort to be efficient, and sort of sleep-walked through the rules, layout, etc. One of the two employees started to tell us the rules of the game. There were two employees present (or referees as they are called by EC). There were 36 people in the overall group, which I believe is the maximum size. Our group of 12 then mingled with a lot of other people doing the laser tag, and we followed them into a large room that seemed to be barely heated. At that point, an employee ambled into the room in and announced that the laser tag games would be starting. We arrived at 5 p.m., filled out some forms, and then waited in a small, nondescript lounge until 5:20 p.m. The normal Escape Chambers games were all booked out, so we reserved a slot in the laser tag arena. Over the Thanksgiving holiday, my brothers and I (all in our '40s) decided to take our wives and children to Escape Chambers. ![]()
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