From: Beth C*** Sent: Tuesday, January 17, 10:PM To: info Subject: Customer Complaint Response from Breakout Games Indianapolis To Whom It May Concern: On behalf of Breakout Games, the North Indianapolis branch management would like to issue the most
sincere apologyWe pride ourselves on excellent and accommodating customer service and we are dismayed to hear a customer was unhappy with her experienceThe original arrangements for the event planner's youth group were for a full building rentalOur game masters were on location and prepared to receive the 40-person group at 9:am on the morning of Saturday, November 12, The games were scheduled to start at 9:am and when the group hadn’t arrived by 9:am, we called the number on file for the booking and left a message inquiring on the group’s arrival time, as we were concerned when the group had not arrived at the expected timeWe received neither any calls nor voicemail regarding the booking for the rest of the dayAfter contacting the customer via the phone number on file and not receiving a response, there was nothing further we could do without communicating with the customerThat evening, as is the case with most Saturday evenings at our facility, was extremely busyAt 9:pm, the party of arrived by bus and the chaperones came in to the front desk to check inThe lobby host for that evening let the assistant manager know about the situation immediatelyThe assistant manager came to the lobby to meet with the chaperones and find any possible solutionsThe interaction was actually quite pleasant despite the circumstances and the chaperones accepted the apologies of the assistant manager quite graciouslyDuring the conversation, it was discovered the number on file belonged to that of the event planner who was not with the groupThe chaperones were immediately offered the business and personal cell phone numbers of both the assistant manager and the manager for the purpose of getting in contact to reschedule the outing at a different date and better rateShortly after the party left on what we believed to be good terms, we received a call from one of the chaperones asking if we could run the group's games after closeWe tried to accommodate the request but since the last game of the night ended at 12:am and most of the staff had been working double shifts that day, we were unable toThe store received a call from Ms*** *** shortly after the conversation about a later game timeThe call was immediately transferred to the assistant manager who, once again, apologized profuselyThe solution immediately offered to the customer was to reschedule the games but to negotiate down to a much better rateThe customer turned down the offer, citing the cost of a bus to transport the children as the reason they would not be able to rescheduleThe customer also requested that a down payment be refunded to her but the Breakout systems showed there was zero payment on the part of the event planner and no refund was possibleThe assistant manager tried to cross reference the two confirmation emails automatically sent by the booking software with the booking itself to figure out what went wrong but the customer wasn’t able to find the emails during the phone callDue to her distress and displeasure with her service, the assistant manager offered to pass along Ms***’s contact information to the manager who was out of town on a family emergencyThe manager attempted to call Ms*** every day for seven days after the incident, leaving voice mails each timeHe also sent an email in hopes of getting in touch with Ms*** that wayUnfortunately, the contact attempts were never returned for us to figure out the best way to help the event planner and youth group outBreakout would like to say that we are truly sorry the situation was unpleasantWe would also like to offer to reschedule the group at the rate proposed in the customer's desired settlementWe believe that an AM/PM misunderstanding and unfortunate disconnect of communication will not stop the youth group from having an absolute blast at Breakout GamesWe would to do what we can to see to it this group is able to have the awesome experience they were promised! Most Sincerely, Teddy H***, Operations Manager Elizabeth C***, Assistant Operations Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
From: Beth C*** Sent: Tuesday, January 17, 10:PM To: info Subject: Customer Complaint Response from Breakout Games Indianapolis To Whom It May Concern: On behalf of Breakout Games, the North Indianapolis branch management would like to issue the most
sincere apologyWe pride ourselves on excellent and accommodating customer service and we are dismayed to hear a customer was unhappy with her experienceThe original arrangements for the event planner's youth group were for a full building rentalOur game masters were on location and prepared to receive the 40-person group at 9:am on the morning of Saturday, November 12, The games were scheduled to start at 9:am and when the group hadn’t arrived by 9:am, we called the number on file for the booking and left a message inquiring on the group’s arrival time, as we were concerned when the group had not arrived at the expected timeWe received neither any calls nor voicemail regarding the booking for the rest of the dayAfter contacting the customer via the phone number on file and not receiving a response, there was nothing further we could do without communicating with the customerThat evening, as is the case with most Saturday evenings at our facility, was extremely busyAt 9:pm, the party of arrived by bus and the chaperones came in to the front desk to check inThe lobby host for that evening let the assistant manager know about the situation immediatelyThe assistant manager came to the lobby to meet with the chaperones and find any possible solutionsThe interaction was actually quite pleasant despite the circumstances and the chaperones accepted the apologies of the assistant manager quite graciouslyDuring the conversation, it was discovered the number on file belonged to that of the event planner who was not with the groupThe chaperones were immediately offered the business and personal cell phone numbers of both the assistant manager and the manager for the purpose of getting in contact to reschedule the outing at a different date and better rateShortly after the party left on what we believed to be good terms, we received a call from one of the chaperones asking if we could run the group's games after closeWe tried to accommodate the request but since the last game of the night ended at 12:am and most of the staff had been working double shifts that day, we were unable toThe store received a call from Ms*** *** shortly after the conversation about a later game timeThe call was immediately transferred to the assistant manager who, once again, apologized profuselyThe solution immediately offered to the customer was to reschedule the games but to negotiate down to a much better rateThe customer turned down the offer, citing the cost of a bus to transport the children as the reason they would not be able to rescheduleThe customer also requested that a down payment be refunded to her but the Breakout systems showed there was zero payment on the part of the event planner and no refund was possibleThe assistant manager tried to cross reference the two confirmation emails automatically sent by the booking software with the booking itself to figure out what went wrong but the customer wasn’t able to find the emails during the phone callDue to her distress and displeasure with her service, the assistant manager offered to pass along Ms***’s contact information to the manager who was out of town on a family emergencyThe manager attempted to call Ms*** every day for seven days after the incident, leaving voice mails each timeHe also sent an email in hopes of getting in touch with Ms*** that wayUnfortunately, the contact attempts were never returned for us to figure out the best way to help the event planner and youth group outBreakout would like to say that we are truly sorry the situation was unpleasantWe would also like to offer to reschedule the group at the rate proposed in the customer's desired settlementWe believe that an AM/PM misunderstanding and unfortunate disconnect of communication will not stop the youth group from having an absolute blast at Breakout GamesWe would to do what we can to see to it this group is able to have the awesome experience they were promised! Most Sincerely, Teddy H***, Operations Manager Elizabeth C***, Assistant Operations Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]