Chacko's Family Bowling Center

Chacko's Family Bowling Center does not require a customer to surrender a driver's license to act as a deposit for loaner shoes. We do ask all bowlers to either leave a form of ID with the front desk and pay for their games and rental shoes at the end of bowling OR pay for their games and shoes...

in advance (so they will not have to leave any ID with us) – whatever they prefer. Signs are also posted at the front desk to this effect. It is entirely up to the customer to make this choice.If a customer chooses to leave an ID, the front desk staff will return the ID to the customer once all games and shoe rental have been paid on their lane. Rarely, a customer forgets or doesn't see their ID being returned (perhaps talking to friends, leaving in a rush, tired, etc) and the ID remains at our front desk for the customer to pick up at their convenience (sometimes the customer will have a family member or friend do this for them). (We never assume the address on the ID is still correct, as people move and change addresses and we don’t want to risk the ID making its way to a person it doesn't belong to.)
In regards to the customer who visited us on Saturday, May 9, 2015, the first phone call we received asking for assistance in returning his ID was late at night on Wednesday, May 13, 2015, so the message was not relayed to the manager who handled the complaint until her next day in the office – which (due to an unforeseeable circumstance) was Monday, May 18, 2015. The manager got the customer ID and (as he requested) addressed an envelope and put the ID in the mail late on Tuesday, May 19, 2015.
The manager left a note at the front desk notifying staff that the ID was mailed as the customer asked. This note was left for staff so that it if he were to call again, it would not take so long for him to get an answer. So, he may have called again and the staff would have given him this answer. We do not have a record of when this may have happened.
The manager handling the complaint did not receive another message from any staff until regarding this issue (thinking since the ID was mailed, that it was already taken care of), until the female staff member he spoke to on May 26, 2015 called the manager at home – in tears—that she answered the phone and a man immediately started yelling and swearing at her about an ID. This staff member had no idea what the man was referring to (as she was not the person handling the issue) and when she tried to explain this to him, he continued to yell. We train our staff that they do not have to tolerate customers being rude to them, and that they should simply refer them to a manager — which is what she ended up doing once she calmed down after being yelled at.
The manager called the customer from home and explained to him that she had mailed his ID nearly a week ago, as he had requested, and that we no longer had his ID. The manager asked him to please contact her directly (gave him her phone extension, email and name) if he still didn't get it that day. She offered to help rectify the situation with the post office she mailed it through as well as offered to purchase a replacement for him. Again, she was under the impression that he would have already received it long ago.
We never heard anything again from this customer and assumed he received his ID. The manager did try to reach out to him once more to check if he got it, but received no response.