Colerain Bowl Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. 
Regards,
[redacted] ---I previously filed a complaint with this company. They stated that they would issue a refund and never did. Desired Outcome: Receive the refund and be done with this business.

colerain bowl
October
Revdex.com
Cincinnati, OH
Re: Complaint ID-[redacted]
We
are truly sorry that the writer was dissatisfied with our facilityThis is a
case of a customer having expectations for a birthday party environment without
a reservationProducing our Birthday Party Package involves much more than
setting aside a couple lanes, so understand that a reservation for Saturday
afternoons 3:00-5:PM is not optionalWe cannot provide this package without
preparing ahead of time
Our party packages are important
products for usWe have an elaborate
reservation form, calendar book and archival process for repeat marketingWe
do not lose or misplace these reservationsOur job is to see that customers
have FUN—and that's not
easy, which is why the procedures above are closely
followed
Sometimes people will call for
information and find that our packages don't meet their desiresFor example,
we offer these packages within fixed time frames; groups cannot
bring in their own food and drinks (other than birthday cakes)We point out
that they are reserving and paying for an area for bowlers and not an excessive
number of spectators. We have private
party rooms available for non-bowling celebrationsSafety is an utmost concernToo many
non-participating people in the bowlers' area can easily be in harm's wayWe also have business reasons for these parameters; so, if
and when a party is booked, this is discussed and our customer knows what to
expectIn this case, there
were bowling customers plusspectators
What this letter
does not reveal is that the mother showed up expecting a birthday party
environment with the perks and services that come along with itMost of the complaints listed are based
on the assumption that the complainant had registered and reserved one of our
Birthday PackagesIf she had registered, there would have been a minimum of
one detailed phone conversation with our party coordinator plus a second
reminder call—all documentedIn addition, the customer would have paid a
deposit for the eventNote: All of our Saturday Birthday Party packages start
at 3:PM and end at 5:00PMWe ask that groups arrive by 2:in order to get
settled on the lanes
So, instead of responding to the
complaints about what services the complainant did not receive, first
understand that she did not arrange for any of themPreparing balloons,
personalized bowling pins, putting names on our outdoor sign etalare done
no later than Friday, before the Saturday package partiesWe have no records
at all referring to this personWhen the birthday mother and most of the group
arrived (2:PM) and was told that she did not have a party reserved, our
staff recognized the confusion but the mother wanted to wait until the writer of
this letter arrivedAfter waiting minutes, this large group was getting
anxious just standing around waiting, so our staff accommodated them (2:PM),
getting them shoes, balls and entering the bowlers names on the scoring screens
above their lanesThey continued to wait until 2:before bowlingTheir last ball was thrown was at 4:Our point of sale system tallied
the bill to be $($29.95/lane/hour), but our staff discounted the amount
to $because of the obvious dissatisfaction of the customer
We are not
perfect; we try to recognize issues like this before they happen, and our staff
makes great strides to accommodate all customers—even when the customer drops
the ball
Clearly, this writer sees things
differently, but if the
complainant had spent a fraction of the time coordinating the event ahead of
time, she would not have had to write the letter
My regrets and I will refund this
$
Sincerely,
Frank R., CEO
Colerain Bowl