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| - I'd like to start out that I've been to this Brunswick many times, starting when I was 11 or 12, and that I've gone to the cosmic bowling (nightclub themed bowlong from 11pm-2am) several times as an adult. Tonight was the worst experience I've ever had there. I apologize for the long review, but I believe that everyone who wants or likes to bowl there should consider what happened to me before spending their money here.
We arrived as a group of 5, and my brother and I bought two bowling passes for $33. Then we purchased another $10 worth of arcade tokens. By the time we decided to join our friends, it was 1am, so we had a good hour to go. We waited for our friends to finish their game and began ours at 1:20.
Exactly one frame into the game, the rake mechanism began to malfunction; it went up and down, sweeping under the pins, about 5 times in a row. We pressed the reset button and nothing happened. Then we stood there for about a solid minute; I told my group that if it happened again, we would go get an employee.
Nothing happened; the problem appeared to fix itself, so my brother bowled. RIGHT as he let go, the rake began to go down and his ball tapped it and then went into the gutter. I'd like to clarify here that he did not intentionally try to hit the rake, nor was he throwing his ball at the speed of sound.
The rake stayed down, so we used the intercom feature to talk to the woman at the front desk. She hung up on my friend after about 10 seconds of talking. When I went up to explain the problem, I was polite and firm about what had happened. I was confused at how rude she had become since the last time I had interacted with her; previously she had been friendly to me. She told us she shut down our lane because we had hit the rake. I told her we didn't try to hit the rake, and that the machine came down unexpectedly during a bowl.
She told us we should have come and gotten her the first time the rake was malfunctioning; I said that the problem had appeared to correct itself and had stopped. She told us she didn't care, that the lane would stay shut. I said this was fine, I just wanted my money back. At that point she went to get her manager, an older man with gray hair dressed in a polo shirt and slacks (I didn't catch his name).
He listened to my story for about 2 minutes and then told me they didn't give refunds and he wouldn't open up a new lane because they closed in five minutes. I told him that yes, NOW they were about to close, but when the problem occured we had 40 minutes left to get our money's worth. I said that the problem with the machine was not due to something I DID or DID NOT do, that this was clearly Brunswick's problem.
At that point he put his hand up in my face and walked away without saying a word. I was shocked at the level of rudeness and unprofessional behavior I encountered here tonight. The manager essentially told me that though HIS machine malfunctioned, it was still our fault and we shouldn't get our money back. I spent $43 (the other three people in our party spent $16 each, in addition to food and drinks), was a polite and respectful customer all evening, and ended up being treated like trash. I will never go back to this bowling alley again, and you shouldn't either.
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