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| - I have brought my kids here on and off for several years, despite long waits, poor service, problems with lanes breaking down, and not enough staff. A lot of the staff have been very friendly and personable, a few have been downright rude; they seem chronically understaffed, and I always feel badly for the people at the front desk.
The last time we went there, the kids were out of school for President's Day, February 15. We met a friend there around noon and waited a while in line to get our lanes. They swiped my credit card and set us up. I ordered some fries, drinks and later a pizza as a treat for the kids and the wait person, Destiny, took my credit card to start a tab. She informed me that she wasn't supposed to work and it was her day off, so I guess she wasn't too thrilled to be there. We had very long waits for the food, but that's typical and I was prepared since the waitress had indicated she wasn't supposed to be working. I tipped her well, trying to be nice since she was unhappy about having to work.
Checking out took a long time as the line was long and only one girl was working at the front desk, but we finally got things taken care of and left.
Two hours after we got home, I got an email notification about a charge on my credit card (I get email notifications for any charges made on this card). I hadn't used the card for anything since we had been bowling, so I checked the charge and saw it was for Brunswick. This was an extra $118 plus a $10 tip on top of the charges for the food and bowling from earlier in the day. It was very clearly a mistake since the charges were placed hours after we left.
I called the bowling alley and spoke to Kenn about the charges. He took down all of the information - the transaction numbers on the receipts that I had, the amounts of the valid charges and the amount for the extra charge made after we left. He said that he would give the information to the general manager and have them look into it.
The next day, I called back to check on things since I hadn't gotten a call from anyone. I spoke to Kenn again, and he said that he was going to give the information to the general manager as soon as the GM came out of an interview. He would ask the GM what was going to happen, and call me back if the GM wasn't going to call me. I never heard back from Kenn or the GM. The following day, Wednesday, the charges went through on the credit card (charges will show as pending for a couple of days then clear after that). No word from Brunswick. I called again and was put on hold, then cut off. Called back, spoke with Amanda, a shift manager or something, and she said that she was going to call the GM that night or the next morning and either have the GM tell her how to have the charge removed or have the GM remove the charge if she was not able to do it herself. I asked her to call me to confirm that it had been done, and she assured me that she would. We never heard from Kenn, Amanda or the GM - not a soul from Brunswick bothered to call us.
We finally filed a dispute with the credit card company and a report with the Better Business Bureau. Brunswick never responded to the BBB. The credit card company finally received a credit of $118, but no credit for the $10 'tip' that was charged on the card.
I am thoroughly disgusted and incredulous that a business would not only keep a credit card number and charge an additional $128 on it, but that they would not bother to respond to multiple phone calls, a BBB report and a credit card dispute!
My kids liked bowling there and it was convenient, but I will never set foot in that place again. They are an extremely poorly run business that has shown me that despite my long time patronage, they could care less about their customers, and have no problem using credit card numbers that they apparently keep to make extra charges. I would advise anyone that goes there to avoid using credit cards or keep a very, very close eye on charges made on that card after using it at Brunswick.
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