David M. on BirdEye
2 years ago
05/27/2018, 21:15 PM
The level of service received at this place is UNACCEPTABLE, nobody cares, there is little to no organization at this location and the associates there do not care and rightfully so due to the fact that they are so undermanned and disorganized.
I came in tonight with a group of 5 and we were told it would be an hour to an hour and a half wait, we can see our position on the queue via a list that is texted to you when you check in for a lane. Nearly THREE hours later, we had finally gotten to the #2 slot, but our group noticed that people were going ahead of our party, we went up to the host stand (which was really undermanned, there was a line out the door, JUST TO MAKE APPOINTMENTS) and tried to find out what was happening, we were then notified that we were #15 on the queue and that the list that THEY sent us was incorrect, and that we would have to wait another half hour to and hour. This was unacceptable and went to management at that point, and the manager instantly gave us a lane that was open (there were several lanes open this whole entire time, but none of them were cleaned up, and never got cleaned up during the time I was there). The lane that we went to was disgusting, there was food on the chairs, beer bottles all over the table, and then after playing a slot of bowling, the lane stopped working, and we rang the service bell, while we waited for someone to show up (SPOILER: Nobody showed up) I went to order some food for my party, they were severely understaffed as well at the food desk, there were only two people running the food area, and I felt bad for them, they alternated, taking one order and then cooking that order and then taking the next order once the previous order was completed, I was standing in line for about 20-30 minutes before I finally got to put my order in just to find out that most if not ALL the items that I wanted to order were not in stock, or more than likely the men who were working in the back did not want to make the food since they were so backed up. I gave up and did not order anything and informed my party and at that point we just decided to leave, since this was just a waste of our time, we notified management of our situation and they sort of just shrugged it off and we left.
We were there from 6 PM to about 10 PM, we didn't get to play a single game of bowling, the service was unacceptable, and overall I've never experienced such a poor experience at an establishment like this before. Myself and other friends will be back to cancel our summer memberships and honestly we were furious about how poorly things ran tonight. I understand it's busy, but this seems like a gigantic management issue and this needs to be resolved if this place is going to float. Get more people in the alley on weekends when it's obviously going to be busy, and get a better system going as far as appointments so people don't show up and end up having to wait 3 hours just to not bowl. I honestly felt bad for the employees working tonight, I could tell they were not having a good time. Invest in your employees and they will work wonders for you.
I wanted to have a good night tonight, and to celebrate Memorial Day with some good company. I know I am not alone with this experience tonight, and maybe tonight was just a one off, but either way these issues needs to be taken and resolved, Jupiter Lanes was not as fancy and well situated as it is now with Bowlero, but Bowlero set some really high expectations and missed each and every time, even below the standards that Jupiter Lanes set.
Excuse my rant, but tonight was just plain unacceptable and I hope my voice is heard with someone at management, I can't get those hours spent back, but we did manage to go to another establishment afterwards that helped make up for this horrible experience.