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Jade R
Terrible upsetting experience
Hollywood Bowl High Wycombe的点评
点评：Left 1 Star - as I couldn't leave less.
My wife booked two lanes for my sons 7th birthday on the 14th January for 10 children, with the expectation that my son and 6 friends could go on one lane and myself and his friends siblings could use the other lane.
When we arrived we were told by a Hollywood Bowl Employee (Emma) that we could only have 5 per lane and we get 1 hour per session. We were not entirely happy about this as this meant my son choosing 4 of his friends and leaving the other two out (not nice for him or the two friends he couldn't pick). Nonetheless we had no option but to split my son and his friends up and start playing.
During the game one of the lanes we were using started malfunctioning, not registering throws, resetting after one throw and messing up the scores. I reported this to the reception and told someone would come and have a look, I went back to the lane, waited for 10 minutes and no one arrived.
I went back to reception and asked for assistance and an employee came and checked the system and said it should be ok now, this took about 20 minutes to resolve. We continued playing for about 5 minutes and then the screen turned off and the lanes lights went out...I again went to reception to explain what had happened and before I could speak a word Emma put her hand up to me and said 'NO! You your time is up'! I couldn't believe the manner in which she spoke to me and the fact that we only had about 35 minutes of playing time when we paid for an hour (as confirmed by Emma before the game). I asked to speak to a manager and a girl called Naz spoke to me, I explained the situation and she said she would look into it and arrange for a refund to be processed after speaking with the head office. She took my name and number and said they would be in touch.
We were driving home when Naz called and said the refund had been approved and asked for our card number to arrange the refund, she said this would be in our account in a few days.
My wife checked a week later and no refund had been received, so she called the head office and they said to email through all the details of what happened as they had nothing on the system. We sent the details over on the 22/01/23 and HB responded asking us to call their number. When we called we were put through to High Wycombe after explaining the issue AGAIN and my wife spoke to Naz whom checked our bank details and said the refund would be with us soon.
Almost 3 weeks later (13/02/23) we still hadn't received this so my wife emailed all corresponding emails to HB and asked for this to be chased up. We then received an email on the 15th Feb, saying that HB cant give us a refund due to their no refund policy and that High Wycombe had explained to us that it was only a refund request, which was completely untrue. We emailed straight back confirming that this was false and that Naz had confirmed twice that the refund would go through.
HB then responded saying that that a refund has to be approved and as a good will gesture they extended our game by 10 minutes because of the issues we had. This is a COMPLETE LIE and was not the case at all, it confounds me that a company like Hollywood Bowl can be so unprofessional and disrespectful to their customers.
We have asked Hollywood Bowl for a call back to discuss further but based on our experience so far would be amazed if their employees knew how to operate a phone.
Hollywood Bowl have lost customers and we will be passing this info onto our friends and family suggesting they go elsewhere in future.
My wife booked two lanes for my sons 7th birthday on the 14th January for 10 children, with the expectation that my son and 6 friends could go on one lane and myself and his friends siblings could use the other lane.
When we arrived we were told by a Hollywood Bowl Employee (Emma) that we could only have 5 per lane and we get 1 hour per session. We were not entirely happy about this as this meant my son choosing 4 of his friends and leaving the other two out (not nice for him or the two friends he couldn't pick). Nonetheless we had no option but to split my son and his friends up and start playing.
During the game one of the lanes we were using started malfunctioning, not registering throws, resetting after one throw and messing up the scores. I reported this to the reception and told someone would come and have a look, I went back to the lane, waited for 10 minutes and no one arrived.
I went back to reception and asked for assistance and an employee came and checked the system and said it should be ok now, this took about 20 minutes to resolve. We continued playing for about 5 minutes and then the screen turned off and the lanes lights went out...I again went to reception to explain what had happened and before I could speak a word Emma put her hand up to me and said 'NO! You your time is up'! I couldn't believe the manner in which she spoke to me and the fact that we only had about 35 minutes of playing time when we paid for an hour (as confirmed by Emma before the game). I asked to speak to a manager and a girl called Naz spoke to me, I explained the situation and she said she would look into it and arrange for a refund to be processed after speaking with the head office. She took my name and number and said they would be in touch.
We were driving home when Naz called and said the refund had been approved and asked for our card number to arrange the refund, she said this would be in our account in a few days.
My wife checked a week later and no refund had been received, so she called the head office and they said to email through all the details of what happened as they had nothing on the system. We sent the details over on the 22/01/23 and HB responded asking us to call their number. When we called we were put through to High Wycombe after explaining the issue AGAIN and my wife spoke to Naz whom checked our bank details and said the refund would be with us soon.
Almost 3 weeks later (13/02/23) we still hadn't received this so my wife emailed all corresponding emails to HB and asked for this to be chased up. We then received an email on the 15th Feb, saying that HB cant give us a refund due to their no refund policy and that High Wycombe had explained to us that it was only a refund request, which was completely untrue. We emailed straight back confirming that this was false and that Naz had confirmed twice that the refund would go through.
HB then responded saying that that a refund has to be approved and as a good will gesture they extended our game by 10 minutes because of the issues we had. This is a COMPLETE LIE and was not the case at all, it confounds me that a company like Hollywood Bowl can be so unprofessional and disrespectful to their customers.
We have asked Hollywood Bowl for a call back to discuss further but based on our experience so far would be amazed if their employees knew how to operate a phone.
Hollywood Bowl have lost customers and we will be passing this info onto our friends and family suggesting they go elsewhere in future.
翻译：留下 1 星 - 因为我不能留下更少。
我的妻子在 1 月 14 日为我儿子的 7 岁生日预订了两条车道，供 10 个孩子使用，希望我的儿子和 6 个朋友可以走一条车道，而我和他的朋友兄弟姐妹可以使用另一条车道。
当我们到达时，一位好莱坞露天剧场的员工（艾玛）告诉我们，我们每条泳道只能有 5 个人，而且每节课有 1 小时。我们对此并不完全满意，因为这意味着我的儿子选择了他的 4 个朋友，而将另外两个留在外面（对他或他无法选择的两个朋友都不好）。尽管如此，我们别无选择，只能把我儿子和他的朋友们分开玩。
在比赛期间，我们使用的其中一条通道开始出现故障，没有记录投掷，一次投掷后重置并弄乱了比分。我向接待处报告了这件事，并告诉有人会过来看看，我回到车道，等了 10 分钟，但没有人来。
我回到接待处寻求帮助，一名员工过来检查系统并说现在应该没问题了，这需要大约 20 分钟才能解决。我们继续玩了大约 5 分钟，然后屏幕关闭，球道灯熄灭了……我再次去接待处解释发生了什么，还没等我开口，艾玛就举起手对我说‘不’ ！你你的时间到了'！我简直不敢相信她对我说话的方式，以及我们付了一个小时的钱后只有大约 35 分钟的上场时间这一事实（正如艾玛在赛前确认的那样）。我要求与经理交谈，一个叫 Naz 的女孩与我交谈，我解释了情况，她说她会调查并在与总部交谈后安排退款。她记下了我的名字和电话号码，说他们会联系的。
当 Naz 打电话说退款已获批准并要求我们提供卡号以安排退款时，我们正在开车回家，她说这将在几天内进入我们的帐户。
我的妻子一周后检查并没有收到退款，所以她打电话给总部，他们说通过电子邮件发送发生的所有细节，因为他们的系统上没有任何内容。我们在 22/01/23 发送了详细信息，HB 回复要求我们拨打他们的电话号码。当我们打电话时，在再次解释了这个问题后，我们接通了海威科姆，我的妻子与纳兹交谈，纳兹检查了我们的银行详细信息，并说退款很快就会到账。
将近 3 周后 (13/02/23)，我们仍然没有收到此邮件，所以我妻子将所有相应的电子邮件通过电子邮件发送给 HB，并要求追查此事。然后我们在 2 月 15 日收到一封电子邮件，说 HB 不能给我们退款，因为他们没有退款政策，海威科姆已经向我们解释说这只是退款申请，这是完全不真实的。我们直接回邮件确认这是错误的，Naz 已经两次确认退款会通过。
HB 随后回应说，必须批准退款，作为善意的姿态，由于我们遇到的问题，他们将我们的游戏时间延长了 10 分钟。这是一个彻头彻尾的谎言，根本不是这样，让我感到困惑的是，像好莱坞露天剧场这样的公司竟然对他们的客户如此不专业和不尊重。
我们已要求好莱坞露天剧场回电以进一步讨论，但根据我们目前的经验，如果他们的员工知道如何操作电话，我们会感到惊讶。
好莱坞露天剧场已经失去了客户，我们会将此信息传递给我们的朋友和家人，建议他们将来去其他地方。
我的妻子在 1 月 14 日为我儿子的 7 岁生日预订了两条车道，供 10 个孩子使用，希望我的儿子和 6 个朋友可以走一条车道，而我和他的朋友兄弟姐妹可以使用另一条车道。
当我们到达时，一位好莱坞露天剧场的员工（艾玛）告诉我们，我们每条泳道只能有 5 个人，而且每节课有 1 小时。我们对此并不完全满意，因为这意味着我的儿子选择了他的 4 个朋友，而将另外两个留在外面（对他或他无法选择的两个朋友都不好）。尽管如此，我们别无选择，只能把我儿子和他的朋友们分开玩。
在比赛期间，我们使用的其中一条通道开始出现故障，没有记录投掷，一次投掷后重置并弄乱了比分。我向接待处报告了这件事，并告诉有人会过来看看，我回到车道，等了 10 分钟，但没有人来。
我回到接待处寻求帮助，一名员工过来检查系统并说现在应该没问题了，这需要大约 20 分钟才能解决。我们继续玩了大约 5 分钟，然后屏幕关闭，球道灯熄灭了……我再次去接待处解释发生了什么，还没等我开口，艾玛就举起手对我说‘不’ ！你你的时间到了'！我简直不敢相信她对我说话的方式，以及我们付了一个小时的钱后只有大约 35 分钟的上场时间这一事实（正如艾玛在赛前确认的那样）。我要求与经理交谈，一个叫 Naz 的女孩与我交谈，我解释了情况，她说她会调查并在与总部交谈后安排退款。她记下了我的名字和电话号码，说他们会联系的。
当 Naz 打电话说退款已获批准并要求我们提供卡号以安排退款时，我们正在开车回家，她说这将在几天内进入我们的帐户。
我的妻子一周后检查并没有收到退款，所以她打电话给总部，他们说通过电子邮件发送发生的所有细节，因为他们的系统上没有任何内容。我们在 22/01/23 发送了详细信息，HB 回复要求我们拨打他们的电话号码。当我们打电话时，在再次解释了这个问题后，我们接通了海威科姆，我的妻子与纳兹交谈，纳兹检查了我们的银行详细信息，并说退款很快就会到账。
将近 3 周后 (13/02/23)，我们仍然没有收到此邮件，所以我妻子将所有相应的电子邮件通过电子邮件发送给 HB，并要求追查此事。然后我们在 2 月 15 日收到一封电子邮件，说 HB 不能给我们退款，因为他们没有退款政策，海威科姆已经向我们解释说这只是退款申请，这是完全不真实的。我们直接回邮件确认这是错误的，Naz 已经两次确认退款会通过。
HB 随后回应说，必须批准退款，作为善意的姿态，由于我们遇到的问题，他们将我们的游戏时间延长了 10 分钟。这是一个彻头彻尾的谎言，根本不是这样，让我感到困惑的是，像好莱坞露天剧场这样的公司竟然对他们的客户如此不专业和不尊重。
我们已要求好莱坞露天剧场回电以进一步讨论，但根据我们目前的经验，如果他们的员工知道如何操作电话，我们会感到惊讶。
好莱坞露天剧场已经失去了客户，我们会将此信息传递给我们的朋友和家人，建议他们将来去其他地方。
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