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Andretti Standards Questioned: Inconsistent Policy Enforcement at The Colony, TX
Andretti Indoor Karting & Games的点评
点评：This was one of the most disappointing customer experiences we’ve had, not because of a rule—but because of how it was handled.
Our six-year-old son loves racing. He’s been racing regularly since early November at another Andretti location and has already been officially verified as meeting the height requirement for the junior track. We came to this location excited, with family in town, expecting the same consistency.
Instead, he was denied access based on a manager’s visual guess from behind the counter.
No one measured him.
No policy was clearly explained.
No customer records were checked.
And the manager refused to even come out to engage directly.
If height requirements are about safety (which we fully respect), then they should be enforced objectively and consistently. Guessing from a distance is not safety—it’s laziness and poor leadership.
What made this worse was the complete lack of empathy. Watching a child who loves racing go from excited to confused and disappointed—without explanation or care—was heartbreaking and entirely avoidable.
The Andretti name stands for precision and professionalism. What we experienced here was the opposite: disengaged management, inconsistent policy enforcement, and a total breakdown in customer experience.
We didn’t ask for special treatment. We expected competence, consistency, and basic respect—especially when dealing with kids.
This experience ruined our visit and seriously damaged our trust in this location. Until Andretti addresses these leadership and operational issues, we won’t be returning—and we’ll think twice before recommending it to other families.
Our six-year-old son loves racing. He’s been racing regularly since early November at another Andretti location and has already been officially verified as meeting the height requirement for the junior track. We came to this location excited, with family in town, expecting the same consistency.
Instead, he was denied access based on a manager’s visual guess from behind the counter.
No one measured him.
No policy was clearly explained.
No customer records were checked.
And the manager refused to even come out to engage directly.
If height requirements are about safety (which we fully respect), then they should be enforced objectively and consistently. Guessing from a distance is not safety—it’s laziness and poor leadership.
What made this worse was the complete lack of empathy. Watching a child who loves racing go from excited to confused and disappointed—without explanation or care—was heartbreaking and entirely avoidable.
The Andretti name stands for precision and professionalism. What we experienced here was the opposite: disengaged management, inconsistent policy enforcement, and a total breakdown in customer experience.
We didn’t ask for special treatment. We expected competence, consistency, and basic respect—especially when dealing with kids.
This experience ruined our visit and seriously damaged our trust in this location. Until Andretti addresses these leadership and operational issues, we won’t be returning—and we’ll think twice before recommending it to other families.
翻译：这是我们经历过的最令人失望的顾客体验之一，并非因为某项规定，而是因为他们的处理方式。
我们六岁的儿子热爱赛车。自十一月初以来，他一直在另一家安德烈蒂赛车场定期参赛，并且已经通过官方认证，符合青少年赛道的身高要求。这次我们满怀期待地来到这家分店，因为有家人来访，我们以为也能享受到同样的待遇。
然而，我们却因为一位经理在柜台后凭目测就拒绝了他进入赛道。
没有人给他量身高。
没有明确解释相关规定。
没有查看顾客记录。
而且经理甚至拒绝出来与我们直接沟通。
如果身高要求是为了安全（我们完全理解这一点），那么就应该客观、一致地执行。隔着一段距离凭感觉判断身高，这根本不是安全问题，而是懒惰和糟糕的管理。
更糟糕的是，他们完全缺乏同理心。眼睁睁看着一个热爱赛车的孩子从兴奋变得困惑失望——没有任何解释或关心——真是令人心碎，而且这一切本可以避免。
安德烈蒂这个名字代表着精准和专业。然而，我们在这里的经历却截然相反：管理层漠不关心，政策执行前后矛盾，顾客体验彻底崩溃。
我们并没有要求特殊待遇。我们期待的是专业、一致和基本的尊重——尤其是在对待孩子的时候。
这次经历毁了我们的行程，也严重损害了我们对这家店的信任。除非安德烈蒂解决这些领导和运营问题，否则我们不会再来——而且在向其他家庭推荐这家店之前，我们也会三思而后行。
我们六岁的儿子热爱赛车。自十一月初以来，他一直在另一家安德烈蒂赛车场定期参赛，并且已经通过官方认证，符合青少年赛道的身高要求。这次我们满怀期待地来到这家分店，因为有家人来访，我们以为也能享受到同样的待遇。
然而，我们却因为一位经理在柜台后凭目测就拒绝了他进入赛道。
没有人给他量身高。
没有明确解释相关规定。
没有查看顾客记录。
而且经理甚至拒绝出来与我们直接沟通。
如果身高要求是为了安全（我们完全理解这一点），那么就应该客观、一致地执行。隔着一段距离凭感觉判断身高，这根本不是安全问题，而是懒惰和糟糕的管理。
更糟糕的是，他们完全缺乏同理心。眼睁睁看着一个热爱赛车的孩子从兴奋变得困惑失望——没有任何解释或关心——真是令人心碎，而且这一切本可以避免。
安德烈蒂这个名字代表着精准和专业。然而，我们在这里的经历却截然相反：管理层漠不关心，政策执行前后矛盾，顾客体验彻底崩溃。
我们并没有要求特殊待遇。我们期待的是专业、一致和基本的尊重——尤其是在对待孩子的时候。
这次经历毁了我们的行程，也严重损害了我们对这家店的信任。除非安德烈蒂解决这些领导和运营问题，否则我们不会再来——而且在向其他家庭推荐这家店之前，我们也会三思而后行。
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