I recently took my family to Jillians at the CityWalk as a celebration for one of the kids. When we got there, the cashier couldnt take any card transactions because "the system was down, " and referred me tothe cashier at the bar. I purchased over $200 in play cards. Everything was going good. I also asked her about the bowling alley and he told me that its not open and she doesn't know why. My family was playing games and even won a stuff animal from one of the grabbing game machines. I went with one of my nephews to play the game where we had previously won a stuff animal.
We had been trying to get a particular prize since it seemed more easier to get. After four tries we finally grabbed a stuff animal only it wasnt the one we intended to grab. As soon as my nephew pulled out the prize an employee was there to take it away.
When I questioned why he would do it, he said we did not win it. I told him that cant be since the stuffed animal was picked up by the claw. He kept insisting we were wrong and that we were not winners. But how can we not be winners when the machine gave us the prize? The employee ended it by blatantly saying we were liars and he went off to the back.
I then went to the same cashier who didnt seem to know anything and requested that she call the manager on duty. She was prompt in calling him. I was approached by the manager who did not identify himself. He already had an answer even before I told him my complaint. He defended his employee's actions and said that there are surveilance cameras and "things of that nature" to show.
I was raised properly and did not want to create a scene over a stuff animal. I did not want to continue with the argument as it was going nowhere. He credited back the value of the game to the play card. I spoke with him one more time to ask if there was a corporate office and that his staff needed to have work on their customer service skills and that problems should be handled by him when a problem arises. He was very blank about my concerns and did not seem to care.
I have made a personal vow not to patronize any Jillian's because of this experience. I can not beleive that a fmaily oriented facility is beig run like some type of gambling hall. It has left a sour taste in my mouth and I hope that no other persons will have to deal wth that type of problem. So I warn others to not go there as it seems, if you start winnning, they start coming after you claiming that its an error. Do not fall preyto this money hungry man's schemes to rob families and children.
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