Resolved
Cassia N

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Resolved: Customer Complaint

Updated by user Feb 11, 2023

Company fixed the issue and I have been provided with full refund. They apologized, and offered a free day on their organization, and was very kind.

Original review Feb 04, 2023
Dear Human Resources Manager, I was a guest at your company Laser Bounce-Family Fun Center (80-28 Cooper Avenue, Queens, NY 11385) on February 3, 2023 and this is a formal racial discrimination complaint. On February 3, 2023 I decided to take my children to the location stated above to celebrate my oldest son's birthday. I researched the location and organization for weeks until I decided it was the perfect place to accommodate us all. I am also handicapped, so I looked carefully for an accessible facility that would fit my motor wheelchair comfortably. I was probably a bit overzealous as I accidentally overpaid online to get in, which was fine because I ended up turning it into credit for games. We enjoyed Laser Bounce-Family Fun Center so much up until the incident, that my husband put more money onto the card in order for us to enjoy the full experience. Unfortunately, towards the end of the night we decided to unwind and grab something to eat. However, when my husband went to order, the staff behind the counter said the kitchen was closed without hesitation. Not only did they say that, but they also had no get up as to see what it was that we possibly wanted, their answer was quick and to the point. That was completely fine, because we told ourselves we were too late, and we’ll get something to eat outside, and settled on making rainbow Skittles for my son (the machine was broken, so no skittles either) we decided to get ourselves together and leave. Less than 5 minutes later a family of maybe seven people went to order food, and the staff and kitchen took their orders gladly, and everyone sprung into action. This saddened me more than upset me, because although I do not like to pull the race card, and after allowing it to digest, it seemed as if the staff served the Hispanic people, and not us, African Americans. When I went to ask an employee who just came from the kitchen, who was walking around cleaning, she mentioned that they didn’t completely take out the cash drawer, and that the family just wanted food…well that’s what we wanted too, but didn’t have the opportunity to mention that. I know this may seem minor to some, but to us it really put a damper on the end of my son’s birthday, and to be honest ruined the night for my husband and I. We continued to keep our game faces on for our kids, so they wouldn’t feel or see anything, but my husband who has always maintained a poised, positive and respectful attitude, was disgusted by the blatant disregard to our family. The only thing I regret is not getting the names of each and every person behind the counter. I look forward to your reply and resolution to this issue. I would appreciate the opportunity to speak with you via email or phone so we can discuss the incident. Thank you for your help in this matter. I look forward to hearing from you. Sincerely, Cassia N.
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