I am giving two stars for the environment and the staff that stepped up to assist us despite the pushback he received from the operations manager Sam.
I am writing to express my disappointment regarding the treatment my family and guests received during my son Eli's 16th birthday celebration at your Timonium location.
Our group visited your establishment to celebrate his birthday, where we purchased two games of bowling, two pizzas, and alcoholic beverages for the adults. Our total bill exceeded $200, and we were looking forward to enjoying the evening together.
Toward the end of our visit, five teenagers in our group, ages 15 and 16, asked if they could have tap water. We were not asking for specialty drinks or free soft drinks--simply tap water. The Operations Manager, Sam, informed us that he could not provide complimentary tap water because it was against the company's business operations.
I respectfully asked him to reconsider. I explained that we had already spent over $200 and that this was simply a request for water for children. I found it difficult to understand how providing two cups of tap water would negatively impact the company's profits or violate its business model.
What made the situation even more disappointing was that another employee stepped forward and offered to get the children water from the kitchen. Before he could do so, Sam stopped him and stated that he could not provide the water without his approval. Despite knowing the request was simply for tap water, he continued to refuse.
I fully understand that businesses exist to make a profit, and I respect company policies. However, there should also be room for common sense, compassion, and good customer service. Refusing to provide tap water to minors after their family has already spent hundreds of dollars left us feeling as though we were viewed only as a source of revenue rather than valued customers.
This experience was especially disappointing because I have always enjoyed visiting your Timonium location. Unfortunately, this interaction overshadowed what was supposed to be a memorable birthday celebration for my son.
I would appreciate an explanation of your company's policy regarding providing tap water to guests, particularly minors, and whether the actions taken by the Operations Manager reflect Lucky Strike's customer service standards. I also hope this situation can be reviewed so that other families do not experience the same treatment.
Thank you for taking the time to review my concerns. I look forward to your response. read more