When You Post A Review You’re Under Review

, , , | Right | March 20, 2019

(I work at an arcade with batting cages, and we have a play park. Everyone who goes into the play park must purchase a wristband. We send staff periodically to check and make sure no one has snuck in. I also run the Facebook page, and I receive this message, which is a screenshot of a review he made a couple of days ago.)

Customer: “Worst f****** experience ever! We went there so my son could get some practice hitting. As he finished up, he wanted to play in the arcade and in the ball pit, which was all fine and good. Well, he was playing in the ball pit, and some teenagers who were playing in there at the same time but had no business being in there were horse playing and they hit him in the eye. No one apologized about it, and they all scattered like roaches when the kitchen light comes on. Then, furthermore, while we went in there playing with our kids — eight and almost a year old — we were told we have to leave because we didn’t have wristbands and we weren’t supposed to be in there. I felt that my character was discriminated against that night, and believe me, we will not, and I repeat not be coming back!”

Me: “Hi, [Customer], I’m sorry you had a bad experience Sunday. I don’t know how the review evaded my sight, as I usually see every one that appears. So, thank you for bringing it to my attention. However, while you are right that the teenagers had no business being in there, I honestly have to say you had no right to be in there, either, since you did not purchase a wristband to be in there. It wasn’t your character that was being discriminated against; we kick everyone out who has not purchased a wristband.”

Customer: “That’s not the point. The point of the matter is that nothing was done about it until we got there, and the people there were choosing sides because you believe what people tell you. It was basically black against white, but we definitely are not coming back to that h***-hole.”

Me: “Okay, maybe I’m not understanding what the problem here is. Did you tell our staff that there were teenagers roughhousing in the Play Park and nothing was done? Or is it that you were kicked out of the Play Park because you did not purchase wristbands, or something else?”

(The customer doesn’t respond after that. But my favorite part is what other customers commented on his review.)

Customer #1: “Sounds like you should be more upset with the teenagers than the place.”

Customer #2: “Right. You’re giving this place a bad rating for other people’s actions, and for the fact that you obviously missed the sign that clearly states you need a wristband to play in the ball pit area.”

Customer #3: “Good sports are not for weak-minded cry-babies.”

Customer #4: “You should have stepped up as his father and said something to the teenagers. Whenever my autistic son is in there, if other children’s parents are not enforcing their child to play according to the rules, with my son in the ball pit, I will not hesitate to politely tell the kids to calm down, play nice, and remember that not everyone is the same age, and you have to be cautious of the little ones. I have never had an issue with other parents getting angry or at all upset with me for going out of my way to ensure my son’s safety from kids that are playing too rough in the ball pit area. And yes, it clearly states on the entrance to the soft play area the price; it was your ignorance that had your son removed, not the employees of [Company] treating you any different from any other customer. Perhaps you should pay more attention to small details clearly posted in locations you attend.”

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