Absolutely the worst customer service I've ever experienced. I don't typically complain about poor service - things happen and I get that. But this went way beyond just poor service to flat out incompetence. Around mid January, I booked 4 lanes for a client event for about 20 people for Feb 9, 4:30-6:30. All booked, great! Took my email address to send my invoice and confirmation. I never did receive an email so I rang back last Wed to confirm that we were all indeed set for Saturday, 4 lanes, 4:30-6:30. Yep, all good! Great! I mentioned that there hadn't been an email, but people get my address wrong all the time. I spelled it out, she read it back. Great! Still no email, but since we'd had a longish conversation on the phone, I figured all was fine. Showed up yesterday for the event, along with 20 clients to find that they'd booked my lanes for 3pm, we weren't there, so they gave my lanes away. No, no, I booked 4:30. We weren't there at 3pm because it was a 4:30 booking. I would never have booked 3pm as it didn't work for anyone in the group. It was ALWAYS 4:30. I also indicated that I still hadn't received an email. Upon showing me what was written down, they still had the wrong address. The manager left me and my 20 guests standing there for 30 minutes while talking to the owners who apparently believe that because I talked to 2 different people, one of them would have caught the error, so of course, it was my fault. Really? The folks who still couldn't get my email right after having it spelled out for them and by them 2-3 times? Never have I been gaslighted by someone in the service industry. Needless to say, my family and the 20 potential customers I brought in will never go there again. An absolutely terrible way to treat customers!
Are you kidding me???? That's your response? First, I did not ever call on a Saturday - I called during my breaks through the week. I did not add a lane. It was ALWAYS 4 lanes at your staff's recommendation based on the original guest list of 24 people. If anything I would have decreased by a lane, but decided not to as there are a number of very young children in the group. I thought it best to spread them out. I gave my email address no fewer than 3 times, with it being read back to me, correctly the last time I called to confirm our 4:30 reservation. The time was always 4:30. There was no time change from me. And no, we could not keep 10 infants, toddlers and school aged children appeased to wait an extra hour for the lanes I had already booked! Your staff clearly has mixed up my booking with another. As a business owner myself, I am appalled by the way you've handled this issue. As stated before, we will never be back and will happily share this experience broadly within Newmarket.