The Good, The Bad, and The Bowling

I put off writing this for two days, because I was mad, and I didn't want to relive it!  I was also trying to figure out how to organize my writing, because, while we had a really stinky experience at one place, my husband's quick thinking, and the great time we had at the other place saved our day of family fun!  So I decided to write two separate entries (I know, not sure why it took me that long to come up with it either, though I will say I didn't have time to do much more than breathe as I was running yesterday, because it was nuts!).

My parents bought us a gift card to Sunrise Lanes in Casper, WY for Christmas.  It was a wonderfully thoughtful gift for the entire family, and we have been so excited about going in and spending the day together!  We have a large family (7), so we thought we'd call ahead and see what kind of specials they had and what would be the best deal for us.  I went to their website, and emailed them two weeks before we wanted to go, asking for information.  I gave it a few days, because I know sometimes it can take a  bit to get back to someone, but I didn't hear anything.  Over a week later, a few days before we had scheduled to go, I tried calling their office.  I left a message, and waited fruitlessly for a return call. 

At this point, we figured that we wanted to go, and that the day we had chosen was what worked best for us.  We knew they were open, so we set the day aside and made plans to drive in (we live about 50 miles away).  We got there on Tuesday, just a few minutes after they opened.  As we walked into the building (Sunrise Shopping Center), we were bombarded by a whirl of snow and ice bits flinging themselves wildly from the roof.  We walked together down the long hall to the bowling alley, and pulled open the door.  

The girl behind the desk raised her head and looked at us dispassionately, as we glanced around.  No greeting, no friendly smile, no "How can I help you?", just a blank stare from behind a mountain of counter in an ice cold room.  As we walked up to the counter, shivering (still in our coats since we had just come from outside), my eyes took in the acres and acres of empty lanes.  24 gleaming lanes ready for business, and not a soul in the place, other than the woman at the counter, and a young man who worked there eating at a table nearby.  

I explained that we had received a gift card for Christmas, and we had tried to call ahead but never got a reply, so we drove in to come bowling.  I asked if we would need two lanes, and she said yes, she'd set us up on these two, pointing to one end.  I mentioned that the lady my mom had talked to had recommended bumpers for the kids since they had never bowled before, and she acted like it would be a big production to use them.  "Oh, well we don't have them on those lanes."  I asked if we could have different lanes, and she hemmed and hawed.  I asked what the best deal for us would be, and she figured out what an hour of bowling would cost.  I asked how much more time would be, and it was like she was encouraging us to be there for the shortest time possible!  Then we decided we would bowl for 3 hours, and handed her the card.  She rang it up, ran the card, and said "Are you sure you haven't used this?"  I said I was sure we hadn't used it, that it was the first chance we'd had to come in since we had gotten it for Christmas.  I explained that my mom had called from Washington State where they live to buy it for us, and that someone there had written the card and sent it to us directly.  She said "Well, there is a zero balance on this card."  I said "I activated it, because the note on the card said to go online and activate it, but we haven't been in to use it."  

The bowling manager came out and took all my information, made copies of the receipt and card, and basically told me there wasn't anything she could do, that she would have to turn it over to her manager.  They kept asking over and over again if we were sure we hadn't come in and used it, and made me feel like they thought I was a criminal!  They were able to backtrace the activity on the card, which said it was loaded on the 12th of December, and the entire amount was used/taken off on December 13th.  We didn't even have the card on the 13th, because it was mailed directly from them after my mom called and purchased it.  

We ended up leaving, because I was hurt, dejected and dissatisfied, and Paul and I were both angry.  We didn't care to spend our money somewhere where they treated us like criminals.  I called my mom and told her she might want to call her credit card company, because I wasn't quite sure what had happened, but I knew there was supposed to be money on that card and there wasn't any.   Our kids were very disappointed that we had driven all the way to town to go bowling, and we were walking away, but they accepted it gracefully.

I will say, that if it were my establishment, even if I couldn't fix the big problem with the card, I would have welcomed us, been friendly, tried to fix the problem, and at the very least, set us up on a couple of lanes to bowl for a few games so that we didn't come all the way there for nothing.  The only reason I would even go back is if they actually fix the gift card, it's not like we could go spend it somewhere else! 

We decided to visit another bowling alley, but the night and day difference there is a whole new blog entry just waiting to be written!

UPDATE 1/26/2012

 My mom and I both received calls today, extremely apologetic, from the manager of the restaurant, who is the one who originally sold my mom the gift card.  She said it was an "internal problem", which we both think means someone stole the money - emptied the card before sending it out.  

She and the manager whom I spoke with on Tuesday both apologized profusely and wanted to "make it right", asking for another opportunity to "wow our socks off" and "show us how great they can be".  They reloaded all of the money to the card, and are additionally providing us with a specialty pizza, and sodas when we go back in, to help make up for the lost time and the additional drive to town.  


We agreed to give it a shot, so we are going to call the night before or the morning of our next visit so that she can make sure there are no hassles (that will be the first test, whether someone answers the phone!).  I'm sure we will have a good time, and I will post a new blog after the visit to catch everyone up!