Entertainment Properties Group

Recently went to Pinstack Austin and was throughly disappointed..the customer service was terrible beyond terrible !!!!! Please look into that. We spent more then enough to get decent service and were not served to satisfaction and ever heard the same complaints from the other customers attending as well
Oct 21st, 2021

Good food! Great atmosphere!
Aug 13th, 2020

Location: Pinstack 6205 Dallas Pkwy Plano, TX 75024 Incident: Up until recently, we have enjoyed visiting Pinstack over the years for the food, service, and overall experience. But, unfortunately, after our visit this past Sunday, October 23rd, 2022, this view has changed for us. Sunday, my family and I visited the Plano Pinstack location. Unfortunately, instead of the usual delightful service and fare, we encountered problems almost immediately. The issue started when my family and I sat to order dinner near the bowling lanes. We waited for approximately 20 minutes with no acknowledgment from any staff members. Finally, I went to the bartender and asked if protocol required me to place an order with them just in case the establishment was dealing with a short staff. The bartender confirmed my seating location and advised he would take care of me shortly. I returned to my table to wait with my family, where an additional 10 minutes passed. During this time, again, no staff approached our table to greet us or offer refreshments. Finally, around 6:30 pm, I returned to the bar questioning the whereabouts of our server. I asked the bartender to come to our table to place our order and was instead answered, I cannot leave this area; I am the bartender. I asked the bartender why did he advise that he would personally take care of us if he could not leave the area. I asked for a manager from the bartender and the server working for the private party at that time. The bartender refused to call for the manager, again stating that he could not leave the area. I asked several staff members, all of whom chose to look at my ordeal instead of offering assistance. During this time, the server who worked the private party started exchanging threatening obscenities towards my family and me. While waiting for the manager, I asked another staff member to remove the server from the premises due to her inappropriate conduct. Another team member tried to escort her away. As they passed the area where you can purchase the bowling excursion (center), the server flipped the middle finger several times to my family and me, continuing to yell vulgarities at us. The Fun Manager, Tristin, finally approached me to get an account of what happened. I advised that I did not feel comfortable with that server being on-site and stated that I would consider calling the cops due to the extreme lack of professionalism and threatening behavior. I advised him to review the camera footage as she is on footage conducting herself in this manner. After Tristin gathered an account of our events, the server, Chris, came to take our order. Chris later stated that he witnessed the server flip my family and me off, apologized several times for the mistreatment, and said Pinstack does not condone nor conduct business in this manner. As we waited for our food, several teammates stood around, pointing and whispering instead of tending to their duties. We were offered 20% off our entire meal and four game cards with a 2-hour time limit with 80 credits each towards any game. I additionally left my contact information with Tristin and advised I would like to receive a follow-up. After the traumatic ordeal that my family and I experienced, it is appalling to witness an employee of such a respected chain/company behave in such a manner. I was shocked and disappointed to receive this level of service, and I believe you should be aware of your employees actions. I trust that this is not how Pinstack does business and that you will mention my concern to your management team about the incident. I am open to discussing the matter further and should hope that you will respond with a solution to prevent this incident from happening again. I look forward to hearing from you.
Jul 4th, 2022

Strike + Reel is great. The management, not so much.. need a better sense of customer service as attentiveness from the front host(blond girl) to the general manager (Alex)... I left my wallet last night and called an hour before I arrived to ask if it was there. I was called back relatively quickly with a confirmation that it was there and I said I was in my way and would be there soon. An hour later, I ran in to get it and was waiting more than 15 minutes before I had to leave without it. I was told Alex is the only manager and the only person with access to lost and found. Thats fine but the protocol for lost and found at that point ought to be updated. I was told that Alex told the front desk girl he was too busy to bring my wallet to the front and they werent sure when hed be able to.. seriously?! I had to leave because my daughter had to be at work and wouldve been late had I continued to wait. Horrible customer service.. definitely need to figure out how to handle a situation like that in a more customer friendly way in the future because it really put a sour taste in my mouth
Jun 3rd, 2021