Dave & Buster’s

Good morning-

My sons 21st Birthday was yesterday, and he wanted to go to Dave and Busters (in White Marsh, MD). He thought it would be fun for the younger kids in our family as well as the old. I contacted Dave and Busters last week via email and a representative got back to me and said to go on open table for a reservation. I tried doing so and it would not let me make a reservation for 25 people. I called the afternoon before (3/20) and spoke to a very friendly young lady and she reiterated, you do not take reservations over the phone, but she would make a note of a larger party coming in on Tuesday evening. When we arrived Tuesday evening around 6pm, the place was relatively empty and there was a sign to seat yourself. My sister’s family and my parents grabbed a table in the bar area (since my son turned 21 and wanted to be in that area where it was lively, and he could go to the bar to get his first drink with our family). There was no one in the bar area. A server came over and said since there was 25 of us we would need to go to a table in a dark back corner to sit. We didn’t want to do that and explained it was going to be individual families with separate checks. The manager came over and said we could not sit there. Again, there was no one even in the bar area and the restaurant was not busy at all. We were all very respectful and kind to him, even when he should not have had our respect. The manager was mean, demeaning and I believe racist towards us. In 50 years, I thankfully have never felt racism, however last night I did. There was no other reasonable explanation for it. He finally said we could have 2 tables of 6 in the bar area. That was only seating for half of the people that were coming. All the other tables were open in the bar area. Then another family came in, wanted to sit at a table with a baby and very young children and he made them sit in the bar area at high top tables. As more people in our party arrived, my sister-in-law pleaded to take another 6-person table, again there was no one in that area other than us and the family he sat two tables down. He said that was another waitress’ table. My sister-in-law said that was okay because we were all separate checks anyway. When I again explained to him it says, “seat yourself” and just act like we are all separate families, he said I could not do that because it was after the fact. Again, did not make sense. About 15 min later he sat a party of 9 at the table we were requesting, he said they had a reservation. That was a lie. We talked to the extremely friendly party next to us. Instead of letting us have the table and setting them at one of the many other tables in the bar area and restaurant, he sat them there. There was no rhyme or reason other then our skin color. None. We spent over $1000 last night at your establishment between food, the bar, tip and the games. This is a completely unacceptable way to treat people. We will never be back at your establishment, neither will the other people in our party. This was an awful experience for my entire family and for my sons birthday. I pray that your manager gets the training he needs and talks to your human resource department about how to talk to people. No human being should ever be treated the way we were treated last night, especially paying customers.

Respectfully,

Angela

My husband and I go to White Marsh ALOT and like going to Dave and Busters to have a little fun. Well, ITS GONE DOWNHILL! I'm not usually ancomplainer but SOMETHING NEEDS TO BE DONE! 1st-BARTENDERS... The day time bartender with orangish hair (shakia or something) is ALWAYS RUDE, she's LAZY and NOT ATTENTIVE AT ALL! this has been the case the last 5 or 6 visits. YET, on Tues Mar 29th we went and there was a new bartender named SHELLY she was an ABSOLUTE JOY! She was PLEASANT, FAST and VERY ATTENTIVE! She NEVER stopped working. when she wasn't waiting on us, she was stocking or cleaning something. She was non-stop, not like the girl wit the orangish hair (she didn't do anything but stand around).

The bathrooms are HORRIFIC at White Marsh on Fri & Sat nights. the toilets are ALWAYS filled with feces and some even have menstrual waste in them (how do you explain to a 4 or 5 yr old why there is blood in the toilet?) THIS IS ALL THE TIME. they run out of paper towels, the trash cans are over flowing, no toilet paper in the stalls. ITS GROSS!

On Mar 25th went there and I saw an employee in there and I was like YAY! there's an attendant now, but NO! it was the bartender (I now know was that girl Shelly). I told her about the terrible conditions and she explained that she wasn't the bathroom attendant but the bartender. YOU KNOW WHAT SHE DID? she went and got a plunger and started cleaning and unclogging all the toilets. KUDOS TO HER for going the extra mile (No one else was doing anything after I complained to employees on the floor and to mgmt). THIS GIRL NEEDS A RAISE! you need more employees like her.

If conditions remain as they are. you will lose more and more customers. We walked in and saw the orangish hair girl the other day and we turned around and left. We will only come in when Shelly or another bartender is working.

We came in on Mar 2nd and tried to sit in Shelly's section at the bar but she explained that she was barbacking. THAT IS A SHAME because you have an AWESOME bartender and you have her working her butt off for all the other bartenders (again she was a non-stop running machine). I wish I had her energy and not to be judgmental, She is around our age (early 50's). To have that much energy at our age is a feat in itself.

I just had to say something because WHITE MARSH doesnt seem to care about their store anymore.

My family and I sat down for dinner. Ask for 2 beers. Took the waitress 10 min we counted to come out and say what do you want to drink. 14 min later she came back and said the blue moon tap was out. Finally got the correct drinks. When food came out I had to call her over while she was a servicing another group to say we need silver wear. 11 min later, we were counting. She brought us plastic ware, while in mind I got a steak that came with a metal spoon and knife. I asked her to bring metal silver wear and she smirks and finally gets it. We told the manager and he blew me off, did not say sorry once and said ok well I understand laughing under his mask. I could see the manager and waitress laughing at me while my family and I were putting cash in the machine to get tickets. I have visited this white marsh md dave and busters multiple times for birthdays etc. My wife and I are urging everyone to be aware and we may never return again and will be sure to tell social media about this if higher management does not approach this situation. It was very unprofessional and my wife has over 600, 000 people on social media, so, she will definitely be mentioning the issue to her fans unless someone corrects the situation.