On Christmas day my family and I thought it would be fun to do an escape room the following day. I went on my phone and looked through Trip Advisor for an escape room in our area that was highly rated. We found Breakout Games. I opened their web page on my phone and chose Dec 26 for our day. I scrolled down to the room we wanted, selected it and proceeded to purchase 4 experiences for our family. I put my phone away and enjoyed the rest of Xmas with my family. At around 8pm I looked at my phone and saw that I had been called by Breakout Games. I listened to the voice mail and they were asking if we were showing up soon. I called them back and found out that somehow the web app had changed the date of the experience to the 25th instead of the 26th. I told them it was a mistake and that I know I had booked the 26th (knowing we were busy on the 25th with family). Since it was after the time I had booked the room I was told it would require a manager to approve moving the experience to the 26th and that they would call me in the morning. The next day I waited till after 9 and had not received a call. I then proceed to call them and had to reexplain what had happened the day before. We were available all day and could come whenever they had an opening. I was again told that their policy was not to move it since I had "missed" my experience and if I wanted to rebook I would have to pay again. They said they would continue to see if they could do anything but I never heard from them again. Their website says "satisfaction guaranteed" and will refund your money if you don't like the experience but I guess if you never get a chance to participate your money is gone. I was really surprised that they were not willing to help us move our event to the correct day that I had thought I had booked especially since it was Christmas. Not very customer friendly if you ask me.
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