Pop Up Arcade Reviews

4.93 Rating 1,940 Reviews
99 %
of reviewers recommend Pop Up Arcade
Merchant Metrics
Shipping & Delivery
Delivery Methods
Own Driver
Average Delivery Time
Next Day
On-time Delivery
Accurate And Undamaged Orders
Customer Service
Communication Channels
Email, Telephone, Live Chat
Queries Resolved In
Under An Hour
Customer Service
4.83 out of 5
Read Pop Up Arcade Reviews
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0800 321 3941




The Old Sun, Crete Hall Road, Gravesend

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Anonymous  // 01/01/2019
Unsurprisingly, following our poor party, I never received a review request from reviews.co.uk, I wonder why!?! I was one of the unlucky ones where if something goes wrong, it all goes wrong. It's unfortunate as I do think the idea is great but it is poorly executed by this company. I ordered a tent party with everything and two games masters. I was surprised when only one turned up and the first thing I said was "you're alone?" to which the person replied yes as if it was what was supposed to happen. He arrived an hour before the party start time and as it had been advertised that they set up in 30 mins I thought he would have plenty of time despite the windy weather. I gave him 3 options of where to set up the tent stating I'd prefer it closer to the house and he said he'd see what he could do. So at 15:00 when the party was due to start the guy was still in the tent setting up. Between 5 and 10 past with lots of boys running around in the house I had to ask how long he would be. He said he would be a few more minutes. He'd struggled to set up by himself and with the weather but had not said anything. By this time it was too late to move the party inside which could have been done had he talked to us about it. So once the boys were in the tent, after 10 past 3 I thought I could get on with the food. No, I had the first parent come and tell me that the guy couldn't control the boys to go through the rules so she had to step in. Probably wouldn't have been so bad if they'd got into the tent in time rather than having to run around in the house entertaining themselves while waiting for the party to start. Then another 15 mins later I had another parent inform me that the guy was struggling in the tent due to having to hold the tent as the wind was blowing so he wasn't able to help the children move stations when they finished on an activity and wanted to try something else. She suggested that we took it in turns to help him. At that point a dad went into the tent for a while and we helped check the tent was as secure as it could be. At the end of the party the guy finished dead on time and never offered to make up the time at the end. Once he'd packed up he apologised for the late start while trying to ask in a polite way for a good review. I complained that evening by email about not having received the right service. I had no reply by the next day so I tried calling, no answer, and then sent another email to the apparent CEO. I then received a reply apologising for the party not going as smoothly as it had and received an offer of £40 for the difference between the package I ordered and the one before. This wasn't even the correct amount. I had to point out that this wasn't the service I received as the one before was for a house party and had the guy set up in the house then he would have been able to help the children with the equipment more efficiently rather than holding the tent and that I had not received the full 90 minutes that the package before was supposed to provide either. I had no reply to this email and so after receiving my £41 refund over a week later I emailed the apparent CEO again to say if he didn't refund the amount I should be due I would take this through my bank to get the refund. At this point he accused me of extortion and said he would contact the police if I threatened him again. I don't think I could be more fair as I'd given Kyle Langley plenty of opportunity to resolve this matter directly with me and instead of discussing this with me he used threats of police. I think leaving my bank to deal with this is only fair as they'll take into account both sides of the arguments and make sure it is fair. Kyle Langley told me he knew in advance that the second gamer had called in sick but as two other gamers had also called in sick there was no cover for my party as he had a new baby and couldn't leave at short notice. I'm a mother of 3 and my husband returned to work after a week except after our third where he returned to work the following day. Kyle claims this is a start up business and he is CEO but it would appear he has another priority now. As for 3 members of staff calling in sick on the same day, they're either not employing the correct people for something that will be vital that it is run on reliability or they are taking more bookings then they can handle. Either way this is a big fail. As for the very poor customer service afterwards and threats of the police, I actually have no words other than to give them a review so people can see that if it goes wrong this is the attitude of this company and it isn't a great attitude. As for my refund, I have filed a claim with my bank for not receiving the service I paid for and I will wait for the remainder of my refund.
Posted 2 years ago
Booked for my son's thirteenth birthday I was not impressed with the set up the boys were bored they did not play for the full 1 and half hours they where back in the house playing on our PlayStation and Xbox pop up Arcade could not entertain them although all the boys love playing on gadgets............
Posted 2 years ago
Hi, We don't seem to have a record of you having booked a party with us. Delivering an amazing experience at our each and every one of our events is really important to us so I would be grateful if you could email us so we can better understand your concerns. (info@popuparcade.co.uk)
Posted 2 years ago
Pop Up Arcade is rated 4.93 based on 1,940 reviews