April 11
April 11, 2023, I was celebrating my 53 birthday and my daughter wanted us all to go to 168 Crab and Karaoke at 32415 John R Road, Madison Heights Michigan 48071. Our booked time was 4 pm my party arrived 10 minutes before because we had an entire day planned and 1 hour of Karaoke would be fun for us to do together. When the doors opened I was very excited to go in because I had never been to karaoke before and I knew we would all have a great time. But when I reach the counter the man at the counter started giving us a hard time. My daughter said I booked a room for an hour of Karaoke I paid online through the site. The man at the counter said we have a 3-hour minimum and you have to pay the rest of the 60%. We told him we don't need 3 hours we have somewhere else to be in an hour. The man at the counter said we had to pay for 3 hours even if we didn't need them and they do not give refunds. We explain we don't want a refund we want to go into the room for 1 hour can he accommodate us in any way? I told him it was my birthday and my very first time coming. He said I don't care we have to pay for 3 hours we asked where does it says 3 hours my daughter said when I booked online it didn't say anything about a 3-hour minimum. He said it did, so we got out a phone and looked it up and showed him and he said everyone knows it's 3 hours I told him I've never been there before and how can I know if it's not on your site. I don't care he said I asked to see a manager he said he was the manager I asked him what is your name he said it was Lu. I told him I was going to tell the owner how he was conducting business and let everyone know that when you pay online you will be forced to pay or leave and he will not give a refund. Lu said he don't care who I tell! I told him this is a business and Lu you should care! We tried everything to convince him by trying to get Lu to understand that the site does not say 3 hours was required. But Lu would not budge if we don't pay for 3 hours we can't go in the room he repeated. I asked for the owner's information Lu said he can't give me that I kept asking he gave me a business card that was on the counter and said that's the phone right here and pointed to the phone that was on the counter. Letting me know I still wasn't going to speak to the owner. He said his boss change the policy 2 weeks ago because people can't afford to pay and when they get there 60% has to be paid. I told him that might be when the 3 hours was left off the site if it was ever on it and I told him I can afford to pay we just had tickets to a show he said he don't care. So we told him we hope you feel good about himself and we left. I felt very offended how can he say people can afford to pay but make them pay online and when they get there force them to pay 60% more and not accommodate them with a refund or use the time they paid for? Who would do that to someone and believe they can't afford to pay? I wonder whatever happens to the customer is always right. Lu's customer service was the worse I had ever seen in my life. Lu should not manage until he has completed some training on how to serve the customer I felt disrespected that Lu refused to reason and understand. He should know he was playing a part in our celebration and we choose Crab & Karaoke when we could have gone anywhere. Lu should know he played a major part in our expires for my birthday I could never imagine that I would be met by a manager that would have a lack of respect and concern for creating a great experience. Lu must know he ruined my day because Lu didn't care it was my birthday and I was coming for the first time and I had someone else to be after. Lu would have gotten money for the restaurant we were going to buy food and drinks so I can figure out why Lu was so comfortable as to not want to understand that the site doesn't say 3 hours let us go in and have the site add the 3 hours later. I'm very disappointed and I'm telling everyone about my experience Lu doesn't care but the people I'm telling do they said it's bad business and they are sorry I was treated that way.