Fun Factory

Staff needs to be educated in common courtesy and customer service immediately! The staff at Windward mall Fun Factory have been fine until today. I’ve been going to Windward mall consistently once a week for the past month and today a bald, shorter asian man who seemed like the manager decided to sit and chat with another worker the entire time I had my discrepancy. When I had a discrepancy they not only blew me off but made me feel like I was a complete con artist!
I was playing on two of the coin machines and I was manuevering between the two. There was one slot (the middle) that ate my coins sometimes and worked others. Although I had a lot of coins that the machine ate I kept playing because it was the middle slot and it still worked intermittently. Besides, I knew after I played a few more rounds I would call them to get the coins the machine ate so I could be compensated and proceed to use those coins in slots that worked before I cashed out my tickets. Man, I wish I would have never gone into Fun Factory at all!
So I tell the ‘manager’ (the bald, asian guy) what happened and the worker, a guy named Ian proceeded to use a sharp object to loosen the coins. The coins dropped into the play area, pushed a bunch of coins (I would say approx 15) and of course, no tickets came out. After Ian got the coins loose he closed the top chamber and walked away. My family and I watched in awe at the fact that they completely disregarded the fact that I didn’t get any reimbursement or anything, they could CARE LESS.
When I tried to explain the situation (how I didnt get reimbursed for the coins) the manager told me, «the coins that dropped didn’t give any tickets because the sensors already read the coins when it passed through the first time and when nothing dropped the machine didn’t give tickets.» I don’t care that I didn’t recieve any tickets, I care that I didn’t get any coins reimbursed from the ones that I lost.
Needless to say, after further explaining it seemed like the manager was too far into his conversation with another worker to care about me explaining why them unclogging the machine and walking away isn’t right. Therefore, to shut me up he told the worker Ian to just give me five coins and «everything is settled». I told them, «Five coins? It’s more like 15». Ian responded by saying, «15?! I counted 9», with an attitude. I immediately felt like they were treating me like some kind of con artist trying to get them out of 10 coins, it was completely ridiculous!
To shut me up again the manager told Ian to just give me five more coins. Now, I’m completely irritated because it was never about the coins it was about them understanding what I was trying to explain (it’s not right to have a machine take a customers coins and not reimbursing them).
When Ian came back he gave me five coins and I proceeded to explain what I mean, I would have completely been satisfied if they would have just listened, understood, and reimbursed me without the attitude and discrimination I felt. I asked Ian, «Do you understand what I’m trying to say?» And he responded, «small kine», while walking away.
The manager was chatting with a lady that also wore a fun factory shirt (navy blue) the entire time I was having this issue. Both the manager and Ian both blew me off like I wasn’t worth the time of day.
Needless to say, I’m never going back there again. I felt discriminated against and I felt like I was wasting their time. I am definitely not going back and it’s definitely not a place I want to give my money to.
*Update* I called the vice executive of EK Fernandez in charge of all the complaints for Fun Factory and there was no response. It has been over a week and still no reply or call back after I left a very detailed message about my issues and concerns. Wow, just wow.

The Transformer game was not calibrated properly. Worker gave me credit back for games that were only 4 credits. Paid 2 times 9 credits. Rip off. Also, worker acted like I was bothering him. Same thing happened at Pearlridge but worker gave me full credit with coins. I don’t think I will ever go back to this Fun Factory. Lucky I gave 1 star. Should get 0.

I recently came here the other day to play some games with my kids. One of my kids was playing at the tower of tickets and fed a 150 ticket stack into the machine and we were shorted 3 tickets and asked the manager Vincent to compensate the remaining three. However, instead of being nice to us about the situation, he kept making rude remarks and sarcastically asked us if we «had the ability to read» as there was fine print on the ticket stack that said for us to turn it in. His attitude was what ticked me off the most just because we just wanted 3 tickets, not a damn lecture on what we did wrong, especially since the fact that I’m a paying customer and a long time customer of the Kaneohe location. Don’t expect me to come back with that horrid manager there. One star. The manager had the worst customer service ever. I made an account just to complain, he angered me so much

I hosted a birthday party here and was hoping for a pleasant experience but things didn’t go as planned. They allow outside food and drinks but some of our food came 30 minutes late and while we were waiting, management was ready to kick us out because we were just standing by the tables that they had set up. That’s ridiculous — I was told I would have time to use the tables and chairs. The manager said it was because we were blocking the way and Saturdays are busy days. (Well why put the tables there if we were blocking the way?) I felt rushed and embarrassed that I had to tell my guests to hurry up and eat when the food got there. Then later, management sent a worker to tell me I had a 30 min grace period to clean up and leave. Okay that was fine. I cleaned up but it seems I took too long because at the end of my time limit, the manager came to the table and put his hands on the table and hit it in front of my guests as a gesture to hurry up and get out. That was extremely rude and unprofessional. It probably would’ve been better if maybe he had offered assistance in cleaning up. I will never have a party there again and won’t ever recommend it to anyone.

JUST SO YOU ALL KNOW!!! The website for fun factory says their branch in Kaneohe opens till midnight. The workers told me they close at 10pm. After a witty remark from a worker at the store (he said «some people like to home you know»), I went to play in there any way because my kids wanted to have fun. After having to cut our time short, and disappointment on a few faces, we went to a movie instead. I’m upset because of this false advertisement and hope none of my friends experience it too. Waste of gas and time. Hope you all have a good night. Time for some maze runners!

Fun factory is a pretty self serve place. There’s machines where you can reload your cards, check your balances, you get your tickets placed directly on to your card from the game that you’re playing, etc and so the only time you really need «help» from a real person is when you want to redeem your tickets for prizes or if a game isn’t working.
So with that said, I just have to say that I’ve had decent experiences with employees there, but there is one employee who just rubs me the wrong way and has frustrated me so much by the lack of her customer service.
One night I went in and the employees with smile or acknowledge me and other people when we walk in. This employee was SITTING ON THE COUNTER and on her phone. When I needed help she didn’t help me and when we received a gun as redemption of our tickets, my son opened it up and it didn’t work. I went back and told her it didn’t work and asked if we could exchange it. She said no and that there weren’t any exchanges. I’m sorry, but are you aware how much money I’ve spent at fun factory so my son could earn all those tickets for a gun and you won’t let me exchange it for one that works?!
Another incident was where my son tried to play a game and my card wasn’t working. I took my card to the machine where you can check your balance to see if it worked. Since my card worked there, I figured I ask her to check the game that he was playing to see if the machine card reader wasn’t working well. She swipes my card in her computer and says that I have a certain amount of coins and a certain amount of tickets. Yes… I know that, I just saw that on the other machine! She continues to ask me if I used my card at another fun factory. I said no… why? She says my coins needed to transfer from some where else and that my card should work now. Um… WHAT?! It’s a card, a FUN FACTORY CARD… WHERE DO MY COINS GO, TO MARS?! I look at her with a blank look and say ok and walk away. I go back to the machine to see if what’s she saying is right and to see if my card really does work now since my coins came back from Mars. The machine didn’t read my card and my son didn’t get to play that game.
I’ll never let my kids play in that fun factory if that girl is working. How hard is it to give decent customer service and to go just a little bit more to look into a machine not working and how hard is it to exchange a toy that doesn’t work?! That toy was 900 tickets too… that wasn’t cheap!

Pros:
— Variety of games (toy grabbers, sports, arcade, etc)
— Some better prizes than at other locations (ie. Pop starwars vinyl bobbleheads!)
— Games appear in good condition
— Clean (well. as clean as Fun Factory can be)
— Lots of room. Although it looked a bit empty at first, I like the feeling of not being cramped between narrow isles and crowded rooms.
— Electronic credit for games is convenient and I do like the fact that they still give physical tickets: D
Cons:
— Like everything else in Hawaii, I feel like the cost per game has increased. And it’s less apparently since now all we need to do is swipe our card until we have insufficient funds.
— I know that the new generation is their biggest customer population, but I wish they kept more of the old school games so that we could introduce them to the kids nowadays! I don’t get these games where you need some tiny figurine or whatever to control animals or something.
— Generic and cheap quality prizes both inside the claw grabber machines and in the area redeemable with tickets.
My Go-To’s:
— I keep forgetting its name but you throw balls and knock down clowns… This stupid game is awesomely addicting
— Tekken, street-​fighter, or any fighting game.
— You can’t go wrong with basketball. Especially when you’re playing against friends
— Any shooting game :)

We took our daughter in to play tonight at about 8:30. They said they closed at 9:00 so we bought a card and didn’t load too much money on it. While we were playing they announce «we are closed» and the machines immediately shut off. It was shortly after 9:45. I think they should have told us they would be closing early before we bought the card. Also it was kind of a bummer for our daughter to get to play for less than 15 min. If they mentioned that would close early we wouldn’t have loaded a card. That’s all.

This Fun Factory location is huge! It took me by surprise I thought it’d be small and I don’t ever remember the area of games being so large.
But all the more fun for kids who just loves the arcade!
My daughter loves to spin the Big Bass wheel to collect tickets, she once won 1,000 tickets on her own. I like to think she’s lucky :)
The staff helped us with the air hockey game the puck kept on getting stuck and we were rewarded with more tokens /​$$ on our game card.
Time for prize redemption, the guy was very patient with my daughter so I appreciate that, it takes heart and patience for this type of work. :)

The worst fun factory ever. Whatever Carly B wrote in her review it’s the truth and the employees working behind the counter could use a good dose of customer service focus course.

This place always looks new every time we come. It is always exceptionally clean and staff are professional and friendly. They have an awesome new Pac-​Man air hockey game that plays 4 people and releases like 20 pucks in the middle of the game, super fun and crazy! This location is just the right size. I have 3 boys who all want to play something different. There aren’t too many hidden spots to lose them in AND I really like that this place is well lit, so well lit. Great family fun for all!