Round1 Bowling & Arcade Stonestown Galleria

Absolutely Disgusted – Treated Like Criminals After Finally Winning Location: Round1 Bowling & Arcade – Stonestown Galleria My family and I have been loyal customers of this Round1 location since it opened. We’ve easily spent thousands of dollars here over the years — my wife and I come regularly with our kids, and we’ve always enjoyed the experience… until tonight. What happened on April 20, 2025 left us furious, humiliated, and deeply disappointed — we will never return again. There was one game we never managed to win — the golden bucket claw machine that says “1 WIN = 1 PRIZE.” We’ve tried this rigged game so many times, hoping for a fair shot. Finally, tonight, we got the bucket lifted completely off the ground, hanging on the hook — a clear win by any reasonable definition. We were thrilled and proud, thinking we finally beat the odds. We called for staff. The person who came turned out to be the floor manager. He took one look at the hanging bucket, immediately took it down, and shut the prize window. I stopped him and said, “Wait — we just won. Why aren’t you giving us the prize?” He claimed it didn’t count because the ring was caught on the back of the hook instead of being hooked through the front. I was stunned. I told him, “The bucket was lifted — that’s the whole point of the game. There’s no way for me to control exactly how the hook lands. It was off the ground and hanging — how is that not a win?” He continued to argue that the only valid win is if the front of the hook goes through the ring — even though the machine has no instructions explaining that. Other machines in the arcade have diagrams or guides — but this one didn’t. When I brought that up, he actually said, “We don’t have the staff or time to update every game’s instructions.” That’s not my fault. If the design is flawed, don’t punish the customer for your mistakes. I told him how many times we’ve played this game — tonight and in the past — and how much we’ve spent at Round1. This was our first time ever winning this machine, and instead of being met with excitement or even fairness, we were met with accusations and hostility. The manager started gathering staff around us, including a supervisor, and they literally blocked off the area so other customers couldn’t come near us. I couldn’t believe what I was seeing — we were being treated like criminals for winning a game. Eventually the manager just walked off. The supervisor said, “Sorry, the manager already said no,” and offered zero help. We were stunned. Heartbroken. Furious. We burned through our remaining credits (a few hundred more), but the moment was ruined. And as if it couldn’t get worse, two staff members followed us around the entire time — making us feel watched and unwelcome. It was humiliating and infuriating. I want to be clear — we’ve visited many arcades, including Round1 in Japan, and in every case where a customer wins fairly (even if the machine behaves unexpectedly), they are given the prize. As long as there’s no cheating or abuse, the staff honors the win. That’s called respect and customer service. What happened tonight at Stonestown’s Round1 was the opposite: rigged games, zero accountability, staff intimidation, and complete disregard for loyal customers. Shame on this location. We’re done. One bad night was enough to erase years of good memories. Never again.

Edit: most definitely better than Dave and Busters - but gotta ding em because of some system errors, points disappeared from my card. There was no manager on premise on very normal hours that could help. We had to come back to talk to the front desk multiple times and the issue has still not been resolved. The assistant manager suggested we reach out to corporate?? Probably better than Dave and Busters over at Serramonte but it just opened so there are growing pains. Like others have mentioned the machine payout rates are kind of low. We spent $100 and won 1 medium sized plushie and 4 small ones. The food seems to be pretty decent. Not too expensive and a good selection. Haven't tried the bowling yet. Will definitely come back, the kids love it. Currently the main entrance with escalator is not open yet and the back stairway is very narrow and not very accessible for those with mobility issues or strollers. Edit: main entrance is now open although seems like there are issues with the escalator. We have come back several times. Overall great addition to stonestown, I always welcome more entertainment and food options at malls. The machines are a little less rigged now that we've learned some more techniques with the claws (youtube it, there's a lot of videos with tips)

Such a fun place. Lots of games and activities for kids and adults. The food selection is pretty limited, but the good thing is that it's just few minutes walk from Stonestown Mall, which has plenty of good food. So they need to open escalator to the mall soon. It has just open soon, but it's already very crowded.

Round1 Bowling & Amusement at Stonestown Galleria is a fantastic addition to San Francisco’s entertainment scene. This multi-entertainment facility offers a wide range of activities, including bowling, arcade games, billiards, karaoke, ping pong, and darts, ensuring there’s something for everyone. The spacious and modern interior is designed to accommodate both small gatherings and large parties, making it an ideal spot for family outings, birthday celebrations, or a fun night out with friends. The arcade features exclusive machines imported from Japan, providing a unique gaming experience that sets it apart from other venues. The bowling lanes are well-maintained, and the facility offers both traditional and Spark bowling, an immersive experience with interactive visuals. The karaoke rooms are equipped with a vast selection of songs, catering to all musical tastes. Additionally, the on-site snack bar and bar serve a variety of food and beverages, ensuring guests can refuel without leaving the premises. Open daily from 10 AM to 2 AM, Round1 provides ample opportunity to enjoy its offerings at your convenience. Its location next to Target on the first level of Stonestown Galleria makes it easily accessible. Overall, Round1 Bowling & Amusement delivers a fun, family-friendly environment with a diverse range of activities, making it a must-visit destination in San Francisco.

the claw machines are not hard, but not easy to win. the prizes are cute and you can ask for employees to move the prizes for you. the food is okay and it does get crowded all the time, but that doesn’t bother me