Dave & Buster's dials back some of its ‘confusing' experience changes
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Dave & Buster's is simplifying the guest experience as it continues to scale back overcomplicated changes, interim CEO Kevin Sheehan said on a Q1 2025 earnings call Tuesday.
The restaurant is testing out a simplified rate structure for the Power Cards customers purchase to play games, according to Sheehan. The company wants to improve the customer journey from the moment they buy a card to selecting options for extra points.
The company is also speaking with location operators to determine the kind of experience customers want from a trip to Dave & Buster's, according to Sheehan. This includes ensuring Dave & Buster's isn't just choosing ubiquitous games but options that are attractive for its unique customer base.
While Dave & Buster's simplified operating strategy is driving some improvements, the company's overall results remain weak.
The restaurant chain's revenue fell 3.5% year over year to $567.7 million in the first quarter of 2025, according to a company earnings report. Comparable store sales dropped 8.3% year over year during the period.
While negative, the first quarter performance was an improvement from fourth quarter 2024 results, which saw a 10.8% year-over-year revenue drop and a 9.4% decline in comparable store sales.
Dave & Buster's is focused on a back-to-basics strategy that reverses some of the changes made under former CEO Chris Morris.
'I think we all agree that last year, we kind of made it a little too confusing for the guests,' Sheehan said during the call. 'So we're trying to simplify it.'
Under Morris, plans included flexible game pricing designed to attract customers during off-peak hours, but recent Dave & Buster's research and feedback found that customers want to know exactly how much play time they will get for their money.
Such experiments with game pricing are no longer on the table, but a few of the changes spearheaded by Morris, such as remodels with an emphasis on appearance and efficiency, are continuing on a smaller scale.
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