Jackson Rancheria Casino Resort

Revdex.com: I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me

I am in receipt of your letter dated March regarding customer complaint ID # The complaint alleges advertising in regards to our Fisherman's Wharf BuffetI would like to point out that our Fisherman's Wharf Buffet is extremely popular as it features all you can eat lobster for $ and runs occasionally at full capacity Friday and Saturday nightIt should be noted that demand can be sporadic with zero wait times on certain services and multi hour wait times on other dinner servicesWe do not find it unusual or deceptive that an extremely popular restaurant has occasional long wait times and occasionally can't seat all guests that try to attend a dinner service on a busy weekend.We have taken steps to satisfy this popularity including adding a second day to this Buffet and expanding ours for this dinner serviceWhen we initially started this Fisherman's Wharf Buffet it began as a single Friday service from 4pm to 10pmNow we offer the Fisherman's Wharf Buffet Fridays pm to pm and Saturdays am to pmWe have also added staff and expanded our seating to try to accommodate the popularity.The seating is 'first come first serve' however we do not force our guests to wait in line but instead give our guests guaranteed admittance time which is the next available open timeOnce all our available open times have been issued, we do tell guests our Buffet is "sold out"The guests can choose to wait at the Buffet to be a "walk in" in case of cancellationWe don't oversell this "walk in" opportunity as we would view this as a deceptive if a guest waited several hours and we weren't able to admit them or they waited several frustrating hours until admittedFor the record, there have never been a guest who waited till the end of our service as a "walk in" that did not get seated for dinnerWe can't guarantee this always be the case, but to this date no dining party has been turned away that waited until last seating timesIn regards to the specifics of Ms [redacted] 's complaint, we do not advertise the Fisherman's Wharf Buffet on TV and include the following disclaimer in all print ads and on our website:Early arrival recommended as extended wait times or a sellout can occurSeating is limited to availabilityMenus, prices, and hours are subject to change.Her reference to Sac & Co was a guest visit by our Buffet Chef Peter DiCorti and Executive Chef Matthew Broucaret as they discussed the food items served in the buffetAlthough I find no merit in Ms [redacted] 's complaint, it is a very busy restaurant that offers an incredible value and sellts out, I am willing to reimburse her the $gas money for that visit (check attached).Sincerely, [redacted] General ManagerEnclosure: check

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

I am in receipt of your letter dated March 25 regarding customer complaint ID # 10545229. The complaint alleges false advertising in regards to our Fisherman's Wharf Buffet. I would like to point out that our Fisherman's Wharf Buffet is extremely popular as it features all you can eat lobster for $...

29.95 and runs occasionally at full capacity Friday and Saturday night. It should be noted that demand can be sporadic with zero wait times on certain services and multi hour wait times on other dinner services. We do not find it unusual or deceptive that an extremely popular restaurant has occasional long wait times and occasionally can't seat all guests that try to attend a dinner service on a busy weekend.We have taken steps to satisfy this popularity including adding a second day to this Buffet and expanding ours for this dinner service. When we initially started this Fisherman's Wharf Buffet it began as a single Friday service from 4pm to 10pm. Now we offer the Fisherman's Wharf Buffet Fridays 3 pm to 11 pm and Saturdays 11 am to 11 pm. We have also added staff and expanded our seating to try to accommodate the popularity.The seating is 'first come first serve' however we do not force our guests to wait in line but instead give our guests guaranteed admittance time which is the next available open time. Once all our available open times have been issued, we do tell guests our Buffet is "sold out". The guests can choose to wait at the Buffet to be a "walk in" in case of cancellation. We don't oversell this "walk in" opportunity as we would view this as a deceptive if a guest waited several hours and we weren't able to admit them or they waited several frustrating hours until admitted. For the record, there have never been a guest who waited till the end of our service as a "walk in" that did not get seated for dinner. We can't guarantee this always be the case, but to this date no dining party has been turned away that waited until last seating times. In regards to the specifics of Ms. [redacted]'s complaint, we do not advertise the Fisherman's Wharf Buffet on TV and include the following disclaimer in all print ads and on our website:Early arrival recommended as extended wait times or a sellout can occur. Seating is limited to availability. Menus, prices, and hours are subject to change.Her reference to Sac & Co was a guest visit by our Buffet Chef Peter DiCorti and Executive Chef Matthew Broucaret as they discussed the food items served in the buffet. Although I find no merit in Ms. [redacted]'s complaint, it is a very busy restaurant that offers an incredible value and sellts out, I am willing to reimburse her the $30 gas money for that visit (check attached).Sincerely,[redacted]General ManagerEnclosure: check

Review: Jackson Rancheria advertises a seafood buffet on Fri. and Sat. nights from 3pm until 11pm on television ads, programs (Sac & Co),their web site,and by telephone information (I called the Casino to verify above information). No where did I find any notification that the buffet is closed down shortly after it opens due to an overabundance of guests. However, on Sat., March 21st, my neighbors and I traveled over an hour to attend this buffet, arriving at 5:30pm, only to be told that it was already booked out (no reservations were taken). They only let so many people in and then close it down. We were then directed to their other restaurants. In my mind this is false advertising and bait and switch. I would like my gas money returned for having driven there for nothing. Also, the advertising needs to indicate that the buffet certainly is not open until 11pm and exactly how it really works, so that people do not drive long distances to go there under false pretenses.Desired Settlement: Would like $30 worth of gas money refunded. If there is a penalty for false advertising and bait and switch, it should be inflicted and their advertising needs to be truthful.

Business

Response:

I am in receipt of your letter dated March 25 regarding customer complaint ID # 10545229. The complaint alleges false advertising in regards to our Fisherman's Wharf Buffet. I would like to point out that our Fisherman's Wharf Buffet is extremely popular as it features all you can eat lobster for $ 29.95 and runs occasionally at full capacity Friday and Saturday night. It should be noted that demand can be sporadic with zero wait times on certain services and multi hour wait times on other dinner services. We do not find it unusual or deceptive that an extremely popular restaurant has occasional long wait times and occasionally can't seat all guests that try to attend a dinner service on a busy weekend.We have taken steps to satisfy this popularity including adding a second day to this Buffet and expanding ours for this dinner service. When we initially started this Fisherman's Wharf Buffet it began as a single Friday service from 4pm to 10pm. Now we offer the Fisherman's Wharf Buffet Fridays 3 pm to 11 pm and Saturdays 11 am to 11 pm. We have also added staff and expanded our seating to try to accommodate the popularity.The seating is 'first come first serve' however we do not force our guests to wait in line but instead give our guests guaranteed admittance time which is the next available open time. Once all our available open times have been issued, we do tell guests our Buffet is "sold out". The guests can choose to wait at the Buffet to be a "walk in" in case of cancellation. We don't oversell this "walk in" opportunity as we would view this as a deceptive if a guest waited several hours and we weren't able to admit them or they waited several frustrating hours until admitted. For the record, there have never been a guest who waited till the end of our service as a "walk in" that did not get seated for dinner. We can't guarantee this always be the case, but to this date no dining party has been turned away that waited until last seating times. In regards to the specifics of Ms. [redacted]'s complaint, we do not advertise the Fisherman's Wharf Buffet on TV and include the following disclaimer in all print ads and on our website:Early arrival recommended as extended wait times or a sellout can occur. Seating is limited to availability. Menus, prices, and hours are subject to change.Her reference to Sac & Co was a guest visit by our Buffet Chef Peter DiCorti and Executive Chef Matthew Broucaret as they discussed the food items served in the buffet. Although I find no merit in Ms. [redacted]'s complaint, it is a very busy restaurant that offers an incredible value and sellts out, I am willing to reimburse her the $30 gas money for that visit (check attached).Sincerely,[redacted]General ManagerEnclosure: check

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.