To whom it may
-0.05pt;"> concern, My name is Ramsey Schrader and I am a managing partner at Arena’s Milford. In response to complaint [redacted] The customer called the restaurant and was initially concerned about a duplicate charge on their credit card. When my General Manager of that location tried to explain that the charge was pending and not complete, the customer would not hear any of it. The GM checked in our system to verify that the charge was not duplicated. Our system very clearly indicates if a card has been used more than once, placing it in it’s own category. The GM then offered to refund the money after 72 hours if the duplicate transaction was indeed valid. Apparently this agitated the customer to the point of posting some negative and disparaging information to the Arena’s Milford Facebook page, including comments referring to one of my employees as “man looking” which I did not feel was appropriate. (see Example 1) The Monday night in question was abnormally busy and the person that got up from the bar was an employee who happened to be there with her husband having dinner. The woman in the green dress was the GM of the Milford location, and she had been called in to help. I was in agreement with the customer on the topic of the inappropriate attire, and the GM has been disciplined accordingly. As for the employee who stepped in to help, I can assure you that she conducted herself in a food safe manner regardless of whether she was working at the time or helping. On the topic of the Credit Card being changed, again I agree with the customer in this situation, and the employee was appropriately disciplined as well. Where this takes a turn for the worse is the posting by the Customer’s boyfriend and who I assume is his brother. I have included pictures of those exchanges. Arena’s will not tolerate comments such as “Some manly looking chick” referring to my employees. (see Example 1) After deleting that particular post, we received another from the Customer’s boyfriend on another Arena’s Facebook page. (see Example 2) Both of these accounts are monitored by me. I explained that his comments were inappropriate but the complaints were valid. Then I gave him my email and offered to give him my phone number to resolve it. Then again, the brother posted another post to Arena’s Milford Facebook. (Example 3) Again I expressed that the complaint was valid but the rude comments wouldn't be tolerated. The Customer’s boyfriend then claimed they “could care less about the 32 dollar bill” I am not sure what I can do to rectify the situation since I have offered my contact information and that it was left that they were not concerned about the bill at this point. If the customer would like a refund, I will gladly provide one. Harassing us by bouncing all over Arena’s social media accounts, even after I had offered contact information, is behavior that diminishes the seriousness of the complaint. Thank you,
To whom it may
-0.05pt;"> concern, My name is Ramsey Schrader and I am a managing partner at Arena’s Milford. In response to complaint [redacted] The customer called the restaurant and was initially concerned about a duplicate charge on their credit card. When my General Manager of that location tried to explain that the charge was pending and not complete, the customer would not hear any of it. The GM checked in our system to verify that the charge was not duplicated. Our system very clearly indicates if a card has been used more than once, placing it in it’s own category. The GM then offered to refund the money after 72 hours if the duplicate transaction was indeed valid. Apparently this agitated the customer to the point of posting some negative and disparaging information to the Arena’s Milford Facebook page, including comments referring to one of my employees as “man looking” which I did not feel was appropriate. (see Example 1) The Monday night in question was abnormally busy and the person that got up from the bar was an employee who happened to be there with her husband having dinner. The woman in the green dress was the GM of the Milford location, and she had been called in to help. I was in agreement with the customer on the topic of the inappropriate attire, and the GM has been disciplined accordingly. As for the employee who stepped in to help, I can assure you that she conducted herself in a food safe manner regardless of whether she was working at the time or helping. On the topic of the Credit Card being changed, again I agree with the customer in this situation, and the employee was appropriately disciplined as well. Where this takes a turn for the worse is the posting by the Customer’s boyfriend and who I assume is his brother. I have included pictures of those exchanges. Arena’s will not tolerate comments such as “Some manly looking chick” referring to my employees. (see Example 1) After deleting that particular post, we received another from the Customer’s boyfriend on another Arena’s Facebook page. (see Example 2) Both of these accounts are monitored by me. I explained that his comments were inappropriate but the complaints were valid. Then I gave him my email and offered to give him my phone number to resolve it. Then again, the brother posted another post to Arena’s Milford Facebook. (Example 3) Again I expressed that the complaint was valid but the rude comments wouldn't be tolerated. The Customer’s boyfriend then claimed they “could care less about the 32 dollar bill” I am not sure what I can do to rectify the situation since I have offered my contact information and that it was left that they were not concerned about the bill at this point. If the customer would like a refund, I will gladly provide one. Harassing us by bouncing all over Arena’s social media accounts, even after I had offered contact information, is behavior that diminishes the seriousness of the complaint. Thank you,