Initial Business Response /* (1000, 6, 2015/10/21) */
This Letter is in response to a complaint filed by Mrs*** *** regarding True BBQ & Whiskey Bar *** dined at True on Saturday, September 19, After the weekend, *** called into true to inquire information about her
transaction on 9/19/ She stated that her card was charged more than what her bill was, that she had been charged $more than the bill she signed for I kept *** on the line while I investigated the situation I was able to pull up the customer receipts from that date as well as reprint the transaction that was performed on our point of sales system My investigation found that ***'s transaction had been mixed up with another transaction for the exact same table number (table 51/1) Both customers paid with visa cards The server had received a cash tip from one visa transaction and a charge tip from the other visa transaction at the same table (Table 51/1)The server mistakenly posted the charge tip to the transaction that was meant to have a $tip and had not posted at tip at all to the transaction that was meant to have an $tipI explained what had happened to the customer I apologized for the mistake I explained that the way tips are entered in the point of sales system the transactions were in list form (one right after the other) both visa cards, both for table 51/and that may have been the reason for the mistake I sent a picture to the customers cell phone showing that the other card had not been charged a tip at all, even though it was clearly written I thought this would help put the customers mind to ease, to see that it was a simple human error that could be easily fixed The customer was still very displeased and reluctant to believe that it was a mistake She insisted that it was an intentional action done by the server to "get more money" I assured her that was not the case, and that the server was one that has been with us for a year and a half with no mistakes of this sort And that she had proven to be a very honest, good employee I offered the customer a gift card for her troubles, which she declined stating that she would never return to the restaurant and that "all of her friends and coworkers would hear about this" I apologized again telling her I was sorry that I could not change her mind I took her phone number to contact her once the transaction had been reversed and the $was sent back to her visa I explained the situation to my owner, whom let me know that I would need a full card number to refund the overcharged amount of $ The next day I received a message from another manager that the customer had called I called back promptly and explained that I would need her full card number to credit the amount of $back to her visa The customer refused to disclose said card number, stating that she "did not trust her card number to us" She said that I could write her a check and gave me her address I wrote the check and it went out in the mail the next day My bank transactions showed the $check had been cashed days later I have attached a copy of the transactions that were mixed up as well as the transaction showing that she had cashed the check she claimed to have never received in the complaint
Initial Consumer Rebuttal /* (3000, 9, 2015/10/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Although I did receive the check days after she said she sent it, not once did she offer me a gift card for my troubleThe manager I spoke with was not as helpful as she made it seemIt wasn't until I called back the second time that the man was helpfulThat call was made days later not the next day
Final Business Response /* (4000, 11, 2015/10/30) */
AbsolutelyIt looks like it was cashed on October 2nd I have attached the transaction
Initial Business Response /* (1000, 6, 2015/10/21) */
This Letter is in response to a complaint filed by Mrs. [redacted] regarding True BBQ & Whiskey Bar. [redacted] dined at True on Saturday, September 19, 2015. After the weekend, [redacted] called into true to inquire information about her...
transaction on 9/19/2015. She stated that her card was charged more than what her bill was, that she had been charged $8 more than the bill she signed for. I kept [redacted] on the line while I investigated the situation. I was able to pull up the customer receipts from that date as well as reprint the transaction that was performed on our point of sales system. My investigation found that [redacted]'s transaction had been mixed up with another transaction for the exact same table number (table 51/1). Both customers paid with visa cards. The server had received a cash tip from one visa transaction and a charge tip from the other visa transaction at the same table (Table 51/1). The server mistakenly posted the charge tip to the transaction that was meant to have a $0 tip and had not posted at tip at all to the transaction that was meant to have an $8 tip. I explained what had happened to the customer. I apologized for the mistake. I explained that the way tips are entered in the point of sales system the transactions were in list form (one right after the other) both visa cards, both for table 51/1 and that may have been the reason for the mistake. I sent a picture to the customers cell phone showing that the other card had not been charged a tip at all, even though it was clearly written. I thought this would help put the customers mind to ease, to see that it was a simple human error that could be easily fixed. The customer was still very displeased and reluctant to believe that it was a mistake. She insisted that it was an intentional action done by the server to "get more money". I assured her that was not the case, and that the server was one that has been with us for a year and a half with no mistakes of this sort. And that she had proven to be a very honest, good employee. I offered the customer a gift card for her troubles, which she declined stating that she would never return to the restaurant and that "all of her friends and coworkers would hear about this". I apologized again telling her I was sorry that I could not change her mind. I took her phone number to contact her once the transaction had been reversed and the $8 was sent back to her visa. I explained the situation to my owner, whom let me know that I would need a full card number to refund the overcharged amount of $8. The next day I received a message from another manager that the customer had called. I called back promptly and explained that I would need her full card number to credit the amount of $8 back to her visa. The customer refused to disclose said card number, stating that she "did not trust her card number to us". She said that I could write her a check and gave me her address. I wrote the check and it went out in the mail the next day. My bank transactions showed the $8 check had been cashed days later. I have attached a copy of the transactions that were mixed up as well as the transaction showing that she had cashed the check she claimed to have never received in the complaint.
Initial Consumer Rebuttal /* (3000, 9, 2015/10/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Although I did receive the check 8 days after she said she sent it, not once did she offer me a gift card for my trouble. The manager I spoke with was not as helpful as she made it seem. It wasn't until I called back the second time that the man was helpful. That call was made 2 days later not the next day.
Final Business Response /* (4000, 11, 2015/10/30) */
Absolutely. It looks like it was cashed on October 2nd. I have attached the transaction.
Initial Business Response /* (1000, 6, 2015/10/21) */
This Letter is in response to a complaint filed by Mrs*** *** regarding True BBQ & Whiskey Bar *** dined at True on Saturday, September 19, After the weekend, *** called into true to inquire information about her
transaction on 9/19/ She stated that her card was charged more than what her bill was, that she had been charged $more than the bill she signed for I kept *** on the line while I investigated the situation I was able to pull up the customer receipts from that date as well as reprint the transaction that was performed on our point of sales system My investigation found that ***'s transaction had been mixed up with another transaction for the exact same table number (table 51/1) Both customers paid with visa cards The server had received a cash tip from one visa transaction and a charge tip from the other visa transaction at the same table (Table 51/1)The server mistakenly posted the charge tip to the transaction that was meant to have a $tip and had not posted at tip at all to the transaction that was meant to have an $tipI explained what had happened to the customer I apologized for the mistake I explained that the way tips are entered in the point of sales system the transactions were in list form (one right after the other) both visa cards, both for table 51/and that may have been the reason for the mistake I sent a picture to the customers cell phone showing that the other card had not been charged a tip at all, even though it was clearly written I thought this would help put the customers mind to ease, to see that it was a simple human error that could be easily fixed The customer was still very displeased and reluctant to believe that it was a mistake She insisted that it was an intentional action done by the server to "get more money" I assured her that was not the case, and that the server was one that has been with us for a year and a half with no mistakes of this sort And that she had proven to be a very honest, good employee I offered the customer a gift card for her troubles, which she declined stating that she would never return to the restaurant and that "all of her friends and coworkers would hear about this" I apologized again telling her I was sorry that I could not change her mind I took her phone number to contact her once the transaction had been reversed and the $was sent back to her visa I explained the situation to my owner, whom let me know that I would need a full card number to refund the overcharged amount of $ The next day I received a message from another manager that the customer had called I called back promptly and explained that I would need her full card number to credit the amount of $back to her visa The customer refused to disclose said card number, stating that she "did not trust her card number to us" She said that I could write her a check and gave me her address I wrote the check and it went out in the mail the next day My bank transactions showed the $check had been cashed days later I have attached a copy of the transactions that were mixed up as well as the transaction showing that she had cashed the check she claimed to have never received in the complaint
Initial Consumer Rebuttal /* (3000, 9, 2015/10/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Although I did receive the check days after she said she sent it, not once did she offer me a gift card for my troubleThe manager I spoke with was not as helpful as she made it seemIt wasn't until I called back the second time that the man was helpfulThat call was made days later not the next day
Final Business Response /* (4000, 11, 2015/10/30) */
AbsolutelyIt looks like it was cashed on October 2nd I have attached the transaction
Initial Business Response /* (1000, 6, 2015/10/21) */
This Letter is in response to a complaint filed by Mrs. [redacted] regarding True BBQ & Whiskey Bar. [redacted] dined at True on Saturday, September 19, 2015. After the weekend, [redacted] called into true to inquire information about her...
transaction on 9/19/2015. She stated that her card was charged more than what her bill was, that she had been charged $8 more than the bill she signed for. I kept [redacted] on the line while I investigated the situation. I was able to pull up the customer receipts from that date as well as reprint the transaction that was performed on our point of sales system. My investigation found that [redacted]'s transaction had been mixed up with another transaction for the exact same table number (table 51/1). Both customers paid with visa cards. The server had received a cash tip from one visa transaction and a charge tip from the other visa transaction at the same table (Table 51/1). The server mistakenly posted the charge tip to the transaction that was meant to have a $0 tip and had not posted at tip at all to the transaction that was meant to have an $8 tip. I explained what had happened to the customer. I apologized for the mistake. I explained that the way tips are entered in the point of sales system the transactions were in list form (one right after the other) both visa cards, both for table 51/1 and that may have been the reason for the mistake. I sent a picture to the customers cell phone showing that the other card had not been charged a tip at all, even though it was clearly written. I thought this would help put the customers mind to ease, to see that it was a simple human error that could be easily fixed. The customer was still very displeased and reluctant to believe that it was a mistake. She insisted that it was an intentional action done by the server to "get more money". I assured her that was not the case, and that the server was one that has been with us for a year and a half with no mistakes of this sort. And that she had proven to be a very honest, good employee. I offered the customer a gift card for her troubles, which she declined stating that she would never return to the restaurant and that "all of her friends and coworkers would hear about this". I apologized again telling her I was sorry that I could not change her mind. I took her phone number to contact her once the transaction had been reversed and the $8 was sent back to her visa. I explained the situation to my owner, whom let me know that I would need a full card number to refund the overcharged amount of $8. The next day I received a message from another manager that the customer had called. I called back promptly and explained that I would need her full card number to credit the amount of $8 back to her visa. The customer refused to disclose said card number, stating that she "did not trust her card number to us". She said that I could write her a check and gave me her address. I wrote the check and it went out in the mail the next day. My bank transactions showed the $8 check had been cashed days later. I have attached a copy of the transactions that were mixed up as well as the transaction showing that she had cashed the check she claimed to have never received in the complaint.
Initial Consumer Rebuttal /* (3000, 9, 2015/10/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Although I did receive the check 8 days after she said she sent it, not once did she offer me a gift card for my trouble. The manager I spoke with was not as helpful as she made it seem. It wasn't until I called back the second time that the man was helpful. That call was made 2 days later not the next day.
Final Business Response /* (4000, 11, 2015/10/30) */
Absolutely. It looks like it was cashed on October 2nd. I have attached the transaction.