Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I accept the response is satisfactory only if he does what he said and follows up [redacted] Sincerely, [redacted] ***
Dear Mr***, I have contacted the hotel where you and your wife stayed Your dinners were charged to your hotel room and not directly charged by the restaurant After speaking with the hotel, they reversed the charge made to the restaurant and said you were going to receive a revised statement by email I am currently out of the country on a business trip and returning to Hawaii on September 22, If by then you do not receive the hotel's statement I will contact them once more Sincerely, Mark T [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2014/04/22) */
April 21, 2014
RE: Case # XXXXXXXX: Mr. *
Dear Ms. [redacted],
Benihana of Tokyo, as the originator and creator of teppanyaki cooking in the United States, has enjoyed a sterling reputation of satisfying customers globally for fifty...
years and at Hilton Hawaiian Village for forty three years. Part of the secret to our unprecedented longevity is maintaining our reputation through aggressive investigation of any potential problems, then quick action to rectify them. Below, represents the timeline of events regarding case # XXXXXXXX:Mr.*
On 26 March 2014, Mr. * called to notify me that on 25 January 2014, he came in to dine with his family of six for dinner. Later he, his wife, and his niece became ill. He said he came in on 27 January 2014 to speak with [redacted] (manager on duty) about food poisoning. But in Mr.*'s email on 26 January, Mr.* said he was in a rush and did not mention his complaint about food poisoning to [redacted]. Mr. * only asked [redacted] to give him a business card. Mr.* said he sent [redacted] several emails but [redacted] never got back to him.
On 29 March 2014, I emailed Mr. * and asked him to forward the emails that he sent to [redacted]. I contacted him to inform him that I wasn't able to open his email attachments.
Finally, on 31 March 2014, I opened Mr. *'s email attachments and reviewed the content.
On 1 April 2014, I prepared an incident report and the documentation necessary to file the claim with our insurance company.
On 2 April 2014, I filed the claim and forwarded Mr. * the contact information as well as the items sold on the day that Mr. * came in for dinner to Craig, our insurance agent.
On 2 April 2014, I received email from Mr. * saying "...disappointed and now I'm angry..."
We had 389 guests that came in for dinner that evening, including Mr. *'s family. Below are the products that we sold to our guests (as well Mr. *'s family):
Item Name Order sold The same items sold
To Mr. *'s family to other guests
Beverage: Qnty Qnty
*etel One 3 3
Blood Orange Cocktail 2 23
Sapporo Beer (bottle) 1 43
*irin Beer (bottle) 1 18
Nigori Sake (bottle) 1 8
Food:
Shirley Temple 2 3
Chateaubriand (steak) 1 5 (total 155 tenderloin)
Grilled Chicken 1 33 (87 chicken meals)
Big Splash 2 17 (133 order Jumbo Shrimp,
93 order scallops,
45 order calamari)
Garlic Fried Rice 6 272
California Roll 1 15
Green Tea Ice Cream 2 52
We had approximately 400 guests that came in for dinner and notably we sold several identical items to the other guests. Mr. * and his family were the only guests to complain about food poisoning.
On 3 April 2014, I got email from the insurance agent that he would contact Mr. *.
On 4 April 2014, I received email from Mr. * stating "...going to file complaint with Revdex.com & BI. It's the principle, not the $300..."
On 4 to 8 April 2014, I provided additional documentation as requested by the insurance agent.
On 10 April 2014, Mr. * sent the insurance company an email stating "...I am done spending another minute on this issue..."
Being the originator and global leader of teppanyaki style cooking, we take our reputation very seriously. We have satisfied millions of customers around the world since our beginnings in New York in 1964. We take even the appearance of impropriety with utmost seriousness and diligence. We sincerely apologize that we were unable to contact Mr.* directly sooner. If Mr. * had mentioned to [redacted] about his complaint, regardless of difficulties with email communication, [redacted] would have communicated with me directly. Had this been the case, we could have reacted quickly and provided assistance and satisfaction to Mr.* as need warranted.
As mentioned, we take the claim of food poisoning very seriously. Immediately upon receiving Mr.*'s complaint, I followed protocol from our insurance company. I submitted an investigation and filed the claim. Unfortunately, in Mr.*'s case, protocol was delayed (as delineated above) therefore, the insurance agent took over the case after we submitted the claim and supportive documents.
It is my hope that Mr. * will cooperate and provide full cooperation to the insurance company, including providing all medical records associated with this event. We will insure that his case will be handled with utmost priority in the professional manner that befits the Benihana of Tokyo name and fifty year reputation.
Initial Consumer Rebuttal /* (3000, 7, 2014/04/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is a detailed and well crafted response from this company. The fact remains however that I was stricken with food poisoning and the first manager ignored my emails. I still have not received an apology and refund.
Final Business Response /* (1000, 10, 2014/05/19) */
Dear Mr. *,
We do not want to cause you anymore inconvenience, and would like to resolve this issue with
you. We do not want to lose you as a long time customer. And, also want to apologize for my
Assistant’s lack of attention to the technical issues with his email which led to the delay of our
response.
Therefore, I would like to refund you for the dinner on January the 25th
in the amount of $333.80.
I will be sending you a check.
If you choose to patronize the restaurant in the future, please contact me personally and I will
insure you have a great experience.
Final Consumer Response /* (2000, 12, 2014/05/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I accept the response is satisfactory only if he does what he said and follows up [redacted].
Sincerely,
[redacted]
Dear Mr. [redacted],I have contacted the hotel where you and your wife stayed. Your dinners were charged to your hotel room and not directly charged by the restaurant. After speaking with the hotel, they reversed the charge made to the restaurant and said you were going to receive a revised statement by email. I am currently out of the country on a business trip and returning to Hawaii on September 22, 2016. If by then you do not receive the hotel's statement I will contact them once more. Sincerely,Mark T[redacted]
Dear Mr. [redacted],
I have contacted the hotel where you and your wife stayed. Your dinners were charged to your hotel room and not directly charged by the restaurant. After speaking with the hotel, they reversed the charge made to the restaurant and said you were going to receive a revised statement by email. I am currently out of the country on a business trip and returning to Hawaii on September 22, 2016. If by then you do not receive the hotel's statement I will contact them once more.
Sincerely,
Mark T[redacted]
Dear Mr. Z,We apologize for you not feeling well after dining at the restaurant. After receiving your telephone call the following morning we started our internal investigation. As mentioned in the follow up telephone call to you our results did not show anything unusual. As a show...
of good faith and gesture, we would like to credit you for you and your wife's meals. Would you wish to be credited for the gratuity as well. At your earliest convenience, please let me know your thoughts.Sincerely,Mark T[redacted]
Complaint: [redacted]
I am rejecting this response because: Weather I charged the meal to the hotel room we were staying in I am still out of pocket. Charging to the room makes no difference as the restaurant still gets paid either from me directly by paying cash or indirectly by me charging to the room and then the Hilton forwards the money onto the restaurant.
Sincerely,
[redacted]
Dear Mr. Z,
We apologize for you not feeling well after dining at the restaurant. After receiving your telephone call the following morning we started our internal investigation. As mentioned in the follow up telephone call to you our results did not show anything...
unusual. As a show of good faith and gesture, we would like to credit you for you and your wife's meals. Would you wish to be credited for the gratuity as well. At your earliest convenience, please let me know your thoughts.Sincerely,
Mark T[redacted]
[redacted]
[redacted]
[redacted]
[redacted]To whom it may concernCould you let me know what is happening to my complaint. At the beginning of the month I agreed to the compensation and as yet I have not received any notification or money.Regards[redacted]
Dear Mr*,I will confirm with the hotel when I return to the U.S.Thank you,Mark
Dear Mr*, I will confirm with the hotel when I return to the U.SThank you, Mark
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I accept the response is satisfactory only if he does what he said and follows up [redacted] Sincerely, [redacted] ***
Dear Mr***, I have contacted the hotel where you and your wife stayed Your dinners were charged to your hotel room and not directly charged by the restaurant After speaking with the hotel, they reversed the charge made to the restaurant and said you were going to receive a revised statement by email I am currently out of the country on a business trip and returning to Hawaii on September 22, If by then you do not receive the hotel's statement I will contact them once more Sincerely, Mark T [redacted]
I have not received any correspondence from The Hilton Hawaiian Village or Benihana of Tokyo[redacted] ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2014/04/22) */
April 21, 2014
RE: Case # XXXXXXXX: Mr. *
Dear Ms. [redacted],
Benihana of Tokyo, as the originator and creator of teppanyaki cooking in the United States, has enjoyed a sterling reputation of satisfying customers globally for fifty...
years and at Hilton Hawaiian Village for forty three years. Part of the secret to our unprecedented longevity is maintaining our reputation through aggressive investigation of any potential problems, then quick action to rectify them. Below, represents the timeline of events regarding case # XXXXXXXX:Mr.*
On 26 March 2014, Mr. * called to notify me that on 25 January 2014, he came in to dine with his family of six for dinner. Later he, his wife, and his niece became ill. He said he came in on 27 January 2014 to speak with [redacted] (manager on duty) about food poisoning. But in Mr.*'s email on 26 January, Mr.* said he was in a rush and did not mention his complaint about food poisoning to [redacted]. Mr. * only asked [redacted] to give him a business card. Mr.* said he sent [redacted] several emails but [redacted] never got back to him.
On 29 March 2014, I emailed Mr. * and asked him to forward the emails that he sent to [redacted]. I contacted him to inform him that I wasn't able to open his email attachments.
Finally, on 31 March 2014, I opened Mr. *'s email attachments and reviewed the content.
On 1 April 2014, I prepared an incident report and the documentation necessary to file the claim with our insurance company.
On 2 April 2014, I filed the claim and forwarded Mr. * the contact information as well as the items sold on the day that Mr. * came in for dinner to Craig, our insurance agent.
On 2 April 2014, I received email from Mr. * saying "...disappointed and now I'm angry..."
We had 389 guests that came in for dinner that evening, including Mr. *'s family. Below are the products that we sold to our guests (as well Mr. *'s family):
Item Name Order sold The same items sold
To Mr. *'s family to other guests
Beverage: Qnty Qnty
*etel One 3 3
Blood Orange Cocktail 2 23
Sapporo Beer (bottle) 1 43
*irin Beer (bottle) 1 18
Nigori Sake (bottle) 1 8
Food:
Shirley Temple 2 3
Chateaubriand (steak) 1 5 (total 155 tenderloin)
Grilled Chicken 1 33 (87 chicken meals)
Big Splash 2 17 (133 order Jumbo Shrimp,
93 order scallops,
45 order calamari)
Garlic Fried Rice 6 272
California Roll 1 15
Green Tea Ice Cream 2 52
We had approximately 400 guests that came in for dinner and notably we sold several identical items to the other guests. Mr. * and his family were the only guests to complain about food poisoning.
On 3 April 2014, I got email from the insurance agent that he would contact Mr. *.
On 4 April 2014, I received email from Mr. * stating "...going to file complaint with Revdex.com & BI. It's the principle, not the $300..."
On 4 to 8 April 2014, I provided additional documentation as requested by the insurance agent.
On 10 April 2014, Mr. * sent the insurance company an email stating "...I am done spending another minute on this issue..."
Being the originator and global leader of teppanyaki style cooking, we take our reputation very seriously. We have satisfied millions of customers around the world since our beginnings in New York in 1964. We take even the appearance of impropriety with utmost seriousness and diligence. We sincerely apologize that we were unable to contact Mr.* directly sooner. If Mr. * had mentioned to [redacted] about his complaint, regardless of difficulties with email communication, [redacted] would have communicated with me directly. Had this been the case, we could have reacted quickly and provided assistance and satisfaction to Mr.* as need warranted.
As mentioned, we take the claim of food poisoning very seriously. Immediately upon receiving Mr.*'s complaint, I followed protocol from our insurance company. I submitted an investigation and filed the claim. Unfortunately, in Mr.*'s case, protocol was delayed (as delineated above) therefore, the insurance agent took over the case after we submitted the claim and supportive documents.
It is my hope that Mr. * will cooperate and provide full cooperation to the insurance company, including providing all medical records associated with this event. We will insure that his case will be handled with utmost priority in the professional manner that befits the Benihana of Tokyo name and fifty year reputation.
Initial Consumer Rebuttal /* (3000, 7, 2014/04/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is a detailed and well crafted response from this company. The fact remains however that I was stricken with food poisoning and the first manager ignored my emails. I still have not received an apology and refund.
Final Business Response /* (1000, 10, 2014/05/19) */
Dear Mr. *,
We do not want to cause you anymore inconvenience, and would like to resolve this issue with
you. We do not want to lose you as a long time customer. And, also want to apologize for my
Assistant’s lack of attention to the technical issues with his email which led to the delay of our
response.
Therefore, I would like to refund you for the dinner on January the 25th
in the amount of $333.80.
I will be sending you a check.
If you choose to patronize the restaurant in the future, please contact me personally and I will
insure you have a great experience.
Final Consumer Response /* (2000, 12, 2014/05/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have not received any correspondence from The Hilton Hawaiian Village or Benihana of Tokyo.[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I accept the response is satisfactory only if he does what he said and follows up [redacted].
Sincerely,
[redacted]
Dear Mr. *,
I will confirm with the hotel when I return to the U.S.
Thank you,
Mark
Dear Mr. [redacted],I have contacted the hotel where you and your wife stayed. Your dinners were charged to your hotel room and not directly charged by the restaurant. After speaking with the hotel, they reversed the charge made to the restaurant and said you were going to receive a revised statement by email. I am currently out of the country on a business trip and returning to Hawaii on September 22, 2016. If by then you do not receive the hotel's statement I will contact them once more. Sincerely,Mark T[redacted]
Dear Mr. [redacted],
I have contacted the hotel where you and your wife stayed. Your dinners were charged to your hotel room and not directly charged by the restaurant. After speaking with the hotel, they reversed the charge made to the restaurant and said you were going to receive a revised statement by email. I am currently out of the country on a business trip and returning to Hawaii on September 22, 2016. If by then you do not receive the hotel's statement I will contact them once more.
Sincerely,
Mark T[redacted]
I have not received any correspondence from The Hilton Hawaiian Village or Benihana of Tokyo.
[redacted]
Dear Mr. Z,We apologize for you not feeling well after dining at the restaurant. After receiving your telephone call the following morning we started our internal investigation. As mentioned in the follow up telephone call to you our results did not show anything unusual. As a show...
of good faith and gesture, we would like to credit you for you and your wife's meals. Would you wish to be credited for the gratuity as well. At your earliest convenience, please let me know your thoughts.Sincerely,Mark T[redacted]
Dear Mr. *,I will confirm with the hotel when I return to the U.S.Thank you,Mark
Complaint: [redacted]
I am rejecting this response because: Weather I charged the meal to the hotel room we were staying in I am still out of pocket. Charging to the room makes no difference as the restaurant still gets paid either from me directly by paying cash or indirectly by me charging to the room and then the Hilton forwards the money onto the restaurant.
Sincerely,
[redacted]
Dear Mr. Z,
We apologize for you not feeling well after dining at the restaurant. After receiving your telephone call the following morning we started our internal investigation. As mentioned in the follow up telephone call to you our results did not show anything...
unusual. As a show of good faith and gesture, we would like to credit you for you and your wife's meals. Would you wish to be credited for the gratuity as well. At your earliest convenience, please let me know your thoughts.Sincerely,
Mark T[redacted]
[redacted]
[redacted]
[redacted]
[redacted]To whom it may concernCould you let me know what is happening to my complaint. At the beginning of the month I agreed to the compensation and as yet I have not received any notification or money.Regards[redacted]