BJ's Restaurant & Brewhouse

Review: My family and I drove from [redacted], OR (about an hour away), to have dinner at BJ's in [redacted], OR. We have eaten at this location a few times and the food is delicious and the restaurant is beautiful. This time, we were horribly disappointed. The floor was unclean (the normally beautiful wood floors had a greasy, cloudy film throughout the restaurant), which made the floor extremely slick. On the way to being seated, my mom fell because the floor was so slick, and hurt her knees and back. We complained to the manager and the situation was handled so poorly! The manager showed very little concern, even though my mom was in visible pain. Every person in our party expressed how slick the floor was (each one of us almost fell on our way to the bathroom - the floor throughout the whole restaurant was dirty and slick, not just in the location that my mom fell), and the manager made excuses saying that the floor had been waxed and maybe food had been dropped. It was obvious the floor was dirty and the manager made no effort to examine the floor. Our whole experience was ruined by my mom's fall and the interaction with the manager. Most restaurants would comp the meal or give a gift card to make sure customers come back again after a bad experience, but this manager didn't even give us his card just in case my mom got worse after her fall. This manager is a liability to the BJ's. Someone could be seriously hurt from the conditions of the floor: a person could break bones from a fall, especially an older person, but this manager's lack of concern ensures that the same situation will happen time and time again. The manager's lack of caring and compassion is disgusting, and my family and I will not be going back to BJ's, and we will be sharing our story with friends and family.I hope BJ's takes a serious look at this incident so that this same incident does not happen to someone else. Eventually, incidents like this take will result in decreased sales to BJ's, which would be very unfortunate.Desired Settlement: BJ's needs to check into the actions of this manager. If this manager followed company policy, the company policy for accidents needs to be amended. At the very least, the manager should have provided his business card and insisted that my mom (the one who fell) be checked out by a doctor immediately at BJ's expense. Our meal should have been comp'd or we should have received a gift card to make sure that we had a good experience and returned. A little compassion goes a long ways!

Business

Response:

February 13, 2014

The Dispute Resolution Team

[email protected]

Revdex.com

Houston, Texas 77027

Re: Case#: [redacted]- BJ's Brewhouse

Dear Dispute Resolution Team:

We write in response to your February 3, 2014 letter. While the letter was sent to our [redacted], Texas restaurant, [redacted] dined in our [redacted], Oregon restaurant on Saturday, February 1, 2014.

We are very sorry to hear that Ms. [redacted]'s experience at our restaurant was not a positive one. We are aware that Ms. [redacted] fell on the way to her table. Video surveillance showed our General Manager being called to the area immediately alter she fell and arriving within 40 seconds. He kneeled down next to her and spoke with her as she was being helped up from the floor. The manager also got down onto one knee to inspect the area of the fall visually and with his hand£. He wiped the floor with a white towel to ensure that it was free of any debris.

We are sorry to hear that the manager did not present one of his business cards to Ms. [redacted] or offer her a gift card or complimentary meal. We would like an opportunity to win her business back.

Our corporate office attempted to reach out to Ms. [redacted] at approximately 12:39 p.m. on Monday, February 3 to follow-up about her well being. We called her at ###-###-#### and left a voicemail

providing our name and contact information. To date, Ms. [redacted] has not had an opportunity to return the call, but we will continue our effort to reach out to Ms. [redacted] to discuss her experience at our restaurant and offer a gift card.

We value our guests and are very sorry to hear that Ms. [redacted] believes our restaurant did not handle the incident in a compassionate manner. We will use this feedback as a teaching moment for our team. We are hopeful that Ms. [redacted] and her family will return to the restaurant in the near future and that we will be able to demonstrate to her that BJ' s cares about her and our community.

If you have any further questions, please do not hesitate to contact me at ###-###-####.

Sincerely,

Sr. Director, Risk Management

Review: We were visiting the [redacted] area and went to Bj's restaurant for dinner... They told us the wait would be 45 mins, which was fine. 2 hrs later we finally got sat. We would have went else where but didn't know the area. We had a party of 10, we did call ahead to try to make reservations and they wouldn't allow us. We had 4 small kids in our party. After we finally got sat, it took us almost another hour to get our food. When our food finally arrived, it was wrong, but because we were so hungry we didn't say anything. We had to wait about 15 mins more to get silverware to eat, 3 servers later we finally got silverware, and it wasn't our waiter who got them for us. Our food was wrong and cold. We did ask for the manager who never came to our table. I asked for ice water and the waiter kept giving us water that was warm and complained many times that he was suppose to have help. I believe this was poor treatment and I have tried to make a complaint to corporate office with no return of call or email. I believe that when you get treated like this at a restaurant someone needs to know.Desired Settlement: I believe with service like this, I would like an apology and possibly a gift card. When you spend around $100 on dinner you expect a little more.. 6 adults 4 children.