Bus Boys and Poet

August 25, 2016The Revdex.comK Street NW, 10th FloorWashington, DC 20005-3404RE: Case Number # [redacted] Dear [redacted] :Thank you for your letter dated August 12, that we received at our Hyattsville location on August 18, regarding case number # [redacted] ( [redacted] )We have had a chance to review the videotape of the evening in question and we welcome the opportunity to respond to the complaint filedWe are also more than happy to cooperate in making a good faith effort to resolve the dispute Our goal is to make sure that every guest at Busboys and Poets has a positive and memorable experience so we are dismayed to hear that we did not live up to those expectations for one of our guests According to the videotape recorded on August 9, 2016, the following events occurred:- 8:08:pm The guest arrives at the location.- 8:08:pm The host gathers menus and the guest follows the host to table seating.- 8:09:pm The guest is seated.- 8:18:pm The guest’s order is takenThe guest informs the server that she is meeting a second guest.- 8:23:pm The guest moves from her table to the bar, delaying the delivery of her drink order as food/drink is delivered according to table and seat number.- 8:23:pm The guest sits down at the bar.- 8:24:pm The bartender ends her conversation with another bartender and retrieves a menu for the guest.- 8:24:pm Within minutes of seating down, the guest is greeted by the bartender and is handed a menu.- 8:24:pm The bartender leaves the guest and retrieves a second menu for the guest.- 8:24:pm The guest seems to be telling the bartender that she moved seatsThis is indicated by the guest’s hand gesture to the tables behind her.- 8:24:pm The bartender touches her hair.- 8:25:pm The bartender delivers the guest her drink.- 8:25:pm The guest speaks to the bartender.- 8:25:pm The bartender exits to get a manager to approve the re-making of the drink.- 8:26:pm The manager enters the bar area.- 8:26:pm The manager speaks to the bartender and begins to sort out the confusion surrounding the table-to-bar movement and the need for a new drink.- 8:28:pm The second guest arrives.- 8:29:pm The manager is under the impression that the guests wants a new drink and authorizes the re-making of the drink by a new bartender.- 8:29:pm The new bartender speaks to both guests and takes the second guest’s order.- 8:30:pm The manager speaks to the new bartender to ensure that everything is sorted out.- 8:32:pm Two new drinks are delivered.- 8:32:pm The original guest picks up the new drink and drinks it in its entirety.- 8:40:pm After both guests consume both drinks, they gather their belongings.- 8:41:pm Both guests exit the restaurant without speaking further to management or staffWe truly apologize that drink delivery was delayed, that the bartender touched her hair and that the manager was unaware that there was a problemWe would like to offer a full refund to the guestHowever, we recognize that many elements of the complaint seem to be incorrect.1) The bartender greeted the guest seconds after she sat down at the bar While the bartender was talking to another bartender at the moment the guest arrived, she stopped the conversation, went to grab a menu and presented the menu to the guest within about a minute, not minutes as indicated in the complaint2) Once the guest tells the bartender that she has moved tables, the bartender then delivers the drink in minutes3) When the guest asks for another drink to be made by another bartender, the original bartender gets the manager and the manager gets another bartender to make the drink The guest is promptly delivered a new drink.4) The manager on duty who approved the re-making of the drink was not under the impression that there was a larger issue at hand and was not informed that the guest wanted to speak to the manager In hindsight, she would have approached the guest and we sincerely apologize that that did not happen There is no indication that further attempts were made to speak directly to the manager We have had to chance to talk to the bartender in question, the line staff at Hyattsville, all managers and the general manager at Hyattsville as well the full management team of the company about this incident and overall hygiene and proper sanitationWe currently have pre-shift meetings about hygiene, sanitation, and food/drink safety on a regular basis with all line staff and will continue this ongoing safety practiceWe also have continuous management training on addressing guest concerns and will also continue this practice so that guests are not left feeling as this guest did.We sincerely apologize to the guest in questionPlease let the guest know that if she is ever unsatisfied with her experience within our establishment, she can ask for the manager on duty who will hopefully rectify the situationWe often have business cards at the host stand with ways to contact the managers or general manager if a problem occurs and/or the host can also provide this informationAdditionally, if the outcome still remains unsatisfactory, guests can always contact us at [email protected] That said, most issues can quickly and easily be resolved within the location with proper and clear communication to the manager or managers on duty.Brenda, please let me know if you would like to review the videotape to glean further informationThank you so much for this opportunity to respond and we hope to see the guest again soonSincerely yours,Joy Z [redacted] AT YOUR SERVICE____________________________VP of Planning and Innovation - Busboys/ [redacted] *: ***@busboysandpoets.com|(: [redacted]

August 25, 2016The Revdex.com141 K Street NW, 10th FloorWashington, DC 20005-3404RE: Case Number #[redacted] Dear [redacted]:Thank you for your letter dated August 12, 2016 that we received at our Hyattsville location on August 18, 2016 regarding case number...

#[redacted]). We have had a chance to review the videotape of the evening in question and we welcome the opportunity to respond to the complaint filed. We are also more than happy to cooperate in making a good faith effort to resolve the dispute.  Our goal is to make sure that every guest at Busboys and Poets has a positive and memorable experience so we are dismayed to hear that we did not live up to those expectations for one of our guests.  According to the videotape recorded on August 9, 2016, the following events occurred:-   8:08:38 pm         The guest arrives at the location.-   8:08:48 pm         The host gathers menus and the guest follows the host to table seating.-   8:09:07 pm The guest is seated.-   8:18:34 pm The guest’s order is taken. The guest informs the server that she is meeting a second guest.-   8:23:16 pm The guest moves from her table to the bar, delaying the delivery of her drink order as food/drink is delivered according to table and seat number.-   8:23:54 pm          The guest sits down at the bar.-   8:24:08 pm The bartender ends her conversation with another bartender and retrieves a menu for the guest.-   8:24:17 pm          Within 1.03 minutes of seating down, the guest is greeted by the bartender and is handed a menu.-   8:24:37 pm The bartender leaves the guest and retrieves a second menu for the guest.-   8:24:39 pm          The guest seems to be telling the bartender that she moved seats. This is         indicated by the guest’s hand gesture to the tables behind her.-   8:24:47 pm          The bartender touches her hair.-   8:25:24 pm          The bartender delivers the guest her drink.-   8:25:40 pm  The guest speaks to the bartender.-   8:25:43 pm          The bartender exits to get a manager to approve the re-making of the drink.-   8:26:24 pm          The manager enters the bar area.-   8:26:52 pm          The manager speaks to the bartender and begins to sort out the confusion surrounding the table-to-bar movement and the need for a new drink.-   8:28:38 pm         The second guest arrives.-   8:29:07 pm The manager is under the impression that the guests wants a new drink and authorizes the re-making of the drink by a new bartender.-   8:29:35 pm          The new bartender speaks to both guests and takes the second guest’s order.-   8:30:59 pm          The manager speaks to the new bartender to ensure that everything is sorted out.-   8:32:10 pm          Two new drinks are delivered.-   8:32:25 pm          The original guest picks up the new drink and drinks it in its entirety.-   8:40:53 pm          After both guests consume both drinks, they gather their belongings.-   8:41:09 pm Both guests exit the restaurant without speaking further to management or staff. We truly apologize that drink delivery was delayed, that the bartender touched her hair and that the manager was unaware that there was a problem. We would like to offer a full refund to the guest. However, we recognize that many elements of the complaint seem to be incorrect.1)   The bartender greeted the guest 63 seconds after she sat down at the bar.  While the bartender was talking to another bartender at the moment the guest arrived, she stopped the conversation, went to grab a menu and presented the menu to the guest within about a minute, not 10 minutes as indicated in the complaint. 2)   Once the guest tells the bartender that she has moved tables, the bartender then delivers the drink in 1.04 minutes. 3)   When the guest asks for another drink to be made by another bartender, the original bartender gets the manager and the manager gets another bartender to make the drink.  The guest is promptly delivered a new drink.4)   The manager on duty who approved the re-making of the drink was not under the impression that there was a larger issue at hand and was not informed that the guest wanted to speak to the manager.  In hindsight, she would have approached the guest and we sincerely apologize that that did not happen.  There is no indication that further attempts were made to speak directly to the manager.  We have had to chance to talk to the bartender in question, the line staff at Hyattsville, all managers and the general manager at Hyattsville as well the full management team of the company about this incident and overall hygiene and proper sanitation. We currently have pre-shift meetings about hygiene, sanitation, and food/drink safety on a regular basis with all line staff and will continue this ongoing safety practice. We also have continuous management training on addressing guest concerns and will also continue this practice so that guests are not left feeling as this guest did.We sincerely apologize to the guest in question. Please let the guest know that if she is ever unsatisfied with her experience within our establishment, she can ask for the manager on duty who will hopefully rectify the situation. We often have business cards at the host stand with ways to contact the managers or general manager if a problem occurs and/or the host can also provide this information. Additionally, if the outcome still remains unsatisfactory, guests can always contact us at [email protected].  That said, most issues can quickly and easily be resolved within the location with proper and clear communication to the manager or managers on duty.Brenda, please let me know if you would like to review the videotape to glean further information. Thank you so much for this opportunity to respond and we hope to see the guest again soon. Sincerely yours,Joy Z[redacted]AT YOUR SERVICE____________________________VP of Planning and Innovation - Busboys/[redacted] *: [redacted]@busboysandpoets.com|(: [redacted]