Dear Ms. [redacted], We appreciate you contacting us with your concerns regarding [redacted] ID [redacted]. I have...
enclosed all the information obtained during our investigation. Guest's visit was on Monday, March 30, 2015. The following is a list of events as noted on our security cameras. 17:04:10 3 Guests arrive. They can be seen waiting at greeter stand. (Greeter is seating other guests). 17:04:24 Greeter seats the guests at Table #143. They inform her they are waiting on joiners. 17:06:15 1 Joiner walks in, greeter acknowledges them and they motion to the group at tbl 143. 17:09:26 One of the guest from tbl 143 returns from the bar where she attempted to purchase a Tall Bud Light, Long Island Ice Tea and a Glass of Wine. However being the only person in her party of legal drinking age with ID she returned to table with only the Tall Bud Lt. Somewhere during this time 2 more joiners arrive for a total of 6 guests. Server waits for all guests to be seated (as to not rush them) and then approaches table to take order. Server puts in order at 17:19. You can see on the attached Guest Check that they ordered all flats, extra crispy wings which adds an additional 10-15 minutes to the 10 minute cook time making it a total of 25 minutes just to cook the wings and then a few minutes to assemble order and expedite. Server can be viewed on camera delivering their food at 17:51. Guest wait was 32 minutes total for order. After finishing their meal the guests asked to speak to a manager. I approached the table where the eldest of the group informed me she was very unhappy with their service. I discounted their check **% ($[redacted] the cost of drinks charged for the adults to purchase kids meals) and offered the entire table desserts (they declined) I then offered each of them a $[redacted] off coupon for their next visit (they declined). I apologized once again and she asked for my manager's business card. I retrieved it for her, thanked her and invited them to return. This guest has submitted 2 complaints to our corporate office and one to you. If Ms. [redacted] has changed her mind I would be more than happy to send her those coupons. Respectfully, [redacted] 0GM [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
There are many discrepancies within this response and missing information. The respondent notes times of arrival(s)and delivery of food; however fails to display time of arrival of "joiners", this writer approaching the greeter stand where 4-5 individuals in Bw3 uniform attire where engaging in conversation to ask for assistance, the speaking to a manager before the arrival of food to complain about service, the manager approaching the table providing numerous excuses as why the service was a displeasure. The General Manager did indeed approach the table and was rude, insulting, and unhelpful. Only one (1) guest ordered a snack meal, all flats and extra crispy; therefore and entire party waiting 30 minutes for food is unacceptable . The initial complaint was about service and the lack of it. I did not dispute the bill, it was paid in it's entirety and as a customer I have a realistic expectation that I will enjoy my food, the service, and the environment; at least 2 of this were not met. There was never an apology issued from the Manager and/or the General Manager, the latter offered a coupon and when declined; she walked away. The lack of fair and honest treatment has left a sour taste in this lifelong customers' mouth and I am unenthusiastic about a return visit to this particular establishment. The complaint was not issued to retrieve a refund, it was to notify this particular establishment of the poor service displayed. I tipped the "newly hired" waitress who accommodated; although the service was terrible. But, it was obvious that the issue was ineffective management.
Regards,
[redacted]
Dear Ms. [redacted], We appreciate you contacting us with your concerns regarding [redacted] ID [redacted]. I have...
enclosed all the information obtained during our investigation. Guest's visit was on Monday, March 30, 2015. The following is a list of events as noted on our security cameras. 17:04:10 3 Guests arrive. They can be seen waiting at greeter stand. (Greeter is seating other guests). 17:04:24 Greeter seats the guests at Table #143. They inform her they are waiting on joiners. 17:06:15 1 Joiner walks in, greeter acknowledges them and they motion to the group at tbl 143. 17:09:26 One of the guest from tbl 143 returns from the bar where she attempted to purchase a Tall Bud Light, Long Island Ice Tea and a Glass of Wine. However being the only person in her party of legal drinking age with ID she returned to table with only the Tall Bud Lt. Somewhere during this time 2 more joiners arrive for a total of 6 guests. Server waits for all guests to be seated (as to not rush them) and then approaches table to take order. Server puts in order at 17:19. You can see on the attached Guest Check that they ordered all flats, extra crispy wings which adds an additional 10-15 minutes to the 10 minute cook time making it a total of 25 minutes just to cook the wings and then a few minutes to assemble order and expedite. Server can be viewed on camera delivering their food at 17:51. Guest wait was 32 minutes total for order. After finishing their meal the guests asked to speak to a manager. I approached the table where the eldest of the group informed me she was very unhappy with their service. I discounted their check **% ($[redacted] the cost of drinks charged for the adults to purchase kids meals) and offered the entire table desserts (they declined) I then offered each of them a $[redacted] off coupon for their next visit (they declined). I apologized once again and she asked for my manager's business card. I retrieved it for her, thanked her and invited them to return. This guest has submitted 2 complaints to our corporate office and one to you. If Ms. [redacted] has changed her mind I would be more than happy to send her those coupons. Respectfully, [redacted] 0GM [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
There are many discrepancies within this response and missing information. The respondent notes times of arrival(s)and delivery of food; however fails to display time of arrival of "joiners", this writer approaching the greeter stand where 4-5 individuals in Bw3 uniform attire where engaging in conversation to ask for assistance, the speaking to a manager before the arrival of food to complain about service, the manager approaching the table providing numerous excuses as why the service was a displeasure. The General Manager did indeed approach the table and was rude, insulting, and unhelpful. Only one (1) guest ordered a snack meal, all flats and extra crispy; therefore and entire party waiting 30 minutes for food is unacceptable . The initial complaint was about service and the lack of it. I did not dispute the bill, it was paid in it's entirety and as a customer I have a realistic expectation that I will enjoy my food, the service, and the environment; at least 2 of this were not met. There was never an apology issued from the Manager and/or the General Manager, the latter offered a coupon and when declined; she walked away. The lack of fair and honest treatment has left a sour taste in this lifelong customers' mouth and I am unenthusiastic about a return visit to this particular establishment. The complaint was not issued to retrieve a refund, it was to notify this particular establishment of the poor service displayed. I tipped the "newly hired" waitress who accommodated; although the service was terrible. But, it was obvious that the issue was ineffective management.
Regards,
[redacted]