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Charlotte's Cozy & Kitchen

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Reviews Charlotte's Cozy & Kitchen

Charlotte's Cozy & Kitchen Reviews (1)

Went to this Restaurant over 4'th of July weekend and used a Gift Certificate from and the waiter brought us our receipt and we saw it was not processed correctly so he took it back and gave us a receipt for the correct amount. The following week we saw we were actually charged twice for both receipts. We went back to the Restaurant and produced the duplicate charge and receipts and were told by the owner that there was nothing she could do and that they don't issue refunds at store level and told us to put a claim in with our bank to take care of it. She also stated that it was very busy and she did not have time to deal with us. The waiter was there and admitted right in front of her and us that he made a mistake and still she would not fix it. I have never heard that a restaurant that takes credit cards can not issue a refund when they make a mistake which the staff admitted to right in front of us. I feel like the owner was not being honest with us and was also very rude to us in front of the entire restaurant and told us she did not care if we filed a complaint about our experience there.Product_Or_Service: Breakfast OrderDesired SettlementI would like a refund for the duplicate charge we received and also for the owner of the restaurant to change how she deals with customers. I also think she should be honest about how credit cards are processed at her restaurant. She should also treat customers with respect and not say things like " I am busy and don't have time to deal with this" especially when It was her staff that made the mistakeBusiness Response We are a small Family Restaurant. This couple was exactly right. They did not have their credit card with them or both receipts, they had a copy of a statement. It was a Sunday morning between 10 and ll am. we were extremely busy and I could not stop cooking as I am the cook to look up the receipts. I understood what they were saying and would have done the paper work at another time, but they insisted I did it then. Our receipts do not print the entire credit card number on them, so if you do not have the card I can not do anything about it, unless it is done on the same day as the transaction. One of my employees recently did this exact thing for another customer with out looking up the receipt, My waitress gave them back cash and it was a fraud. The credit card had not gone thru 2 times. People need to know timing is everything, a simple phone call that would have allowed us time to check on the situation properly would have resulted in the appropriate resolution. They were insistent that it be done immediately, so I explained to them to call the credit card company and they would refund their money and in the end they would not pay me. I am sorry for the problem, but to spend 30-60 minutes doing research at that time would have ended with my having a lot more angry customers. I agree when they threatened me I said I have been in business over 18 years and am sorry they feel they must report this, but they should do as they feel fit. I would be surprised if they did not contact their credit card company and have not received a refund to their card. I am hoping they did as I suggested. As far as my being rude I did not intend to offend them in that way, they were very rude to me also. I kept apologizing but I guess they felt I was rude as I did not do as they asked immediately. I am sorry for this situation, but felt I could not resolve it to please them at that time.

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Description: Restaurants, Ice Cream & Frozen Desserts-Dealers

Address: 94 William St, Newport, Rhode Island, United States, 02840-3309


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