Cousin Cafe

Complaint: ***I am rejecting this response because: I have witness she have lunch with me in that time.(she is my bank manager)
the waitress tell us drink is $...and didn't tell us only for lunch special only...and the owner did ask us to leave without give us any receive and change
if need it...my witness will prove who is telling the truth
Sincerely,*** ***

Dear Mr. [redacted]
 
We appreciate that your friend can serve as a witness, and it is not unexpected to us that your friend, whom you are close enough to dine with, supports your account of the events. However, we fully trained our staff who are experienced and familiar with our menus. In 14 years of operation, we never had an issue of a staff miscommunicating menu information to our guests. There does not seem to be a clear incentive for our staff to do so either.
 
The only objective piece of evidence is the menu, which is in print. It is difficult to get a clear picture of what was said, and how it was interpreted. However, this is moot as our menu pricing policies are clearly detailed on the menu which we assumed you read as you are able to clearly detail what was printed in the menu. We have reviewed our menu, and we concluded that the narrative and the pricing is not misleading. It is common in the restaurant industry to feature menu specials that have different menu pricing structure from the regular menus. We appreciate that this might be confusing for you; however, this is not confusing for many of our other guests who visited and enjoyed our restaurant. In fact, we have yet to received any indication from current and prior guests that our menu pricing is confusing in any way.
 While we appreciate that you're disappointed, we do not find any merit in your complaint beyond your dissatisfaction. On the account that there is a complete lack of evidence, other than your friend's account of the events, we have found no reason to refund this to you, and refuse to be held hostage by a frivolous complaint to the Better Business

Please see attached additional info.
My name is [redacted], and I'm a representative of Cousin Cafe. In response to the 9/29/2016 complaint (complaint ID [redacted]), the restaurant owner has spoken with the server, and we obtained Mr. [redacted] receipt (see "Attachment 1- Receipt"). Per the...

receipt, Mr. [redacted] ordered a Chicken w/ Mushroom Rice Barrel from our Rice Barrel menu (see "Attachment 2- Rice Barrel menu"), a Baked Scallops, Shrimps & Cream sauce spaghetti (Item A) from our Lunch Special menu (see "Attachment 3- Lunch Special menu"), 2 Iced Coffee, and a To-Go container. Clearly stated on the top of the Lunch Special menu, you can get a drink for $1.00 when ordering from the Lunch Special menu; therefore, evidently per the receipt, you can see that we charge Mr. [redacted] $1.00 for the first Iced Coffee. However, we do not offer the same promotion for our Rice Barrel menu (The $1.00 drink promotion is NOT stated anywhere on the menu). As such, we charged Mr. [redacted] $3.95 for the second Iced Coffee. We did not deceive our customers. The terms of the promotion is clearly stated on one menu only.
 
We inquired with the server. We did not refuse change nor did we ask Mr. [redacted] to leave the restaurant. Mr. [redacted] complained, left the payment for the bill, and left the restaurant. Not to mention, Mr. [redacted] also took photos of the staff and the restaurant without our consent.  
 
Please let us know if you would like further information from us. I trust that the attachment I provided is sufficient to prove that our restaurant is not at fault in this case. We would kindly request your organization and Mr. [redacted] to close this complaint, as it is clear that Mr. [redacted] is at fault for not reading the terms of our menu promotions. 
 
Thank you for your assistance, and have a pleasant day!
 
Cheers,
[redacted]