Ellie's Diner

Review: The prices on the menue and what is charged when payment is due is inconsistent. I ordered the same item 5 times and the price is different each time. This morning 11/*/2013 @ 7:40 am I ordered the same mozzarella omlet with potatos and bacon and this time she charged me $3.00 more ($10.93). The other 4X's I was charged $7.93. When I brought this up to the attention of the woman behind the counter she did not address the discrepancy. I did give the woman the money and am filing a complaint to address lack of accountability for the irregular pricing practices and hope that the owner will address this issue as a resolution. I asked the woman for a receipt and she did not give it to me.Desired Settlement: Accountability for the items charged when the owners are not present in t he diner because the people working there charge whatever they want and keep the money for themselves. I see no other reason to charge people $3.00 over the price listed in the menue with no shame/guilt.

Business

Response:

After speaking to the customer in regard to her complaint about being charged different prices for the same order, it's clear the customer was a bit confused about how she was charged.

In her complaint, the customer omitted to say that she sometimes gets an herbal tea instead of a regular lipton tea with her meal, which comes free of charge with her order. However, when a customer orders an herbal tea there is an extra charge that would alter the price she is used to paying.

The price of her regular order, a mozzarella omlette with bacon, totals $6.50 for the omlette itself plus another $2.70 for the bacon, plus tax. In total, it should come out to $10.02. If she ordered an herbal tea with that, it would come out to $10.56.

After 11am, the price goes up, so it is conceivable that the customer ordered after 11am sometimes, which is another explanation for the change in price. After 11am, the price of the mozzarella omlette with bacon comes out to $10.56 with the tax included and it couldn't be any more considering the tea no longer comes with the meal after that time unless she ordered a bagel or English muffin instead of toast in which case it would be $.85 more before tax.

Furthermore, after looking at the prices in the menu and adding up what she ordered, the prices she claims she was charged were not only inaccurate but were impossible to arrive at based on her order.

The customer also claimed she was charged $7.93 sometimes and $10.93 other times. Again, those prices are impossible to arrive at, whether it is before or after 11am, and if there indeed was sometimes a $3 difference in price, it is possible the customer failed to order bacon some days, which would explain that contradiction in what she feels she was normally charged.

The customer also claimed that she believed our workers were charging her extra and then stealing the money, but when asked if she had any proof in our conversation, she said she only speculated, thus had no proof of that occurring.

The last part of her complaint was in regard to not receiving a receipt on command. Upon speaking with her about that, the customer said she in fact did not ask for a receipt, thus was not given one. Our workers are always told to give receipts and/or a full list of the prices on a check in order for the customer to verify how they were charged.

Finally, I notified the customer to contact management of the restaurant whenever there is an issue, which she failed to do before filing the complaint. We are always available to customers when there is an issue with anything, whether it be pricing or the food itself, and the customer never reached out to any of the four managers working here to address the situation or even to notify us there was an issue otherwise it would have been solved immediately.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

My resolution is not to receive services from Ellie's Diner. I am sure that it is not a loss for your business.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,