Harry's Savoy Grill

Revdex.com:
line-height: 150%; font-family: Georgia;">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.
[redacted]
[redacted]Subject: Amended and Final Rebuttal to Complaint No. 10365754
 
To the Revdex.com of Delaware:  This is the final Rebuttal to be sent to Harry's Savoy Grill.  
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To:  [redacted] - Harry's Savoy Grill               Date:  1/14/15
 
I just wanted to let you know that I am rebutting the response to this complaint since in no way have we ever been confrontational and [redacted] and [redacted] (the waitstaff) could attest to that, if they are not fearful of losing their jobs.  We went out of our way to thank everyone whenever they assisted us.  However, it was pretty obvious that the blonde manager ([redacted]) whose name I did not get was very rude, disrespectful and impolite to us on many occasions. 
We have proof from our receipt for that particular Friday, the 2nd of January that we ordered at 3:05 p.m. and received our bill at 4:37 p.m., which was the same time we got the duck meatballs.  Therefore, if the owner [redacted] had really checked on this he would have not said it was only a half-hour that we waited for my friend's duck appetizer to be brought out.  After asking about it several times, we were told that the duck meatballs they had made were bad and they had to make new ones but we didn't realize it would take over an hour to get them.  Again, our receipt depicts the time of our order to be 3:05 p.m. and when we got our bill it was 4:37 p.m. which was the time that we finally got the duck meatballs and my friend had to pack them up and take them home with her since we had waited long enough. By the way, the amount that was charged for the meatballs was $3.00 which [redacted] states he took off our bill; however, our time and aggravation is certainly worth more than $3.00.  Also, no one really did apologize for the problem until we waited an inordinate amount of time for the meatballs and then had to ask what happened to them.  
 
We had asked to speak to the owner, since we knew he was there and I am in a quandary as to why he would not come out and talk to us if he knew he had guests that had an issue.  It is obvious and very sad that he chose to believe his staff when, in fact, we are "the customers".  I also could attest to the fact that we have friends and acquaintances who are not going back to Harry's since they too share the same negative sentiments that we have.  It is a shame that we actually starting accepting our food and drink orders, even though at times they were not up to par and/or standard because we feared the consequences! Therefore, it is untrue to say that we had been comped many times and/or had special food prepared for us since Harry's would not even agree to take a bad drink back.  As far as the bad prime rib being sent back, I was definitely given a hard time about it but finally [redacted], the restaurant manager had agreed to take it back.  Again, how would [redacted] know who is telling the truth if he never shows his face or comes out when someone asks to see him and we are aware that he is there???
 
Also, in reference to the Rob Roy being made with Bourbon and not Scotch, my friend, [redacted] had asked her friend, [redacted] who frequent Harry's and drinks Bourbon to taste her Rob Roy and he too agreed that it was Bourbon and she then gave it to him to drink.  So, once again we have proof of our complaints! 
 
In light of the above, I do not appreciate in so many words being called a "liar" because I am not and have attested with proof to the facts and statements I have made in my complaint and rebuttal.
 
It is my opinion, as well as my friends and acquaintances that the owner, [redacted], should show a genuine interest in his business' reputation by trying to rectify any problems encountered by his customers, especially when he is at the location.
 
In light of the above,  I think I have presented and proved my case and also want to close by saying that the only reason we continued to go back, despite [redacted] (the bartender), and his [redacted] (the manager) rude and discourteous treatment, is because, as I stated in my ori[redacted]l complaint, we had a pleasant experience at Harry's when [redacted] and [redacted] waited on us.  
 
[redacted]

Review: Both myself and my friend, [redacted] have been frequenting this establishment just about every Friday for happy hour for many years. We have encountered several problems with the management staff, in particular, [redacted], the bartender's [redacted], whose name I do not know. Unlike many other restaurants, Harry's Savoy does not try to rectify situations with either the food or drinks that you receive that are not done "right" or as advertised on their menu. For instance, there was a time that we had gotten a very tough and grissly prime rib and we were given a very hard time about taking it back and getting another one. It was not done at all as requested. So, instead of graciously addressing the issue we were made to feel like second rate citizens and were given a very difficult time. Whenever we ask to see the owner, [redacted], who, by the way, we happen to recognize that his car is parked at the establishment they tell us that he is not available. It is sad that if this is really true that an owner would not want to cover his back before any legal action could arise.

My friend, [redacted] has ordered many Rob Roys and knows that they are made with Scotch and not Bourbon; however, the bartender, [redacted], had tried to make a fool of her and pass off Bourbon for Scotch. When she questioned the wait staff and had them ask the bartender as well, she was told adamantly that it was Scotch. She then asked a few of the regular people that she knew at the bar who she knows to be Bourbon drinkers to try the drink and they too told her it was Bourbon. When they mentioned it to [redacted], all he could do was smirk and giggle, which is not really funny, especially since he was trying to make a fool out of a customer by not only misrepresenting one liquor for another but also the fact that he thought it was a joke! I don't think [redacted] would think it was a joke if my friend was allergic to Bourbon and got an allergic reaction as I do when I drink any kind of alcohol. This could have been a very serious issue and [redacted] would have to be held responsible for such.

Then, as if all of these problems haven't been enough we still went back since we do like the happy hour and, especially, [redacted] and [redacted], as they always seem to go over and above to satisfy us. Unfortunately, the manager, [redacted]'s [redacted], is so rude and obnoxious that I had to refer to her as a "bull dog" because she looks at us every time likes she wants to attack and she gives us constant dirty looks and smirks as well.

This afternoon, Friday, January 2, 2015 actually put the "icing on the cake" when I had asked the waiter if the roast pork sandwich was spicy and was told it was not. I then thought that possibly the broccoli rabe may have been spicy so I asked for it on the side. When the order arrived, I had 3 little sprigs of what was supposed to be broccoli rabe and found that the roast pork sandwich was so hot and spicy that it was burning all of my mouth. I chose not to make a fuss over it since I know that we do not get a positive reaction when we express our feelings, which should not be the case since we are not getting the food and/or drinks for free. When I mentioned how spicy and hot it was to [redacted], our waiter, he saw the pepper flakes in the sandwich and he said he "didn't know why they do that" I paid $11.95 for this sandwich and can't really handle red pepper and/or spicy food so I always to try clarify whether it is hot and/or spicy before I even order.

Then, my friend, [redacted] had ordered "Duck Polpetine meatballs and after an hour or more I questioned our waiter, [redacted] as to where her duck meatballs were and after we had asked him it then appeared that all of the managers and waitstaff were scurrying around with the menus. Shortly thereafter, we then found out from another waitress that there was at least a 15 or more minute for them to be prepared. How come up until that point in time our waiter or no one else had ever explained to us as to what the delay was with her order? We ordered all of our food at approximately 3:15 and did not get the "duck meatballs" until about 4:37 at which time my friend just decided it was too late to eat them there and took them "to go". They did take the $3.00 off the bill but no apology or anything. This kind of behavior makes a customer feel that they they did something wrong to cause the error.

While all of this commotion was going on with the waitstaff and managers scurrying around, [redacted], the one manager was trying to speak to us and I told him exactly how I felt and how he would feel if the shoe was on the other foot. We are paying for a "service" and expect to receive good service. I then overheard [redacted]'s [redacted], the manager, asking [redacted], if he had told us that we were not welcome there any longer. I feel this reflects discriminatory behavior towards us since we really have not done anything wrong, other than rightfully complain when something is not kosher. We have also spoken to other customers who told us that Harry's will not offer to compensate in any way for a bad meal or service, that being the reason that they will not go back.

I then asked [redacted]'s [redacted]'s, the manager how she keeps her job treating customers in such a mean, demeaning way? She again smirked and, "said she has been working there twenty years". I don't care if she was working there a million years that should not give any employee the right to insult a customer. If the heat's too much she "should get out of the kitchen or be put out"

I am first filing this complaint in lieu of going to the local newspaper. If no response is given, I will have no other recourse but to escalate our apparent discriminatory complaints with the media.Desired Settlement: I do not want any of the restaurant personnel, other than the owner, [redacted], commenting on this complaint as it is his business and he is the one legally responsible for running it properly. [redacted], the manager did not have to literally "tell us not to come back" because in all reality we are actually afraid to come back out of fear that we would ever have to complain and that something adversely would be done to our food and/or drinks, like the Rob Roy had been apparently tampered with.

Consumer

Response: