Hawaii Gourmet Society LLC

Initial Business Response /* (1000, 5, 2014/02/24) */
Re: Case # [redacted]
February 21, 2014

Aloha,
This letter is in response to Complaint case # [redacted].
Upon gathering information from the various parties involved (minus that of the complainant),
we have this summary...

of the incident.

The guest called and ordered a dish off of our children's menu, which is designated for children
Age 12 and under (see attached).

Upon ordering, -and, according to her own testimony-it was clear that it was to be for an adult,
(-which, automatically increases the portion size,-and thus, cost).
In order to accommodate guests 12 and over who would like to try items only available on the children's menu,
we implemented a $4 add-on charge, which has been our policy for a while now regarding children's menu items.

As to the -on our part- "failure to mention the up charge", the customer hung up before our server could inform her
of this. Instead, she was informed upon her arrival at the restaurant, where the following scene took place -including, but not limited to-saying "how do you know I'm not ordering it for my kid?", where upon our response was "because you said it was for you"(see attached testimony from server who took the initial call).

As for an "embarrassing scene" in the main dining room, the guest, apparently not satisfied with our server's multiple apologies and manager's removal of the up charge,-called the Chef / Owner out to front of house in the middle of service (we were busy that day, so it goes without saying that the Chef was needed in the kitchen, not the front of house). For the most part, her initial approach when the owner came out of the kitchen, was to point and shake her finger within inches of his face, all the while stating "shame on you!" , "your manager is a liar", "how dare you" etc.. and then proceeded to start ranting about the terrible service, how the manager should be fired, etc.. The guest claims to have been embarrassed. We agree, it was embarrassing for all involved... ...But by whose doing?

In our opinion, we took every measure appropriate to remedy the situation, and are saddened to know that people in this tight knit community are willing to go to these extremes. Though we take customer relations seriously (priority #2 after serving good food), we feel the claimant does not deserve yet another apology, nor does this incident require publishing with the Revdex.com site/ network.

**Note: According to her own statement, she did end up receiving the food at our children's menu rate.
We did not feel the need to comp or return her money, seeing whereas she did take it back to her office to consume,-then proceeding to convince the rest of her office not to dine with us anymore**

Thank You,
Red Water Café.

The original letter, along with the (signed) attachments will be mailed via USPS today, and a fax will follow shortly after sending this email.
Final Consumer Response /* (3000, 7, 2014/03/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Aloha,
In response to vendor I would like to clarify a few things. I appreciate Red Water's acceptance of not disclosing the additional fee and removing from the initial charge. The bar attendant did provide excellent service, as always and was great at explaining the situation. At this point I admit I did become more upset and asked for the manager. After meeting with her then wanted to speak to the owner. It was busy that day and I felt it was necessary to bring it to the owners attention.
I would like to apologize on my end for reacting in a way that could have been avoided. After looking at the situation I should have left it alone and gone on with my day. Admittedly the staff did all they could and sympathized with me throughout the whole ordeal. All apologizing for the owners behavior. I apologize for my behavior and making them feel uncomfortable.
In doing this I would like to note on certain comments that are NOT correct:
-I did NOT shake my finger and say "manager is a liar", "Shame on You"
-I did NOT state the manager should be fired. (I would NEVER want to cause hardship on a person in this way over something so simple)
-I did state that I have restaurant experience and have never been told this before.
-The owner, yelled at me LOUDLY in front of his customers and told me not to come back, that he didn't care. Then proceeded to the kitchen throwing things and stating to "get her name and 86 her!" This being acknowledged by the bartender, and other wait staff, who I will add, kept apologizing for his actions.
-The statement that I proceeded back to office to consume (paid for plus added a $5 tip for the inconvenience) AND proceeding to convince the rest of her office not to dine with us anymore, is COMPLETELY UNTRUE!
I did discuss this with my office and employer who then ended up eating there the next day. He (my boss) did state and in an email that Red Water Café stated our office is no longer able to eat there anymore, as well as his wife. "they are no longer welcome there". I am not sure where this statement came from, but I find it odd in the truth of the matter that he has been there a few times as well as another employee in the office since the incident. Even sitting at the bar to "consume" their orders.
However the discussion on a personal level with the owners of Red Water and my employer, the twisting of facts from this issue created a problem in with my employment and my boss stating I would be required to write an apology letter, which is not appropriate in his position.
This has completely gone out of context and out of control in a way that is affecting personal relations and income.
I have always enjoyed Red Water, the staff and especially the food, however the Owners reaction and vocal response, clearly heard and expressed without complete truth is very disappointing.
Hopefully my employer and their company can agree on what they had discussed in this matter and state what is right and what is wrong on the treatment of "local" (native) customers. Its interesting that I have been raised here all my life and had this happen only once.
Mahalo,
[redacted]