Henry's Restaurant

Hello, york', times, serif;">We are writing in response to Revdex.com Case # [redacted] - Henry’s Restaurant My husband and I own this business and were both working the evening that this occurred We were completely unaware that these patrons were upset in any way until the following day when she and her sister began posting on our [redacted] page, and calling on the phone to make threats to us that she was coming to back that afternoon to take care of business and set us straight Once she called and began making threats, we did tell her that she was no longer welcome in our establishment and should she return, we would call the police as she would be trespassing Until this point, my only interaction with the customer was to ask their child not to play with the blinds and to sit down as he was standing up in the booth pulling at the blinds in the windowI was concerned that the blinds would cut his hand as they have somewhat sharp edgesFor insurance purposes, if we see any patron doing something that could harm them, we must notify them After receiving scathing messages on our [redacted] page, followed by a telephone call from this customer, I discussed it with the server At this time, I was informed that when she was taking their order, the child was standing in the booth running a small car up and down the blindsThe server had already asked the child to sit down and not play with the blinds to avoid getting hurt It was after this that I spoke to the child, I was unaware that the server had already spoken to them about the child They continued to place their order, eat, pay and leave, never once mentioning being dissatisfied in any way or making a complaint of any kind While they were eating, an African American male came in, came straight to the cash register and asked for changeThe other server on shift was at the counter and explained that we do not give out changeThere is a car wash right next door and we have people in and out constantly with change requests that we are unable to fulfill Once he was informed that we did not give change, he turned to leave and apparently knew these customers so he stopped by their table to talk to themHe never sat down at their table, just stood beside them talking He was not ignored, as he came to the counter before going to their table and was not in the restaurant for a mealHe was absolutely not ignored due to his raceThis is absurd In addition, we have been a family restaurant in this town for over thirty years We are a family friendly restaurant that not only offers a children’s menu, but we have three grandchildren as young as two years old who are frequently in the restaurantIt is most definitely a child friendly atmosphere The interaction regarding the blinds happened before this family finished ordering and before they were served foodThe child was behaved after this pointIf they were unhappy, they should have left prior to ordering or mentioned their unhappinessWe do not intend to give them a refund as they ate all of their meals and never once complained about the service, atmosphere or the food until the following day when they chose to make a spectacle on social media Please feel free to contact me if you have any further questions or concerns

Hello,
york', times, serif;">We are writing in response to Revdex.com Case #***- Henry’s Restaurant. My husband and I own this business and were both working the evening that this occurred. We were completely unaware that these patrons were upset in any way until the following day when she and her sister began posting on our *** page, and calling on the phone to make threats to us that she was coming to back that afternoon to take care of business and set us straight. Once she called and began making threats, we did tell her that she was no longer welcome in our establishment and should she return, we would call the police as she would be trespassing
Until this point, my only interaction with the customer was to ask their child not to play with the blinds and to sit down as he was standing up in the booth pulling at the blinds in the windowI was concerned that the blinds would cut his hand as they have somewhat sharp edgesFor insurance purposes, if we see any patron doing something that could harm them, we must notify them
After receiving scathing messages on our *** page, followed by a telephone call from this customer, I discussed it with the server. At this time, I was informed that when she was taking their order, the child was standing in the booth running a small car up and down the blindsThe server had already asked the child to sit down and not play with the blinds to avoid getting hurt. It was after this that I spoke to the child, I was unaware that the server had already spoken to them about the child. They continued to place their order, eat, pay and leave, never once mentioning being dissatisfied in any way or making a complaint of any kind
While they were eating, an African American male came in, came straight to the cash register and asked for changeThe other server on shift was at the counter and explained that we do not give out changeThere is a car wash right next door and we have people in and out constantly with change requests that we are unable to fulfill. Once he was informed that we did not give change, he turned to leave and apparently knew these customers so he stopped by their table to talk to themHe never sat down at their table, just stood beside them talking. He was not ignored, as he came to the counter before going to their table and was not in the restaurant for a mealHe was absolutely not ignored due to his raceThis is absurd
In addition, we have been a family restaurant in this town for over thirty years. We are a family friendly restaurant that not only offers a children’s menu, but we have three grandchildren as young as two years old who are frequently in the restaurantIt is most definitely a child friendly atmosphere
The interaction regarding the blinds happened before this family finished ordering and before they were served foodThe child was behaved after this pointIf they were unhappy, they should have left prior to ordering or mentioned their unhappinessWe do not intend to give them a refund as they ate all of their meals and never once complained about the service, atmosphere or the food until the following day when they chose to make a spectacle on social media
Please feel free to contact me if you have any further questions or concerns

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Hello,I am writing in response to Revdex.com Case #***In response to the previousmessage from one of the owners, some statements weren’t articulated correctlyand described with validityAs I had my husband and two small children withme, I was not going to make a “spectacle” within their establishment regardingany concernsI held my tongue in respect to my children and consideration intomy full experience, start to finish, went home to write a review on the company’s*** page under the designated review sectionI wrote my exact viewpointsand how I felt regarding the entire service and even praised the waitressNotall comments were negative nor were they demeaning by any meansA review isjust that, a retrospective view, reexamination, or reconsideration of theevents that just had occurredOnce the review was left on the page, instead of constructive criticismbeing read and utilized, one of the servers who was not even present the nightthat my family was served nor that had any interaction with service related tothe event, quickly defended the establishment making accusations againstmy children stating that they were conducting themselves like a “zoo.” Even theowner mentioned, “….the child was behaved after this point.” Regarding calling the establishment, I specifically asked if the server wasworking that was responding on *** to my review as she was not presentwhen the event occurredI advised the owner that it was unacceptable to makeassumptions when she wasn’t there and didn’t know the factsI asked to speakspecifically to the owner directly and advised that I would like to come to theestablishment and speak with her regarding the interaction with her and thetone that she used with my childThis is something I should have either saidin the establishment as it happened, or should have immediately left and followedwith my review thereafter, however I was thinking of the inappropriate timingof conversation that would need to occur in front of my family at what shouldbe a peaceful outingI never once made any threats on the phone regarding “takingcare of business” or “setting us straight.” My intentions were to have a civilconversation between the owner and myself to get on the same page and to sortout any miscommunication from a third party server who wasn’t presentMyintentions were to voice my concerns for her addressing my parenting responsibilityin an unprofessional mannerWhen I advised that I would like to have an inperson conversation with the owner about the event, she advised me I was notallowed back into her establishmentNever once did I yell on the phone, I wasfirm in meeting with her to discuss what had happened, but again, never madeany threatsMy child did no damage to her property, nor did my family conductthemselves in an unacceptable fashion while we were there, so the banning isunjustMy main concern is that booths for children to sit, stand, or whatnot are directlyagainst the wallThese blinds are made of metal and if are “somewhat sharp” neededto be considered for the safety of the publicHer concern was that my childwas going to damage her property because they were “special made.” Perhapsthis safety concern should be addressed with a “family friendly restaurant” orsit all families with children in the middle table section of the restaurantaway from hazardous sharp blinds“The server had already asked the child to sit down and not play with theblinds to avoid getting hurt.” This is a statement and incorrectThewaitress never once addressed our child in any way except to see what he wantedto drinkShe never mentioned any corrective action nor that it was a concernthat he was standing or looking out the windowThe first contact point thatthis was an issue was when the owner came behind the waitress to proceed toyell at my childHe was so startled and upset; he jumped and sat down in theseatI would guess he was “well behaved” following the incident as shestartled himThe entire response regarding our acquaintance that entered the restaurantis falsely represented“The other server on shift was at the counter andexplained that we do not give out change.” The server was not at the counter atall nor did he even approach the counter for serviceHe immediately walked toour table to address us and one of the servers was wiping down the booth behindusHe was not acknowledged or greeted when he entered the establishmentIn conversationhe mentioned that he would need change madeThe waitress, still standingbehind him rolled her eyes and said that they don’t do that thereHe stayedfor approximately minutes and still was never offered any service“He wasnot ignored, as he came to the counter before going to their table and was notin the restaurant for a meal.” This again, is incorrectHe stood by our tablebecause there was no extra space for him to sit down with children and 2adults presentWe offered him to join us, but after the interaction and tonewith waitress, refused to do soHe never once approached the counter at allfor servicesIt’s a shame to assume that because someone entered therestaurant and spoke to someone else that they were not “in the restaurant fora meal.” Perhaps if they had approached him and asked if he needed anything, hewould have voiced his requestRegardless of race, they lost a potentialcustomer due to lack of service“It is most definitely a child friendly atmosphere.” That’s a beautifulstatement if safety was a concern for the “family restaurant.” Just because youoffer a children’s menu and have family of your own does not dictate being afamily friendly restaurantThe way that you conduct and speak to thosechildren that you serve should be of concern as well“We do not intend to give them a refund as they ate all of their meals andnever once complained about the service, atmosphere or the food until thefollowing day when they chose to make a spectacle on social media.” I want arefund back for the substandard food, the inappropriate conduct and tone usedwith my child, and the lack of satisfaction with your establishment andcustomer service in generalWe didn’t eat all of our meals, which is alsofalseThe service from our waitress was sensational and tipped herappropriatelyThe atmosphere and food were addressed the same day of serviceas soon as I got home and was able to fully think about the experience, not “untilthe following day” like you statedPerhaps if you read the review andresponded yourself instead of having a server that was not present do so foryou, you would see the time stamped on the boardYou’re absolutely right, weshould have “left prior to ordering” and not even given this establishment achance. “Please feel free to contact me if you have any further questions orconcerns.” I do still have concerns and will take them further if not address.Number one would be the safety of the patronsIf you’re so concerned yourselffor the children in your establishment and consequences that would involveinsurance claims, then perhaps your “special made” metal blinds need to beremoved with their “sharp edges” to ensure there won’t be any accidentsI willadditionally make a report with Environmental Health and Safety at theCharlottesville Health DepartmentNumber two, I would like my family’s moneyissued back for the inconvenience and unprofessional encounter that you enduredus to experience, periodRegards,
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