Hershey Family Restaurant

May 11" Mothers Day at the restaurant we had over reservations on that day with a full restaurant and patrons on a wait listWe have seat restaurant and were staffed appropriatelyAs was walking past table 16, I was stopped and was asked by the customer Where is my food? We have been
waiting minutes.” I apologized and told them I would check on itI know the food was coming out a little slower due to the high volume of orders but not minutesI checked our point of sale computer and pulled up table The table had been sitting there minutesI then went back to the kitchen to check on their order and I was told it was being made now and would be up shortlyI went back to the table and told them the food would be out shortlyA woman sitting in the corner of the booth yelled at me very angry that they were leaving and they had been waited minutes and that another table who came after them were served before themThis was not the case about that other tableI said I was sorry again to them and I would get their waitress to bring their check for the drinksThe same women started yelling again at me telling me I am not paying for anything” then asked her if she would walk into a Turkey Hill and drink something and walk out and not pay for it? Again she yelled at me she wasn't payingI then said to the women that I would call the police if she left without payingThen the man at the table said to me sarcastically Who the hell are you to talk to us this way” I told them I am the ownerI will get your waitress” and I walked awayWhen they left the restaurant, table (table behind them) apologized to me and said, We are so sorry how rude they were to youYou guys are doing a great job” Needless to say the restaurant paid for their meals that went to wasteAs far as the coffee coming with their meals, they were charged because they decided to leave without the meal but still drank the coffeeI will do anything to make things right but not when I am being disrespectedAlso they told members of my staff that they were going to report me to the Revdex.com.Mothers Day happened to be the busiest day since we openedWe take what we do very seriouslyThe last thing I want is for anyone to leave unhappyI do not appreciate being bullied and yelled atThe outcome would have been different if I was approached respectfullyI would have bought the table their mealsWe have been in business since May 16, Our business has been growing and we are buildingWe fed 1,people mothers day and only had complaint and it was table

Review: I took my mother in law, wife, and children out for breakfast on Mother's day. I was quoted 15 minutes to wait for our table and we arrived at the location at 9:45. We did not get seated until almost 10:10. I understand the circumstances that the restaurant is busy as it is the busiest day of the year for the food industry being mother's day. As an owner you should be staffed and prepped for the business demand, with previous years trends and such. Well when we then waited for our waitress to come over at 10:23, she asked for our drinks or if we were ready for our whole order which we were since it was 13 minutes after we had sat down. We placed our order and did not receive our food or any type of follow up service until we flagged down the lady that sat us and asked what was taking so long for our food. This was at 11:07 which was 44 minutes after we initially placed our food order. The lady then comes back to the table and says it will be done shortly. My wife is upset because our 2 year old has waited and has started to get antsy. My wife states that she would like our check to pay for our drinks because we are not staying for our food. My mother in law insists that we are going to leave without paying for our drinks and they should be compensated because of our bad experience. I have been quiet the whole time that they were talking with this lady until she said something that blew me away. She stated that she was going to contact the police. I stopped paying attention to my son and looked at her and said, " Mam, who do you think you are to make that statement and why would you say such a thing." Her response to me was, " I am the owner." There was a couple tables that were looking over at us in embarrassment as she said she was contacting the police on us. My wife and family left the restaurant as the waitress came over to give me the check for the drinks. On the check was 2 coffees and 2 sweet teas. The coffees were included in the meal that my wife and grandmother ordered.Desired Settlement: I would like my $8 refunded for my bad experience and I would also like a formal apology, since Myself and my family were slandered in a public place in our neighborhood from an owner of a business that has no empathy. I did not get a copy of my receipt that was given to me.

Business

Response:

May 11" 2014 Mothers Day at the restaurant we had over 25 reservations on that day with a full restaurant and patrons on a wait list. We have 170 seat restaurant and were staffed appropriately. As was walking past table 16, I was stopped and was asked by the customer Where is my food? We have been waiting 40 minutes.” I apologized and told them I would check on it. I know the food was coming out a little slower due to the high volume of orders but not 40 minutes. I checked our point of sale computer and pulled up table 16. The table had been sitting there 21 minutes. I then went back to the kitchen to check on their order and I was told it was being made now and would be up shortly. I went back to the table and told them the food would be out shortly. A woman sitting in the corner of the booth yelled at me very angry that they were leaving and they had been waited 40 minutes and that another table who came after them were served before them. This was not the case about that other table. I said I was sorry again to them and I would get their waitress to bring their check for the drinks. The same women started yelling again at me telling me I am not paying for anything” then asked her if she would walk into a Turkey Hill and drink something and walk out and not pay for it? Again she yelled at me she wasn't paying. I then said to the women that I would call the police if she left without paying. Then the man at the table said to me sarcastically Who the hell are you to talk to us this way” I told them I am the owner. I will get your waitress” and I walked away. When they left the restaurant, table 15 (table behind them) apologized to me and said, We are so sorry how rude they were to you. You guys are doing a great job” Needless to say the restaurant paid for their 6 meals that went to waste. As far as the coffee coming with their meals, they were charged because they decided to leave without the meal but still drank the coffee. I will do anything to make things right but not when I am being disrespected. Also they told members of my staff that they were going to report me to the Revdex.com.Mothers Day happened to be the busiest day since we opened. We take what we do very seriously. The last thing I want is for anyone to leave unhappy. I do not appreciate being bullied and yelled at. The outcome would have been different if I was approached respectfully. I would have bought the table their meals. We have been in business since May 16, 2012. Our business has been growing and we are building. We fed 1,000 people mothers day and only had 1 complaint and it was table 16.