Hometown Buffet

Review: Poor customer service by general manager when trying to voice initial complaint.

On December 15, 2013 at approximately 3:25 p.m. a party consisting of six adults, one teenager and two toddlers entered Hometown Buffet store number 760 in Tracy, CA to celebrate a birthday. The young man assisting at the cash register was having difficulty with ringing up our party and when he brought an error to the general manager's attention a Mr. [redacted], the manager was very unprofessional and quite demeaning. Our party was shown to an area that would accommodate us all. When we finally went to get our food, we noticed that the kid's selection was of very poor quality. My sister-in-law asked if they had any chicken nuggets or fingers, and she was told no. They really did not have food suitable for young children. On another note, the area in which we were seated, was not being monitored by the waiting staff because dishes started to pile up at our table. When I approached one of the employees to inform her that our table needed to be cleared, she responded with an attitude and stated, "I'm coming over there in a minute." At that point, I had enough of the poor quality of food and the service so I asked to speak with a manager. A young man by the name of [redacted] approached me to hear my concern. I explained to him my disappointment with the selection of food for kids and he offered to see if they had any chicken nuggets or fingers and if so he would have it cooked for me. I appreciated the offer, but told him that it would not be necessary as we were just about finished. I then told him about the server/waitress who I had approached about clearing our table and the attitude that I got from her. He apologized and said that he would speak with her. I went back to my table and told my sister-in-law about the conversation I had just had with Mr. [redacted]. She then said that I should have spoken with the other gentleman since she believed that he was higher up on the chain of command. As she was stating that, he happened to walk by our table at which time my sister-in-law caught his attention. She started to explain to him the concern and all he did was provide excuses and did not want to work on coming up with a solution. When informed about the kid's food selection he stated that was out of his control, he had nothing to do with the menu it was corporate. When told about the negative customer service one of his waitress provided, his excuse for her behavior was that she had just started her shift. At that point I told him never mind, we were done and was leaving. As my sister-in-law and I approached the entrance/exit door to leave, I stopped to get his name, which was [redacted] and I told him that he would be hearing more from me. At that point he followed my sister-in-law and I out near the entrance/exit door to try and then become more interested in our complaint, only after I told him that I would be putting my complaint in writing and submitting it to his superiors. I told him that as a manager and a general manager at that, he should be trying to work with complaining customers to find out the issues and provide a solution. Instead all he was doing was making excuses and not really listening to what we had to say. He in fact became very irritated and dismissive. I then told him that I was good at what I did for a living which is part of my writing skills and his was response that he was good at what he did too. I beg to differ and his unprofessionalism proved my point. As a general manager, I expect superior professionalism which Mr. [redacted] did not come lose to. I however, must commend Mr. [redacted] for listening to my concern and trying to come up with a solution. He showed more character than the general manager, Mr. [redacted]. I hope this complaint makes it to Mr. [redacted]'s superiors so that they are aware of what type of individual they have representing them and think his employment over very closely.Desired Settlement: Mr. [redacted]'s demeanor and attitude were so unbelievably unprofessional, disrespectful and discriminatory that the only viable solution would be his dismissal from his current position. Or at the least, extensive customer training, I would recommend a six-month program and an apology. The way that he spoke to his employees was totally uncalled for and left others who witnessed it very comfortable for the young man.

Business

Response:

This guest complaint by [redacted] was addressed by my area director [redacted]. The guest expressed her concerns and [redacted] listened to the guest feedback and recovered their business.

The guest was sent four Be My Guest Passes which can be used at any of our store locations .