Impellizzeri's Pizza

I spoke with the guest in charge of the event and investigated her complaints.  I spoke with the employees and managers involved with the event.  Any comments that were allegedly made, have been addressed.  We have apologized for any rudeness, and have counseled our staff on any...

shortcomings on our part. We have also counseled our staff as to how we might have handled the communication better, as far as the separate checks were concerned.As for the number of buffets that were charged, we did, in fact, charge the group for the number of people that they confirmed.  There is no other way that we can do business.  If 64 guests were confirmed, as they were, we obviously will charge the group for 64 meals.  As for the gratuity, it was, in fact, included in the price of the buffet.  Upon researching the payments, we discovered that several guests were charged an additional gratuity.  After discovering this, we immediately reimbursed their credit cards. At least two guests were reimbursed with cash, when it happened.  Again, our mistake, for which we apologized and reimbursed the guests.As for the service of the group, we assigned two service members, not one as stated,  and two managers to handle the group.  We do our very best to ensure that guests receive great service.  While we do our best to refill soft drinks,we also have a station set up outside the room, as guests go back and forth to the buffet, to help themselves to refill drinks.  This has been a consistent practice of ours with all buffets, and this is the first complaint we have received regarding drink refills.Finally, as for the number of guests charged, we reproduced every check associated with the party.  We checked the numbers and amounts.  We communicated this information the the guest in charge, and she agreed with us as to the numbers.  There was no overcharge for the number of guests.  We have reimbursed the group for the room charge, and again, apologized for any rudeness that may have occurred.  [redacted]District ManagerImpellizzeri's Pizza

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
As part of the 64 buffets we paid for, 7 were paid in cash.  As we reviewed each bill with the manager, both the evening of the event with the store manager and the district manger the following week it was made clear the 'unaccounted' for buffets were for people who paid cash.  There were a few others, a separate table that ordered from the menu and two parents and one child who decided to not eat the buffet that were in our count of 61 present at the restaurant.  Again, we were never told we had to pay for the number of reservations, which would have been very helpful in avoiding a large portion of this problem.  Regardless, I paid for the 7 who we counted in our present number as well as the 7 that were paid in cash after we left the restaurant, when the manager called me.  Unfortunately it is our word against the servers if the cash people paid or not.  Those parents have told me how much their bill was, what denomination bills they paid with and if they left an additional tip or not.  One of the parents, who paid cash for the 3 buffets her family got said the manager gave her change out of his personal wallet when she paid the bill.  If the restaurant decides to NOT refund the money for the uneaten buffets and the cash that went missing ($222) to my personal credit card, then shame on them.  As far as the number of managers/servers assigned to us.  There was one female that took care of the room and a separate man who took care of the tables in the hallway.  Only one manager was involved in any conversations or serving of our party.  In addition, there was a drink station set up, but clearly we were not told to 'help ourselves'.  
Regards,
[redacted]