International Water Guard Industries Ltd

Dear Ms***,My name is [redacted] and I am the General Manager at Filippi'sI have read your letter,spoken to the staff involved, and am truly embarrassed by our performance on a night that shouldhave been a seamless event at Filippi's in Kearny MesaRest assured, this is not the style of servicethat has made us one of the top family restaurants in San Diego County.I have spoken to the staff involved and I am sorry that they lead you to believe I would call youback within the hour of the shortfallsBecause it was my day off, I was not aware of the problem untilthe next day, at which point I called you and left you the first message.As far as the events, the Ravioli's were our mistake and I’m sorry that the server did notexplain it properly, but if you notice on your bill it will show that the Beef Ravioli was given to you at100% discountThe server was just leaving them with your group so as not to waste them and throwthem awayThe problems with the billing were truly our lack of service and I apologize on behalf ofmy team and promise that this will be the focus of our training programs this month.As you may or may not know, credit card companies put a hold on funds from all bankinginstitutions once the credit card has been “swiped”When a mistake is made, as was the case here, avoid is done to clear that mistakeA copy of this void should always go to the customer as proof thatthe void was put throughIt takes 3-business days for final clearing of the sale as well as the refundOur staff was incorrect to tell you otherwise because we have no control other than to follow thoseproceduresBy now your account should have cleared out the voided charge as you expected.I am sorry that you were not treated in the style of service that you have come to expect fromFilippi's and I would like to invite you back as my guest to show you that we are focused ondelivering that serviceThank you, [redacted] General Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. The owner of the business, *** *** handled the matter. Though I will not be returning to this location, I am satisfied with the way the owner handled the matter prior to *** replying to me. I sincerely hope staff gets appropriate training
Regards,
*** ***

Taken care of with the customer

Just received this complaint from Revdex.com about o/c on beer. As I don't understand rotating beer basis either , I will send you a check for $7.95 and there will be no mores rotating beer in this restaurant.Sorry for any misunderstanding. I am in the food business and don't really get into the manager...

promotions on beer. But now what we server is on the menu and that's that/Yours Truly,[redacted]

Dear Ms. [redacted],My name is [redacted] and I am the General Manager at Filippi's. I have read your letter,spoken to the staff involved, and am truly embarrassed by our performance on a night that shouldhave been a seamless event at Filippi's in Kearny Mesa. Rest...

assured, this is not the style of servicethat has made us one of the top family restaurants in San Diego County.I have spoken to the staff involved and I am sorry that they lead you to believe I would call youback within the hour of the shortfalls. Because it was my day off, I was not aware of the problem untilthe next day, at which point I called you and left you the first message.As far as the events, the Ravioli's were our mistake and I’m sorry that the server did notexplain it properly, but if you notice on your bill it will show that the Beef Ravioli was given to you at100% discount. The server was just leaving them with your group so as not to waste them and throwthem away. The problems with the billing were truly our lack of service and I apologize on behalf ofmy team and promise that this will be the focus of our training programs this month.As you may or may not know, credit card companies put a hold on funds from all bankinginstitutions once the credit card has been “swiped”. When a mistake is made, as was the case here, avoid is done to clear that mistake. A copy of this void should always go to the customer as proof thatthe void was put through. It takes 3-5 business days for final clearing of the sale as well as the refund. Our staff was incorrect to tell you otherwise because we have no control other than to follow thoseprocedures. By now your account should have cleared out the voided charge as you expected.I am sorry that you were not treated in the style of service that you have come to expect fromFilippi's and I would like to invite you back as my guest to show you that we are focused ondelivering that service. Thank you,[redacted]General Manager