Initial Business Response /* (1000, 5, 2015/05/29) */
Contact Name and Title: [redacted] Manager
Contact Phone: [redacted]
I would like to start out by apologizing to the customer. If everything is indeed the way it was described it is unacceptable. However, a few things I must clarify.
Juliana has...
no hostess, I'm not sure who seated the customers but if it was a woman she certainly does work as our hostess. We have several female bartenders and server but they don't work on weekends so I'm not sure who it was.
Second Juliana is in fact a hookah bar, we have been since opening. Both hookah and cigarettes are allowed. But none of that is relevant.
If the customer would oblige me I would love for them to contact me directly. I want to know who the waiter in question is that was pointing fingers and scolding them because that person will no longer work at Juliana. As for the check it needs to be written in detail not just a number written on it, which again means the waiter in question should not be working here. If the customer would kindly contact me by phone I would be more than happy to speak with them about correcting the mistakes that were made. We've been in business for almost 30 years and this type of behavior is in no way welcome at Juliana. I would sincerely like to thank the customer for bringing this to my attention. It is always nice to hear great things about Juliana, but it's the bad things that are more important and this is certainly the case. My only wish is that I would've been there to have handled the matter the day of. In any case I am looking forward to hearing from the customer to resolve this issue and again would like to apologize.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I called and left a message for [redacted] on Friday evening, and have not gotten a phone call back. I am the customer and should not need to chase him/her down; they should've tried to resolve this matter as quickly as possible. My intention is not to get anyone fired, but they definitely need to train staff on customer service, and also put in plain sight any sort of "entertainment" fee they require from their customers.
Furthermore, in talking with other friends of my family, it seems this is Juliana's common business practice. They do not commit to a price, and then when the bill comes, the bill is higher than it mathematically should be. One family friend knows the owner well ([redacted]) and has also been reprimanded about questioning how they create their tabs. THIS IS NOT GOOD BUSINESS.
Initial Business Response /* (1000, 5, 2015/05/29) */
Contact Name and Title: [redacted] Manager
Contact Phone: [redacted]
I would like to start out by apologizing to the customer. If everything is indeed the way it was described it is unacceptable. However, a few things I must clarify.
Juliana has...
no hostess, I'm not sure who seated the customers but if it was a woman she certainly does work as our hostess. We have several female bartenders and server but they don't work on weekends so I'm not sure who it was.
Second Juliana is in fact a hookah bar, we have been since opening. Both hookah and cigarettes are allowed. But none of that is relevant.
If the customer would oblige me I would love for them to contact me directly. I want to know who the waiter in question is that was pointing fingers and scolding them because that person will no longer work at Juliana. As for the check it needs to be written in detail not just a number written on it, which again means the waiter in question should not be working here. If the customer would kindly contact me by phone I would be more than happy to speak with them about correcting the mistakes that were made. We've been in business for almost 30 years and this type of behavior is in no way welcome at Juliana. I would sincerely like to thank the customer for bringing this to my attention. It is always nice to hear great things about Juliana, but it's the bad things that are more important and this is certainly the case. My only wish is that I would've been there to have handled the matter the day of. In any case I am looking forward to hearing from the customer to resolve this issue and again would like to apologize.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I called and left a message for [redacted] on Friday evening, and have not gotten a phone call back. I am the customer and should not need to chase him/her down; they should've tried to resolve this matter as quickly as possible. My intention is not to get anyone fired, but they definitely need to train staff on customer service, and also put in plain sight any sort of "entertainment" fee they require from their customers.
Furthermore, in talking with other friends of my family, it seems this is Juliana's common business practice. They do not commit to a price, and then when the bill comes, the bill is higher than it mathematically should be. One family friend knows the owner well ([redacted]) and has also been reprimanded about questioning how they create their tabs. THIS IS NOT GOOD BUSINESS.