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King's Bowl of North Hills

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Reviews King's Bowl of North Hills

King's Bowl of North Hills Reviews (1)

Waitress tipped herself with my brand new Gift Card. Not realizing the remaining balance printed on the receipt for me to sign.Sept 28, 2015 approximately 9:30 pm We arrived for a friends birthday. She had a little too much to drink before we got there, so we escorted her to our hotel across the street. Came back and We seated ourselves without any greeting. Sat at our table for almost 20 minutes, while 3 or 4 waitresses and waiters stood around at the bar staring at us like we were aliens that had just landed. We had to stop a waiter dead in his tracks walking past us to even get a drink of water (Strike 1) took an additional 15 minutes before we had someone come take our order for food (without a notepad but on a napkin from our table). So I stopped the shift manager to tell him about our experience with customer service so far. No remorse or concern was expressed. Finally got our food and ate. We then asked for the check, we were paying for our food and we realized that the waitress didn't take off 50% for our meal so it was $62.50 (Mondays are happy hour half off appetizers at Kings; this was strike 2) She fixes our tickets (now $41.75) but I feel she didn't think we would tip her (maybe because we're black, but so was she, ironic). She takes it upon herself to charge my $100 (starting balance when I walked into Kings Bowling) gift card $50.10. I didn't notice it until I was manually writing in a tip of $10 for her that the remaining balance was printed on my receipt of $49.90. I'm no rocket scientist but $41.75 from $100 is $58.25. Price is not the issue, integrity is. Regardless of the lack of customer service experienced the entire night I still had it in my heart to tip this woman, and she attempted to pull a wool over my eyes. I had both managers come and look at the receipt. I even called the card and let the manager listen to the transaction at their establishment charge me $50.10, while my receipt read $41.75 and still the other manager argued me down that it was impossible to manually add an amount to a card. Needless to say I left the establishment highly disappointed. I left with out a sorry for the inconveniences. (When the managers clearly knew this situation was wrong) I left without a refund, even if it was just for my card being over charged $8.35 (that's the least they could've done) I now petition a full refund of $50.10 (plus my $10 tip I wrote in if they so dared to processed it after all of this) for all of the inconveniences, poor customer service, and down right thieving that transpired that night Desired Settlementfull refund $50.10 for not being refunded the overage amount on my card at least, and the sorry excuse of customer service at this establishmentBusiness Response Revdex.com CASE#:[redacted]In response to the accusation in the complaint lodged against Kings by Ms. [redacted] of employee theft or manipulation of the guests pre-paid gift card, Kings denies all allegations of theft sites the mandatory "Tip Tolerance" that the prepaid credit card/gift card issuers withhold on each transaction in establishments that a consumer may choose to leave a gratuity on the transaction (Restaurants, Bar, Salons, Etc). Kings has no control over this amount that is held by the transaction company for a period of time that the transaction is posted by the establishment and released by the financial institution. This policy is listed on the cardholder agreement with each of the financial institutions that issue these cards. The complainant is able to contact and find this information out by calling the number on the back of the prepaid gift card or can find the written material about "Tip Tolerance" online. As was explained to Ms. [redacted] on the night of her visit, this is not something Kings has any control over.Kings apologizes that the guest felt they were treated poorly and despite Kings conversations with the guest who was acting in an aggressive manner to the staff and management team the night of the visit, Kings was unable to reason with the guest who continued to site that the employee had somehow manipulated the transaction and risked their job and personal reputation for a $10 gratuity. Kings management staff and employees worked to create resolution throughout the transaction despite the unwillingness to allow the team to explain the transaction and continued to berate, use profanity and belittle the staff members and management personal who were working with the guest. To Summarize:- Ms. [redacted]'s transaction was $41.75- Ms. [redacted] left $10.00 in the tip line and signed the total on the signature line which Kings is in receipt of as $51.90. The handwriting in the total line is commensurate with the signature at the bottom of the slip signed by Ms. [redacted]. If Ms. [redacted] would like to request a copy of this signed copy, she may do so by petitioning the transaction with the credit card company and Kings will oblige with this formal request. - Ms. [redacted]'s server refused to close the transaction out with the tip that Ms. [redacted] authorized by signing the transaction as she was very offended by being accused of theft by the guest.- There is a signed CC slip and close out slip that Kings is in possession of with this total which again is less than the amount charged.- After researching, there were no other transactions with this card in Kings system and Kings has determined no additional transactions could have caused the amount that Ms. [redacted] displayed when researching her balance minutes after the transaction was made. Kings has made effort to resolve the complaints lodged by Ms. [redacted] while she was in the facility to no avail. The basis of Ms. [redacted]'s complaint and displeasure for the service she claimed to have received was based on her belief that there was misuse of her prepaid gift card. Kings management staff explained to Ms. [redacted] several times that Kings has no control over the transactional withholding made by the pre-paid gift card company. Ms. [redacted]'s inappropriate comments, false defaming allegations of theft and aggressive nature that was shown to the staff at Kings was determined to be behavior that Kings staff would no longer tolerate. Kings delivered all product ordered by Ms. [redacted] the evening of this transaction and does not feel it necessary to refund this transaction based on Ms. [redacted]'s false accusations of theft by Kings staff and her manifested poor service allegations that were as a result of her displeasure with the withholding of the limited funds on her gift card by the pre-paid credit card company. Kings apologizes for Ms. [redacted]'s displeasure with the transaction and her feeling that the Kings team somehow have any control over the hold that was placed on her pre-paid gift card and wished that the circumstances that were not caused by Kings or any of its staff had been different. Kings has interviewed several members of the team that were working the night of this transaction and have determined its staff to have acted in a manner that was deemed appropriate. Should Ms. [redacted] like to discuss this matter further, a senior level member of Kings management staff would be willing to meet with Ms. [redacted] to review the timeline of the nights eventsConsumer Response Thanks for explaining the funds that were withheld due to it being a gift card. However the night of the incident no one there, manager or server offered any sort of explanation except that it was impossible for the waitress to manually change the amount of the ticket. The customer service was still unacceptable and that was thoroughly expressed at the beginning and the time services were rendered, ie: waiting almost 30 minutes before being acknowledged. We let he manager know how the first 30 minutes of our experience went before we ever got our food or our checks. It was made clear our dissatisfaction in customer service as first time customers prior to the incident with the card(To both our waitress and a manager). But you can only be as good as your leader. The manager showed little to no concern himself. Forgive the "accusations" of theft but after a full night of extremely poor customer service you could see how our frustrations were valid. And it would've helped if your staff was able to properly articulate the percentage being with held the result would've been different. This is information the entire staff that interacts with people should know and be able to explain! I suggest you train your staff. This was a gift card I was awarded at work with no disclaimers just a box, so I wasn't aware of this type of policy for transactions. Also the tip wasn't put in until after the card was charged $50.90. I signed for a $10 tip and wrote a total of $59.90 for the transaction, before my friends brought to my attention that $49.90 was the BALANCE on the card and not the charge. So that was in error. Bottom line the staff was rude, disregarding, and condescending. Showed no concern for the misunderstanding and did not treat us like customers. The discrepancy in the charges was the last straw. Still petitioning for full refund based on the lack of customer service. You can honor it or not. I suggest you teach your staff how to treat ALL people regardless their color. Especially when you have people there working that are of color. Or your business won't be around much longerFinal Business Response Thank you for your feedback on our position statement and we will work hard to educate our staff on the details of the many various rules and regulations of a pre-paid gift card that a guest may choose to use to hopefully avoid further confusion. Given each card has its own set of rules pursuant to the issuing company, we have no way of knowing exactly what those are as they often times vary from company to company and Kings is not provided those details from these companies. We deeply apologize we were not able to communicate this better the night of your visit which caused the frustration you have experienced. After having reviewed our security footage and verifying the many statements collected by the parties involved and independent parties, we have made the determination that the Kings team members acted in a manner commensurate to our standards of service and witnessed several members of the service and management team visiting the table in a timely manner throughout your experience. We apologize if you felt the service was slower than usual as we know that even a minute can seem like a long time. Kings will not offer a refund for the food and alcohol delivered and consumed during your visit. Kings will however be happy to extend an offer to return to the facility and would like to provide an incentive to return as our guest. While Kings disagrees with the allegations of theft, intentional slow and neglectful service based on the evidence we are in possession of, our team is committed to changing the perception that you have of Kings by going above and beyond to deliver an exceptional experience during a future visit where the perceived factors that were the basis of your frustrations no longer exists. We are very sorry that the perception exists that you or any member of your group were mistreated or ignored and have no reason as a private business owner who not only proudly employees a very talented and diverse team and proudly caters to a very diverse crowd to intentionally mistreat you or your group in any way. We again apologize for the confusion and frustration and are respectfully extending an offer to return to Kings where we will work very hard to change this perception should you grant us the opportunity to do so. Thank you again for your feedback and for allowing us to change your opinion of Kings.

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Description: Bowling Alleys

Address: 141 Park at North Hills St STE 120, Raleigh, North Carolina, United States, 27609-5990

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