Kobe Steakhouse and Lounge

Review: I went to Kobe's Steakhouse for brunch and it was around 1:30 when I decided to get have steak made. I go and try to get steak made but the man making the steak wasn't there. Our waitress saw me trying to get steak made so she asked me what kind of steak did I want and I told her well done. The waitress brought out medium steak when I asked for well done. Based on the flyer brunch is supposed to be over at 2, but the cooks and waitresses were putting the food away at 1:30. If the flyer says one time than that time should be used in full. I consulted with the manager for the later shift and he told me there was nothing he could do because he wasn't on shift when the incident occured. My friend came to brunch at around 1:50 and she couldn't even get any food because everything was already put up.Desired Settlement: I would like a refund for the price of $77.66. That is the price of two brunches which we couldn't experience it all because they put everything away at 1:30. If it says "All you can eat" than it should be just that.

Business

Response:

Reference ID: [redacted]Dear Ms. [redacted],The hours of service for the restaurant's bnmch are usually from 1 0:30am to2:00pm (unless there is a special event). Most of the food is prepared early in themorning in order to have the dishes ready for consumption when the restaurantopens at 1 0:30am.Depending on the day, as early as 1:OOpm, after the high majority of our guestshave eaten all they can, there is not enough food tum over for us to justifY rawingredients sitting out unrefrigerated, although we do utilize ice packs to keep rawfood cold. However, as a precaution, due to health and safety concerns, we askthat our chefs move their stations to the back kitchen and refrigerate theiringredients after 1:30pm. Instead, from 1:30pm to 2:00pm, we are required tooffer our guests the opportunity to order the same dishes from our servers, andhave them individually prepared by our kitchen or sushi chefs. This policy appliesto sushi (raw fish), omelettes (raw eggs) and steak (raw me~ts).On June 7th, 2015, we had a reservation for six guests in our main dining room at12:30pm for the Brunch to celebrate a birthday. Two guests arrived first. As soonas the guests were seated at their table, I personally greeted them and made surethey were aware of our closing time of 2:00pm so they clearly understood theyonly had 1.5 hours. They acknowledged the closing time and promptly enjoyed allthe brunch had to offer, including our bottomless champagne and endless steak.At 1:30pm, the chefs broke down the steak station, after which the two guestsasked a member of our walt staff for two steaks, one medium and one well done. Ihad Chef [redacted] prepare both steaks in the back kitchen. which I then personallydelivered to the table. Later, I again offered more steak, even though I could seethere was still some left uneaten, but the ladies stated they were okay and did notwant anymore.At 1:50pm, ten minutes before closing, a third and final guest arrived. I greetedthe guest and apologized for the brunch ending so soon after her arrival. To this,she replied that it was okay, and she was not planning on eating anyway. So, wedid not charge this guest. The other three guests never showed up for thereservation.At 2:00pm, as normal, our wait staff and bussers began to break down the rest ofthe food stations. At 2:22pm, the two ladies dosed out their bill and never spoketo me, nor their server [redacted] about their dissatisfaction. In the end, both myselfand [redacted] felt we had gone above· and beyond to make sure the two ladies werewell taken care of. I hope you could understand the situation. We have to abide bystandard health code policies on how to handle food, as well as follow our ownrestaurant's policies to safeguard our customers, and cannot change these policiesbased on one complaint. ·We will contact the customer directly. to settle the .dispute. Should you have anyquestions, please feel free to contact me at the restaurant any time.[redacted]General Manager