Korean BBQ Buffet

Initial Business Response / [redacted] (1000, 16, 2016/05/04) */ This patron entered our establishment and inquired about the food we serve and the cost. She was given a tour of the buffet line and shown all the foods we offer and also told the cost of the meal. She also inquired of the pricing and was told... $19.99 which is the cost for dinner, all day weekends and holidays. She also asked if we had a senior citizen discount which we kindly told her at this moment we do not. We are a new restaurant and do not have any discounts available at the moment. She agreed to be seated and was explained the dining experience we offer, which is a grill and hot pot built into the table top which the patron uses to grill their choice of meats and seafood we have available. We also offer shabu shabu which is a type of hot pot where you can cook sliced meats, noodles and vegetables in a boiling broth. The patrons cook all their own meat and any meat that was not cooked thoroughly would be the responsibility of the guest. We do have a "raw foods" disclaimer on our menu and we advise all our guests verbally not to mixed raw foods and cook foods on the same plate and to also make sure their meat is cooked thoroughly. The pork being fatty and inside uncooked with also be the fault of the guest. As the pork belly is fatty since it is part of the pig's fatty stomach. It is slicked thick and should be cooked thoroughly before consuming. The calamari being "rubbery" would be the fault of the guest for not cooking thoroughly. The noodles and fried rice are on a steam holding buffet insert and kept at the regulation of 135 degrees and or hotter. They are disposed of every 3 hours if there is any left and a fresh batch is made and put out. The patron after plating 2 plates of food then notifies our waitress she would like to take the food to-go and does not want to pay because she doesn't like it. We let her know that we are a dine-in only establishment. As noted on our menus along with raw foods disclaimer, cctv surveillance is recording 24 hours a day, left over and or wasted food will have an additional charge and that anyone seated will be charged. We do not provide "doggy bags" or any type of container for guests to take food home. Since we are a buffet it is all dine-in only and self serve. She then told the waitress that she would just be leaving without paying and then started to wrap up her left over food in a napkin to put into her purse. The waitress let her know if she attempts to leave with the food in her purse and without paying we would have to notify the authorities. We had 3 waitresses on the floor at the time and they approached her many times to see how she was doing and if there was anything she needed. Each time she said no and she was fine. Towards the end of her meal she became disgruntled and had complaints, which we kindly try to resolve for her within the means of our establishments policies. We have never had any complaints of mistreatment by any of our other guests. We understand our establishment is not for everybody but customer service is very important to us and we want our patrons to return. We try wholeheartedly to make our diners experience an enjoyable and tasty one. Thank you for your concerns [redacted] I am sorry you felt mistreated. We treat all our elder guests with respect and kindness. If you visit us again we will be sure to make your experience a great one and thoroughly explain to you our prices, our food, the guidelines we follow to meet SB County food policies and how food should be prepared at your tabletop. We are sorry you didn't seem to understand that the food being cooked thoroughly for safe consumption is up to you. If you needed more tips on how to grill our servers are always here to help you and guide you. Thank you and take care.

Initial Business Response /* (1000, 16, 2016/05/04) */
This patron entered our establishment and inquired about the food we serve and the cost. She was given a tour of the buffet line and shown all the foods we offer and also told the cost of the meal. She also inquired of the pricing and was told...

$19.99 which is the cost for dinner, all day weekends and holidays. She also asked if we had a senior citizen discount which we kindly told her at this moment we do not. We are a new restaurant and do not have any discounts available at the moment. She agreed to be seated and was explained the dining experience we offer, which is a grill and hot pot built into the table top which the patron uses to grill their choice of meats and seafood we have available. We also offer shabu shabu which is a type of hot pot where you can cook sliced meats, noodles and vegetables in a boiling broth. The patrons cook all their own meat and any meat that was not cooked thoroughly would be the responsibility of the guest. We do have a "raw foods" disclaimer on our menu and we advise all our guests verbally not to mixed raw foods and cook foods on the same plate and to also make sure their meat is cooked thoroughly. The pork being fatty and inside uncooked with also be the fault of the guest. As the pork belly is fatty since it is part of the pig's fatty stomach. It is slicked thick and should be cooked thoroughly before consuming. The calamari being "rubbery" would be the fault of the guest for not cooking thoroughly. The noodles and fried rice are on a steam holding buffet insert and kept at the regulation of 135 degrees and or hotter. They are disposed of every 3 hours if there is any left and a fresh batch is made and put out. The patron after plating 2 plates of food then notifies our waitress she would like to take the food to-go and does not want to pay because she doesn't like it. We let her know that we are a dine-in only establishment. As noted on our menus along with raw foods disclaimer, cctv surveillance is recording 24 hours a day, left over and or wasted food will have an additional charge and that anyone seated will be charged. We do not provide "doggy bags" or any type of container for guests to take food home. Since we are a buffet it is all dine-in only and self serve. She then told the waitress that she would just be leaving without paying and then started to wrap up her left over food in a napkin to put into her purse. The waitress let her know if she attempts to leave with the food in her purse and without paying we would have to notify the authorities. We had 3 waitresses on the floor at the time and they approached her many times to see how she was doing and if there was anything she needed. Each time she said no and she was fine. Towards the end of her meal she became disgruntled and had complaints, which we kindly try to resolve for her within the means of our establishments policies. We have never had any complaints of mistreatment by any of our other guests. We understand our establishment is not for everybody but customer service is very important to us and we want our patrons to return. We try wholeheartedly to make our diners experience an enjoyable and tasty one. Thank you for your concerns [redacted] I am sorry you felt mistreated. We treat all our elder guests with respect and kindness. If you visit us again we will be sure to make your experience a great one and thoroughly explain to you our prices, our food, the guidelines we follow to meet SB County food policies and how food should be prepared at your tabletop. We are sorry you didn't seem to understand that the food being cooked thoroughly for safe consumption is up to you. If you needed more tips on how to grill our servers are always here to help you and guide you. Thank you and take care.