Lancelot Restaurant

Revdex.com Response to Complaint Complaint ID #: [redacted] Description of events The couple in question dined with us at the Lancelot on Saturday, October 11th They were seated at a window table, which many of our guests request because it is considered to be the best table in the houseIt overlooks the creek and is away from traffic areas and service stationsThe couple ordered a Caesar Salad Entree and chose to add chicken to the dishThis item is not listed on our menuWe do offer an appetizer size portion of this salad that does not include a protein; however this is not what the patrons requested The server checked in with the couple during the meal (which is standard service) and was not informed that the prime rib they ordered was not at the temperature they desiredIf the server had been informed, we would have been happy to cook it more or replace the entree When the check was presented the gentlemen complained about the pricing and the foodThe price of the Chicken Caesar was changed from $to $This is the price of an appetizer sized portion of a salad served with chicken (even though we served them an entree sized portion)The couple was still not happy with the $price, so we discounted the salad an additional $(This is on the copy of the check)We did not want them to feel misled and wanted to correct any misunderstanding The couple asked to see the managerOur chef and owner went out to the table and was greeted with expletives from the gentleman, "Make this f*in right! I will not pay this bill." He pounded his fist on the table and the water glass fell on the groundHe then threw his napkin on the floor and the tip folder feet away into the cornerThe manager stated, "You cannot act like this in our establishment, this behavior is unacceptable." The wife then told the husband that they should leave the restaurant (before paying)Our manager told the couple that he was calling the police, at which point the wife exited the premisesWhen she tried to re-enter through the back door, we did not let her back inPrior to the arrival of the police, the husband also left the restaurant without having paid his billThe Vail Police caught up with the couple yards outside the restaurantThe police gave us the following options: -Press charges against the couple for theft -See if the couple will agree to pay the bill and also accept an agreement that they are not allowed back on Lancelot property or charges will be pressedThe owner chose option #The police officer came into the restaurant with cash from the patronThe bill was paid by the police and change was returned to the patron by the policeThe customer did not re-enter the premises Please note that no member of our staff spoke with vulgar language during the entire interactionWe have included a copy of the original check and the deductions made to correct the price under disputeWe have also included a copy of our menu from the evening under question for your reviewSubmitted by Lancelot Restaurant

Complaint: ***
I am rejecting this response because:I (the husband) did not become irate until the server and chef/owner did not come back to the table to resolve the problem. We were given one option - to pay the check or else. We were told the price of the plate before ordering with protein. It did not reflect anything on the menu nor what the server told us. Lancelot cannot even get their story straight. We were approached by the owner/chef/manager and did not ask us a question whether or not we had an enjoyable time, if the food was cooked properly, or if we had any other questions. Instead he marched over to the table (from the bar) and demanded we pay for the crap he served us. YES - I did say something to the server about the disgusting piece of meat that was thrown onto my plate and no, I did not order another plate because it had already taken an hour for us to get our food. Vulgar language was absolutely used in directing it towards my wife by calling her a bh. "Don't let that *** back in!". I was approached by three different men threatening violence along with the harassment. Police asked if we wanted to file charges - going against my wife's wishes, I declined.We were sat in the corner of the restaurant - THERE WASNT A SINGLE PERSON IN THE DINING AREA!!!!!!!!!!! The lights were off outside, so I do not understand where a great view would come in????They were not given two options by the police (this is comical). We gave our side and the police took our side. Not once did the conversation of theft ever come into play. This is a ploy by Lancelot to make themselves look professional and to justify the way they treat customers. The police apologized to us for our experience in Vail and assured us that there is more to Vail than this "TERRIBLE EXPERIENCE". Police chatted with us for a while after the correct bill we thought we would be paying for came out to us. They found it disgusting that the manager/chef/owner would approach us in such a manner.I refute anything that was in the reply to our complaint from Lancelot. I guess this establishment believes only in itself and not the satisfaction from customers. My settlement stance still stands and again, I refute the response from Lancelot
Regards,*** ***

Revdex.com Response to Complaint Complaint ID #: [redacted] Description of events The couple in question dined with us at the Lancelot on Saturday, October 11th 2014. They were seated at a window table, which many...

of our guests request because it is considered to be the best table in the house. It overlooks the creek and is away from traffic areas and service stations. The couple ordered a Caesar Salad Entree and chose to add chicken to the dish. This item is not listed on our menu. We do offer an appetizer size portion of this salad that does not include a protein; however this is not what the patrons requested. 
The server checked in with the couple during the meal (which is standard service) and was not informed that the prime rib they ordered was not at the temperature they desired. If the server had been informed, we would have been happy to cook it more or replace the entree. 
When the check was presented the gentlemen complained about the pricing and the food. The price of the Chicken Caesar was changed from $23 to $18. This is the price of an appetizer sized portion of a salad served with chicken (even though we served them an entree sized portion). The couple was still not happy with the $18 price, so we discounted the salad an additional $2. (This is on the copy of the check). We did not want them to feel misled and wanted to correct any misunderstanding. 
The couple asked to see the manager. Our chef and owner went out to the table and was greeted with expletives from the gentleman, "Make this f[redacted]in right! I will not pay this bill." He pounded his fist on the table and the water glass fell on the ground. He then threw his napkin on the floor and the tip folder 10 feet away into the corner. The manager stated, "You cannot act like this in our establishment, this behavior is unacceptable." 
The wife then told the husband that they should leave the restaurant (before paying). Our manager told the couple that he was calling the police, at which point the wife exited the premises. When she tried to re-enter through the back door, we did not let her back in. Prior to the arrival of the police, the husband also left the restaurant without having paid his bill. The Vail Police caught up with the couple 200 yards outside the restaurant. The police gave us the following options: -Press charges against the couple for theft -See if the couple will agree to pay the bill and also accept an agreement that they are not allowed back on Lancelot property or charges will be pressed. The owner chose option #2. The police officer came into the restaurant with cash from the patron. The bill was paid by the police and change was returned to the patron by the police. The customer did not re-enter the premises. 
Please note that no member of our staff spoke with vulgar language during the entire interaction. We have included a copy of the original check and the deductions made to correct the price under dispute. We have also included a copy of our menu from the evening under question for your review. Submitted by Lancelot Restaurant