Mitchell's Fish Market

September 22, 2016 Via Email: [redacted]    Ms. [redacted] Revdex.com of Greater Cleve[redacted] Dispute Resolution Department 2800 Euclid Ave., 4th Fl. Cleve[redacted], OH 44115 Re: Case #[redacted]; [redacted] Ms. [redacted]: Thank you for allowing Mitchell's Fish Market an opportunity...

to respond to the below concerns. The complaint and response are as follows: Customer's Statement of the Problem: "I visited this restaurant on August 19, 2016 with a party of 6. Our bill came to over 194 dollars. 1 had a gift card that was applied and with everything the final total was $182.00. It was not until I had come home and checked my [redacted] bank account that I realized that the server Melissa, Charged my card an extra $12 (1;m sure she pocketed as a extra tip) despite receiving 20% cash tip. 1 called the manager Allyson once the charge was finalized on my bank account several days later and was told a claim would be made with the corporate office. Weeks have passed and no word from the corporate office or local restaurant. I am extremely upset and disappointed in the company, especially given the history of fraudulent credit card transactions I would expect the company to take this situation seriously. I would like the amount to be corrected." The Facts (as we see them): According to our records, Ms. [redacted] dined at Mitchell's Fish Market in Woodmere, Ohio on August 19, 2016. On August 231d, Ms. [redacted] called the restaurant and advised that a $12.00 tip was added to her bill that she did not authorize. Management informed Ms. [redacted] that the charge would be refunded within 5 to 10 business days. The credit was applied on August 29th. On September 9th, Ms. [redacted] emailed our Corporate Office and advised that she had not received her refund. The General Manager called Ms. [redacted] on September 15th. During that call, Ms. [redacted] checked her account again and realized that the credit came through successfully to her account on August 30th which she had accidentally overlooked. Action our company has taken: Ms. [redacted] received her requested refund on August 30th, and we believe her issues are resolved. Additional IT and Operations procedures have been put in place as a result of this matter. We hope that Ms. [redacted] continues to enjoy dining at Mitchell's and visits us again soon. To resolve any future questions, Ms. [redacted] is welcome to call our Corporate Office Customer Relations team directly at 713-850-1010.