OpenTable, Inc.

Thank you for contacting OpenTable and submitting your concern.Our records show your request for termination has been processedA credit was issued to your account from the date you requested to cancel the Private Dining service. A billing representative will be in touch with you shortly to
walk through your latest invoice and answer any additional questions you may have.Thanks again for contacting us.Best Regards,OpenTable, Inc

Hello ***, Thank you for contacting OpenTableWe’re sorry to hear about your recent poor experience attempting to cancel your reservationWe investigated your issue and confirmed that because the reservation was secured with a credit card, you were advised to contact the restaurant
directly if attempting to cancel the reservation within days of the reservation date (see attached). We have reached out to the restaurant regarding the no-show fee to see if they are willing to refund the charge due to the misunderstandingPlease note that we cannot guarantee a refund in this situation, as this is within the restaurant’s sole discretionPlease refer to ‘Part I - Reservation Services, Section - No-Show Policy’ of our Terms of Use for more information:*** Please let us know if you require further assistance. Best Regards,OpenTable, Inc

The customer is operating under a duplicate account after a previous account was terminated for excessive no-shows as part of our Terms of Service: ***The customer has been notified that they are not eligible to use our services

Hello ***,Our Support Team mentioned they called and spoke with you regarding the double booking issuePlease let us know if you require further assistance.Best Regards,OpenTable, Inc

Initial Business Response /* (1000, 5, 2015/09/29) */
Thank you very much for informing us of the customer's concernsWe take all matters like this very serious, and strive to provide a great support experience
A support supervisor immediately contacted the customer and is actively working
towards a solutionWe will continue to communicate with the customer until their concerns are mitigated
Please let me know if you have any additional questions or concernsThanks
Initial Consumer Rebuttal /* (2000, 7, 2015/09/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have been contacted by *** and she is actively working with me to resolve the issue

Thank you for contacting OpenTableWe're sorry to hear that you are dissatisfied with our attempts to resolve your issue.It looks like we need more information from you in order to research the double booking issue you mentionedWe recommend opening a Support ticket and including the reservation information so we can look into this for you: *** At this time, we are unsure which recent reservation you are referring to.In regards to your complaint of getting disconnected with the agent, this was likely caused due to a connection issue with the phone line rather than the agent hanging up on youWe strive to provide excellent customer service to our dining community and we apologize if we did not meet the level of service we aim to achieve.Please contact us at the above link so we can better assist you.Best Regards,OpenTable, Inc

Thank you for contacting OpenTableWe have been experiencing unusually high email volumes and we’re sorry it took so long for us to respond to your requestWe see that a reservation was made on 5/6/12:29:PM at Bayside Restaurant for 5/13/6:00:PMCould you please let us know if you
are trying to modify this existing reservation, or if you were able to resolve the issue
Best Regards,
OpenTable, Inc

Initial Business Response /* (1000, 5, 2015/06/12) */
While we are never happy to hear about customer frustration, we have a clear policy that states a coupon code can only be applied to a single account, and it is against policy to create multiple (duplicate) accounts
The diner has opened
multiple OpenTable accounts, which is a clear violationWe've communicated this stance with the customer and would be happy to work out a solutionWe've made a sincere effort to address the frustration but struggled to successfully communicate with the diner, and the representative was hung up on in the conversationWe attempted an additional phone call that was not answeredWe absolutely value all customers, but have these policies in place to protect our restaurant partners and diner community
The intent of these promotions is to provide an incentive to try new productsUnfortunately in this rare instance, the promotion was use outside the terms of use that were clearly stated
We appreciate the Revdex.com informing us of this complaint, and are happy to help in any way possible
Initial Consumer Rebuttal /* (3000, 7, 2015/06/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not try to open multiple accounts, and I really don't appreciate OpenTable blatantly trying to accuse me of fraud as I am a law abiding citizenFirst of all, after I downloaded the app to the phone I tried to link my Fifth Third Bank Prepaid card so that I could participate in the $promotion where you pay at the restaurantAfter providing the required info regarding my Fifth Third Bank Prepaid card, an error message appeared telling me to "Try Again", I then tried adding a Visa gift card that I own, but the same error message appeared telling me to "Try Again", I repeated this same process a couple of more times using a couple of other Visa and Master Card Gift Cards that I own, only to keep getting the same error message of, "Try Again"Before finally just giving up, I reluctantly provided my Fifth Third Bank Debit Card and it was immediately accepted as my Card On File
I have no idea why OpenTable is confusing that with I tried to fraudulently open many accountsI am quite offended, and I want my $ReimbursementIt is totally unacceptable for OpenTable to lie on me instead of just standing behind their promotion and giving me my money backYour Mobile pay at the Restaurant App obviously has many flaws that need to be cleared up, and in no way do I feel that should happen at the customer's expenseAnd as far as a second call back...that did not happenOnce again, OpenTable is falsifying informationIn closing....OPENtable needs to do the right thing, and give me my money backIf I have multiple accounts, I want you to list them for me...because that's not trueAnd by the way, why did Open Table even award me my points for the visit if my account was fraudulentAnd also, why would OpenTable even send me an email asking why I didn't use their pay at the restaurant app to pay after I had checked in for my reservation? Again...OpenTable needs to quite fabricating stories against the innocent customer, and immediately refund my $
Final Business Response /* (1000, 12, 2015/06/18) */
Hello ***,
Unfortunately, the promotion was used outside of our terms of useAlso - we don't accept registration of prepaid credit cards and that was communicated to the diner tooWe are confident duplicate accounts were created based on the fact she attempted to register the same prepaid card to > accountPlease keep that information confidential as we don't want to publicly display our detection methods in which we identify abuse, to limit other users from understanding how to get away with promotional abuse (assuming we can trust the Revdex.com with confidential information)We clearly display within the application if a promotion has been successfully added, so it's unclear as to why the diner eat a meal even though the promotional credit was never successfully added to the account
We did make a sincere effort to solve this, but the customer continued to shout at representatives who tried to assist her with an explanation or solution (eventually saying 'nevermind')As you can imagine, dealing with situations like that is part of the job and we do make an effort to solve frustration nonethelessI want to highlight we've had hundreds of users use this promotion with absolutely no problems and use it within our terms of useAnd in the event there ever is an issue, we are typically able to solve the customer's frustrationWe would be happy to provide a $coupon code just to solve this frustration, but we hope that the Revdex.com considers both sides to a story in a situation like thisif the Revdex.com would like to offer the $gift card as a resolution then greatOur goal is not to engage in an argument with the customer in a public forum
We want to support the Revdex.com and help solve issues, but it can be challenging in the instance information is provided in a complaintLet me know if you have any other suggestions, and I hope that this type of situation does not hurt our ratingThanks!
*** ***
Manager, Fraud and Risk

Hello ***,Thank you for reaching outWe're sorry to hear about the slow response you've received from our Support departmentWe have some pretty big things in the works right now, and that means that we're a little backlogged with our emails.We have located your gift card order, and it looks
like we fixed the typo in your email address and resent the gift card to the correct email address on 3/27/However, we see that you have since requested to cancel the gift card instead, as you are no longer visiting the city where the restaurant is locatedWe have cancelled the order at your request and issued a refund to your payment methodThe refund should post to your account within the next few business days.Please let us know if we can be of further assistance.Sincerely,OpenTable, Inc

Thank you for contacting OpenTable and submitting your concern.The email you received in January was a transactional / relationship email that was intended to give information about a change in the terms to the OpenTable Rewards ProgramEmails that give information about a change in terms or
features are exempt from the CAN-SPAM Act and thus do not require opt-out messaging.Your account has been closed at your requestWe are happy to reinstate your account if you wish to continue using our services to book restaurant reservationsPlease note that if your account is reinstated, you may receive future transactional / relationship emails from OpenTableYou may choose which marketing related emails you wish to receive within the My Profile section of your account.Thanks again for contacting us.Best Regards,OpenTable, Inc

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Thank you for contacting OpenTable. We have been experiencing unusually high email volumes and we’re sorry it took so long for us to respond to your request. We see that our Support Team has reached out to you and explained the terms of our Dining Rewards Program. If you still have additional...

questions regarding the program, please let us know.
Best Regards,
OpenTable, Inc.

Hello [redacted],Thank you for contacting OpenTable. We're sorry to hear about your recent poor experience with your gift card. If you purchased or received a generic OpenTable gift card, it must be activated for a specific restaurant before it can be used:...

[redacted]. Our records show you contacted our Support department on 4/10/2017, but we were unable to locate your gift card order using your name or email address. Please provide the Order ID or email address associated with your gift card so we can resolve this issue for you.Best Regards,OpenTable

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Open table customer service contacted me after three days and although they resolved the issue regarding the gift card, I do not like the resolution, but I suppose I must accept it. I would have preferred to have the cash because I've already lost out on the opportunity to pay for a $300 brunch. Open table customer service is awful and I will never purchase a gift card from them again and neither will anyone else I know once I get the word out.Sincerely, [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted].
Their response is not entirely accurate.  The email in question had nothing to do with either of the two transactions I've done with them.  In fact, it was sent several months after my most recent transaction with them.  While I believe they are obfuscating the actual truth here, I have come to an agreement with them on this matter.  I now consider this case closed.
 
Hopefully, they will be more careful in the future about sending potentially unwanted bulk marketing emails to their customers.
Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because:I tried to add to my complaint but your site just sent without my reply. They can call me.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:it did not address what I sent in as a complaint. I wrote about the rudeness of their agent who after 1 hour holding hung up on me and the site showing I had a double booking when I booked and it said I could not because it was double booked.   None of this was addressed and they replied too late for the reservation!Sincerely,[redacted]