Penthouse 808

Review: I purchased a [redacted] deal for Penthouse 808 and decided to use the voucher on Tuesday, Oct *, 2013. The deal was for a value of $70 in food and drinks. Upon paying for the bill, I told my waiter that I had the voucher and I wanted to apply it to my bill. Both the waiter and the manager told me the voucher had already been redeemed. I told them I've never used the voucher but they did not honor it. I had the pay the whole bill even though I had purchased the deal in [redacted]. Penthouse 808 told me I had to contact [redacted] to resolve this issue because according to their systems, my voucher number had already been redeemed.The next day I contacted [redacted] regarding this issue and had them place an investigation because I was positive I've never used the voucher I purchased. As a result, [redacted] told me that Penthouse 808's computer system had accidentally marked my voucher as "redeemed." I'm not sure why Penthouse 808's staff didn't research this while I was there to redeem my voucher. I didn't appreciate that I had to get [redacted] involved. I was told to contact [redacted] from Penthouse 808 to resolve this issue. I wanted my Tuesday night's bill to reflect the voucher that Penthouse 808 accused me of already redeeming. [redacted] was very difficult to contact. As a result of this embarrassing ordeal, a woman told me that $70 will be credited back my credit card after dealing with this non-sense for about 4 days. I am still awaiting the credit back to my account.Penthouse 808 needs to be better organized with the computer systems and staff. Using [redacted] to promote an up and coming business is great tool, but the business needs to step up their standards in servicing their clientele. Instead, they cause their guests embarrassment. I will never recommend this restaurant to anyone.Desired Settlement: An apology from management would be adequate and I am still waiting for a refund.

Business

Response:

We are responding to the complaint concerning [redacted] Voucher ending in #[redacted]. On tuesday night, Oct [redacted] the customer's voucher was coming up redeemed in [redacted]'s system. At that point, our Manager was made aware and he apologized to the customer but could not honor it at that point. Because we have had fraud attempted before the manager suggested she contact [redacted] and he was going to start the investigation process on our end. The next day we started to investigate how & when the voucher was originally redeemed and by whom. This takes some time since we have over 1300 sold and we have to manually go thru all necessary receipts & vouchers and its done by the office not the restauarant servers/staff.

This could have been avoided or resolved earlier had the customer followed our [redacted] instructions clearly stated on the voucher. Reservations are required for all [redacted] vouchers (She did not make a reservation) had she made reservations, the expired voucher would have been addressed. Second, the voucher clearly states that it must be presented upon arrival, she presented the voucher after dinner when she was given the bill. Again this could have been addressed with the host prior to being seated.

After further investigation we found a similar voucher# had been redeemed with the wrong customer. [redacted] was made aware and the customers voucher was Un-Redeemed. The Customer requested a refund and was made aware that it could take a few days depending on the banking institutions transaction times.

The customer credit card was issued a full refund on 10/**/13.

Again, we apologize for any inconvenience this matter has caused but we simply cannot just honor anyone who shows up with a voucher. Protocol must be followed.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because: