Pranna

To Whom It May Concern, Unfortunately we will not be able to honor a refund since everything is clearly stated in the brunch packet that each guest receives when making a brunch reservationThe following is copied directly from the brunch packet that every guest receives "If you are looking to order cake or cupcakes from us, we will pre-charge the cake to the credit card on filePlease ask your server for your order when you are ready for itRefunds will not be honored unless we do not have the items you ordered." I also attached a PDF file which goes out with every reservation that is madeThank you -- GRACE T [redacted] Business Manager Pranna Restaurant | Bar | Lounge [redacted] Tel: ###-###-#### / Fax: ###-###-#### [redacted]

Whenever a customer
makes a brunch reservation they receive a brunch packet that includes three separate credit card authorization forms1)The authorization form that is used to hold the reservation and is only charged when or more guests do not show up2)Bottle service authorization that is used to reserve bottles3)Cake and/or cupcake order form.In that packet it also clearly states on the first page "If you are looking to order cake or cupcakes from us, we will pre-charge the cake to the credit card on filePlease ask your server for your order when you are ready for itRefunds will not be honored unless we do not have the items you ordered."She is correct as far as us saying the card will only be charged in case someone did not show up but she was asking us that question when she was completing form #not when she ordered the cake which was after the fact. Also we checked our pastry orders for the week and the cake was madeWe checked the cooler where all cakes are stored and it was not there on Monday which means the cake was served

As stated in the previous response she was not asked to leave the area prior to a.mand she was offered a table and complimentary bottle but she refused itShe was only asked to leave that level by management at a.mnot to leave the establishmentUnfortunately since her bottles were consumed we cannot offer a full refund but we will gladly offer a complimentary bottle of champagne for her next visit

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here] There has been no offer to refund the credit cardAs stated when asked I was not informed of other uses for the credit cardRequiring a group to ask for a cake during their own event is a scam that is why table service exists at the restaurantI never received a product and was charged for itAs a matter of fact I sent the initial form without filling out the dessert portion and was asked to send it backNo where does it indicate that order dessert is optional as it seems it is part of the reservation
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

To Whom it May Concern,
 
Pranna has three floors 
-Cellar (Basement)
-Main Floor
0in 0pt;">-Mezzanine (Balcony)
None of these floors are VIP any guest is free to go on any floor as long as it is open for the night. 
 
This customer was the only person seated in the Mezzanine with her four guests at 1 a,m. when we decided to close that floor. Her bottles were 80% consumed but we explained to her that she can stay at her table until 2 a.m. and after that we will have a table with a complimentary bottle of champagne waiting for her on the main level, and she agreed.  . 
 
At 2 a.m. when the customer was approached and asked to move to a table on the main floor and offered a bottle of complimentary champagne (as previously agreed upon), she refused. Her two bottles of champagne had been empty for almost half an hour but she still wanted the entire Mezzanine level to herself and four other guests despite agreeing early to move to  a larger table with a complimentary bottle. 
-- 
 
Please confirm that you received this email. Thank you [redacted]0

To Whom It May Concern,
 
Unfortunately we will not be able to honor a refund since
everything is clearly stated in the brunch packet that each guest receives when
making a brunch reservation. The following is copied directly from the brunch
packet that every guest receives. 
 
"If you are looking to order cake or cupcakes from us,
we will pre-charge the cake to the credit card on file. Please ask your server
for your order when you are ready for it. Refunds will not be honored unless we
do not have the items you ordered."
 
I also attached a PDF file which goes out with every
reservation that is made. Thank you. 
 
--
GRACE T[redacted]
Business Manager
Pranna Restaurant | Bar | Lounge
[redacted]
Tel: ###-###-#### / Fax: ###-###-####
[redacted]

Revdex.com:
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:
[Your Answer Here]
 I do not accept the resolution from the company.  What was stated was incorrect.  I reserved to have dinner at the restaurant in advance and was told that they had a VIP section if we wanted to pay for bottle service through a gentlemen that I thought was the [redacted].  Upon arriving to the location I sat down with my friends and had dinner.  The service was fair but I've had better at other restaurants.  But once dinner was done, I inquired about the section upstairs and was told by the male [redacted] that no one has paid for bottle service upstairs so I could go up there.  The male [redacted] explained to me that if someone paid for bottle service in the area that we sat, we would have to move, which we understood.  A few people came upstairs and sat in various areas.  After some time we paid for bottle service for two bottles of champagne.   We received it and began to have some.  Shortly after receiving the champagne bottles, the male [redacted] came to me and stated he would be closing the section down at 2am.    I explained to him that we would probably leave by then.  At about 1:40 am another female [redacted] whom I presume her name is [redacted] comes to us and states they are closing down the area.  Now we explained to her that the male [redacted] stated we could stay until 2 am.  The female [redacted] then states to us that she would find a place downstairs for us to go to which I agreed.  She came back upstairs shortly and stated we had to leave.  Now it was very unprofessional for her to rush us out if an agreement was made initially with the male [redacted] for us to stay until 2 am.  I understand that they were going to close the area down but the female [redacted] then tried to find a solution for us but never came through on it.  She never offered us a complimentary bottle at all as she stated in the response email.  We were rushed to try and finish up the two bottles of champagne which we did not finish.  The entire process was very unprofessional and the female [redacted] is very unprofessional.  To offer something to a customer and never follow through on it, is not a way to do business with a customer.  I feel that she should at the very least compensate us for the inconvenience.  I should not have to deal with something like this on my birthday.    
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Review: Card for reservation was charged without appropriate notification. Staff member was asked when reservation was made whether or not card being used to hold the reservation would be charged for anything and I was informed that it would only be charged in the case that a person did not show up (10$ per person who did not show up). The day of the reservation we did not receive a cake and were still charged as the manager stated all cakes are "pre-charged" which I was not informed of by phone at the initial call when I inquired about how the credit card would be used for the reservation.Desired Settlement: I would like my card to be refunded for the full amount of the cake at this time.

Business

Response:

Whenever a customer makes a brunch reservation they receive a brunch packet that includes three separate credit card authorization forms1)The authorization form that is used to hold the reservation and is only charged when 3 or more guests do not show up2)Bottle service authorization that is used to reserve bottles3)Cake and/or cupcake order form.In that packet it also clearly states on the first page "If you are looking to order cake or cupcakes from us, we will pre-charge the cake to the credit card on file. Please ask your server for your order when you are ready for it. Refunds will not be honored unless we do not have the items you ordered."She is correct as far as us saying the card will only be charged in case someone did not show up but she was asking us that question when she was completing form #1 not when she ordered the cake which was after the fact. Also we checked our pastry orders for the week and the cake was made. We checked the cooler where all cakes are stored and it was not there on Monday which means the cake was served.

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:

[Your Answer Here] There has been no offer to refund the credit card. As stated when asked I was not informed of other uses for the credit card. Requiring a group to ask for a cake during their own event is a scam that is why table service exists at the restaurant. I never received a product and was charged for it. As a matter of fact I sent the initial form without filling out the dessert portion and was asked to send it back. No where does it indicate that order dessert is optional as it seems it is part of the reservation.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

To Whom It May Concern,

Unfortunately we will not be able to honor a refund since

everything is clearly stated in the brunch packet that each guest receives when

making a brunch reservation. The following is copied directly from the brunch

packet that every guest receives.

"If you are looking to order cake or cupcakes from us,

we will pre-charge the cake to the credit card on file. Please ask your server

for your order when you are ready for it. Refunds will not be honored unless we

do not have the items you ordered."

I also attached a PDF file which goes out with every

reservation that is made. Thank you.

--

GRACE T[redacted]

Business Manager

Pranna Restaurant | Bar | Lounge

Tel: ###-###-#### / Fax: ###-###-####

Review: I visited the location for my birthday and the [redacted] was very unprofessional to myself and my guest. The [redacted] explained that they would be closing the VIP section and she would relocate us to another area downstairs to which I agreed. The [redacted] then returned shortly and stated we have to go and find our own seating and leave from the VIP section. We paid for bottle service which was about $$400 for two bottles of champagne and we were unable to finish what we paid for because the [redacted] wanted us to just go downstairs to general population area and find seating on our own. It was unprofessional of the [redacted] to speak to me in a very nasty tone after we did nothing wrong. We ended up leaving the establishment because the [redacted] was extremely rude to us.Desired Settlement: I would like a refund of the bottle service that was paid.

Business

Response:

To Whom it May Concern,

Pranna has three floors

-Cellar (Basement)

-Main Floor

-Mezzanine (Balcony)

None of these floors are VIP any guest is free to go on any floor as long as it is open for the night.

This customer was the only person seated in the Mezzanine with her four guests at 1 a,m. when we decided to close that floor. Her bottles were 80% consumed but we explained to her that she can stay at her table until 2 a.m. and after that we will have a table with a complimentary bottle of champagne waiting for her on the main level, and she agreed. .

At 2 a.m. when the customer was approached and asked to move to a table on the main floor and offered a bottle of complimentary champagne (as previously agreed upon), she refused. Her two bottles of champagne had been empty for almost half an hour but she still wanted the entire Mezzanine level to herself and four other guests despite agreeing early to move to a larger table with a complimentary bottle.

--

Please confirm that you received this email. Thank you

[redacted]0

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:

[Your Answer Here]

I do not accept the resolution from the company. What was stated was incorrect. I reserved to have dinner at the restaurant in advance and was told that they had a VIP section if we wanted to pay for bottle service through a gentlemen that I thought was the [redacted]. Upon arriving to the location I sat down with my friends and had dinner. The service was fair but I've had better at other restaurants. But once dinner was done, I inquired about the section upstairs and was told by the male [redacted] that no one has paid for bottle service upstairs so I could go up there. The male [redacted] explained to me that if someone paid for bottle service in the area that we sat, we would have to move, which we understood. A few people came upstairs and sat in various areas. After some time we paid for bottle service for two bottles of champagne. We received it and began to have some. Shortly after receiving the champagne bottles, the male [redacted] came to me and stated he would be closing the section down at 2am. I explained to him that we would probably leave by then. At about 1:40 am another female [redacted] whom I presume her name is [redacted] comes to us and states they are closing down the area. Now we explained to her that the male [redacted] stated we could stay until 2 am. The female [redacted] then states to us that she would find a place downstairs for us to go to which I agreed. She came back upstairs shortly and stated we had to leave. Now it was very unprofessional for her to rush us out if an agreement was made initially with the male [redacted] for us to stay until 2 am. I understand that they were going to close the area down but the female [redacted] then tried to find a solution for us but never came through on it. She never offered us a complimentary bottle at all as she stated in the response email. We were rushed to try and finish up the two bottles of champagne which we did not finish. The entire process was very unprofessional and the female [redacted] is very unprofessional. To offer something to a customer and never follow through on it, is not a way to do business with a customer. I feel that she should at the very least compensate us for the inconvenience. I should not have to deal with something like this on my birthday.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

As stated in the previous response she was not asked to leave the area prior to 2 a.m. and she was offered a table and complimentary bottle but she refused it. She was only asked to leave that level by management at 2 a.m. not to leave the establishment. Unfortunately since her bottles were consumed we cannot offer a full refund but we will gladly offer a complimentary bottle of champagne for her next visit