Quality Kingdom, Inc.

Thank you for this information We would like to get a bit more information, so we can investigate this claim First of all, please let us know which location this issue occurred Secondly, was the guest a part of a large party? We do add auto-gratuity for large parties
If a guest is a part of a large party, then the gratuity will be automatically added, even though they pay separately There is also a notice on the menu's indicating such The other possible reason may be, if a guest pays with a debit card and opts to leave cash gratuity, the bank of the debit card will hold 20% typically until the transaction clears Once the transaction clears, the additional funds that were held will be released This is common with debit card transactions We at no time allow our staff to add gratuity or alter a guest check that was not authorized If upon investigation we determine such incident has occurred, we will take disciplinary action on the staff member We want to resolve this as soon as possible, Please let us know if either of the above-mentioned situations apply We can pull the ticket, once we know which location was visited We would also like the last digits of card.Thank you again!

Sent: Monday, July 18, 2:PM Subject: Fwd: Revdex.com of Houston and South Texas- Complaint regarding Your Business #*** To Whom It May Concern: While it appears that the hostess did receive phone number another guest (not the complainant), we can't 100% validate that she took the
phone. We have reprimanded/terminated her for not following procedures for lost/found items The guests requests that we reimburse her for the phone We do want to offer a $gift card, for the inconvenience Thank you

At this point I believe there is falsification of information. Of the seven people in our party only one person's order was correct. We as a group did not almost make our young female server cry it was actually the manger who began to have an attitude with her and us. At the time of such terrible service we requested a new waitress because we could clearly see she was frazzled. As previously stated the waitress got our order correct as we asked her to read it back. The problem was in the kitchen and with the manager. Our group was full of professionals and no one made such remarks. We did not appreciate the managers unwillingness to provide a discount to our meals for to the rudeness and lack of service we received. He was actually outside talking a call when we left. It this cannot be resolved amicably I am willing to contact my attorney with statement from my lunch mates to address this matter further. I Do not believe my request is unreasonableRevdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
[Provide details of why you are not satisfied with this resolution.]
Regards,

In response to this complaint, we would like the opportunity to convey what was discovered during our investigation.  According to the manager, a couple of the complaining guests have visited this location several times having similar issues each time.  The server, who just got out of...

training, approached the table (party of 7) during the lunch period to get the drink order, which consisted of non-alcoholic and alcoholic beverages.  Since this was a Friday lunch, she did become a bit overwhelmed and was delivering drinks a few at a time.  The manager, Israel [redacted] stepped in to assist her, as he was called to the table by the guests.  He assisted with the Margarita order.  According to Mr. [redacted] one guests said one drink wasn't the same as the other one someone else had.  He replaced it.  Each time, he would ask the table if everything was okay.  They replied they were fine.  As the meal progressed, the table complained about the drinks, the food, extra items and the fact that another server brought the check to the table.  By thid time, the original server was so upset, the manager felt it best to let her stay away.  Israel addressed each issue one by one, while verifying each time that everyone was okay. Each time, they said they were fine, Then they continued to complain again.   He was called to the table six times.  When the bill arrived, the some guests became irate and didn't want to pay for their food and drinks.  They consumed all of the food and drinks according to the manager and witnesses.  They also belittled the server to the point that she began to cry.  The manager insisted that they pay for their meal.  Upon exiting the restaurant, someone in the party shouted profane remarks to the manager.  This guests also commented that when they complain at another location that we have in Midtown, they get their items for free. Someone in the party obviously was embarrassed by what was going on and left the server $5.  A guest at a nearby table approached the manager and stated that they witnessed how the server and manager were and that they were sorry.  This guests actually pulled $20 out of his pocket and gave it to the server because he felt humiliated for the server.  We take pride in treating all of our guests with respect and provide the best experience we can.  While mistakes happen, we do all we can to accommodate all of our guests in a reasonable and respectful manner.  It is also important to make sure our employees are treated in a respectful manner, as we are responsible to provide them a safe working environment.  We believe that no one should be verbally abused and/or belittled. We don't believe anything should be refunded, as they consumed their drinks and food.  We also don't believe any gift cards should be offered, since the guests were clear they didn't want to return.We thank you for the opportunity to offer our details to this incident.Cyclone Anaya's Mexican Kitchen