To Whom It May Concern: We have received the complaint of [redacted] dated January 4, 2015. We want to thank Ms. [redacted] for contacting Restaurant.com. We apologize that you are anything but pleased with our service. For over 15 years,...
Restaurant.com has been an established online marketing service for restaurants, currently working with thousands of independent operators across the country to grow their businesses. Our service is an innovative and cost-effective way for restaurant owners to advertise and market their restaurants at no up-front cost. Restaurant.com sends the customers into the restaurant by offering discounted promotional certificates to consumers on behalf of the restaurant, for which the consumer pays Restaurant.com directly. Each of the restaurants on our program enters into a binding contract with Restaurant.com, requesting that we offer certificates on behalf of the restaurant. The restaurant’s primary obligation under the contract is to honor the certificates when customers present them. Ms. [redacted] purchased certificates for several different restaurants. In October 2015, Ms. [redacted] used, and received the discount, for a $50 certificate for which she paid $8.50. Despite their obligations, a restaurant stated that they would not honor here. Restaurant.com is deeply disappointed by the restaurant’s actions and the discomfort those actions have caused you. Restaurant.com is committed to customer service and wants our consumers to be pleased with their purchases. We are issuing a refund totaling $14.40 for restaurants for which there could be issues. Our records show that the other restaurants, including [redacted] & [redacted] are still participating and honoring certificates when customers present them. In addition, Ms. [redacted] could also exchange the certificates for use at another participating restaurant. Our website lists over 30 participating restaurants within 30 miles of her zip code. The primary identifier in our database for our customers is their email address. We located Ms. [redacted]’s account under a different email address than the one provided in the Revdex.com Complaint. The email address Ms. [redacted] registered in our system is [redacted] In future communication, it would be helpful if Ms. [redacted] used this email address. Ms. [redacted] may contact [redacted] a customer service specialists, at [redacted] [redacted] will be happy answer any additional questions she may have. We are confident that Mr. [redacted] will enjoy her dining experience and the savings with using her Restaurant.com certificates. Thank you. Sincerely, [redacted] Restaurant.com
To Whom It May Concern: We have received the complaint of [redacted] (Revdex.com #[redacted]) dated March 28, 2016. We want to thank Mr[redacted] for contacting Restaurant.com regarding assistance with his account. For over 10 years, Restaurant.com has been an established online marketing...
service for restaurants, currently working with thousands of independent operators across the country to grow their businesses. Our service is an innovative and cost-effective way for restaurant owners to advertise and market their restaurants at no up-front cost. Restaurant.com sends customers into the restaurant by offering discounted promotional certificates to consumers on behalf of the restaurant, for which the consumer pays Restaurant.com directly. Mr[redacted] states that he purchased the eGift Cards on eBay. We want to advise Mr[redacted] that most of the eGift Cards offered for sale on eBay are not proper because they violate our terms and conditions which state that eGift Cards cannot be sold. Rather than eBay, Mr[redacted] should come to our website or respond to our promotional emails. Nevertheless, we want our customers to be satisfied with our services. On March 28, 2016, one of our customer service representatives was in contact with Mr[redacted] regarding his account. At that time, we issued a new $100 eGift Card to replace the two $50 gift cards that were not working. Our records show the $100 eGift Card has already been redeemed for dining certificates. Mr[redacted] may contact [redacted] at [redacted] to answer any further questions. Thank you. Sincerely, [redacted] Restaurant.com Tell us why here...
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.
However, just to keep the record straight, the "expedited delivery" Restaurant.com claimed was sent from Chicago on March 22nd did not reach my house in North Carolina until April 2, 2016. Pony Express could have gotten it here more quickly than that, and despite Restaurant.com's claims, I doubt it was actually "expedited." USPS says that delivery time should have been 3 days at most, not the 11 it actually took.Additionally, I am still disappointed with how long it took to resolve this and the fact that I needed to have the Revdex.com involved for over 2 months to compel the business to act. I will provide these gift cards (3.5 months later) to those who had expected them for Christmas, but I will not ever do business with this company again. And I will make sure to spread the word far and wide and often that while I did eventually receive the gift cards, it took 3.5 months and 2 actions by the Revdex.com to receive the gift cards. I would also like to make sure my original complaint shows as "company did not resolve the problem" since they did NOT with my first request for assistance. Thank you very much for your assistance in this matter. I truly believe the Revdex.com keeps companies like Restaurant.com from scamming customers. Unfortunately, I have heard of many more than just one person who has had this trouble with Restaurant.com. Lesson learned, and thank you again to the Revdex.com.
Sincerely,
[redacted]
To Whom It May Concern: We have received a complaint from [redacted] (Revdex.com#[redacted]) dated June 10, 2017, regarding the [redacted] [redacted] restaurant in Itasca, Illinios. Per the request, we have removed the restaurant from our website, stopped selling certificates and contacted customers...
with instruction on how they can exchange for use at another participating restaurant. [redacted] from Restaurant.com has been in contact with Ms. [redacted]. Ms. [redacted] can contact [redacted] at [redacted]@restaurant.com if she has any further questions. Thank you. Very truly yours, [redacted]
Restaurant.com
To Whom It May Concern: We have received the complaint of [redacted] (Revdex.com# 11623809) dated August 12, 2016. We want to thank Ms. [redacted] for contacting Restaurant.com. We apologize that you are anything but pleased with our service. For over 15 years,...
Restaurant.com has been an established online marketing service for restaurants, currently working with thousands of restaurant operators across the country to grow their businesses. Our service is an innovative and cost-effective way for restaurant owners to advertise and market their restaurants at no up-front cost. Restaurant.com sends the customers into the restaurant by offering discounted promotional certificates to consumers on behalf of the restaurant, for which the consumer pays Restaurant.com directly. Each of the restaurants on our program enters into a binding contract with Restaurant.com, requesting that we offer certificates on behalf of the restaurant. The restaurant’s primary obligation under the contract is to honor the certificates when customers present them. Ms. [redacted] previously used three certificates and saved over $50 on her meals. Ms. [redacted] apparently attempted to use a certificate but the restaurant did not honor it. This is contrary to their contractual obligations. Ms. [redacted] did not identify the restaurant where this occurred. Restaurant.com is deeply disappointed by the restaurant’s actions and the discomfort those actions have caused you. We are committed to outstanding customer service. That certificate has been exchanged for aRestaurant.com eGift Card of equivalent value. An eGift Card is equivalent to store credit. The redemption of the eGift Card for the restaurant specific certificate occurs electronically on our website. You redeem each $25 eGift Card for a $25 restaurant dining certificate. Here are the instructions on how to redeem an eGift Card: To Redeem your e-Gift card online 1. Go to http://redeem.restaurant.com. Enter the code above to create your shopping cart. 2. Search for restaurants in your area by zip code or state - there are thousands to choose from nationwide. Or you may select from exciting products and services offered through quality online retailers. 3. Add a restaurant specific Gift Certificate to your cart and check out. 4. Present the certificate using your mobile device, or print the gift certificate from your computer and take it to the restaurant. [redacted] one of our customer service specialists, will be contacting Ms. [redacted] about this situation. Ms. [redacted] can contact [redacted] at [redacted] and [redacted] will be happy to assist with the redemption of the eGift Card, assist with locating a restaurant, and to answer any additional questions Ms. [redacted] may have. We are confident that Ms. [redacted] will enjoy her dining experiences and the savings with using the Restaurant.com certificates. Thank you. Sincerely, [redacted] Restaurant.com Tell us why here...
Complaint: [redacted]
I am rejecting this response because: it is not just one restaurant that rejected the certificate, it has been numerous restaurants over the years which is while I have credits over $300 across two accounts. I bought certificate for numerous restaurants that have dropped out of the program which has resulted in a large credit that I cannot find adequate replacements for. Plus, I specifically bought certificats for restaurants I WANTED to go to not, I do not want to continuously have to swap out for restaurants that are not as appealing because those restaurants I wanted have not dropped out of the program. In the past few months, two restaurants I have numerous certificates for have dropped out - [redacted] The added restaurants are not as attractive and I don't want to be forced to make substandard choices to make up for those that drop out. I ask that restaurant.com reimburse me for the over $300 in credits I have as I see no other restaurants I want to substitute for the ones that have dropped out over the years - again why I have a huge credit balance. Also at one point, the Brownstone in Paterson, NJ joined the program and seemed to immediately drop out. I had bought at least $100 worth of certificates and the restaurant was not in program long enough to even use - I believe this was an error by restaurant.com but I have was again penalized by it. I do not accept their response at all. It's bait and switch as far as I can tell
Sincerely,
[redacted]
To Whom It May Concern: We have received the complaint of [redacted] (Revdex.com #[redacted]) dated February 27, 2016. Ms. [redacted] purchased 4 eGift Cards each with a face value of $25 (a total face value of $100). In the letter, Ms. [redacted] requests that the eGift Cards be exchanged...
for physical gift cards. In addition, Ms. [redacted] has questions about how to redeem and then use the Retaurant.com eGift Cards. For over 10 years, Restaurant.com has been an established online marketing service for restaurants, currently working with thousands of independent operators across the country to grow their businesses. Our service is an innovative and cost-effective way for restaurant owners to advertise and market their restaurants at no up-front cost. Restaurant.com sends customers into the restaurant by offering discounted promotional certificates to consumers on behalf of the restaurant, for which the consumer pays Restaurant.com directly. Per Ms. [redacted]’s request, [redacted], one of our customer service specialists, is converting the eGift Cards into physical gift cards. Ms. [redacted] should receive the gift cards within 10 days. A gift card is equivalent to store credit. A customer cannot use the Gift Card at the restaurant. Instead, Ms. [redacted] can redeem the eGift Card at our website for a restaurant specific certificate. It is the restaurant specific certificate that is used at the restaurant. Ms. [redacted] can redeem the eGift Card at one of our thousands of participating restaurants nationwide. The redemption is done on a value for value basis, i.e. for each $25 restaurant specific certificate obtained, the value of the eGift Card is reduced by $25. The Gift Card redemption for the restaurant specific certificate occurs electronically on our website. Here are the instructions on how to redeem an eGift Card: To Redeem your e-Gift card online 1. Go to http://redeem.restaurant.com. Enter the code above to create your shopping cart. 2. Search for restaurants in your area by zip code or state - there are thousands to choose from nationwide. Or you may select from exciting products and services offered through quality online retailers. 3. Add a restaurant specific Gift Certificate to your cart and check out. 4. Print the gift certificate from your computer and take it to the restaurant. Restaurant.com is committed to customer service and wants our consumers to be pleased with our services. Ms. [redacted] may contact [redacted] at [redacted] for assistance in redeeming the eGift Cards for restaurant specific certificates, and to answer any additional questions he may have. Sincerely, [redacted] Restaurant.com Tell us why here...
We have received the complaint of [redacted] (Revdex.com #[redacted]) dated October 15, 2015. We want to thank Mr. [redacted] for contacting Restaurant.com regarding assistance with accessing his account.
For over 10 years, Restaurant.com has been an established online...
marketing service for restaurants, currently working with thousands of independent operators across the country to grow their businesses. Our service is an innovative and cost-effective way for restaurant owners to advertise and market their restaurants at no up-front cost. Restaurant.com sends customers into the restaurant by offering discounted promotional certificates to consumers on behalf of the restaurant, for which the consumer pays Restaurant.com directly.
Mr. [redacted] purchased three certificates each with a face value of $25 ($75 total face value) for which he paid $10 each. Mr. [redacted] purchased and used two of the certificates in September 2015. Mr. [redacted] purchased the third certificate on October 23, 2015 (after he submitted this letter). The issues Mr. [redacted] was having with accessing his account appear to have been resolved. Mr. [redacted] can contact [redacted], one of our customer service specialists, at h[redacted]@restaurant.com if he has any further problems or other questions. Thank you.
Sincerely,
[redacted]
Restaurant.com
To Whom It May Concern: We have received a complaint from [redacted] (Revdex.com#[redacted]) regarding the [redacted] Noodle Company restaurant in Sarasota, Florida. Our records show the restaurant has been removed from our website. We also sent an email to customers who had a certificate...
for the restaurant with instructions on how to exchange for another participating restaurant. Mr. [redacted] can contact [redacted], a restaurant service specialist, at [redacted]@restaurant.com, if he has any further questions. Thank you. Very truly yours, [redacted] Restaurant.com Tell us why here...
To Whom It May Concern: We have received the complaint of [redacted] (Revdex.com # [redacted]) dated July 21, 2016. We want to thank Mr. [redacted] for contacting Restaurant.com. We apologize that you are anything but pleased with our service. The primary identifier in our...
database for our customers is their email address. The email Mr. [redacted] provided in the Revdex.com Complaint is not in our database. [redacted] one of our customer service specialists, contacted Mr. [redacted] to request additional information (such as the email address registered with Restaurant.com) so that we could look into this matter. Mr. [redacted] can contact [redacted] at [email protected]. I am confident that [redacted] will be able to resolve this matter with Mr. [redacted] directly. Thank you. Sincerely, [redacted] Restaurant.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution solved my immediate solution. However, I don't have any confidence in the online tool nor their help desk as I called 3 times and waited on hold for 15 mins without any answer. I did not receive any acknowledgement that these root cause problems will be investigated and resolved.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/04/09) */
To Whom It May Concern:
We have received the complaint of [redacted] (Revdex.com #XXXXXXXX) dated April 6, 2015. We want to thank [redacted] for contacting Restaurant.com regarding assistance with locating the eGift Cards credit in the...
account.
For over 10 years, Restaurant.com has been an established online marketing service for restaurants, currently working with thousands of independent operators across the country to grow their businesses. Our service is an innovative and cost-effective way for restaurant owners to advertise and market their restaurants at no up-front cost. Restaurant.com sends customers into the restaurant by offering discounted promotional certificates to consumers on behalf of the restaurant, for which the consumer pays Restaurant.com directly.
On April 7, 2015[redacted], one of our customer service specialists, sent an email to [redacted] providing instructions on how [redacted] can locate the credits which were provided in the form of eGift Cards. An eGift Card is equivalent to store credit. A customer cannot use an eGift Card at the restaurant. Instead, Mr.[redacted] can redeem the eGift Card at our website for a restaurant specific certificate. It is the restaurant specific certificate that is used at the restaurant. Our records show that [redacted] has redeemed the eGift Cards already.
[redacted] can reach[redacted] at [redacted]@restaurant.com for further assistance. Thank you.
Sincerely,
[redacted]
Restaurant.com
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.
Sincerely,
[redacted]
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.
Sincerely,
[redacted]
To Whom It May Concern: We have received a complaint from [redacted] (Revdex.com#[redacted] dated June 10, 2016, regarding the [redacted] restaurant in Houston, Texas. The restaurant began participating in the Restaurant.com program in October 2014. On June 17, 2016, per Mr. [redacted]...
request, Restaurant.com has removed the restaurant from our website and stopped selling certificates for the restaurant. We have also notified customers who had purchased a certificate for the restaurant with instructions on how they can exchange for use at another participating restaurant. For over 15 years, Restaurant.com has been an established online marketing service for restaurants, currently working with over 20,000 independent operators across the country to grow their businesses. Our service is an innovative and cost-efctive way for restaurant owners to advertise and market their restaurants at no up-front cost. The service works like this: A restaurant signs up with one of our restaurant consultants and Restaurant.com then builds the restaurant a custom website, hosts copies of the restaurant’s menus and pictures of the restaurant, provides a reservation service, advertises the restaurant throughout the Internet through search engine marketing and through partnerships with major corporations and portals, sends out surveys on the Internet and physically sends customers through the doors of the restaurant. Restaurant.com sends the customers into the restaurant by of**ring discounted promotional certificates to consumers on behalf of the restaurant, for which the consumer pays Restaurant.com directly. Mr. [redacted] can contact [redacted], at [redacted] if he has any further questions. Thank you. Very truly yours, [redacted] Restaurant.com
To Whom It May Concern:We have received the complaint of [redacted] (Revdex.com #[redacted]
dated November 20, 2015. [redacted] purchased $25 in Restaurant.com
credit in the form of a Restaurant.com eGift Card. In the letter, [redacted]
has questions about how to redeem and then use...
his Retaurant.com eGift Card.
For over 10 years, Restaurant.com has been an established
online marketing service for restaurants, currently working with thousands of
independent operators across the country to grow their businesses.
Our service is an innovative and cost-effective way for restaurant owners to
advertise and market their restaurants at no up-front cost. Restaurant.com
sends customers into the restaurant by offering discounted promotional
certificates to consumers on behalf of the restaurant, for which the consumer
pays Restaurant.com directly. An eGift Card is equivalent to store credit. A
customer cannot use an eGift Card at the restaurant. Instead, [redacted]an redeem the eGift Card at our website for a restaurant specific
certificate. It is the restaurant specific certificate that is used at
the restaurant. [redacted] can redeem the eGift Card at one of our
thousands of participating restaurants nationwide. The redemption of an eGift Card is done on a value for value
basis, i.e. a $25 Restaurant.com eGift Card is redeemed for a $25 restaurant
specific certificate. The discounts that Restaurant.com provides for the
certificates is done at the time the certificate is purchased, not at the time
the certificate is redeemed. For
example, a certificate with a face value of $25 can be purchased for $10. That face value cannot be used as “cash” to
purchase additional certificates.The redemption value of the eGift
Card is clearly explained in the terms and conditions which the customer must
accept prior to checkout. For
example, one of the terms for Restaurant.com eGift Cards provides: Restaurant.com
Gift Cards may be redeemed at the Site identified on the Gift Card for the
specified face value amount of a Restaurant Specific Certificate or Merchant
Certificate that Restaurant.com may offer for redemption at the time of
redemption.Before the consumer has the
opportunity to check out, the consumer must agree that you have read and agrees
to our site terms, the general terms of the certificate and the specific
restrictions on the certificate. The consumer need only click the link and
they will appear. All consumers accept these terms, including restaurant
restrictions, in order to check out. The eGift Card redemption for the restaurant specific
certificate occurs electronically on our website. Here are the instructions
on how to redeem an eGift Card:To Redeem your e-Gift card online1. Go to http:/[redacted] Enter the code above to
create your shopping cart.2. Search for restaurants in your
area by zip code or state - there are thousands to choose from nationwide. Or
you may select from exciting products and services offered through quality
online retailers.3. Add a restaurant specific Gift
Certificate to your cart and check out.4. Print the gift certificate from
your computer and take it to the restaurant. Restaurant.com is committed to customer
service and wants our consumers to be pleased with our services. In an
effort to provide over the top customer service, we have already provided [redacted] a free $25 Restaurant.com eGift Card. [redacted] may contact [redacted] one of our customer specialists, at [redacted] for any assistance,
and to answer any additional questions he may have. Sincerely,[redacted]Tell us why here...
Initial Business Response /* (1000, 5, 2015/04/27) */
To Whom It May Concern:
We have received the complaint of [redacted] (Revdex.com #XXXXXXXX) dated April 17, 2015. We want to thank Ms. [redacted] for contacting Restaurant.com regarding the use of a Restaurant certificate. Ms....
[redacted] states that she attempted to redeem one of the eGift Cards in her account, but was apparently unable to do so. Ms. [redacted] purchased a dining certificate which she then used for a discount off her meal at the restaurant. Ms. [redacted] requests a refund for the purchase of the dining certificate and to use one of her eGift Cards instead. We apologize that you are anything but pleased with our service.
We are not aware of any issues with the site which would have caused the issues Ms. [redacted] describes. [redacted], one of our customer service specialists, sent an email to Ms. [redacted] to identify the circumstances she described.
We are willing to use an eGift Card (and provide a corresponding refund of the purchase). We request that Ms. [redacted] contact[redacted] to confirm this request, and to help explain what happened on the site.
Ms. [redacted] should contact[redacted] at [redacted]@restaurant.com. We expect that Ms. [redacted] will continue to enjoy her dining experiences, and the savings, from using her Restaurant.com certificates. Thank you.
Sincerely,
[redacted]
Restaurant.com
Initial Consumer Rebuttal /* (3000, 7, 2015/05/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
On one hand, they say they are willing to use one of my already purchased eGift cards in exchange for the refund. Then they go on to ask me to contact[redacted] to explain the problem with the site. I explained this in my initial complaint.
So are they refunding me or asking me to prove there was a problem?
Final Business Response /* (4000, 9, 2015/05/14) */
To Whom It [redacted] Concern:
We have received additional correspondence from [redacted] (Revdex.com #XXXXXXXX). We want to thank Ms. [redacted] for contacting Restaurant.com regarding the use of a Restaurant certificate. Ms. [redacted] states that she attempted to redeem one of the eGift Cards in her account, but was apparently unable to do so. Ms. [redacted] purchased a dining certificate which she then used for a discount off her meal at the restaurant. Ms. [redacted] requests a refund for the purchase of the dining certificate and to use one of her eGift Cards instead.
Per her request, we have used an eGift Card (and provide a corresponding refund of the purchase). The refund should appear in her credit card in the next 3-5 business days.
Ms. [redacted] should contact[redacted] at [redacted]@restaurant.com if she has any further questions. We expect that Ms. [redacted] will continue to enjoy her dining experiences, and the savings, from using her Restaurant.com certificates. Thank you.
Sincerely,
[redacted]
Restaurant.com
Final Consumer Response /* (4200, 11, 2015/05/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Restaurant.com redeemed a $50 gift card in exchange for refunding my credit card $20!!!!
They did not tell me they were going to do this.
I have THREE gift cards in the amount of $10.00each and ONE gift card in the amount of $25.00, they could have used for the $20.00 exchange, but they chose to use the $50 gift card instead???
I was not aware they were going to do this and not sure how they came to this resolution. I would expect better communication- a discussion before action.
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.
Sincerely,
[redacted]
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 even though for no reason they refunded 2 cents less than they charged me. The whole purpose of this complaint was to make sure Restaurant.com realize that issuing restaurant certificate to consumers without restaurant permission is not ethical and it is embarrassment to consumers and restaurant.com. Also, I want this complaint to be recorded with Revdex.com so Restaurant.com be more careful next time by offering restaurant's certificate.At the end I would like to thank Revdex.com for their outstanding job to resolve big and small issues regarding consumers satisfaction. Happy Holidays and a Happy New Years to all of Revdex.com staffs.
Sincerely,
[redacted]
To Whom It May Concern: We have received the additional correspondence from [redacted] (Revdex.com#[redacted]). We want to thank Ms. [redacted] for contacting Restaurant.com. We apologize that you are anything but pleased with our service. For over 15 years, Restaurant.com has been an established online marketing service for restaurants, currently working with thousands of restaurant operators across the country to grow their businesses. Our service is an innovative and cost-effective way for restaurant owners to advertise and market their restaurants at no up-front cost. Restaurant.com sends the customers into the restaurant by offering discounted promotional certificates to consumers on behalf of the restaurant, for which the consumer pays Restaurant.com directly. On November 30, 2016, we issued a refund to Ms. [redacted]. Ms. [redacted] should see the refund to the pay method (e.g. credit card) she used for the original purpose. Ms. [redacted] can contact [redacted] a customer specialist, at [redacted] if she has any further questions. Thank you. Sincerely, [redacted] Restaurant.com Tell us why here...
To Whom It May Concern: We have received the complaint of [redacted] dated January 4, 2015. We want to thank Ms. [redacted] for contacting Restaurant.com. We apologize that you are anything but pleased with our service. For over 15 years,...
Restaurant.com has been an established online marketing service for restaurants, currently working with thousands of independent operators across the country to grow their businesses. Our service is an innovative and cost-effective way for restaurant owners to advertise and market their restaurants at no up-front cost. Restaurant.com sends the customers into the restaurant by offering discounted promotional certificates to consumers on behalf of the restaurant, for which the consumer pays Restaurant.com directly. Each of the restaurants on our program enters into a binding contract with Restaurant.com, requesting that we offer certificates on behalf of the restaurant. The restaurant’s primary obligation under the contract is to honor the certificates when customers present them. Ms. [redacted] purchased certificates for several different restaurants. In October 2015, Ms. [redacted] used, and received the discount, for a $50 certificate for which she paid $8.50. Despite their obligations, a restaurant stated that they would not honor here. Restaurant.com is deeply disappointed by the restaurant’s actions and the discomfort those actions have caused you. Restaurant.com is committed to customer service and wants our consumers to be pleased with their purchases. We are issuing a refund totaling $14.40 for restaurants for which there could be issues. Our records show that the other restaurants, including [redacted] & [redacted] are still participating and honoring certificates when customers present them. In addition, Ms. [redacted] could also exchange the certificates for use at another participating restaurant. Our website lists over 30 participating restaurants within 30 miles of her zip code. The primary identifier in our database for our customers is their email address. We located Ms. [redacted]’s account under a different email address than the one provided in the Revdex.com Complaint. The email address Ms. [redacted] registered in our system is [redacted] In future communication, it would be helpful if Ms. [redacted] used this email address. Ms. [redacted] may contact [redacted] a customer service specialists, at [redacted] [redacted] will be happy answer any additional questions she may have. We are confident that Mr. [redacted] will enjoy her dining experience and the savings with using her Restaurant.com certificates. Thank you. Sincerely, [redacted] Restaurant.com
To Whom It May Concern: We have received the complaint of [redacted] (Revdex.com #[redacted]) dated March 28, 2016. We want to thank Mr[redacted] for contacting Restaurant.com regarding assistance with his account. For over 10 years, Restaurant.com has been an established online marketing...
service for restaurants, currently working with thousands of independent operators across the country to grow their businesses. Our service is an innovative and cost-effective way for restaurant owners to advertise and market their restaurants at no up-front cost. Restaurant.com sends customers into the restaurant by offering discounted promotional certificates to consumers on behalf of the restaurant, for which the consumer pays Restaurant.com directly. Mr[redacted] states that he purchased the eGift Cards on eBay. We want to advise Mr[redacted] that most of the eGift Cards offered for sale on eBay are not proper because they violate our terms and conditions which state that eGift Cards cannot be sold. Rather than eBay, Mr[redacted] should come to our website or respond to our promotional emails. Nevertheless, we want our customers to be satisfied with our services. On March 28, 2016, one of our customer service representatives was in contact with Mr[redacted] regarding his account. At that time, we issued a new $100 eGift Card to replace the two $50 gift cards that were not working. Our records show the $100 eGift Card has already been redeemed for dining certificates. Mr[redacted] may contact [redacted] at [redacted] to answer any further questions. Thank you. Sincerely, [redacted] Restaurant.com Tell us why here...
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.
However, just to keep the record straight, the "expedited delivery" Restaurant.com claimed was sent from Chicago on March 22nd did not reach my house in North Carolina until April 2, 2016. Pony Express could have gotten it here more quickly than that, and despite Restaurant.com's claims, I doubt it was actually "expedited." USPS says that delivery time should have been 3 days at most, not the 11 it actually took.Additionally, I am still disappointed with how long it took to resolve this and the fact that I needed to have the Revdex.com involved for over 2 months to compel the business to act. I will provide these gift cards (3.5 months later) to those who had expected them for Christmas, but I will not ever do business with this company again. And I will make sure to spread the word far and wide and often that while I did eventually receive the gift cards, it took 3.5 months and 2 actions by the Revdex.com to receive the gift cards. I would also like to make sure my original complaint shows as "company did not resolve the problem" since they did NOT with my first request for assistance. Thank you very much for your assistance in this matter. I truly believe the Revdex.com keeps companies like Restaurant.com from scamming customers. Unfortunately, I have heard of many more than just one person who has had this trouble with Restaurant.com. Lesson learned, and thank you again to the Revdex.com.
Sincerely,
[redacted]
To Whom It May Concern: We have received a complaint from [redacted] (Revdex.com#[redacted]) dated June 10, 2017, regarding the [redacted] [redacted] restaurant in Itasca, Illinios. Per the request, we have removed the restaurant from our website, stopped selling certificates and contacted customers...
with instruction on how they can exchange for use at another participating restaurant. [redacted] from Restaurant.com has been in contact with Ms. [redacted]. Ms. [redacted] can contact [redacted] at [redacted]@restaurant.com if she has any further questions. Thank you. Very truly yours, [redacted]
Restaurant.com
To Whom It May Concern: We have received the complaint of [redacted] (Revdex.com# 11623809) dated August 12, 2016. We want to thank Ms. [redacted] for contacting Restaurant.com. We apologize that you are anything but pleased with our service. For over 15 years,...
Restaurant.com has been an established online marketing service for restaurants, currently working with thousands of restaurant operators across the country to grow their businesses. Our service is an innovative and cost-effective way for restaurant owners to advertise and market their restaurants at no up-front cost. Restaurant.com sends the customers into the restaurant by offering discounted promotional certificates to consumers on behalf of the restaurant, for which the consumer pays Restaurant.com directly. Each of the restaurants on our program enters into a binding contract with Restaurant.com, requesting that we offer certificates on behalf of the restaurant. The restaurant’s primary obligation under the contract is to honor the certificates when customers present them. Ms. [redacted] previously used three certificates and saved over $50 on her meals. Ms. [redacted] apparently attempted to use a certificate but the restaurant did not honor it. This is contrary to their contractual obligations. Ms. [redacted] did not identify the restaurant where this occurred. Restaurant.com is deeply disappointed by the restaurant’s actions and the discomfort those actions have caused you. We are committed to outstanding customer service. That certificate has been exchanged for aRestaurant.com eGift Card of equivalent value. An eGift Card is equivalent to store credit. The redemption of the eGift Card for the restaurant specific certificate occurs electronically on our website. You redeem each $25 eGift Card for a $25 restaurant dining certificate. Here are the instructions on how to redeem an eGift Card: To Redeem your e-Gift card online 1. Go to http://redeem.restaurant.com. Enter the code above to create your shopping cart. 2. Search for restaurants in your area by zip code or state - there are thousands to choose from nationwide. Or you may select from exciting products and services offered through quality online retailers. 3. Add a restaurant specific Gift Certificate to your cart and check out. 4. Present the certificate using your mobile device, or print the gift certificate from your computer and take it to the restaurant. [redacted] one of our customer service specialists, will be contacting Ms. [redacted] about this situation. Ms. [redacted] can contact [redacted] at [redacted] and [redacted] will be happy to assist with the redemption of the eGift Card, assist with locating a restaurant, and to answer any additional questions Ms. [redacted] may have. We are confident that Ms. [redacted] will enjoy her dining experiences and the savings with using the Restaurant.com certificates. Thank you. Sincerely, [redacted] Restaurant.com Tell us why here...
Complaint: [redacted]
I am rejecting this response because: it is not just one restaurant that rejected the certificate, it has been numerous restaurants over the years which is while I have credits over $300 across two accounts. I bought certificate for numerous restaurants that have dropped out of the program which has resulted in a large credit that I cannot find adequate replacements for. Plus, I specifically bought certificats for restaurants I WANTED to go to not, I do not want to continuously have to swap out for restaurants that are not as appealing because those restaurants I wanted have not dropped out of the program. In the past few months, two restaurants I have numerous certificates for have dropped out - [redacted] The added restaurants are not as attractive and I don't want to be forced to make substandard choices to make up for those that drop out. I ask that restaurant.com reimburse me for the over $300 in credits I have as I see no other restaurants I want to substitute for the ones that have dropped out over the years - again why I have a huge credit balance. Also at one point, the Brownstone in Paterson, NJ joined the program and seemed to immediately drop out. I had bought at least $100 worth of certificates and the restaurant was not in program long enough to even use - I believe this was an error by restaurant.com but I have was again penalized by it. I do not accept their response at all. It's bait and switch as far as I can tell
Sincerely,
[redacted]
To Whom It May Concern: We have received the complaint of [redacted] (Revdex.com #[redacted]) dated February 27, 2016. Ms. [redacted] purchased 4 eGift Cards each with a face value of $25 (a total face value of $100). In the letter, Ms. [redacted] requests that the eGift Cards be exchanged...
for physical gift cards. In addition, Ms. [redacted] has questions about how to redeem and then use the Retaurant.com eGift Cards. For over 10 years, Restaurant.com has been an established online marketing service for restaurants, currently working with thousands of independent operators across the country to grow their businesses. Our service is an innovative and cost-effective way for restaurant owners to advertise and market their restaurants at no up-front cost. Restaurant.com sends customers into the restaurant by offering discounted promotional certificates to consumers on behalf of the restaurant, for which the consumer pays Restaurant.com directly. Per Ms. [redacted]’s request, [redacted], one of our customer service specialists, is converting the eGift Cards into physical gift cards. Ms. [redacted] should receive the gift cards within 10 days. A gift card is equivalent to store credit. A customer cannot use the Gift Card at the restaurant. Instead, Ms. [redacted] can redeem the eGift Card at our website for a restaurant specific certificate. It is the restaurant specific certificate that is used at the restaurant. Ms. [redacted] can redeem the eGift Card at one of our thousands of participating restaurants nationwide. The redemption is done on a value for value basis, i.e. for each $25 restaurant specific certificate obtained, the value of the eGift Card is reduced by $25. The Gift Card redemption for the restaurant specific certificate occurs electronically on our website. Here are the instructions on how to redeem an eGift Card: To Redeem your e-Gift card online 1. Go to http://redeem.restaurant.com. Enter the code above to create your shopping cart. 2. Search for restaurants in your area by zip code or state - there are thousands to choose from nationwide. Or you may select from exciting products and services offered through quality online retailers. 3. Add a restaurant specific Gift Certificate to your cart and check out. 4. Print the gift certificate from your computer and take it to the restaurant. Restaurant.com is committed to customer service and wants our consumers to be pleased with our services. Ms. [redacted] may contact [redacted] at [redacted] for assistance in redeeming the eGift Cards for restaurant specific certificates, and to answer any additional questions he may have. Sincerely, [redacted] Restaurant.com Tell us why here...
To Whom It May Concern:
We have received the complaint of [redacted] (Revdex.com #[redacted]) dated October 15, 2015. We want to thank Mr. [redacted] for contacting Restaurant.com regarding assistance with accessing his account.
For over 10 years, Restaurant.com has been an established online...
marketing service for restaurants, currently working with thousands of independent operators across the country to grow their businesses. Our service is an innovative and cost-effective way for restaurant owners to advertise and market their restaurants at no up-front cost. Restaurant.com sends customers into the restaurant by offering discounted promotional certificates to consumers on behalf of the restaurant, for which the consumer pays Restaurant.com directly.
Mr. [redacted] purchased three certificates each with a face value of $25 ($75 total face value) for which he paid $10 each. Mr. [redacted] purchased and used two of the certificates in September 2015. Mr. [redacted] purchased the third certificate on October 23, 2015 (after he submitted this letter). The issues Mr. [redacted] was having with accessing his account appear to have been resolved. Mr. [redacted] can contact [redacted], one of our customer service specialists, at h[redacted]@restaurant.com if he has any further problems or other questions. Thank you.
Sincerely,
[redacted]
Restaurant.com
To Whom It May Concern: We have received a complaint from [redacted] (Revdex.com#[redacted]) regarding the [redacted] Noodle Company restaurant in Sarasota, Florida. Our records show the restaurant has been removed from our website. We also sent an email to customers who had a certificate...
for the restaurant with instructions on how to exchange for another participating restaurant. Mr. [redacted] can contact [redacted], a restaurant service specialist, at [redacted]@restaurant.com, if he has any further questions. Thank you. Very truly yours, [redacted] Restaurant.com Tell us why here...
To Whom It May Concern: We have received the complaint of [redacted] (Revdex.com # [redacted]) dated July 21, 2016. We want to thank Mr. [redacted] for contacting Restaurant.com. We apologize that you are anything but pleased with our service. The primary identifier in our...
database for our customers is their email address. The email Mr. [redacted] provided in the Revdex.com Complaint is not in our database. [redacted] one of our customer service specialists, contacted Mr. [redacted] to request additional information (such as the email address registered with Restaurant.com) so that we could look into this matter. Mr. [redacted] can contact [redacted] at [email protected]. I am confident that [redacted] will be able to resolve this matter with Mr. [redacted] directly. Thank you. Sincerely, [redacted] Restaurant.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution solved my immediate solution. However, I don't have any confidence in the online tool nor their help desk as I called 3 times and waited on hold for 15 mins without any answer. I did not receive any acknowledgement that these root cause problems will be investigated and resolved.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/04/09) */
To Whom It May Concern:
We have received the complaint of [redacted] (Revdex.com #XXXXXXXX) dated April 6, 2015. We want to thank [redacted] for contacting Restaurant.com regarding assistance with locating the eGift Cards credit in the...
account.
For over 10 years, Restaurant.com has been an established online marketing service for restaurants, currently working with thousands of independent operators across the country to grow their businesses. Our service is an innovative and cost-effective way for restaurant owners to advertise and market their restaurants at no up-front cost. Restaurant.com sends customers into the restaurant by offering discounted promotional certificates to consumers on behalf of the restaurant, for which the consumer pays Restaurant.com directly.
On April 7, 2015[redacted], one of our customer service specialists, sent an email to [redacted] providing instructions on how [redacted] can locate the credits which were provided in the form of eGift Cards. An eGift Card is equivalent to store credit. A customer cannot use an eGift Card at the restaurant. Instead, Mr.[redacted] can redeem the eGift Card at our website for a restaurant specific certificate. It is the restaurant specific certificate that is used at the restaurant. Our records show that [redacted] has redeemed the eGift Cards already.
[redacted] can reach[redacted] at [redacted]@restaurant.com for further assistance. Thank you.
Sincerely,
[redacted]
Restaurant.com
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.
Sincerely,
[redacted]
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.
Sincerely,
[redacted]
To Whom It May Concern: We have received a complaint from [redacted] (Revdex.com#[redacted] dated June 10, 2016, regarding the [redacted] restaurant in Houston, Texas. The restaurant began participating in the Restaurant.com program in October 2014. On June 17, 2016, per Mr. [redacted]...
ctive way for restaurant owners to advertise and market their restaurants at no up-front cost. The service works like this: A restaurant signs up with one of our restaurant consultants and Restaurant.com then builds the restaurant a custom website, hosts copies of the restaurant’s menus and pictures of the restaurant, provides a reservation service, advertises the restaurant throughout the Internet through search engine marketing and through partnerships with major corporations and portals, sends out surveys on the Internet and physically sends customers through the doors of the restaurant. Restaurant.com sends the customers into the restaurant by of**ring discounted promotional certificates to consumers on behalf of the restaurant, for which the consumer pays Restaurant.com directly. Mr. [redacted] can contact [redacted], at [redacted] if he has any further questions. Thank you. Very truly yours, [redacted] Restaurant.com
request, Restaurant.com has removed the restaurant from our website and stopped selling certificates for the restaurant. We have also notified customers who had purchased a certificate for the restaurant with instructions on how they can exchange for use at another participating restaurant. For over 15 years, Restaurant.com has been an established online marketing service for restaurants, currently working with over 20,000 independent operators across the country to grow their businesses. Our service is an innovative and cost-ef
To Whom It May Concern:We have received the complaint of [redacted] (Revdex.com #[redacted]
dated November 20, 2015. [redacted] purchased $25 in Restaurant.com
credit in the form of a Restaurant.com eGift Card. In the letter, [redacted]
has questions about how to redeem and then use...
his Retaurant.com eGift Card.
For over 10 years, Restaurant.com has been an established
online marketing service for restaurants, currently working with thousands of
independent operators across the country to grow their businesses.
Our service is an innovative and cost-effective way for restaurant owners to
advertise and market their restaurants at no up-front cost. Restaurant.com
sends customers into the restaurant by offering discounted promotional
certificates to consumers on behalf of the restaurant, for which the consumer
pays Restaurant.com directly. An eGift Card is equivalent to store credit. A
customer cannot use an eGift Card at the restaurant. Instead, [redacted]an redeem the eGift Card at our website for a restaurant specific
certificate. It is the restaurant specific certificate that is used at
the restaurant. [redacted] can redeem the eGift Card at one of our
thousands of participating restaurants nationwide. The redemption of an eGift Card is done on a value for value
basis, i.e. a $25 Restaurant.com eGift Card is redeemed for a $25 restaurant
specific certificate. The discounts that Restaurant.com provides for the
certificates is done at the time the certificate is purchased, not at the time
the certificate is redeemed. For
example, a certificate with a face value of $25 can be purchased for $10. That face value cannot be used as “cash” to
purchase additional certificates.The redemption value of the eGift
Card is clearly explained in the terms and conditions which the customer must
accept prior to checkout. For
example, one of the terms for Restaurant.com eGift Cards provides: Restaurant.com
Gift Cards may be redeemed at the Site identified on the Gift Card for the
specified face value amount of a Restaurant Specific Certificate or Merchant
Certificate that Restaurant.com may offer for redemption at the time of
redemption.Before the consumer has the
opportunity to check out, the consumer must agree that you have read and agrees
to our site terms, the general terms of the certificate and the specific
restrictions on the certificate. The consumer need only click the link and
they will appear. All consumers accept these terms, including restaurant
restrictions, in order to check out. The eGift Card redemption for the restaurant specific
certificate occurs electronically on our website. Here are the instructions
on how to redeem an eGift Card:To Redeem your e-Gift card online1. Go to http:/[redacted] Enter the code above to
create your shopping cart.2. Search for restaurants in your
area by zip code or state - there are thousands to choose from nationwide. Or
you may select from exciting products and services offered through quality
online retailers.3. Add a restaurant specific Gift
Certificate to your cart and check out.4. Print the gift certificate from
your computer and take it to the restaurant. Restaurant.com is committed to customer
service and wants our consumers to be pleased with our services. In an
effort to provide over the top customer service, we have already provided [redacted] a free $25 Restaurant.com eGift Card. [redacted] may contact [redacted] one of our customer specialists, at [redacted] for any assistance,
and to answer any additional questions he may have. Sincerely,[redacted]Tell us why here...
Initial Business Response /* (1000, 5, 2015/04/27) */
To Whom It May Concern:
We have received the complaint of [redacted] (Revdex.com #XXXXXXXX) dated April 17, 2015. We want to thank Ms. [redacted] for contacting Restaurant.com regarding the use of a Restaurant certificate. Ms....
[redacted] states that she attempted to redeem one of the eGift Cards in her account, but was apparently unable to do so. Ms. [redacted] purchased a dining certificate which she then used for a discount off her meal at the restaurant. Ms. [redacted] requests a refund for the purchase of the dining certificate and to use one of her eGift Cards instead. We apologize that you are anything but pleased with our service.
We are not aware of any issues with the site which would have caused the issues Ms. [redacted] describes. [redacted], one of our customer service specialists, sent an email to Ms. [redacted] to identify the circumstances she described.
We are willing to use an eGift Card (and provide a corresponding refund of the purchase). We request that Ms. [redacted] contact[redacted] to confirm this request, and to help explain what happened on the site.
Ms. [redacted] should contact[redacted] at [redacted]@restaurant.com. We expect that Ms. [redacted] will continue to enjoy her dining experiences, and the savings, from using her Restaurant.com certificates. Thank you.
Sincerely,
[redacted]
Restaurant.com
Initial Consumer Rebuttal /* (3000, 7, 2015/05/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
On one hand, they say they are willing to use one of my already purchased eGift cards in exchange for the refund. Then they go on to ask me to contact[redacted] to explain the problem with the site. I explained this in my initial complaint.
So are they refunding me or asking me to prove there was a problem?
Final Business Response /* (4000, 9, 2015/05/14) */
To Whom It [redacted] Concern:
We have received additional correspondence from [redacted] (Revdex.com #XXXXXXXX). We want to thank Ms. [redacted] for contacting Restaurant.com regarding the use of a Restaurant certificate. Ms. [redacted] states that she attempted to redeem one of the eGift Cards in her account, but was apparently unable to do so. Ms. [redacted] purchased a dining certificate which she then used for a discount off her meal at the restaurant. Ms. [redacted] requests a refund for the purchase of the dining certificate and to use one of her eGift Cards instead.
Per her request, we have used an eGift Card (and provide a corresponding refund of the purchase). The refund should appear in her credit card in the next 3-5 business days.
Ms. [redacted] should contact[redacted] at [redacted]@restaurant.com if she has any further questions. We expect that Ms. [redacted] will continue to enjoy her dining experiences, and the savings, from using her Restaurant.com certificates. Thank you.
Sincerely,
[redacted]
Restaurant.com
Final Consumer Response /* (4200, 11, 2015/05/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Restaurant.com redeemed a $50 gift card in exchange for refunding my credit card $20!!!!
They did not tell me they were going to do this.
I have THREE gift cards in the amount of $10.00each and ONE gift card in the amount of $25.00, they could have used for the $20.00 exchange, but they chose to use the $50 gift card instead???
I was not aware they were going to do this and not sure how they came to this resolution. I would expect better communication- a discussion before action.
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.
Sincerely,
[redacted]
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 even though for no reason they refunded 2 cents less than they charged me. The whole purpose of this complaint was to make sure Restaurant.com realize that issuing restaurant certificate to consumers without restaurant permission is not ethical and it is embarrassment to consumers and restaurant.com. Also, I want this complaint to be recorded with Revdex.com so Restaurant.com be more careful next time by offering restaurant's certificate.At the end I would like to thank Revdex.com for their outstanding job to resolve big and small issues regarding consumers satisfaction. Happy Holidays and a Happy New Years to all of Revdex.com staffs.
Sincerely,
[redacted]
To Whom It May Concern: We have received the additional correspondence from [redacted] (Revdex.com#[redacted]). We want to thank Ms. [redacted] for contacting Restaurant.com. We apologize that you are anything but pleased with our service. For over 15 years, Restaurant.com has been an established online marketing service for restaurants, currently working with thousands of restaurant operators across the country to grow their businesses. Our service is an innovative and cost-effective way for restaurant owners to advertise and market their restaurants at no up-front cost. Restaurant.com sends the customers into the restaurant by offering discounted promotional certificates to consumers on behalf of the restaurant, for which the consumer pays Restaurant.com directly. On November 30, 2016, we issued a refund to Ms. [redacted]. Ms. [redacted] should see the refund to the pay method (e.g. credit card) she used for the original purpose. Ms. [redacted] can contact [redacted] a customer specialist, at [redacted] if she has any further questions. Thank you. Sincerely, [redacted] Restaurant.com Tell us why here...