Ruth's Chris

Friday, November 20, 2015Dear Sir/Madam:This is in response to the complaint presented in a letter received by mail on Wednesday, November Case # ID ***.The complaint stated that we have overcharged the guest who hosted an event at our restaurant in ArlingtonThis is not a true statement
Our Sales Manager discussed the booking of the event with the husband both through phone and email and sent a contract that was signed and returned by the host, along with the security deposit of $On the signed contract and through the communication it was clear that there was a $food & beverage minimum that needed to be met This is before tax and gratuity.On the night of the event there were less guests attending than anticipated by the hostThe host was notified that the current balance of the group's check was not meeting the F&B minimumThere was some discussion that night about the F&B minimumWe held to the full amount of the F&B minimum as stated in the signed contract, credited the $deposit and presented the check to the hostAt that point, it was requested that there be separate checks for the guestsWhen the check was split up for the guests, we failed to re-credit the $deposit in errorThat error has been cleared up with the hostWhen we added up all the payments collected from the different separate checks, we also noted that we were shorted $from the total amount due.The wife of the person that our Sales Manager had communicated with sent an email the next day and said that our Sales Manager had told them on a call that we said the F&B minimum would not apply to their group because the number of guests had decreasedUnfortunately that is not how we conduct business and would have sent out another contract stipulating that there was no F&B minimumThere must have been some misunderstanding for the host to believe that the minimum no longer applied.We did speak with the wife of the host and told her we would refund half of her unmet minimum of $436, which was $218, even though we were entitled to the entire amount per the signed contractWe were fully booked for that evening and were on a wait for most of the nightWe would have easily booked the tables so splitting the unmet minimum was a very fair decision, but she was not satisfied with that.At this point, I called her on Tuesday, November and spoke with herI told her that I agreed with the decision of the management team to refund her half of the F&B minimum and that I believed that was a fair compromiseShe thanked me but also told me that she was going to elevate it furtherI called her back a short while later and told her that my final offer was to refund her $That included our lost costs and the $that was shorted on the group's checkShe was driving at the time and asked me to send that to her in an email with my contact informationI told her I would have the restaurant GM do that because we would have to get the credit card information from her in a secure email address in order to credit her credit cardThat email was sent by the General Manager and we have yet to receive a response.I believe we have acted in a fair and upfrontmanner regarding this eventWe have a clear and signed contract by the host of the event and yet still offered to refund part of the money spent as a gesture of good will, which we are still willing to do if we can get the credit card information through our proper PCI compliant channelsAs I explained to the wife of the host, we do not have access to any credit card information when it is swiped into our terminals.Please feel free to contact me with any further questions and I look forward to resolving the matte for the guest, Sincerely,DoranneRegional Vice President Ruth's Chris Steak House

Friday, November 20, 2015Dear Sir/Madam:This is in response to the complaint presented in a letter received by mail on Wednesday, November Case # ID ***.The complaint stated that we have overcharged the guest who hosted an event at our restaurant in ArlingtonThis is not a
true statementOur Sales Manager discussed the booking of the event with the husband both through phone and email and sent a contract that was signed and returned by the host, along with the security deposit of $On the signed contract and through the communication it was clear that there was a $food & beverage minimum that needed to be met This is before tax and gratuity.On the night of the event there were less guests attending than anticipated by the hostThe host was notified that the current balance of the group's check was not meeting the F&B minimumThere was some discussion that night about the F&B minimumWe held to the full amount of the F&B minimum as stated in the signed contract, credited the $deposit and presented the check to the hostAt that point, it was requested that there be separate checks for the guestsWhen the check was split up for the guests, we failed to re-credit the $deposit in errorThat error has been cleared up with the hostWhen we added up all the payments collected from the different separate checks, we also noted that we were shorted $from the total amount due.The wife of the person that our Sales Manager had communicated with sent an email the next day and said that our Sales Manager had told them on a call that we said the F&B minimum would not apply to their group because the number of guests had decreasedUnfortunately that is not how we conduct business and would have sent out another contract stipulating that there was no F&B minimumThere must have been some misunderstanding for the host to believe that the minimum no longer appliedWe did speak with the wife of the host and told her we would refund half of her unmet minimum of $436, which was $218, even though we were entitled to the entire amount per the signed contractWe were fully booked for that evening and were on a wait for most of the nightWe would have easily booked the tables so splitting the unmet minimum was a very fair decision, but she was not satisfied with thatAt this point, I called her on Tuesday, November and spoke with herI told her that I agreed with the decision of the management team to refund her half of the F&B minimum and that I believed that was a fair compromiseShe thanked me but also told me that she was going to elevate it furtherI called her back a short while later and told her that my final offer was to refund her $That included our lost costs and the $that was shorted on the group's checkShe was driving at the time and asked me to send that to her in an email with my contact informationI told her I would have the restaurant GM do that because we would have to get the credit card information from her in a secure email address in order to credit her credit cardThat email was sent by the General Manager and we have yet to receive a responseI believe we have acted in a fair and upfrontmanner regarding this eventWe have a clear and signed contract by the host of the event and yet still offered to refund part of the money spent as a gesture of good will, which we are still willing to do if we can get the credit card information through our proper PCI compliant channelsAs I explained to the wife of the host, we do not have access to any credit card information when it is swiped into our terminalsPlease feel free to contact me with any further questions and I look forward to resolving the matte for the guest,
Sincerely,
Doranne
Regional Vice President Ruth's Chris Steak House