Shari's

Complaint: [redacted]I am rejecting this response because: We were not offered financial comp for service, I have card credit transaction for the charge of service. They offered complementary pie for my family , the waitress was not able to have manager address the problem. She attempted to assist my family with problem, the night manager chose not to address my family directly about the incident. 
In addition I was assured the area manager would follow up with my family I had spoken  with Shari's Corp. office.  April 27, 2016. I do not agree with the response and will be pursuing this further due to the lack response and treatment of my family by the manager working the night of April 24,2016! Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because:Of the following. Please see my written response: As you state that Shari’s Café & Pies take every guest complaint seriously, I want my complaint immediately forwarded to Bruce M[redacted], Chief Executive Officer and President of Shari’s Management Corporation. There was not a thorough investigation. There was NO sandwich throwing incident because I did NOT throw my sandwich. In addition to this, there were NO series of incidents, nor were there challenging situations. These are additional lies being told by your employees to protect the job of this waitress. As a loyal customer of the Garden Home location for over 45 years, I deserve excellent food, excellent service, and respect. You say that each guest is important to you, yet I am not being treated with respect and I am not important to you. My well- being includes being given excellent service – Not being treated like a piece of trash by a Millennial waitress.The day I went to the Garden Home location and ordered this sandwich, my Food Server was a female Millennial waitress. I am a senior guest who happens to be over-weight due to health conditions. I have survived Cancer, a Pulmonary Embolism, and Blood clots in both my legs in the past 2 years. I came to this Restaurant to be cheered up, not to be kicked in the face. This Millennial waitress was intentionally mean to me. She ignored me. She refused to give me any water. She scowled at me when I asked that my sandwich be fixed. She refused to take my pie order. She did not acknowledge me when I was telling her which pie I wanted. She did not ask me if I wanted any other food. She did not return to my table. She did not even give me a bill. I received no bill and no service, only looks of disgust. And, yet, during this same time, this Millennial waitress stood two feet from me giving excellent service to a young Millennial couple, spending lots of time talking to them, asking them if they wanted anything else, and giving them excellent service. As the waitress saw that I got up to leave, she was frantic, and ran back to the Manager and concocted the story of the sandwich throwing incident to save her job. It was an out and out lie, so she would not get into trouble. Mushrooming from that, other employees saw that this Millennial waitress got away with lying to Management, so they in turn lied by telling additional stories to save this waitress’s job with additional lies painting a picture that I have done other things wrong. None of this is true. I have integrity and I believe in honesty and this is why I have written this complaint. The CEO and President of Shari’s Café needs to know that he has employees working at the Garden Home location selectively ignoring customers, giving no service to customers, and lying to Management to protect their jobs. And Management does nothing to stop this. The Millennial waitress who lied about me has gotten other employees to lie for her to avoid discipline for failing to do her job. She only cares about other Millennial customers. She does not care about Senior Guests.  The policy of Shari’s Café, as posted on Linkedin, which is posted in the job requirements of Management and Food Servers and Memory Makers at Shari’s include Shari’s culture which is stated in four simple words: FOOD, INTEGRITY, TALENT, AND SERVICE. Quoting from www.linkedin.com/jobs for Shari’s Cafe, “Honor and integrity are woven into the way we approach our guests, coworkers and the business of food service. It can be summed up as ‘DO THE RIGHT THING”. We’re honest with ourselves and others. Truth is a powerful communication tool. Which is why we don’t assign blame, or make excuses. Instead, we work together in an open and respectful manner. It results in actions that solve problems, rather than intensity them”. Under SERVICE it says “our service goes above and beyond. They love serving others, have a heart of service, and provide a friendly atmosphere”. The Millennial food Server I got did NOT do the right thing. She was NOT honest with herself and others. She made excuses, did not do her job, blamed me, and lied to Management about this. She got away with this, signaling other employees at this location to do the exact same thing. Telling more lies, assigning blame to me, and concocting further dishonest stories. This has intensified the problem. I have been a loyal customer of this location for 45 years. My track record speaks for itself. It is mere common sense to process the fact that I have been going to this same location for 45 years and I acted appropriately. I believe in integrity and honesty. The only challenging situations I can think of, is that I expect the staff at this location to also exhibit honest behavior. I ordered a pie once and asked it to be cut. When I got home, I discovered that the pie was not cut. When I order food, I expect good food. When I am a Guest, I expect service and a bill. How can I pay my bill when I am not even given a bill?I am requesting that Bruce M[redacted], the CEO of Shari’s Café, uphold the policies of your company and Discipline this Waitress for her intentional mean behavior towards me in providing me no service, no bill, and then lying about it to Management by fabricating a story to save her job. I am also asking that  employee’s at this location be told that Senior Guests deserve excellent service just as much as Millennial Guests, and they don’t deserve to be lied about. I am requesting action from Mr. M[redacted] to uphold your company policies of Integrity, Honor, Honesty, and Service and “DO THE RIGHT THING”.I would like a written apology, reimbursement for my meal, a gift certificate, and permission to pick up take-out food at this location. Until these matters are resolved, there is no point in me sitting at this location and being lied about, being ignored, not getting any service, and not even getting a bill.   
Sincerely,
Dr. [redacted]

Shari's Management Corporation values each and every guest visit and is terribly sorry for any issues the guest had with their visit.
The situation was an unfortunate incident and we addressed it at various levels throughout our organization to the best of our abilities.  
 
We offered...

the guest financial compensation and she accepted it. We also apologized.  At this point, we consider this incident closed and really can't offer any thing else to the guest.
This is a closed issue as far as Shari's is concerned.

On 1/24 she called and spoke with server Alicia and ask for Wayne to call her, she gave us this number ([redacted])
Wayne made several phone call to her but the message machine would pick up and said the subscriber was not taking phone calls at this time.
Wednesday 2/3 Wayne sent her 20 dollars...

in BMGC’s and an apology letter.
[redacted]
Vancouver WA 98682
We still have not heard back for her at this time so we assume this complaint has been resolved
thanks

Dear Dr. [redacted],We are very sorry that you had a negative experience in our restaurant.  We are more than happy to refund the cost of your meal. Please send me a personal email with your address and I will make sure you are compensated. Unfortunately, due to incident in question as well as some past incidents in our restaurant you are no longer welcome.  We try very hard to please each and every guest.  However, we must balance that with protecting and supporting our staff.  We wish you the best but will not serve you in the future.Best,Joe A[redacted]Vice President, MarketingShari's Management Corporation

At Shari's Cafe & Pies we take every guest complaint seriously.  After thorough investigation our district manager and general manager for that location found a series of incidents that have us concerned for our staff's well being.  The restaurant staff has had a number of challenging...

situations with this guest culminating in the sandwich throwing incident.  As a result we have told the guest that they are no longer welcome in that location.  Each guest is important to us as well as our staff's safety.  We took both into consideration in coming to our decision.Joe A[redacted]Vice President, MarketingShari's Cafe & Pies

We've attempted in good faith to accommodate this complaint with a written apology and and a voucher for another visit. We called the complainant multiple times with the number provided in the complaint.
We consider this matter closed on this end.
michael k[redacted]
Vice President

Complaint: [redacted]I am rejecting this response because: Thank you for the lack of follow up and response in this incident.  Clearly there needs to proper training provided to staff in the following  sensitivity/ customer service and proper incident reporting training provide to the on-site staff and managment. 
As I stated I do not agree with the out come.   Sincerely,[redacted]

Thanks Revdex.com for assisting me with the complaint.

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.
I just received a phone call from Joe A[redacted], Vice President, a few days ago,  and he informed me that I am welcome to return to the Garden Home Location of Shari's Restaurant. Positive changes have been made to management.I would like to thank the corporate office for apologizing to me and I have received $30.00 of gift certificates in the mail to use. I recently went into the Garden Home Shari's and had fish and chips and shrimp and a salad. I received excellent service from my waitress and I had the opportunity to meet a new assistant manager who was very kind and cut my pies which I took home with me. The food was great!!! Thank you very much for resolving these problems. Shari's does have integrity and cares!
Sincerely, Dr. [redacted]