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Sizzler Restaurant

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Sizzler Restaurant Reviews (2)

Review: The manager was very rude,the salid bar chicken upset my stomach and then the manager was very rude and gave me anxioty causing me to throw up uncontrollably in the restroom,I asked for a refund on my plate only and the manager accused me of cursing towards his waitres witch a absalutly did not was even ruder and denied me sny refundDesired Settlement: I contacted the district manager asked for a refund and he accused me of being disrespectfull for vomitting and said the Revdex.com arent gonna care what I have to say,,I did not eat the or did I take any of it with me other than what I ate prior from the salid bar and took pictures or the vomitt too,, I just want a refund, I have the reciept for $42.72

Business

Response:

Company states: This consumer was very rude and using foul language with our server. We explained that you can not get food poisoning from a minute or two of eating the food. We follow a strict guidelines of taking food temp. and keeping food our for a specific period of time. We wanted to work with the consumer but then as they were leaving they had told the manager that they had left a "gift" and threw up in the bathroom.

Review: I was a first time visitor to Sizzler on 6009 Florin Rd. Sacramento, Ca. 95823 on May 18, 2014 and I was accused of stealing. The accusation was extremely far-fetched, considering the fact that I have two receipts indicating the amounts that the young lady charged my credit card. I was approached aggressively, negatively and unprofessionally in a public forum by manager Tyler and accused of being a thief and a liar. As a parent, it is essential that I set an example for my child by not getting loud, and in doing so, Tyler the manager accused me of stealing, humiliated me in front of other customers and my child, and assassinated my character. This was a surreal moment, especially since this is 2014.According to the RM [redacted], We have been cracking down on that location because of people sharing food. I was addressed negatively in an open forum because of issues the restaurant experienced prior, that had absolutely nothing to do with me. I believe this is referred to as stereotyping and racial profiling. This is a serious offense. When I refused to pay more, I was told, You got to get up out of here; and to add insult to injury, I asked for a refund, and or the food that I paid for; I was told emphatically, Thats not going to happen! I was asked to leave the restaurant without a refund, or the food that I paid for. I understand that merchants have rights, I am a tax paying citizen and I have rights too. Accused of stealing, public humiliation, character assassination, stereotyping and racial profiling. I will not be silenced with an offer of food coupons. This could happen to you and your child.PLEASE HELP ME SEND A MESSAGE TO SIZZLER.!!!!!DO NOT EAT HERE!!!!Desired Settlement: I am requesting that all of the money that I paid to your restaurant be returned to me, which is a total of $23.93. I am not sure how to attach an amount to what I experienced; however, I am also requesting the sum of $50,000; for accusing me of stealing, for humiliation that I experienced upon being told to leave a restaurant in front of other patrons in my community, for the humiliation that my child is suffering, for stereotyping and racial profiling us, for assaulting my character, for the emotional trauma my child and I are both experiencing. And, I want a written apology. Again, I realize that merchants have rights; as a tax paying citizen, my child and I have rights as well. Please know that I will not be silenced with an offer of food coupons and I will not go away quietly.

Business

Response:

On Tuesday, July 1, 2014, the Sizzler on Florin Road in Sacramento received a letter dated June 23, 2014 from the Revdex.com in West Sacramento regarding the Sizzler Restaurant located at 6009 Florin Road in Sacramento, CA. The Multi Unit Manager (also known as a District Supervisor) faxed the letter to the BMW Management Corporate offices in Temecula, California who is the family-owned franchisee for the Sizzler Restaurant on Florin Road. As the VP Marketing and Partner of 11MW Management, it is my responsibility to investigate the contents of the letter and secure resolution. I called the Revdex.com on July 2,2014 at 2:26 pm and left a message for [redacted]. I called back at 4:05pm and had the opportunity to speak with [redacted]. During our conversation, I mentioned to her that the letter dated June 23, 2014 was the first written correspondence our company received regarding the complaint from S[redacted]. We learned that the original written correspondence was sent to a closed Sizzler in Elk Grove which was never owned or operated by BMW Management. [redacted] stated since they had not received a response from the original letter, they investigated further and sent a new letter to the Sizzler on Florin Road where Ms. [redacted] dined on May 18, 2014. I called back July 3 and spoke with [redacted] Guerrero, who did explain to me that when they realized that there was not a response to the original letter, he contacted the Sizzler on Florin Rd. to speak to the management. The manager’s shift was scheduled later that morning and was unavailable to speak with [redacted]. [redacted] stated that he asked the employee who answered the phone to have the manager return the call. I asked [redacted] who he spoke with, but he did not document the name of the employee he spoke with. Upon further investigation, I learned that the employee who answered the phone did document the call; however, he was in the middle of opening the restaurant and neglected to inform the management. This Is the communication that occurred once the letter was received.

During the time of Ms. [redacted]’s visit, there were four Sizzler Team members that personally interacted with the guest: a female cashier, a male server, a manager and the general manager. I have personal statements from each person and reviewed the surveillance footage. Below are my findings:

Ms. S[redacted] and another adult woman ordered their meals at 1:28pm. Their original order according to our register receipts was One (1) All-You-Can-Eat Riblets Platter, One (1) Add-On Endless Salad Bar with a Meal and One (1) Endless Salad Bar Entrée (which is a Salad Bar as a Meal) totaling $29.88. The guest paid for the meals with a Master Card. After the transaction was completed, Ms. [redacted] said that the order was incorrect and they wanted to change their order. The Cashier voided the order and refunded $29.88 in cash back to Ms. [redacted]. A new order was placed for One (1) All-You-Can-Eat Riblets and One (1) Add-On Endless Salad Bar for a total of $16.93. Please note that the Add-On Salad Bar is offered only to guests who have purchased an Entrée as stated on the menu (this offering is an accompaniment to the meal and is not offered as a meal for another guest in the party). The cashier politely asked if they both were going to eat and they responded that only one lady would be eating and the other would be sitting at the table and would not be eating. The cashier sent the order through to the Hot Side and the ladies went into the dining room to find their seat. It is important to note that the Sizzler Menu clearly states on the actual Salad Bar Menu board the following verbiage: “To Go Packaging Is not available for Endless items. Please no sharing Endless items. Salad Bar Add-On is an accompaniment to the entrée and is not to be shared as a meal for another guest” In addition to this disclaimer on the menu, on the same wall as the menu board there is a Salad Bar Honor System Sign posted which clearly states our Honor System which explains there is No Sharing of Endless Items on the Salad Bar, No To Go Packaging for Endless items, Dine-In only and that Endless items are priced per person. At Sizzler, we are a unique restaurant as we offer items hot-off-the Grill like Fresh Cut USDA Choice

Sirloin Steaks, Seafood, Chicken, Combination Platters and Pasta entrées which are all sharable. Endless items like AYCE Fried Shrimp and AYCE Riblets, and the famous Endless Fresh Fruit. Salad. Appetizer and Dessert Bar are not sharable. Our guests can combine Grill entrées with the Salad Bar or Entrées like AYCE Shrimp or AYCE Riblets with the Endless Salad Bar. There are so many choices at Sizzler. However, in order for Sizzler to provide the best value, maintain the highest food quality and reasonable prices, we ask that our guests follow our Salad Bar Honor System. It is important to note that if you visit any Buffet restaurant like [redacted] (they have a Salad Bar) or a Buffet restaurant in a Casino, to name a few, their policy is clearly understood that packaging is not available on Endless items and guests cannot share Endless items. This is standard practice within the restaurant and hospitality Industry.

We realize that some of our guests will ask if they can share an Endless item or may not have read our signs on the menu. Knowing this, our Team has been trained to delicately and politely address this topic with the guest if they discern this to be the situation. We will ask the guest how many people in their party will be eating. When there is more than one person in the party and the meal selection clearly indicates that two people may desire to share an Endless item, we ask the guest at the register to confirm that we have accurately documented their meal selection. We do this for multiple reasons: to make sure we send the correct order to the cooks, avoid wasted time and wasted food, and most importantly, to deliver the correct order to the guest and insure the guest has a positive and enjoyable dining experience. It’s our job to get the order right. Our Cashiers are trained to inform the guest at the register (in this specific situation) that the Salad Bar is priced per guest and the Salad Bar must be purchased for each guest desiring to enjoy the Salad Bar or any other Endless items on the menu. This Is what occurred in the case of Ms. [redacted]. Our Cashier kindly reviewed their order and wanted to make sure that they purchased the appropriate number of Salad Bars for the number of people eating. The women clearly stated that only one woman would be eating. Their original order was correct: One (1) Endless Salad Bar as a Meal, and One (1) Endless Salad Bar Add-On with the One (1) All-You-Can-Eat Riblets Entree. They chose to cancel this order and then order a selection that was clearly for only one person. The Cashier was performing her required responsibility when she inquired If only one individual was going to eat. Ms. [redacted] clearly stated that only one woman would be eating. At this point, we are happy to trust their word. However, once the women sat down, they both were enjoying the Salad Bar. The server noticed that two people were eating and the receipt showed that only one Salad Bar was purchased. It is the responsibility of the server to inform the management when this occurs. It is the responsibility of the management to kindly and politely approach the guest at the table and apologize for any misunderstanding that may have occurred at the register. This is where the management will invite the guest to pay for the appropriate number of Salad Bars so that everyone who wishes to enjoy the Salad Bar may do so. Ms. [redacted] had the opportunity to add another Salad Bar at the register and a second opportunity to add a Salad Bar at the table when they were approached by the management. It truly is not the kind of experience we want any of our staff to have with our guests. We are in the People Pleasing business and our #1 priority is to serve great food to our guests. We are in the food and hospitality business, which means we sell food to our guests and provide a pleasant atmosphere with friendly and efficient service. We would not be able to keep our prices value-oriented and affordable If we did not adhere to the ‘industry standard’ of No Sharing Endless and All-You-Can-Eat items. The Sizzler Salad Bar at the Florin Road location has five signs/decals posted nicely stating the No Sharing, No Packaging Offered and Endless Salad Bar is priced per Guest Honor System. We know that people’s lives are busy and many times signs are riot seen; it ¡S for this reason that we are dedicated to communicating with our guests at the register to insure we have their order correct. We want all of our guests to thoroughly enjoy their dining experience and know that we truly care about every aspect of their visit with us.

Please find attached the following Exhibits:

1. Exhibit A — Receipts from Ms. [redacted]’s original order, refund receipt and her second order/receipt.

2. Exhibit B — Sizzler’s Salad Bar Honor System Sign posted in Sizzler restaurants across the country.

3. Exhibit 81 — Actual Salad Bar Honor System Sign posted on menu wall.

4. Exhibit C — Salad Bar Honor Sign and Green Decal stating that Sizzler’s Endless Salad

Bar is priced per guest. Enjoy as many trips as you like. No sharing. Packaging not offered.

5. Exhibit D - Additional signage on Salad Bar. These signs are posted on both sides of the Salad Bar and the Appetizer Bar.

?6. Exhibit F - Sizzler Menu — The menu panels that feature the Salad Bar, the Signature Value Menu and the Senior Menu all reference the No Sharing and No Packaging for Endless items.

7. Exhibit G — Picketing Picture

Not only are we saddened by Ms. [redacted]’s complaint about Sizzler, we were further disappointed when she and her friends began picketing the Sizzler with signs during the lunch and dinner hours. On the days where they picketed, there may have been from one to three people with signs protesting our restaurant and declaring unfair treatment. On the first day of picketing, we called the Shopping Center Security and the non-emergency police. The police said that they would enforce our request for them to leave the premises and it was at this time that the management requested them to please leave. However, Ms. [redacted] and her group continued to picket the Sizzler for a good two-plus weeks. We chose to stay focused on our daily commitment...Pleasing People and serving great food.

I must say that this has been quite a concerning situation because as much effort as our team made to please Ms. [redacted], we were unable to come to a positive resolution. Ms. [redacted] asked for a refund of food that was already consumed, and stated that if she received a refund the problem would be resolved. She also stated that it was the fault of the cashier, (please see the register receipts) and threatened the management by saying she would sue him and the restaurant. As a courtesy to Ms. [redacted], the management

offered to box Ms. [redacted]’s AYCE Ribs that were left on her plate and informed her that if she did not wish to pay for the additional Salad Bar, he would ask her to leave. If a guest is unwilling to pay for the food they literally consumed, and believe the Salad Bar Honor System does not apply to them, then our management has the authority to kindly ask the guest to leave the establishment. The issue is that two people originally intended to purchase two meals; however, once the cashier stated the price, the order was changed to reflect one person eating instead of two and once the ladies were seated, they misrepresented what they told the cashier. They now were enjoying a meal for two people for the price of one. The ladies refused to pay for the food and service rendered of the second Salad Bar. Their words did not support their actions. If the guest tries to eat food

that they did not purchase, the management has the authority to approach the guest and kindly let the guest know we will charge them for the great food they are enjoying.

Ms. [redacted] is asking to be refunded for her meal plus an additional sum for being accused of stealing and humiliation. In the statements ¡ received from our four staff members on the day of the dining visit, May 18, 2014, there was never any mention from the Sizzler staff about stealing. As mentioned above, the Sizzler staff was happy to ring up a second Salad Bar in order for both ladies to enjoy the great offerings at the Salad l3ar. As far as humiliation Is concerned, our staff was placed In a very difficult, awkward and sensitive situation when Ms. [redacted] refused to pay for what her party of two consumed at the Salad Bar for the price of one Salad Bar. I believe our staff was humiliated as they practiced every kind and courteous manner to give Ms. [redacted] the opportunity to purchase an additional Salad Bar without success. She accused Sizzler of approaching her in front of her child. The lady whom she calls her child was an adorable looking young adult woman,and, although I am unable to accurately state the lady’s age, my best guess is she is 18 or older (Sizzler does offer a Kid’s menu for children 10 & under). This is also confirmed on the surveillance system. However, her comment regarding her child does not address the real issue, which is, there were two people were eating for the price of one. It would have been a different story if they ordered sharable items but they ordered All-You-Can Eat/Endless items that are not sharable. As previously mentioned, the Sizzler’s Endless item menu disclaimer is posted throughout the menu and the Salad Bar Area, In addition to our advertising coupons. The Salad Bar Honor System and the disclaimers on the menu are for ALL of our guests, regardless of age, religion, disability, gender, race or gender expression, etc. At this time I humbly believe that the Sizzler Team treated Ms. [redacted] with respect. Although Ms. [redacted]’s description of the experience differs significantly from the Sizzler documentation; Sizzler believes it is not appropriate action to offer reimbursement or compensation. We are unable to find any evidence to back her claims that Sizzler accused her of stealing (we asked her to pay for food she and her guest were consuming), public humiliation (the management spoke with them kindly at their table), character assassination (their character was not attacked), stereotyping and racial profiling (ALL Sizzler guests are asked to follow the Salad Bar Honor System), which she documents in her letter to the Revdex.com. The amount of time our staff spent documenting their experience with Ms. [redacted], the time taken to review and document the surveillance system, the time I personally investigated and interviewed each of the staff involved to provide an accurate account of the incident has been labor intensive and costly. It is my opinion that Ms. [redacted] owes the Sizzler an apology for not accurately representing the dining experience on May 18, 2014.

I am deeply saddened by this experience and wish that Ms. [redacted] would realize that our desire is to serve her, please her and provide her with the correct number of meals that she intended to enjoy. We would like for her to feel good about dining at any Sizzler. At the same time we believe it is equally important for her to know that Sizzler stands by its ‘Industry Standard’ of No Sharing Endless Items, No Packaging Offered and Endless items are priced per person. It is our desire to have a positive resolution with Ms. [redacted] which is based on the fact that Sizzler offers sharable entrées and non-sharable meals (AYCE Entrée’s or the Endless Salad Bar). Sizzler has offered both meal selections since the late 1970’s and is known throughout the world for offering Grill entrees and Endless/AYCE offerings. We sincerely wish for Ms. [redacted] to know she and her friends are always welcome to dine at our establishment. This would be a great blessing to both parties.

I am an independent business person who is honored to have the opportunity to provide jobs in California, provide a great place to work where hospitality and ethics are our core values, where fresh, made-from-scratch food is our love and passion, and our most valued and significant mission is Pleasing People! We appreciate the opportunity to present the Sizzler facts and look forward to our continued commitment to serving the community in

Sacramento.

Respectfully.

VP Marketing/Partner

BMW Management

Cc: [redacted], President/CEO

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Description: Restaurants

Address: 7212 Menaul Blvd NE, Albuquerque, New Mexico, United States, 87110-3632

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