The Great Dane Pub & Brewing Co

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.] So many things in this response from the business are not only disrespectful but falseTo try and blame this all on an argument with my boyfriend is very unprofessional and an assumption at that! We never moved from the bar because we were "arguing" we moved because the stools were uncomfortable to have a meal at! The drink I sent back is due to it tasting like water and I was absolutely nice about it when the bartender asked me if I wanted it after moving to a boothVery rude to my spouse? How disrespectful can this get at this point? These people have no idea what goes on in someone's personal life and it just so happens a family member passed awayIn any case my waiter absolutely NEVER asked me times what was wrong with my foodThis lacy girl approached our table we did not ask her to come over AND she wasn't even our waiterI asked for the manager right away and she kept harassing me, boy do I wish I had recorded the whole thing as I knew they'd defend their unprofessional waitress who gives out a fake name of "katrina" to the table behind us so we couldn't get her name because you know what, she knows exactly what she did to me my boyfriend even told her what she was doing while turned away talking to out actual waitress and to my face she did just as badThat's ok, keep rude childish staff on your teamAt this point I want the chance to experience a different location like I said so we will accept the gift certificate and move on from this horrible experience.F
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
Danielle ***

On 2/18/my significant other and myself went into this location to give it a try as we both have never beenI regret it still to this momentHorrible unprofessional customer service to say the least! I sent my food back as I'm very picky about my chicken and there was a lot of fat in itI did not make a fuss just sent it backA girl that wasn't even our waitress approached our table and in a very disrespect voice says to me "you ordered it right?!" I could not believe it and asked for her name and she laughs and says she does not have to give me her name while continuing to be snotty so I ask for the managerShe then turns to our waitress and starts laughing and making faces about me so I specifically asked her if she was laughing at me and she looks at me while laughing and says "noo I'm not" my significant other was upset at this point and told her yes you were laughing at herI then told her to get the manager right away! She said to us "you wont get my name from her eith

We appreciate your letter and bringing the situation to our attentionI was fully aware of the incident the following morning after reading our on-line shift BlogWe instruct our Managers to write a shift blog for each day part (am / pm) In this, the manager is instructed to give all the details
of the shift, including highlights and lowsHere's an excerpt from the 2/blog"A Young couple sits down at the barThey move to a booth because they were having an argumentThe Girl was off from the beginningSent back her Vodka mixer, saying she didn't care for itShe was very rude the whole time to her Boyfriend and ***s alikeShe ordered a Mayan wrap, Kelly (***) checked back and the girl pushed her Mayan aside and said "I'm not havin' it today" Kelly asked three times what was wrong with it and if she could get her something elseThe guest said there was nothing wrong with it, she was just having a bad dayKelly offered to box it up, she said "No"When the check was presented, the girl stopped Lacy (not her ***) and asked why it was still on the check, in a not very nice way)It goes on to say she felt like Lacy was disrespecting her, and was upset Lacy wouldn't give her her nameShe then said she's going to report Lacy to the Revdex.comSo, here we are. I have had a conversation with the ** (Samantha) as well as Lacy on how to better handle agitated guestsWith knowledge that this young lady was already upset with her Boyfriend, and not having a good day, she should have gotten Samantha immediately to diffuse the situationThe last thing Lacy should have done was question the young lady about her billI do think Lacy could have handled the situation differently. Especially in this competitive climate of the restaurant industry, we take any and all guest complaints very seriouslythe staff is always instructed to get a manager as soon as they think a situation has escalatedThis is a great reminder as why this policy is in place.I'll gladly instruct Samantha to send Danielle a $promotional Gift Certificate

To whom it may concern,I am writing to address a complaint filed by a guest in our restaurantThe notice received indicates it is the second letter of complaint however, we never received an initial notice regarding the complaint. For our part a group dined with us, and after paying went to
the Bar to purchase gift shop itemsIn confusion between a husband and wife in the group, they left without paying for the items, and it was discovered later that each had believed the other paid for the merchandiseThe staff involved brought the matter to the manager who then accessed the credit card used to pay the bill to apply to the balance due for the merchandiseI have followed up with all staff to make sure they understand you can't charge a card for items not signed for and everyone is well aware. The issue was brought to my attention by the card holder who put me in contact with the friends she dined with to settle the bill separatelyI apologized profusely for the misunderstanding and immediately issued a check to reimburse her which was mailed the following day as the mail had already gone out that day(I have attached the dated carbon of the check).I also included my business card in the envelope with a note on the back to again apologize, good for free pints and that was the last I heard on the matter until the second notice arrived to our owner in the mail. Upon receipt of the complaint notice we reached out to *** *** to see if she received the reimbursement and have yet to hear back. I am meeting with the manager who followed up with Ms*** today and if he has yet to hear anything I iwll reach out to her by phoneI am terribly sorry that this turned into such a bad ordeal and is no way indicative of the way we do business here at The Great Dane on a daily basis.Thank you for your time on this matter, ***-- *** S* ***General ManagerGreat Dane Pub and Brewing CompanyDowntown Madison, WI(608) 284-0000 www.greatdanepub.com

Review: This company charged me for additional product that was not mine. I reviewed my bill before signing, then approved of the charges on my receipt, of which I have the copy. Days later, upon reviewing my credit card account, I see that they charged me the following day for a different amount. When I called them to inquire about the overcharge, they said they had charged me for the merchandise that the people I had had lunch with, asked for. When I told them it wasn't my purchase and I didn't approve of the charge, they said they had to do it to collect the amount of the merchandise. I have since made contact with the folks I met for lunch and they have paid for their goods. This company has yet to correct their error and credit back the amount they took from my credit card.Desired Settlement: I would like them to pay back what they (wrongfully) took and in the future, have the decency to call the credit card holder before charging someone else's purchases to them wrongfully. It was wrong and unethical. They should train their people to not assume it is okay to charge an amount that was not authorized!

Business

Response:

To whom it may concern,