The Manor Restaurant

My apologies for the delay in submitting our response, we've had some difficultly logging in through the Revdex.com websiteYour associate provided us with your email address so that we could contact you directly to offer our response to the customer complaint of Ms [redacted] (Complaint ID# [redacted] ) Although it is our belief that the disappointment and upset Ms [redacted] felt during her visit to The Manor Restaurant was not rooted in any intentional racial bias or unfair treatment, we do not wish for any of our customers to feel upset or leave having had a bad experienceTherefore, as a sign of our good will and intent to show that no illl will was intended, we had nonetheless refunded Ms [redacted] 's credit card for the full amount she paid for her dinner (and have left a message on her voicemail to let her know that we had done so)I also personally made several attempts to reach her directly by phone to address her concerns and extend our distress that she felt poorly treatedWe would still very much welcome speaking with Ms [redacted] and answer any questions she may have if she wishes to call usMy direct line is [redacted] While we are certain there were ways we could have made Ms [redacted] 's visit to our restaurant a more enjoyable experience, we feel quite terrible that she feels that she was intentionally mistreated due to the color of her skinWe are genuinely sorry that she feels that wayWe have spoken in-depth with each of our employees referenced in Ms [redacted] 's letterWhile they are also distressed as well at the thought that their actions were interpreted as bias, we have reviewed our strict policies of appropriate customer service with themWe do apologize that Ms [redacted] felt any less than welcome in our establishmentThat was certainly not our intentWe pride ourselves on our hospitality and service and have a long track record of welcoming all races and creeds to our establishmentOur clientele base of happy returning customers is a diverse mix of races--something of which we are proudIf there is anything else we could do to help alleviate Ms [redacted] 's concern, I welcome hearing about it or speaking with her directlyAgain, I offer our apologies to Ms [redacted] for falling short of making her experience at The Manor an enjoyable one Thank you for bringing this matter to our attention and for helping us to address the complaint

Complaint: ***
I am rejecting this response because:I was contacted by the manorI explained once again the situationBridal attendant, food issue and the bar serviceI was charged for premium alcoholIt was not served at the make shift barThe bar tender (which was a regular employee that did not have any bar tending skills) told guests this is all that we haveI was told the samemost of ur time was spent trying to get the service we paid forWhen I spoke to the manor I once again told them the same They were supposed to call me back and it has been over a week and no callThe wedding was September 14th It has been more than two months that we have been waiting for the manor to come up with a resolution to this issue Many questions were asked to them prior and After booking our daughters wedding in order To prevent any unforeseen problems before the day of the wedding so we could enjoy ourselvesInstead we were appeased until the bill was paid in advance to the weddingThen the day of we were wronged
Regards,*** * *** ***

My apologies for the delay in submitting our response, we've had some difficultly logging in through the Revdex.com website. Your associate provided us with your email address so that we could contact you directly to offer...

our response to the customer complaint of Ms. [redacted] (Complaint ID# [redacted]). 
Although it is our belief that the disappointment and upset Ms. [redacted] felt during her visit to The Manor Restaurant was not rooted in any intentional racial bias or unfair treatment, we do not wish for any of our customers to feel upset or leave having had a bad experience. Therefore, as a sign of our good will and intent to show that no illl will was intended, we had nonetheless refunded Ms. [redacted]'s credit card for the full amount she paid for her dinner (and have left a message on her voicemail to let her know that we had done so). I also personally made several attempts to reach her directly by phone to address her concerns and extend our distress that she felt poorly treated. We would still very much welcome speaking with Ms. [redacted] and answer any questions she may have if she wishes to call us. My direct line is [redacted]
While we are certain there were ways we could have made Ms. [redacted]'s visit to our restaurant a more enjoyable experience, we feel quite terrible that she feels that she was intentionally mistreated due to the color of her skin. We are genuinely sorry that she feels that way. We have spoken in-depth with each of our employees referenced in Ms. [redacted]'s letter. While they are also distressed as well at the thought that their actions were interpreted as bias, we have reviewed our strict policies of appropriate customer service with them. We do apologize that Ms. [redacted] felt any less than welcome in our establishment. That was certainly not our intent. We pride ourselves on our hospitality and service and have a long track record of welcoming all races and creeds to our establishment. Our clientele base of happy returning customers is a diverse mix of races--something of which we are proud. If there is anything else we could do to help alleviate Ms. [redacted]'s concern, I welcome hearing about it or speaking with her directly. Again, I offer our apologies to Ms. [redacted] for falling short of making her experience at The Manor an enjoyable one.
 
Thank you for bringing this matter to our attention and for helping us to address the complaint.

I am writing this email on behalf of The Manor Restaurant to inform the Revdex.com of NJ that the matter pertaining to [redacted] is in discussion. We have been in contact with [redacted] directly and are hoping to...

resolve the matter with him shortly. We have had numerous conversations over the phone and are in the process of setting up a time to meet with him in person to resolve his complaint as reasonably as possible. While we do not feel as if we have wronged [redacted] or his guests in any way, and feel confident that we have delivered in every aspect promised in our contract. Since we are in the customer service business we treat any issue pertaining to the Revdex.com very seriously and will do everything we can to resolve the issue in a fair and balanced manner. Please note that we are responding within the 30 days of receiving this notice and would like the time to take this matter up with [redacted] directly in an attempt to resolve it permanently and to his satisfaction.