Tomorrow Associates, Inc.

[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 I did receive the voice message and left voice messages myself, I understand how phone-tag can be I do appreciate the follow up call and voice message and the expression of apology My husband has mentioned that maybe it was a "bad night" for The Manor because it was so busy and some things fell through the cracks He is also very appreciative of the gesture of the refund
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.