Winedown

December 31, Winedown hosted a NYE celebration in which Luana ***, her husband, and some of their friends attended as general admission guestsThey were at the establishment enjoying beers and cocktails as of approximately 10:30pm, sitting at the main bar for a good portion of the
nightWhen they had decided they wanted to go home, it became apparent that Luana was upset because her coat had gone missingI told her that our barback would help assist her search for the coatAfter about minutes, no coat was found and Luana began to become upset with our barback who then told her she needed to speak with me (owner/manager)She spoke with me in great upset over her coat that had been misplaced or stolenI apologized that the coat was not turning up, and told her I would be more than happy to take her name, a description of the coat, and a phone number contact in case I found it...and that I personally would search the bar after everyone leftThis was obviously not the solution she was searching for as she became more easily agitated and aggressiveI politely told her that I could not stop the entire party to locate her coat, but I would do my best to find it during our clean upFurther, I politely pointed out the sign at the entrance way saying that our establishment is not responsible for damages or lost items, which also was printed and hung at the cheareaI also pointed out how on each and every coat rack there was an additional sign inviting people to hang their coats, but that our establishment was not responsible for any lost or damaged itemsThese signs were very visible, and there were over signs total that stated that valuables were an individual responsibility/riskShe continued to ask me what I was going to do, and my response was the same: "I can take your name, number and a description of the coat and search for it, that is the best I can do." I explained our policy is written in all of the above mentioned spaces, and she went on to yell at me how the "policy is st." After dealing with this for over an hour, she and her friends decided to try to call a cabThis was approximately 2:30am, an hour earlier than the tickets indicated the party would endThere were approximately patrons as of 2:15am, of them being in Luana's partyWe decided to close the establishment since the DJ had stopped, and there only were a handful of patrons leftSecurity came in and informed me that they were trying to order a cab, and were upset because the tickets said we were open until 3:30am this eveningI had security offer them a full refund of the non-refundable ticket price of $10/headSecurity came in about ten minutes after and said that they didn't accept the refund and they were insulted that I would try to refund themI thought that was an appropriate gestureI am sorry to hear it took over an hour to catch a cab or uber, but I am not sure what that has to do with this businessFurther, they had made the decision to leave prior to the party ending when there was still a crowd of people, and the ending time was not an issue for them thenIt became an issue only after the loss of the coatThere was another coat misplaced in the group that was recovered prior to their departure.After the event, I posted a description of the coat on social media and asked anyone if they might have accidentally taken the coat to please message me so that I can get it back to its owner who is missing itI haven't had any responses.While I am sorry that the coat went missing, I feel I had adequate signs indicating the risk associated with willingly leaving belongingsAny bar or nightclub you enter will likely have similar policies, that said business is not responsible for lost or stolen items. Best,JennieImages are attached separately

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]Janine,Thanks for your response. While you have responded very well regarding the coat issue, if you read carefully my previous message you will notice that this was not my main point. I do understand that per consumer law your joint is not to be held responsible for a coat left on the rack.I was obviously frustrated and quite agitated, but do not recollect yelling at you. You sure can remember that there was loud music, and, thus, speaking softly was not an option if I wanted you to hear me from behind the bar. I do however remember very well that your first answer was “What do you want me to do?”. But again, this is not the main point of my complaint.We did not choose to leave the place. We were actually told by your security guard that we had to leave the place, while he picked up the phone to call the police and report us from trespassing; he was ironic  and said we could explain our situation to the police. Your head of security was much more polite and told us there was nothing he could do, as he was just responding to your orders.This is what happened and this is our main complaint regarding yours and your team’s attitude. It was not only unsympathetic, it was also unethical: We got thrown out of the joint one hour before the time it was supposed to close.And, yes, this obviously became a problem due to the fact that my husband was wearing a T-shirt after giving me his coat, and the cab would take more than a half hour to get there –  it was below 20 degrees Fahrenheit outside. Again, some things are not yours or your business’ responsibility, but throwing out and threatening with a police report consumers who have just had an expensive item stolen from inside your joint is, for it was something you chose to do. The fact that you tried to reimburse 10 Dollars shows you knew you or your team had done something wrong, however it was an easy and ineffective way to account for it. As I can see, you are not willing to take responsibility for that and apologize, but you prefer to blame us for your own behavior.   
Regards,
Luana [redacted]