Complaints

• Initial Complaint

  12/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Millers offer bonuse gift cards at certain times, and being a frequent customer, I have purchased for several years. The current offer is for $20 in bonus cards for every $50 spent, but only available online. In previous years I have purchased $5000 & had no issues. This year, despite several attempts over the last few weeks, trying multiple different credit cards, I have not been able to purchase any as I apparently 'fail verification'. This is despite me calling them every time & attempting to resolve providing 100% all the correct details, it is also after the payment has gone pending with the bank, so is clearly a Millers system error. I have tried to call, raise a complaint, email customer & escalate to supervisors but have been met with a complete wall of ********** wife has also attempted in her own name using her own payment methods & had the totally identical ******** it almost feels like it is scam advertisement & is impossible to buy!

  Customer response

  12/03/2024

  Tried again overnight, using a different card (including UK) & contact details for each one.........same result.

  I have also attached the email where it acknowledges I have purchased in the past, this is the same email I was originally trying to use!

  Business response

  12/06/2024

  Good morning,

  We have reached out to Mr. ***** and greatly apologize for his purchasing experience. We are researching his concerns further with our gift card company and have offered to honor the promotion in store to the guest. We have emailed Mr. ***** and have asked him to send us his in-store receipt so we can issue him the additional bonus gift cards. 

  Customer response

  12/16/2024

  Yes, apologies as hadnt seen a previous request. This complaint has now been resolved

• Initial Complaint

  10/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On ************************** celebrating my grandson's 18th birthday and getting accepted into the Marines. This is a real special time for our family. Our family of 10 went to ******************** in *************, ** for the occasion. At ******** were seated right away no problem. We were seated for about maybe 15 minutes before a large group of at least 20 people came in. We placed our order as they were being seated in the area we were in. They started getting their drinks before us. When they did bring some of the drinks were not wrong. My son's and granddaughter's drink didn't take right and it was the wrong drink. It took another 15 or so minutes for our remaining family members to receive it. Now the large 20 or more group are finished and leaving. My son and granddaughter's food was wrong not what they ordered. The other family member's food was lukewarm like it had been sitting for a while. So now my son and granddaughter not eating afraid to order something else thinking now they spit in the food and drink. Each waiter was pointing fingers at the other for the issues etc. The manager said 2 of the bartenders called in at the last minute etc. Now, the bill has come and my son asked for a discount to be taken off. The Lady manager qas rude and nasty came over and said no that the two on the bill had eaten most of the food this is the 18th year old Birthday and Marines celebration and his 12-year-old daughter's meal. So, now I stepped in and asked for general manager to see what could be done cause this wasn't right. ***, I believe his name was said I will see what I can do. A figure of speech (Slap in the face) the amount off just one bill. Not what we wanted for a special occasion. 8 out of 10 family members 1st time in a ********.

  Business response

  10/18/2024

  Hello,

  Please see the below message that was sent to the guest:

  Thank you for sharing your recent experience with us. It is disheartening to hear that we let you down, especially on a night of celebration. We certainly know that an 18th birthday is a special occasion and the achievement of being accepted into the Marines is something of honor. We appreciate you sharing that celebration with us and certainly wish that your visit would have shown that.
  After receiving your feedback, we connected with our local management team as well as our Regional Manager to ensure that we are evaluating all levels of opportunity. Our management team was aware of your experience and made the efforts in that real time to rectify any concerns. Of course, our goal is to provide our guests with a quality and timely experience,and we greatly appreciate your thorough feedback so that we can investigate the details of your visit and ensure that we are working to rectify any areas that have opportunities. We hope that you will give us another chance as we do not want this to be the last impression you have of Millers Ale House. In hopes of inviting, you back, we have sent you a $50 gift card to your email. This will be arriving in a separate message momentarily. If you do not see it arrive,please check your spam/junk folder as unknown senders can sometimes be directed here.
  
  If we can ever be of any further assistance, please do not hesitate to reach us here or at the phone number listed below.
  
  We hope to have the opportunity to serve you soon!

  Customer response

  10/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********** *******

• Initial Complaint

  07/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  During the most recent encounter at this restaurant it was requested to have the order with the green onions on side. The employee then said he already put the order in. In the future employees could go to the kitchen and advise them to place the onions on the side.

  Business response

  07/15/2024

  Hi,

  Our General Manager reached out to ************** and apologized for the missed information from our takeout team. We have provided the guest with a refund and asked them to not hesitate to call the store directly if any concerns arise in the future. We look forward to serving **************** again in the future. 

• Initial Complaint

  05/31/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Dear Miller's Ale House team,My family really enjoys your restaurant. Please keep up the effort at being an affordable casual restaurant. It allows our family to eat out more often.I want to make you aware of a small billing issue with your point of sale system. It didn't cost me much, but I expect collectively it may impact many customers. I decided to go through the ********************, because I didn't think going through traditional customer service channels would get the information to the right person.I ate at the ***********, ** location with my daughter. I noticed the ad in the restaurant for a gift card promotion (buy a $50 gift card, get a $10 bonus card) and asked my server purchase one as well.When our first receipt with food and gift card cost came to show us our total, it was $83.66. That was already including tax on the food.However, after we had our card charged and we got a second receipt to add a tip, the pre-tip amount was changed to $85.25 - a difference of $1.59.Again - not a big deal, but I want to make you aware. You can see the difference in the two receipts in the total. I decided not to get the restaurant involved as I wanted to go home.The main thing I'm looking for is to just make sure the issue is fixed moving forward. On a second note, the second receipt was basing the suggested tip amount on the total with gift card whereas the first receipt correctly based the suggested tip on the food amount. I did tip appropriately, but it does make it look like I under-tipped when looking at the second receipt I signed. This one is not as big of a deal, but just wanted to let you know.Again, I appreciate the great prices on food and thank you for bringing your restaurant to our city.

  Business response

  06/04/2024

  Hello,

   

  We have spoken with **************** and investigated the details of his visit. Unfortuantley, the server on his visit made a mistake within the check details, resulting in an inflated rate. The error was corrected in our system that evening. We shared our findings with **************** and thanked him for taking the time to reach out and give us the opportunity to explore his concerns further. We hope to have the opportunity to serve **************** again soon!

  Customer response

  06/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  During a visit to this establishment I along with my brother experienced a unprovoked series of events that was both disturbing and unacceptable When I entered on my 3rd visit I let the seater know a party of 2 and was given a table Ten min later I was asked to move ****** claimed he needed to slide 2 tables together which turned out to be a lie This is how my night began I was seated again After observing for 30 min tables were not moved Waiter simply wanted " higher paying" customers At my new table I repeatedly tried to put in the same order from a previous visit and was told "they do not do that" from my waiter ****** Then came **** the manager aggressively mad and belligerent accusing us of never ordering from previous visits even though we had witnesses from other waiters AND cameras that show everything The harassment by **** and ****** continued even while I was politely explaining they were lying and REFUSING to take my order Once again it was obvious they wanted our booth for a bigger party The manager repeatedly calling me a liar threatening me to "meet me out back" On the way out after being threatened with law enforcement if we didn't leave manager **** throwing my brothers sweater on the dirty floor my brother and I witnessed a black man taking out a pack of cigs on the way outside when he was confronted by staff Was this racial or another incidence of incompetence by employees? There are 3 people that need to be fired and the owner ***** ************* needs to do a better job on who they hire training and showing respect These individuals need to be held accountable which most likely will not do This incident is a strong legal lawsuit !

  Customer response

  02/29/2024

    ************ is the corporate office # based in *******. ********************* is one person to contact. I serious doubt the *********** location will resolve anything.    *****

  Business response

  03/30/2024

  We have completed a full investigation into the details of the guest experience including reviewing first party statements and video footage. Our team found that the guest produced behavior that impacted the experience and safety of our guest and team.  At this time, we are unable to welcome the guest back into our establishment.  

• Initial Complaint

  12/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a half rack of ribs and a ****** size chicken nachos on December 18th, while the ribs were acceptable, the millers size nachos were not only much smaller than they usually are but also were missing ingredients like chicken and cheese, and I did not receive the queso that comes with the nachos, ultimately, I filled out the form online immediately and did not receive a response at all

  Business response

  01/09/2024

  Hello,

  My Regional Manager, ****, attempted to reach the guest by phone. The person who answered stated they had no recollection of an order placed with Miller's Ale House. **** then attempted to reach the guest through email. We are eagerly waiting the guest response so that we can address their concerns directly. 

  Business response

  01/09/2024

  Hello,

  My Regional Manager, ****, attempted to reach the guest by phone. The person who answered stated they had no recollection of an order placed with Miller's Ale House. **** then attempted to reach the guest through email. We are eagerly waiting the guest response so that we can address their concerns directly. 

• Initial Complaint

  12/09/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I visited this Miller's Ale House in ***************** on 12/01/2023 at 4:30pm with two other guests. After reviewing the menu, I ordered a Prime Burger, based on its menu description and its color photo of the Prime Burger. What I received was not anything like the menu description and its photo. The menu description stated it was supposed to have "shaved beef", and its photo showed it to be stacked with mushrooms and onions. Aside from a few mushrooms, there were no onions and no shaved beef. I brought this to the attention of the waitress, who went to the kitchen and brought back a tiny condiment cup of beef shavings. What I received was not what was advertised, described, and pictured on the menu.

  Business response

  12/18/2023

  Good ******************************* team has attempted to reach ****************** multiple times without any success. We would love the opportunity to address the matter further. Please share  our phone number, ************, with the guest in hopes that we can connect.

  Customer response

  12/18/2023

   
  Complaint: 20984536
  
  I am rejecting this response because:  No one has attempted to contact me until this very afternoon, December 18th by email.
  
  Sincerely,
  
  ***************************

  Customer response

  01/14/2024

  I still have received no reply from Miller's Ale House at this date, January 14th.  Miller's Ale House at no time has attempted to contact me, aside from a manager there who left her phone number, but she cannot be reached at that number.  I have attempted to call her, and each time I am left on hold or disconnected.  So, at this date, I have received no meaningful reply from ******** or its store manager despite my repeated attempts to contact her.

  Business response

  01/29/2024

  Good ***************************** team has made several additional attempts to reach ******************. We have been playing an ongoing phone tag with the guest since his original concerns in December. Our team is attempting to reach him again this morning, but unfortunately have yet to be able to make connection with the guest. Please ask ****************** to call, ************ and ask for ********* the General Manager. Thank you for your help.

  Customer response

  01/30/2024

   
  Complaint: 20984536
  
  I am rejecting this response because:
  

  Contrary to management's claims, no one from management contacted me until 1/29/2024.  Prior to that date I made repeated phone and email attempts to contact the general manager, to include leaving my contact information.  She finally contacted me after almost two months on 1/29/2024.  The manager claimed that a refund claim would be sent by mail to me.  Based on management's past failure to respond, I am rejecting management's response until I receive the refund in hand.

  
  Sincerely,
  
  ***************************

  Business response

  02/08/2024

  Hello,

  My general manager, *********, sent the guest out his promised gift card on January 31st. After receiving the message through BBB, ********* reached out personally to ensure that ****************** had received his gift card. ****************** is currently on vacation and cannot confirm receipt. ********* asked that he reach out directly if there are any further concerns. 

• Initial Complaint

  12/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I came in to the **************** , **. Location I was seated at 3:28 and the waitress walked by us 6 times no one said said anything no acknowledged us so we left at 3:43

  Business response

  12/14/2023

  Hello,

   

  Our local management team has reached out to the guest through email and offered a heartfelt apology. They also offered the guest a gift card in hopes to invite them back and make right by the guest. Waiting to hear back. 

• Initial Complaint

  11/30/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Made a phone order for a 12 breaded chicken extra crispy with two sauce on the side. Called back to correct the order, I was first hang up on after waiting about 10 minutes on the call. Called back again to correct the order, was told to return the order that they will eventually just throw away.. i would think instead of throwing it away they just let customer keep it for them having customer go back and forth between phone hangups and incorrect order but no. Now i'm waiting on a corrected order that did not even feel welcomed, since apparently the one who talk the order said that they don't recall me saying that I called them directly because there is no option to check for extra crispy on ****** and I could only check the breaded part. So after being hang up on the phone and no real way to correct their mistake like offer the meal for free and not throwing the food away like is some type of dog food they are giving away. I'm left with someone laughing in the background of the call and probably the worst experience I've had just to correct a simple order that I paid for with my own money. Location: Port Saint Lucie/ Gatlin location (Miller Ale House)

  Business response

  12/03/2023

  Manager, Juan G******* has reached out to the guest. He spoke with the guest and apologized for their experience. He is sending the guest a gift card. 

• Initial Complaint

  07/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I’ll start by saying the service was awesome and the food was great. My issue is the kitchen staff chewing straws and fixing food. Does not anyone know that’s unsanitary and flat out nasty. That’s against food safety regulations. I didn’t notice this until I was halfway through eating my food. The waiter just thought we were full but no we were disgusted. I mentioned it to him and he made it seem like it’s a normal thing. At this point I’m beyond pissed and wanted to speak to a manager but I chose to complain when I leave because of how appalled I was. I’m from the Fort Lauderdale location and I visited the Tampa location 3860 W Columbus drive on Saturday July 1st, I’ve tried to reach out to the restaurant with no type of resolve. What’s the problem ? Is it that bad now that companies just let employees do what they want ? Wow.

  Business response

  07/17/2023

  Hello,

  Our Regional Manager, Brian R***, has attempted to reach out to the guest through email and the phone number provided. Brian did leave a voicemail for the guest. Unfortunatley, we have yet to receive further communication from the guest. Please ask the guest to email Brian R*** ** *************************/. We hope to have the oppurtunity to connect with them soon. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩