Complaints

• Initial Complaint

  05/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  5/21/2024 - WhoDunnit Dinner Show We filed a complaint about the services we received during a dinner show in which our evening was completely ruined, and have thusfar been ignored. After paying $197 for tickets to a dinner show, Patrons around us were served while we sat with no soup or main course. When asked about the soup, the server informed us they were out and then accidentally knocked over a pitcher of lemonade on my children. As other Patrons plates were being cleared and the show about to start, I got up and complained to the individual who was supposed to be in charge. She took our tickets and said I would need to return the next day for a refund and tried to excuse the service we were receiving commenting on the number of people. If you have a dinner theater that seats X number of people and sell X number of tickets, you should prepare food for X number of people. We did finally receive food after the show started and everyone else having their tables cleared with soup finally arriving in the middle of the show. When I returned the next day for a refund, I was told the manager was not on site, and asked how long I would be in town. When I said we were leaving the next day, they took my number and was told someone would call me. I have yet to receive a call and feel they are ignoring my complaint. I have never felt so disrespected as a Patron or veteran.

  Business response

  05/31/2024

  We have reviewed your complaint and followed up with our staff members that were present on the date of your visit.  With respect to the fact that there are always two sides to every story, we must operate on the facts that we can substantiate.  Based on the information we have; we will not be issuing a refund for your tickets.

  This is a dinner show, and by design, we can only serve so many tables at a time.  We do our best to get the food out as quickly as possible but inevitably some tables will be served before others.  There could be some delays in the food service as our first goal is to ensure our guests are served food that is fresh and hot, as opposed to food that has been waiting under warmers.  By your own words you were served your food,although not as quickly as you anticipated, and you were able to watch the performance.  I have no indication of any failings on our part apart from the timeliness in which you felt you were served.

  Upon review of other comments, critiques, and overall feedback from that performance, there were no additional complaints or indications of poor service or poor food quality from any of our other guests or staff.  There was mention of the glass of lemonade spilled, however, nothing to indicate the issue was not addressed and remedied in a timely manner. The wording of your complaint seemed to insinuate this incident was intentional, and I hope that you would recognize that accidents do happen under the best efforts to avoid them.

  It is important to note that you posted your complaints on several social media platforms before communicating with our staff or giving them the opportunity to remedy the situation.  It would appear that you were more interested in painting us in a bad light rather than seeking a viable solution. 
  Our ticket staff does not have access to issue refunds; however,we do issue a card with the email address to direct those requests.  This procedure does not require our guests to return to us or have them wait to speak with management and their concerns/complaints can be addressed quickly and efficiently, usually within the same day.  This complaint to the BBB is the first communication we have received regarding a request for a refund.

  Our business is Veteran owned and we employ many Veterans and their families.  If you felt you were disrespected in any way, I assure you that it was a miscommunication.  We thank you for your service and regret that we did not meet your expectations.

*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. ↩