Complaints

• Initial Complaint

  01/24/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  On Sunday January 14, 2024. I ******* ******* and my husband attended this restaurant for his birthday. We were excited to eat here because we heard good things about xperience. Well our xperience wasn’t good at all we had reservations for 9:30 p.m. We actually walked into this place at 9:00. We waited an hour to be seated. The waiter assured us that he was trying to wait until these other people get up from their table. For us to be seated. We finally got a table around 10:22 p.m. We had to wait an extra half of hour to get waited on. We had two different waiters so I really don’t know who was assisting us. But we waited another hour to get our food. At this time my husband was upset so he told one of the waiter to bag up our food because we’re going to take it to go. Our bill was $425 we didn’t received all of our food. I had ordered salmon, asparagus and bussel sprouts. My husband ordered steak and rice and fries. And also crab cake and deviled eggs. And banana pudding and red velvet cake. We received the dessert which the banana pudding was frozen in the middle. We also received the crab cake and deviled eggs. But the rest of our order we didn’t received we didn’t realize it until we got home. Which is an hour and eight minutes away. I called this place of business multiple times requesting to speak to a manager or the owner. But instead I keep getting a person by the name of Lucus taking my messages. I would like to get a full refund. For food that we didn’t received. For the poor customer service we received as well. No one has reached out to me about this issues from xperience. Lucus assured me that a manager by the end of the week will reach out. But no one did

  Business response

  02/16/2024

  Xperience Kitchen & Cocktails 

  ***************************;

  Avenel,  ** 07001

  02/16/2024

  Better Business Bureau Serving **********

  1262 *******************************

  Building A Suite 202

  ********, ** 08690

   

  Subject: Response to Customer Complaint - ID  Number ********

   

  Dear Better Business Bureau,

  We appreciate your prompt attention to the customer complaint filed against our company, as referenced by ID  Number ********.

  Ensuring the satisfaction of our customers is of utmost importance to us, and we take every complaint seriously.
  We would like to inform you that we have initiated a thorough investigation into the matter raised by the customer.

  Our primary goal is to address and resolve the concerns presented in a fair and timely manner.
  As part of our investigation process, we are:

  1. Reviewing the details provided by the customer in their complaint.
  2. Collecting relevant information from internal records and *************. Conducting interviews with involved parties to gather additional insights.
  4. Identifying areas of improvement to prevent similar issues in the future.

  We understand the importance of resolving this matter promptly and transparently. Our commitment to customer satisfaction remains unwavering, and we will provide updates on our progress as the investigation unfolds. We appreciate the role the Better Business Bureau plays in facilitating communication between consumers and businesses. If you or the customer have any additional information or documentation that *** assist us in our investigation, please do not hesitate to share it with us. We are dedicated to resolving this matter to the satisfaction of all parties involved and maintaining the high standards of service our customers expect from us.

  Thank you for your understanding and cooperation.
  Sincerely,

  Xperience Kitchen & Cocktails

  Phone: **************

  Customer response

  02/22/2024

  
  Complaint: 21179401
  
  I am rejecting this response because:
  
  We paid cash money and handed it over to the young black waiter. Who handed over to a ************************* waiter. Who didnt provide us a receipt. So we left, if you all are going to review your cameras you will see me sitting at the table alone waiting because my husband was so upset with the service that we received that he went to the car. I called multiple times to speak to a manager when I was told by ***** that someone was going to return my call. That Ive yet has received 
  
  Regards,
  
  *****************************

*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. ↩