Complaints

• Initial Complaint

  12/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked my reception at the Fultanos on *********** (owner ****) We were trying to figure out permit things and he couldnt be bothered to get on a phone call to double check everything and ended up raising his voice and canceling my reception. I was supposed to get a full refund and almost two months later do not have it. I have since been blocked on his phone and cannot get any information on my refund. Again this is after he yelled at me because he thought he knew the laws from a voice message.

  Business response

  01/21/2024

  This individual made an agreement when she originally asked to reserve our dining room. Ive only done this one time ever and it goes against my general policy but I thought she was a big fan of ours, so I wanted to accommodate her. After the original arrangement, ***** reached back out to my manager and said that she wanted to have her own person come in and poor hard alcohol. I really did not want to do that, and it was important to us that the pouring of the alcohol was handled in a safe and reasonable way, yet the person pouring the heart alcohol did not work for me. I told ***** that I would go ahead and do it even though it was going to cost us quite a bit of money in beer and wine sales , but try to accommodate I said I would do it however, you need to make sure you get the proper permits. ***** hired somebody with little to no experience with pouring alcohol, and ******* had any idea how the licensing and permitting process works. I communicated with OLCC which I have worked with for over 25 years and Ive also been an owner licensee of three different restaurants that sell beer and wine. I told both ladies exactly what they needed to do in order to be able to pour alcohol at my restaurant. This was very clear to me, and I was very clear to them about what needed to happen. There was nothing more I couldve done to help them procure the necessary short term permit to allow them to pour hard alcohol in my restaurant. After multiple back-and-forth it was becoming a very time-consuming process, all while being argued with by the two individuals who seem to know nothing about restaurant, business and liquor licenses. I after being told by *****, that the information I

  got was wrong, because  Her inexperienced employee told her OLCC gave her different information. The only way this was gonna work as if they did as I instructed. I could not get the license for them. They have to get the license in particular the individual thats going to be pouring the liquor in order to cover themselves and take responsibility for what they were serving. It became dramatic when I said I wasnt going be involved with that and they had to work it out with OLCC. ***** and I got into a little bit of an argument. It was a two-way argument, and I did not yell at anyone.  Once this conflict became an argument, I just told ***** Im done I think she should find another place for her party. During the argument Misha Made it personal by telling me I didnt know anything im just a guy that owns a pizza store in a small town, and did I think I was smarter than a lawyer. When it became personal, I just shut the whole thing down. I told her shed get a refund right away. Within minutes, I called our credit card processor. I gave them the transaction numbers and the dates and the amounts and told them they needed to refund two transactions in the amount of $200 each which were total $400. I had records sent to me by the processor showing that the two separate refunds Were in process of being returned. At that point neither of us had any reason to think the full $400 would not be refunded. Theres a problem with honesty here and also I noticed ***** said the amount due was $400. She was refunded $200 right away or as long as it takes for the banks to process the refund.  I did not know that the other $200 was not refunded, there was no reason for me to question that. Instead of *****, emailing me which she had done many times or calling the restaurant, she decided to take to social media try to make us look bad.  Once I saw that, I reached out to her and told her I had no idea that the 200 wasnt refunded and then I would call the processor  which I did right away and they explained to me that they held the refund because in their system, they thought it was a duplicate transaction or that the  Transaction was not refunded was never processed in the first place. I  representative to make sure that everything was right at which point they checked and said no she should have been given another $200. At that point the refund was processed and I sent ***** a copy of what the processing company gave me . Sometimes in order to try to accommodate customer I go against instincts, and in this case, it really ended up burning me. Theres nothing to support or lend doubt to the fact that I did everything that I could to initially accommodate ***** as well as make refund her.

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