Complaints

• Initial Complaint

  02/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I'm connecting you in regards to an incident on 2/19 @ Encore Family Karaoke. The service was terrible & I stated that at the time I closed my ticket & wanted to be compensated. It had taken an hr to get 2 drinks. We spoke to 2 different women as well as went to the bar asking for our drinks. They charged by the hour so this made our stay longer than excepted. While closing my ticket I spoke to a taller gentleman and explained that it took an hour to get drinks. He continued to ask me if I was sure multiple times as if I was lying or my story was going to change. He then proceeded to say that due to Covid 19 they were under staffed & that there was nothing he would do. I completely understood that we're in a pandemic however that should have been stated from the beginning giving me the option to decide if I want to stay or go somewhere else. I work in healthcare & as a front line worker not once is it acceptable to blame Covid for poor services & if we are short handed I make that clear to patients thus giving them their options. I've had these reservations for 2 wks. Appropriate staff should have been placed to accommodate the volume of customers. After blaming Covid 19 for the horrible service. I was done with the conversation & my receipt was given to me by another employee. The taller man continues to speak to me in a hostile tone, I ignore him & put my hand up signaling him to stop. He clearly wanted an argument at this point & refused to let him ruin my birthday celebration. As I'm looking over my receipt he proceeds to yell my name out stating "we know who you & can find you" I was so terrified by the statement I circled the amount leaving no tip & left. He was extremely hostile & aggressive and those few seconds at the bar were petrifying. Not only did his response sound like something a stalker would say it was very threatening as well. This type of behavior is unacceptable. As a first time customer. This was a horrifying & embarrassing experience. I chose

  Business response

  03/25/2022

  Business Response /* (1000, 5, 2022/03/01) */ It was just her. None of her 10+ guests were close by or in eyesight to support her complain when their 3 hour stay was over. No one was there to help pay or to support her. The first words that came out of her mouth after receiving the bill was "The service was terrible". From my 20+ years of working service industry, we already assumed what was coming next but we still apologized for the drinks that came out "an hour after ordering" anyways. We didn't think anything of it but the customer kept going on about the service being terrible as her server stood close by shaking her head in disbelief. What we didn't expect was the customer was demanding a full refund (over $200) after staying the entire 3 hours rental and receiving food and drinks. At that point, we regretted even apologizing. --Why eat the entire meal as an example, or take the entire service and THEN complain for a full refund with no compromise. The server and the business was willing to pay for the drinks but you refuse to accept that with this all or nothing approach. Noone said, "We know who you are and can find you". We only confirmed her name to add it to a "DO NOT RESPOND" list so that we do not make the mistake of having her back. Simply put, she asked for a Full Refund of over $200 for her 3 hour stay, food and drinks because two drinks came later than she hoped for. The way she approached getting her full refund was rude and disrespectful to the staff. She would not compromise. After she leaves, she emails and asks for a full refund from the manager or owner and now this BBB complaint. Consumer Response /* (3000, 7, 2022/03/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Your response is a complete lie & proves just how untrustworthy this establishment is & how poorly you all communicate with one another. I approached the bar & stated the service was terrible. The bartender kept repeating "an hour, an hour" as if I was lying. I got there at 9, the waitress took our order on the spot. My last guest came around 9:35 pm I still hadn't gotten my drink. 3 individuals were asked about the drinks. I believe it was 2 drinks, I don't know, my guest ordered my drink for me due to it being my birthday. My guest went to the bar & they told him they were coming out. A different server came in, took an order, I informed her about it. She said she would check on it. She came back to take the last guest's drink order asked if I had gotten my drink & I said no. She said ok, I'll go make the drink myself. All of that probably took 10-15 mins... 9:45-9;50... my apologies it took nearly 50 minutes to get my drink. Nonetheless, it took too long for 2 drinks & stated I wanted to be compensated somehow. I didn't scream, I didn't cuss, I stated facts. Your bartender's entire demeanor was rude & stand-offish. He told me he didn't have the authority to give me a refund. I didn't say anything back after that. Another bartender (Guy 2) took my payment. I wait for my card. Guy 2 tells me it only took $82 & gives me the card back. I could have easily walked out or refused to pay the remaining balance at that point. Why ask for a "$200 refund?" You all lied. I gave Guy 2 the card back & told him to run it again. The guy with no authority continued to run his mouth. I ignore him, he yells something about how not to try & dispute (clearly this must happen to you all a lot because why say something like this) I grab my card & leave & as I walk off, he yells my name across the bar & I hear we know who & can find you, to me that's a threat. I sent an email explaining what happened that night & asked for a full refund after being threatened by your employee. Josh responded stating how he saw what happened that night and agreed he the bartender with no authority could have handled the situation better. I chose to celebrate my birthday at this location. None of my guests came out of pocket for the room, I took care of it myself. Furthermore, I'm an adult, I don't need back up & I'm completely capable of handling my own battles. Suggesting to have 10+ people prove/agree with me on how terrible the service was is moronic, having that many people behind me at the bar would've seemed aggressive and intimidating, creating a hostile environment. Secondly, I didn't order anything but a $2 bottled water. Since my card was already on file, 1 of my guests ordered her food & drink under me & as I stated before, the crown drink was ordered on behalf of my guest for my birthday. I shouldn't have been charged for that drink in the first place and should've been removed altogether since it took so long. Poor communication on y'all's part. Not once was I offered complimentary anything from any employee. If one was even given, it was offered to one of my guests not me. Nor was a compromise suggested or given to me by your employee. Another lie. While employees have the right to defend their place of employment, please understand that "every little word" that was voiced by your employee was rude & disrespectful. Perhaps, he should be the one to consider how his actions may affect the livelihood of such a small business like yours as you mentioned in the email. You all, have handled this entire situation poorly & proven to be inadequate of running your business, thus understanding why it remains small. Rest assured, I will never step foot into your establishment ever again & find it laughable for you all to think me or any of my guests would. Business Response /* (4000, 9, 2022/03/07) */ Simply put, we would not give you a full refund at the time of your complaint, and we will not do so now. You complained the service was terrible in front of us expecting a full refund, we offered $50 for your drinks even and nothing would appease you except getting your full refund. You escalated the situation and now you want to use any excuse to get your way. You have harassed us on review boards and claim we are threatening, when all you have done is be threatening and malicious. We are done talking about this. Please leave us alone. Consumer Response /* (4200, 11, 2022/03/09) */ (The consumer indicated he/she DID NOT accept the response from the business.)

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