Dallas BBQ Restaurant Complaint - Terrible Management
NEW YORK, NEW YORK -- To Whom It May Concern:
On Saturday, May 5th, my family and I visited your establishment located on 241 W 42nd St, and had the worst experience ever at any restaurant. Since we were in a group, naturally, we expected to be seated together. However, after a half hour wait, the hostess proceeded to seat us at separate tables at separate areas of the restaurant.
Earlier that week, I contacted the restaurant to make the arrangements and gave notification that we would be a group of about 20 persons. A manager named Carlos informed me that, while the restaurant does not make reservations on weekends, so long as our entire group was present, we would be seated together and in less than 25 minutes.
After I expressed my disapproval of the situation to the hostess, her response to me was, “Well, if you want to sit together, you’re going to have to wait an hour.” To me, having been told that there would be no problem serving us, this was unacceptable.
I asked to speak to Carlos. It is my understanding that customer service entails quelling customers and appealing to their disdain. It is also my understanding that the position of manager does not harass customers. However, this individual, Carlos, was not this.
Instead of alleviating our discontent, he made the situation worse. He said that the reason he disliked giving out his name and position was because he did not like people to “call him out on things”, which is what a manager does; they are supposed to take responsibility!
He did not speak to us politely, he yelled at us, reiterating the fact that there are no reservations made on weekends and that the party must be complete in order to be seated. I informed him that, indeed, all of us were there and waiting to be seated. Rather than admit his mistake, he continued to yell and argue back with my in front of my family, his staff and the rest of the customers. Then, rather than finding some kind of solution, he just walked away without even apologizing.
Fortunately, some other customers decided to leave allowing my family to sit together as we wanted. The only reason we even stayed was because 13 people in our group were children who had been excited about the reunion and the fact that we were all going out to dinner. My family spent over $300.00 at the restaurant with 5 out of the 8 adults present not eating.
Needless to say, my family will not be returning to that branch or any other BBQ branch. I will make sure that everyone I know hears about this awful experience and the poor customer service I received. Again, was very displeased with the performance of the staff and the attitude of the management, Carlos in particular. He should be fired immediately! Under no circumstances should that kind of behavior be accepted or even tolerated. The duty of a manager in the food industry is to listen to customer problems and then find a resolution. After all, customers are the only reason a business is open. Abuse them, and there is no business.
This individual, Carlos, screamed at me and humiliated me in front of my family. Our reunion was ruined. For all this, I am demanding that Carlos be removed from his position and that he apologize for the grief he unnecessarily caused us!
I can be reached through the contact information listed below. Your immediate response will be appreciated.
A very dissatisfied customer,