Pickle Barrel Restaurants Informative - Deplorable Customer Service

Review by bigboxworker on 2007-11-17
TORONTO -- I have had good experience with The Pickle Barrel in the past and was happy to take my girlfriend out for dinner here as I was confident we would have a good time there.

As we arrived at our table a waitress politely greeted us and offered to take drink orders and starters. Later on in the evenings she took our orders for our entrees. She did return several times to clarify our order, and she apologized for being "annoying" as she was starting her first day here. I was totally fine with that, as we have all been in that position.

Overall The Waitress provided us with a good dining experience considering she was new to this. The trouble started as we were preparing to leave the restaurant.

She presented us with the receipt and I payed with my credit card. She brought back my credit card and a receipt for my to sign and return to her. The Waitress stayed behind me while I wrote down the tip amount and signed the slip, and as i finished she took her copy of the receipts with her and thanked me for dining at the pickle barrel.

I stayed at the restaurant for another 20 minutes while my girlfriend finished up her desert. When we finally got ready to leave and approached the exit, the manager rudely approached us and informed me that he needed my credit card again because the waitress informed him that I did not sign the merchant slip or I disposed of it and did not return it to her, and if I didn't hand over my credit card it would be the equivalent of dining and dashing.

I politely informed the manager, that the waitress was behind me the entire time as I signed the receipts and handed it to her. The Manager informed me that the waitress told him otherwise. I believe the waitress misplaced the slip after taking it from me and was embarrassed to admit her mistake to her manager.

The Manager proceeded to tell me that the waitress would not lie to him because she had nothing to gain from doing so. I told him that I would not provide him with my credit card again, as it was not my fault that the waitress did not remember taking possession of the signed receipt or misplaced it. The manager sarcastically told me that i needed to hand over my credit card or wash dishes for a month.

I reluctantly handed over my credit card, to avoid any further embarrassment and the manager proceeded to charge me again. Originally I had tipped the waitress 30% for her hard work. I informed the manager that due to this incident that he has just lost a customer and that his waitress had screwed herself from a tip completely. Not tipping at all my sound a little extreme, but I feel I was royally screwed by this waitress' mistake and her refusal to take responsibility for it.

I got home and called my credit card company as soon as their customer service hotlines were open the next day and informed them to charge back the Pickle barrel if I was charged more than once.

Will never dine here again.
Comments:6 Replies - Latest reply on 2007-11-18
Posted by Hugh_Jorgen on 2007-11-18:
You handled it pretty well, but I would make one more trip back there to show the manager the double charge on your credit card statement. He has a waitress that's either incompetent or a liar and he needs to know about it. Good review.
Posted by Principissa on 2007-11-18:
Agree with Hugh. I realize it was her first day, but she was standing right behind you while you were signing the slip. I think she did great for a first day on the job until the end. And I give her a lot of props for being so diligent with your orders. As Hugh said, bring them the statement that shows the double charge and request a refund.
Posted by spiderman2 on 2007-11-18:
I don't see where it says he was actually double charged. Didn't he call and tell the credit card to make sure he wasn't double charged?
Posted by Principissa on 2007-11-18:
Spiderman I was just stating that if it turns out he was double charged. Because he did have the card run through their system twice.
Posted by runaway on 2007-11-18:
Where was your copy of the charge? Every restaurant I go to gives you yours right when you sign, and you said the waitress only took her copy.
Also, technically, as long as they had the imprint, your signature was unnecessary as long as you didn't dispute the charge (they could have also pulled up a batch report and figured out if yours went through).
Posted by bigboxworker on 2007-11-18:
I had my copy of the receipt but that wasn't good enough for the manager. He needed the signed merchant copy with the correct tip amount and my signature to protect his business from chargebacks, which I totally understand from working with POS systems in various retail environments. However, it is not my problem if his staff loses their paperwork.

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