Dickey's Barbecue Pit

We received this complaint from the customer “[redacted]” at the time of the incident, she was dining in at our restaurant and claimed to have a bone inside of our polish sausage. She approached the manager on duty and said there was a bone in my sausage and I bit down on it and it broke my tooth. He...

then asked for her phone number and email address so our insurance provider could call her to get information on the incident. She was not happy with this and wanted our manager [redacted] to give her cash from our register to pay for her broken tooth. We apologized and informed her that we have insurance for customer related injuries and would have to follow the correct protocol for that. We then immediately contacted our insurance adjuster [redacted] to handle the claim. [redacted] then interviewed myself, and the store manager [redacted] about what happened at the restaurant. [redacted] informed us she would then get in contact with the customer to interview her and they would make an determination from there. I followed up with [redacted] on June 29th to find out the status on the claim and she said she has left messages and emails for the claimant and has been unsuccessful with getting ahold of her. This customer has continued calling us about the issue but still has not responded to our insurance adjuster. If she would like to have this case taken care of she needs to call [redacted] at ###-###-#### and refer to claim number 316912-GF

Initial Business Response /* (1000, 5, 2016/02/22) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
The wheels on the customers truck were torqued to 125ft/lbs.
Aluminum wheels are prone to loosening though not that soon. ...

We will have out wrenches looked at and make sure that our employees are reading them correctly.
The customer called our shop but we were closed due to the storm so I was not able to help him.
When I did talk to him he did not mention the costs to him in our phone conversation or that he was looking to be compensated.
He told me that the tow truck didn't show up for about 45 minutes and that him and a friend jacked his truck up, and had a hard time because of the plow being on his truck,and put the wheel on so I assumed there was no charge for the tow truck.
He said that he only found 4 of the 6 wheel nuts and that he had to get them from a junk yard.
Had I known that he had to pay for the tow truck I would have reimbursed him with a receipt.
I realize now that I should have had him bring the truck in to have it looked over and repair the damages.
We are more than willing to have another garage look at his truck but if there is any work to be done we are willing do the work ourselves.

Initial Consumer Rebuttal /* (2000, 8, 2016/02/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)

We did talk to Mr. [redacted] and refunded a little bit of the money for approximately 50 people.  We feel that this matter has been resolved with Mr. [redacted]. Rob

I have reached out to the consumer and have told her that I don't have her money.  Her order was cancelled through our system.  I've attempted to reach out to her 6 times and she won't call me back.  She was told to dispute the charge with her credit card company.  The consumer...

didn't call us until 3 weeks after.

I was double charged and was ignored by the owner.on 4/9/16 I was double charged at Dickeys [redacted]. I told the manager who said I need to wait until the next day to speak with the owner. I came I the next day, no owner. I kindly asked the manager to call the owner. the owner then told the manager to tell me I had to wait until the next day..no response for days. finally I get an email saying to send her my charges from. my bank.....which I did. it clearly shows I was charged twice. she told me to wait yet again. she contacted the online service they use and they told her they see the charge but they don't know why I was charged twice...I know as a business owner. customer service is key. she should have resolved the issue by giving my money.they figuring out what went wrong. instead I've lost all contact I get no response, and I'm still out of money. I was very patient with the people involved but I have a new baby who was literally 20 days old when this incident occurred $60 could feed my baby for a month. I'd truly appreciate my money back 4 months is long enough.Desired SettlementI simple want what's owed to me, it was wrongfully takenBusiness Response [redacted] placed an OLO with my store. The first time she placed the order it was denied, by her credit card company, because her address did not match the address on file with the credit card. She then tried again and it went through. I received the money for the food she received. [redacted] advised me that she was charged twice. I proceeded to contact my OLO account and my credit card processor. They both told me that there was only 1 charge and that was it, I tried to give her a refund, and the CC processor told me they could not give her a refund because there was no transaction to refund , I have asked [redacted], several times to show me her statement where the bank has charged her twice. The only response I received was a picture of pending charges. When you use a debit card, banks will hold money anytime you swipe your debit card. I was told by the cc processor that the bank can hold your account for up to 5 days. I did everything I could, I even offered to talk to her bank. I called them, and they would not discuss anything with me, because it was not my account. I only received payment for the food she received. The email response from the OLO is below:Hi [redacted]Thanks for contacting Olo Help. We have confirmed that the customer was trying to place the order two times. First attempt to checkout was rejected by the credit card provider because of bad address information entered on the checkout page (i.e. what was entered did not match what was on file at the bank). The failed order ID is [redacted]. The customer then fixed that error and checked out again, and that order was successful.Unfortunately, some banks that reject bad address information still go ahead and show the pending transaction(s) for a period of time, even though it was rejected and it will never actually bill them. I confirmed that this first transaction(s) failed, and those funds will not be permanently deducted from the customer's account. The "pending" transaction(s) will go away over the next few days. If the customer used a debit card, some banks will temporarily hold the funds until the the transaction(s) are confirmed as failed. It usually takes 2-3 days for the attempted transaction(s) to fall off and the funds to be returned to the customer's account.Please let us know if you have any other questions.Best,Olo HelpOn April 12, I explained all this to her and asked that she wait and see if it all straightened out. On April 30th I received another email from [redacted] stating she wanted her money back. I asked her to show me her statement that shows the 2 charges, I never received this. On May 22, I received another email form [redacted], again asking for her money. I asked her to send me a copy of her statement showing the 2 charges, again I received nothing. I have done everything I can to take care of the situation. I have contacted both companies and they have told me they only see 1 transaction and that is what I have been paid for.Consumer Response I sent my bank infoenon two separate occasions. This is an absolute lie. I'm flabbergasted that this establisment refuses to return my payment. I will gladly send my bank statement to 5th Revdex.com I have the proof that sent her and OLO my statemet. I'm a Veteran and was trained to cover myself for situations like this. This is unfair [redacted] you are a business owner and should have better customer service. I gave her all of the information she needed. I was going to let this go will have to contact the media. I'm tired of being taken advantage of.Final Business Response I am sorry, but I never received your April bank statement. If you could please forward your April statement to me.Below is the last 3 email communications with [redacted].[redacted]May 11to [redacted] Please send a copy of the 2 charges on your account.[redacted] GMW Carolina, Incdba Dickey's Barbecue Pit[redacted]-------- Original message --------From: [redacted]Date: 5/11/16 7:54 PM (GMT-05:00)To: [redacted]Subject: Re: Fwd: RE: customer charged twiceI am going to have to contact someone higher because it's been over a month.and Noone seems to care that I'm out of money. I've been more than patient I have a newborn and don't have money to give away. I need my money this week. This is not fair.On Apr 30, 2016 13:59, "[redacted]" [redacted] wrote:Can you send me a copy of the 2 charges. My credit card processor is still showing only 1 charge for $44.12.[redacted]Vice-President GMW Carolina, Incdba Dickey's Barbecue Pit[redacted]On Sat, Apr 30, 2016 at 1:20 PM, [redacted] wrote:No one has spoken to me in about a week, am I supposed to just lose out on money?On Apr 12, 2016 12:42, "[redacted]" wrote:This is what OLO responded.

Today I visited your establishment located in Cary, NC. I will say that I was more than upset and disappointed with the level of customer service and Today I visited your establishment located in Cary, NC. I will say that I was more than upset and disappointed with the level of customer service and respect that I received while there. I stood in line for over 20 minutes. I was behind an elderly couple who presented a coupon and the cashier advised them that she could not accept it because it expired yesterday. I ordered a kids meal and the young lady informed me that she could only take a kids meal for someone under 12. I said so your telling me that I can't order a kids meal. She then said no that's fine, she took my order and proceeded to walk away. I had to ask another young lady for a cup, as the kids meal comes with a drink. So the other cashier hands me a cup I walk away to the drink fountain, pour some tea and come back to the line to wait for my order. The young lady who originally took my order comes up to me and rudely says ma'am you did not pay for that size drink I need to give you a smaller size. I said but I'm all ready drinking out of it are you really going to take my cup. She then say's yes I'll need to exchange it for a smaller size. I said well this is the cup she handed me I'm already drinking from it, maybe you should talk to your employee about her mistake. She then walked to the registered and says well I'll just refund your money back and you can leave. I said gladly, I asked to speak with her manager and she proudly boast that we be me. Her name was [redacted]. I never felt so embarrassed and mistreated in a restaurant in all my life. I will never return.Desired SettlementI would like a formal written apology, for how I was treated. I would also like some type disciplinary action be taken against the manager. Business Response I contacted this customer shortly after she sent in a negative survey. I apologized for her experience and stated that my goal as an owner is to have every customer to have an enjoyable visit ever time they come to my restaurant. I listened to what she had to say, I asked her questions about the incident.I told her I would talk to the manager and counsel her on her handling of the situation . I asked her what I could do to get her to be a returning customer. She stated she would like an apology. I apologized again and stated none of my customers should leave my restaurant with a bad experience. She then said she wanted an apology from the manager. I told her I was heading to the restaurant shortly and I would talk to the manager and have her call the customer. The manager called the customer. The customer did not answer the phone, so the manager left a message apologizing and asked the customer to call her back so she can apologize for her behavior. As of today, the customer has not called her back. I am not sure what else to do for a $4.95 meal that she was refunded and a complimentary cup of tea that she left with.Consumer Response I was contacted by the owner and did also receive a phone call from the manager. I returned her call but she had already left for day. In response to the comment left by the owner your tea was not complimentary and the price of my meal is irrelevant. I frequently visit your restaurant for lunch and have spent well there. I now see why your staff doesn't respect customers! Your apology was definitely not sincere and I will never return to your establishment. I'm a firm believer in karma. Good look to you trying to run a restaurant with unsuitable management. Final Business Response We are sorry to hear you feel that way. We value all our customers business and hope to see you return.