ComplaintsforBlack Tap Craft Burgers & Shakes

• Initial Complaint

  07/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On February 2nd, 2023, just before 4pm, my family and I were in *************** looking for a place for dinner. We were in ********** celebrating my sons Make A Wish trip. We found a restaurant (Black Tap) that wasnt busy, and offered outside seating which is a plus for us since most restaurants are too loud and overwhelming for my son. My husband walked up to the host at the front of the restaurant and said we needed a table for four. The host said strollers werent allowed. My husband said my son has to be in a stroller because he is unable to walk. The host said well can you go park your stroller in a different area and then carry your son? I would like it to be known that there are no signs posted anywhere that says strollers are not allowed in their restaurant. We told the host no, we arent going to carry him because he needs his stroller as a seat to eat at. The host then said we need a red tag from guest services so they know the stroller is medically necessary. This was the first time the entire week we had ever heard about a red tag, or had been given a hard time about needing to keep our stroller with us. The host finally said you can come in and let us order. I saw an older man wiping tables and approached him and asked if he was the manager. He said he was. I explained the situation that happened and his response was the host was just doing what hes told. At no point did he apologize for the delivery of the conversation. After we had dinner, I went to 3 other businesses in *************** and asked if they knew what a red tag was and if they knew where I could get one. No other business had any idea what I was talking about. Once we got back to our hotel, I approached the front desk at ********** Adventures to make a complaint. They advised me that *************** restaurants are third-party and they dont have any control over them. They advised me to go on the Black Tap website and fill out the comment section so a manager could reach out to me and discuss the issue. I did that, that night and left my information so they could contact me. Over the next four months I have tried to contact Black Tap by email twice through the comment section on their webpage. I have called the restaurant at different days and different times asking to speak to the general manager, ****. I contacted ********* Black ************** and asked if they could put me in contact with their human resources department and they were very helpful and advised me that each restaurant is separately owned and they didnt have any information for the ******* human resource department. The hostess, *** at the ********* restaurant spoke with her manager who contacted the ******* locations chef, and asked if ****, the general manager would be kind enough to give me a call about an issue I had at his restaurant. The ********* restaurant advised me that **** acknowledged he got my first email, and had all my information and would be contacting me as soon as possible. I have yet to receive any email, or phone call back from **** even though I have left my information for him multiple different ways. I spoke to a manager named ******* at the ******* Black tap restaurant, and she apologized for the incident, and said she would pass my information along to **** to contact me. I contacted ****** and let them know about the issue, and they again said they have no control over how restaurants choose to behave, even if they dont agree with it. The ****** customer service associate that I spoke with did advise me any business in *************** is not allowed to enforce a red tag because red tags can only be given to you inside the ****** park, and are only used for purposes inside the ****** park. The ****** customer service associate suggested I contact the Better Business Bureau and let them know that after multiple attempts in four months, that the general manager of a restaurant has yet to return my phone call to discuss an issue at his restaurant. I would like **** to acknowledge that the way his staff handled the situation was very poor, and to apologize to my son. I dont want any other family to have to go through what we did, or any child to feel the way that my son did.

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