ComplaintsforWood Ranch BBQ & Grill

• Initial Complaint

  08/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On Sunday, February 19th, 2023, I dined at the Northridge Wood Ranch, where I unfortunately sat on broken glass that was not visible to me. As a result, the glass cut a hole through my pants and caused a painful, bleeding wound. The manager quickly identified the glass as a chipped piece from the table candle holder and removed it from the table. The manager on duty assured me they would reimburse me for my ruined pants at the very least and that the general manager would follow up the next day. After not hearing from the restaurant for almost a week, I reached out to ************************* myself **************** and Risk Manager) who put me in contact with ***************************, the General Manager. ****** told me to buy a replacement pair of pants and to email him a copy of the receipt. I sent him the receipt for almost $350 via email and in return, ****** mailed me a $350 gift card to the restaurant. I informed him that I do not live in the area and there are no Wood Ranch locations near me so that gift card would be useless. I asked for a reimbursement of my pants as promised by the restaurant on the day of the incident and ****** simply replied that he couldnt do that and that this is how they reconcile issues of this nature. I am incredibly frustrated that the restaurant has refused to reimburse me for the damaged item and particularly surprised and disappointed in the restaurants response.

  Business response

  08/18/2023

  On Sunday 2/19/2023 ************** was seated on our patio and there was a fractured piece of glass on the chair. ****** leg was scrapped, and we provided her with an antiseptic wipe and Band-aid, she also let us know her pant leg was torn. The managers on duty comped off ****** meal for the inconvenience and let her know that ***********************, the General Manager, would reach out in the next 2 business days.  Monday 2/20/2023 was the Presidents Day holiday and on Tuesday 2/21/2023 ***** reached out to the store to inquire why she had not received a call. The manager on duty let her know that the General Manager was not in but would contact her the following day. ***** then inquired if there was anyone to reach out to immediately and she was referred to our HR Director *************************. That afternoon ****** received an email from ***** about the situation. ****** checked on ****** injury and inquired about the damaged pants. ***** responded on 2/23/2023 confirming that her injury was healing well and estimated the value of her pants at $300. ****** shared this information with ****, and he attempted to call ***** the following morning. **** did not get a call back from *****, and knowing he was going to be off again for a few days, on 2/25/2023 he emailed ***** apologizing again for the incident, and for not connecting with her yet, and requested she come by the store to provide me a receipt for her pants replacement or repair so we could provide a reimbursement. We did not hear back until 3/1/2023, at which time she requested to Email a receipt since she is not local, and **** let her know we could make that work. On 5/6/2023 we heard back from ***** with her receipt for $347 pants. On 5/9/2023 we responded thanking her for getting the receipt over to us and letting her know that we would forward her a $350 Gift Card to reimburse her. On 6/2/2023 ***** reached back out claiming she had been promised a check as her form of reimbursement, which she had not been, and expressed her disappointment in a gift card since she lived up north. **** responded apologizing for the situation as a whole and for her disappointment in our chosen form of reimbursement. She followed up again on 6/16/2023 again requesting a different form of reimbursement. After discussing the situation with my Area Director ***********************, we decided the form of reimbursement was adequate and we responded again to apologize that she had not been fully satisfied with our form of reimbursement again but assured her that we hoped it would provide her an opportunity in the future to have a more positively memorable experience.

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