ComplaintsforBarin Restaurant

• Initial Complaint

  08/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I (************) hosted an event for 48 people at your restaurant on 04/07/23 and that the event involved significant issues and errors attributed to your organization. ************ advises two tables were set up with one table facing a camera where everything was properly served and another table for which service fell well below any reasonable standard. The non-camera table was largely empty and ************ requested additional food for her arriving guests and did not receive it. Appetizers were not served at both tables and ************ requested assistance from multiple servers to remedy the situation which was highly distressing to her. Guest requests for hot tea and other items also remained unfulfilled. At the conclusion of the event, ************ paid the bill in full, totaling $5400 and did not receive a receipt. ************ tried to discuss this matter with a manager following the event and was told that it was her fault for choosing a less expensive package. This is wholly unacceptable to ************ who is demanding a refund of $2700. We are demanding a written response within 14 days confirming that she will receive a refund of $2700

  Business response

  09/02/2023

  Dear *************
    you are still unsatisfied with our service, which was given on your party on 04/17/2023 at Barin Russian cuisine. As we stated earlier, everything what was supposed to be served on your tables, according to our menus and your orders, was served. We are more than 20 years in the restaurant business, and we never had this type of accusations. I dont think anyone is capable of building up a good business reputation by withholding a big part of food in a restaurant.
  I remember that day very well. The restaurant was almost sold out. You (************) arrived for your party an hour later than most of your guests. To this moment, some dishes have already been finished by the guests who have arrived in time, and they replaced their empty dishes by yours. We tried to stop them, but, as I said, the restaurant was nearly full,and we couldnt guard your tables all the time, we had to serve others as well.It might be a good idea next time to arrive at least at the same time as your guests and start the meal together. It would absolutely exclude this kind of situation.As was expected you started to complain upon your arrival demanding more food items to be served to cover the empty holes in your part of the table. We were not obligated to do that, but to keep up a nice relationship with our clients, we added some food plates from reserve and the right order on the table was reestablished.Of course, the total cost of disappeared plates was not even close to $2700.00,but anyway, we were not planning to charge this party. Now I think that we should have done it.
  We have all the recordings from the security camera how we were putting extra plates in front of the host, who is claiming now that we did not bring out anything. Also, we have a recording of the end of the party when she was paying for the banquet (when everybody left) and thanking us for the good job. So, what happened suddenly with a good job,a few days later? Also, we have video recordings of her guests and friends, packing themselves a sufficient amount of food to take it home and leaving the restaurant with towers of TO-GO boxes. Watching this recording, it is hard to believe that someone stayed hungry after the party.
  During our long years of service, it was no secret that most of our guests are immigrants from the territory of former USSR. We have served numerous *************, Jewish, Middle Eastern banquets and our workers familiar with different traditions of different nations. Among them: serving Green *** to Middle Eastern parties in the beginning is the most obvious act. We do it every time. It is a routine. Why would we stop doing it starting at your party?
  And for the conclusion of the party.Our bills consist of two parts. One is the copy of the other part. And it is marked - one is for merchant, the other is for costumer. We serve them together and they are identical. We do not keep the clients part - usually a client decides to keep it or not. But even if he lost it, he could request a copy of the merchant part. That part we keep for quite a long time.
  And one more thing. We serve three kinds of banquets: the Standard, the Uzbeki and the Super Banquet. All the information about the dishes, prices, and servings are present in our restaurant on printouts or on our website. We also have some ads in newspapers. It is impossible that you would order a banquet and our sellers will not tell you about the information regarding each of them. As I remember, ************ personally visited the restaurant to order a banquet and she was told everything about them, and she had an opportunity to discuss any requests.  
  I have tried to answer all the problematic questions. We are surprised and very sorry that our relationship was ruined that far we were always very happy to see you as our guests from your community. We have always tried to do our best in serving your parties and,no matter what we will be happy to see you again on celebrations of different occasions. 

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