ComplaintsforHops & Scotch

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I regret to express my dissatisfaction with Hops & Scotch, in WC. This venue falls short in terms of ***************************************** uninformed staff.Our group visited twice in one evening (before & after dinner). After a birthday celebration we went back to the bar. My initial drink I ordered was a Clase Azul cocktail and was only $47.During the 2nd visit, the waitress that took our drink orders used a handheld device, eliminating the presentation of a physical menu. We informed the waitress of our earlier visit and our intention to order the same drinks. I told her I previously ordered a Clase Azul on the rocks, only to be told they didn't have it. After some scrolling on her device, she eventually found several options, indicating a lack of familiarity with her bar's offerings. She asked which one I wanted, and I said I wasnt sure what was in my 1st order. She mentioned several and I guessed it was ***** but found out it was Reposado. The cost of one pour was NEVER disclosed to me. When it came time to settle the bill, we discovered that the tequila with a splash of soda water amounted to $205, which was a complete surprise to us. The cost was never brought up during our order, leaving us puzzled (and they also charged 20% gratuity without my knowledge). The manager insisted that it was on the menu, but we never received one or were informed of the price by our waitress. The situation escalated, with staff discussing it openly with the patrons at the bar and one employee harassing my husband as he carried gifts to the car. We requested the Sheriff's intervention since the manager (owner by phone) were unaccommodating. Our intention was never to avoid payment, but rather to point out the waitresss lack of communication of the Anejo cost of $175 from menu and for her oversight of menu knowledge.Unfortunately, this incident has led us to decide never to return, and we will caution friends and others against considering this establishment.

  Business response

  03/25/2024

  They came in and ordered some drinks and left and came back a second time. The second time they guessed at what they had ordered the first time. They were asked 3 times if they were sure that's what they wanted. Our menus are on QR codes and paper copies are available upon request. Once the bill came they refused to pay it. We offered them a discount. They refused. We called the sheriffs department and the sheriff told them that they needed to pay their tab. We STILL gave them a discount on it. 

   

  The rest of the complaints are irrelevant. We close at the time we close and we don't bend the rules for anyone. We are a full service establishment and will not serve people who want to just stand around. 

  Customer response

  03/26/2024

   
  Complaint: 21414085
  
  I am rejecting this response because:
  
  The owner Ballsdep was not at the bar when we arrived both times and blatantly lying about what transpired on this forum as well as on social media platforms. If the waitress asked me THREE times that I wanted to order a $205 drink when I ordered a $25 the first time, then I would have immediately rejected that price. Balsdeps defensive tone is a clear indication that he does not a good leader and does not put his customers first and you can see similar reviews regarding the lack of service they provide. It was at my request to call the Sheriff once the manager shared the cost of drink because it was not fair & we were not informed about the cost of the drink. We were never not going to pay the bill, this was the last thing we wanted. The waitress should have paid the difference or the bar for their mistake of not sharing the price of tequila and her lack of showing us a menu. And ******** is now stalking me on LinkedIn, because he has access to my full name, which is unsolicited and inappropriate for a business owner. Very unprofessional behavior, let alone unsettling to see someone trying to seek out your personal information that is unrelated to my industry.
  

  -*******

  Business response

  03/26/2024

  1) The customer was offered a huge discount so that it would cover the cost, but they refused. Yet after the sheriff told them to pay they asked for the discount. 

  2) ************ platforms are public and in order for us to respond on YELP we have to know if it's a person from a competing business, not stalking. As a small business we have no intentions of hurting our customers sentiments however unfair that this said customer continues to spread lies. 

  3) YELP only allows one account per business, not per person. That is how the business account is set up and works. We don't have the luxury of creating multiple accounts like the customer has. 

  4) This customer Yelped from two different accounts. One was specifically created to review us and then she used another one to respond. 

  5) The first drink was $47 not $25

  6) Why should the waitress pay for the difference for a customers guessing game mistake?

   

  Customer response

  03/26/2024

  Complaint: 21414085
  
  I am rejecting this response because:
  
  It is quite clear that this business owner does not understand the definition of **************** and thankfully the ******************** is a platform to make legitimate claims against businesses lacking the sense to inform customers of the cost of a drink that is 5 to 6xs higher than others. Customers should be warned not to deal with him or attend this business because of his hostile stance he continues to take against patrons.

  Other bartenders that I have spoken to; and that we have since shared this story with numerous people also appalled to hear how we have been treated; would never do this to their customers and if in the same shoes, they would want the same respect shown to them by sharing the cost of an expensive drink choice. The waitress should have come back to confirm the cost, even after 20+ minutes of waiting for the drinks. She was no where to be found, and clearly it was bad business practice on her part for not informing me of the cost. *************;does not believe in the Customers Always Right mentality, with his aggressive and blatant lies regarding the situation. He was never present during either of our visits and other consumers should be aware of this since he is making accusations based on hearsay.
  
  There are cameras all over the bar and it will show that the waitress never presented a menu or indicated to have one to look at which would have also shown that they had the brand of tequila that was requested (which she initially said they didn't have), as well as the pricing. The "principle to this matter", is that we were never informed of the cost of $205 and because of her lack of providing this information, the waitress and/or establishment should be responsible and pay the difference if my initial drink was $47. This was her mistake from the moment she did not tell me the total cost of $205 for a drink I thought I was having from the earlier visit for a fraction of this price. I have an entire table to witness and confirm this story. She took everyone's order from a handheld device and never once offered to share a menu or to look at one. Not telling us the absurb cost of this one drink would have avoided all of this chaos.

  After I requested that the Sheriff come to hear our side of the story, we continued to sit quietly at our table. My husband figured we were going to be waiting awhile and started walking out the side door to try and bring presents to the car in the garage, as well as bring the car to the front of the building. There was never any indication that we would not pay the bill. We just wanted this reported to the Sheriff and there was never any indication that we were just going to leave and not pay. However, we did not want to pay for a bill that had a $205 drink that was not rightfully presented to us in the first place. As we continued to wait, another male staff member (wearing a hat and with a *****), proceeded to unprofessionally harass & yell out to him as he walked through the side door about 'you can't leave, and need to pay your bill' and proudly started laughing showing how unprofessional and immature he was about a situation that did not involved him. He was not the one taking the order but because the waitress and the manager knew, they proceeded to share with others including patrons at the bar past closing time. They were all unrelated to our table and instigated the situation by making comments to my husband escalating this situation. This was none of their business and they had no right to engage but this just shows lack of respect to our party that remained.

  Since ********* continues to ************ without listening to the side of the customer, he lacks rationale, simple consideration and is quick to lash out to any customer that has a complaint about his staffs inability to share expensive drink costs, proving his unwilling behavior to provide quality customer service, and showing his true colors with his confrontational attitude, as seen in his staff as well. It proves that this owner lacks integrity, is not trustworthy or knows how to show compassion. Clearly he does not know how to say he or his staff are wrong (or that they are sorry for not sharing that a drink is going to cost over $200), and his staff acted unprofessionally. 
  
  Seeking people outside of BBB & Yelp is stalking, and grounds for harassment because we are in unrelated networking industries. You have access to my name and information and this is disturbing to say the least. I have ZERO things in common with this business owner, let alone would I have any interest to be remotely acquainted to them or this establishment that lacks leadership, as he continues to show his negative reactions to their obvious mistake.

  I have never had such an argumentative tone from a business and the owner's response, so others should be warned.

  -*******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩