ComplaintsforBig Bear Brewing Co

• Initial Complaint

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Steak was purchased on December 29, 2023. The steak was extremely ****** and WATERY as if it was cooked cold. Due the poor customer service received inside the store itself, we decided to take the steak home without making complaints. After taking the steak home to reheat it we noticed there was HAIR at the bottom of the steak, we called the restaurant immediately!! Spoke with general manager *****************, he was not only very unprofessional, but also; extremely cocky, rude, unsympathetic, and did not care! He promised to return a call the following day, he never called back. We reached out quite a few times also left messages, **** is reluctant and has failed to provide further communication correspondence for the proprietor to have this situation resolved. The worst experience we've ever received inside a restaurant.

  Business response

  01/11/2024

  To whom it may concern:
  
  This is in response to the complaint from ******************************************,from her visit to Big Bear Brewing Company on Saturday, December 30th.  ******************** was in the bar area of our restaurant walking around the bar looking for a seat for her and her husband.  One of our servers that was stationed in the bar saw they were walking around the bar and asked them if they were looking for a seat at the bar. The server then told them she would keep an eye out and inform her when a seat was about to be vacant.  Afterwards this same server had ******************** seated at her table.  She greeted them and provided service.  At the end of their meal, the server came to the table and ******************** said she was trying to get her attention to bring her the bill and wanted to take her steak home.  The server asked her if she could box up her food and ******************** declined and asked her to bring her a box.  Upon returning to the table, the server boxed up her steak in front of her. The bill was paid and ******************** left.
  At no time during ********************** visit did she or her husband express disappointment in the service they received or in the quality of the New York Steak.  I was here during their visit and was not informed either. Later that evening I received a phone call from ******************** stating she was very disappointed in finding a hair underneath her New York Steak inside her to-go box.  I apologized and asked her if she had a copy of her check so I could investigate further.  She continued to express her disappointment and became very aggressive in her tone and demanded a refund.  I apologized once again and informed her I would not be able to offer a refund.  ******************* then asked for the corporate office number at which I explained we were privately owned.  She then asked for the owners phone number at which I said I could not give out and offered our email to correspond with ****.  She then told me she expected a phone call back by tomorrow or she would be going to social media to report her experience.  I told her I would talk to the owner and call her the next day when I came to work.  The next day, January 31st I came to work at 1:00 p.m. and the restaurant was too busy for me to break away and call ********************.  ******************** had her daughter call me back around 3:00 p.m. I was able to speak to her daughter at which point her daughter expressed her disappointment in the way this situation was being handled.  She asked for the owners contact information and I again gave her our email address. She asked me for my full name and the restaurants address and told me I would be hearing from a lawyer regarding this matter.  

  Customer response

  03/01/2024

   
  Complaint: 21077359
  
  I am rejecting this response because:

  It is absolutely not necessary to tell lies, very unethical. This manager clearly has a problem in being truthful. We demanded on many attempts and specifically stated that we were not seeking any monetary funds in return, instead a simple replacement of the horribly prepared steak with hair attached. We would never return to your restaurant, self nor staff members; at least be a professional in replacing the repulsive meal and give us the opportunity to do what we wish with its replacement value!!!

   

  REPLACEMENT VALUE REQUESTED!!!!
  
  Sincerely,
  
  ******************************************

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