Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is ***********************. I visited Nikki Beach on July, 30, 2023 and my server was **************** (#***). The reason Im doing this claim is because of the transaction from this date. I noticed that this business deducted the wrong amount from my credit card. Im attaching a copy of my receipt. On this date my check amount came up to be $60.00 and I was generous enough to give the server a $15.00 gratuity. On several occasions Nikki Beach have tried to charge me with the ridiculous amount of $279.00. I requested for them to fix this issue as soon as possible and was completely ignored.

  Business Response

  Date: 09/29/2023

  ID ********
  
  Dear Better Business Bureau,
  
  I hope this email finds you well. I am writing to address a recent complaint we received from a customer who challenged a charge through her credit card company and unfortunately lost the dispute. I take customer concerns seriously and aim to provide a satisfactory resolution to any issues raised.
  
  First and foremost, I would like to express our sincere apologies for any inconvenience caused to the customer during this process. We understand that disputes can be frustrating, and we genuinely regret that our customer did not achieve the desired outcome.
  
  Upon receiving the complaint, we thoroughly investigated the matter to ensure a fair assessment of the situation. Our records indicate that the customer made a purchase on 7/30/2023 for alcohol, brunch, and food using her credit card. Following the transaction, the customer contacted her credit card company to dispute the charge, claiming that the amount charged to her credit card was incorrect.
  
  In response to the dispute, we promptly provided all necessary documentation and evidence to support our side of the story. This included proof of delivery, customer correspondence, and any other relevant information requested by the credit card company. The credit card company ultimately ruled in our favor of maintaining the charge, indicating that they found our evidence to be sufficient.
  
  We understand that the customer may still feel dissatisfied with the outcome, and we genuinely regret any frustration or inconvenience this may have caused. 
  
  Furthermore, we have taken this opportunity to review our internal processes and communication methods to ensure that we are providing the best possible customer experience. We value our customers' feedback and strive to continually improve our services.
  
  Please be assured that we are committed to resolving any customer concerns promptly and effectively. We take pride in our reputation for providing exceptional customer service, and we will continue to work diligently to maintain it.
  
  Thank you for bringing this matter to our attention, and we appreciate your assistance in addressing this complaint. Should you require any further information or have any additional questions, please do not hesitate to contact me directly at ************************************************.
  
  Yours sincerely,
  *********************
  
  
  --
  *********************
  NIKKI BEACH MIAMI BEACH
  Human Resources
  *************, FL33139, Miami Beach, *****
  O: **********************
  ************************************************
  nikkibeach.com   
  
  
  

  Customer Answer

  Date: 10/02/2023

   
  Complaint: 20660304
  
  I am rejecting this response because:
  

  As I stated in my initial request, I'm not asking for a full refund.  I'm asking to be refunded the excessive amount that was charged to my credit card. I have been contacting Nikki Beach management and have been compleatly ignored. I have not receive an explanation for what the charges are for. As you can see from the receipt that I provided, the total in my bill was $60.00 and I gave the waiter a $15.00 tip. The entire total came up to be $75.00. I was shocked when I realized that Nikki Beach charged my credit card for $279.00. I have not be given any explanations about the extra charges nor have anyone from this company have made any effort into looking at my request. Please help me resolved this matter since no one from Nikki Beach is willing to even listen to me. I work very hard for my money and it is not fair for them to charge me over $200.00 in excess from my total bill. 

   

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/10/2023

  
  
   We take customer satisfaction and service quality very seriously. It is our utmost priority to ensure that our guests have a positive experience. Therefore, I appreciate the opportunity to address this matter and shed light on the circumstances surrounding the disputed charge.
  
  To provide a comprehensive understanding, I would like to reiterate that the charge in question was initially processed in accordance with the customer's credit card company's authorization. However, the customer subsequently disputed the charge, leading to an investigation by their credit card company for the aforementioned amount.
  
  During the investigation, both parties were given the opportunity to present their case and provide supporting evidence. After a thorough review, the credit card company concluded that the charge was indeed appropriate and valid. Consequently, the customer's dispute was denied, reaffirming the legitimacy of the charged amount.
  
  We understand that disputes can be frustrating for customers, and we empathize with their concerns. However, it is important to note that the decision made by the credit card company holds significant weight in determining the validity of the charge. We have followed the proper procedures and abided by the credit card company's decision, as it is an independent and unbiased entity.
  
  Thank you for your attention to this matter. We greatly appreciate your involvement and support in facilitating a resolution. Please do not hesitate to reach out to me directly should you require any additional information or have any further inquiries.
  
  Sincerely,

  ****