ComplaintsforMiller's Ale House, Inc.

• Initial Complaint

  05/31/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Dear Miller's Ale House team,My family really enjoys your restaurant. Please keep up the effort at being an affordable casual restaurant. It allows our family to eat out more often.I want to make you aware of a small billing issue with your point of sale system. It didn't cost me much, but I expect collectively it may impact many customers. I decided to go through the ********************, because I didn't think going through traditional customer service channels would get the information to the right person.I ate at the ***********, ** location with my daughter. I noticed the ad in the restaurant for a gift card promotion (buy a $50 gift card, get a $10 bonus card) and asked my server purchase one as well.When our first receipt with food and gift card cost came to show us our total, it was $83.66. That was already including tax on the food.However, after we had our card charged and we got a second receipt to add a tip, the pre-tip amount was changed to $85.25 - a difference of $1.59.Again - not a big deal, but I want to make you aware. You can see the difference in the two receipts in the total. I decided not to get the restaurant involved as I wanted to go home.The main thing I'm looking for is to just make sure the issue is fixed moving forward. On a second note, the second receipt was basing the suggested tip amount on the total with gift card whereas the first receipt correctly based the suggested tip on the food amount. I did tip appropriately, but it does make it look like I under-tipped when looking at the second receipt I signed. This one is not as big of a deal, but just wanted to let you know.Again, I appreciate the great prices on food and thank you for bringing your restaurant to our city.

  Business response

  06/04/2024

  Hello,

   

  We have spoken with **************** and investigated the details of his visit. Unfortuantley, the server on his visit made a mistake within the check details, resulting in an inflated rate. The error was corrected in our system that evening. We shared our findings with **************** and thanked him for taking the time to reach out and give us the opportunity to explore his concerns further. We hope to have the opportunity to serve **************** again soon!

  Customer response

  06/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  During a visit to this establishment I along with my brother experienced a unprovoked series of events that was both disturbing and unacceptable When I entered on my 3rd visit I let the seater know a party of 2 and was given a table Ten min later I was asked to move ****** claimed he needed to slide 2 tables together which turned out to be a lie This is how my night began I was seated again After observing for 30 min tables were not moved Waiter simply wanted " higher paying" customers At my new table I repeatedly tried to put in the same order from a previous visit and was told "they do not do that" from my waiter ****** Then came **** the manager aggressively mad and belligerent accusing us of never ordering from previous visits even though we had witnesses from other waiters AND cameras that show everything The harassment by **** and ****** continued even while I was politely explaining they were lying and REFUSING to take my order Once again it was obvious they wanted our booth for a bigger party The manager repeatedly calling me a liar threatening me to "meet me out back" On the way out after being threatened with law enforcement if we didn't leave manager **** throwing my brothers sweater on the dirty floor my brother and I witnessed a black man taking out a pack of cigs on the way outside when he was confronted by staff Was this racial or another incidence of incompetence by employees? There are 3 people that need to be fired and the owner ***** ************* needs to do a better job on who they hire training and showing respect These individuals need to be held accountable which most likely will not do This incident is a strong legal lawsuit !

  Customer response

  02/29/2024

    ************ is the corporate office # based in *******. ********************* is one person to contact. I serious doubt the *********** location will resolve anything.    *****

  Business response

  03/30/2024

  We have completed a full investigation into the details of the guest experience including reviewing first party statements and video footage. Our team found that the guest produced behavior that impacted the experience and safety of our guest and team.  At this time, we are unable to welcome the guest back into our establishment.  

• Initial Complaint

  12/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a half rack of ribs and a ****** size chicken nachos on December 18th, while the ribs were acceptable, the millers size nachos were not only much smaller than they usually are but also were missing ingredients like chicken and cheese, and I did not receive the queso that comes with the nachos, ultimately, I filled out the form online immediately and did not receive a response at all

  Business response

  01/09/2024

  Hello,

  My Regional Manager, ****, attempted to reach the guest by phone. The person who answered stated they had no recollection of an order placed with Miller's Ale House. **** then attempted to reach the guest through email. We are eagerly waiting the guest response so that we can address their concerns directly. 

  Business response

  01/09/2024

  Hello,

  My Regional Manager, ****, attempted to reach the guest by phone. The person who answered stated they had no recollection of an order placed with Miller's Ale House. **** then attempted to reach the guest through email. We are eagerly waiting the guest response so that we can address their concerns directly. 

• Initial Complaint

  12/09/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I visited this Miller's Ale House in ***************** on 12/01/2023 at 4:30pm with two other guests. After reviewing the menu, I ordered a Prime Burger, based on its menu description and its color photo of the Prime Burger. What I received was not anything like the menu description and its photo. The menu description stated it was supposed to have "shaved beef", and its photo showed it to be stacked with mushrooms and onions. Aside from a few mushrooms, there were no onions and no shaved beef. I brought this to the attention of the waitress, who went to the kitchen and brought back a tiny condiment cup of beef shavings. What I received was not what was advertised, described, and pictured on the menu.

  Business response

  12/18/2023

  Good ******************************* team has attempted to reach ****************** multiple times without any success. We would love the opportunity to address the matter further. Please share  our phone number, ************, with the guest in hopes that we can connect.

  Customer response

  12/18/2023

   
  Complaint: 20984536
  
  I am rejecting this response because:  No one has attempted to contact me until this very afternoon, December 18th by email.
  
  Sincerely,
  
  ***************************

  Customer response

  01/14/2024

  I still have received no reply from Miller's Ale House at this date, January 14th.  Miller's Ale House at no time has attempted to contact me, aside from a manager there who left her phone number, but she cannot be reached at that number.  I have attempted to call her, and each time I am left on hold or disconnected.  So, at this date, I have received no meaningful reply from ******** or its store manager despite my repeated attempts to contact her.

  Business response

  01/29/2024

  Good ***************************** team has made several additional attempts to reach ******************. We have been playing an ongoing phone tag with the guest since his original concerns in December. Our team is attempting to reach him again this morning, but unfortunately have yet to be able to make connection with the guest. Please ask ****************** to call, ************ and ask for ********* the General Manager. Thank you for your help.

  Customer response

  01/30/2024

   
  Complaint: 20984536
  
  I am rejecting this response because:
  

  Contrary to management's claims, no one from management contacted me until 1/29/2024.  Prior to that date I made repeated phone and email attempts to contact the general manager, to include leaving my contact information.  She finally contacted me after almost two months on 1/29/2024.  The manager claimed that a refund claim would be sent by mail to me.  Based on management's past failure to respond, I am rejecting management's response until I receive the refund in hand.

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

  Business response

  02/08/2024

  Hello,

  My general manager, *********, sent the guest out his promised gift card on January 31st. After receiving the message through BBB, ********* reached out personally to ensure that ****************** had received his gift card. ****************** is currently on vacation and cannot confirm receipt. ********* asked that he reach out directly if there are any further concerns. 

• Initial Complaint

  12/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I came in to the **************** , **. Location I was seated at 3:28 and the waitress walked by us 6 times no one said said anything no acknowledged us so we left at 3:43

  Business response

  12/14/2023

  Hello,

   

  Our local management team has reached out to the guest through email and offered a heartfelt apology. They also offered the guest a gift card in hopes to invite them back and make right by the guest. Waiting to hear back. 

• Initial Complaint

  11/30/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Made a phone order for a 12 breaded chicken extra crispy with two sauce on the side. Called back to correct the order, I was first hang up on after waiting about 10 minutes on the call. Called back again to correct the order, was told to return the order that they will eventually just throw away.. i would think instead of throwing it away they just let customer keep it for them having customer go back and forth between phone hangups and incorrect order but no. Now i'm waiting on a corrected order that did not even feel welcomed, since apparently the one who talk the order said that they don't recall me saying that I called them directly because there is no option to check for extra crispy on ****** and I could only check the breaded part. So after being hang up on the phone and no real way to correct their mistake like offer the meal for free and not throwing the food away like is some type of dog food they are giving away. I'm left with someone laughing in the background of the call and probably the worst experience I've had just to correct a simple order that I paid for with my own money. Location: Port Saint Lucie/ Gatlin location (Miller Ale House)

  Business response

  12/03/2023

  Manager, Juan G******* has reached out to the guest. He spoke with the guest and apologized for their experience. He is sending the guest a gift card. 

• Initial Complaint

  07/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I’ll start by saying the service was awesome and the food was great. My issue is the kitchen staff chewing straws and fixing food. Does not anyone know that’s unsanitary and flat out nasty. That’s against food safety regulations. I didn’t notice this until I was halfway through eating my food. The waiter just thought we were full but no we were disgusted. I mentioned it to him and he made it seem like it’s a normal thing. At this point I’m beyond pissed and wanted to speak to a manager but I chose to complain when I leave because of how appalled I was. I’m from the Fort Lauderdale location and I visited the Tampa location 3860 W Columbus drive on Saturday July 1st, I’ve tried to reach out to the restaurant with no type of resolve. What’s the problem ? Is it that bad now that companies just let employees do what they want ? Wow.

  Business response

  07/17/2023

  Hello,

  Our Regional Manager, Brian R***, has attempted to reach out to the guest through email and the phone number provided. Brian did leave a voicemail for the guest. Unfortunatley, we have yet to receive further communication from the guest. Please ask the guest to email Brian R*** ** *************************/. We hope to have the oppurtunity to connect with them soon. 

• Initial Complaint

  05/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My husband and I had lunch at the Miller's Ale House in Deer Park, NY from 12:30 to 1:43. Service was very show and all the tables were waiting a long time, First, I was charged for a Bottle of Rootbeer that I didn't order. But mostly importantly, something in out lunch was bad and caused stomach cramps and diarrhea and throwing up. I tried to call the restaurant today @ ************  and the customer help line @ ************ but no one answers the phone. Considering that I was mis-charged and the fact that we were served spoiled food that make us sick, I am requesting that Miller's issue a refund for out 5/17/2023 meal. Attached please find the receipt. Sincerely, ***** **********

  Business response

  05/19/2023

  Our Deer Park management reached out to the guest. We have issued a refund for the guest credit card and welcomed them to return by providing a complimentary gift card for their next visit. The guest was pleased to hear from our management team and is happy to return as they have been a regular loyal guests. Thank you!

• Initial Complaint

  01/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was charged for an incorrect item on my bill. Speaking with the bartender, Brad, he reprinted my bill five times as he said it was out of his control. He said, "someone at the bar ordered Don Julio, a woman asked me what the strongest was." I told him that I had ordered the Happy Hour Sauza Margarita pitcher; I had said "the happy hour margarita pitcher" while pointing to the item in the drink book. That drink menu was laid open to that page the entire duration of my visit and the bar security camera footage will verify my action. The manager, Art E******* rudely refused to correct the bill. He asked me two questions: 1. Did I order Don Julio Margarita pitcher? I responded, "no I did not order it and on my receipt shows Pitcher Don Julio Marg." 2. Did I consume what was served? "Yes, it was delivered directly to me," without the bartender verbally responding when I commented, "this is the margarita." He then chastised me, "you said yes, I'm not taking it off." He berated, "I've been doing this for years, we rarely have problems with alcohol. I trust my bartenders." It would appear overcharging people who look like foreign tourists is a regular occurrence at this location.

  Business response

  01/30/2023

  Hello,

  Our management team has reached out to the guest and was unsuccessful at connecting with them. We have left them a voicemail and are awaiting a return call. Thank you!

• Initial Complaint

  01/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  January 1st 2023 944 pm Miller's Ale House ********************************************************** Arrived with a party of eight and asked if we could eat. The person greeting ** for seating, lady black hair, proceeded to tell us it would take two hours for us to be seated. Since nobody was inside or outside waiting to be seated my brother asked how come so long. Greater did not like that we asked and said she didn't like our attitude and she will not be seating us and she will get the manager. She then went to the back and conversed with the manager by the bar prior to the manager coming to speak to us. Manager started speaking to us when I respectfully interrupted him to allow me to explain what our ask was. Since we were willing to split our group up and we were just wanting to eat the manager just said there was nothing he could do for us and it would take two hours. I have never been treated at a millers ale house in this manner and I know that is not the way your teams normally treat their customers. The place was not full. I don't think that the manager and the sever/greater/ table assigning person have the capacity to deal with the public. I believe the fact that they know that they are the only place open at the time they can treat customers however they wish, take it or leave it. This is very disrespectful and we proceeded to leave. We still ordered for pick up because we enjoy your menu but somebody should contact the franchise owner that this does not look good for your corporate product.

  Business response

  01/12/2023

  Hello,
  
  We have attempted to reach the guest by the email and phone number provided and have not had success in connecting with them. If you are able to communicate with the guests please ensure them that we take all guests concerns seriously and that we would like to connect with them directly. They can reach back out to our General Manager, *******************, at ************. Thank you!

*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. ↩