ComplaintsforThe Brass Tap
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Complaint Details
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Initial Complaint
04/23/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
On January 4, 2024 at about 6:20 PM I placed an online order #c733b362 with Brass Tap National Harbor for a Hamburger and Boom Boom Shrimp. I paid $33.66 in advance using MasterCard # ****. I picked up my order and returned to my jobsite across the street. While having my dinner I received a message about 15 minutes later from Brass ******************* that my food had not been paid for. After finishing my dinner I returned to Brass Tap to see what the problem was. The bartender informed me that my food had not been paid for. I said that I did pay for it online when I placed my order. She again said the food had not been paid for. I assumed that there was a glitch in the system so I paid using **** # ****. I was puzzled that the charge was now $28.38 and not the original $33.66. I did not have access to my credit card transactions until I got home that night at 11:00 PM. When I checked my records I found that I had been charged both the $33.66 and the $28.38. Both charges from Brass *******************. I immediately went to their website to file a complaint. I was surprised that I received a response within 30 minutes of filing my complaint. I was told that the charges would be investigated the next day. The next day I was contacted and told that Brass ******************* only had a record of the $28.38 charge. On January 5, I prepared to send them the documentation that I had. When I brought up the charges on my computer the $33.66 charge magically changed from Brass ***************************************************************. I told their customer service what happened and sent them my documentation. I received a reply that since they had no record of the $33.66 charge at *************** that there was nothing they could do even though I supplied them with the original Brass ******************* $33.66 receipt. I sent a complaint to their corporate office at ************************************************** Tampa FL *****.************** but never received a response.Business response
05/07/2024
We spoke to guest and apologized for issue with online ordering. We sent the guest a e-gift ***** gift card to compensate.
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.