ComplaintsforThe Painted Duck LLC

• Initial Complaint

  04/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hi, my name is ***********************. My friends and I (a group of 8 people) went to The Painted Duck, located in ******* tonight on 4/22/2023, and the server, *******, claims to have lost all 8 credit cards. I believe this is a scam, because as SOON as we ordered, she asked for our names and took our credit cards. We hadnt even received our food yet. Hours pasts, and when we were ready to go, ******* claims to have lost all of our credit cards. When we complained and spoke to the manager, *******, only offered us was a gift card to the restaurant and was reluctant to validate our parking.This seems to be an inside job. Please investigate this

  Business response

  04/25/2023

  Hello BBB,

  My name is ***********************. I'm the owner of The Painted Duck. I did speak with ****** over the phone. I wasn't present the night of the incident. I was made aware of the situation by our General Manager, *******, who was onsite that evening.

  The Painted Duck is one of the busiest eatertainment venues in the ***************. It is our required sequence of service for our servers and bartenders to start a tab with every party at the bar, bowling lanes, and all other soft seating areas around the venue. We have hundreds of guests navigating our venue at one time it allows our guests to freely roam around the venue without having to start tabs every step of the way and to easily add food, drink, and bowling purchases to their individual checks. We have lots of large parties at our concepts and guests always want to pay for their portion of bowling, shoes, food, and drinks. This is no different than how most high volume bar, entertainment venues, and clubs operate around the world.

  Chelsea was their server this particular evening. She started the 7 or 8 serparate tabs as protocol requires as the guests wanted to pay for their portion of the future expenses. ******* inserted the cards in the chip readers and started the individual tabs in our POS system. Unfortunately, ******* was very busy this past Saturday as she had multiple large parties in her assigned section that were sat in short period of time. ******* made the mistake of not asking for help when she was busy and forgot to return the cards to ****** and her other guests after starting the tabs in our system. This is why we train our staff to start the tabs and immediately return the cards to the guests so that they can't potentially be dropped, misplaced, stolen, taken, or mixed up with other tables etc like what possibly happened on this given night. When it was time to drop the final bills to this table, ******* finally realized that she had never returned the cards, but couldn't find the cards where they were left at the service station and immediately made the ** aware so that they could notify the guests to check for fraudulent activity and to cancel. The guests confirmed there was no activity on their cards and our staff continued to search the venue for the missing cards, which never turned up as anyone in the entire venue could of easily taken the cards from the service station. We also reviewed the security footage, which unfortunately didn't have an angle or coverage over the specific service station in question. ******* has worked for this establishment since its inception in 2017 and has never done anything to question her character. ******* has been disciplined internally and the incident was documented and saved as part of her permanent employment file. She feels absolutely terrible about the inconvenience caused to these affected guests.

  The Painted Duck has an incredible reputation in our local ******* community and is one of the most popular entertainment venues in the state. This is 100% not a scam or an inside job and our staff has zero benefit from losing or misplacing credit cards as the business has to eat and lose out on those corresponding sales and the staff misses out from those potential tips in these type of situations. This has never happened before. We comped the entire bill for all the individual tabs related to this party and gave complimentary bowling vouchers for a future visit back to The Painted Duck or one of our sister concepts. I totally understand the inconvenience and optics of 7 or 8 credit cards going missing, but this truly was a fluke situation where anyone in the entire venue could of easily taken these cards since they were left accidentally at the service station. I'm so sorry for any trouble and inconvenience that was caused to ****** and her guests and I hope they give us a chance to redeem their future patronage.

   

  Sincerely,

   

  ***********************

  President & CEO

  Painted Hospitality

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