ComplaintsforPizookah Restaurant & Lounge

• Initial Complaint

  11/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When we arrived for our reservation the restaurant smelled like they had a sewage problem and the restroom had no tissue paper and had the sewage smell. The real problem was that the server refused to give us a bill for our food and instead just told us how much we owed and that the total was correct. It seemed that our bill was very high and when we paid with a credit card, the server took my friends license to make a copy of it because she said it was required for bills over $100. When we paid, the card reader gave us an option of adding a gratuity of 3,5 or 7%. When we asked about that, the server, ****, said she didnt know why it was like that and indicated thats why we have to work so hard. After we paid I insisted on an itemized receipt, which she did not want to give. We had to ask for it three times. When she brought the receipt, that is when we saw that an 18% gratuity had already been included on our bill. The server never indicated that or gave us a bill. I am very concerned with the deceptive service and the fact that a copy was made of my friends license. It should be required to show a bill prior to paying for food.

  Business response

  11/29/2023

  I'm sorry that you had that experience. We pride ourselves on our customer service hence this is our first and only complaint. Anytime during the night we have multiple managers and or both of the owners on the floor. If you had a problem with our or any other establishments policy's I would suggest asking to speak with a manager before trying to tarnish their business. I've read your complaint multiple times and you never said she was rude or disrespectful. She has a child and bills just like all of us. If we get shut down because of a misunderstanding with the bill how does that effect her child.( she told you she thought the reason she got 3.5 or 7 percent is because she has to work extremely hard to please her customer) She is our newest hire and this was her first week (Training). My wife and I literally put our blood sweat and tears into this place to make it beautiful, warm and accommodating to the ******** community. I truly wish you would have spoke to us before going to ****** and the BBB to ruin our name that we've worked so hard to build. But you didn't so I would appreciate it if you visited all of the other great establishments ******** has to offer except ours.

  Customer response

  12/01/2023

   
  Complaint: 20867140
  
  I am rejecting this response because:

  it Is poor customer service and I would think illegal to not disclose that the gratuity has already been included when asked specifically about it    The girl that waited on us said that she had been working there for a few months    I am not trying to tarnish anyones reputation at all but I do think that not disclosing the included gratuity or providing a bill is bad business and should be addressed. The server needs to know that is not okay.  Its not my wish to get anyone fired or damage your business but people should be aware of the practices and use the information however they see fit.  If she had told us it was included it would have been no big deal.  Instead she did not tell us and refused to give us a check where we would see it for ourselves.  She did not want to give the receipt and I had to ask for it several times.  
  

  Normally, a business would take these things into consideration and apologize and maybe consider addressing the issues instead of giving a knee jerk reaction to a serious concern. I would want to know if my employees were projecting that image of my business.  I wish you nothing but the best, but people do need to have all of the information when making decisions regarding the businesses they want to give their hard earned money to.   

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

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