ComplaintsforStoney River Steakhouse and Grill

• Initial Complaint

  06/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I graduated from nursing school and booked a private party with Stoney River in Towson, MD on May 21,2022. I was sent a contract by Mike ******* along with a dinner menu for my guest to choose from. On the day of the event my party was scheduled for 6-9 pm, we didn't get seated until 6:30 pm. My dinner menu I chose was not what was honored, 14 of the 20 guest had to send their food back either from being under cooked or bland. Management never came to address my party to see what the issue was. My 77 yr old father did not eat due to his food kept being messed up. We were brought out 3 pieces of cake and 3 pieces of pie and were told to cut each piece into 3 pieces to share with each guest. I called XXX-XXX-XXXX on May 27th after not getting a response from an online complaint I submitted on May 23rd. I s/w Nora on the 27th, Melissa on June 7thn and Sherry June 24th. On June 7th I received a generic brush off email from Kalia Sawyer and I replied to her email asking for her to contact me via phone which she didn't. When I s/w Sherry she got smart with me saying there's nothing more they can do for me because they already offered me an apology> I asked to speak with someone higher than her and she came back and said Kaila ****** will get back in touch with me. After ending the call with me I called back an hour later to hear that my number has been blocked from contacting the establishment. Please refer ton the attached documents.

  Business response

  09/09/2022

  Business Response /* (1000, 5, 2022/07/01) */ Here at SPB Hospitality we appreciate all feedback positive and negative. This gives us the opportunity to gain experience and continue to maximize our standard of service. This experience does not sound up to our standards and hope to meet your expectations upon your next visit. If you are willing to give us another chance to meet your expectations, we are offering a Dinner for two certificate to dine in with us again. This will include one appetizer, two entrees, and a dessert. Consumer Response /* (3000, 7, 2022/07/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company is not addressing my initial complaint. This reply is from the complaint about how I was treated when I called their cooperate office. My main complaint is the restaurant did not hold up to my contract (see attached), my guess nor myself did not get what I signed for, 14 plates were sent back due to how the food was not prepared as ordered and my 77 yr old father did not eat due to his food not being prepared the way he ordered it twice. After all the complaints about the preparation of food and my initial complaint about my contract not being honored to the waitress, management NEVER came to talk to me. Had I not held up my end for the contract my contract would have still been charged. But the restaurant did not uphold on their end and I still had to pay. I couldn't leave after finding out they didn't uphold the contract I signed because I still would have been charged. Dinner receipt has been attached.

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