Complaintsfor54th Street Bar & Grill

• Initial Complaint

  05/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  5/4/2024 online order placed and my bank account was debited. I arrived to pick up the order. Attendants kept coming to the care promising to bring order, but did not. They finally admitted they had not fulfilled the order and asked if I would let it go or did I want a refund. Of course, I wanted a refund of the $65 spent. The manager came and promised a refund after securing my order number. He also reiterated the order had been lost and he did not anticipate fulfilling the order but questioned if a refund was necessary. He promised a refund but it was not fulfilled either. We contacted corporate via email (no other means provided). No response. We called restaurant again, who told us only corporate could issue a refund. We were charged before any goods were provided and the business refuses to issue a refund.

• Initial Complaint

  03/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  2nd time having an issue with 54th street bar & grill, Shiloh location. On 2/25/24 we ordered our food for pick-up and had to wait an additional 45 minutes until we received our order. We spoke to a manager to cancel the order and he advised us that the order was now finished, apologized, and provided us with a gift card. We figured today, 3/18/2024 that we would take another shot at placing an order being we have ordered from them numerous times. However, placing the order we soon realized the gift card they had given us as a courtesy was not active and had a zero balance. We didn't let that upset us as we didn't truly care about the gift card to begin with. So, we placed the order and were told it would be ready at 6:25 pm. However, the same situation as before happened. Numerous customers came after and received their orders. Then by 7 pm, my husband decided to speak to a manager, ********* ****, and cancel the order* ********* informed us there would be a 60% charge per **** ************** general manager, even though we wouldn't receive our food, and they're the reason for canceling the order. Furthermore when we got home with the order it was incorrect. My daughter's food was missing an egg and had tomatoes added making it impossible to eat as she's allergic. My husband's salmon was not cooked properly. So even after all of that I still had to cook dinner and we lost money. I'm not sure what type of business they are running, but I think consumers should be aware to not waste time as their customer service is terrible and then they punish the customer for their lack of service.

  Business response

  03/25/2024

  I would like to start out by saying how incredibly sorry I am for the poor visits you experienced with us.  We take pride in providing great food and outstanding customer service, and I am disappointed that we failed to take care of you as well as we should have. 
  
  I can assure you that I will address these issues with the management team working that night as well as the rest of my team. There were several concerning issues with your visit so I completely understand your frustration and I can assure you this isn't very typical of us.  We serve hundreds of Express To Go orders a day at every location and this is an exceedingly rare instance so I'm curious how this could happen twice to the same person in such a short amount of time.  I'm curious if you called the number on the sign when you pulled up and spoke to someone. 

  Regarding the refund, we have a policy in place that once an order is made, we will only refund 60% of it through a 54th Street Funds Card.  Since customers place their own orders online, they are choosing exactly what they want so there is rarely a time when a full refund is eligible.  We realize that you have several restaurants in the area to choose from, and we consider it a privilege to have an opportunity to serve you.  If you would like to discuss this further, please reach out to the GM at the Shiloh location.  
  
  Thank you for your time and consideration.

  Customer response

  03/25/2024

   
  Complaint: ********
  
  I am rejecting this response because: the process for carry out was followed. The order was placed online and even an additional 10mins. was considered being the order was placed during rush hour. When arrived at the location the number on the sign was called immediately to make aware of arrival. After sitting for minutes, also stopping the employee who was running the orders to vehicles was consulted. As far as the order being totally wrong once received from a web order, that would need to be something you consult with your team. As I assume they didn’t read the order properly. Furthermore, when I originally typed this complaint, I didn’t included my order was burnt to a crisp as I hadn’t even looked at my order and was frustrated about the wait, my daughters meal including tomatoes, no egg and my husbands salmon not being cooked. As previously stated we’ve ordered from you all numerous times and therefore after the first mistake we attempted to give you all another chance, but that’s proved to be a mistake. 
  
  Sincerely,
  
  ******** ********

  Business response

  03/25/2024

  I also forgot to mention the 54 Funds Card you received does in fact have money loaded on it, but it cannot be used on To Go orders but can be used while dining in.  

• Initial Complaint

  05/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On April 30, 2023 I placed an online order with the restaurant, we changed our mind and called the restaurant immedietly to cancel. I was told the order was cancelled and my card would not be charged. I checked my statement, and they did charge me. I called the restaurant and was told they were too busy to refund the charge or even talk to me about it. I said I was filing complaints. This reference number is reflected on my statement: ************************ and a charge for $50.71 from this restaurant.

  Business response

  05/19/2023

  After speaking with the management staff regarding this incident, no one remembers speaking with this gentleman about this order.  When a guest places an order online, via the website or the app, right after submitting the order, it fires to our kitchen to start cooking.  We do have a refund policy in place and that states that we offer a 54 Funds card for 60% of the pre-taxed total of the order once it has been started in the kitchen.  We want to offer Mr. ****** a 54 Funds card for 60% of the pre-taxed total for this order.  If he would like this refund, we will just need to be contacted in order for us to process this.  

  Customer response

  05/19/2023

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* ********** ********** ********
  
  I am rejecting this response because:
  

  It does not include a full refund. I do not want in-store credit, I revoked my order and I did call and speak with someone at their store immedietly after placing the order and I was told the order was cancelled and I would not be charged. I am enclosing proof via phone logs and the emailed receipt. As you can see I did call and speak with someone at 7:45pm one minute after you received the order at 7:44pm. It does not matter whether anyone wants to remember it or not, the fact is I did call and that is what I was told and the evidence in black and white supports what I am saying as the truth. I want my money back.

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

  Business response

  05/23/2023

  Mr. G******

  Thank you for providing proof that the store was called a minute after you placed the order.  If this would have been submitted from the beginning, we would have offered you a refund from the start.  With that being said, we did go ahead and issue you a refund for your order that was cancelled.  I have attached the receipt for this refund as you will also receive an email confirmation. 

*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. ↩