Complaints

• Initial Complaint

  05/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went to the Hartville Kitchen on Sunday, May 8, 2022 and first, had to ask multiple employees to grab us drinks and to take our order. This caused us to order our food and our drinks at the same time. To which, I left my order with my Mother and went to the restroom. The restaurant refused to take my order unless I was there at the table. Because of this, and the need to keep getting the attention of a worker, it took over 1 hour to place our drink order. Once we ordered, I ordered a chicken dinner the chicken arrived to my table and it tasted like it was smoked with a mechanical burnt chemical flavor and let a very intense bitter flavor in my mouth. when my family tested the chicken they too felt the same. So I returned the chicken. Because of the long wait times, I pleaded with them and said, "please I can't wait any longer. I feel like I just can't wait any longer and I don't want my family to have to wait anymore. Just take my meal off of the bill." They agreed to do so. When I went up to pay, they told me they only removed the chicken and that ended up being $2 off my bill. they refused to fix this or to take my entire meal off. I paid so as to not make a scene, told them I'd be filing with the BBB and I left. I can't argue anymore. It's circular, pointless and they were taking super long each time. The amount that I want refunded is 37.42 for embarrassment, embarrassment on Mother's day, loss of time, and being served food that they knew was tainted. It was probably part of a smoking pressure cooker or a grease fire and they thought they could salvage it. Then, claiming the chicken only costs $2 and I still had to pay for the sides on my meal is outrageous. Additionally, a slice of rhubarb pie arrived to my table brown and the crust was dry and old. Must of been the last piece just sitting there. This issue needs looked into as to why they would serve someone old food or food that tastes like chemicals. Also, I'd like my 37.42 back please.

  Business response

  05/20/2022

  I spoke to ***** ***** today.  He was very kind and understanding.  I told him that we had no other complaints that day about our chicken and we were sorry to hear of his disappointment, We are sending him a check in the mail in the amount of $37.42 to reimburse him for his meals.  He was satisfied with this arrangement and we consider this case resolved. 

  Thank you,
  
  **** ******
  Administrative Assistant
  Hartville Kitchen

*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. ↩