ComplaintsforRoundhouse Brew Pub

• Initial Complaint

  12/16/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 12/15/2021 my husband and I went to supper at the Roundhouse Brew Pub ********************* ********************. My husband was served raw wings and when the waiter told the general manager she did nothing. We received the receipt for the full amount and my husband attempted to ask the general manager to lower her voice and to step to the end of the bar so they could discuss this privately rather than in front of the full resteraunt. She went to get the kitchen manager and he stated it was not raw but was a blood vessel and would be fine because they brine their meat. My husband then said so we have to pay for raw chicken? The general manager used profanity and then the kitchen manager walked away. The general manager said I will remove just the price of the wings but I will add you to the banned list and you are banned for life. This business has only been in business less than 6 months. Our first visit there're same general manager was out on the floor screaming profanities to the kitchen staff. She came over later to apologize and said the kitchen manager had called in sick. Before leaving I asked thr general manager for her name and she refused to give it. I did call my bank to dispute the transaction as item received different than what ordered. Since we thought we were getting cooked chicken rather than raw. I am very upset and feel that we have been emotionally violated and this has caused undue stress especially at this time of year with the holidays right around the corner.

  Business response

  01/28/2022

  Business Response /* (1000, 11, 2022/01/11) */ I apologize for the late response. After researching this complaint from three angles on our security cameras and speaking to multiple employees and one regular customer, I have decided we will not offer a refund other than the waiving of the charge for the chicken wings, which was done at the time of the incident. All of our chicken is par baked in the morning with our icombi oven, which is computerized to prevent errors so the chicken wings were fully cooked. This one chicken leg had a blood vessel in it which no one can prevent, but the chicken was still cooked. Reviewing the cameras it showed the male after alerting our manager of the chicken leg in question, at that time he switched from our least expensive tap beer ***** light to our most expensive whiskey ********. The customers according to all witnesses were using inappropriate language while asking what would be done about their bill. When the front of house manager asked them to pay their bill and leave, the customers demanded the bill be waived. When it was clear that was not going to happen the male throws/tosses his payment card at our front of house manager. Earlier the kitchen manager was brought out to explain how the chicken was cooked and he was still in the area at the end of the bar. The male walked down to him and according to our kitchen manager, stated they need to be compensated or they would complain to everyone. The kitchen manager at this time admitted he used vulgar language while telling them to leave. The front of house manager also admitted that as she was cashing out the bill, she asked the couple to leave and to please not come back. I have informed the kitchen manager no matter what any customer says, we do not use vulgar language even if they are. I have informed the front of house manager that although from time to time we do have to ask patrons to leave, it is not within her role to ask them to never come back, as everyone makes mistakes and maybe they just had a bad day.

*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. ↩