ComplaintsforKennedy Concepts, LLC
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Complaint Details
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Initial Complaint
05/16/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
We patiently waited for one hour to be seated in the new restaurant Loco Burro, Knoxville TN. When notified that our table was ready, no one came to the front of the restaurant (host or hostess) to greet and seat us. We had to return to the reception desk and reintroduce ourselves. We were then told that we had to walk upstairs to be seated. Upstairs is obviously a bar. Because we have a service animal and choose to wear protective masks for our safety, we felt we were segregated from the general restaurant guests (we were there for a meal and not to drink) and sat at a filthy table (food on chair, food all over the floor). Certainly the waiter, knowing his actions could cause harm by infecting any one of us with covid, failed to practice safe customer service interaction leaning into our faces and breathing on us. We placed our order; however, the length of time to receive it was an additional 45 minutes. The service animal was desperately alerting the guest that immediate action must take place to avoid a serious medical emergency. We stood up to leave the restaurant when I noticed an individual coming with a tray of food. It was our food. She had stopped at another table to serve the food until I got her attention. Two out of three orders where overcooked (burnt) and obvious there was no concern for the quality of food. It is obvious, because this is a bar, the food was prepared downstairs in the restaurant proper and was transported upstairs by a female we had not seen before. It was imperative to address the immediate safety of the guest with a qualifying disability, nor would it be proper for the restaurant to subject the guest to eat burnt food, so we removed ourselves from the restaurant since the expected length of time to refire the food would be an additional 45 minutes.Business response
06/13/2022
Business Response /* (1000, 5, 2022/05/18) */ I (Mr. ******** District Manager) am opening an investigation into this and would like to talk further about your experience. Please reach out to me at the information provided in this document. I will be out of town Friday-Monday but want to assure you that your concerns are also mine.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.