ComplaintsforTexas de Brazil

• Initial Complaint

  08/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This business advertised on its ******** page to donate to the ********* and receive the same amount in a gift card. I made the purchase on the ********* website on July 22, 2024 for $25.00. I received the gift card from Texas de Brazil for $25.00 on August 1, 2024. On the gift card, it indicates cannot be used in the Continental **. On the ******** page on July 22, it did not mention that the Continental US was excluded. This is false advertising and classic bait and switch sales tactics. I contacted the business and they refuse to honor the $25.00 gift card for the Hawaii location that I want to use the card for. They only offered to refund my donation. The ********* shouldnt be penalized for this business's false advertising. Texas De Brazil refuses to send me a $25.00 gift card for Hawaii and I have requested 2 manager call backs. I have attached the ******** posting, my purchase receipt and the gift card sent. As you can see, they ******** posting and purchase receipt does not indicate that only good for Continental US. Only on the gift card is it indicated.

  Business response

  08/12/2024

  Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience and frustration this has caused.
  
  Although we cannot provide a gift card usable at our ****** location, we did previously offer a full refund of your donation as a gesture of goodwill, which you declined. We are committed to improving our communication to prevent such issues in the future.
   
  We appreciate your understanding and support for the **********

  Customer response

  08/12/2024

  I am rejecting this response because:   I provided proof of there false advertising and promotion and yet they choose not to honor it? They ignored all emails and phone call requests as a follow up which is clearly unprofessional customer service. I will continue to escalate this to as many organizations I can including government officials, ************************* social media, etc. I was looking forward to patronizing this business, but will not in the future. This is for $25 that this business is not willing to honor after there false marketing advertising. You can send me the refund. I will contact the ********* separately.

  Customer response

  08/13/2024

  Following up again with my request for manager call back (4th request) and to have $25.00 gift card sent for the ****** location since you did not indicate in your promotion that ****** was excluded. I have previously sent you all the attachments which prove that and yet you still dont reply? I have heard back from the Dallas Chamber of Commerce and will update them with your response or lack of response. Posting to social media and Yelp next step.
  
  ***********************
  

  
  

  Business response

  08/13/2024

  Thank you. Your refund has been successfully processed, and the credit should appear on your card within 3-5 business days.

  Customer response

  08/13/2024

  I am rejecting this response because:   They never replied to my numerous email requests or had a manager call back. They decided to accept the fact that they can deceive the public with false advertising sales tactics and then refuse to honor the promotion. This is for $25.00. I had planned on bringing 8-10 guests to the restaurant in ****** before the promotion and this $25.00 would have helped a little. I canceled the reservation and advised other clients not to patronize this business due to there unprofessional customer service and failure to adhere proper sales etiquette. Looking at the social media page, looks like I am not the only one with this issue.

• Initial Complaint

  05/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went online to purchase an e-gift card from this company for use at the ****** ** location of this restaurant. Upon entering all information for payment and submitting online, I received a confirmation code and my credit card had a hold placed on it. I immediately received an email that there was an issue and that I should go back on the website and enter all information again with no phone number given to call to resolve the issue. Not desiring to see a double charge I decided to attempt to contact the company via the website - no phone number available and the only contact for the company is either by online chat (which my phone had trouble using) which ultimately generated an email or by email. My email sent yesterday has still not had any response and I still have a hold on my credit card I cannot resolve and no communication from the company. I looked up the corporate number in ****** and also tried to call the corporate office and the message indicated that they could not handle customer service concerns at that phone number. To summarize my complaint - I have an unresolved payment issue to my credit card that I cannot contact anyone to resolve yet. The company has no legitimate means of resolving customer service issues in a timely fashion (phone not available - chat and email for customer service are not responsive same day).

  Business response

  05/16/2024

  Hello, thank you for reaching out to us.
  You attempted to purchase a gift card on May 14th, your card was authorized but the charge was not captured as it was flagged by our fraud software.
  You reached out to us after receiving an email describing the processing error and we within 24 hours of the notice reviewed your transaction and pushed it through for you.
  We also notified you of this action.
  You received the card at that time, as shown by our email software -- confirmed to have received, opened and clicked.
  Today you opened a case with the BBB claiming that you weren't able to reach us.
  We processed your order, responded to you and sent you your products.
  
  A phone number isn't required for any of these services, we have effectively managed your inquiry using email.
  Please let us know if you'd like us to refund you and suspend your gift card.
  We will also reach out to you via our internal channel and ask if you'd like us to proceed with a refund.

  
  

• Initial Complaint

  03/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted the Manager in *************** and said he could do nothing;said contact Texas de Brazil online, which no response.We got horrendous service, one mistake after another, waitress ignoredus, brought wrong wine, etc etc .After spending this kind of money!

  Business response

  03/13/2024

  Thank you for bringing your concerns to our attention,and we sincerely apologize for the disappointing experience you had during your recent visit. Your feedback is incredibly important to us, and we deeply regret that you encountered multiple issues throughout your meal.
  
  Rest assured, we take your concerns seriously, and we are committed to addressing them with our team to prevent similar incidents from occurring in the future. Our goal is to provide every guest with a positive dining experience, and we apologize for falling short of your expectations on this occasion.
  
  As a gesture of goodwill, we had previously sent you a $20.00 eCertificate, which you accepted. We hope this token of our appreciation helps to convey our sincere apologies for any inconvenience you experienced during your visit.
  
  We value your feedback and the opportunity to improve our services. 

• Initial Complaint

  08/28/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We had reservations for 08.12.2023 at this restaurant. We waited for over an hour for meats that we requested on numerous occasions. To only have maybe 1-2 items out of several requests to be presented to the table. After waiting so long for meat requests, we decided to leave and requested our check. Upon check out, we informed the server that we had digital gift cards and actual gift cards. We were immediately informed that we could not combine the two. I was appalled at the response and requested that the server, (*************************) follow up with his manger to confirm. He immediately returned and apologized for the misinformation. He then indicated that all gift cards could be utilized. My husband then showed his military id to inquire about the military discount. ****** immediately responded and stated, You cant get a military discount while using gift cards. We paid the remaining balance owed with a credit card and my husband left a cash tip. We proceeded to depart the restaurant with friends and family as we were celebrating our daughters college graduation. Upon our departure, we were bombarded by ****** and he repeatedly stated, You are required to leave at least a 18% gratuity since you had a party of 10. I was embarrassed, shocked, and appalled at this information as my husband had already left a cash tip and we were never informed that a 18% gratuity was required. We paid the 18% as requested as it was embarrassing to be in the midst of all family, friends, and other guests with a server Indicating that we did not pay as required. My husband didnt feel that ****** was being honest so he went back inside the restaurant and asked to speak with a manager. The manger on duty indicated that the tip was not required and the action of the server causes a HR issue. My husband requested that the $109.74 be returned. The manager indicated that she would contact us within 1-2 business days.

  Customer response

  08/28/2023

  Complaint# ******** Continuation My husband requested that the $109.74 be returned. The manager indicated that she would contact us within 1-2 business days. We never received a call back in reference to the incidence. Therefore, I reached out to the customer relations and was offered a $20 gift card. I informed the representative that this was not acceptable and I requested monies in the amount of $109.74 to be returned. I also requested contact info for the ** but it has yet to be received. I am requesting that someone reach out to me expeditiously for a resolve and that the dishonest employee be reprimanded. The company should not have someone like this representing their company. Who knows what else he would do.

  Refund

  Business response

  09/19/2023

  Thank you for sharing your feedback, and we sincerely apologize for any discomfort you experienced during your visit.

  Ensuring a pleasant and seamless dining experience is our top priority, and we acknowledge that we fell short of this commitment on your recent visit.

  To make amends, we would like to extend an invitation for you and your party to join us again at Texas de Brazil for a complimentary dinner. Please note that taxes, gratuity, beverages, and desserts are not included. We hope that you will ***** us another opportunity to provide you with the exceptional dining experience you deserve.

  Feel free to contact us at ******************************************** to make your reservation at your earliest convenience. We are dedicated to ensuring that your next visit with us is both enjoyable and memorable.

  We appreciate your feedback and thank you for bringing this matter to our attention. Your understanding is greatly appreciated.

  Customer response

  09/19/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  07/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Hello I thank you very much for the prompt response to this matter. I do feel very disrespected that you think its ok to offer me 20 on a bill that was over ******. Please explain to me haw that is ok and acceptable. Put yourself in my shoes it was Fathers day. I am a father that works ***** hours a week to provide. This was a special occasion that my kids and wife wanted to do for me and you want me to be ok with how the service went ok that my wife and daughter got dripped on by the ac clothes and food ok that my server was terrible ok that the meat request were never fulfilled and ok wit being offered *****. I paid ***** to ********** be fair here I feel that I should be offered 2 complimentary dinners at the least for this issue. If you dont feel thats fair or if you can tell me how ***** is ok in this situation then I will just shut up and never do business here again. ...... There was an incodent on fathers day at this resturant and they feel its ok to offer me ***** for a bill over ****** I feel that there will be nothing done and we had terrible service iognored and just left with questions o why we even came here

• Initial Complaint

  06/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My last was denied service and entry into this resturant in ******* due to the inclusion of a service animal needed by one of the people in our party. In violation of *** guidelines they first demanded to see paperwork proving it was a service dog. Then when presented with *** guidelines they simply just told us that they have the right to refuse service to anyone for any reason so therefore they are just choosing to not serve us.

  Business response

  07/19/2023

  First and foremost, we want to extend our sincerest apologies for the experience you had at Texas de Brazil. Your feedback is of utmost importance to us, and we deeply regret that we fell short of meeting your expectations and providing the level of service we strive to deliver to all our guests.
  
  We have thoroughly investigated the incident and have taken your concerns seriously. After reviewing the details of your visit, we acknowledge that there was a misunderstanding regarding your service animal,and for that, we sincerely apologize. At Texas de Brazil, we are committed to upholding the principles of the Americans with Disabilities Act and ensuring that all guests, including those with service animals, are treated with respect. We recognize the importance of fully adhering to these guidelines, and we will be retraining our staff to ensure they are well-informed about the rights of individuals with disabilities and their service animals.
  
  In addition to the retraining of our staff, we will be conducting a comprehensive review of our policies to ensure they align with *** regulations and that this type of situation does not occur again in the future.
  As a gesture of our sincere apology and to demonstrate our commitment to providing a positive experience for all our guests, we would like to invite you and your party back to our restaurant for a complimentary meal,along with your service animal, where you can be assured of the warm and respectful reception that all our guests deserve.
  
  Please feel free to contact us directly at ******************************************** to arrange the details of your return visit. Leadership will personally oversee your reservation to ensure everything is handled smoothly.
  
  Once again, we apologize for the inconvenience and distress you experienced. We look forward to the opportunity to regain your trust and provide you with an exceptional dining experience.

• Initial Complaint

  04/28/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I did OT receive any answer to my letter sent on 2/28/23!!!!!! February 28, 2023 SENT VIA E-MAIL ************************* CEO at Texas de Brazil ******************************************************************************************* **# ************ Fax# Fax: ************** RE: 50% refund My family, friends and I have been several times to most of your restaurants in Texas including *******, ****** and *********** and absolutely love the food and service very much. The food is always delicious and the attention first class. Most of my family lives in ****** therefore we go often and I was very excited when you open a restaurant here in ***** a few months ago to which I went with friends previously and I was so happy to invite again my family and friends last Saturday February 25, 2023.Last Saturday I dont know why the quality dropped, sadly the food on the buffet not of the best quality and artichokes tasted weird, the frijoles were liquid, veggies ingredients oils were of poor quality and the meats were burned. ** addition the drink was unflavored and with no liquor.Unfortunately, It was disappointing and I bringing this to your attention because it is a new restaurant so I am hoping it improves as ********** love going our to eat dinner and the place is in a great location. I thought about writing a review online in my social media accounts about my experience but I think that I wont do that since I think that your staff can improve the quality of the food. For now I would appreciate that you can send me a refund in the full amount 50% which is $62.00 via check as I paid cash.

  Business response

  05/22/2023

  Thank you for making us aware of your experience and we apologize that we did not meet our usual standard of service.
  
  We understand how disappointing it is when the meal and service do not meet expectations. Certainly, it is never our intention to displease a guest and your feedback is important for **, so we can continue to improve.
  
  We have progressed your concerns to the appropriate members of the leadership team so that they may counsel our staff, as necessary. 

  While we are unable to offer a refund, we'd be happy to extend a $50 certificate for a future visit. We hope you will accept and allow ** another opportunity to provide a wonderful experience. 

  Thank you,

  Customer response

  05/22/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  03/31/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We are having a problem with our bill from March 25, 2023. The amount is *****. We had a gift card that our nephew gave ** for Christmas. When we went to use it the restaurant said we didnt have the right thing, they needed something else. We had the receipt that had a reference number attached which was the order number. They said our nephew would have to look up everything TexasDeBrazill sent him and send us the right information. They do not have the ability to pull up the information from the order number. Told ** their Corporate offices were closed and they had no way to teach them until Monday not offering to assist with resolving. I will send pictures of the Gift cards we got initially in our email from our nephew. After finally being able to contact him to tell him what we needed, he was unable to get the information that night. Days later he was able to send us the actual card that corresponds to the original information. Meanwhile I had already tried to retrieve the information myself via email with the Company, to no avail. Once my nephew was able to send what was needed I took everything back up to the restaurant for an adjustment and was informed that they could not process. Had to go through Corporate thus delaying now another day. She said she couldnt help us and said she never told us to come back to her for an adjustment. After asking for her name then the Manager said she would send the information to Corporate and call me the next day. She did not and neither did the company respond. All that I want is for them to take the bill amount of my charge and use the gift card. I might have considered just eating there again and using it then but because of the Managers rude treatment and lack of help with the company I really have no desire to eat there. They dont know how to do simple transactions or take care of problems.

• Initial Complaint

  02/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We ate there on February 14th and was served raw food and got sick the following night, contacted store and they said there's no way anyone could be served raw food at thier restaurant and refused to make it better.

  Business response

  07/21/2023

  We are deeply sorry to hear that you experienced discomfort after dining with us on February 14th. Please know that we take all guest feedback seriously, and the health and satisfaction of our guests are our utmost priorities. We understand your concerns and want to assure you that we are taking your complaint very seriously. Our team has thoroughly investigated the matter, and we would like to share our findings with you.
  
  On Valentine's **** we served over 350 guests, and we genuinely regret that your experience with us was not up to our usual high standards. Our entire staff also dines on the food at the end of the night; however, we want to inform you that no other guest or employee reported feeling unwell or experienced any issues that could be related to food poisoning.Nevertheless, we are not taking this lightly, and we have already reviewed our food safety procedures to ensure that there were no lapses in our practices. 
  
  Food safety is of paramount importance to us, and we have stringent measures in place to maintain the highest standards of hygiene and quality in our kitchen. Our staff is well-trained and follows strict protocols to prevent any contamination or illness.
  
  Once again, we apologize for any inconvenience you experienced, and we thank you for bringing this matter to our attention. Please do not hesitate to contact us so that we can discuss this matter further.
  
  Thank you for your understanding,

  Customer response

  07/25/2023

  I am rejecting this response because:   they're claiming no one else got sick whenever my whole table got sick from the food, and there's absolutely no way they know if every guest was fine as not everyone reports it, we reported because it was our entire table not 1 accident.

• Initial Complaint

  11/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Thanksgiving Dinner at the Irvine, CA location: We went with my family to spend the evening celebrating Thanksgiving Dinner at Texas de Brazil on November 24, 2022. We were 5 family members. We were sat at the Patio Area, and were waiting for good 20-25 minutes to wait for one of the meat servers to look at us after several attempts we had to call them again. This meat server brought this raw meat stick. My kids didn't wanted, I tried because I was hungry at the time, my wife as well, my father in law ate this as well. This meat server keep coming with the same raw meat, even thought we told him not thanks after the first time as this was extremely raw even for my father in law. We tried the other meats that were medium to well done, soup, and salad bar. We finished and tried to used our gift card that was not valid as we came during pandemic and it was closed to dine in. We got 15 % off. But this was not the real issue, in our way back home after 20 minutes, my wife couldn't make it to the bathroom for this chronic stomach ache and diarrhea. We got home she got worse during the night. My two children that ate well done cooked meat, got stomach ache and diarrhea during late night and early morning. My father in law of 79 years old, couldn't make it to the bathroom at midnight, and did it on his blankets, so disappointed. Myself got a terrible stomach ache with chronic diarrhea early morning. The entire family is under medication for this bad first experience at Texas de Brazil located in Irvine, CA. I'm wondering how many more people at the restaurant got this sick and is not reporting it. Also, my wife told my that the bathrooms were cuestionable, out of paper, out of serviced, clogged, etc. We never expected this bad experience and hope this place takes this seriously and of course provide to customers quality-fresh products, sanitizing, and keeping this place clean. Absolutely, I'm requesting a full refund of $340.17 after this catastrophic sanitary issue.

  Business response

  03/10/2023

  Business Response /* (1000, 5, 2022/12/09) */ Thank you for the opportunity to respond to the recently alleged customer complaint of Mr. ****** and his family during their visit on Thanksgiving Day November 24. We are proud of the excellent service we are known for and that our guests should come to expect at all times. We apologize for any potential unfavorable dining experience that Mr. ******'s family may have had at our Irvine, CA restaurant location. I can confirm that our team has thoroughly investigated Mr. ******'s claims and in serving no less then 837 guests (and our entire restaurant staff) that particular day we have received no other alleged same/similar claims in nature. We hope that given the opportunity, Mr. ****** and his family will choose to dine with us again in the future.

*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. ↩