Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:24/07/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am forwarding a copy of a letter I sent to *** ******* **** ******, Murray’s Garden Center on June 20 :
  Hello,
  I am writing regarding the lunch the MUNPA group had at your restaurant yesterday. While the food was lovely and the service was good, there was a mixup in the payment of the bill. I paid my bill in the same lineup with the rest of the patrons and left. Later in the day, I received an email from ****** ***** telling me that a member of your staff came to our table, which was still occupied by several members of our group, and announced that I had not paid my bill. At that point, ****** ***** agreed to pay my bill, which had already been paid by myself.
  
  When ****** informed me of what had occurred after I left the restaurant, I was acutely embarrassed! I am not accustomed to being accused of leaving restaurants without paying my bill. Had your staff bothered to check their receipts they would have known that I had paid my bill. At present I have no inclination to patronize your restaurant again, nor will I recommend your restaurant to any of my friends.
  
  To remedy this situation I require an apology and a gesture of good will from The ******* Cafe. I cannot exaggerate the embarrassment this incident has caused me.
  
  Kathy ******
  
  
  After emailing this complaint, I waited several days and received no reply. Finally I called The ******* **** and spoke to someone to make sure my email had been received. Apparently it had for I was told that I would be contacted by someone named “Shannon” who deals with this sort of problem in the next half hour. I have yet to hear from anyone from The ******* **** or from Murray’s Garden Centre, who is the company that owns The ******* Cafe.
  
  I did receive a letter of confirmation after I sent this in June stating that I would hear from the business or the BBB within 3 to 10 working days. I did not receive a confirmation number. I have yet to hear anything. This is my second attempt to file the same complaint.

  Business Response

  Date: 22/08/2024

  Email sent to Ms. ****** on Aug 22, 2024

  Hello Ms. ******. 
  
  
  We received this email correspondence on Tuesday from the Better Business Bureau. Our most sincere apologies for not responding earlier regarding this error on our part. We had not received any prior communications form the BBB or anyone else regarding this matter. We are not active members of the BBB so it's possible any previous notifications did not reach us through their channels. 
  
  
  Nonetheless, we are aware of the issue now and would like to rectify this error on our end. First off, our sincere apologies for the misunderstanding and double billing. It's not often we have bookings for groups the size of MUNPA lunch, so I suspect that contributed to the confusion. Additionally, the staff member that attended you should have been better organized and more courteous in their approach. As a result of this complaint we will be reviewing our billing and service standards associated with dealing with larger reservations to prevent something like this from happening again. 
  
  
  Using the receipt that you provided we have found your transaction for $18.51 on June 19, 2024 and refunded that amount in its entirety. I have attached a copy of the refund receipt below. You should see the refund appear on your VISA statement shortly. If you do not see it, please let us know. 
  
  
  In addition, as a token of goodwill and to further express our desire to make amends, we would like to offer you a complimentary $20 gift card that you can use at the **** or the garden centre in the future.  We will send you a gift card notice by email in a separate email. It will contain instructions on how you can obtain and use the gift card. 
  
  
  Again our sincere apologies and we look forward to the prospect of seeing you at Murray's Garden Centre and The ******* **** again in the future. 
  
  
  All the best, 
  
  
  **** ******* ******** ******** ****** ****** * *** ******* ****

  Customer Answer

  Date: 27/08/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22036912, and find that this resolution is satisfactory to me.

  I am disappointed that it took two months for this issue to be resolved, and don’t believe I would have received a response had it not been for the Better Business Bureau. Thank you for your efforts in this matter.

  Best regards,

  ***** ******