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:04/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 went to Pockets on March 23rd to play pool and have a few beers with a friend. The total tab that I picked up was $44. When I signed the receipt I left a $10 bill on top of the receipt for a tip. On March 25th I got an email that my total had been updated by the merchant to $50.50. I didn't know why they did that so I called them and they told me that they automatically charge 25% if a tip is not left. (there is no sign ANYWHERE in that place that says anything like that and no one said that to me when I paid). I explained that I left the $10 on top of the signed receipt. She asked if I had written cash on the tip line and I said no. She said well that's why we charged you more. She then told me that they were in the middle of a tournament and that she would take my name and number down and have someone call me later that evening when the tournament was over. No one ever reached out to me that day. I tried to just dispute the charge with my card holder because I tried with them, but it was declined. I feel like this is fraud and theft. I think what they did should be illegal if it isn't already.

  Business Response

  Date: 04/17/2023

  To Whom It May ********************** am writing in response to a complaint I received by post mail.
  
  I tried to resolve this issue with the complaintant, who refused the resolution that I offered. I was out of town when she initially called and reached out immediately upon my return. (Also not stated by this complaintant) Attached you will find the text conversation with *****************. Also attached, are the pictures of our clearly posted tab policies. Including the FIFTEEN % gratuity (not 25% as stated in her account) policy. ***************** is aware of these posted policies as you can clearly see in the text conversation, and yet ALSO falsely stated otherwise. 
  
  ***************** also failed to mention that she paid 2 tabs and only tipped cash on one and nothing on the other. Or, if she intended that $10 tip to cover both tabs, did not indicate that to my staff.
  
  As you can see in the text conversation,  she was offered the $6.50 returned to her, even though it is a posted policy. That is the only amount in question, as that was the only tab that was adjusted. The envelope with her money has been sitting here for her to retrieve since 4/6/2023. She has chosen not to pick it up.
  
  ***************** stated that she would not be returning to this establishment as a customer and I think that is a fine resolution for all concerned. I'm not sure why this complaint was sent to you as an alternative solution was offered. It seems ***************** wants only to complain. What is the point of a complaint if you aren't willing to resolve the issue?
  
  *********************
  Owner 
  POCKETS, INC.
  ****************************
  *********** ** *****
  ************
  ************
  
  

  Customer Answer

  Date: 04/17/2023

   
  Complaint: 19904026
  
  I am rejecting this response because:

  The response written is not entirely true. It is correct that I do not want to travel all the way to the establishment to get cash on a charge on my debit card because I live out if town. It should never have happened and they should be able to refund it back to the card they CHANGED the total on. I signed the receipt to be charged $44 and they ILLEGALLY changed the amount.
  
  I only had ONE tab that night for $44 and if they would like to show me the receipt for a second tab with my name on it that would be great because I only had the one. I left a $10 tip which is over 20% in a tip. I was never told about the 15% and must have failed to see ************* they say is posted.

   

  When I initially called about the over charge, the lady who answered was the one whole told me it was a 25% charge which is not posted anywhere. 

  
  Sincerely,
  
  *****************************

  Business Response

  Date: 04/19/2023

  Again, I'm not certain what else this person wants. The refund was offered and has been refused, repeatedly. It's STILL here. We do not have access to customers credit card #'s once the transaction is closed. I apologize that she doesn't undertand that. Keeping  those records would indeed be illegal. Nothing we've done is illegal. The policy is posted, that's our responsibility. It is the customers responsibility to be aware. If she received wrong information over the phone, I apologize. The tip amount is 15% not 25. Otherwise she'd be mad about a larger amount. (15% of 44=6.60 25% of 44=11.00) The other tab that was paid wasn't in her name, so I do not have that information.  AGAIN, the solution I am able to provide has been repeatedly rejected. The only reason this will continue to be an issue is because this person is being unreasonable. Not sure what else to do at this point. I'm fairly certain even if she had the refund,  she'd still be complaining. 

  Customer Answer

  Date: 04/21/2023

   
  Complaint: 19904026
  
  I am rejecting this response because:
  
  Very terrible business practices on your part. Good luck. 
  
  Sincerely,
  
  *****************************