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:08/16/2023

  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.

  Attempted to schedule a private at Fig & Olive in March of 2023. Worked with *********************** who responded to the inquiry; a virtual meeting was held with ******************** and a tentative date was set to host the event at the location. However as the date approached ******************** indicated that she was waiting on her boss to give the final decision; each time we spoke by telephone ******************** essentially gave me the run for a full month. This was very unprofessional and required the team and I to scramble and find a last minute location. The purpose of this request is report the concern with the organization and its representative ***********************. Additionally the team would like to seek a resolution from F&O to honor their word to sponsor private space for my company to host an event at their location.

  Business Response

  Date: 08/23/2023

  Thank you for providing us the ability to present our side of the story. 

  **************** enquired with ******************** on February 2nd to host an event on February 11th at Fig & Olive. As details were discussed it emerged that ************** was looking for a pro **** event, entirely at the cost of Fig & Olive. ******************** pointed out that this was Valentine's *** weekend and the restaurant was already very busy and could not allocate a space for a free event forgoing significant revenue making opportunities for the operation. She suggested possibly looking at a different date and that she would enquire with her supervisors about the possibility of hosting a pro **** event explaining that week-ends are not the best times for such events as the restaurant is booked up. 

  As you can see in the attached snippet the client also asked for a free room, free product and free service. This is a steep ask and ******************** would have no authority to authorize such agreement. The subsequent communication to ******************** occured via text messages to her private cell phone, which is not the appropriate channel of communication for a business inquiry. **************** could have called the restaurant and asked for a manger or reached out to corporate to address her concerns.

  Following a phone conversation, **************** shared a recap of the conversation (please see attached) which states ************************ next step was to obtain approval for the date of the event. Fig & Olive has never confirmed and signed any contract agreeing to sponsor an event and as a result there is no such contractual obligation. No agreement was ever reached on the details of said event. 

  While I recognize that communication could have been better and more transparent, Fig & Olive has never agreed to sponsor this event, but rather has only discussed and asked what the client was asking for, and as a result has no obligation to sponsor a free event for 30 people. In the interest of resolving this dispute, Fig & Olive is happy to work with **************** on hosting an event at our location under the condition that **************** understands that we are not in the financial position to provide free services. We can certainly sponsor the room and maybe some free food of our choice that reflects the brand, but can not provide free staff and free liquor. In addition the date will have to be mutually agreed and week-ends are generally not really an option. If this is an acceptable resolution to **************** we will be delighted to work with her. 

  I understand ****************** frustration but I also find it out of the ordinary that **************** demands Fig & Olive to commit to host an event for 30 people for free. I understand clients having expectations from us, but if we are not receiving any compensation for services provided it is just unreasonable to pretend we commit to deliver. We are a business and as such need to make financially wise decisions and unfortunately have very limited room for charitable offers these days.

  Thank you
  *****

   

  Customer Answer

  Date: 08/29/2023

  Complaint: 20481814
  

  Greetings,

  I rented out the entire top floor at Fig and Olive (F&O) in 2018.  At this time, I was impressed with the venue and the impeccable customer service provided by F&O.

  I planned a brunch and honored women who Who are Making History back in March of 2023; the invitees included political officials and CEO's who are adding value within the community.  Because I was impressed with the service provided in 2018 by F&O, I was elated to explore a partnership to host and honor said women at F&O.  Please note that often times partnerships are established among businesses.  

  Nonetheless, it is unfortunate that F&O continues to fail at providing exceptional customer service. 

  As a next step please move this issue, up the leadership chain, to the F&O corporate office level.  

  Warm Regards,
  
  *************************

  Business Response

  Date: 09/05/2023

  I provided the last response to the complaint filed by ****************. I did not qualify myself but I am the President and COO of Fig ***** Olive, so the matter had already been escalated to my attention. I spoke to ******************** and reviewed the exchanged communication prior to submitting my answer.

  While I understand **************** frustration in the poor communication for which I take full responsibility, I do not know what else my business can offer to make her happy. We are a business and Covid has hit us hard, our sales are still well below 2019 levels and we are unfortunately not in the position of sponsoring a free event for 30 people. I can definitely work on aggressive pricing as I indicated in my prior response but it is unreasonable to demand free services. Also no contract was ever signed for the event **************** planned on hosting in March.

  I trust that **************** who also runs a business can understand that we all operate under financial constraints and while I would love to support her initiatives I can not do so without any type of compensation. If I am provided with a budget I am happy to put an offer together that can work. 

  I look forward to hearing back. 
  ************************* - President ***** COO

  Customer Answer

  Date: 09/13/2023

  Complaint: 20481814
  
  Greetings,

  I expected to pay for wine, liquor, and F&O staff wages for the event discussed with ********************* back in February/March of 2023.  As mentioned I rented (paid) and hosted 50+ guests at your Oak Street F&O location back in 2018.  When I contacted F&O this year (2023)  I expected professional customer service.   As a business owner I absolutely understand that there are an array of constraints with operating a business.  I also understand that without customers there is no business; as such it is imperative that professionalism is always demonstrated.   Unfortunately  ************************* behavior and your initial response was very unprofessional. 

  Moving forward I would like to thank you for taking the time to discuss my concerns.  At this time I will not move forward with booking space at F&O.  

  Again I understand the stressors with running a business; therefore I truly wish you the best with all of your future endeavors.

  Lastly, please note that the BBB platform only offers two options and I had  "reject/do not accept the response from the business" so that I could provide this response.  

  Take care and Be Well! 

  Regards, 

  *************************