Complaints
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 0 complaints closed in the last 12 months.
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Initial Complaint
Date:01/22/2024
Type: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.
On Saturday Jan 20th at 1:30pm myself and our family entered Martinis asking for a table for ourselves and our family. All together there was 12 of us including 2 infants and 3 toddlers so only 8 actual adults. They refused our service even though the restaurant was almost entirely busy. The interaction with the host was horrible and overall we will choose to take our business elsewhere. I have gift cards purchased for Martinis that I can now no longer use and want refunded.
Business Response
Date: 01/29/2024
Thank you for your communication. For the record, we did NOT refuse you service. You arrived with a group of 12 with no reservation. Our host, after checking with the manager, quoted you a wait time of 30 - 45 minutes. We already had a few large party reservations ahead of you, which took priority. After reviewing camera footage, it is clear that our staff handled this situation correctly and were in no way confrontational. We will be happy to reund you for your gift cards once you remove all your negative social media comments.Customer Answer
Date: 01/30/2024
Complaint: ********
I am rejecting this response because:
It requires I censure myself to claim money that is rightfully mine. Nothing listed is untrue and is information others should be aware of when deciding whether to visit the establishment. The interactions mentioned in their response were not accurate to the events that occurred and there were no large parties at the restaurant it was nearly empty with no other table larger than 5 people seated. I work in F&B and am able to understand what is busy, how to staff and the needs of the kitchen and staff to adequately handle business volumes. Three different individuals have called the restaurant multiple times over multiple days including when we were told the owner would be in. Each time we are told he is busy and won’t come to the phone. Pretty hard to discuss it when you’re blown off both in person and on the phone. I think it’s important the public be aware of how this company does business and their public information including through BBB reflect that. I have been on the receiving end of complaints for a business I have worked for and it’s something we took seriously, investigated and made everyone attempt to rectify. We did not make threats to give the guest what they are owed and refuse communication.
Sincerely,
******* ******Business Response
Date: 02/03/2024
We obviously have differing points of view of this situation. Most people understand that you don't walk into a restaurant with a large group without a reservation. As mentioned before, we stated a wait time of 30-45 minutes, which is quite reasonable. We are a local, independent restaurant that has been in business for 23 years so we understand how best to operate our restaurant.
If the gift cards were purchased directly at the restaurant, we will refund you on verification of the balances. If they were purchased through a third party such as Costco, you will need to go to them directly.
I am rarely in the restaurant but you can always contact our General Manager, David Nold. He is in the restaurant 5 days a week and is perfectly capable of taking care of this for you.
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