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Business Profile

Food Service Management

Delaware North Companies
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/14/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    Bought 2 , 5 piece chicken tenders with fries at Buffalo Sabres game on Feb.13 2024. They were all over cooked to hard as a rock. When I took them back to complain they told me they were all like that, nothing they could do. I bought them from stand next to seating area by club restaurant.Your food is really bad! I will next be contacting the Sabres about the food. For the price you charge for this food, it should be better.

    Business Response

    Date: 03/06/2024

    Hello,

    Our General Manager at the facility reached out to Mr. ***** via phone on Tuesday March 5th and left him a message. We are waiting for him to return his call so that we may process his refund and invite him back to a future event on us. We apologize for the delay in response as we just received this inquiry yesterday.

    Business Response

    Date: 03/07/2024

    We have contacted Mr. *****, refunded his charge and invited him to the March 14th Sabres game to have dinner on us. Please let me know if there is anything else I need to do to close out this complaint.

    Customer Answer

    Date: 03/07/2024

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 



    Regards,



    **** *****








  • Initial Complaint

    Date:01/31/2023

    Type:Product Issues
    Status:
    Resolved
    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 was in the airport in Buffalo waiting for my flight and purchased a tee shirt a this store on Dec. 30, 2022. When I got home and tried it on I realized I should have gotten a larger size. I called the store and left messages for both the manager and assist. manager for help. NO RESPONSE from either one. I wanted to return the shirt and get a larger size. I even offered to pay for the postage and also wanted them to call and let me know if this possible and to let me know either way. I also called JETSET market. Again NO RESPONSE.
    I would like to know one way or the other if my request is possible.

    Please call or email me if you need any more information.

    I have the receipt, but don't know how to upload it. I can take a picture of the receipt and test or email it to you.

    Business Response

    Date: 02/08/2023

    Thanks for making us aware of this issue. We have reached out to our team at the location mentioned and will be able to provide a more detailed update shortly.

    Customer Answer

    Date: 02/09/2023

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 



    Regards,


    **** *******








  • Initial Complaint

    Date:08/24/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    The days we stayed at Big Meadows Lodge was 7/17/2022 to 7/20/2022. The amount we paid was $208.95 on 4/03/22 and $417.90 on 7/17/2022. The first night there we stayed in a larger room which needed upkeep and much better cleaning. I have only 1 picture of the possible black mold above the fireplace and more water damage in the bathroom behind where the fireplace was. You could see through the holes in the corners of the big picture window where I stuffed Kleenex in. I did tell them about the possible black mold earlier before later that night when my wife woke me up to a mouse in our room. I tried to get it but it went under the baseboards where there was a good inch gap. So I called the front desk and they said they would give us a new room. Melanie at the front desk made no apologies and proceeded to give us a different room. This was around 10:30pm. The room was a few doors down and smaller but much more updated and cleaner. The next day I asked for clean towels and met up with Allissa or Alisha the front house manager and she apologized for what happened and told me we would be discounted for our troubles. There was tension in our encounters with the front desk the next 2 days but it was cordial, no yelling. Then when checking out Melanie was there and we waited for a receipt but she couldn't give us one? I asked for her to email to me and give me a phone number in case I didn't get it? So to date 7/25/2022 I have tried calling at least 10+ times and emailing multiple people and even the property manager and assistant property manager through the reservation people for Big Meadows Lodge? They will not contact me or give me a credit so I did contact my bank and am disputing the total amount of $417.90. But I can't believe these people won't give me a call or email to resolve this? I'm at my wits end! Thanks for your help!

    Business Response

    Date: 09/12/2022

    Delaware North has
    followed up directly with the customer and appreciates the additional
    information provided. We regret this stay was not satisfactory and have issued
    a full refund.

    Customer Answer

    Date: 09/13/2022

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I talked with Wilbert M*** from Delaware North. He's a assistant manager for them and apologized for our stay and everything that happened there. He is crediting our account for $313.43 at the bottom of the folio I attached. As long as that goes through to our account everything is settled? I want to thank you for all your help with our situation

     You made a huge difference in the outcome! Outstanding job, very much appreciated!



    Regards,



    ****** ****
     






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