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:05/29/2025

  Type:Product 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.

  We recently visited Crooked Can to celebrate our son's 23rd birthday, and unfortunately, the experience was deeply disappointing and unprofessional, particularly due to the actions of a bartender named "***."As part of the celebration, I purchased a beer flight for my son as a birthday gift. I informed the bartender of my intention, and he asked to see **. My son presented his valid digital Ohio ** via the OHid digital wallet, which is a legitimate form of state-issued identification. Despite this, bartender "***" refused to accept the digital ** and insisted on seeing a physical ***** resolve the situation, I had to locate my husbandwho had a physical **and bring him back from another vendor area. Despite this effort, and after verifying the *** "***" later came to our table, where we were quietly enjoying our food, and declared that our son would not be allowed to drink. He then attempted to confiscate the drinks that were already purchased specifically for our son's birthday.This was not only embarrassing but also completely unnecessary, given that the ** was valid and the bartender had already seen and approved the purchase. When I approached the bar to calmly ask for clarification, *** laughed in my face. I asked for his name, and he sarcastically wrote *** on a Post-it note.Both *** and another female bartender tried to escalate the conversation behaved in an unprofessional, dismissive, and disrespectful manner. At no point were we offered a refund for the drinks they refused to let our son consume, despite having paid for them. This kind of treatment, especially during a special family occasion, was incredibly upsetting and unacceptable.

  Business Response

  Date: 06/05/2025

  In response to the customers recent complaint.  As soon as I was made aware of the complaint, via email to our info@ email address, I responded to the consumer via text.  I was traveling out of state.  She responded Thank You.  I then followed up with a follow up email when I returned home to continue the correspondence and start her refund process.  I also wanted to insure her that we are taking steps to dive into the days events and would follow up with her.  She did not respond to the email.  Regardless, I plan on following up with her to let her know the outcome and insure her that we are taking steps internally and this would not be looked at with a blind eye.   

  Below is the timeline.  We take our customer satisfaction and interactions very seriously as they are the CORE of our small business in our community which I proudly lived and my family has been a part of for the past 20+ years.    

  TEXT:

  From Me @ 6:16PM May 30th - Good evening. This is *** St. ****** from Crooked Can Brewing Company. I just wanted to let you know we received your email and first and foremost, thank you. I apologize for any inconvenience. We pride ourselves out customer experience and we do not take this lightly.  I just returned from ******* on a business trip. I want to look into this further with our staff.  I will be in touch shortly and thank you for reaching out. We appreciate your concern and feedback.

  Response @ 6:21PM May 30th - Thank You

  From Me @ 7:25PM May 30th - Absolutely.  I will be in touch soon.  Again, I appreciate the feedback.

   

  Follow up email from me on Monday June 2nd at 12:03PM - I did not here back after this.  This was a direct response to her initial email to our info@ email address.

  Good morning *******.  I hope you had a great weekend.  I was traveling last week but wanted to follow up quickly on your email.  
  
  First, I personally want to apologize about your experience at our facility.  As I mentioned in my text message, we do not take this lightly and take tremendous pride in our customer experience, so this was a bit of a shock to me when I received it.  We have received many, many compliments on our staff and management team over the years, so this hit me differently and will be addressed.   I have a meeting set with our GM and *** later this week to figure out some details and walk through the events of that day and your interaction specifically.   Customer service is very important to us and I assure you, this will not get swept under the rug and will most likely create some additional situational training and coaching opportunities.  
  
  Once I meet and follow up with them, I will certainly follow up with you to keep you updated.   We truly appreciate you choosing our facility to celebrate with your family and  apologize again for your experience that day.  
  
  In the meantime, if you could send me the date, time of your transaction and what name your tab was under, we can most definitely adjust your tab.  (or if you have a picture of your receipt, that would work too).  We can do it in the form of a refund, or a gift card, whichever you prefer.  
  
  Thank you again for your initial email and please let me know on your transaction that day so we can take care of that for you as well. 
  
  Take Care, 
  ***