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:07/17/2023

  Type:Customer Service 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.

  On 7/13/2023 I called beer barrel in Findlay ohio to make a reservation for a birthday dinner for two family member. We arrived with a party of 13 people and sat at a table in the dining room to be served. During this visit, my family ordered drinks and food after mentioning to the waitress that our family members had a birthday this day. The waitress said that they don’t do anything special for birthdays at this restaurant. We then waited over two hours for the food that we ordered and multiple meals were prepared incorrectly. The staff still brought out the meals and stated we could have them for free and that they would make them correctly to serve to us. Multiple people at the table sat for two hours with no drink refills. After all of this terrible service and incorrectly made food, we asked to speak to the manager. After voicing our concerns to the manager she stated that she would make things right. She then brought a bill for $300+ which included even the meals that were not made correctly. The manager was hesitant to remove these items from the bill because she stated that she was giving us a 10% discount. 10% was not sufficient for all all the mistakes made during our visit. The manager insulted multiple people in the party before threatening to call the police because the complaints were made to her. During this visit my son left his phone at the restaurant. I returned to the restaurant on 7/16/23 to pick the phone up. At this time the manager approached me and said “I was told by the regional manager to notify you that you’re not welcome in this establishment any longer” I asked why she responded “some of the comments that were made during your visit” I personally never was rude to any of the staff, so I was wondering why I was banned from the restaurant. Also the staff were singing happy birthday to a table of people when I walked in. I feel the staff was racially discriminating me and my family.

  Business Response

  Date: 08/11/2023

  August 8, 2023

  ATTN: BBB Investigator & Dispute Resolution Coordinator
  RE: Complaint # ********
  
  
  On July 13, 2023, the management team at Beer Barrel Pizza & Grill in Findlay, OH accepted a call-ahead reservation for a party of 13. The party arrived and was seated in the main dining room. At some point during their visit, the assigned server alerted one of the managers on duty that one or more guests at the party table had some complaints about the food quality. The manager subsequently approached the table to inquire about the food concerns. One or more guests at the table became argumentative with the two separate management team members that approached to try to resolve the issues. The assigned server and both managers were uncomfortable with the raised voices and foul language from one or more guests at the table. One manager expressed to the guest that foul language toward her would not be tolerated. 
  
  Our management team does acknowledge that there were one or more issues with food timing and order accuracy, which the management team attempted to correct by replacing the incorrect items and ultimately providing a 25% discount on the total bill. The final paid check reflects a total of $213.09, after a discount of $77.38. 
  
  The goal of the assigned server and both managers involved was to make things right with the guests for any part of their food, beverage, or overall service that was unsatisfactory. Unfortunately, one or more guests at the table became argumentative, using raised voices and foul language. The service team and managers reacted by trying to deescalate the situation as quickly and quietly as possible. 

  Beer Barrel Pizza & Grill takes pride in an inclusive and family-friendly environment for guests and staff alike. We aim to offer a high quality customer experience to all guests and we train our service team members and managers on how to appropriately work through guest complaints. We are confident that we attempted to deploy our normal strategies for resolving guest complaints during this visit. 
  
  We appreciate the opportunity to respond to this complaint. 
  
  
  
  
  Thank you, 
  
  ****** *. *****
  Director of Human Resources
  Good Food Restaurants
  ******************************

  Customer Answer

  Date: 08/20/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: no explanation was given as to why I am banned from the restaurant. No explanation was given as to why my party was undeserving of the birthday acknowledgment but I seen other people who were. This was made known before any altercations. Some establishments  have forgotten that the customer is always right and are instead arguing back and forth with the customer. It is rude and unprofessional. I am extremely regretful that I ever chose to celebrate a birthday at beer barrel because of the outcome. No customer should be treated how we were treated that day. I would like a refund for the money paid and will never return to the restaurant and will never recommend that anyone I know go there either.
  
  
  
  Sincerely,
  
  
  
  ********* *******