Complaints

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• Initial Complaint

  Date:02/16/2023

  Type:Billing 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 February 4th my waitress was very rude to me and my friend, threw our food on the table after we waited for an hour and it was cold. Then she charged me for 3 plates when I had one. I asked for a manager to look at the cameras and the women told me no and made me pay for the 3 plates. I spent $46 for a meal that was $15. I tried to call and speak to a manger they again told me no and asked who was calling.

  Business Response

  Date: 02/24/2023

  Hi *******,

  
  

  My name is *****, the Manager at Khans Mongolian Grill and Bar at 751 Milford Rd East Stroudsburg PA 18301.

  
  

  In a Response to the complaint ******** made by *******************, we have some things to clarify and explain the truth.

  Our Restaurant is a Hibachi Style Mongolian Buffet, which means its paid by person not by the plates the customers eats. The price for the meal is $12.75/person for lunch Monday through Saturday and Dinner for $16.75/person on Monday through Thursday, $17.75/person for dinner on Fridays and Saturdays, and all day $16.75/person on Sundays. These price includes a the buffet hibachi and the appetizers on the menu each table has and excluding the Drinks, left over food and take aways. All Prices are visible on the outside of the restaurant and inside at the front desk, which in this case, the prices are made clear to all customers.

  
  

   **** was here on February 4th 2023 on a Saturday Evening with one of her male friend which the price is $16.75/person. She stated that her and her friend each only had a plate and the third plate was a take away. For the take away, there are signs up on walls and at the front letting customers know that left overs we charge by pound of the food and take aways, and an additional to that, the severs will let the customer know before handing the customer a TOGO container that we weight the TOGO by pounds. Making this clear, her friend was notified and agreed to pay for the TOGO they are taking away. 

  
  

  **** said we refuse to look at the camera to prove that she only had 3 plates, we didnt look at the camera because we charge by person, we dont charge by how many plates they each ate or ate in total. There was 2 People and they both ate at the buffet so we charged 2 person plus the drinks and their TOGO. The Total she paid was $40.16 for 2 people plus a soft drink, and her friend paid for his own TOGO.

  Even her friend told her its was a buffet and he was embossed on how she was yelling and arguing about the price in front of so many people on a busy Saturday night, he even said that he’ll pay himself if she doesn't want to pay.

  
  

  She also stated that our meal if $15 but that was not the case on a Saturday night. You can refer to the price I've mentioned above. 

  
  

  Finally, **** said she tried to call us again and the manager said no. She did called us again the next day which is Sunday, and she was talking in a threatening voice asking for a refund or else she would file a complaint and sue us. We obviously said no because we DID NOT charge her any extra, she paid for what she ate, we won't and don't need to refund her anything. 

  Customer Answer

  Date: 03/16/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:
  

  I stand by my request for a refund. I asked for 2 separate checks and my friend paid for his meal which was the Togo  so why was I charge for 2 people. I asked for separate checks, and you state in the message it’s charged by person but at the restaurant you were saying I had 3 plates and I had to pay, that is why I insisted a manger look at the video. Not only that, we waited over an hour just to get cold food that a server through on the table. 
  
  
  
  Regards,
  
  
  
  **** ***** 

  Business Response

  Date: 03/21/2023

  In a Response to the complaint ******** made by **** *****, We do not accept the refund and we are still going to challenge her. 

  
  

  As we all know buffet is for her to pay by person and eat. If she understands some good English she should get that I said she was paying for the meal that the two of them ate plus the drink, and then her friend paid for his own TOGO order so it was not in the check she paid for. And plus you didn’t ask for separate checks, your friend said if you don’t want to pay he will pay himself for his TOGO so we charged you only for your Dine in price for the two of you and charged him for his TOGO by pound.

  Secondly for the food you said it was cold? All the food are made fresh either from the hibachi grill that you have to pick and wait at the hibachi round or made fresh in the kitchen which are the appetizers. So there is no such thing as waiting an hour and getting your food cold you to pick your own food and the chef cooks it right away when you bring it to the grill and you ordered a chicken fried rice from the appetizer menu and then took it Togo.

  
  

  I don’t wanna continue with her unreasonable request for a refund. She need to be accountable for her own words and for her meal she ate at our restaurant. We have video footage but I didn’t think it was relevant to show at the time because she paid for what she ate and doesn’t matter if it was 1, 2, or 3 plates. But we will show as a evidence If we need to take it to the court level I'll provide those surveillance videos as evidence because we didn’t do anything wrong and if she wants to continuously to lie and trying to make money of us we will take our actions. 

  
  

  And please do not make false comments on the ******  reviews which they aren’t even true when you said about the waitress poured water all over you ( we checked our camera ) and your lying about it.

  Customer Answer

  Date: 03/21/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because: these people clearly have issues. I did ask for separate checks because I haven’t seen my friend in years and I wasn’t paying for his meal, respectfully. Check the cameras and you’ll see your poorly trained waitress throw our food on the table and you’ll also see us sitting there for over an hour with no food. so please be my guest. There are multiple comments on google about you guys stealing peoples money and being unfair. No one said you split water on me, you spilt soda on my friends plate, clearly you are the one who can’t speak nor understand English that well. ALSO when my friend asked you where our food was the waitress pretended to not know English. Customer service here sucks. And yes I did see a child working in the kitchen and a mother younger child setting tables. That’s illegal. If you want to take legal actions I’m ready when you are. You people are terrible and you scam people. 
  
  
  Regards,
  
  
  
  **** *****