Complaints

This profile includes complaints for Landry's, Inc.(Corporate)'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Landry's, Inc.(Corporate) has 100 locations, listed below.

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  Landry's, Inc.(Corporate)

  1510 West Loop S Houston, TX 77027-9505

  
• 

  Landry's Seafood House

  5001 Jefferson St NE Albuquerque, NM 87109

• 

  Landry's, Inc.(Corporate)

  22215 Katy Fwy Katy, TX 77450-1741

  
• 

  Landry's, Inc.(Corporate)

  1502 Seawall Blvd Galveston, TX 77550-8153

  
• 

  Landry's, Inc.(Corporate)

  8816 Westheimer Rd Houston, TX 77063

  

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:02/02/2024

  Type:Service or Repair 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.

  My wedding was planned and scheduled 12/31/2023 to be held at ************** however the events are catered through ****** catering. I called one of the employees that was working two weeks prior to my wedding to have all my fees for venue/food paid in full so I could allocate money for everything else I had to pay for my wedding. I called **** over the phone to discuss the payment and she told me that I need to pay $5,900.00 and I will be done, I was by my RING during this call, so everything is recorded. I went to get a cashier's check the next day and paid, thinking that all was done. However, three days before my wedding I received a phone call stating that I had a balance close $4,000. I was so confused and frustrated because this was the exact issue i was trying to avoid. However I was past the point to cancel, because of family flying into town as well as not being able to get my money back--so i was forced to sign a new contract. That was weird to me, however I had so much on my plate for my wedding day I just went with it. However, the day of my wedding, it was a complete nightmare. The day of event person **** texted my day of coordinator about five minutes after my wedding started, my groom was told him and his groomsmen could not use the room we actually rented out, event staff were taking people plates and drinks before they were finished (including my plate), the buffet was packed up early, I asked if the staff didn't cut the top of my cake and it was cut and thrown away and not given to my guest, **** is in my professional pictures with my wedding party after being asked several times to not talk to me while on stage--he kept disrupting me while listening to my mother speech and was literally arguing with me on stage at my wedding and they charged my mother's credit card instead of mine and I've to have it fixed and I continue to be ignored.Everything that could possibly go wrong did, and I am looking to be compensated because this was nightmare.

  Business Response

  Date: 02/05/2024

  Thank you for forwarding Ms. ****** complaint to our attention.  We are sorry to hear that Ms. ***** was not satisfied with the catering services. 
  
  We believe Jakes fulfilled the contract in full and acted appropriately at all times.  Two weeks before the event, **** and ****** (our Director of Sales) informed Ms. ***** that her balance was $5,900, but that she had not yet met the minimum for Food & Beverage, meaning there would be an additional amount due.  A new contract was forwarded to her detailing the full amount due with the minimum included.  The other problems Ms. ***** details occurred because she did not have a Day of Coordinator assigned (the contact for the person provided would not respond to calls or texts).  Ms. ***** did not rent a room for the groomsmen, but a room was provided for them. Plates were not removed early to our knowledge.  Common practice is to remove plates where there is no one sitting.  The buffet was not closed early.  It was available for 2 hours and was removed only after all the food was gone.  Ms. ***** did not give instructions to save the top tier of the cake, which was served to guests.  The only photograph that Ms. ***** sent to ****** with **** in the picture was one candid shot, not a professional shot.  **** had to speak with the bride during the event, as there were 26 additional guests that showed up, and 2 additional guests at the head table.  The bride had to approve the additional charges during the event.  There was no other credit card charged.  The only credit card on file was for ****** *****. 
  
  We hope that the above explanations answer some of her concerns.  Her final bill was $14,191 of which she had paid $12,900.  The difference is the amount that was forgiven in order to close the matter. However, we do not believe any further action is required, and Ms.****** request for reimbursement is respectfully denied.  

  Thank you

• Initial Complaint

  Date:01/24/2024

  Type:Service or Repair 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.

  1/14/24 I was disappointed with the service I received at your restaurant. Despite hosting a birthday dinner for 7 people and arriving at 7pm, the restaurant was not crowded yet we had to wait 30 minutes for someone to greet us. We even had to get our own menus and ask when someone would take our order. The food we received was also not up to par and we were unable to send it back or have it remade due to time constraints. I chose your restaurant based on its culture and positive reviews from others, but the poor service was a letdown and did not align with your promise of unwavering commitment to customer service and satisfaction. This was for a milestone birthday and unfortunately there is not a do over but my question is how will you make this right? Do you stand behind the statements 'Our Culture' statement on your website?

  Business Response

  Date: 02/05/2024

  Thank you for forwarding the complaint to our attention.  We are sorry to hear of the issues this guest experienced.  It is our understanding that the party of 7 did not have a reservation.  Upon arrival, our Assistant General Manager,**** ********, greeted them and told them he would prepare a table.  **** immediately prepared a table for the party, including setting out menus on the table.  **** sat the table and had a server greet them.  The party did not express any complaints during their visit.  Therefore we do not believe further action is required. Although this location is now closed for business, we hope that the guests return to our other locations in the area to give us another opportunity serve them.  Thank you

• Initial Complaint

  Date:01/01/2024

  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.

  I checked in to the ******************** on 12/29/23 and stayed for two nights for new years weekend and checked out 12/31. During my check in the lady that assist me was very rude and unprofessional she never told me that it will be additional ***************************************************************************************************************************************************************************** a manager will not be available until 2pm and I requested a call back and nobody never called. I was giving my room key and I went upstairs to my room and the spa suite wasnt even clean the tables were dusty, the floor was dirty, the hotel room didnt get vacuum. When I went upstairs the bed s*** were still dirty the shower and spa tub wasnt clean properly when I informed the front desk regrading to this matter they didnt do anything about it. I requested my room to be clean and sanitize due to Covid and the housekeepers didnt do anything I had to clean and sanitize the room myself. This is very unprofessional I came down to bring in the new year and this is the outcome that I get. I spent $1,750.00 for two nights that is the a lot of money to be spending for not getting the proper services and letting it go waste. I am highly upset with the hotel services. I ordered in room dining at the hotel and was giving cold food and the hotel didnt care. This isnt a way to do business I travelled from the new years weekend and this the outcome I get.

  Business Response

  Date: 01/02/2024

  Please confirm what Golden Nugget location this is regarding, and the dates of stay.  Thank you 

  Customer Answer

  Date: 01/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.] I am not satisfied I stayed at the *********************** from 12/29/23-1/1/24. I paid $2,089.00 I am requesting refund for my stay on 12/29/23-1/1/25.  I was sick with food poisoning from Vic& ******* steak house and in dining room service at the ************************ 
  
  Regards,
  
  
   
  

  Business Response

  Date: 01/04/2024

  Please confirm what Golden Nugget location this is regarding, and the dates of stay.  Thank you

  Customer Answer

  Date: 01/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.] I am not satisfied with the resolution. I stayed at the ***********************, ******. I checked in on 12/29/23-1/1/24 and I paid over $2,000. I will like to receive a call from the business my telephone number is ************.
  
  Regards,
  
  
   
  

  Business Response

  Date: 02/05/2024

  Thank you for allowing us to address the Guest ***** ******** concerns. The Golden Nugget Las Vegas Executives, **************** and *************** conducted a thorough investigation into Ms. ******** concerns and found the following: Guest initially booked a Parlor Suite for December 29, 30 with departure on the 31st.  On her arrival to check in, Guest upgraded to a Spa Suite and was charged accordingly, signing the registration card which showed all charges, taxes and fees, including the upgrade charges. There's no indication that we interacted with her again until the evening of the 30th when, on receiving a complaint on in-room dining, the **************** issued a $100.00 Food & Beverage credit which guest indicated that she was satisfied with. The next day at check out time, Guest requested to extend her stay in the Spa Suite for another day. Due to the Spa Suites already being booked for the evening (New Years Eve), the Hotel Manager booked Guest into a Rush Tower Junior Suite at a discounted rate. Our records indicate that all of Ms. ******* concerns that were brought to our attention were addressed promptly and to the Guest's satisfaction. Therefore, we don't believe any further action is required on Golden Nugget's part. We hope that Ms. ******* will return and should she find any conditions not to her satisfaction, she will immediately notify Management so that they can be investigated and resolved.

  Customer Answer

  Date: 02/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.] That didnt compensate how much I spend with the incident that occurred I was told to reach to LaundryInc because the hotel can only do so much. 
  
  Regards,
  
  
   
  

  Business Response

  Date: 02/22/2024

  Thank you for forwarding the updated complaint.  At this time, we do not have any changes to our original response.  Thank you 

   

• Initial Complaint

  Date:12/29/2023

  Type:Delivery Issues
  Status:

  ResolvedMore 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 9/28/23 at 11:09 am PDT I received an email from Landrys Select Club ***************************** ******* ***** ***** **** and get a $50 Landry’s eGift Card.” On 9/28/23 I purchased the **** **** ********** ******* The email said I would get my gift card in 10 days but I never received it. I emailed Landrys on 11/2/23 and got an email response to call *************** On 11/3/23 I called and left a message. On 11/28/23 I called and left a second message. On 12/8/23 I called and left a third message. I have tried calling numerous other times and have hung up as no one ever answers the phone. The message says I will be called back the following day but it has been almost two months.
  
  I have also sent other emails and have not received a response.
  
  I have the original email with the offer, screenshots of the purchase and the email from Landrys to call with no other option. Landrys has not fulfilled their part of the arrangement and I am asking for my $50 Landrys’ gift card.

  Business Response

  Date: 01/05/2024

  Thank you for forwarding Ms. ******** complaint to our attention.  Our records show that the Ms. ****** received
  and viewed the ***** on 10/18/23.  The
  customer reached out to our Gift Card Department on 11/28/23, and they left a
  voicemail on the same day. The customer also emailed our Landry’s Select Club
  on 11/29/23 and 12/8/23.  Ms. ******** emails
  were forwarded to the Gift Card team, and we do not show a response was
  provided to the customer. A Gift Card specialist reached out to Ms. ****** on
  1/4/24 and confirmed that the customer was able to see her Gift card in her
  email. We do not believe further action is required.  We sincerely apologize for Ms. ********
  experience with the Gift Card.  We hope
  that she is able to use the Gift Card in the near future so that we may have another
  opportunity to serve her.  We appreciate
  Ms. ****** for choosing our Gift Cards when we know there are so many options
  available.  If Ms. ****** has any
  concerns in the future, she may reach our Customer Relations team at
  800-552-6379 or email us at [email protected].  Thank you

  Customer Answer

  Date: 01/09/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me.  I was sent the gift card I requested.  Thank you for your help.
  
  
  
  
  
  
  
   
  

• Initial Complaint

  Date:12/05/2023

  Type:Sales and Advertising 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 received a gift card from our son last Christmas to Morton's Steak House. (actually I think it may have been February because it was late) I called the number on the back of the card on June 22nd to see the amount on the card and was told the card had already been used. We have the card in our possession and it has never let our home. I was asked to send a **** ** ** ******* ******* and give them any information I had. They said it could take "up to" 10 weeks to resolve the issue. I have called at least 10 times and no one returns my calls. I have also emailed and received an email two months ago saying they are collecting their notes. The gift card is for $150. My husband and I are 79 years old and can't understand why they can't resolve this issue.

  Business Response

  Date: 12/06/2023

  Thank
  you for forwarding Ms. ********* concern to our attention.  We are sorry to hear about Ms. ********* Gift
  Card.  Our records show that the Gift Card
  was activated on 2/25/23.  The Card was
  used on 5/20/23 at a location approximately an hour away from Ms. *********
  address.  Our Corporate Gift Card
  Department emailed Ms. ******** on 12/6/23 advising that they cannot reissue
  the Gift Card.  Unfortunately, there is
  no way for us to determine who used the Card. 
  If Ms. ******** has additional questions, she may reply to the email
  sent by the Corporate Gift Card Department, or contact us at [email protected].  She may also call our Corporate office at
  800-552-6379.  Thank you

  Customer Answer

  Date: 12/06/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  
  
  Regards,
  
  
  
  I told Landry's in one or more of my emails to them that the card was a Christmas gift but we didn't receive it until February. We aren't on good terms with our daughter-in-law and didn't see our son and grandchildren until February to exchange Christmas gifts. I didn't know if he bought the card in December or on his way to see us. I do know that we never used the card! They said the restaurant is an hour from our house. What does that have to do with anything? In my email from them they said it was used at the closest Morton's to our house. It isn't, the downtown location is 20-25 miles closer. But like I said, that has nothing to do with the issue. All I know is that we have the card in our possession and it has never been used by us. Why would I go through all of this if we used it?
  
   
  

  Business Response

  Date: 12/12/2023

  Thank you for forwarding Ms. ********' additional comments.  We understand Ms. ********' frustration over this issue.  However, our Gift Card Department does not have any changes or updates to their initial response.  Thank you

  Customer Answer

  Date: 12/12/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  
  
  Regards,
  
  
  
  I cannot understand why Landry's would think that two people that are almost 80 years old would try to scam them? I would like to know how they came to their decision not to remedy the claim. 

   

  
  
   

  
  

• Initial Complaint

  Date:10/18/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  Here is summary of complaint with +Attachment supporting documentation & details shared directly with Landry's but no response (exc $40 tip)
  
  I recently had some out-of-state guests visting and decided to take them to Kemah Boardwalk on September 17, 2023. I wanted to take them to the ‘best restauratnt’ at Kemah Boardwalk and after thoroughly researching my options I concluced Landry’s Seafood House was clearly the winner.
  
  The enclsoed bill for $212 + too generous of a tip shows that the items we purchased during our visit. The “Fire Grilled Oyster & Shrimp was desribed as a fried appetizer with a sweet chili glaze (or something like that). When the appetizer was servied -- the seafood was literally “glued” to the dish cooked-in & served-in, broke apart when attempting to serve guests, and the majority of the tempura / breading stuck-on the dish the appetizer was served-in. I am 100% certain, with no doubt, that there was absolutely no “sweet chili glaze” just a dry piece of seafood that was broken and separted from breading when attempting to serve & eat.
  
  The other item that was purchased and extremely extremley extremly disapointed with is the Red Snapper with Topping Pontchartrain. Your menu descrbes this topping as “crab, mushrooms, white wine cream sauce”. I have provided some on-line pictures and what I received in the +Attahcment. The Red Snapper entrée was dry, NO cream sauce, and the mushrooms tasted like they were taken out of a can and served.
  
  I would have approached management directly to let them know the food served was unacceptable but I did not want to embarrass my guests or management so decided to just wait and put together this letter. It’s worth noting -- NOT 1 guest said anything about how good the meal was which is rare when I take my guests out (or in this case how disappointing the meal was). I paid over $212 and if I remember correctly left roughly a $40+ tip which was NOT warranted and felt like the meal was unacceptable.

  Business Response

  Date: 10/27/2023

  We appreciate having
  these concerns brought to our attention.  We
  sincerely apologize for the unpleasant experience and the frustration this has
  caused. It is our understanding that our General Manager spoke with Mr. Kratky on or about October 24th and resolved his concerns.  We sincerely hope this experience does not deter Mr. Kratky from visiting our locations again in the future. 

  Thank you

• Initial Complaint

  Date:07/31/2023

  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.

  I was discriminated against at the Monterey Chart House Restaurant. My gift card was sent to the wrong email and I did not receive it for months. When I attempted to use it the expiration was past due. I then contacted guest relations only to be told in a rude immature and unconcerned manner by Leslie and Kaitlin that it was nothing they could or would do to replace it. I then asked for their manager and was told they have no managers and they are the only two employees in that department. I called several times and they will not give any support. It seems that Landry's has terrible customer service employees representing them in many departments within their company. It is a shame that in the most critical department with the intention of restoring customer goodwill they have employees that make the matter worse

  Business Response

  Date: 08/18/2023

  Thank you for forwarding Ms. ****** complaint regarding Chart House. 
  
  On October 10, 2022, Chart House received a complaint from Ms. ****** regarding poor service.  In response to her 2022 complaint, Chart House emailed Ms. ****** a $150.00 electronic Complimentary Card as a good will gesture.  Ms. ****** now states that she did not receive the Complimentary Card timely, which is now expired.  Our Corporate Office Customer Relations team informed Ms. ****** that the Card was emailed to her on November 10, 2022, and that the Card expires after six months according to the Terms & Conditions that are emailed along with the Card.  Records show that the email to Ms. ****** was opened on February 4, 2023.
  
  Further, we are sorry Ms. ****** believes she was discriminated against or treated poorly.  Chart House is committed to providing an environment free of discrimination and has comprehensive policies in support of this commitment.  This policy applies to all employees and is strictly enforced. 
  
  Ms. ****** has been informed that the Card is expired and a new Card will not be re-issued.  While we cannot re-issue the Card at this time, we do hope that Ms. ****** returns to Chart House to give us another opportunity to serve her a great meal. 
  
  Thank you

  Customer Answer

  Date: 08/25/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  
  
  [Provide details of why you are not satisfied with this resolution.]

   

  I am still waiting for them the business to call
  
  
  
  Regards,
  
  
  
  
  
   

  
  

  Business Response

  Date: 08/25/2023

  Thank you for forwarding Ms. ******' additional complaint in which she requests contact from the Company.  We have spoken with Ms. ****** on prior occasions and have informed her of our decision.  Our written response to Ms. ****** through the BBB is our full and final determination.  We do not have any changes to our response at this time.  

  Thank you

• Initial Complaint

  Date:07/16/2023

  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.

  My husband and I recently had a two night stay at the Golden Nugget in Laughlin NV (Jun 27 - 29, 2023 - Reservation ************). We had upgraded our comp room to a Courtyard Room with an outdoor patio. Unfortunately, this room was of sub-standard quality as we experienced a number of issues:
  1) Chemical Odor - There was a very strong smell that resembled a chemical disinfectant. It was very unpleasant and noticeable. After learning these were pet rooms, this might explain the smell.
  2) Bathroom - The toilet was NOT fully bolted to the floor and would move when using. The sink had a barely a dribble of water coming out of the faucet.
  3) Patio - I have never seen anything as dirty and unkept as the patio starting with the track for the sliding door. To say it was filthy would be generous. It was obvious that the track has never vacuumed or washed. The patio itself was dirty. We could not sit on the chairs as they were covered in bird droppings. Very unsanitary and inconsiderate to expect a guest to use.
  4) Dogs - Unbeknownst to us, these rooms are also used as the pet rooms. Had this been disclosed to us, we may have changed our minds on booking the room. As luck would have it, the room next to us had a dog. We heard the dog barking through the bathroom vent and was continuously barking at us while we stood out on the patio.
  After many years as visiting guests, this by far has been the poorest quality room that we have had. This room clearly was not an "upgrade". I emailed the property on June 29, 2023 addressing these issues and requesting a refund for the upgrade fee that I paid. Having not received any response after 2 weeks, I messaged the property through Instagram. Only then did I get a response, the gist of which apologized, requested that in future I advise them of issues and declined my request for a refund. I'm aghast as to why it is my responsibility to identify room deficiencies for the property. No guest should have been placed in this room.

  Business Response

  Date: 07/31/2023

  Thank you for allowing Golden Nugget Laughlin to respond to Ms. *********' complaint.

  Golden Nugget Laughlin apologizes for having failed to meet Ms. *********' expectations. Security, Management and Risk Management conducted a thorough investigation of the matter and determined that the inadequacies Ms. ********* refers to were never brought to our attention. Each room Golden Nugget rents is cleaned and restored to its proper new condition following each guest so that the next guest enters a room that is consistently clean and inviting. If a guest enters a room and finds it less than satisfactory, by bringing it our attention we have a variety of options at our disposal such as recleaning, moving the guest or making an adjustment to the stay. It also allows us to review and identify the cause of the inadequacy and prevent it in the future. If we aren't told there are inadequacies, there is no way to go back and look after the next new guest has been put in the room because the room will have, once again, been restored to it's clean and new condition. We regret that Ms. *********' stay didn't meet her expectations, but with no way to see or judge the inadequacy, we must limit our response to an apology with hopes that Ms. ********* next stay will be more to her satisfaction.

  Customer Answer

  Date: 08/03/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  
  I did bring these deficiencies to the attention of the front desk agent at the time of check-out. She made note of them, on a scrap piece of paper,  and told me that she will notify Housekeeping. Perhaps they were attended to by the time of your "investigation" and there is no record of this? Regardless, to put things in perspective, I requested a refund of $40. I'm sure that the time and effort to "investigate" my concerns amounted to more than $40. I assume my word does not suffice, and in hindsight, I should have taken pictures. So much for the guest being right. Even an offer to refund half, which would have been $20, would have been a gesture of good will for a longtime guest. It's time to move on, in more ways than one. This clearly shows me how very little value is placed on my relationship with the Golden Nugget.  

  
  
  Regards,
  
  
  
  
  
   

  
  

  Business Response

  Date: 08/24/2023

  Ms. ********* correctly states that she has a long history with the property and, in fact, this sort of situation has been addressed with her in the past. We have found no indication that the Front Desk, or anyone else, was informed of the stated deficiencies during her stay when we could have inspected and resolved them, and so we find that no further action is required on our part.

  Customer Answer

  Date: 09/12/2023

  On 09/05/23 I responded to the Company's response that it is unacceptable. I do not wish to pursue this matter any further nor take any further action with the Company. I just want it noted that their response and action was unacceptable to me. Please CLOSE this complaint. Thank you! 

• Initial Complaint

  Date:07/07/2023

  Type:Delivery 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.

  My family and I visited Bloom & Bee on May 27 at approximately 9 a.m. As soon as we sat down our waiter asked for I.D. because of the size of our party which was odd but it was my mom’s birthday. He never gave me my I.D. back and I honestly forgot until the next week. I called back to set up a time to go and retrieve it and was rudely told that they under no circumstances would have asked for and held my I.D. Security had to get involved and review the footage and confirmed that my I.D. was taken. They lost my government I.D. and the manager Faith offered me a $75 food and beverage gift card and basically told me to just go get another one. When I asked why I was even asked for my I.D. and if that is policy she said no it was not policy and she doesn’t know. This restaurant racially profiles people all of time from looking at reviews and it needs to stop. We spent $434 at this restaurant that day only to be racially profiled. Please do something about this.

  Business Response

  Date: 07/10/2023

  We are sincerely sorry for the customer’s
  unfortunate experience while dining at our restaurant. We take all customer
  complaints very seriously and have conducted a thorough investigation into the
  customer’s concerns.  Based on our investigation performed
  by our Director of Food & Beverage, Security, Surveillance and General Manager,
  it is our understanding that the server did not take possession of an ID.  Our Director of Food & Beverage, Ms. Chen,
  spoke with the customer and as a courtesy offered to refund the customer’s meal
  or provide the customer with a gift card. 
  Both offers were declined.  Ms.
  Chen informed the customer that if the ID was found, she will be contacted.  Additionally, our Company is committed to
  providing an environment free of unlawful discrimination and has comprehensive
  policies in support of this commitment.  The customer is welcome to contact us
  directly by
  contacting our Corporate Office Customer Relations Department at 800-552-6379
  (Option 9), or by email at [email protected]. 
  Thank you 

• Initial Complaint

  Date:06/12/2023

  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.

  Our room got broken in to during our stay. I would like them to refund the card used for all resort fees. And then I would like them to refund my credit card for the fee they are charging me to mail the “found” items back to me. I have tried calling repeatedly and leaving messages. I can never get ahold of anyone. And no one will return my messages.

  Business Response

  Date: 07/10/2023

  Thank you for allowing us to respond to Ms. ****** complaint.

  Ms. ****** alleged incident was thoroughly investigated by Security, Surveillance and Management. On contact with the guest, we explained the findings of our investigation and that their room door was found to have been opened from the inside shortly after they arrived in the room and was then left open for the remainder of the evening. We also discussed additional layers of Security that were available to them such as deadbolt, nightlatch and room safe that weren't used. We further advised that the local police department had access to our investigative materials. Additionally, we offered a partial reimbursement of their stay as a gesture of good will which was refused. Therefore, we feel that no further action is required.

  Customer Answer

  Date: 08/24/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  
  Laundry’s has a responsibility to make this situation right. They have offered nothing to us to resolve it. They haven’t covered the costs we incurred because of their negligence. 
  
  
  
  Regards,
  
  
  
  Amy shenk
  
   
  

  Business Response

  Date: 09/05/2023

  Thank you for forwarding the additional complaint to our attention.  At this time, we do not have any revisions to our original responses.  The request for compensation is denied.  Thank you