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)

  1510 West Loop S Houston, TX 77027-9505

  
• 

  Landry's, Inc.(Corporate)

  2502 Seawall Blvd Galveston, TX 77550-7956

  
• 

  Landry's, Inc.(Corporate)

  6100 Westheimer Rd. Houston, TX 77057

  
• 

  Landry's, Inc.(Corporate)

  215 Kipp Ave Kemah, TX 77565-2840

  
• 

  Landry's, Inc.(Corporate)

  2501 Seawall Blvd Galveston, TX 77550-7955

  

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:05/27/2023

  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.

  On 4/28/23, we reserved 4 rooms at the GOLDEN NUGGET in Las Vegas. At approximately 2:38am on 4/29, someone entered room #921 where Douglas ******** and a friend were ASLEEP. This person entered the room as they slept with a key and stole an APPLE IPHONE value $600.00, Gucci Wallet $500 which contained approximately $1400. in cash, my credit cards, debit card, driver's lic. I discovered this when I woke up at 6:30am on the 29th - Not understanding HOW someone could get into room we search room and hallways to discover my IPHONE case in the trash by elevators on the 9th floor. We immediately called for HOTEL SECURITY, a detailed report was filed at 7:20am. We called my banks and credit cards to find out this person was already using both cards at a local Walmart to the tune of over $700.Shut down all cards, which these charges are being handled by my banks. With this we decided to call local Las Vegas Police, we filed a police report. My entire family no longer felt safe there, we went to front desk spoke with Kevin ******, front desk manager. I asked for an entire refund for our stay and we wanted to check out immediately. Mr. ****** made it sound like this was not a problem but come to find out we were only REFUNDED for the night we left. Several times we were told this happens all the time, scary thought that someone can get a key to the room and enter while you're SLEEPING. I then asked if they had a department, we could file a claim for the personal property that was taken. They gave us the RISK MANAGEMENT, Mr. Richard *****. Mr. ***** let us know they DO NOT cover this type of personal property loss. I also reached out to Mr. ****** ******, VP of Hotel Operations, to date I have heard NOTHING. How can a hotel of this magnitude not want to PROTECT their customers. This was a complete VIOLATION of our privacy, this hotel should be held liable for the personal property taken from our room. They should at least return phone calls or emails.

  Business Response

  Date: 06/08/2023

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

  The
  Complaint:
  On
  4/28/23, we reserved 4 rooms at the GOLDEN NUGGET in Las Vegas. At
  approximately 2:38am on 4/29, someone entered room #921 where Douglas ******** and a friend were ASLEEP. This person entered the room as they slept with a key
  and stole an APPLE IPHONE value $600.00, Gucci Wallet $500 which contained
  approximately $1400. in cash, my credit cards, debit card, driver's lic. I
  discovered this when I woke up at 6:30am on the 29th - Not understanding HOW
  someone could get into room we search room and hallways to discover my IPHONE
  case in the trash by elevators on the 9th floor. We immediately called for
  HOTEL SECURITY, a detailed report was filed at 7:20am. We called my banks and
  credit cards to find out this person was already using both cards at a local
  Walmart to the tune of over $700.Shut down all cards, which these charges are
  being handled by my banks. With this we decided to call local Las Vegas Police,
  we filed a police report. My entire family no longer felt safe there, we went
  to front desk spoke with Kevin ******, front desk manager. I asked for an
  entire refund for our stay and we wanted to check out immediately. Mr. ******
  made it sound like this was not a problem but come to find out we were only
  REFUNDED for the night we left. Several times we were told this happens all the
  time, scary thought that someone can get a key to the room and enter while
  you're SLEEPING. I then asked if they had a department, we could file a claim
  for the personal property that was taken. They gave us the RISK MANAGEMENT, Mr.
  Richard *****. Mr. ***** let us know they DO NOT cover this type of personal
  property loss. I also reached out to Mr. ****** ******, VP of Hotel Operations,
  to date I have heard NOTHING. How can a hotel of this magnitude not want to
  PROTECT their customers. This was a complete VIOLATION of our privacy, this
  hotel should be held liable for the personal property taken from our room. They
  should at least return phone calls or emails.

  The facts as
  we see them:
  Douglas
  ******** checked into room 921 on April 28th and first entered the
  room at 5:03 PM. On April 29th at approximately 6:52 AM, Mr.
  ******** and guests Vinnie ******** and Candice ******** reported to Golden
  Nugget Security that high-value items were missing from a counter in the room. They
  reported that Douglas was in the room with a guest, asleep, when the items went
  missing, and that they had all the keys issued to them still in their
  possession.

  The room’s door,
  lock, night-latch and safe were inspected and all were found to be working and
  securing properly.

  Hotel
  Management, Security and Risk Management conducted a thorough investigation of
  the reported incident and review of our records.

  We observed
  Mr. ******** and his party checking in and receiving their room keys on April
  28. We also observed that Mr. ******** and his party return to the front desk
  on April 28th at 10:24 PM where they requested and received a duplicate
  key for room 921. Between Mr. ********** first entry to Room 921 and the time
  they reported the missing items, there were no non-guest keys used to enter the
  room and no forced entries.

  On discussion
  with Candice ********, she indicated that an entry to the room occurring on
  April 29 at 2:38 AM could not have been any of their party despite the key being
  used having been the duplicate picked up by their party on April 28th at 10:24 PM and first used at 10:27 PM.

  To secure our
  Guests, each Golden Nugget Guest room comes with multiple levels of available Security
  including: a digital lock that secures when the door is closed, a deadbolt on the digital lock that, when activated, prevents all normal guest and staff keys from working and a mechanical night-latch that when used, makes it necessary to cause significant damage to the door and frame in order to enter.

  Further,
  every room has a digital safe that, when used, requires the guest to make up
  and enter their own pass-code to lock and subsequently unlock the door. This
  code can be changed on every use and is known only to the guest.

  Golden Nugget
  Management regrets Mr. ******** and his party having this negative experience,
  but the results of the investigation concluded that Golden Nugget wasn’t
  responsible for his loss and is therefore unable to proceed with an insurance claim.

  
  

• Initial Complaint

  Date:04/03/2023

  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.

  On March 15, 2023 we entered a contract with the Aquarium Restaurant for a middle school group to have a Behind the Scenes Tour and Touch Tank experience before their dinner. We communicated via email and over the phone with Angela *****, the sales and events manager, about the specifications of this tour. Mrs. ***** booked both our dinner and our tour; therefore, she knew our numbers since they were the same in both the food and tour contract (separate contracts). Upon arrival to the restaurant, Mrs. ***** informed us that our group was to big for the behind the scenes tour. She also informed us that the staff would simply bring the touch tank out and give a presentation about their fish. First, since Mrs. ***** knew our numbers she should have informed us that our group was too large for a behind the scenes tour before entering into a contract with us. Instead, she took our money in advance for a tour knowing this information. We did not get the behind the scenes tour although we paid $7 for 120 people. Our parents were asking about the tour and why they did not get it as outlined on our itinerary. However, we did get to experience the touch tank for the additional $160, and that was fine. Mrs. ***** stated the biologists would be giving an hour long presentation. They did NOT give an hour long presentation. As a matter of fact, there was no presentation at all. However, they did allow the students to touch the fish, but they did not do any kind of presentation. It was only a Q&A session for a few minutes and then they were gone. The entire experience was 34 minutes, not 1 hour. We would like the $840 refunded for a tour that we did not get. This would be the fairest solution since we did not get a tour we paid for. The check should be made to ***** ******* Travel and mailed to our address which is listed on the contract.

  Business Response

  Date: 04/17/2023

  Thank
  you for forwarding Ms. ****** complaint regarding Aquarium-Nashville to our
  attention.  Ms. **** requested a Touch
  Tank, Tour and Dinner for 120 people, with the event lasting from 5:00PM to
  6:00PM.  Aquarium’s Event Manager, Angie
  *****, spoke with Ms. **** regarding her event. 
  When booking, Ms. ***** explained to Ms. **** that Tours are held only
  in morning prior to 10:30AM (as stated in the Contract brochure), but explained
  that Aquatics could come and talk to the group table side at a lower rate.  Ms. **** agreed to the terms and a Contract
  was signed. 
  
  On the
  evening of the event, the students started to arrive at 5PM, and then they all
  started to visit the restrooms.  This
  delayed the start of the event.  The
  Aquatic team did give a table side presentation and brought a Starfish to each
  table for the students to touch and ask questions.  According to the Contract brochure, Tours (in
  this case, the table side presentation) last for 30 minutes.  Ms. **** was charged $7 per person for the
  table side presentation (Tours are $15 per person).  She was also charged $210 for the Touch Tank
  (a $1,000 value).  Ms. **** was given a discount on the event upon booking.  At this time, we do not believe any refund is
  required.  Thank you

  Customer Answer

  Date: 07/20/2023

  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.  The company made no attempt to resolve the issue. They were unclear in their communications and written contract. Their contract was deceptive and unfair. However, you may close this case. We simply will not recommend or work with this company or any of its affiliates ever again in our tourism business.  
  
  
  
  
  
  Regards,
  
  Shenita ****
  
  
  
   
  

  Business Response

  Date: 08/16/2023

  Thank you for forwarding the additional complaint from the guest.  At this time, we have no changes from our original response to the Better Business Bureau.  Ms. ****'s request for compensation is denied.  

• Initial Complaint

  Date:03/11/2023

  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.

  Upon arrival a charge of $178.82 was charged to my card . Later to find out those are resort fees . That I was never made aware of at time of booking when I paid in full . Resort fees for what ??? We ate at your restaurants, bought items at ur shops , gambled at your casino ..
  also upon arriving we found out the next morning no hot water in our room and it smelled funny in the room like mildew . Switched us rooms. $90 charge !!!! WHAT!!!
  Hotel took almost 4 hours to get us a new room . Couldn’t shower . And I had to get kinda mean with the front desk and explain to this all was unacceptable. Not even realizing at that time the $90 charge .
  New room was nicer . But lights only work when they want . And the lock on the door is not secure . I did not feel comfortable sleeping in there . Turn shower on and it soaks everything in the bathroom . Very disappointed in my stay at the golden nugget . Especially after realizing all these extra charges .

  Business Response

  Date: 03/23/2023

  Thank
  you for forwarding Ms. ********* complaint regarding her visit to Golden
  Nugget-Las Vegas.  We are sorry to hear
  of Ms. ********* concerns.  It is our
  understanding that Ms. ******* booked her stay through a third-party vendor,
  and the fees were properly displayed upon booking.    It is
  our understanding that Ms. ******* was reimbursed the fees and upgrade charges
  as a gesture of good will.  Therefore, we
  do believe that the matter was resolved to the guest’s satisfaction.  Thank you

   

   

  Customer Answer

  Date: 03/25/2023

  [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.  
  
  
  
  
  
  
  
   
  

• Initial Complaint

  Date:03/06/2023

  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 dined at Morton’s Steakhouse 441 Vine Street Suite 1H Cincinnati OH 45202 on February 11th, 2023 around 8pm. My party of 12 and I made reservations for said date in early January at which time we were told there would be no problem accommodating us. That weekend is considered a “holiday” weekend due to it being close to Valentines Day and it was busy which is understandable. However, the point of a reservation is so that even if an establishment is busy, you and your guests are seated and or tended too because you planned ahead. This was not the experience my party and I had even though we arrived promptly on time for service. We were originally told that we could not be seated at the same table, which again was perfectly fine, but that we would be sat close to one another as I was celebrating my 30th birthday. From the minute we arrived we seemed like we were bothering the staff and they had no remorse nor urgency about the delay in us being seated. When we were finally seated, 40 to 50minutes after our scheduled reservation, my party and I were separated halfway across the establishment from one another. When we talked to the manager Shannon to possibly resolve the issue she became irate and extremely irritated with patrons in my party and professed “You can either take this table or leave. I can not do this right now.” She went out of her way to embarrass and belittle us even at one point trying to involve another party seated elsewhere in the establishment asking if we wanted her to ask them to leave just so my party could be nearby which is not at all the point we were trying to make. Throughout the rest of the night as she went through out the floor I couldn’t help but notice how pleasant and regal she acted with guest who were not of color, like us, and didn’t hesitate to go out of her way for them. She was disgustingly rude to us for no reason and offered no resolution because she could not be bothered with us. I was offended by the treatment we received.

  Business Response

  Date: 03/09/2023

  Thank you for forwarding Abrieonna ******* complaint to our
  attention. We regret that this guest did not have the birthday experience she expected at Morton's. It is our understanding that the
  guest made two reservations for six people each.  Due to the high demand of the holiday weekend,
  she was told there were no guarantees that they would be seated together.  The guest was given the option to book a
  private room for twelve people, which was declined.  We strive to provide the highest level of service to all of our guests, and we are sorry that we were not able to meet her expectations during this visit. If Ms. Brown
  would like to speak with us further, she is welcome to call our Customer Relations
  team at 800-552-6379.  Thank you

• Initial Complaint

  Date:12/09/2022

  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 was held hostage by security staff via the manager. The manager wanted to charge my card more than 5 times for a meal

  Business Response

  Date: 12/09/2022

  Our response to the Complaint for the Houston office is as follows:
  
  Thank you for forwarding Ms. ******’s complaint to our attention.  It is our understanding that Ms. ****** was a party of 4 people, and dined at Catch Steak-NY on November 20, 2022.  At the time of payment, the party asked for separate checks.  The total bill was $578.00.  Ms. ******’s credit card would accept only $73.29 on her share of the ticket, leaving an unpaid balance of $116.00.  Her card was swiped several times.  Other than the $73.29 charge that did go through, all of the other swipes should show zero charges on her credit card statement since the card was subsequently declined.  Ms. ****** left the restaurant without paying $116.00 of her bill.  Given these details, we do not believe a refund or further action is required.  Thank you
  
  
  Lea Ann Lopez
  Fertitta Entertainment
  

  
  

  Customer Answer

  Date: 12/14/2022

  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,
  
  
  
  
    Your understanding is incorrect. I was in a party of 5 that dined at the restaurant that night which everyone paid a portion of the bill; everyone paid with credit/debit card. We gave the waiter (white male) all the cards with instructions on the back of the bill. Twenty minutes after we gave him our cards a (black woman) came back with my card stating she charged it multiple times. This is what started the issue. She claimed she was unable to charge the card at all. My sister though it was strange that she abused my card that way, I felt the same thus I checked my account. I found your staff in fact abusing my card. I had multiple charges from You!  I told one of the staff there what I was seeing and what was being told to me didn’t match. The manager Karl K******** came out to told that same woman told him I never made a payment which was false. I showed the multiple charges on my card he ignored it. Then he got security to hold me and my sister hostage at the restaurant while he tried to intimidate us. I threatened to call the police which in fact I did call the police. While being held hostage the manager Karl approached us ( my sister and I) with the receipts for everybody at the table and tried to force us to put our signatures on the back of the paid receipts for the rest of the party which we adamantly refused because it’s illegal. He was trying to force us to commit fraud!! If your response to this in any way states that I am lying I will further pursue this matter in court. Your establishment has many cameras and all of this is on videotape. 
  understand your staff at this location is horrible. From the moment I walked in and this was my first time here… but from the walk in there were patrons arguing with the staff because of the wait. The whole restaurant was in disarray mainly because it was overbooked! None of the staff knew what was going on. I even had a reservation for 9 but didn’t get seated until 10:15. Our waiter never came back to pick up the check

  
  

  Business Response

  Date: 12/15/2022

  Thank you for providing the additional information.  We do not have any changes to our prior responses. Thank you

• Initial Complaint

  Date:12/05/2022

  Type:Customer Service 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 2022-11-30 I purchased $500 in gift cards. Landry's has advertised * ***** **** ******* where patrons receive bonus cards as well as points towards Landry's Select (loyalty program). As at 2022-12-05 the points have not been deposited. When I contact Landry's they tell me to wait seven business days. On 2022-12-02 we visited Morton's in ************* **. This is a Landry's restaurant. We wanted to enjoy the Porterhouse special offer. This is where things went wrong. 1: the server did not know about this special offer. 2: the manager had to dig up the special offer. Both were very awkward. 3: the first Porterhouse arrived undercooked (rare). 4: the manager then argued with us "this is rare to rare+" to which I responded: yes: we ordered it medium. We sent it back for a remake. 5: the second porterhouse arrived well done (overcooked). 6: a different manager came over and agreed that "yes, this is well done" and then stated "this is how we expect a medium porterhouse to come out". 7: this manager had no idea how to handle this situation and this point this has become a beyond absurd / bizarre experience so we agreed to leave. I am still waiting on Landry's explanation for this restaurant experience. When I call I only get voicemail and although the recording states you can immediately speak with someone it always drops the caller on a voicemail. This is unacceptable. We need Landry's to explain the unprofessionalism on 2022-12-02 plus to issue the rewards points that I paid for in accordance with Landry's advertising and loyalty program rules.

• Initial Complaint

  Date:11/28/2022

  Type:Product 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.

  He stayed at the Golden Nugget Hotel and Casino in Las Vegas on 10/2-10/7 and our Confirmation # was *************. We were quoted an amount with room charges, taxes and fees, and resort feel of $555. We checked out at about 3:30 am to get to our flight. It was early and we did not receive a receipt upon leaving. When looking at my credit card bills we were charge almost $187 extra. We called the Nugget hotel and she said there was a room service charge for around $60 but she couldn't tell what the room service charges were for. We never had any room service our whole stay. She tried to transfer us to Accounts Receivable but no one answered, she thought they were closed. She gave us the number to call back the next day. We have tried to call several times now and get put on hold for up to 40 minutes at a time with no one ever answering. The only items that were brought to our room was bottled water. When we contacted room service during our stay they stated there was NO extra charge to bring us up water. There is no way we would pay $60+ for water, we would have just bought it ourselves. We would like to know what that charge was for and if it was for the water, we would like to be refunded as like I stated, they told us over the phone several times that there was no charge for extra water. Thank you.

  Business Response

  Date: 12/07/2022

  Thank you for forwarding Mr. ********'s complaint to our attention.  We are honored that Mr. ******** chose to stay at our Golden Nugget.  We have investigated his concerns and have reviewed Mr. ********'s room charges (attached).  Hotel management confirms that Mr. ******** was not charged for bottled water to the room, and all charges are correct.  Charges on the bill were for drinks at the H2O Bar at the Pool.  At this time, we do not believe further action is required.  Thank you

   

  Customer Answer

  Date: 12/09/2022

  [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.  
  
  
  
  
  
  
  
   
  

• Initial Complaint

  Date:11/26/2022

  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.

  Oct 9th 2022 at the Golden nugget laughlin Hotel
  Spent over $500
  Had Multiple issues with my room and Management that was never resolved. I did reach out Landry corporate and the hotel back on Oct 9th but they never responded back to me.
  
  They should have a support ticket with the full complaint already.

  Business Response

  Date: 12/16/2022

  Thank you for forwarding this guest complaint to
  our attention.  We are sorry to learn of
  the unfortunate issues regarding Jamie *****’ visit in October 2022.  The Golden Nugget Hotel Director, Amber
  ********* tried to reach out to the guest this week, and sent an email to the
  guest on December 14th.  Ms.
  ********* addressed the issues outlined in the complaint with her team.  We understand Jamie ***** visited the Golden Nugget
  again recently, and we hope that visit met all expectations.  If further issues need to be addressed, Jamie
  ***** is welcome to reach out to Amber ********* directly by responding to her
  email or phone call.  Our Corporate
  Office Customer Relations email is [email protected].  
  Thank you

  Customer Answer

  Date: 12/19/2022

  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 never received a call,only a email. I responded but haven't got one back.

  I'm more upset that the golden nugget or landry's didn't respond until I ask the BBB for help. It's been almost two months to even get someone to respond with no resolution. 

  Even for my recent stay. I was check in under the wrong reservation and almost kick out of the hotel. Also had issue with the bathtub not draining again and I had to clean it out myself. I included a pic of what I pull out. 

   

  Business Response

  Date: 12/26/2022

  Thank you for forwarding the additional comments to our attention.  We do not have any changes to our initial response.  Thank you

• Initial Complaint

  Date:11/25/2022

  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 bought a $150 Electronic Gift Card from the Landry's website on 10-17-21 for a birthday present for my Mother In Law. We tried to use the gift card at a Chart House Restaurant in Daytona Beach, FL on 08/28/22. They told us that gift card was worthless. We reported this incident to their corporate gift card department the next day on 08/29/22. Their corporate gift card department representative Miguel, treated us as if we were lying and said the gift card had already been used at a Landry's Seafood Restaurant in Orlando, FL and they need a week to get ahold of the restaurant to look at signatures. We let them know over and over we have never been to that restaurant which is almost two hours away from her house.
  
  After a week we called back and spoke to Miguel again and he said he still hasn't been able to reach that Orlando restaurant and to give it more time. We escalated this to a supervisor Nehaya and she said to send a email with all the information with what happened and she will have their IT department investigate to see if we used the E gift card. We had to tell her again my Mother In Law never used the card and has never been to that Orlando restaurant. Plus she doesn't even live over there.
  
  We didn't hear anything for weeks, so I emailed Nehaya the supervisor. She wrote back and said they are still working on it. Almost two months later on 10/21/22 we get a one sentence email saying, " This dispute request was denied. We will not be able to replace this eCard as it was delivered and opened."
  
  We feel complete disgust, disappointment and are surprised how this restaurant who claims to be a leader in hospitality has treated us. We have been humiliated at the restaurant, had to front more money to cover our dinner for their E gift card system that's obviously broken and breached. We've been treated as liars and swept under the rug hoping we go away and forget about it. This is evident just look at the time it took them to answer us.

  Business Response

  Date: 12/06/2022

  Thank
  you for forwarding Ms. *********’s complaint to our attention.  Ms. ********* states that she ordered an
  e-gift card for her mother-in-law which was not valid.  According to our records, the email
  used to order the e-gift card was ******.*********@yahoo.com,
  and the email to which the e-gift card was properly sent was ******************************.com.   The e-gift
  card was sent on October 17, 2021.  Ms.
  ********* called our Corporate Office Gift Card Department on August 29,
  2022.  Her claim was denied a few days
  later over the phone, as Landry’s cannot be responsible for the e-gift card
  once the recipient opens the email.  Ms.
  ********* continued to call the Gift Card Department, and they again denied her
  claim on October 21, 2022 via email. 
  
  We are
  honored that Ms. ********* sent one of our company’s gift cards to her family
  as a gift.  Unfortunately, the
  Gift Card Department is not able to replace her e-gift card. 
  
  Thank you    

  Customer Answer

  Date: 12/06/2022

  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.  

  Landry's is lying in their response !!! Landry's is pretending that they told me a couple days after my initial complaint that I was denied over the phone and I kept calling back. I've provided the email chain to prove them wrong showing that they were "working on it" or "it's pending", just look at the dates on the email chain. This is a classic blow off job. The case was pending even on Oct. 4th, 2022. Also they are stating that since the email was opened by my mother in law she had to have used it and ultimately we are lying. More lies! Look at their complaints from others on the BBB. This has happened to other people. Landry's Egift card program is obviously been breached by ********* and they are continuing to keep letting innocent customer's hard earned money be stolen. I want real proof from them that we stole our own money. I want my $150 back. How do we know it's not an employee that is taking people's money? This incident has effected two households who will now be telling everyone we care about to never buy Egift cards from Landry's and how horribly they treated us. 

   

  Thank you. 

  Business Response

  Date: 12/13/2022

  Thank you for forwarding the additional complaint filed by Ms.
  *********.  We are sorry to hear that Ms. *********
  remains unsatisfied.  And, we apologize for
  any possible miscommunication that may have occurred during the investigation
  of this issue.  However, our initial
  response still stands. 

  
  
  

  The $150 eGift Card was purchased online on October 17, 2021
  under order number **********. Per order detail, the eGift Card was requested
  to be sent to recipient email, ******************************.com. Electronic
  tracking shows this recipient received and viewed the eGift Card on October 17,
  2021 at 16:53:17 under IP address ************. Our records show the card was
  redeemed for $150 on January 23, 2022 at Landry’s Seafood House, Orlando,
  Florida.  Once an eGift card is delivered
  and viewed online, there is no way for us to know who has access to that Gift
  Card. Therefore, they are treated like cash and cannot be replaced.

  
  
  

  Signed:

  
  
  

  Len

  
  
  

  Landry’s Gift Card Department

• Initial Complaint

  Date:11/19/2022

  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 am staying at the Golden Nugget Hotel in Las Vegas tonight and retreated to my room due to a migraine headache. Upon arriving I noticed there is an extremely loud event going on outside my window. I asked the front desk to please switch me to another room. The front desk told me they were sold out. I asked to speak to a manager and the manager told me the same. She said they could try to switch me tomorrow. I explained to her that I get really bad headaches and that if I had known about the noise level I would have never booked a room here. I asked to speak to the manager’s supervisor and she said there was no supervisor above her. She then refused to give me the corporate number, stating that she did not have it. She transferred me back to the front desk and they also seemed to not have a corporate number. I booked a room so I could get some sleep. This will not be happening here.

  Business Response

  Date: 11/30/2022

  Thank you for forwarding Ms. Rodriguez's complaint to our attention.  We are sorry to hear that Ms. Rodriguez had an unpleasant stay at our hotel.  On the evening of her stay, there was a concert (not on our property) that was creating noise.  The Golden Nugget was sold-out and could not move her to another room.  The Golden Nugget has contacted Ms. Rodriguez to discuss her concerns upon receipt of this BBB.  We believe the matter was resolved with the guest.  

  Thank you

  Customer Answer

  Date: 12/08/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18438852, and find that this resolution would be satisfactory to me.