Unbelievably Rude Manager - Mike - Casa Bella Ventura - Kaufe eine Reservierung
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🤮 1/5 - Unbelievably Rude Manager - Mike
By 👻 @ericjonolsen, 04/25/2020 3:00 am
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The one star is for the Manager on duty this evening, Mike. He was argumentative, evasive, and rude. During our discussion, he repeatedly talked over me, argued with me, and exhibited zero empathy. He seemed more intent on "winning" than addressing the situation.
So I'm in town from the OC because the beaches in Ventura finally re-opened and it was hot out. So after a day of hanging out at the beach I decided I wanted some dinner. I went on Yelp and noticed the wonderful reviews of Casa Bella Prime and saw that they are delivering during this craziness of COVID.
Awesome, I thought. I'll order from them. I've been craving a great steak anyhow, and if I don't have to drive and pick it up - even better.
So I ordered the chorizo ravioli, 16 oz. NY Strip (w/o mushrooms), Mac & Cheese, some fries, and a Perrier/Pelligrino.
My order was around $75 plus I told them to add a 25% tip because I truly want to help local businesses out. The woman who took my order was extremely appreciative and kind, I do need to point this out.
The issues arose when I checked my food. The NY Steak had mushrooms (see pics), and the Perrier/Pelligrino was missing. No itemized receipt was provided, so I do not know if I was charged for it or not.
Additionally, there was no plastic cutlery. None. For a delivery. To a hotel.
So first I called the driver because I figured he probably just forgot. He answered the phone and told me they "weren't allowed to give out plastic cutlery". I can understand unwrapped cutlery - but they aren't allowed to even give out sealed cutlery?
Now I'm frustrated, because I have $75+ worth of food sitting on my hotel desk with no means to eat it. I mean, yeah, I could have gone all caveman and used my hands, but my parents raised me better than that. And that would just be conceding defeat. Nope.
So I called the restaurant back and asked to speak with a manager. Mike answered the phone and advised he was a manager. Awesome, I figured there would be a quick resolution to the issue. Wrong.
I explain the situation, and Mike tells me the same as the driver: "We aren't allowed to give out cutlery. This is a new situation for us, and not something we normally do."
You're telling me, when folks take food to go from this restaurant, no plastic cutlery is provided or offered? You're telling me that while the intentions are great on the restaurant's behalf to try and stay open and provide the public with food, no one took a moment to think perhaps folks who were not at home would need a way to eat the food?
So I ask him these questions, and he keeps telling me, "Look, this is a new situation for us, it isn't something we do, we don't have cutlery. Why don't you go ask the hotel?"
If he had been nice about it, I would have said, "Sure, that's a great idea." But he wasn't. He was condecending. He was rude. He was arrogant.
Then, I mentioned I would just go ahead and do a charge-back. At this point, he became extremely agitated and said, "What the heck? So you get $80 worth of food and we get nothing?"
I calmly replied, "How am I supposed to eat it sir?"
Mike responded, "You have the food, we did our part".
At this point, I was done talking with him. I asked who the General Manager of the restaurant was. He paused, stammered, and replied, "I'M the manager tonight."
I paused to give both of us a moment to breathe and asked, "That's not what I asked, Mike. I asked 'Who is the General Manager of the restaurant?'" Again, he evaded answering the questions.
Fine, let's try something else. I asked who the owners were. He wouldn't answer and started yelling at me about how he did his job, and provided the food, and won't let me get a word in edge-wise.
I advised he was being rude. He then started yelling at me asking how he was being rude.
At this point, I told him I didn't care anymore, and I hung up.
It isn't about the money or the food, but how Mike thought it was even remotely appropriate to talk with a guest how he did. Especially in the current environment we are in?!
It is most definitely a buyer's market. Businesses are hurting as it is - no one can afford to alienate guests with prideful attitude. And yet, Mike felt it was perfectly acceptable for him to argue with a guest.
A negative word of mouth review can spread like wildfire and 54% of customers share bad experiences with more than five people, while only 33% share their good experiences (Zendesk)?
Adding to that, most customers have an online presence now, and one bad review from them can cost a restaurant everyone in their circle of
By the way, it took 30 seconds of Googling to find the owner's name: Jan Schuster. Don't know why it was such a big deal for Mike to answer that question.
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