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:04/16/2024

  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.

  3/22/24 Dear Better Business Bureau,I would like to start by apologizing for wasting your time on such a minor issue, but the way this business handled the situation I felt was not honest. I thought that maybe by saying something, even if it was minor could possibly make a change to their practices and treatment towards humans.I am writing to file a formal complaint against VK Brewing Co. & Eatery regarding an unsatisfactory experience I had with their dishonest services. On 3/8/24, I placed an order for a cheesesteak priced at $18 through ****** Maps (GrubHub), expecting it to come with accompanying fries as clearly stated on their website's menu.However, upon receiving my order, I was dismayed to find that it was devoid of the advertised fries. Understanding that ordering online may entail higher prices, I nevertheless assumed that the menu items would remain consistent with what was advertised on their website. To rectify the issue, I promptly contacted the restaurant and spoke with the owner. Instead of addressing my concern professionally, the owner rudely insisted that fries were not included with the cheesesteak when ordered through GrubHub. This response not only failed to acknowledge the discrepancy between the menu and the delivered order but also highlighted a lack of transparency and honesty in their pricing practices.Furthermore, I explained to the owner the deceitfulness of charging customers more while providing less food than what was clearly indicated on their website menu. Adding insult to injury, the owner dismissed my concerns with a callous remark, stating that it was their business and they would run it as they saw fit.This experience left me feeling deceived and disrespected as a customer. I paid $30 for a cheesesteak that was advertised on their website menu for $18 with fries included. Had I known that fries were not included and needed to be added separately, the total cost would have been approximately $8 more.Such misleading advertising practices coupled with poor customer service are unacceptable. I urge the Better Business Bureau to investigate this matter thoroughly and take appropriate action to ensure that VK Brewing adheres to fair business practices and provides honest and transparent services to its customers.Thank you for your attention to this matter. I appreciate your time.Sincerely,*************************

  Business Response

  Date: 04/23/2024

  Hello, thank you for reaching out to us regarding a complaint filed by a customer. We do our best to provide quality service and food to all our customers. With regard to the customer's complaint, we disagree with the accusation that we are misleading our customers. The basis for the customer's complaint is that the sandwich did not come with fries; however, there is nothing in the item's description online that indicates fries are included with the sandwich for takeout. Additionally, the customer ordered delivery service, which is provided by Doordash (also GrubHub). This option does result in a more expensive item than dine-in due to the fees that are charged by ********, both to the business and to the customer, for the convenience of having food delivered. The customer, however, would have been well aware of the total bill prior to placing the order, and still continued to complete the purchase in this case.
  

  Ultimately the customer was upset they did not get fries with their sandwich, and somehow had the expectation that there would be fries included. That was the main argument when the customer called us initially. We did explain that fries are not included, and we even attempted to provide fries to the customer as a way to resolve the issue at the time, but this option was refused and the customer was insistent that we somehow did this on purpose. We have looked all over our web site and takeout order menu and have not found specifically where the customer came up with this expectation. We did find a copy of our dine-in menu online, which does include fries with our sandwiches. So we've updated the online menu to indicate that pricing and food options are for dine-in only, in hopes to avoid something like this in the future if that is where this customer developed the expectation of fries with their sandwich.

  We're sorry the customer's expectations of getting fries with their sandwich were not met. But we did not set this expectation, nor did we deliberately mislead the customer. We have many customers that happily place delivery orders with us, and generally the feedback is positive. We hope this customer finds another establishment where they can be happy.
  

  Customer Answer

  Date: 04/26/2024

  It's positive that the business chose honesty over deception in this instance, though I do have concerns that they may continue such practices in the future, especially since there still isn't clear disclosure on their takeout menu. While they did offer fries this was "if I could pick them up", I wouldn't have opted for pickup if that were feasible. My frustration seems more directed towards the deception and the owner's reaction rather than the fries themselves. I will give them the benefit of the doubt and say it appears they misinterpreted the menu layout, which led to charging the same without providing the expected side dish, ultimately resulting in less value for the customer. I under ********'s surcharges and is originally noted, but the issue here lies in the discrepancy between what was advertised online, that l the take out menu, the prices, and what was delivered. Other establishments that make it unclear that fries accompany their sandwiches but will still deliver then knowing it's expected, and it's important for consistency in customer expectations. I'm hoping for enforcement in their alleged promise of actually giving their customers what they think they're getting since like I mentioned earlier the l their "take out menu" hasn't changed.