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:03/25/2024

  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.

  March 24, 2024 at approximately 4:35 pm 12 members from St. ********************* entered the establishment and we all paid individually in the amount of $65.98 x 12 for a total of $791.76. We waited until our group number was called and then proceeded to the show room, where a ticket was given for the entire party of 12. After about 35 minutes the young employee who we paid came only to our table and asked if everyone had paid. We all stated yes, then in front of everyone he asked if we would all pull out our receipts to show that we all paid. He waited until we all showed our receipts. We were throughly embarrassed and we felt humiliated in front of everyone. I asked to speak with the manager ***** who came to the table and explained the employee was young and she told him to figure it out, but didn't give direction on how to figure it out. She stated this was a busy Sunday and they had a lot of people. Yet the only error for non-payment was with our ************************************* Needless to say this ruined the show, meal, and atmosphere for our entire party. No one should be subject to this level of unprofessionalism. As the show came to an end *** came over and at least offered and apology, but that was it. It is not okay to let this pass we are in the year of 2024 and racism still exist, but it is time to stand up and call out all behaviors of any business that is unacceptable.

  Business Response

  Date: 04/09/2024

  
  April 9,2024
  *************************
  *****************************************
  
  RE:
  *****************************
  *************************************************************************
  Daytime Phone: ************
  E-mail: ******************
  
  
  ID #: ********
  Dear *****************:
  
  We are in receipt of the BBB complaint dated 3.24.2024 ID #********.  If you will allow us, we would like to explain to you what the guests experiences and how our system works:  **************** was the originator of a reservation for 12 guests all we require for a reservation is a name, a phone number, a deposit for parties of 5 or more and their menus which was all the information we had on this party.  When **************** was making the reservation we explained that each guest was allowed to pay how they wished however, if they paid individually that it would take time and cause a line to form at the cashier stand as we were not an automated system.  We suggested that she group guests together for check in as it would make it easier on the group as well as the cashier.
  
  Upon arrival, one of the guests from the group came into the lobby in a flurry because she said she needed parking instructions for their *** (we have a huge plaza parking lot directly in front of our door, with some valet parking areas as well as a 7 story garage). The cashier very kindly came to the door and said the guests were allowed to park anywhere in the parking lot for free, in the garage on floors 4-7 for free or valet for a small fee.  I mention this because during this time, the cashier bantered with some of the ladies and had them laughing.
  
  As stated by ******************, this evening was unexpectedly busy for a Sunday evening.  When it was their turn to check in, many of the women had cash in hand, the cashier suggested that they combine their cash into one payment and then they would process those that needed to pay with a credit card separately. The guests did not want to do this, so he said no problem and began ringing them up individually and giving each a receipt (which he offered and they accepted).  As stated above, the cashier system in not a POS system, it is antiquated and does not keep track of each sale.  Our system only relies on the cashier to keep good notes.  They were all processed without further ado and were escorted to the dining room as per our normal operating procedures.
  
  The guests were seated to tables 5 and 6 and were served drinks and ate their salad.  After the show begins, the cashier begins closing out their register in the lobby.  Due to this being a busy night and a relatively new cashier, they were having trouble verifying how many of the 12  guests had paid cash and how many had used a credit card (as the credit card receipts do not indicate a party name unless the cashier writes on them).  On this particular night, we had two other large parties who check in and paid with a single payment so they were easy to identify and the remaining guests were parties of 2-4.  The cashier consulted with *****, the manager to see how to fix the problem they were having.  Then the cashier remembered that each of the 12 guests had received a receipt so they thought it would be easiest if they just checked each of the receipts.  The cashier then went to the dining room at the dinner service so as not to disturb their show and asked if he could see each of the receipts. We were told by the server, of those tables, that they heard the whole conversation and that the cashier was very polite and was not loud about it.  The guests offered their receipts and the cashier was able to verify the paperwork (see attached note).
  
  Myself and ***** were both working on this particular night.  The server approached ***** first and said that one of the ladies at table number 6 was requesting a manager and she was very upset.  This was not **************** the originator of the reservation, who none of us knew by sight as we had never met her.  ***** went to the table and spoke with the lady, who we now believe was ******************. ***** apologized profusely that they felt embarrassed.  The guest was not accepting the apology or explanation and was clearly trying to make it be about their group being an African American party, which was not the case.  One of the ladies asked if this could be a teaching moment with the young cashier and ***** said it was definitely an opportunity for a teaching moment.  Again, ***** apologized and tried to explain what she understood happened but to no avail. During another part of the evening, I went over to the one lady who was most upset to see if I could offer more insight but was told that she (*****)would not admit it and that she, the guest, would be writing a letter.
  
  Admittedly,this was not an example of great cashiering skills and was not what we wish for our guests to experience. However, it did not affect the product the guests received as far as the show, the food nor the service they received.  It was simply an accidental mistake that the cashier was trying to resolve. More importantly, it had absolutely nothing to do with the guests being African American.
  
  When they departed, they choose not to tip their server as we can only assume as punishmentfor the cashier having asked to see their receipts.  Upon their departure, one of the ladies left the attached comment card, which rated the experience above average and exceptional. The next day, one of the ladies called and asked if she alone could send a tip for the server and ***** because upon further introspection she realized that it was not a reflection on them. 
  
  We have been a dinner and show in ******* for 30+ years and are well respected as an excellent comedy mystery with friendly competent management and wait staff, that truly want guests to have a great experience. We provide lots of good laughs and a fun atmosphere.  We believe that these guests were owed the apology.  We believe that it was a learning ****** for the cashier.  We do not believe it warrants a refund as the guests received the full experience and as you can see by the comment card had a great time. 
  
  Please feel free to contact us with the final outcome or to discuss this situation again.  Once again, thank you for allowing us the opportunity to provide our side of the situation!
  
  Sincerely,
  
  *****************,Manager
  Sleuths Mystery Dinner Shows
  ***********************************************************************; *****