ComplaintsforDanny Boy's Italian Eatery

• Initial Complaint

  12/16/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This business had a hostess who went to school with my child … my child went to restroom came back and this “manager”came from behind the bar stating “ it’s my understanding a few of you go to school with my hostess her feelings are hurt … and Accused my child of taking pictures of her even though that didn’t happen either anyhow she threatened to kick us out! She did this all while yelling in front of all customers! In meantime my daughter followed my sister out to her cat to gather belongings and when she came back in my daughter told her sorry due to her feeling that way. Next thing you know we have that lady back screaming even louder. This employee told her my daughter called her a ***** then changed to a snitch!! None of which happened ! She also states she believes her employee over us ….This girl went and hid in back as we asked to talk to whoever in charge. Which said he was busy and sent another “manager “ out. We stated the issue and she acted like she cared to pacify us !!! The whole point is that manager behind the bar was unprofessional screaming and talking to us this way! Our waitress was amazing kept apologizing because she knew nothing was said! Which is sad! All the kitchen staff stopped what they were to come watch the show! Customer is not always right but today we were having my birthday dinner as we do every birthday in our family there and this happened! So unprofessional of them to allow a manager to go off on us the way she did!

  Business response

  01/13/2023

  [BBB Transcription via Email]

  
  ****** ******* <************************>
  10:41 AM (0 minutes ago)
  to me
  
  To Whom It May Concern: 
  
   
  
  This is an unfortunate situation to say the least, and is representative of the antithesis of how we strive to perpetuate the establishment-customer relationship.  
  
   
  
  Without satisfied customers, we would not have an enterprise.  It should go without saying that they are the foundation of everything we do as a business.  
  
   
  
  In this particular situation, it seems there are varying accounts of what actually happened, and there is almost certainly no means to get the bottom of it.  Quite honestly, it is irrelevant who is at fault so to speak. 
  
   
  
  At the end of the day, our primary focus and mission at Danny Boy’s is to ensure that our guests have the best possible experience we can deliver.  In this situation, we missed our mark.  This being said, we do draw a firm line in the proverbial sand, and do not tolerate abusive behavior of any kind.  
  
   
  
  Unfortunately, only those directly involved in the exchange(s) truly know what transpired.  We regret that the solution was not amicable, that the customer felt attacked and that we were not able to see eye to eye. 
  
   
  
  It seems that we could have handled this situation differently, but at its core, we feel our managers were justified in addressing the situation according to our hostesses’ claims and our managers’ perceptions.  Certainly, no one deserves to be treated disparately in any facet of life, let alone at work.  
  
   
  
  While we, as a company, share a different perspective of how the situation occurred than that of the guest, we desperately wish the outcome were much, much different.  The very last thing we aspire to do is upset our clientele.  While we disagree with the guests’ account of the happenings, we have definitely used it to further educate and coach our staff and managers alike on how to approach a situation such as this.  We have collectively established a protocol that will hopefully bridge the gap in perceptions as well as mitigate the volatility that exists.
  
  
  Thank you very much for your time and consideration, it’s appreciated! 

  Customer response

  01/14/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Said owner wasn’t there to even know what happened! And to SCREAM IN FRONT OF EVERYONE… is Unnacceptable no matter who is at fault!  The staff was very rude! The women there were very quick to join in screaming (girl with fake eyelashes) Not one of the employees heard anything as well hostess was alone at stand … and ran to run mouth ! Even my waitress (pregnant girl) was shocked!  With that being said … it is what it is! You as owner or manager need to do better! And as for your reply … professionally rude! My daughter personally was not the one who did anything besides apologizing for other girls behavior to which your hostess ran again told a LIE that she called her names! You couldn’t even have whoever was in charge come talk instead sent another manager … because they were too busy.  So busy the issue couldn’t be addressed then. Like I said it is what is DO BETTER 
  
  Sincerely,
  
  ****** *******

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