ComplaintsforEat'n Park Hospitality Group Inc

• Initial Complaint

  09/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  It has been recurring for the last month, It was at eatnpark penn hills pa I was purchasing a container of cookies and there was no price on them so I said hey they must be free I am sure a lot of people have said that and the woman waiting said they are not free and the manager said 7.50 cents and kept staring at me, I wait in the outside are because I have access and know every time I am there he is always staring at me in the front area and checking the cookies so I called the main office and now I am barred and wasn't given a chance to defend myself and I believe it was harassment and they do not care at all, What am I suppose to do.

  Business response

  09/18/2024

  We received the initial complaint from the guest back in July and investigated accordingly. Following our investigation, we have found no evidence to substantiate the claims being made. The guest has continued to contact us regarding this experience and made additional claims that were similar in nature. Those claims have also been investigated, and no supporting evidence was found. This guest has been asked not to return to the restaurant for ongoing disruptions to the business, and comments and messages that have gotten increasingly more hostile and threatening in tone.

  Customer response

  09/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I read the letter you sent about this situation; The manager followed me into the restroom after the episode at the counter and every time I would be there, he would always be peeping at me I could see this at least for a month and yes I would call and leave messages and nobody returned my calls except one time and she made light of it am I not allowed to get mad, I got tired of nobody calling me back so I said in a message is do you work there and I am not leaving anymore messages or are you home. I was trying to get something done about this and it was swept under the rug. Who was I suppose to call about this every time this occurred , The police I was just trying to call again about this still happening and now I am barred from this place for no good reason. I did nothing to nobody except to call and complain and got nowhere.

  
  Regards,
  
  ***** ******

• Initial Complaint

  05/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  ***** * ****** May 21st, 2024, 0913pm. Delivery address and instructions clearly provided. Order was NOT delivered. Dasher was rude and unprofessional. Attempted communion for reasonable resolution ignored.

  Business response

  06/07/2024

  We do apologize for the disappointment that was expeirenced. From what our records show, this order was delivered by our third-party delivery service, to the address that was submitted online. It is believed that the delivery driver did not follow the special delivery instructions, although no special delivery instructions appear to have been submitted with this online order. Eat’n Park and our delivery service provider do not have the ability to alter, add, or remove details or instructions for online orders. The customer is responsible for submitting and confirming that the address and any special instructions included with the order are correct. Due to this, there is no way for us to even know if the details listed are incorrect or missing, as we only receive the details submitted by the customer. Additionally, according to previous communication, it was shared that the delivery driver for this order has contacted the customer in some capacity when attempting to deliver this order. 

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was at Eat n Park on New Castle Road in Butler PA on Sunday, March 3rd, 2024. The service was awful. Our waitress brought a hot pot of coffee out for another table, and set it on our table and LEFT IT THERE.!!!! I had 3 children with me! We were a party of 8. I had asked 2 times to speak to the manager and both times the response I got by 2 different people was “she’s busy making food so she can’t talk now”. Absolutely unacceptable. We waited a long time for drink refills (water mainly). It took over 20 minutes to receive my grilled stickies a la mode desert then it ended up having to be boxed up to go. She never even asked us if we needed or wanted anything else before giving us the bill. She didn’t take longer than 1 minute to talk. She’d ask a question as she was walking by and just continued to walk by. The Sunday brunch bar wasn’t being replenished. My mom had to ask someone else to help refill it. Very highly disappointed.

  Business response

  03/11/2024

  A representative from our company has reached out to this guest directly to rectify this issue. 

• Initial Complaint

  07/31/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On July 21, 2023 placed an online pickup order and did not receive my husband's whale of cod fish sandwich. The pickup time on our receipt is 7:55pm therefore it was too late to go back bc we don't live super close. When we called the restaurant I spoke with Kevin, he said he'd drop a $15 gift card in the mail the next morning. It's 10 days later still no reimbursement for the missing Whale of a Cod fish sandwich. I followed up July 30th was told they couldn't find the gift card in the system and someone would call me back shortly no one did so I followed up again today July 31 at approximately 5:00pm. Supposedly I spoke with the mgr on duty who was rude and unprofessional. I said I hope I don't have to call the BBB bc this is a lot of extra hoopla for a fish sandwich that we HONESTLY never received. The ignorant girl mgr said you threaten me I'm hanging up and she did so here I am trying to get refunded for a fish sandwich from 10 days ago. I wasn't rude, I don't need to rip anyone off, take advantage of anyone bc I stand on my own two feet but apparently Eat'n Park wants to cheat me as if they don't already receive corporate tax subsidies. Anyhow I just want what I'm owed $15 for a missing fish sandwich but now 10 days later and hung up on my time is valuable too and chasing down $15 went from a mole hill to an unnecessary mountain. I swear young people love to create drama. Give me my money and respect people, treat people with kindness and raise your standards Banksville Eat'n Park.

  Business response

  08/04/2023

  We have followed up directly with this guest, as well as addressed and resolved the reported issues.

  Customer response

  08/04/2023

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

• Initial Complaint

  09/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went into to get lunch and eat -n- park over charged i get charged the same amount three times. I contacted my bank and they said that because it was a debt card transaction that it would definitely go thru. My bank told me to contact the vendor and have the charges reserved. I contacted the manager and she that there was nothing I Gould due because of the pending. So now im out the money until the charges get disputed because the bank woulnt put the money back in and eat n park acts like it my problem to fix. Why must i go thru all the hassle. Eat n park made no effort to fix a problem that there credit system caused in my bank situation.

  Business response

  09/30/2022

  
  We are so sorry to hear that your account was charged multiple times following your visit to your local Eat’n Park restaurant! This was an issue with the credit card processing company and not specific to Eat’n Park. We have actively resolved this issue with the credit card processor to correct the issue and have worked through reversing any duplicate and/or pending credit card authorizations. These pending authorizations have not settled and will be reversed from your account soon if they have not already. If you are still seeing charges, please reach out to accounting at our corporate office at ###-###-#### so they can resolve this issue for you in a timely manner.
  
  Please reach out to us with any additional questions regarding this.
  
  Best,

  Allison

• Initial Complaint

  08/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order for delivery on 7/11/22 at approximately 6:50pm. I ordered 2 salads and 2 grilled cheese sandwiches . Upon arrival, I immediately noticed things in the salads my wife and I are allergic to . I immediately called the restaurant and spoke with a female who stated I would be getting a Partial refund. She explained that the store manager would be in the next morning to process the inquiry. I was happy with the resolution and waited a few days for the refund . I noticed there was not refund applied after waiting more than 7 days. I called the restaurant and the store manager picked up. He was very non-chalant and didn’t seem to care about the issue much. He stated that they don’t give partial refunds and that I would have to go through DoorDash. That was confusing to me because DoorDash is a third party delivery service, they did their job! It was this restaurant that got it wrong. DoorDash referred me back to the restaurant and at this point in disappointment in the customer service from Hello Bistro . I would like a FULL refund for this and in return, I won’t come back .

  Business response

  09/01/2022

  Thank you, Tyi, for bringing this matter to our attention. We are disappointed to hear that this issue was not resolved on-site during your visit and want to assure you that our team has taken the time to follow up with our team members at the Hello Bistro Beachwood, OH location.

   

  Additionally, the platform that we use for online orders cannot process partial refunds and our team tends to send gift cards as a form of compensation for situations of this nature; however, our team has decided to process a full refund for the order as a result of the inconvenience you experienced by receiving a salad with items that were not ordered. This refund will process within the next few business days. Feel free to reach out to our corporate office with any additional questions or concerns. We can be reached at ###-###-####.

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