Home › Forums › West Seattle Rants & Raves › RANT: CAFE REVO Unresponsive
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March 17, 2010 at 4:14 pm #594209
WSMemberI am completely fed up with Café Revo. My husband and I ate there last Wednesday. We used a restaurant.com GC. On Saturday as I was updating our checking account I discover that they overcharged our account. It was only two dollars but after we had pretty dismal service from our waitress (and no we said nothing that night. We did get great attention from a waiter who was not even our waiter so we did speak to the manager about him, choosing to applaud the good instead of focusing on the bad, though based on what we said it should have been obvious that our service from our waitress was lacking).
I call Café Revo Saturday. Speak to the manager who said he could do nothing but the owner could and would have her call me when she got in around 3pm. I left my Cell #. No return call. On Sunday morning I contact them via email, pointing out that I had called on Saturday and had not received the return call I was told to expect. No response.
On Monday evening I call again (not sure who I spoke to, but whoever it was spoke to a female in the restaurant to ask about what to do). I told them the history and they kept trying to make excuses as to why we had not been contacted. No apology for the overcharge or lack of response at all. I only wanted to be contacted when they said they would. I reiterated that we were overcharged. They said the bookkeeper would have to talk to me and they would be in the morning. I said I needed a call by noon on Tuesday. Here it is Wednesday and no response to either of my two phone calls or to my email. I have now gone directly to the bank to dispute the charge. We will never go back there (there are far too many other places to eat. That actually care about their customers.) If Revo fights this overcharge with the bank we will also be reporting them to the BBB.
March 17, 2010 at 7:29 pm #690430
cjboffoliParticipantWS: Multiple phone calls, this rant and a threatened BBB complaint over $2? Really?
March 17, 2010 at 7:34 pm #690431
villagegreenMemberserenity now.
March 17, 2010 at 7:43 pm #690432
WSMemberIts not the money, its the lack of response and to be honest they never cared to ask how much it was.
March 17, 2010 at 8:07 pm #690433
cjboffoliParticipantWell yeah, I can totally understand why you’re disappointed that they’ve not been on top of responding. I hear you on that WS. But it just seems like, in terms of the value of your own time, you’ve already put more time into this than it is worth.
March 17, 2010 at 8:33 pm #690434
AimParticipantIs it an *actual* charge yet? Restaurants commonly put through a pre-authorization of your bill + a designated average tip %. When the transaction moves from pending to an actual transaction (taking anywhere from 3-5 days, oftentimes) the amount will be corrected to what you actually signed for. Is it at all possible that this is the situation?
March 17, 2010 at 8:39 pm #690435
luckymom30ParticipantThis is really sad to hear, we have always gotten first class customer service at Cafe Revo.
March 17, 2010 at 8:42 pm #690436
JoBParticipantAim..
a week later? not likely.
cj.. just how much discrepancy between actual charges and billing do you think is acceptable…
I am thinking accuracy is the bottom line here.
March 17, 2010 at 8:50 pm #690437
AimParticipantoh, I mis-read and thought they’d been there on the weekend. However, if it’s Wells Fargo, it’s plausible. I’ve had things sit in pending status for a week or more.
March 17, 2010 at 8:51 pm #690438
angelescrestParticipantToo much negative energy here. The question is what do you do with a small overcharge? I know it happens routinely–but how to recoup the funds?
I have never had trouble if I use a kind voice, polite manner, etc.
The tone in the rant seems scarily vindictive at this point.
March 17, 2010 at 9:12 pm #690439
WSMemberNot vindictive at all. We were very pleasant on Wednesday when we choose to compliment the good service we received from a person who was not our waiter instead of the poor service we received from our waitress. I was extremely pleasant on the phone Saturday. I know errors occur, that is one of the reasons we update our checkbook with copies of our reciepts and those the bank has posted. I have been doublecharged in the past and have never had an issue getting the business to correct the error. My email was short and simple, indicating that I had called on Saturday, that I was told we would receive a call on Saturday afternoon. I then asked that I be contacted on my cell. No anger there.
Monday I was beginning to get frustrated. At this point I was being told we will contact you yet again. Its hard to believe when they have failed already multiple times. I did ask to be contacted by noon Tuesday based on them indicating that the bookkeeper would be there Tuesday morning. Its Wednesday afternoon. Still no response.
No matter the industry, I would never expect to deal with a customer issue by ignoring it, no matter how small.
March 17, 2010 at 9:25 pm #690440
JoBParticipantangelcrest,
if a company responds to your inquiry.. as it appears has always happened for you… they pretty much avoid all of that negative energy.
i am not sure how many times you would call and leave a message without becoming frustrated.. but in my humble opinion three contacts without a single response for an overcharge merits a complaint.
even if the overchanrge is only for $2.
Your assumption that the OP is somehow at fault for the cafe not responding..
and subsequent characterization of their frustration as vindictive…
is in itself somewhat vindictive..
scarily vindictive
March 17, 2010 at 11:06 pm #690441
angelescrestParticipantWell, I always think of extenuating circumstances, and in a perfect world the overcharge would have been attended to immediately. The condemnation of the restaurant (and I’ve not eaten there) seemed harsh to me, particularly knowing the history of the owners (sorry). I am sure the OP is frustrated, and I’m sure that the rant has now gotten the attention of the correct people.
March 17, 2010 at 11:28 pm #690442
DBurnsParticipantAs pointed out already, I think the issue here really is about both accuracy and attention.
As a consumer I totally get it. I balance“>balance“>balance”>balance“>balance my checkbook to the penny and even $2 can be an annoyance. And, especially if I were unhappy with my guest experience, I want my $2! And it is also about the time, as someone pointed out, now the OP has spent way more time on this than $2.
Here’s the hard part for me. As a business owner and restaurant industry veteran, I also get the delay in response. It may sound like an excuse, but if it is up to this owner to personally respond, it could possibly fall somewhere on a very long list. PLEASE DON’T TAKE THIS AS CUSTOMERS ARE NOT IMPORTANT!! That’s NOT what I’m implying. First of all, in a large scale restaurant such as this, it may very well have been Monday that this message even reached her. I don’t even know this management team but I do know that in these times whether business is good or bad, they are working VERY HARD. Again, I’m not trying to make excuses AT ALL, but just putting it out there that when you are working in this industry, long days and nights, possibly dealing with equipment failure, vendor issues, constant labor issues, and isn’t she also a mom? time is a little different. I just hope that people would understand that sometimes a week is like 48 hours, honestly, it may be bad practice and it’s actually good to point it out to them, but be forgiving to this local restaurant in these economic times – it can be resolved. And besides, if you do file a chargeback with the bank it will cost the restaurant up to $30 just to have the merchant services deal with it so…they will have to absorb that cost as well as losing a great customer!
March 18, 2010 at 1:02 am #690443
BabaMemberHello everybody! I couldn’t resist. For how long ( months, years…) any business can be given a break in customer satisfaction or poor quality production based on the ” PITY FACTOR”. I do know that one of the owners of Cafe Revo did pass away in september. Thank you.
March 18, 2010 at 1:28 am #690444
JiggersMemberI’m just wondering how they are still open and continuing with the owner passing away last year. It sounds like they are on their way out of business. I can’t comment on them since I haven’t eaten there. It wouldn’t surprise me if they close down by year’s end.
March 18, 2010 at 2:31 am #690445
BabaMemberJiggers
Thank you for not naming me a Troll. LOL!!!
Meanwhile my timeframe pityfactor question still stands… any answers???
March 18, 2010 at 2:39 am #690446
JoBParticipantbaba..
somehow this place got a pass from day one.. i am not sure why… so it may never go away.
it seems you either love the place or weren’t impressed enough to go back.
i went back twice.. once on their dime.. and a second on my own… and am done… unless someone who loves the place insists on meeting there…
its not as though the food is terrible… it just doesn’t measure up enough for me to want to go back.
March 18, 2010 at 2:49 am #690447
BabaMemberJob
Thank you for reply, I’ve noticed you are a very respected poSter on WS, but my question still stands: For how long will you support ANY business just out of pity? Thank you!
March 18, 2010 at 2:53 am #690448
JanSParticipantI think that your question is sort of out of line, Baba. I don’t support any business out of pity, and I doubt that others do, also. Either you like it or not. There are some things I like about it, some things I don’t. But pity? Seriously? Yes, Sean died last year. Are you suggesting that Sofia can’t run a business without him? I don’t get the question…seems kind of rude considering. But then, that’s just my opinion. If you don’t like the place, just don’t go. Period.
Would you ask the same question of people who go to Phoenecia? If not, why not? Or any other business that has lost someone in the last year or two, or ever for that matter?
March 18, 2010 at 3:20 am #690449
BabaMemberThank you JanS, you are a very respected WS poster as well. I’m not suggesting anything…And calling me rude is just kind of rude considering…Kidding aside
There is nothing personal about Cafe Revo in my question at all. All I want to know, for how long this phenomenom as pity factor can exist after something horrible happens to business. The reason I chose the Cafe REVO thread is that, it seems to me that, from septemer 09 the place is running on PITY.
March 18, 2010 at 3:31 am #690450
cjboffoliParticipantJiggers: On what basis would you make a statement like that? It is a family that owns Café Revò and that family has continued the business after the death of Sean Goff. I was in there recently and the place was packed. So your opinions seem nothing but speculation.
March 18, 2010 at 4:17 am #690451
BabaMemberChristopher Boffoli,
I love your work , but where can I find a note that you are a “family representative” to make this statement? Yes, you are a good man,( I suppose:) and your position is pity driven, but for how long, may I ask, ANY business can be driven by PITY???
March 18, 2010 at 4:32 am #690452
MrJTMemberBaba – Whats your point ?
March 18, 2010 at 4:33 am #690453
FullTiltParticipantThis is clearly a troll. If not, some one has to say it: Baba, that is one of the most douche bag questions I have ever seen on this blog.
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