Ninety Nine Restaurants Customer Service Issues

I have tried calling your [redacted] number multiple times to address an ongoing issue at your Fall River, MA restaurant that happened yesterday around 12:30 pm. The bar was empty, and when I politely asked the manager to change one of the TVs to CNN, he abruptly refused citing corporate policy. Despite explaining that I was informed by corporate about the policy of having CNN on during certain hours, the manager interrogated me aggressively. This led to me leaving upset and going to a competitor in Taunton, MA, where the channel was changed promptly. The negative experiences at the Fall River branch, including a past incident involving a bartender named Amy, show a need for better adherence to policies. Please investigate and provide me with the policy details via email. Thank you. Jim

I visited the Garnder Mass 99 restaurant last Saturday night (Oct 23) with two friends expected to join me. Upon arrival, I was seated before them in a small booth with loud music. I requested to move to another seat. While waiting, a different waitress approached, accusing me of wanting to move due to a person with Down syndrome behind me. I actually had not noticed and was concerned about space and the music. She was aggressive, making offensive remarks. I asked for the manager, who showed little concern, did not apologize, and was reluctant to share names. I wish to contact the restaurant's overseeing manager and hear from corporate.

I visited the Merrill Rd. location in Pittsfield on Friday, 11-5-[redacted], around 5 p.m. Upon arrival, we were promptly seated, provided with menus, and served drinks by the waiter, Darren. After ordering and waiting for approximately two hours until 7 p.m., we encountered a distressing situation as one of our party members, who is a diabetic, urgently needed to eat. Despite the waiter informing us that our order had been taken, it was revealed that our order had not even been processed by the kitchen staff when we approached the manager. This negligence was upsetting, especially given the circumstances. Two other tables overheard the exchange and can attest to the situation. Unfortunately, we had no choice but to leave without having our meal, with no offer of compensation provided. The treatment we received was particularly disheartening considering the fact that I work with [redacted] veterans in Berkshire County.

On November 27th, I attempted to contact the corporate office regarding General Manager Kevin B. Delaney, but unfortunately, did not receive a response. I then reached out to the gift card helpline and had the pleasure of speaking with a helpful person named Shaine. She collected my details and assured me that I would hear back within 48 hours. Subsequently, I received an email from Betty Novesteras indicating my concern had been forwarded to the appropriate department. The ticket number for reference is [redacted]. I am eager for a resolution and hoping for a prompt follow-up. Despite providing my phone number, I have yet to receive any communication. I appreciate any assistance with this matter.

I ordered a grilled cheese kids meal to go, but when I got home, I realized they made it with the end slice of the bread. I've been a loyal customer of the Stratford 99 since it opened, but I'm disappointed by the decline in quality. The staff used to feel like family, and the food was great value for money. Now, nobody seems familiar, and customer service has taken a hit. I'm really let down and unsure if I'll be coming back.