Benihana Customer Service,**I am writing to lodge a complaint against your Dulles Town...

GetHuman-tvcp's customer service issue with Benihana, Inc. from August 2018

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Benihana Customer Service,**I am writing to lodge a complaint against your Dulles Town Circle manager, Ron. I was a guest at Benihana on Thursday, August **, ****. I must say, I have never been treated so very rudely in my entire life. To have the General Manager, Ron, who should be well versed in customer service, tell me he was too busy doing inventory to make us aware we ordered something which was not in stock or is being unloaded thus we would experience a major delay and to later accuse members of the party of being liars - it was simply unbelievable. Frankly, the renovation at that location was a failure - while the physical appearance of the restaurant is greatly enhanced, the most important component of the business, great customer service, was completed missed and is sorely lacking. In fact, nothing about the visit inspired my willingness to return and I will actively encourage others to go elsewhere. The details regarding my horrible experience are detailed below. **I was one of a party of eight out celebrating several events. Our problems began after we were seated, received our drinks then no further service. Glancing around the restaurant we realized three other tables were seated and had chefs preparing their food while we sat and waited. Two of my fellow diners approached the manager to complain - noting the very long wait time, the arrival and service of three other tables, all as large as ours, and that we were the sole table of Black Americans in the restaurant. The manager came over to our table to explain, we order “specialty items” (we ordered chicken, steak, and shrimp) which were not available (he went on to clarify * of * people had steak which created a problem) when we ordered them thus the delay in our service. He went on to explain he was required to stay outside of the building counting product from a delivery truck or the restaurant could be cheated on inventory thus he was unable to explain the delay. When I asked why a different member of the staff could not provide the explanation he explained the staff was untrained in that skill. It was solely his responsibility thus we were left to wonder. He went on to say he was now our server and would ensure we received excellent service - he never returned to the table until I requested his presence - after the meal was complete.**I was upset when my son reported his clothing and shoes were splashed with grease from the grill. When we reported this to the manager, he offered to have the clothing cleaned when I asked about damage to the shoes, he said send the “dry cleaning bill”. The shoes are leather shoes - not an article of clothing. He then went on to say “the chef said you spilled yum-yum sauce on your pants”. We asked are you accusing us on lying? His response was the chef said you spilled sauce. I told him his rude, unprofessional service ensured we had a horrible experience. He then has the audacity to tell me, “that’s not true”. My family and I were out celebrating and it turned to be anything but an event to celebrate. **When I asked for an address to contact Corporate Customer Service, he gave me a card which I should have closely examined, with the supposed contact information. Upon closer review, the card had information for the Chefs Table and Kabuki Kids. Simply unacceptable - yet another example of the total lack of professionalism from the self proclaimed General Manager of the Dulles Town Circle location. ** My best friend and I are veterans who are frequent customers of Benihana. I can honestly say I am unlikely to return and will definitely not recommend the establishment to others. The lack of professionalism was shocking, especially from member of management. To say, I am disappointed is an understatement. This morning, days after the event, writing and thinking about it still angers and amazes me. I paid over $*** to be disrespected and disappointment! As I shared the event with my colleagues who work in the area, they too are appalled. I am a very dissatisfied Customer. Is this truly how you want your establishment represented?**I would like a sincere apology, my son’s clothing cleaned and his shoes repaired or replaced, and I would like a refund.**Disappointed Customer,*Trina Patterson

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Benihana, Inc.

Customer service issue
Reported by GetHuman-tvcp
Aug 27th, 2018 - 3 years ago
Not resolved
Seen by 5 customers so far
Similar issue to 7 others
0 customers following this


GetHuman-tvcp started working on this issue
Aug 27th, 2018 3:50pm

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