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| - I would give this establishment a zero rating if Yelp allowed it. Let me now continue with why Real Sports is receiving this scathing review.
I had heard so much about this place and really wanted it to be a great experience. Unfortunately, management really proved me wrong.
Let's begin with transparency. This place was fully aware that our group was attending for a BIRTHDAY. We had booked the Hail Mary challenge for the birthday boy a month in advance. We explained it was for a birthday. Not once during the initial booking was there any mention of a cake cutting fee. When the day of our reservation came, we brought a cake and gave it to our server. At this moment, they did not mention the $3 / person cake cutting fee. When we asked for our cake to be brought out for the birthday boy, again no mention of the ridiculous cake cutting fee.
So imagine our dismay when the bill came at the end of the night and a $72 surprise fee was added.
We brought the charge to the attention of our server who in turn spoke to the manager. They refused to remove the charge. Ultimately, we ended up speaking to the GM who danced in circles about the misleading and hidden cake fee. Rather than look at the facts, the GM tried to derail the focus of the complaint. He focused on how we had brought a bag of marshmallows into the establishment and how he could have kicked us out for this transgression.
We told him that this had nothing to do with the hidden cake cutting fee. We put the marshmallows away once our server mentioned them. We tried to focus back on the hidden cake fee, and again the GM danced around giving us an answer.
In this industry - cake cutting fees are NOT standard. The majority of establishments DO NOT charge to cut a cake. If there is a fee, the onus is on the establishment to notify the party of a fee.
The facts are very clear. There was a birthday event. There was a cake. Real Sports had many opportunities to inform our party of this fee. Real Sports did NOT inform our party that there was a cake cutting fee. Real Sports cut the cake and added a charge that was never agreed upon by our party. It is therefore reasonable that Real Sports should offer a refund for its lack of transparency for this hidden cake fee.
As a paying customer, I feel mislead and cheated by Real Sports. I feel that they intentionally mislead our party in order to sneak in extra hidden fees. Furthermore, the next action by the Real Sports GM was a slap in the face.
As we continued to speak with the GM, he was not forthcoming with an explanation. Frustrated about not getting a clear answer, we asked him to be direct - would he or would he not remove the fee. He told us, "Actually as the GM, I could comp your whole party, but I won't."
Real Sports, is this really how you train your GMs and staff to treat your customers? Your lack of professionalism and appalling ability to handle this simple customer situation is atrocious.
Your GM's words spoke volumes. Yes, he in fact had the authority to turn around the situation. Yes, he could have offered excellent customer service and removed the hidden cake charge. But no, he decided to be a downright asshole and damage the reputation of your company.
What is $72 worth? To your GM apparently it is worth 30+ people never coming back to your bar & grill. To your GM, $72 is worth 30+ people telling everyone they know to never go to Real Sports Bar and Grill again. To your GM, $72 is worth destroying a business.
I would welcome the opportunity to discuss matters further and to learn of how you propose to prevent a similar situation from recurring. Furthermore, I would appreciate it if someone could get in contact with us about refunding the $72 cake fee.
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