| rev:text
| - Update: About a week after posting this, I was refunded the full $60.
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TL;DR I'm owed about $40-45 from Valdez from them overcharging a tab I accidentally kept open one night. The General Manager has continually put off my emails and not returned my calls. It's been two months and this still has not been resolved.
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I've dealt with bad customer service before but this place, by far, trumps it all.
In early May, my friends and I went here for a few drinks. Atmosphere was great and place was bumping. The rooftop patio was killer and the servers were quite nice. The compliments end there.
I ordered what was dubbed their version of a dark n stormy. Perhaps it was a one-off but it tasted nothing like it to me - more like a sour, if anything.
I opened up a tab at the bar thinking I'd get a second drink later on but, after a buddy got us a round of drinks later, we decided to head to a club. In our haste, I forgot to collect my CC and, from there, the issues began.
The next day, I called and was told a manager would be free around 5pm to give me my card. I showed up at 5pm only to wait around for about 15 minutes for another manager to come and tell me that the manager with the key to the safe (in which my credit card was) actually wasn't there and that he'd be in around 6pm. Wish they had let me know sooner that I didn't have to come by 5 but whatever - didn't make a big deal of it.
When I went back later, again, I waited around for a good 15 minutes before a manager came to me with my CC. My card had been charged for my drink and an 18% gratuity. I understand they need to cash out at the end of the night and I screwed up by not closing out so no complaints here. I asked for a receipt just to ensure I wasn't overcharged. The manager told me he didn't have a copy and that he didn't have time to print me one at that time. If there were any issues on my CC statement, he said to call.
A week later, I checked my statement and, surely, there was a discrepancy. I had been charged an amount of $30 twice, totalling $60. And remember, I had just ONE drink.
I called the restaurant and the hostess said the General Manager was unavailable. She said she would get the GM to call me back. I got her name and thanked her.
No call for a week. I called back and got the same hostess. Same thing - she said the GM was unavailable and that she'd get him to call me back.
No call for another few days. I called back - same hostess, same result. I expressed my frustration and that I needed this resolved. This hostess seemed to have no remorse or appreciation for my situation.
No call again. I called back the next day and got another hostess. I explained to her my situation. She sounded much more sympathetic, at least. She tried to get the GM on the phone but he was in a meeting. I expressed the need for him to call me and she assured me that she would do everything she could.
Kudos to this hostess as the GM ended up calling me that day. When I picked up, there was no small talk or apology for the back and forth that had been going on for weeks. He immediately asked for me to email with the CC statement and details of what I bought that night.
As soon as I hung up, I sent an email with details - that was May 28. Two follow up emails from me and another phone call later, he finally responded on June 5 asking for my CC number this time so he could reverse one of the payments. I responded back asking him to clarify what he was charging me.
No answer. I went on vacation and revived the thread on June 22. No answer again. On June 26, I sent a more aggressive email saying I was getting fed up and that I had no intention of recommending his restaurant to my friends. I received an email the very next day with the excuse of it being busy because of the World Cup and that he was charging me $30 for ONE drink. I responded back immediately stating how absurd it was that the one drink was that expensive and for him to give me the exact price of the exact drink I got. It's been another 3 days and I haven't heard anything.
At this point, I'm absolutely flabbergasted at how utterly disrespectful the GM (and the first hostess) have been to me. I realize I made a mistake in leaving my tab open but I can't imagine it's rare. That does not give you the right to ignore me and put off correcting a transactional mistake (with what seems to be the hopes of me just letting this pass).
I normally give places a few visits before I write them off or take to social media to vent but it doesn't matter to me anymore that I'm owed what's likely to be $40-45 or if the value was even $5. Out of principle, I want my money back and I'm telling people about this. The fact that I've been treated like this for nearly two months is indicative of how this establishment views their patrons. I wouldn't wish this frustration on anyone and highly recommend anyone reading this to avoid having to deal with such a nightmare of an ordeal.
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