Here is the letter I wrote yesterday to the Wine Loft...I have not heard back from them , but they did removed a charge from my credit card..THE WRONG CHARGE..the cheaper charge. My bill should be $64 and they are charging me $119...I have sent other emails and made several calls and they are not doing a thing. here's the letter:We came to the Wine Loft on Saturday night around 6pm and was seated upstairs, and there were four of us. You were not busy at all and we thought this to be a nice atmosphere when we first got there. I don't remember our servers name, but she was somewhat detached, but we dealt with this. Our friends had a Groupon and we asked from the beginning that even though the Groupon was for only the two of them, that we would split the entire bill in half. During the course of the evening, your place still not that busy, the server was not on top of things as we'd have liked her to be, but we are patient and nice people, so we did deal with this. We ordered the shrimp scampi(and had ordered several other things before that) and we asked her if she'd bring us a plate of bread. We were well finished with our scampi when she came back and said ""I rang in your bread but forgot to bring it"". We said ""we don't need the bread anymore...that's ok"". We all noticed that she was not very engaging...but went on with our evening. When it was time for the bill, we told her again to divide it evenly, which she did not. She came back and ours was like $120 and our friends bill was $42...we told her that this was wrong, and she apologized and came back with two more bills...this time they were both exactly the same amout of $119 each. We were getting a bit agitated at this point, but not rude and told her it was wrong again. I kiddingly, but seriously said ""while we wait, maybe you could bring us a glass of wine on the house""...she ignored that and got the manager to come up. The manager was having a hard time understanding what happened and they blamed it on the computer and us having the Groupon. The manager then went over the itemized bill...line by line and by this time we were in the Loft 20 minutes more than we expected to be. The manager was not concerned about us as customers, but the Loft. I kiddingly, but seriously said again ""it would be nice if we got a glass of wine on the house""....she just said ""I apologize for the trouble"". I think as a customer, and also as a customer service person myself, that at that time I would have seriously tried to make this experience as easy as possible, but again, she was not concerned about our time or our happiness...only the loft. It is not about the ""free glass of wine"" at all...it was about all of the mistakes and being held ""hostage"" there (as my husband referred to it) and them not really caring. I did tell the manager as we walked out that we would not recommend the Wine Loft and we would not be back. She had a surprise look on her face and still did not understand that this was the poorest customer service that we had ever experienced. Now I have looked at my bank account and we have two charges on our account. I need a call back to assure me that we will only being charged once and that the other charge will be removed. I am not happy on this Monday morning that I am still being held hostage by the Wine Loft. Please call me ASAP.
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