The complaint has been investigated and
resolved to the customer's satisfactionResolved Ruby Tuesdays — aswfulk service and over charged
resolved to the customer's satisfaction
We visited the ruby's tuesday's restaurant on military highway in norfolk, virginia on april 10, 2010 between 8:30 and 10:20pm. We regularly visit the ruby tuesdays restaurants on virginia beach blvd and at lynnhaven mall in virginia beach where we have always had excellent service and food. This evening we were in norfolk.
When we arrived the ruby tuesday's restaurant on military highway, the restaurant was fairly empty. We were seated by a hostess. Our waiter, dj, came to and requested our drink order. Once we had received our drinks he wanted our dinner order but we were not ready. The waiter returned again a few minutes later, but we still had not determined what we wanted. He left and did not return for 20 minutes. We watched him talking and laughing with other restaurant workers and visitors that came in and out of the of the restaurant. We watched to see if he had other tables. It did not appear that he did, yet he did not return to our table for 20 minutes. When he did return, he seemed irritated. We ordered our meals. I ordered the ruby mini burgers combo with the salad bar and requested the additional 2 mini burgers. My husband ordered the buffalo minis combo with soup with the additional 2 buffalo minis. Dj stated he had never heard of a four pack order of the ruby minis or the buffalo chicken minis. Dj stated he would have to figure out how to ring them up. As we have frequented ruby tuesdays for many years, and we order these combos often at the ruby tuesday's in virginia beach, we knew these were available.
I went and made my salad at the salad bar. I proceeded to enjoy my salad feeling confident my husband's soup would be out soon. We waited nearly 30 minutes and nothing had come from the kitchen. Our drinks were empty and I had finished my salad. We could see people walking in and out of the restaurant talking to dj and other restaurant workers. Some waitresses were working on their tables, cleaning and serving their customers. However, we did not see a manager. However, we could see into the kitchen through windows on the doors and were kitchen personnel were dancing around. We saw dj several times and tried to get his attention. When dj came back to our table, he ask if there was something we needed. His exact words were somewhere along the line whether there was a problem. We stated that it had been 30 minutes and we were wondering if my husband's soup was ready. Dj said he had just been in the kitchen and nothing was ready. My husband also asked for a refill on our drinks. He came back 10 minutes later with a half-filled bowl of soup and refills for our drinks. The soup had a yellowed film over it and the bowl was quite warm. It had clearly been sitting in the kitchen for a while.
We waited another 20 minutes. It had been 1 hour since we had ordered and nearly 1 1/2 hours since we had entered the restaurant. We were able to get dj's attention again. We asked if our dinner was ready. He again said he had just been in the kitchen and nothing was ready. He seemed irritated. A few minutes later dj bought out our dinners. He told us that my dinner was ready, but that the dinner he was serving to my husband was not his order. Dj stated that the dinner he served to my husband belonged to someone else, but as we kept asking for our food he wanted to get us our dinners. The dinner dj served my husband only had a partial order of sandwiches on it, dj said he was waiting for the other two sandwiches, but it may be a while. My husband and I began to eat our meals. Ten minutes later, dj brought out the two other mini buffalo sandwiches. I requested a reorder of fries and my husband requested a drink refill. Dj did not return with the fries or a drink refill, but he did send another waitress over with our bill. I reviewed the bill and could tell we had been over charged. We were charged the full price for the combo meals and then an additional garden salad and soup order was added to each our meals over charging us by over 8 dollars. I told the waitress that the bill was wrong and that we were being over charged. I pointed out that we purchase these meals at other ruby tuesdays and they never charge us separately for the salad bar and soup. The waitress had a horrible attitude. She leaned on our table, looked at the bill and said, nope, that is correct. Both my husband and I were exhausted and very tired of dealing with very poor attitudes from the wait staff. We paid the bill and left.
The next morning, I called the ruby tuesday's on virginia beach blvd and explained what had happened. I noted that I had receipts from our visits to their ruby tuesdays and the ruby tuesday's at lynnhaven mall and wanted to be certain there was not a pricing difference between ruby tuesday restaurants. After speaking with the manager, it was confirmed that the price we regularly paid at the ruby tuesday's in virginia beach was correct.
I called the ruby tuesday on military highway and spoke with the assistant manager crystal. She took down our comments. Crystal called later and left a message that she had confirmed the price we had paid was incorrect and we had been significantly over charged. She asked that we return her called. I returned her call twice, leaving messages each time. We did not hear back from crystal. After two weeks, I called back and spoke with terry, another manager. Terry stated he had spoken with crystal and was aware of our experience. He said he wanted to hear of our experiences. I relayed the evening we had and he said they would be making changes and would refund the amounts we had been over charged. We have not heard any further from crystal, terry, or anyone else.
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