ComplaintsforLuciano's Italian Brick Oven

• Initial Complaint

  05/19/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  A serious safety issue occurred here. I was visiting the establishment for dinner. I was minding my own business when the bartender seemed to indicate another patron wanted to threaten me. I was asked to leave. I have no idea why and the establishment seemed more concerned about the obvious very disturbed individual over myself

  Business response

  05/29/2023

  I spoke to the bartender on duty on May 19th, 2023.  He remembered this incident clearly and had already alerted the bar manager as to what had occurred.  However, there are some discrepancies in the complaint that we want to correct.

  The complainant, we will identify him as "T", was sitting to the left hand side of another bar patron; "R".  The bartender's back was to both of the patrons when he heard "R" say "Dude you need to get your phone out of my face!"  The bartender then turned around to see what the issue was about.  "T", sitting to the left of "R", had his phone in his right hand, elbow on the bar, and was holding it up with his phone's camera facing right towards "R".  The bartender asked what the issue was and "R" stated his discomfort with a phone's camera being pointed in his direction.  The bartender explained to "R" that he did not think that there was cause for alarm or concern as the phone had a cover on the front and did not appear to be in use; however the bartender did ask "T" if he would move his phone to his left side and possibly place it camera side down.  At that time, "T" responded "Are you talking to me?"  The bartender explained "R's" concern, and from the bartender's account to the bar manager prior to this complaint, and again recounted to me, he actually sided with "T" and told "R" that he was most likely being paranoid.  At that time "T" said "I think I will just take my check."  "T" was not asked to leave by anyone at the bar.  Again, we want to make the point that at no time did "R" or the bartender ask "T" to leave.  The only thing he was asked was to reposition his phone.  "T" paid his check, included his usual gratuity, and departed the establishment.

  Attached is a copy of the guest receipt showing gratuity.  We have also reviewed the video footage of that night and can provide to affirm the bartender's accounting of this situation.

  Customer response

  06/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  *** ****** ** ** ******** **** ****** ** * ****** ** ***** **** ** **** **** **** ** *** ********

  this business over reacted. They supported a claim without any supporting evidence. They have lost a customer who has done business with them for decades. I hope this counts against their record, but I will never return.
  
  Regards,
  
  ****** ******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩