ComplaintsforLandry's, Inc.(Corporate)

• Initial Complaint

  07/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I dined at Strip House - Downtown Manhattan on May 18 with my partner for our anniversary dinner. The total bill came to $251.22. At the end of the meal, we ordered a slice of cake. My partner cut himself half the slice and put it on his plate, but we ended up talking until the restaurant was nearly closed and the cake was left untouched. The waiter offered to pack the cake to go, but upon getting the box, we realized the waiter did not include the half slice of cake that had been on my partner's plate. We asked for that half slice to be included and the waiter shrugged and walked away. I called the restaurant on May 19 to request a refund on this slice of cake. This was our anniversary dessert and we were not able to enjoy what we paid for given that my partner's half was entirely missing. The manager, Patrick, informed me that refunds would take 3-4 weeks to process through the Landry's corporate office. Four weeks later, I still had not received the discussed refund and reached back out to the restaurant. Patrick said that because we had received half of the cake they would not be providing a refund, even though no one had reached out to tell me this. AGM Jolie ****** claimed she had called and left a voicemail saying they would not provide a refund, though no calls from Strip House appear in my call or voicemail history. GM Courtney ****** said she would call me the next day and never did. When I requested Patrick's full name to report, he laughed and said "declined" and hung up the phone. I have since called Landry's corporate office on June 26, July 2, July 11, July 30. I have never gotten a response and followed up again today. The guest relations department is now telling me that Landry's cannot do anything about this incident, despite that they originally said this incident was unacceptable when I had reported it. I find it fraudulent to take customers' money without providing the purchased item and am again requesting a full refund on this cake.

  Business response

  08/02/2024

  Thank you for forwarding this complaint to our attention.  It is our understanding that Ms. *** requested half the cake to be wrapped To-Go, and the other half was not requested to be wrapped To Go.  The General Manager has spoken with Ms. *** and has offered her to return for a complimentary piece of cake as a gesture of good will.  However, Ms. *** has refused that offer.  We certainly apologize if there was any miscommunication regarding the To-Go items.  However, Ms. ***** request for a full refund of their meal has been denied.  Ms. *** may contact our Corporate Office Customer Service Department at 800-552-6379 for any additional questions.  We hope that Ms. *** will return to our restaurant and give us another opportunity to serve her a great meal. 
  Thank you

  Business response

  08/05/2024

  Strip House does not have any additional comments.  Thank you 

  Customer response

  08/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  Neither Landry's nor Strip House has responded to the complaint besides to say that I am welcome to call Landry's corporate number with additional questions or comments. Every time I've called Landry's corporate number the guest relations agent hangs up the phone immediately and ignores the call. I called Landry's upon receiving their latest response to my complaint from August 2, 2024 and the same thing happened - Landry's corporate ignored the call and has not called back, but has responded through the BBB to say they have "no further comments." Why did Landry's say I should call with additional comments or questions if Landry's is unwilling to take the call or to respond? To be clear, I am requesting a refund on the cake and the tip paid on the cake, not on the entire dinner check. This was the request that was made to Landry's on May 19. For some reason the business has been stating in its correspondence through the BBB that it will not refund the entire dinner check for $251.22. That is the amount that has been input as the amount paid in the BBB correspondence because it makes no sense for Landry's or Steak House to think that a customer is skimping out on paying for a $250+ check over a slice of cake that we never received, and it also makes no sense for Landry's or Steak House to think that it is acceptable to not provide a customer paying a $250+ check with all items ordered in the meal. 

  When you say that you have no further comments, this is directly contradictory to the guest relations line's original response to my complaint, which was that Strip House's communications were "extremely unprofessional, rude and unacceptable." Does the corporate office now condone its subsidiary restaurants hanging up on customers who are paying $250+ for meals, putting such customers on hold for 2+ hour wait times on the phone, and then never calling back even two months after the stated callback timeline? If so, please confirm what has changed since the guest relations department's original response to my complaint. Please also confirm that we should go ahead and proceed with the credit card dispute for the amount of the cake and the tip paid on the cake as discussed with Patrick at Strip House on May 19. 
  
  Regards,
  
  ********* *** ******** ********** ************************

  
  

• Initial Complaint

  04/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We have loved Morton's, part of the Landry family of restaurants, for many years, and it's turned into somewhat of a tradition for us in terms of celebrations. We went to Morton's in Cincinnati on 4/12/2024 for a birthday. Typically, the service is great and so is the food. This visit unfortunately left a bad taste in our mouths. They were out of many items on the menu. Our favorite part, the hot chocolate cake, was overcooked and basically inedible. The highlight of the evening came when my sister realized that the lovely valet attendants decided to park her car in front of a fire hydrant, which resulted in a $250 ticket. If it's not paid within 21 days, it goes up to $500. Of course, Morton's was zero help in resolving this issue and just referred us to the valet company. Yes, I realize it's their employees who did this, but these people are representing your business, and your patrons are placing their trust in them while spending hundreds of dollars on dinner at your establishment. You'd think with the local competition you'd be on top of your game. We won't be back.

  Business response

  04/25/2024

  Thank you for forwarding Ms. ************ complaint to our attention.  We are sorry to hear of Ms. ************ experience at the restaurant.  It is our understanding that the Valet Company paid the ticket and resolved the issue within 5 days.  Divine Parking informed us that the customer was satisfied with their resolution.  If Ms. Cartheuser has any other comments, she may contact us directly at Comments@ldry.com or call our Customer Relations number at 800-552-6379 (Option 9).  Thank you

  Customer response

  04/26/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  03/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My Palmdale Ca Claim Jumper recently closed one day unexpectedly. I have some unused gift certificates that I want to get a refund for. I have spent two days trying to get in touch with someone to make this request. I called the Palmdale restaurant, was told to call number on back of card, have called that number as well as many others, holding on for hour or so, gettting transferred with no resolution. Finally got info for email to Landry who owned Claim Jumper and was told that they are now owned by *** ***** ********** ******  Found one website and left necessary info, and also phone number, but not sure which or if any of these are the correct number. I have no other resources to pursue. Can you please help me resolve this.

  Business response

  03/08/2024

  For a closed location, we offer refunds upon verification of the gift card balance.  Ms. ******** may email giftcards@ldry.com to request the Gift Card Refund Form.  Thank you

   

  Customer response

  03/26/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me.  
  
  RE ********* Sorry did not get back to you with the resolution, received a refund. I have been sick and have not be able to respond sooner. Thank you. 
  
   
  

• Initial Complaint

  12/29/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 9/28/23 at 11:09 am PDT I received an email from Landrys Select Club ***************************** ******* ***** ***** **** and get a $50 Landry’s eGift Card.” On 9/28/23 I purchased the **** **** ********** ******* The email said I would get my gift card in 10 days but I never received it. I emailed Landrys on 11/2/23 and got an email response to call *************** On 11/3/23 I called and left a message. On 11/28/23 I called and left a second message. On 12/8/23 I called and left a third message. I have tried calling numerous other times and have hung up as no one ever answers the phone. The message says I will be called back the following day but it has been almost two months. I have also sent other emails and have not received a response. I have the original email with the offer, screenshots of the purchase and the email from Landrys to call with no other option. Landrys has not fulfilled their part of the arrangement and I am asking for my $50 Landrys’ gift card.

  Business response

  01/05/2024

  Thank you for forwarding Ms. ******** complaint to our attention.  Our records show that the Ms. ****** received and viewed the ***** on 10/18/23.  The customer reached out to our Gift Card Department on 11/28/23, and they left a voicemail on the same day. The customer also emailed our Landry’s Select Club on 11/29/23 and 12/8/23.  Ms. ******** emails were forwarded to the Gift Card team, and we do not show a response was provided to the customer. A Gift Card specialist reached out to Ms. ****** on 1/4/24 and confirmed that the customer was able to see her Gift card in her email. We do not believe further action is required.  We sincerely apologize for Ms. ******** experience with the Gift Card.  We hope that she is able to use the Gift Card in the near future so that we may have another opportunity to serve her.  We appreciate Ms. ****** for choosing our Gift Cards when we know there are so many options available.  If Ms. ****** has any concerns in the future, she may reach our Customer Relations team at 800-552-6379 or email us at Comments@ldry.com.  Thank you

  Customer response

  01/09/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me.  I was sent the gift card I requested.  Thank you for your help.
  
  
  
   
  

• Initial Complaint

  12/05/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We received a gift card from our son last Christmas to Morton's Steak House. (actually I think it may have been February because it was late) I called the number on the back of the card on June 22nd to see the amount on the card and was told the card had already been used. We have the card in our possession and it has never let our home. I was asked to send a **** ** ** ******* ******* and give them any information I had. They said it could take "up to" 10 weeks to resolve the issue. I have called at least 10 times and no one returns my calls. I have also emailed and received an email two months ago saying they are collecting their notes. The gift card is for $150. My husband and I are 79 years old and can't understand why they can't resolve this issue.

  Business response

  12/06/2023

  Thank you for forwarding Ms. ********* concern to our attention.  We are sorry to hear about Ms. ********* Gift Card.  Our records show that the Gift Card was activated on 2/25/23.  The Card was used on 5/20/23 at a location approximately an hour away from Ms. ********* address.  Our Corporate Gift Card Department emailed Ms. ******** on 12/6/23 advising that they cannot reissue the Gift Card.  Unfortunately, there is no way for us to determine who used the Card.  If Ms. ******** has additional questions, she may reply to the email sent by the Corporate Gift Card Department, or contact us at Comments@ldry.com.  She may also call our Corporate office at 800-552-6379.  Thank you

  Customer response

  12/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  I told Landry's in one or more of my emails to them that the card was a Christmas gift but we didn't receive it until February. We aren't on good terms with our daughter-in-law and didn't see our son and grandchildren until February to exchange Christmas gifts. I didn't know if he bought the card in December or on his way to see us. I do know that we never used the card! They said the restaurant is an hour from our house. What does that have to do with anything? In my email from them they said it was used at the closest Morton's to our house. It isn't, the downtown location is 20-25 miles closer. But like I said, that has nothing to do with the issue. All I know is that we have the card in our possession and it has never been used by us. Why would I go through all of this if we used it?
   
  

  Business response

  12/12/2023

  Thank you for forwarding Ms. ********' additional comments.  We understand Ms. ********' frustration over this issue.  However, our Gift Card Department does not have any changes or updates to their initial response.  Thank you

  Customer response

  12/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  I cannot understand why Landry's would think that two people that are almost 80 years old would try to scam them? I would like to know how they came to their decision not to remedy the claim. 

   

  
   

  
  

• Initial Complaint

  10/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Here is summary of complaint with +Attachment supporting documentation & details shared directly with Landry's but no response (exc $40 tip) I recently had some out-of-state guests visting and decided to take them to Kemah Boardwalk on September 17, 2023. I wanted to take them to the ‘best restauratnt’ at Kemah Boardwalk and after thoroughly researching my options I concluced Landry’s Seafood House was clearly the winner. The enclsoed bill for $212 + too generous of a tip shows that the items we purchased during our visit. The “Fire Grilled Oyster & Shrimp was desribed as a fried appetizer with a sweet chili glaze (or something like that). When the appetizer was servied -- the seafood was literally “glued” to the dish cooked-in & served-in, broke apart when attempting to serve guests, and the majority of the tempura / breading stuck-on the dish the appetizer was served-in. I am 100% certain, with no doubt, that there was absolutely no “sweet chili glaze” just a dry piece of seafood that was broken and separted from breading when attempting to serve & eat. The other item that was purchased and extremely extremley extremly disapointed with is the Red Snapper with Topping Pontchartrain. Your menu descrbes this topping as “crab, mushrooms, white wine cream sauce”. I have provided some on-line pictures and what I received in the +Attahcment. The Red Snapper entrée was dry, NO cream sauce, and the mushrooms tasted like they were taken out of a can and served. I would have approached management directly to let them know the food served was unacceptable but I did not want to embarrass my guests or management so decided to just wait and put together this letter. It’s worth noting -- NOT 1 guest said anything about how good the meal was which is rare when I take my guests out (or in this case how disappointing the meal was). I paid over $212 and if I remember correctly left roughly a $40+ tip which was NOT warranted and felt like the meal was unacceptable.

  Business response

  10/27/2023

  We appreciate having these concerns brought to our attention.  We sincerely apologize for the unpleasant experience and the frustration this has caused. It is our understanding that our General Manager spoke with Mr. Kratky on or about October 24th and resolved his concerns.  We sincerely hope this experience does not deter Mr. Kratky from visiting our locations again in the future. 

  Thank you

• Initial Complaint

  07/31/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was discriminated against at the Monterey Chart House Restaurant. My gift card was sent to the wrong email and I did not receive it for months. When I attempted to use it the expiration was past due. I then contacted guest relations only to be told in a rude immature and unconcerned manner by Leslie and Kaitlin that it was nothing they could or would do to replace it. I then asked for their manager and was told they have no managers and they are the only two employees in that department. I called several times and they will not give any support. It seems that Landry's has terrible customer service employees representing them in many departments within their company. It is a shame that in the most critical department with the intention of restoring customer goodwill they have employees that make the matter worse

  Business response

  08/18/2023

  Thank you for forwarding Ms. ****** complaint regarding Chart House. 
  
  On October 10, 2022, Chart House received a complaint from Ms. ****** regarding poor service.  In response to her 2022 complaint, Chart House emailed Ms. ****** a $150.00 electronic Complimentary Card as a good will gesture.  Ms. ****** now states that she did not receive the Complimentary Card timely, which is now expired.  Our Corporate Office Customer Relations team informed Ms. ****** that the Card was emailed to her on November 10, 2022, and that the Card expires after six months according to the Terms & Conditions that are emailed along with the Card.  Records show that the email to Ms. ****** was opened on February 4, 2023.
  
  Further, we are sorry Ms. ****** believes she was discriminated against or treated poorly.  Chart House is committed to providing an environment free of discrimination and has comprehensive policies in support of this commitment.  This policy applies to all employees and is strictly enforced. 
  
  Ms. ****** has been informed that the Card is expired and a new Card will not be re-issued.  While we cannot re-issue the Card at this time, we do hope that Ms. ****** returns to Chart House to give us another opportunity to serve her a great meal. 
  
  Thank you

  Customer response

  08/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]

   

  I am still waiting for them the business to call
  
  Regards,
  
  
   

  
  

  Business response

  08/25/2023

  Thank you for forwarding Ms. ******' additional complaint in which she requests contact from the Company.  We have spoken with Ms. ****** on prior occasions and have informed her of our decision.  Our written response to Ms. ****** through the BBB is our full and final determination.  We do not have any changes to our response at this time.  

  Thank you

• Initial Complaint

  07/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband and I recently had a two night stay at the Golden Nugget in Laughlin NV (Jun 27 - 29, 2023 - Reservation ************). We had upgraded our comp room to a Courtyard Room with an outdoor patio. Unfortunately, this room was of sub-standard quality as we experienced a number of issues: 1) Chemical Odor - There was a very strong smell that resembled a chemical disinfectant. It was very unpleasant and noticeable. After learning these were pet rooms, this might explain the smell. 2) Bathroom - The toilet was NOT fully bolted to the floor and would move when using. The sink had a barely a dribble of water coming out of the faucet. 3) Patio - I have never seen anything as dirty and unkept as the patio starting with the track for the sliding door. To say it was filthy would be generous. It was obvious that the track has never vacuumed or washed. The patio itself was dirty. We could not sit on the chairs as they were covered in bird droppings. Very unsanitary and inconsiderate to expect a guest to use. 4) Dogs - Unbeknownst to us, these rooms are also used as the pet rooms. Had this been disclosed to us, we may have changed our minds on booking the room. As luck would have it, the room next to us had a dog. We heard the dog barking through the bathroom vent and was continuously barking at us while we stood out on the patio. After many years as visiting guests, this by far has been the poorest quality room that we have had. This room clearly was not an "upgrade". I emailed the property on June 29, 2023 addressing these issues and requesting a refund for the upgrade fee that I paid. Having not received any response after 2 weeks, I messaged the property through Instagram. Only then did I get a response, the gist of which apologized, requested that in future I advise them of issues and declined my request for a refund. I'm aghast as to why it is my responsibility to identify room deficiencies for the property. No guest should have been placed in this room.

  Business response

  07/31/2023

  Thank you for allowing Golden Nugget Laughlin to respond to Ms. *********' complaint.

  Golden Nugget Laughlin apologizes for having failed to meet Ms. *********' expectations. Security, Management and Risk Management conducted a thorough investigation of the matter and determined that the inadequacies Ms. ********* refers to were never brought to our attention. Each room Golden Nugget rents is cleaned and restored to its proper new condition following each guest so that the next guest enters a room that is consistently clean and inviting. If a guest enters a room and finds it less than satisfactory, by bringing it our attention we have a variety of options at our disposal such as recleaning, moving the guest or making an adjustment to the stay. It also allows us to review and identify the cause of the inadequacy and prevent it in the future. If we aren't told there are inadequacies, there is no way to go back and look after the next new guest has been put in the room because the room will have, once again, been restored to it's clean and new condition. We regret that Ms. *********' stay didn't meet her expectations, but with no way to see or judge the inadequacy, we must limit our response to an apology with hopes that Ms. ********* next stay will be more to her satisfaction.

  Customer response

  08/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  I did bring these deficiencies to the attention of the front desk agent at the time of check-out. She made note of them, on a scrap piece of paper,  and told me that she will notify Housekeeping. Perhaps they were attended to by the time of your "investigation" and there is no record of this? Regardless, to put things in perspective, I requested a refund of $40. I'm sure that the time and effort to "investigate" my concerns amounted to more than $40. I assume my word does not suffice, and in hindsight, I should have taken pictures. So much for the guest being right. Even an offer to refund half, which would have been $20, would have been a gesture of good will for a longtime guest. It's time to move on, in more ways than one. This clearly shows me how very little value is placed on my relationship with the Golden Nugget.  

  
  Regards,
  
  
   

  
  

  Business response

  08/24/2023

  Ms. ********* correctly states that she has a long history with the property and, in fact, this sort of situation has been addressed with her in the past. We have found no indication that the Front Desk, or anyone else, was informed of the stated deficiencies during her stay when we could have inspected and resolved them, and so we find that no further action is required on our part.

  Customer response

  09/12/2023

  On 09/05/23 I responded to the Company's response that it is unacceptable. I do not wish to pursue this matter any further nor take any further action with the Company. I just want it noted that their response and action was unacceptable to me. Please CLOSE this complaint. Thank you! 

• Initial Complaint

  07/07/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My family and I visited Bloom & Bee on May 27 at approximately 9 a.m. As soon as we sat down our waiter asked for I.D. because of the size of our party which was odd but it was my mom’s birthday. He never gave me my I.D. back and I honestly forgot until the next week. I called back to set up a time to go and retrieve it and was rudely told that they under no circumstances would have asked for and held my I.D. Security had to get involved and review the footage and confirmed that my I.D. was taken. They lost my government I.D. and the manager Faith offered me a $75 food and beverage gift card and basically told me to just go get another one. When I asked why I was even asked for my I.D. and if that is policy she said no it was not policy and she doesn’t know. This restaurant racially profiles people all of time from looking at reviews and it needs to stop. We spent $434 at this restaurant that day only to be racially profiled. Please do something about this.

  Business response

  07/10/2023

  We are sincerely sorry for the customer’s unfortunate experience while dining at our restaurant. We take all customer complaints very seriously and have conducted a thorough investigation into the customer’s concerns.  Based on our investigation performed by our Director of Food & Beverage, Security, Surveillance and General Manager, it is our understanding that the server did not take possession of an ID.  Our Director of Food & Beverage, Ms. Chen, spoke with the customer and as a courtesy offered to refund the customer’s meal or provide the customer with a gift card.  Both offers were declined.  Ms. Chen informed the customer that if the ID was found, she will be contacted.  Additionally, our Company is committed to providing an environment free of unlawful discrimination and has comprehensive policies in support of this commitment.  The customer is welcome to contact us directly by contacting our Corporate Office Customer Relations Department at 800-552-6379 (Option 9), or by email at Comments@ldry.com. 
  Thank you 

• Initial Complaint

  06/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Our room got broken in to during our stay. I would like them to refund the card used for all resort fees. And then I would like them to refund my credit card for the fee they are charging me to mail the “found” items back to me. I have tried calling repeatedly and leaving messages. I can never get ahold of anyone. And no one will return my messages.

  Business response

  07/10/2023

  Thank you for allowing us to respond to Ms. ****** complaint.

  Ms. ****** alleged incident was thoroughly investigated by Security, Surveillance and Management. On contact with the guest, we explained the findings of our investigation and that their room door was found to have been opened from the inside shortly after they arrived in the room and was then left open for the remainder of the evening. We also discussed additional layers of Security that were available to them such as deadbolt, nightlatch and room safe that weren't used. We further advised that the local police department had access to our investigative materials. Additionally, we offered a partial reimbursement of their stay as a gesture of good will which was refused. Therefore, we feel that no further action is required.

  Customer response

  08/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  Laundry’s has a responsibility to make this situation right. They have offered nothing to us to resolve it. They haven’t covered the costs we incurred because of their negligence. 
  
  Regards,
  
  Amy shenk
   
  

  Business response

  09/05/2023

  Thank you for forwarding the additional complaint to our attention.  At this time, we do not have any revisions to our original responses.  The request for compensation is denied.  Thank you 

*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. ↩