ComplaintsforBravo Brio Restaurants, LLC

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On May 3rd, 2024 while leaving my graduation dinner I was falsely accused, questioned, and held against my will at the Bravo! Italian ************************ location in **********, ** by managers ******* and ******. I paid for my event in advance, despite this I was wrongfully accused multiple times of not paying for my event.While my guests and I were leaving, my mother was approached by a staff member named ******* to settle my bill. When I told ******* that my bill had been paid already she just looked at me and shrugged. When I showed her the confirmation she still didnt believe me.She then asked to take my phone to show her manager, ******. I refused and offered to take it to her myself. Once ****** recognized the confirmation page she then instructed ******* to call ****.******* was unwilling to confirm with her manager/**** until my resources were exhausted. This accusation happened in front of my parents, grandparents, extended family,close friends, and those dining in the restaurant. I wasnt given the dignity to settle this dispute privately.I should also mention that the bill she had was over $800 and didnt reflect my accurate amount of guests.They also brought the bill extremely late. If I hadnt lost my phone we would have been out of the building. My event was completely ruined by this. We had other issues throughout the dinner such as the food and drinks not being served until around 6:30pm. There were also issues with the entree being served significantly before the side dish.My complaint was escalated to the Divisional Vice President of Operations, *********************. Unfortunately, he reached out once about scheduling a call, and I havent heard from him since. He reached out on May 16th. Since then Ive emailed him twice to reach a resolution to no avail.

• Initial Complaint

  05/31/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  A copy of the complaint forwarded to the business is attached to this submission. I am requesting a refund on my visit and response to questions posed in the complaint from the business.

• Initial Complaint

  05/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  First of all, there was only 3 consumer in the restaurant and my hot food was packed with my ice cream. When I explained to the hostess that my cold food was packed with my hot food, which is causing my ice cream to melt. The hostess simply replied, that's the way we pack it. I told her that it wasn't a good idea. When I handed the hostess my coupon, she stated that her manager, **** would have to take care of it. I replied, okay and she went to get the manager. But came back alone and after waiting for a little while for ****, he still hadn't shown up. So, I asked the hostess where the manager, **** was and she told me that she didn't know. I told her to put my ice cream in the refrigerator to keep it from melting and she appeared irritated when she took the ice cream. After waiting for more time, I asked again, where is ****, with the hostess replying that she didn't know and he was taking inventory. So, I asked, do I have to wait until **** is finish with inventory before I can be checked out or could she just go and get the manage, while explaining that my food is getting cold and my ice cream is already in the refrigerator to avoid it melting. She appeared more irritated and went to get the manager, but came back with his card so I could be checked out. After I left the parking lot I called back to talk to the manager directly. But, I was told **** was busy and would come to the phone when he was done. Remember, there were only 3 customer in restaurant. After waiting for 5 minutes, I called back and was told that the manager was too busy to come to the phone and I would have to wait.This is the second time I received bad customer service from this location, which need to fix immediately.

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I placed an order for pickup. When I got home the food was inedible. I contacted the location in ****. Explained and sent pics to the ********. She said she would try to get me a refund. I havent heard back from anyone. I have sent numerous emails and contact forms through the website. And emails. I would like my refund

• Initial Complaint

  02/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Attached is extensive documentation of this issue that has been going on with Brio since November 15, 2023.Initially, I just wanted my $5 back. But since **** in general -- and ******************* in particular -- have been completely unresponsive to my numerous attempts to contact them, I now want to be compensated for the considerable amount of time, effort and frustration that I have undergone in attempting to recover my $5 -- not to mention the cost of the paper, ink, envelopes and stamps that I have wasted in trying to get this matter resolved. Except for his initial phone call/voice message, *** has done NOTHING to resolve this matter. All attempts at communication have been initiated by me and ignored by him.At this point, I think $50 is fair compensation for this massive customer service failure. And I DO NOT want that to be "paid" in a Gift Certificate since I don't plan to dine at Brio again.

  Business response

  03/07/2024

  Divisional **************************** message for guest. A gift card has been sent to email in the amount of 130.00.  

  Customer response

  03/07/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  While I would have preferred NOT to have been given a Promotional Card to redeem at the restaurant, their gesture of $130 when I asked for $50 is more than fair. I'm only sorry it had to go to the Divisional Vice President to get the attention it warranted.  Thank you to all parties involved in resolving this matter. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  02/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I placed a $367.65 order for catering pick up on 11/22/23 with Bravo. The 3 Chafing **************** I paid for did not work. That is, they were too large to place my food trays and the food kept falling through. I then needed to use the oven to heat the food and could not use it otherwise. I'm looking for a refund on the 3 Chafing **************** ($14/each + tax).I first e-mailed customer service on 11/26/23 then called **********************'s Lennox location on 11/28/23; 11/30/23; 12/5/23; 12/6/23; and 12/11/23. See the e-mail thread attached. I was promised calls back and a refund but neither ever occurred.

  Business response

  02/15/2024

  Divisional Vice President has spoken with *****************************, IOU is to be sent to guest. Thank you!

  Customer response

  02/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  

  Specifically, *********************** called me to apologize and offered to fix the problem.  He was pleasant and he provided exactly what I was looking for when I filed this complaint.  Thank you for your assistance and obtaining this outcome. 

  Sincerely,
  
  *****************************

• Initial Complaint

  01/31/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On January 10th at 5:00 PM my husband placed an order with Brio in ********************* Mall in Central ****. We were given a 5:26 pick up time. Later, my husband checked our online receipt and noted that we'd been overcharged. We had originally tried to use a gift card for our order but **** doesn't honor their gift cards for online orders. Because we still had the gift card that I'd received for my birthday, we decided to place another order and my husband was going to address the overcharge when he picked up our food. When he arrived, he asked to speak with the manager. My husband explained that we were overcharged and showed the manager our receipts. The manager told my husband we'd been refunded but we contacted our credit card company and they told us there was no refund issued. Because the manager refused to rectify the situation, and in fact lied to my husband, I contacted the Brio corporate office TWICE. I provided the restaurant receipt and the email receipt. Unfortunately, we never received any reply from the Brio corporate office.We've never experienced such irresponsible behavior from any restaurant and certainly didn't expect this from Brio. The dishonesty and lack of accountability is reprehensible!My husband and I have been loyal patrons of **** for nearly 30 years. My husband tips 18%on all carry out orders, as he did with these orders. It's inexcusable that **** has shown such utter disregard for us by lying to us and refusing to rectify the situation by refunding the amount of the overcharge. We've provided the receipts, so there should be no question. It's in black and white on the very receipt we received from Brio! Our original total was $73.96 which is what my husband based his 18% tip on. We had a 20% off coupon which we used after tip was applied. We'd like **** to accept responsibility for the overcharge and issue a refund.

  Customer response

  03/02/2024

  We were successfully able to resolve this matter and get a full refund through our credit card company. Brio was clearly at fault and that should be reflected in the BBB ratings of Brio Bravo. We sent you copies of our receipts. That, combined with their failure to respond to the BBB should be all you need to downgrade their rating, with the BBB. 

  Here's an FYI, for future reference. 

  If the BBB is concerned with proper business communication and grammatical errors, I'll just make you aware of the following very minor mistake in your communication with me. If you're concerned with proper business communication, you'll want to take note. 

  In the email you sent me regarding my complaint, your email read, in part:

  "Company: Bravo Brio Restaurants, LLC
  Consumer: Spiegel , Julie 
  
  This e-mail is to notify you that you currently have a new message with BBB in regards to complaint #********."

  It should read:

  "This e-mail is to notify you that you currently have a new message with BBB with regard to complaint #********."

  The word"regards" is a salutation and is only used at the end of a letter. For example, "Best regards"

  In order to be grammatical, your email should read, with regard to... Or, regarding... Never "with regards to."

  Regards,

  *************************

  
  
  
  
  
  

   

• Initial Complaint

  01/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am infuriated. I placed an online order for pickup. My pickup time was 7:03pm. I waited for 20 min past my pickup time before receiving my order. Upon arriving home, I found my gelato to be completely melted, indicating this order had been sitting for an extended period of time. Also, the top of my lobster bisque was not secured, causing the contents to cover the ENTIRETY OF MY BAG and the remaining food inside. I immediately attempted to call the restaurant numerous times, each time receiving an automated message that they were experiencing higher than normal call volume. Then DISCONNECTED. There were no additional contact numbers for the restaurant, making it impossible for Me to speak to anyone regarding my order. This is completely unacceptable. Im demanding a refund for my order, IMMEDIATELY. I submitted a complaint through your site and received a phone call the next day. Due to a hectic work schedule, I missed the call. I submitted a second online inquiry requesting all correspondence be made via email. To date, I have not heard back from anyone at the restaurant.

• Initial Complaint

  07/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Recently I ate at Bravo Italian Restaurant in Fredericksburg, VA 22407. This is the second of two Bravo restaurants I ate at, the other in Kansas City, MO. The food in KC was super, well prepared, hot, and great service. The Fredericksburg, VA restaurant was not so good. We ate on 30 June 2023 for dinner. I ordered chicken scallopine others in my party ordered veal parmesan and filet mignon. My food arrived cold and plated unappealing, basically piled on the plate. The veal arrived the same way. The steak was overpriced and very small portion. Lastly, we started off with an appetizer (fried calamari) which was so rubbery we had to send it back. In fact, I sent my meal back as well. My wife ordered an old fashion, and it came out so sugary it too had to be sent back too. My wife took the drink back to the bar where it was re-made correctly. On a positive note, the head chef came by and offered to remake another dish or order something else. The Manager also came by and apologized for the mess and offered my wife another drink. All-n-all, I would not go back based on my experience nor would I recommend the restaurant to others. I believe if it isn’t done right, send it back.

  Business response

  07/20/2023

  Divisional Vice President has reached out to guest to recover, and has let guest know that should they ever need anything in the future to please reach out. 

*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. ↩