Dear Management,
I am writing to express my concerns regarding my recent experiences with the Smoke House menu at 773 Lounge. As a patron who values good food and fair service, I was disappointed by the inconsistency in pricing and the lack of transparency from your staff during my visits.
My first experience with your Smoke House menu was on January 26, 2025. I ordered two Smoked Brisket Platters for pickup, which were priced at $20.78 each, bringing the total to $45.25. The bartender, Arber, kindly provided an extra side of small BBQ sauce (approximately 80 grams) at no charge, which was reasonable and appreciated.
However, during my second visit on February 23, 2025, I placed the exact same order. This time, the price for each Smoked Brisket Platter was $22.83, making the total $51.79. Additionally, when I asked for extra sauce, Whitney charged me $2.08 for a large BBQ sauce (approximately 180 grams) without informing me of the extra charge at the time of the request. This unexpected charge was not appreciated, especially given that I did not require such a large portion.
My concerns stem from the following:
Menu Discrepancy - The last posted Smoke House menu on your Instagram (dated December 1, 2024) lists the Smoked Brisket Platter at $19.95. If there has been a price increase, the outdated menu should not remain visible on your social media.
Lack of Transparency - Customers should be informed of any additional charges before being charged, particularly for something as minor as extra sauce.
Customer Service - When I picked up my order on February 23, Whitney appeared impatient and rushed me to pay before I had the chance to review an itemized receipt. Given my expectation that each brisket platter was $19.95, I was right to ask for clarification. Additionally, her demeanor made it clear that she expected a tip for a pickup order, and when I did not leave one, her visible annoyance was unwarranted.
To be clear, my issue is not with the food itself--it was enjoyable. My issue is with the inconsistency in pricing and the way staff handle customer interactions. Transparency is key in maintaining trust with your patrons, and I hope you will take steps to address these concerns.
I look forward to your response and appreciate your attention to this matter.
Sincerely,
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