Restaurant in Brisbane Rejected The Entertainment Book Voucher

Tried to use my entertainment book voucher on Sunday at Delizioso on Oxford in Brisbane. Got quite impolitely rejected and asked to pay the full price. I have paid thinking that I'm doing something wrong.

After that, I read T&Cs and obviously, they had to accept the voucher. Feel quite disappointed now. Is there anything to do apart from leaving tons of negative reviews?

Update 1 - as many pointed out the combination of EB and other discount may have not been appropriate. It looks like that restaurant staff member didn't manage or bother to explain it well. Hence the reviews are mostly related to the staff attitude, not EB itself.

Update 2 - owner is pulling "I will sue you for defamation, my lawyers are on it" line on the Facebook.

Update 3 - please don't leave the reviews to the business I you havent visited it. That would be unfair.

Related Stores

delizioso-laurieton.com.au
delizioso-laurieton.com.au
Entertainment Book
Entertainment Book

Comments

  •  

    Bikies… obviously

  • +26 votes

    Contact Entertainment Book?

    • +4 votes

      Thanks, done. Will see what they can do.

    • +4 votes

      EB were not too helpful.

      I do apologise as you were unable to use your voucher at Delizioso on Oxford. Firstly I would like to say thank you for taking the time to contact us and let us know that you experienced a problem with redeeming the offer.

      We have forwarded this onto the Account manager who will be contacting the business/restaurateur directly to ensure this does not happen to any other members.

      • +4 votes

        But think about it - you took one for the team. So kudos to you. Kudos.

      • +1 vote

        same thing with the indian diner that wouldn't take more than 2 of our cards (or 1, forgot now). clearly t & c's say 1 card per xx amount of people per table. It was a birthday dinner so everyone said to drop it and just chill but i was still pretty annoyed after as we've used it there in prior years and i know it can be used. I do get the odd takeaway now and again for their butter chicken but def get in and out knowing how dodgy they were.

        On the entertainment book side of things they're absolutely useless. Probably why half the good restaurants here have disapepared off the gold section and more and more people i know aren't bothering renewing theirs. same automatic message for me too. i bet the EB account manager did jack in contacting said restaurant.

      • +1 vote

        This happened to me recently and I sent EB a message via facebook.

        An Account Manager called me within a few days and it's sorting it all out. I've been pretty happy with their customer service.

  • +18 votes

    yeah contact entertainment book with all the details, they will contact the shop and you will be compensated usually

  • +8 votes

    So what was the reason provided?

    • +19 votes

      "Patron BYO their Xiaomi Smart toilet seat" :(

    • +1 vote

      Reason quote: "I will not give you a discount as you are sitting at the same table with someone using pre-paid voucher".

      History is that I was having a lunch with 2 of my friends who had a degustation menu voucher as a gift. So they were using their voucher and I have paid $66 for all my food from a normal menu. Have to notice that food there is quite expensive…

      •  

        Was at Langham Melbourne once having a buffet dinner thanks to Flybuys. Couldn't use Entertainment Book voucher for the drinks as their system wouldn't allow it.

      • +10 votes

        That sounds normal, should be in the T&C, I've seen that condition before.

        Its to prevent an entire table being heavily discounted

        • +1 vote

          Possibly, but otherwise we would have paid 25% off the entire table if only EB discount used. Discounts are not added together but rather applied to the different products.

          Anyway I can understand why the business would want to decline the discount vouchers. But cost of doing this in a rude way and facing now at least 5 negative reviews seems excessive over $15 saving.

        • -4 votes

          @andyvolk: "rude way" ? You said initially "politely rejected". Which one is it?

          Edit: Oops, misread your OP, nevermind.

        •  

          @John Kimble: haha 2 letters make a difference, no worries:)

      • +11 votes

        "I will not give you a discount as you are sitting at the same table with someone using pre-paid voucher".

        That's a standard term - you usually can't mix and match vouchers, or mix voucher with non-voucher. This is on you for not knowing the T&Cs. I don't think negative reviews are warranted when it's your fault.

      •  

        Was it a discount voucher for the degustation or a fully paid for gift-card style one? If the former I get it, for the latter I don't because that has been paid for.

  • +15 votes

    should've walked off so you get it for 100% off

    • +22 votes

      So as an adult, you threw a tantrum and somehow you think it's cool?

      • +10 votes

        The older I get, the more I realise maturity has nothing to do with age.

      •  

        It's cooler than being a pushover. I paid and used a voucher provided by the Oporto, it didn't register and I wanted the difference because I only ate because of their marketing voucher. I complained and after 3 managers talked to me in a tiny outlet, I was given the difference. The food was awful and not even worth the price after the discount. It's not about the money, It's about doing the right thing as a business. Too many businesses have shoddy business practices.

        •  

          So if the voucher didn't work why not just say no thanks and walk off? You still spent money there so in the end they won. Was it really worth your time arguing with 3 managers over what $2-3 when you could have just walked away to another place? You spend let's say a minimum of 10mins talking to earn $2-3 you sure showed them. And why would a tiny outlet have 3 managers? Are the servers managers too?

          •  

            @Cletus vandamme: They scanned my card and confirmed the promotion. My girlfriend forcibly paid for my meal. I didn't have a chance to dispute before payment because she paid so quickly.

    • +19 votes

      You sure showed those uni student part timers who’s boss.

  • +12 votes

    The problem, in this case, is that you were sitting with someone that already had a promotion, there are general clauses that will say no other promotions apply. You could contact Entertainment book but I think they are within their right to deny you, given you are at the same table. You should have brought the same promotion as your friend.

    • +7 votes

      It’s just being pedantic though. If OP was on a table by themselves and their friends a table over - no issue.

      Businesses need to get over themselves. These vouchers intend to bring people through the door. Sure, some use the voucher and never return, but when you hear so many horror stories (moreso Groupon, etc) it’s no surprise people don’t return.

      •  

        The whole of ozbargain only return one year later

        I used two vouchers at same table over weekend, so I agree some places r just gronks because they can be

      • +3 votes

        It’s just being pedantic though

        Sort of.

        Not allowing multiple offers to be used at the same table, has the chance of the customer returning again, possibly with others paying full price.

      • +4 votes

        Yeah terms & conditions are pedantic. All companies should scrap them.

        https://imgur.com/a/tGPtkJo

        • +2 votes

          andyvolk said it better, but I stand by what I said.

          The only financial difference between OP sitting on a table on their own, and OP sitting on a table with their friends, is that by sitting with their friends. It means there is another table available for other paying customers.

        • +3 votes

          @tomsco:

          Are you really debating this? Haha

          Ok edit:

          Scenario 1 - OP orders drinks for "himself" but gives the drinks to his friends. All the drinks are effectively 25% off. Business suffers.

          Scenario 2 - OP eats a lot of friends Degustation package food and orders less himself. Business suffers.

          There are many ways the business bleeds money here from a "financial difference" when, in good faith, they offer promotions with slim margins to get new customers in the door with no guarantee they will return.

        • +2 votes

          @tomsco:

          4 People come in, and order $30 worth of food each, for $120 total. Let's say they have a 10% off voucher and a 25% off voucher, 10% off $30, and 25% off $90.

          If they sit at separate tables:
          Table 1 pays: $30 - ($30x0.10) = $27
          Table 2 pays: $90 - ($90 x 0.25) = $67.5
          Total pays: $94.50

          If they sit at 1 table:
          $120 - ($120 x 0.10) - ($120 x 0.25) = $78
          Total pays: $78

          So if they allowed cross-tables, they'd lose $16.50 each time, or about 15% of their original price comparatively. That can easily add up as that's a fair margin.

          So…. there's obviously a financial difference here besides what you've mentioned?

        •  

          @PhilipJWitow:

          Oh, I’m not suggesting stacking discounts, but if scenario 1 is allowed, why not allow that with everyone sitting at the one table (ie. let one of the table use the 10% off voucher and let the other three use the 25% off voucher).

        • +1 vote

          @PhilipJWitow:

          How dare you introduce facts into a discussion..

      • +1 vote

        It’s just being pedantic though.

        So is insisting on a voucher when it's against the T&Cs. Hell, all of OzBargain relies on pedantry for a lot of deals and bargains. "Pedantry" is just another word for "Reading comprehension" it seems.

    •  

      Well I can see why one can think like that at first. But after application of logic (and it is not strong area for many of us) there will be 2 independent events:

      1. A group of people eating their prepaid food. The have no bill to pay and a fixed amount of food included.

      2. The 2nd group of people ordering from the menu and paying full price.

      I can hardly see how these 2 events are linked from the financial and discount perspective.

      There is however a definite link from the geographical perspective as two groups are sitting close enough to be considered as at one table, and even more, they are talking to each other.

      Don't even want to raise a potential discrimination line here haha.

    • +4 votes

      You should have brought the same promotion as your friend.

      Nah should have asked for a separate, adjacent, table.

  • +1 vote

    The Bastards

  • +4 votes

    Reminds me of a time we went to a Japanese restaurant, group of 8 or 10 with a Groupon, we all wanted to get the banquet except one person, because he doesn't eat seafood, so he just wanted a chicken dish or something. They wouldn't let him stay at our table and eat his chicken dish, or modify the banquet for him only to have no seafood. He ended up sitting two tables away from us and eating by himself.

    In hindsight pretty poor from the restaurant I reckon.

    • -5 votes

      No - that makes perfect sense. How does the restaurant know he won't be eating any of the seafood? If they allowed that, what if there's a group of 8 with 3 people not wanting the banquet, and then you just eat near half-portions each?

      • +9 votes

        If he said he wasn't eating at all or it was an "all you can eat buffet", I agree. But he wanted/ordered just a chicken dish. So he wasn't freeloading. Just seemed odd to separate him from us, wasting a table and making it awkward for us.

        And if he did eat some of the banquet, why does it matter to them? We paid per head for a set menu banquet and he paid for his chicken dish.

        Most other places we have been are accomodating by either swapping out dishes or letting him sit with us.

        • +4 votes

          @HighAndDry: We'll have to agree to disagree…or I don't understand your argument?

          Like someone posted earlier, it's either:
          a) 1 table of 10, 9 people with banquets and one a la carte
          b) 2 tables, one with 9 people with banquets, one table with one person
          c) (He was actually thinking of going some where else to eat initially) so it could have been 1 table of 9
          d) We could have all decided to leave and not eat (although they know we had a Groupon)

          Both a and b have the same financial result for them and same food is provided to the customer; technically b had a possibility of lost business if another party of 1 or 2 wanted to have dinner at the same time and they were full.

        • -8 votes

          @John Kimble: Harder for him to eat from your dishes in (b). It's a soft way to try and discourage (not prevent) a group of 10 coming in and basically only ordering 5 people's worth of food.

  • +2 votes

    I've messaged them on Facebook, apparently they don't know anything about the entertainment book and haven't allowed for their restaurant to be on it…

    • +2 votes

      You are lucky, they didn't reply me at all.

      Fascinating how they are listed on EB but know nothing about it.

  • +3 votes

    OP

    You should really amend your post:

    After that, I read T&Cs and obviously they had to accept the voucher

    to

    After that, I read the Entertainment Book T&Cs and my friends Scoopon T&Cs and obviously I was in the wrong here

    You're basically calling out a business for making a decision pursuant to the T&Cs of each coupon. Poor form.

    IF you all had different vouchers why didn't you ask the question before ordering?

    End thread

    • +1 vote

      Yup. OP seems to want to hold the business to the use of the EB Voucher, without being held to the T&Cs of the voucher himself. That's just a tad hypocritical.

      • +3 votes

        Are you referring to the "Not valid with any third party program condition" in EB?

        Do you understand that 2 transaction we had were separate and not stacked up? 2 vouchers were not used together.

        • +4 votes

          Generally tables are billed together. Heck, a lot of restaurants have no-split-bills policies, so being at the same table would make it the same transaction, ergo used together. I get you didn't stack them, but the standard wording in these T&Cs is "not to be used in conjunction with…." or just "not to be used with…" etc.

        • +5 votes

          OP, I'm copying my post from earlier.

          How is the restaurant supposed to police who eats or drinks what? How to split the bills? That's why most bill by the TABLE (as per your EB discount T&Cs and on your friends' Scoopon voucher)

          Scenario 1 - OP orders drinks for "himself" but gives the drinks to his friends. All the drinks are effectively 25% off. Business suffers.

          Scenario 2 - OP eats a lot of friends Degustation package food and orders less himself. Business suffers.

          There are many ways the business bleeds money here from a "financial difference" when, in good faith, they offer promotions with slim margins to get new customers in the door with no guarantee they will return.

          This is why they never allow promotions to be combined.

        •  

          @zeggie: that's fair enough example, thanks, never thought of that.

          Regarding the 2nd one - can't see any suffering as the amount of food is fixed.

        • +1 vote

          @andyvolk:

          3 people eating from a voucher specifically for 2 people means the business hurts here compared to if 3 people walked in and ordered a dish each.

        • +2 votes

          @zeggie: That sounds a lot like Hollywood's "every single torrent download is a lost sale" method of accounting…

        • +1 vote

          @abb: They're not suing OP for the lost proceeds, it's just in the T&Cs how the voucher can be used.

  •  

    So there is no condition about the same table, right? And condition is designed to prevent someone from applying 25% discount on top of another 20% discount.

  •  

    Let's all look at this as a learning experience. If your friends have a voucher and you want to use the EB book for future bookings then get two tables and just compare notes afterwards. It is a PITA but they write the rules so they call the tune.

    Personally, my view is if the friends had a voucher from something like Groupon/Scoopon etc, that was a discount on standard degustation price, then I can see the issue. If the voucher was something bought straight from the restaurant then I think that is a different issue; particularly if the EB discount only applies to the OPs meal. Usually alcohol is not part of the discount and where the owner claws back some of the discount price.

    We had an experience where a restaurant owner really didn't want to allow us to use the EB card - he gleefully came back with the card and said "it has already been used", I took a glance at the card and said "maybe, but that is not my card". He was pretty petulant about the whole experience. If they don't want to apply the discount then don't be in the book.

  •  

    Make sure you keep your receipt.

  • +6 votes

    EB T&Cs (https://www.entertainmentbook.com.au/members/rules)
    DINING IN GROUPS
    When more than two people dine together, these rules apply One bill for the party – no separate bills

    I do see where you are coming from and do agree to an extent, however, it is a rule from EB. We may all disagree with the rule but it is there.

    I can kind of agree with it to an extent as well. Many of these Groupon sites, etc. take out quite a bit from the restaurant's profit. So for example, if you had a buy 1 get 1 free meal and your one was the cheaper version and you got it for free and then Groupon took say a 40% cut of their meal then the restaurant would get next to nothing. Example:

    Your meal: A$70 (becomes free as cheaper meal)
    Your mate's meal: A$80 (becomes A$48 to restaurant).

    Therefore the restaurant would get A$48 for what otherwise would be a A$150 meal or 32%. On say a Sunday, that is barely enough to pay for a waiter's 1-2 hr wage.

    • +6 votes

      Great explanation, thanks. I'm inclined to agree now and accept that use of EB may have been inappropriate.

      However this does not remove:
      - the fact of the staff attitude and
      - the owner who has starter the conversation from threatening me with the lawyers on Facebook instead of giving a similarily logical explanation.

      Quite sad actually when you realise the kind of people are running the place.

      •  

        But ultimately you were in the wrong….

        You will always perceive service staff as having "attitude" if you are wrong and they won't give you what you want because you are wrong.

        You technically have badmouthed a restaurant for following EBs regular T&C's.

        If I were you I'd learn from this experience and just ask a mod to delete this thread.

      • +1 vote

        I agree with you OP. Clarify with the staff next time if they can suit the arrangement. There's no reason why they cant split the bill apart from laziness and more accounting work. The staff and the owner appears to have a lousy attitude so at least that's a reason why we should know about it. You should copy your experience but also add the concessions e.g. other diners use Groupon when you wanted to use the EB, so future guests/customers will be aware before they eat.

      • +3 votes

        Andy - I can sympathise really for both sides as someone who likes to eat out and also someone who has an investment in a small retail eatery. Without knowing exactly how your restaurant was catering to you, the following are just some examples of incidents that my manager have had to deal with (and it's a very common occurrence):

        • people utilizing FAKE vouchers (massive try-on, and many look quite professional, by the time staff check with owners sometimes then the voucher has been accepted.
        • counterfeit money - this really frustrates me… one mistakenly accepted $100 note and then a lot more has to be sold and the cops will look at security footage just noting it is a junkie.
        • heaps of different annoying customers…. people ordering something and then saying they don't like it and expecting a refund or exchange
        • people making incorrect orders and then asking for something else and then REFUSING to pay the price difference (not to mention you have to trash their initial change of side etc.)
        • people trying to rort you for 10c (it's amusing when they have their LV bags and all)
        • people saying that they have paid when they have not
        • people ordering something sweet e.g. a juice and accusing you of putting extra sugar in it… it's like what the
        • someone ordering a green tea and saying the tea is not green enough
        • someone ordering a tea and saying there's no tea flowers….
        • someone making a scene that one of the staff had touched something with their hands when they had obviously not - they made such a big scene that other customers had to support the staff whilst others were laughing at the customer - how ridiculous their accusation was… they walked off threatening everyone.

        That's just dealing with customers (not to mention staff)… it's then disappointing seeing reviews when you pick these customers out or bad reviews when customers do not ask or order something incorrectly and then complain about it…. without giving too much away the most recent bad review was someone complaining about say someone ordering something with a chocolate froth drink (chocolate froth only supposed to be subtle) not tasting chocolate enough… well order a chocolate based drink then. And yes, I try to be nice in replies to reviews - I am in charge of them as I am a passive investor (I have been assigned this task as the more active owners/managers are self aware enough to know that bad - particularly silly reviews infuriate them).

        My recommendation therefore is in these circumstances that if you have a negative experience to tell the manager or owner immediately. If you do not get a satisfactory response then feel free to review. Generally we have been happy to replace/fix/recommend something if the customer has not been happy but also understand that there are some very crazy, unreasonable customers out there.

        I have another friend who owns multiple cafes and she always encourages everyone to let them know if coffee is bad and had a go at me for not telling staff long time when they burnt my breakkie roll a bit (I did not want them to get in trouble) - but then the manager encouraged me to raise up issues in future.

        My point is that reviews can really affect people's livelihoods and people just should be a bit more cognizant of that. It's just like if everyone's job performance was out there in public - nefeedback would affect employability.

        •  

          Excellent comment, thank you. Really good to know what the other party has to deal with. Hospitality requires a lot of patience and people skills to succeed. Difficult business.

          To my defence - I have messaged them on Facebook, expecting a simple resolution and to adjust my review afterwards saying that actually they are cool guys and resolved the issue quickly. I'm not a crazy person and understand that everyone make mistakes.

          The very first reply from them contained the words "nasty reviews", "lawyers" and "defamation". So I have left the so called nasty reviews while adding a comment about threatening me.

  • +1 vote

    There are very few places that will let you double voucher a table order. Hungry Jacks even makes us do single orders when I go in with a friend and we both have vouchers. I do believe you should be able to able to, as you are simply eating at the same table, you are your own person, but that is just not how it works in restaurants.

  • +29 votes

    Thanks all for your opinions.

    I'm now receiving messages from the restaurant on Facebook about that they will engage layers to sue me for defamation and bad reviews.

    Excellent restaurant, highly recommend.

    • +1 vote

      Do you feel like posting up what they sent you?

    • +2 votes

      Do they think part of your story is false or misunderstand what defamation is?

      • +2 votes

        No idea what they are thinking. Waiting for reply, will post the screenshot here and to all reviews if they continue with the lawyers line!

        •  

          Restaurants sometimes try to pull this trick when people leave bad reviews. If your review is truthful, including the facts about the T&C, then tell them you are happy to amend the review to include the fact that they are suing you for highlighting this issue.

        • +6 votes

          Tell them you will be speaking to the the newspapers/media and quoting their name. Watch them squirm.

      • -1 vote

        Not that I'm siding with a restaurant owner threatening a paying patron with legal action over Facebook (there's like a dozen things wrong with that sentence….), but possibly if OP wrote:

        After that, I read T&Cs and obviously, they had to accept the voucher.

        Then yes it would actually be actionable defamation. Again, lots of things wrong with that approach, I'm not endorsing it.

    • +2 votes

      none of this bs if they just let you use the voucher, geez to save couple of bux and pissing a customer, it's not like you were trying to rob them! and LOL at suing for bad reviews :)

    •  

      LOL
      10/10

    • +4 votes

      I foresee hundreds of ozbargainers giving 1 star google reviews.

    •  

      http://www.lawhandbook.org.au/2018_11_02_04_defences_to_defa...

      Armchair advice but the truth is a complete defense against defamation, until you bring malice in. So don't say anything out of spite.

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