Consumer complaint received 2024-12-24 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: CITIBANK, N.A.
State: MA

Complaint narrative:
To Whom It May Concern : I, XXXX XXXX XXXX, booked a surprise XXXX birthday party in the private dining room at XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX for XXXX people on Saturday, XX/XX/XXXX from XXXXXXXX XXXX to XXXX XXXX. ( please see emails/invoice/receipts attached as no contract was given or signed ). 

I paid a {$300.00} Administration fee on XX/XX/year>, in the amount of {$300.00} that was to include room space, room set up and break down, linens, and bartender. 

Issue # 1 there was no bartender, the main bartender outside the room at the main bar that customers sit at prepared the drinks.

Issue # 2 Cheese and cracker/antipasto display for XXXX was not displayed. There was no cheese and cracker display that should have included an elaborate display of domestic and Italian cheeses with an assortment of crackers & grapes. 

There was not an antipasto display that should have included an elegant array of imported Italian meats and cheeses, roasted peppers, olives, grilled artichokes and mushrooms, accompanied by freshly baked focaccia & bread sticks. ( Please note on attached receipt I was charged for XXXX XXXX which is supposed to include XXXX XXXX XXXX, soppressata, fresh mozzarella, marinated olives and eggplant, roasted peppers and grilled artichokes in the amount of {$340.00}. I never ordered this nor did anyone else and no one received this ). 

Issue # XXXX XXXX full cannolis XXXX with chocolate chip, XXXX without were supposed to be served with birthday cake and coffee/tea These were never received. None was displayed and/or served. 

Issue # XXXX This was supposed to be an elegant, sit-down dinner, where guests could order from the regular menu to include an appetizer, entre, soda, drinks, coffee and/or tea. 

What we had was a chaotic, anxiety provoking, embarrassing display of poor service to include yelling out by the one and only waitress assigned to the room, XXXX, yelling I need your attention XXXX short ribs were ordered and they only have XXXX in the kitchen so someone needs to change their meal like the guests were in a diner, to meals that were delivered over XXXX hours and XXXX minutes later, many inaccurately cooked ( rare instead of well done ) and/or wrong and then to the guest of honor watching everyone else eat as she did not get her meal and should have been served first. 

I spoke with XXXX, the coordinator at XXXX, who was unable to be located and when she was located, she apologized and stated they had a big party in the large function room and that took precedence. In fact, XXXX, the waitress dedicated for my function room was noticed by many of my guests to be in the larger function room mingling and that is why the meals came out much after XXXX. When the meals came out, some were cold, some incorrectly cooked and some not served. 

I asked to speak to the owner XXXX XXXX whom I was informed was not available. I was told I could speak with XXXX XXXX who was her daughter. I waited over XXXX minutes with another guest in the front lobby for XXXX XXXX to speak to he, she never came out, I left the lobby and returned to the party. Approximately XXXX minutes later, XXXX, the waitress yells to me in the private room in front of all the guests XXXX is ready to see you. 

I spoke with XXXX XXXX and informed her of the numerous issues to include at the current time of speaking to her, no cheese and cracker/antipasto display, XXXX, XXXX I need your attention XXXX short ribs were ordered and they only have XXXX in the kitchen so someone needs to change their meal like the guests were in a diner, Meals coming out wrong and not cooked right over XXXX hours later and numerous other things that were wrong throughout the evening and her response was you arrived late you were supposed to be here at XXXX XXXX. I informed her the arrival time was to be XXXX XXXX  and that I have it on an invoice in my email the arrival time was XXXX XXXX  ( please see attached administrative fee invoice ). I asked XXXX If I could speak to XXXX XXXX and XXXX replied I am the owner. She offered a {$100.00} gift card, I declined the gift card stating I would not be returning after this evening and the disappointment of all the wrong and that you can not redo a surprise XXXX birthday as it only happens once, and I told her I would like a refund of the food items that were not cooked correctly and/or not eaten and that the waitress never returned to the room to check to see if the food was cooked correctly or if there was something wrong with the food. I also informed XXXX that the guest of honor never received her meal. XXXX refused, only offering a {$100.00} gift card. I stated to her I would hope she would make this situation right. XXXX never returned to check on things nor was she anywhere to be located. 

I was outside the function room trying to put out fires with XXXX staff from mistakes made more than I was in the function room trying to enjoy an XXXX birthday that only happens once. 

I asked XXXX the waitress to close off anymore drinks to the open bar. Instead, what she did was go around to XXXX side of the table and state last call to some of my guests. 

I asked XXXX to ask people if they would like tea and/or coffee prior to the cake being served. XXXX did not do this but rather brought the XXXX cakes in, everyone sang happy birthday, she did not even let the guest of honor cut the first piece and then she only served half the room and XXXX of my guests got up and served the other half of the room the cake. She did however cut XXXX pieces of cake to serve XXXX the coordinator and another waitress that were outside the room at the bar as my guests witnessed her passing cake to them that was not authorized by me. 

After most people were done with their cake that is when she asked if anyone wanted tea or coffee and tried to rush people out of the dining room to leave. She did not provide utensils for the cake, nor did she provide napkins as she cleared all the linen. 
I went to XXXX, the coordinator, who was at the bar outside the private room to go over the bill. There were numerous mistakes on the bill to include being overcharged for drinks that no one had, for meals that no one had or ordered, for meals that were returned uneaten and not removed from the bill to antipasti that no one had, to cannolis not served. When I stated if there are all these mistakes on the bill, I can only XXXX what else is wrong on the bill. At that point XXXX was screaming in my ear in front of all the guests and discussing all the various issues that my guests should not have had to witness nor be a part of. XXXX stated there was nothing she could do as XXXX would not allow a refund and if I did not pay the bill she would phone the police. So as not to cause a scene for an already horrendous evening and not to upset the XXXX woman whose party it was I informed her I would pay the bill so as not to have the police called but would be disputing it with my credit card company. She stated you are going to dispute it. And I answered yes there are various items on this bill that are wrong to include the following : XXXX Antipasti {$340.00} not received nor was it ever ordered it was supposed to be a cheese/cracker and antipasto display that was not there. 

XXXX XXXX XXXX XXXX {$42.00} only XXXX were ordered ( see attached letter by guest ) XXXX Bottled XXXX XXXX {$18.00} only XXXX were ordered ( see attached letter by guest ) XXXX Martini Titos XXXX XXXX {$14.00} not ordered XXXX XXXX XXXX XXXX {$18.00} only XXXX was ordered XXXX XXXX XXXX XXXX XXXX XXXX rare returned {$39.00} XXXX Fried Calamari {$34.00} only XXXX was ordered XXXX Braised short ribs {$120.00} XXXX returned not cooked correctly XXXX Stuffed XXXX {$22.00} never served XXXX Salmon Arrostito {$27.00} XXXX of honor dinner served after everyone who did eat ate and returned XXXX Chicken Parmigiana {$27.00} returned XXXX Orecchiette with Broccoli Rabe and XXXX {$52.00} only XXXX was ordered and it was returned XXXX Pork Chop XXXX {$26.00} was returned XXXX XXXX XXXX XXXX XXXX XXXX well {$78.00} both were rare and returned see attached picture and letters by guest XXXX XXXX XXXX {$11.00} never ordered XXXX XXXX do not XXXX {$14.00} never ordered XXXX Pumkin Spice Martini {$14.00} never ordered. 

Please note that on the receipt ( attached ) it states at the top guest count XXXX but if you look at full receipt XXXX entrees were ordered and no one ordered double entrees. XXXX would not address the matter. 

{$770.00} of food and/or drinks, was either not ordered, returned as it was not cooked correctly, and/or served. 

I am disputing the {$770.00} above as well as {$150.00} of the {$300.00} XXXX fee that was paid on XX/XX/year>, as there was no bartender but rather the bartender for everyone at the bar. This totals a dispute in the amount of {$1000.00} without the 6.25 % taxes included for meals/drinks disputed which would amount to 6.25 % of {$770.00} which equals XXXX tax. {$1000.00} + XXXX equals full dispute total of {$1100.00}. 

I appreciate your attention to this important matter.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with non-monetary relief