HomeTown Buffet Coupon bait and switch and Abusive behavior by manager San Diego California

June 2, 2014:  I visited HomeTown Buffet, San Diego, CA 92126 for lunch with friends.  I presented a freshly minted Crave Connection coupon.  I was told that, per the manager, Lee, the coupon would not be honored unless I agreed to purchase a drink in addition to the meal.   So much for the coupon campaign.

Soon after, I overheard the manager, Lee, denying the validity of another guest’s coupon.  He said that a drink purchase would be required, because the patron’s coupon was only a copy.  The prospective diner was upset.  I thought the manager Lee must be confused.  I went to him and explained what I knew about the Crave Connection and that it was apparently current corporate policy.  Manager Lee said that he didn’t care about corporate policy, and that he alone would determine policy.  He said  that the restaurant was his shop.  I gave up.

 Later, when I was at my table, Lee stormed passed us.  He turned to me as he thundered by.  He flung his arm out and pointed to the door.  He screamed, “THERE’S THE DOOR!!!  AND YOU CAN JUST LEAVE!!!”

 I lodged a complaint with the regional director.  He said that he would demand that the manager apologize.   Apparently there had been a number of complaints.  I told the director that guests want to have an expectation of a pleasant experience at the restaurant as opposed to a distastful experience. 

 Manager Lee called.  He said that he hadn’t been notified about the coupon program.   That the first email announcing Crave Connection was sent to him on June 2^nd later in the afternoon after I and my party had left. 

But I had had time to review the situation, and found his explanation unconvincing.  When the program was 1rst promoted in May, the cashiers knew and were able to provide all the necessary details.  The wait-staff was equally well informed.  Logic would suggest the following:

1.   Corporate announces the promotion.  No manager is left behind.
2.   The manager calls a staff meeting to educate employees.  
3.   Cartons of hand-out literature arrive at the restaurant.  These are to be given to guests with receipts.
4.   The program is rolled out.

 I think we have to draw the line at bait and switch.  Trusting patrons expect something better.    And abusing guests is certainly not going to create a good reputation for the restaurant.  My understanding is that the manager's outburst was not unusual.