Complaint Review: Dave And Busters Poor Management & Poor Customer Service

My fianc and I left Dave & Busters in Milpitas, CA on 12/23/07 very unhappy and dissatisfied with poor management and poor service. Before we ordered our food I specifically told the waiter JUNNO that I will be using a gift card to pay for the bill but he insisted that I give him my credit card as "holding purposes" until the bill has been paid. He said this is their company policy due to incidents in the past that customers ran away w/o paying. I said "fine - I understand. I also asked him twice to make sure that he won't charge my Visa because I will be using the gift card. After 30 minutes he introduced DESIREE as our new waitress because he was going on break.

Unfortunately JUNNO didn't communicate with DESIREE regarding the gift card so at the end of our meal DESIREE brought in our bill and charged my Visa w/o getting the gift card. I asked her if there's a way she can void the transaction because I wanted to pay using the gift card and not my Visa. She called the manager SEAN HIGGINS and he told me there's nothing he can do to override the system once a transaction went through. This is BS! He is totally lying because he's way too lazy to re-do the transaction. Any manager can void the transaction and override the system. I was so furious!

My fianc asked for a different manager to help us with our issue. Jonathan Jue is very nice to listen to our concern and 2 minutes after he voided the transaction and was able to reverse it using my gift card instead. SEAN HIGGINS IS A LIAR, RUDE and INCOMPETENT MANAGER!

I am a victim of poor customer service and poor management! SEAN HIGGINS SHOULD BE FIRED AS A MANAGER because he wasn't doing his job!

Dissatisfied customer
San Francisco, California
U.S.A.