Complaint Review: Legends Pub & Grill - Salt Lake City Utah

On December 12th, We got invited by my cousin to Legends Bar and Grill to eat, drink and watch the UFC fights. My cousin has been going to this place since way before it had new owners and the name changed from Jerseys to Legends. I've heard great things about this place from him and his girl friend. 

It all started when my cousin's girlfriend called to reserve a table for 12. The phone conversation went just like this. "Can we please reserve a table for 12 in the back to watch the fights." "Ok, we don't have an available table in the back however there is one in the front." "Thats fine, we will take the one in the front." "Alright, what is your name and phone number?" (She gives it to the girl.) "Ok we'll see you tonight. Thank you, bye". The phone call lasted all of 47 seconds.

First of all, where in that conversation did the girl at Legends say there would be a $5.00 per person charge for the UFC on your bill as you leave? NO WHERE! Not knowing about any EXTRA charges, we walk in, sit down, order our food, plenty of drinks (making Legends A LOT of money) and watch the fights. After the fights were over, a couple of us received our bills. Every one of us at the table wondered what the $5.00 charge was? Thinking to myself, that I have been to A LOT of other sports bars in my life during the UFC and this is the first time I've been charged for the fights." Now given.. It is only $5.00 per person, but it is the principal of the situation! 

For instance, I sell home alarm systems for a living and if I sold an alarm system to a customer, got it all installed and then at the end said "Ok you owe me more money that I originally told you." MY CUSTOMER WOULD BE VERY ANGRY AND CANCEL!

Obviously we can't cancel the food, drinks and the UFC that is already over but we should be able to get the UFC charge taken off. I was more then happy to pay for the drinks and the food because I knew what I was ordering. I then told the waitress I would like to speak to a manager about this. I was very nice in asking the waitress as I know it's not her fault. Over walks this young blonde girl, whom I later on found out was a 22 year old girl named was Britnie,(as stated on her name tag) called herself the "manager," and also was the new owners daughter. We tell her our challenge very politely and she responds with and extremely rude tone, "You were told by the waitress and the person on the phone about the charge. I know this because I was the person who took all of tonights reservations." We explained to her that she was mistaken and that no one told us about anything of the sort. Not her nor the waitress. There were no signs at the entrance, or anywhere else in the bar/grill referring to the charge. 

All twelve of us agreed that we never heard of the fee until the bill came and I asked what the mysterious charge was. By this time, 6 of us had said they have to go and that they will just pay it. The other six of us had no where to be so we wanted to get this problem fixed. After going back and forth with this blonde girl, she would not budge and was very rude to us as her customers. She then stated, "Well if you don't pay we will call the cops and call this a "dine and ditch." We went on to try and explain we were not leaving with out paying for our food, so she could not say we were ditching our bill. We were happy to pay for our food, but not for a fee we were not aware of coming into dinner. We obviously wanted to resolve this issue, but Britnie was just making it worse with how she was treating us. She goes on to tell us that we HAD to pay it and thats it.

By this time we are just going back and forth arguing. "Sorry, but we are not paying the fee. We want to speak to the someone higher such as the owners," we said to her. She really starts to get frustrated by this point and starts saying personal things, which obviously was just to try and get to us. We then told her we couldn't believe she was treating her customers this way. After arguing with us a little bit longer she finally gives in, obviously disgruntled, and agrees to call the owners. A few minutes after the blonde had walked away, another stern, but much nicer "manager," who was brunette, walks over asking if she could help. After explaining to her the situation with the blonde girl and the fee on our bill, she asked us what they could do to fix the problem. We asked her to please take the charge off, and we would then pay for what we ordered.

She agreed saying this time they would but next time be aware there would be a charge for an event like this. We agreed and then recommended in the future putting a dry erase board out front making their customers aware of their fee. She agreed and walked away. Thinking it was over, another lady walks up. She claimed she was also a manager when in fact we later found out she didn't even work there and was just friends with the owners. She wanted to help resolve this problem. She said the owners wanted to call the cops but she would not let let that happen. Instead, after hearing our side, she agreed with us and we told her the brunette manager already told us she would comp the fee. So then the third woman walked away under the impression it was all taken care of.

Finally, our original waitress comes back with our fixed bills. We thought the issue was finally being taken care of and we can be on our way. So after we had all paid our bills with no further issues, the third woman came back to our table stating the owners had gone ahead and ordered their bartender to still call the cops. She was very nice and apologetic. Very frustrated at the company and the owners, my cousin throws $30 cash across the table to pay for those of us remaining. We start telling this woman she was great but we would never be coming back. If the owners hadn't gone ahead and called the cops after we paid our bills, we would have been more then happy to spend more UFC fight nights there after knowing about the fee. 

However, It's not over yet. As we start to walk out, the blonde, Britnie, walks back over and tells us again with a snotty attitude "the cops are on their way." The brunette tells her that we paid them the $30.00. But that wasn't good enough for Britnie. Out of no where she proceeds in telling us to get the F**k out of here and don't come back, in front of every customer in there might I add. Frustrated, a couple of us start raising our voices telling her she should loose her job and that she can't treat customers like she has treated us. After telling her we would complain to the BBB, Google, City Search and everywhere else we can think of, it didn't seem to phase this girl. She said in her exact words, "type it up." So here I am, "typing it up." She even called two of the girls in our group, including my wife, b**ches and also got in one of their faces. 

YOU CANNOT RUN A BUSINESS TREATING CUSTOMERS LIKE THIS. Britnie, If you weren't the owners daughter I guarantee you would loose your job for your actions. I hope you are thinking about what you did and how you made your parent's company look in front of their customers. If any of the owners read this, our group deserves an apology (i.e. email or letter.) This girl and the owners of this place have got to be out of their mind if they think they will have a successful business treating their customers like they did. We will never come back and we will make sure we all tell everyone we know about this horrible experience at Legends Bar and Grill.