3 Brasseurs

Ryan

3.0

Update September 15th, 2023: The main supervisor called my mom back & apologized again for what happened & let her know that she got a 25$ refund to her credit card. The owner also commented on the review & was deeply apologetic regarding the situation. Because of that, I’ve updated my rating as well. On Saturday, September 9th, 2023, around 1:10 pm, my family & I went to this 3 Brasseur to have lunch. We were served by Ariana, who gave us an excellent service. She definitely deserved a 15% tip. We had a 50$ gift card, & were going to pay the difference from the bill listed below with the credit card ($74.10). Ariana did not let us see what she was clicking on the pos card reader, & scanned the gift card to use it. She then gave us the new total, as listed on the credit card receipt below ($35.22). The true total before tip was supposed to be $24.10. My mother & I did not realize that she had tipped herself, as she did not ask us if we would like to tip her nor did she let us know that she had tipped herself. Because we didn't know this, we thought that we couldn't tip her on the card reader & wanted to make sure she would get a tip. At first, she was willing to forgo a tip, but then gladly took the cash tip. My mum ended up tipping her twice, giving her 10$ in cash. I realized hours later what the waitress had done, & so my mum called the restaurant to speak to a manager that same day. She asked to speak to a manager & then a man called Benoit (supervisor) answered. When my mum asked if he was the one in charge, he became quiet & hung up the phone. When she told him that he had hung up the phone, he said, "What do you want?" My mum explained to him that, the waitress had tipped herself & received a double tip since we didn't know what she had done, & that my mum was upset about it, since tipping oneself without the permission of a client is illegal. She also emphasized that, how calm & collected she acted when she tipped herself on the pos card reader & when she received the cash tip from my mum. Meaning that, there is the possibility that she has done the same to other clients. Benoit told my mum to call on Monday, because the head supervisor would be in. My mum called on Monday (September 11th) to the restaurant in Brossard & head office in Montreal. She left voicemails on both lines, & left multiple voicemails to the different departments at the head office. Neither line called her back. She called the Brossard restaurant on Tuesday (September 12th), to speak to the head supervisor. A lady called Rachel answered. My mum repeated the same thing to Rachel about what happened, & that she was upset that the waitress tipped herself. Again, she emphasized on the waitress's demeanor when tipping herself & her possibly doing it to other clients. The supervisor's response was that the waitress was new, & couldn't possibly know how to tip herself. The manager did apologize for what happened, but did not admit to the culpability of the waitress. She offered my mum a refund to her credit card either in person, or over the phone. She was only to receive a refund on the tipped amount on the credit card. Since my mum did not want to waste gas over a $11.11 refund, she was forced to give her credit card information over the phone to resolve this issue. This included both front & back numbers, which made her worried that her credit card could be used again. As of September 13th, she has still not received a callback from head office, nor a refund on the tipped amount. Sadly, we will have to avoid returning to this 3 Brasseur.