Ben J.
Yelp
I have been going to Luke's for many years. The service people are nice, the food is generally pretty good - especially the burgers. But recently I had a very upsetting experience. Some months ago I paid for a dinner for two, and the bill was $135, including the tip. I happened to spot the charge when the credi card bill showed up, and it was $155. I thought it was some simple error. Some time later, when i was back at Luke's, I remembered to pull out that charge and bring it with me. I showed this to the manager. She saw the discrepancy and said she would show it to the owner, who was due to come in. While I was having dinner, the owner came in. I know the manager showed the charge slip and the credit card charge to the owner. He did not come over. He stayed away. When i asked the manager, she confirmed that he had seen it, and she looked uncomfortable. I gave her my name, phone number and email, and simply said "just have him call me." As we left the restaurant, he clearly and deliberately avoided looking at us.
This is a lose-lose. The $20 is besides the point. If it was a error, he should have immediately addressed it. That's just ordinary good customer service. But if it was NOT a mistake, well - need I say more.
It has now been about two weeks that I was there. I will not go back there, and I will make sure that people I know will hear this story.