Brother Marcus Restauarnt Scam?

TeaAndCrumpets

Update - the company has responded to our query and said it was an error caused by a malfunction they were experiencing that weekend, that this has never happened before and they are very sorry.

Not sure whether to believe them and drop this or still report..?

user1977

So are they giving everyone their money back?

Aylesbury_Duck

https://forums.moneysavingexpert.com/discussion/comment/82007834#Comment_82007834

I'd report it. There's enough evidence to suggest it happened in at least two locations and that they made up reasons rather than accept something was wrong. Frankly, I don't believe it was limited to one location for one weekend. Why is this latest explanation any more plausible than the one they gave at the time?

oldernonethewiser

Report.

What malfunction?

As already asked, are they contacting everyone affected by this "malfunction" and refunding them?

Okell

https://forums.moneysavingexpert.com/discussion/comment/82007836#Comment_82007836

https://forums.moneysavingexpert.com/discussion/comment/82007855#Comment_82007855

https://forums.moneysavingexpert.com/discussion/comment/82007858#Comment_82007858

Definitely report it

Now they've admitted it you can go to CAB/Trading Standards and the Competition and Markets Authority and report that they have been systematically overcharging people with a bogus "tax" charge that staff have been representing that everybody has to pay

It's fraud.

sheramber

https://forums.moneysavingexpert.com/discussion/comment/82007834#Comment_82007834

it the staff were told to say it what all restaurants did?

la531983

https://forums.moneysavingexpert.com/discussion/comment/82007834#Comment_82007834

I mean till malfunctions happen, thats fair enough, but what sticks in my craw here is the explanation by staff. I would be pushing as to why staff were insistent it was "normal" and will they be refunding everyone.

MyRealNameToo

https://forums.moneysavingexpert.com/discussion/comment/82007858#Comment_82007858

How do you expect them to contact walk ins where all they have is a card number at best and potentially not even that?

Jumblebumble

https://forums.moneysavingexpert.com/discussion/comment/82008186#Comment_82008186

I suspect that you are never going to get an answer to why their staff did what they did.

I can see no upside for them to spend time debating this with you.

MyRealNameToo

https://forums.moneysavingexpert.com/discussion/comment/82008243#Comment_82008243

Minimum wage staff, minimal training, dont look at the receipts normally, not told there is an IT change happening (most likely cause of the issue) and so just trying to shut the customer up and get on to the next one.

You see it in call centres all the time, left field question, agent hasn't been given a stock answer to give, they can either put the customer on hold for 10 minutes waiting to speak to a manager and therefore receive no commission that day for missing their KPIs on AHT or they can fob the customer off with what they believe the answer is and move onto the next caller