Often when we hear about a business’ response to a customer complaint spreading furiously on social media, it’s because people are shocked by the company’s response or because someone who works there was perhaps inappropriate in their reply. But when the manager of an Indianapolis bar replied on Facebook to a patron who slammed the establishment for ignoring her party’s questions about the bill to deal with an “overdosed junkie” — in reality, an elderly woman who had a heart attack — the Internet seemed quite pleased.
Kilroy’s Bar and Grill Downtown has been in the social media spotlight after an angry customer posted a review on Facebook after New Year’s Eve, reports The Indianapolis Star. The women said that she won’t go back “after the way we were treated when we spent $700+ and having our meal ruined by watching a dead person being wheeled out from an overdose,” according to screenshots of the post, which has since been taken down, along with the woman’s Facebook profile.
She wrote that her group was attempting to talk to manager to clear up their bill, and that the worker screamed and walked away, telling them that “someone dying was was more important then us being there making us feel like your business didn’t matter.”
“But I guess allowing a Junkie in the building to overdose on your property is more important that paying customers who are spending a lot of money!!” the patron wrote.
Kilroy’s managing partner replied in a post that again, has now been taken down, to address her complaints.
“The ‘overdosing junkie’ that you speak of was a 70+ year old woman who had a heart attack. Thankfully she was finally revived at the hospital and survived. It sounds like you were very concerned about her so I thought you should know,” he wrote, adding, “But I can completely understand why you think being intoxicated jerks who didn’t understand your bill should take priority over a human life.”
He added that the party’s server doesn’t curse, thanking them for making her cry on such a busy night.
“I’m sure she really enjoyed working on New Year’s Eve just to deal with people such as yourself,” Burton added.
As for the customer’s pledge never to return, he’s cool with that.
“But honestly, I’m glad to hear you won’t be coming back to Kilroy’s because we wouldn’t want anyone as cold hearted and nasty as you returning,” he wrote.
The bar’s page has received an outpouring of support from around the world for how the manager handled the complaint, though it’s asked people not to send mean messages to anyone who may have the same name as the complainer. Kilroy’s has also set up a crowdfunding page for the heart attack victim’s medical bills.
“The lady survived but has a long way to go. Let’s help them out!” Kilroy’s wrote.
Kilroy’s goes viral after response to angry customer [Indy Star]