Indianapolis bar’s response to customer’s complaint about ‘ruined’ New Year’s Eve goes viral

INDIANAPOLIS, Ind. (Jan. 4, 2015) – A woman suffered a heart attack during a New Year’s Eve celebration at a downtown Indianapolis bar, but a customer’s complaint about the response fueled a social media firestorm.

According to a manager at Kilroy’s, a 70-year-old woman suffered the heart attack while celebrating with her family. A customer named Holly took to Facebook to complain that the response to the event ruined her holiday celebration. The woman said she believed someone had suffered a drug overdose and was miffed that the wait staff wasn’t attentive to her and her guests:

“I will never go back to this location for New Year’s Eve!!! 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 my night has been ruined!!! Every year we have come to Kilroys to enjoy New Years Eve and tonight we were screamed at and had the manager walk away from use while (we) were trying to figure out our bill being messed up. The manager also told us someone dying was more important then us being there making us feel like our business didn’t matter, but I guess allowing a Junkie in the building to overdose on your property is more important then paying customers who are spending a lot of money!! Our waitress when we were trying to ask about our bill being messed up also said “what do you want me to do (expletive) pay your bill for you?” What a great way to talk to a paying customer! I get that working on New Years Eve (is) stressful but being a complete (expletive) to us all night knowing you get an automatic gratuity is not right!!!”

A manager named Chris Burton replied to the woman’s post and clarified that the woman had not, in fact, suffered a drug overdose but had a heart attack. He offered some harsh words for her:

First of all, the “overdosing junkie” that you speak of was a 70-year-old woman who had a heart attack. Thankfully she was revived at the hospital and survived. It sounds like you were very concerned about her so I thought you should know. This poor lady, who was celebrating New Year’s Eve with her husband and son, had to be placed on the floor of a completely packed bar and have her shirt removed in front of everyone so the paramedics could work on her.

But I completely understand why you think being intoxicated (expletive) that didn’t understand your bill should take priority over a human life. I especially appreciate you making your server (who doesn’t curse) cry as well. I’m sure she really enjoyed working on New Year’s Eve just to deal with people such as yourself. I personally had to leave a show to take a phone call from an emotional manager telling me someone died at Kilroy’s and that other employees were not doing so well dealing with this. (At the time they didn’t know that she was going to make it.) So I understand how inconvenient this was for your night.

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. I appreciate anyone who chooses to spend their money at Kilroy’s until they act like you. You can take your money anywhere else after that, and I won’t lose a second of sleep over it. Happy New Year!

In a follow up post, Kilroy’s said the woman survived but still has a long way to go and encouraged customers to support her recovery. The bar also said there were several people with the woman’s name on Facebook and asked people not to send hateful messages to them, adding that the woman who made the original post has taken down her Facebook profile.

In an interview with FOX59, Burton said about his post, “I was really just posting something for my friends to read and have a laugh at or see some of the stuff that we have to deal with in this business and it took off.”

“I like to stick up for my employees, my managers, so I was ready to do that after reading her comment,” he said.

Burton’s response is gaining him a lot of popularity online and in person.

“We were trying to decide what kind of bar we should go to and I was like we should just go to Kilroy’s because it’s just been buzzing,” said Kilroy’s customer, Connor McCormick.

Serenity Salon in Fishers, where the woman works, has been inundated with negative comments since the story came to light. The salon issued a statement on its Facebook page, saying:

Serenity Salon is aware of the most recent negative publicity surrounding one of our Booth Rent Stylist. The posting to Kilroy’s Facebook page, allegedly by one of our Booth Rent Stylist, in no way represents the views of Serenity Salon or any of our staff. We are saddened by the events that took place that evening and will continue to pray for the women who suffered a heart attack at this establishment on New Year’s Eve. This was not a company event and no other persons from Serenity Salon were present. This was the actions of one person and again do not reflect our views at Serenity Salon. We take our reputation seriously and this does not align with our code of conduct or the expectations we have for our Staff, Booth renters or any members of our team. Serenity Salon will deal with this matter internally and take whatever actions deemed necessary. We appreciate all the comments both positive and negative in this matter. Serenity respectfully request that you keep your reviews and post about our customer service and services that you have received in our Salon. Thank you for all your understanding in this matter.

When asked what he thought about the backlash Jones was receiving via social media, Burton said, “She’s definitely gotten more than she probably deserved. Said something really stupid, I’m sure she’s not that bad of a person, people are going after her, her employer, trying to get her fired and things.”


Filed in: News

Suggest a correction
Follow

Get every new post delivered to your Inbox.

Join 2,905 other followers