Canyon Lake Agbu94 said:

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Cannot say that I am a fan of how this woman has been ran through on this. It is one thing to have a public response to a public complaint, but the new specials and drink items seem to villify her a lot more than necessary.

In my 20 years that I was in the restaurant business, if I had responded publicly to a complaint in such a way, or had cameras on people as they ate, then I would have no longer been employed there. I have been out of it long enough and not really paid much attention to cameras focused on dining room tables, but I will. Seems fishy that this entire experience was on camera.

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Times have changed. In the past most people were honest and those that weren't didn't have social media to destroy reputations. Heck, the liars don't need even need social media to destroy a business or individual. Just check out Quo Vadis's thread about a lying kid who got his friend excluded from school for no reason other than the liar was mad that he was losing the video game.

Businesses without cameras are just asking for problems. This restaurant has probably had problems with lying customers before so installed the cameras to protect their employees and business.

Ragnar Danneskjoldd said:

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I know it feels good, but its usually best to just let miserable people be miserable. Their lives are miserable, what you do to respond might make you feel righteous, but they're getting theirs. I can guarantee that woman hates her life.

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She can be miserable without damaging businesses and strangers. Consider the results of her trying to spread her misery just a gentle reminder from polite society to keep her misery to herself and a object lesson to others to not try to destroy others for their own entertainment.

FIDO*98* said:

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Canyon Lake Agbu94 said:

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Seems fishy that this entire experience was on camera.

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Yes. Very odd for a business to have security cameras in this day and age

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Every restaurant that I have ever worked in had ample coverage on all exterior doors, office, cash registers and kitchen areas, but never on the guests dining room. It seems like an invasion of privacy, and it was stated as such by the corporate risk management at the time when I asked them why no coverage. I guess times have changed, but I will be checking out the dining rooms of restaurants that I eat at to see if this is now accepted policy.

I wonder if Herbert's asked all of the guests featured on those videos if they wanted that shared to their social media.

Leggo M said:

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https://www.facebook.com/share/p/tNEoeDcR3NiTbeHx/

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sorry but the wording and phrasing in their response is pretty unprofessional and not very redeeming IMO.

"11:22 Derek brings FREE to-go drink and gives Susan and hubby…………wait for it, wait for it……tan, tan, tan, an itemized receipt! {and the crowd goes wild}."

lol.

Did the child of the owner write this response?

Canyon Lake Agbu94 said:

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FIDO*98* said:

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Canyon Lake Agbu94 said:

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Seems fishy that this entire experience was on camera.

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Yes. Very odd for a business to have security cameras in this day and age

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Every restaurant that I have ever worked in had ample coverage on all exterior doors, office, cash registers and kitchen areas, but never on the guests dining room. It seems like an invasion of privacy, and it was stated as such by the corporate risk management at the time when I asked them why no coverage. I guess times have changed, but I will be checking out the dining rooms of restaurants that I eat at to see if this is now accepted policy.

I wonder if Herbert's asked all of the guests featured on those videos if they wanted that shared to their social media.

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Hi, Susan.

maroon barchetta said:

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Canyon Lake Agbu94 said:

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FIDO*98* said:

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Canyon Lake Agbu94 said:

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Seems fishy that this entire experience was on camera.

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Yes. Very odd for a business to have security cameras in this day and age

---

Every restaurant that I have ever worked in had ample coverage on all exterior doors, office, cash registers and kitchen areas, but never on the guests dining room. It seems like an invasion of privacy, and it was stated as such by the corporate risk management at the time when I asked them why no coverage. I guess times have changed, but I will be checking out the dining rooms of restaurants that I eat at to see if this is now accepted policy.

I wonder if Herbert's asked all of the guests featured on those videos if they wanted that shared to their social media.

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Hi, Susan.

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Hello Herbert's manager. Better get back to work. Lunch shift is about to start.

It is 11:02

I will have the lunch special

Canyon Lake Agbu94 said:

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maroon barchetta said:

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Canyon Lake Agbu94 said:

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FIDO*98* said:

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Canyon Lake Agbu94 said:

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Seems fishy that this entire experience was on camera.

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Yes. Very odd for a business to have security cameras in this day and age

---

Every restaurant that I have ever worked in had ample coverage on all exterior doors, office, cash registers and kitchen areas, but never on the guests dining room. It seems like an invasion of privacy, and it was stated as such by the corporate risk management at the time when I asked them why no coverage. I guess times have changed, but I will be checking out the dining rooms of restaurants that I eat at to see if this is now accepted policy.

I wonder if Herbert's asked all of the guests featured on those videos if they wanted that shared to their social media.

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Hi, Susan.

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Hello Herbert's manager. Better get back to work. Lunch shift is about to start.

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My nephew has it covered.

ME92 said:

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Ragnar Danneskjoldd said:

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I know it feels good, but its usually best to just let miserable people be miserable. Their lives are miserable, what you do to respond might make you feel righteous, but they're getting theirs. I can guarantee that woman hates her life.

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She can be miserable without damaging businesses and strangers. Consider the results of her trying to spread her misery just a gentle reminder from polite society to keep her misery to herself and a object lesson to others to not try to destroy others for their own entertainment.

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Aside from standing up for themselves. I'm sure they knew this would gain some traction, but the amount of free advertising this thing resulted in is unreal.

As of the time of this post. The video has been viewed 2.8 million times. I bet they will be slammed for the few weeks, then the amount of tourists who would have never ventured to that side on town, will remember the post and give them a try next time they vacation in New Braunfels. This will be positive financial bump for them.

Canyon Lake Agbu94 said:

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FIDO*98* said:

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Canyon Lake Agbu94 said:

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Seems fishy that this entire experience was on camera.

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Yes. Very odd for a business to have security cameras in this day and age

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Every restaurant that I have ever worked in had ample coverage on all exterior doors, office, cash registers and kitchen areas, but never on the guests dining room. It seems like an invasion of privacy, and it was stated as such by the corporate risk management at the time when I asked them why no coverage. I guess times have changed, but I will be checking out the dining rooms of restaurants that I eat at to see if this is now accepted policy.

I wonder if Herbert's asked all of the guests featured on those videos if they wanted that shared to their social media.

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You sorta come off as a "Karen"

Aggie Dad 26 said:

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Canyon Lake Agbu94 said:

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FIDO*98* said:

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Canyon Lake Agbu94 said:

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Seems fishy that this entire experience was on camera.

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Yes. Very odd for a business to have security cameras in this day and age

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Every restaurant that I have ever worked in had ample coverage on all exterior doors, office, cash registers and kitchen areas, but never on the guests dining room. It seems like an invasion of privacy, and it was stated as such by the corporate risk management at the time when I asked them why no coverage. I guess times have changed, but I will be checking out the dining rooms of restaurants that I eat at to see if this is now accepted policy.

I wonder if Herbert's asked all of the guests featured on those videos if they wanted that shared to their social media.

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You sorta come off as a "Karen"

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Really? You think so?

I have to admit. I would've thought that people agreed that this seems inappropriate to have cameras in the dining room, or have their face posted on the response to the tune of 2.8 million views. I just returned from lunch at a corporate mexican grill and there were no cameras on the diners as they ate and I doubt that if I complained, they would post the response in such a childish manner.

I guess that I am in the minority here and that makes me a sorta "Karen".

It does, and you are.

Canyon Lake Agbu94 said:

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Aggie Dad 26 said:

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Canyon Lake Agbu94 said:

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FIDO*98* said:

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Canyon Lake Agbu94 said:

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Seems fishy that this entire experience was on camera.

---

Yes. Very odd for a business to have security cameras in this day and age

---

Every restaurant that I have ever worked in had ample coverage on all exterior doors, office, cash registers and kitchen areas, but never on the guests dining room. It seems like an invasion of privacy, and it was stated as such by the corporate risk management at the time when I asked them why no coverage. I guess times have changed, but I will be checking out the dining rooms of restaurants that I eat at to see if this is now accepted policy.

I wonder if Herbert's asked all of the guests featured on those videos if they wanted that shared to their social media.

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You sorta come off as a "Karen"

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Really? You think so?

I have to admit. I would've thought that people agreed that this seems inappropriate to have cameras in the dining room, or have their face posted on the response to the tune of 2.8 million views. I just returned from lunch at a corporate mexican grill and there were no cameras on the diners as they ate and I doubt that if I complained, they would post the response in such a childish manner.

I guess that I am in the minority here and that makes me a sorta "Karen".

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How do you know that there were no cameras on the diners? Seriously, cameras are cheap, small, and easy to hide. I'll bet the vast majority of people can't spot all of the security cameras at the businesses they frequent. Those "Smile, you're on camera" signs are so common that I, and I expect many others, tend to not even notice them.

If you complained, I'll bet you would first speak with the waiter. Then, if that didn't get a satisfactory result, you'd speak with the manager-in-charge, giving him an honest description of the situation and your complaint. Then you'd escalate to the manager, the owner, or corporate and so on. Then you might post an honest review on a review site.

That's because you're a normal person.

This lady isn't a normal person. She hit a local social media page with lies about her visit right out of the gate. She chose the battlefield and the weapons. The restaurant just accepted her challenge and beat her at her own game.

Leggo My Elko said:

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ME92 said:

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Ragnar Danneskjoldd said:

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I know it feels good, but its usually best to just let miserable people be miserable. Their lives are miserable, what you do to respond might make you feel righteous, but they're getting theirs. I can guarantee that woman hates her life.

---

She can be miserable without damaging businesses and strangers. Consider the results of her trying to spread her misery just a gentle reminder from polite society to keep her misery to herself and a object lesson to others to not try to destroy others for their own entertainment.

---

Aside from standing up for themselves. I'm sure they knew this would gain some traction, but the amount of free advertising this thing resulted in is unreal.

As of the time of this post. The video has been viewed 2.8 million times. I bet they will be slammed for the few weeks, then the amount of tourists who would have never ventured to that side on town, will remember the post and give them a try next time they vacation in New Braunfels. This will be positive financial bump for them.

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About 20 years ago Kreuz's Market in Lockhart moved from their old location into a new building. The history of the business is that when the dad died he left the business to the son and the old building to the daughter. There came a point where the brother and sister could not come to terms on a lease, so the son took the business to his new building and the sister started her own BBQ place (Smitty's) in the old building. It was publicized in dramatic fashion in the Austin paper as a family feud. I was never convinced it was a family feud, more like fabricated drama to drum up a rivalry so Austinites would drive down on Saturday, try both BBQ places, and leave some money in Lockhart. Whatever the case, Lockhart has about a half dozen BBQ places and is a BBQ travel destination.

Thank you for the response. I agree that she started it and their response should have finished it. What bothers me about the response was the new drink specials named after Susan and the $10.58 special as well. I would imagine that Susan Hines has been completely bullied from social media and neighbors as a result of the restaurants response. I have been called a Karen because I do not think those secondary responses by the restaurant were warranted.

For the cameras, I was a general manager of two different restaurant chains that refused to put cameras in dining and shopping areas for privacy reasons, and I agree with that. I cannot believe that so many on this thread are accepting of the loss of privacy with these cameras. I can understand high traffic areas such as entrances, work injury areas, and cash management areas, but if the dining room is in bounds, will bathroom cameras be next? When I ate lunch today I looked for cameras. My local chipotle has them plainly visible in the kitchen and cash register area, as well as the back door area. I did not see any of the same type of cameras in the dining area. I suppose that they could be much more discreet with today's technology, but I truly don't think so. Maybe I am wrong there too.

I know that in the time that I was a GM, if I responded to a guest complaint in the manner that Susan was addressed, I would have been terminated.

Canyon Lake Agbu94 said:

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I would imagine that Susan Hines has been completely bullied from social media and neighbors as a result of the restaurants response.

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All because she bullied them on social media.

Leggo My Elko said:

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Canyon Lake Agbu94 said:

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I would imagine that Susan Hines has been completely bullied from social media and neighbors as a result of the restaurants response.

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All because she bullied them on social media.

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Zing!

Aggie Dad 26 said:

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Leggo My Elko said:

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Canyon Lake Agbu94 said:

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I would imagine that Susan Hines has been completely bullied from social media and neighbors as a result of the restaurants response.

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All because she bullied them on social media.

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Zing!

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An eye for an eye?

Canyon Lake Agbu94 said:

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Aggie Dad 26 said:

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Leggo My Elko said:

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Canyon Lake Agbu94 said:

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I would imagine that Susan Hines has been completely bullied from social media and neighbors as a result of the restaurants response.

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All because she bullied them on social media.

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Zing!

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An eye for an eye?

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More like publishing the truth, punishing her for being a liar, and warning everybody else to not trust the liar.

On the whole, it is the most kind thing that can happen to the woman. She has hopefully learned that society won't take her behavior. Too bad her parents didn't teach her that lesson.

the 'no cameras for privacy' argument is stupid - hell i just assume every place these days is rigged like a las vegas casino not only for the establishments own protection (be it for break in's or anything else that may happen during business hours) but for exactly this reason of protecting yourself when someone wants to accuse you of something.

oh no! theyre watching me eat my enchiladas! GMAFB

jetch17 said:

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the 'no cameras for privacy' argument is stupid - hell i just assume every place these days is rigged like a las vegas casino not only for the establishments own protection (be it for break in's or anything else that may happen during business hours) but for exactly this reason of protecting yourself when someone wants to accuse you of something.

oh no! theyre watching me eat my enchiladas! GMAFB

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If I'm in public and not in a hotel room, dressing room, or bathroom I just assume I'm on a surveillance camera. I don't want to think about cameras degenerates put in hotel, dressing, or bathrooms.

In my old neighborhood people had cameras that would announce that you were on video when you walked by on the sidewalk. It made you jump when you were walking early in the morning.

But it comes down to behaving yourself while in public. You act like a fool at home in your own private place but the rest of society doesn't need to see your idiocy.

Surveillance videos in dining areas have been around for a while. I've tried to find surveillance videos of restaurant dining areas but I'm horrible at google. Here are the ones I remember off-hand.

There was the shooting in a Houston taco shop in a strip mall several years ago. The robber was robbing the people and an unidentified dude shoot the robber and walked out.

There was one where a car ran into the shop from the parking lot. (No idea where or when)

There were a couple of "fights at a fast food restaurant counter" types of videos that I think were from surveillance cameras due to the high view point and steady image.

There was a fast food restaurant somewhere between Texas and California that had enough cameras that it had one of those 9 video displaying on one desk monitor set ups. (They had the door open to the manager's office so I could see it. I could make out my image looking through the office door to see my image on the monitor.)

I'm going out for margaritas tonight to see if the local TexMex place has cameras. For research purposes.

Canyon Lake Agbu94 said:

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FIDO*98* said:

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Canyon Lake Agbu94 said:

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Seems fishy that this entire experience was on camera.

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Yes. Very odd for a business to have security cameras in this day and age

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Every restaurant that I have ever worked in had ample coverage on all exterior doors, office, cash registers and kitchen areas, but never on the guests dining room. It seems like an invasion of privacy, and it was stated as such by the corporate risk management at the time when I asked them why no coverage. I guess times have changed, but I will be checking out the dining rooms of restaurants that I eat at to see if this is now accepted policy.

I wonder if Herbert's asked all of the guests featured on those videos if they wanted that shared to their social media.

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Due to the proliferation of smart phones, one should assume cameras are in use at all times from every angle.

I would be willing to bet Susan has a history of making up complaints in order to get free stuff. There is a whole industry out there of complainers and grifters that get gift cards, hand bags, shoes, etc all because they lie and make up stories. Most businesses just send the free item and say "sorry" because it isnt worth the hassle. Kudos for this business for bringing this clown to reality with evidence. I would feel sorry for her but she messed with someone's livelihood. Reviews unfortunately have purchase power now, and when reviewers lie the consequences are real.

VP at Pierce and Pierce said:

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... but she messed with someone's lively hood.

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I wonder if their livelihood is lively in the hood.

Caesar4 said:

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VP at Pierce and Pierce said:

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... but she messed with someone's lively hood.

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I wonder if their livelihood is lively in the hood.

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I got otto-corrected!

Caesar4 said:

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VP at Pierce and Pierce said:

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... but she messed with someone's lively hood.

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I wonder if their livelihood is lively in the hood.

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Hoosegow said:

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Herbert's is nasty and the service usually sucks.

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Food has always been very good and the service quick and friendly. Perhaps they just don't like you.

Possibly... but then again, I've only lived here for 25 years and am stil an auslander.

Canyon Lake Agbu94 said:

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Aggie Dad 26 said:

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Leggo My Elko said:

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Canyon Lake Agbu94 said:

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I would imagine that Susan Hines has been completely bullied from social media and neighbors as a result of the restaurants response.

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All because she bullied them on social media.

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Zing!

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An eye for an eye?

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What are the chances she walks back in there? If she does... what's the chances she tries that non sense again?


She goan lurn

jetch17 said:

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the 'no cameras for privacy' argument is stupid - hell i just assume every place these days is rigged like a las vegas casino not only for the establishments own protection (be it for break in's or anything else that may happen during business hours) but for exactly this reason of protecting yourself when someone wants to accuse you of something.

oh no! theyre watching me eat my enchiladas! GMAFB

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Imagine going out in public.. a place where total strangers go to eat indoors and expecting "privacy"

Exactly. I don't mind people watching me eat. Enjoy the show!

Canyon Lake Agbu94 said:

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Aggie Dad 26 said:

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Leggo My Elko said:

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Canyon Lake Agbu94 said:

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I would imagine that Susan Hines has been completely bullied from social media and neighbors as a result of the restaurants response.

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All because she bullied them on social media.

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Zing!

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An eye for an eye?

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When she lied, in order to make her "experience" appear much worse, Herbert's absolutely deserves the right to bring receipts. She ultimately got what she wanted, discounted lunch special, but she had to go online and use specifics, that weren't accurate, and ultimately got called out for it.

Restaurants have a hard enough time surviving as it is, every review that comes in good and bad has an impact for that business, I am happy that Herbert's corrected her error. While Herbert's is an institution in New Braunfels and San Marcos, they can withstand a bad review or two, but she was so nasty about it, she deserved their response.

She wanted attention.

She got attention.

MelvinUdall said:

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Canyon Lake Agbu94 said:

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Aggie Dad 26 said:

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Leggo My Elko said:

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Canyon Lake Agbu94 said:

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I would imagine that Susan Hines has been completely bullied from social media and neighbors as a result of the restaurants response.

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All because she bullied them on social media.

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Zing!

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An eye for an eye?

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When she lied, in order to make her "experience" appear much worse, Herbert's absolutely deserves the right to bring receipts. She ultimately got what she wanted, discounted lunch special, but she had to go online and use specifics, that weren't accurate, and ultimately got called out for it.

Restaurants have a hard enough time surviving as it is, every review that comes in good and bad has an impact for that business, I am happy that Herbert's corrected her error. While Herbert's is an institution in New Braunfels and San Marcos, they can withstand a bad review or two, but she was so nasty about it, she deserved their response.

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I have read the original post and the response from Herbert's. By the time I looked on the Everything New Braunfels page, the thread was gone, so I do not know anything beyond what was posted in OPs post.

She lied by six minutes about the timing on two occasions, and lied about the cashier's response. In dealing with customer complaints, they often misrepresent items to their benefit.

Several people have responded to my posts and you mention how nasty she was. What did I miss that was so nasty?

The fact that Herbert's has added a Susan drink special and (I believe) a $10.58 special seems to go beyond the required response to me, and shows the restaurant to be petty.

Quote:

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The fact that Herbert's has added a Susan drink special and (I believe) a $10.58 special seems to go beyond the required response to me, and shows the restaurant to be petty.

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Petty? For sure, Yes.
An undeniably profitable business opportunity to sell a ton of cheap drinks for $10.58? For sure, Yes.