Mamma Maria's Restaurant

First, we would like to apologize for the mistake made in regards to the catering order placed with Mamma Maria’s. Our goal is to provide the highest quality food to our patrons, while ensuring they are satisfied with their meal. Our whole team is upset that we were not able to provide...

this. That being said, we were not given the opportunity to correct our misunderstanding. There was an honest miscommunication in the order that was placed. Not all of the items desired were taken down when placing the order and therefore they were not made. The catering order was picked up one evening and a call was made four days later stating not all of the items were received. If that call would have been made the same night the order was picked up, someone from the staff would have personally delivered the missing items right at that moment to rectify the situation. Unfortunately, we were not given that opportunity as were not enlighten to the mistake till after four days had passed. We would like to also note that the customers were only charged what items they received; they did not pay for anything they did not receive. When we learned of the mistake and the formal compliant that was filed, we refunded the patrons their entire bill for the catering order. We hope this will show how serious we take this complaint and that customer satisfaction is of the utmost importance to us all at Mamma Maria’s. We can assure all future catering orders will not have this problem again.

Review: I had placed an order with [redacted] for Chicken Alfredo and for Baked Spaghetti with meat sauce, he had indicated that he would do so and give us the bread sticks. We were feeding 30 people, as it was our children's high school graduation.

On Friday when I husband picked up our food, no bread sticks, and no meat sauce with the spaghetti.

I called [redacted] on Tuesday June 14, 2016 and told him that I was disappointed and I asked him if he would please refund some of what we had paid, considering we paid $273.92. Hee said he would make it up next time.Desired Settlement: I would like to be refunded 50% of what we paid. I did not get what I ordered.

Business

Response:

First, we would like to apologize for the mistake made in regards to the catering order placed with Mamma Maria’s. Our goal is to provide the highest quality food to our patrons, while ensuring they are satisfied with their meal. Our whole team is upset that we were not able to provide this. That being said, we were not given the opportunity to correct our misunderstanding. There was an honest miscommunication in the order that was placed. Not all of the items desired were taken down when placing the order and therefore they were not made. The catering order was picked up one evening and a call was made four days later stating not all of the items were received. If that call would have been made the same night the order was picked up, someone from the staff would have personally delivered the missing items right at that moment to rectify the situation. Unfortunately, we were not given that opportunity as were not enlighten to the mistake till after four days had passed. We would like to also note that the customers were only charged what items they received; they did not pay for anything they did not receive. When we learned of the mistake and the formal compliant that was filed, we refunded the patrons their entire bill for the catering order. We hope this will show how serious we take this complaint and that customer satisfaction is of the utmost importance to us all at Mamma Maria’s. We can assure all future catering orders will not have this problem again.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,