Spice Thai Cuisine

Initial Business Response /* (1000, 8, 2015/05/05) */
Spice Café has refunded the error amount of $4 to Mr. [redacted]. It was always Mr. [redacted] s intention to try to use any mean available to him to get free meal even though he said it himself that he liked the food as you can see in the...

corresponding email below. He ordered the food on Thursday and contacted us via email on Saturday evening stating the wrong location (as seen on the email). This prevented us to investigate the error. We credited the differences even before we could find out what was going on. As you can see in the email, he had threaten to get his whole bill refunded at that point or he would deframe us without hearing what the story was. For someone like Mr. [redacted], we certainly do not wish to have him come back to our restaurant.
We could have this whole thing go away but we don't believe that it 's right to give in to Mr. [redacted] s threat. This will encourage him to do it to other small honest businesses. Our regular customers consists of many local law enforcement personal and city officials, it d be so suicidal to try to make an additional $4 from what Mr. [redacted] just described. Please see below for email correspondence between Spice and Mr. [redacted]
Subject: Re: Credit Card Charge
From: [redacted]
To: [email protected];


Date: Wednesday, April 15, 2015 10:02 PM
Nice story. Like I said before - we both know that is not what happened. Your team added a tip when I chose not to tip on a takeout order. They hoped I wouldn't notice. I noticed.
If you think reversing the $4 charge will make this go away, you are wrong.
What will be you doing to make this right?
On Wed, Apr 15, 2015 at 9:17 PM, spicethaimn wrote:
It was a mistake of our host. There was a $4 tip on another take out order that was mistakenly put on your ticket. This is the 1st time it happen to us. So, I don t think it is intentionally. We have put in a procedure to have all tips input reviewed against the total as well as communicate this error to all our front line personnal to prevent this from happening in the future.
-------- Original message --------
From: [redacted]
Date:04/15/2015 5:58 PM (GMT-06:00)
To: spicethaimn
Subject: Re: Credit Card Charge
Hello-
Just checking in to see what you found when you looked through the charge slips for the Lakeville cafe.
Thanks
On Tue, Apr 14, 2015 at 5:11 AM, wrote:
[redacted],
I did not imply that you tipped on the email below. As stated, we will investigate the discrepancy of the charges at Spice Cafe today as it was closed yesterday. I just want to credit the different to make you whole as a start. If indeed, the difference was input as tip without your consent, we have a bigger issue that we have to deal with internally as we are not condoning this type of behavior. I don t have any story or excuse to tell you at this point. If you feel that you need to write a review about your experience or file any complain, it is your right to do so. That action should not be used as a threat to get the free meal. We glad that you like the food and appreciate you give us a try.
Sent from Surface
From: [redacted]
Sent: Monday, April 13, 2015 10:16 PM
To: spicethaimn
Hello-
I do not tip for takeout orders as a general rule. I draw a line through the tip space to indicate that I will not be tipping. I believe the $4 was intentionally added to my bill. That's theft - plain and simple.
Crediting $4 will not be sufficient. I want the entire charge reversed. I should not have to be vigilant to ensure people don't abuse the tip line.
If you do not agree to reverse the entire charge, I will be disputing the charge with my bank, filing a Revdex.com complaint, and posting a review about my experience on Yelp and Google.
I don't want to hear some story about 'mis-keying' a 7 instead of a 3. We both know it wasn't a mistake. Own up to it. Reverse the charge - and make sure your employees stop doing this.
The biggest shame is that I love your food. Truly love it.
-[redacted]
On Mon, Apr 13, 2015 at 9:54 PM, spicethaimn wrote:
Hi [redacted],
Per your attached, it looked like the transaction was made at Spice cafe in Lakeville not our Savage/Burnsville location. That might be why I could not find it on our report. We will look into Spice Cafe record tomorrow when they open. In the mean time, per your order stated below, the total charge should only be $33.99. We ll credit $4 to your credit card account.
Regards
Sent from my Verizon Wireless 4G LTE smartphone
-------- Original message --------
From: [redacted]
Date:04/13/2015 5:30 PM (GMT-06:00)
To: spicethaimn
Subject: Re: Credit Card Charge
Hello-
I only use one card for daily purchases. It ends in 4942. The meal was purchased on Thursday evening but hit my account on Friday. Please see the attached screenshot below from my bank statement.
Inline image 1
On Mon, Apr 13, 2015 at 11:26 AM, spicethaimn wrote:
Hi [redacted],
We tried to locate the credit card transactions in the amount of 37.99 on our system on Thur 4/9 and Fri 4/10 and did not fine any charge match that amount. We tried to search for the card using 4 digit of the card number you provided and nothing came up. Is it possible that you use different credit card. If it is, please let us know. We would like to investigate to ensure that you did not get over charge.
Regards,
Sent from my Verizon Wireless 4G LTE smartphone
-------- Original message --------
From: [redacted]
Date:04/11/2015 8:00 PM (GMT-06:00)
To: [email protected]
Subject: Credit Card Charge
Hello-
I had a takeout order on Thursday evening from the Burnsville store.
I just noticed the credit card charge and I believe it is higher than what I signed for.
This was my order:
-Red noodle curry - vegetable
-Tamarind Chicken
-Fried Spring rolls
-Cream cheese puffs
My name is [redacted]. The charge in question is $37.99 on 4/10/15.
Thanks.
-[redacted]
Initial Consumer Rebuttal /* (3000, 11, 2015/05/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Let's review the facts that we agree on: The owner admits his employees overcharged me. The charge was only reversed when I noticed and notified the business. The reason given - a tip was added to my bill that was supposed to be added to another bill.
I'm not sure why the owner of Spice is resorting to name calling when his employees caused this incident; either through negligence or wrongdoing. I don't need free meals. I do expect companies to treat customers the way they want to treated.
I'd be curious how the owner would feel if the tables were turned. Maybe tonight he'll count down that cash register and discover $20 is missing. When he asks his employee about it - the employee suddenly remembers he found a $20 bill on the floor, stuck it in his pocket and simply forgot to put it back in the till. "Of course," the owner will say, "that's obviously what happened!"
I hope your employees never overcharge another customer, Spice. But if they do - and if it's another case of a tip "accidentally" getting applied to the wrong order, I hope that person notices and files a second Revdex.com complaint. Can't wait to hear what tale you'll spin then...
Final Business Response /* (4000, 13, 2015/05/17) */
First, if the table are turned, I would not assume that everyone was a crook and trying to go out of the way cheat others. Second, we never resort to name calling in any of our correspondence. Third, I am not sure what you want for closure. We told you after a careful investigation that someone in our organization made an unintentional error of $4. We have taken the step to prevent the future mishaps.

Mr. [redacted] party of 5 made a reservation for 5 people at 5PM. The reservation was made by a woman named Anita from a phone number ###-###-####. Yes, they ordered 1 toru soup, 2 cups of tom ka soup with vegetables, 4 of our specials; Duck Garlic, Pad Ped Squid, Duck Basil,...

Crispy Whole Flounder with ginger sauce, and an Udon Kee Mao with Shrimp. They requested no sugar and to steam all vegetables that came with the dishes. We obliged with no extra charges. We are BYOB and we did not charge them Cork Fee. At the end of their meal when the check was given to them, Mr [redacted] started arguing with my waitstaff about the food not being good at all and complained repeatedly about whole flounder. In comparison to the other whole fish (snapper) that we have on the menu, it is know that the flounder has less meat than the snapper and it said in the menu, Crispy Fried Whole Fish. It means simply, it is deep fried and crispy. I was just on my way to the restaurant when my staff called me about what was going on. I suggested for them to call me on my house phone and will talk to the customer and afterwards, will come to the restaurant asap. Mr. [redacted] was very vocal about his complaints and we had a full house of customers around that time. Finally when the phone was given to him, I asked what seemed to be the problem. He was demanding to take out the fish from the bill and adding we must have fried 3 times because it was too crispy and had not much meat. I said we did not fry it 3 times and the flounder was prepared deep fried and crispy and that was in the menu. His reply was 'you are very arrogant and you will be sorry for this'. He again repeatedly saying 'i would not have prepared or cooked it that way'. I responded 'that's how we cook and prepare it and if you are so particularly wanting it the way you would have prepared it, why order it outside. He again said I was arrogant and will be sorry for it. He then said 'he will send someone/inspector to the restaurant the next day which I replied we are closed tomorrow. He said again 'you'll be sorry but will send someone tomorrow. And he repeated it again that I will be sorry. That was a threat!!! I called the police and explained the situation . The dispatcher sent a police car to the restaurant and they were asked to pay. By the time I got there, the party and the police were gone. I decided to call the police department again to make sure that on the report, Mr. [redacted] threatened to send someone at the restaurant and considered one of this threats as a personal one. In the past, the police department made it clear that when a customer refuses to pay a bill to call them because that is considered stealing. The other thing that I mentioned to him over the phone was 'why did they not say anything when the food was served and not until the bill was given to them. Again, he called me arrogant and said I will be sorry. On the report you sent me, it said 'Mr. [redacted] remarked that 'we have the worst french fries he ever tasted'. We do not have and serve french fries. I only called the Police after he said he will call the police and after, he threatened me. Btw, the police department should have a copy of the report.

Complaint: [redacted]
I am rejecting this response because:
1. I did notify waitress about the fish being over-fried. She refused to take it back. 2. I NEVER said that I will call police!. I did said that I will call inspectors. And they should come!3. The flounder had NO MEAT at all. Just fried bones!!!! That is what I called "french fries". 4. I did say that I will pay the bill and it was NO REASON what so ever to call police. For WHAT????This is absolutely ridiculous!As a matter of fact: my wife also did not like her dish and again the waitress refused to take it back.This is the worst service I have ever seeing and I do not see ANY excuses for what happened.
Regards,
[redacted]