3 Margaritas

Initial Business Response /* (1000, 5, 2015/05/22) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@hotmail.com
I am [redacted] the owner of 3 Margaritas, they guy who the lady described as the "manager" of the establishment. Luckily for me the lady...

filing this complaint was sitting in front of one of our 8 HD Cameras that film everything that happens in this restaurant. And we have her on video when she was eating and when she was paying. Which could further clear any confusion down the road.
As I was coming into work I saw one of workers pouring some of our new Ultra Premium Freshly Squeezed Margaritas. We have 8 different recipes and types of Margaritas on that Category. As the lady correctly pointed out I realized that the Margaritas looked slightly more orange than usual but sometimes it just happens without a reason. My best guess is that the employee preparing them had accidentally poured an extra shot of orange juice into each of the 3 margaritas that the ladies ordered. The ladies complained about the margaritas tasting too much like orange. The server promptly took them back and I personally put more lime juice, tequila Grand Marnier and agave nectar to offset the orange flavor. I sent the margaritas back with the server and told him to make sure they were happy with the taste and if not that we will make a fresh batch so that they were happy. He asked the ladies to try them which they did and they said they now tasted good. They all finished their margaritas and one of them had about 1/4 of her margarita left when I checked on them. If they would have complained about the Margaritas being too concentrated and sent them immediately back with the waiter I would have understood. But the claim that they were watered down is inaccurate and that they tasted horrible too. Same with the food. They finished both of the Quesadilla Plates that they ordered. You can't drink and eat everything you are served and later come back and complain about it being bad.
As the lady also failed to mentioned I prepared them a different recipe of our list of Freshly Squeezed Margaritas and brought them 3 Margaritas on the House(Free) which were 18oz each. (Our Freshly Squeezed Margaritas are one size only 27oz.) Even though they drink the FIRST ROUND and ate all their food, I love being generous and make sure that our customers get the best possible experience. I explained them that these margaritas were made with Dos Lunas Tequila rather than the Patron tequila from the original round. I also told them this was my favorite tequila and that it had a much better flavor. I asked them to try them and they all agreed this version of our Ultra Premium Margaritas tasted better. On that round itself I was giving them $36 worth of Free Drinks (Two 27oz Margaritas splitted on 3 cups). Once again they all finished the round of Margaritas and by now they had spent more than 2 hours on our restaurant (hardly the case when you are having a "terrible" experience with the worst possible service and "watered down" margaritas. I told them their satisfaction was very important to me and that next time they should order their margaritas with Dos Lunas rather than Patron because the flavor at least in my opinion is better even though both are great Margaritas. They were all laughing and having a good time. I really enjoyed talking to them and they seem to me like very enjoyable people with a very refined taste.
I want to make a pause here and say the following: Mistakes happen on every restaurant. I have got drinks that don't taste right and I send them back for them to get them right. Once they are right and I drink them I can't later complain that they actually weren't right even though I said they were now right. And those times they weren't right the restaurants I have been to they only offered an apology and nothing complementary. I went beyond my line of duty by bringing $36 dollars worth of Free Drinks to them. I owed them nothing except to make those Margaritas they first ordered right. The moment they drink them I had no more duty to them. I could have easily ignored the situation after the mistake was taken care of. But me being a caring and loving person went beyond my line of duty to make things more than right for them.
The problem started when they wanted a yet 3rd round of Margaritas. They had purchased a [redacted] which entitled them to 4 Ultra Premium Margaritas and 2 appetizers. They had already ordered 3 Ultra Premium 27 oz Margaritas and they had 1 more left. I had also given them 3 complimentary 18oz Ultra Premium Margaritas. (54 oz)
They told me that if they could use their 4th Margarita (27oz) available on their [redacted] in exchange for 3 18oz Margaritas 54oz. I told them no. I told them I could charge them for one more Ultra Premium Margarita (which the menu clearly states is ONE SIZE ONLY) and then split it into 3 cups. Then they said I should do that for them because the first round was really bad and that I had to do that for them. I explained to them that I had already fix the problem and that I had also given them a complimentary round. Then they agreed for me to charge them for an extra Margarita and split it into 3 cups. They once again said it was really good and they finished them except for one lady who left about 1/4 of her cup.
Then they proceeded to pay and she handed over her phone so that the cashier will redeem her [redacted]. (She willingly handed a [redacted] which she had on her phone. She wasn't coerced, or forced to do so and we have it on video.) Then she said that there was a mistake on the check that they were being charged for an extra Margarita. I proceeded to handle the situation personally since I was the one that explained that I was going to charge them for the additional Margarita and then split it into 3 cups. Now they were refusing to want to pay for it even though this wasn't a surprise charge. I clearly explained what I was doing before preparing any more drinks for them. They weren't cheated or caught off guard in ANY WAY. Then they said I should only be charging them for a small size Margarita even though the menu clearly states that we only offer them on ONE SIZE. They had one 27oz margarita left on her [redacted] and they got charged for one 27oz margarita and then I splitted it into 3 18oz cups. They got what they paid for and much more.
I advise the complainer to go to their local store and buy one bottle of Patron, one bottle of agave nectar, one bottle of Grand Marnier, 21 limes, one quart of orange juice, one bottle of Countreau and one of triple sec. Then add up the cost. Should be close to $180. And a good chunk of those ingredients is what you consumed. So for $79 dollars that you paid you got more than a bargain for what you got. You got $150 dollars of products on our regular price. [redacted] takes 40% of the price you paid so we offered. So we gave you $150 dollars worth of drinks and food and we got only $57 in total because of [redacted]'s commission. Not even enough to cover my cost on those drinks and the food. I wasn't just going to give any further discounts.
We are a family business. My dad is 71 years old and still works every day because he doesn't has social security and he lost his house and retirement income when he was 66. The server that you didn't tip even though he took great care of you supports his disabled parents and 3 daughters that he has. You were very cruel at taking your anger on him.
Even more sad is that you use such a respectable tool as the Revdex.com to try to take advantage of a family owned business. We at 3 Margaritas are generous because we once didn't had a place to live, we were homeless and we were living paycheck to paycheck. If you want some free food or are having trouble meeting your financial needs you can contact me at the restaurant and I will be more than willing to either give you some free food or offering you a job. Just don't try to free things that by manipulating the truth and exaggerating things to your convenience. Just speak the truth and great things always happen!
I hope somehow you could see things through my eyes and see how much effort I put to make sure you had a good experience. To personally make you drinks. Going and talking personally to you and your friends. Going beyond my line of duty.
We won't move from our original position. If you believe [redacted] can help you, you can contact them directly. I wish you the best. And I hope your family never goes through any serving jobs where they live off from tips and had to deal with customers who don't leave tips.