Alegria’s Seafood & Mexican Grill

We were very concerned about this customer when she voiced her discontent with her experienceThe server was also upset because he understood that something went wrongThe customer asked to speak with management, so I came forward and asked her how I could help herShe told me that she had ordered a lobster tailAnd she thought that her tail was overpricedI asked her if she was told by her server that it was marketplace priceShe said yes she knew the price was not on the menuI told her that meant the price fluctuates seasonally so we put marketplace because it never stays the sameWhen everything is said and done they get more than pounds of food, pound of that lobster tail pounds of stuffing and all the sidesShe then told me she had only wanted a tail and she did not want any toppings or sidesShe told me she got limes instead of lemonsI asked her if she would like me to discount the bill and asked her if she wanted to return the food to the back and I would just charge her for the tail she wantedShe said she ate everything alreadyI told her I'd give her a $discount or $cashShe said whatever I wanted to doShe further explained she thought her server didn't understand enough EnglishAnd she didn't want to get him in troubleI could understand a mistake once in awhile as lime and lemon is the same word in Spanish and we don't serve lemons with our meals only limesAnd English is his second languageBut he served with us for over year and has gotten plenty of people who compliment him on his service( I did not say this to her)I did fact say that she should ask for management anytime there's a problem right away so that we can fix it because at the end of meal, after everything has they've already eaten and paid, it's harder to make her stay pleasant, and her feel like we gave her good serviceAt that point she said she just wanted to go and she didI apologize if she had a bad experience, we will be more careful to make sure our customers understand how market pricing works and I hope that we can reach a mutual understanding

We were very concerned about this customer when she voiced her discontent with her experience The server was also upset because he understood that something went wrongThe customer asked to speak with management, so I came forward and asked her how I could help her She told me that she had ordered a lobster tailAnd she thought that her tail was overpricedI asked her if she was told by her server that it was marketplace priceShe said yes she knew the price was not on the menu. I told her that meant the price fluctuates seasonally so we put marketplace because it never stays the sameWhen everything is said and done they get more than pounds of food, pound of that lobster tail pounds of stuffing and all the sides. She then told me she had only wanted a tail and she did not want any toppings or sidesShe told me she got limes instead of lemons I asked her if she would like me to discount the bill and asked her if she wanted to return the food to the back and I would just charge her for the tail she wantedShe said she ate everything alreadyI told her I'd give her a $discount or $cashShe said whatever I wanted to doShe further explained she thought her server didn't understand enough EnglishAnd she didn't want to get him in troubleI could understand a mistake once in awhile as lime and lemon is the same word in Spanish and we don't serve lemons with our meals only limesAnd English is his second languageBut he served with us for over year and has gotten plenty of people who compliment him on his service( I did not say this to her)We hire multilingual /bilingual servers as much as possible, and we have a non-discriminatory way of hiring which allows people who would not be allowed to work in another situations to do their best, pass our test, and be a server here at Alegrias Which can cause hiccups in the learning curve at times, we went from a 95% Latino customer base to to a solid mix all different cultures coming to our restaurant Which also is causing some growing pains that we're working on, I always tell our servers to better their best, and that that is all I can ask of them On another note, I did fact say that she should ask for management anytime there's a problem right away so that we can fix it because at the end of meal, after everything has been eaten, and they've already paid, it's harder to make her stay pleasant, and for her to feel like we gave her good service At that point she said she just wanted to go and she did I apologize if she had a bad experience, we will be more careful to make sure our customers understand how market pricing works and I hope that we can reach a mutual understanding According to the market value we are not overprice our customers, in fact on most of our products we undercut our competition We offer more seafood, larger tacos, and larger portions for similar pricing of other companiesI am not able to put the pricing on the menu because sometimes the price goes so high we would literally pay customers to eat our food sometimes during the yearWhich would result in us closing and being able to offer nothing We do want happy customers, we make from scratch, every day, fresh food, and we try to get the food as close to the date that we're serving it as possibleThis high-quality is what makes our food taste so goodThat does come at a price, which we try to absorb as much as Possible We are a niche mom and pop business and we cannot do some things that large companies can do yetWe can't make new menus every month that is why we use the phrase "market pricing" in our menus I certainly will talk with our staff, and already have spoken to our staff about what to do with market pricing every monthAnd with every employee that enters the businessAgain we are sorry that someone was discontented with our service and we will do our best to be better We will better our best, I will make sure we do better thank you

We were very concerned about this customer when she voiced her discontent with her experience. The server was also upset because he understood that something went wrong. The customer asked to speak with management, so I came forward and asked her how I could help her. She told me that she had...

ordered a lobster tail. And she thought that her tail was overpriced. I asked her if she was told by her server that it was marketplace price. She said yes she knew the price was not on the menu. I told her that meant the price fluctuates seasonally so we put marketplace because it never stays the same. When everything is said and done they get more than 3 pounds of food, 1 pound of that lobster tail 2 pounds of stuffing and all the sides. She then told me she had only wanted a tail and she did not want any toppings or sides. She told me she got limes instead of lemons. I asked her if she would like me to discount the bill and asked her if she wanted to return the food to the back and I would just charge her for the tail she wanted. She said she ate everything already. I told her I'd give her a $10 discount or $10 cash. She said whatever I wanted to do. She further explained she thought her server didn't understand enough English. And she didn't want to get him in trouble. I could understand a mistake once in awhile as lime and lemon is the same word in Spanish and we don't serve lemons with our meals only limes. And English is his second language. But he served with us for over year and has gotten plenty of people who compliment him on his service. ( I did not say this to her). I did fact say that she should ask for management anytime there's a problem right away so that we can fix it because at the end of meal, after everything has they've already eaten and paid, it's harder to make her stay pleasant, and her feel like we gave her good service. At that point she said she just wanted to go and she did. I apologize if she had a bad experience, we will be more careful to make sure our customers understand how market pricing works and I hope that we can reach a mutual understanding.