This customer purchased our 3-Meat Mixed plate (2 pieces of beef short ribs, hawaiian bbq chicken and teriyaki beef). All plates come with 2 scoops of rice, macaroni salad and mixed green salad for $13.99. He also ordered our refreshing island drink (otai) which was $3. The total with tax was...
$18.39. We received a call from him the NEXT DAY stating he purchased an order the day before and he put his plate in the microwave and the beef short ribs were too tough and he couldn't chew because of his "bad teeth" and asked for a refund. Customer stated several times to my employee that he didn't eat anything on the plate when asking for a refund. My employee handed me the phone and I apologized to him about his experience and advised him that the food is best to eat fresh off the grill the day of purchase and that if he put it in the microwave more than likely it wouldn't have the same texture depending on how long it was in the microwave for. He also stated that "the chicken was good" which tells me he did eat something on the plate. I found it odd that he would call the day after purchasing for a refund. I would have definitely handled this incident differently if he had dined in and complained or even called the same day. I would also like to add that while on the phone not once did he mention anything about food smelling bad or spoiled like he commented on his complaint. If "the chicken was good", it is cooked with the same sauce we cook our beef short ribs with. What he ordered happens to be one of our customer favorites that many return for and our beef short ribs alone is one of our top sellers. Our food is made to order and is made fresh daily. We have an open kitchen where our customers are welcome to watch how their food is prepared. We have been in business going on 5 years, 4 stars on facebook and yelp and this is the first time we have received a complaint about someone wanting a refund. Although I do not agree with a full refund, if he is willing to give us another chance to regain his business we will offer him a $3 discount (cost of 2 pieces of beef short ribs) towards his next purchase and would be happy to recommend something more teeth sensitive.[redacted]Owner of Ana's Island Grill
This customer purchased our 3-Meat Mixed plate (2 pieces of beef short ribs, hawaiian bbq chicken and teriyaki beef). All plates come with 2 scoops of rice, macaroni salad and mixed green salad for $13.99. He also ordered our refreshing island drink (otai) which was $3. The total with tax was...
$18.39. We received a call from him the NEXT DAY stating he purchased an order the day before and he put his plate in the microwave and the beef short ribs were too tough and he couldn't chew because of his "bad teeth" and asked for a refund. Customer stated several times to my employee that he didn't eat anything on the plate when asking for a refund. My employee handed me the phone and I apologized to him about his experience and advised him that the food is best to eat fresh off the grill the day of purchase and that if he put it in the microwave more than likely it wouldn't have the same texture depending on how long it was in the microwave for. He also stated that "the chicken was good" which tells me he did eat something on the plate. I found it odd that he would call the day after purchasing for a refund. I would have definitely handled this incident differently if he had dined in and complained or even called the same day. I would also like to add that while on the phone not once did he mention anything about food smelling bad or spoiled like he commented on his complaint. If "the chicken was good", it is cooked with the same sauce we cook our beef short ribs with. What he ordered happens to be one of our customer favorites that many return for and our beef short ribs alone is one of our top sellers. Our food is made to order and is made fresh daily. We have an open kitchen where our customers are welcome to watch how their food is prepared. We have been in business going on 5 years, 4 stars on facebook and yelp and this is the first time we have received a complaint about someone wanting a refund. Although I do not agree with a full refund, if he is willing to give us another chance to regain his business we will offer him a $3 discount (cost of 2 pieces of beef short ribs) towards his next purchase and would be happy to recommend something more teeth sensitive.[redacted]Owner of Ana's Island Grill