Anuenue Cafe

I am the owner and general manager of Anuenue CafeI am writing this letter in response to [redacted] ***, of [redacted] **, Customer Experience letter to you.Wehave been a family owned and operated business for the last two yearsMy husband, John, is the chef and ownerof Anuenue CafeWe have been very fortunate in the last year to have become a very busy and successful breakfast spot in ? PoipuWe are a very small breakfast cafe (squarefeet) with limited outdoor seating (customers max at one time).We typically have a wait on the weekends anywhere from 1O minutes to over an hourBecause of the high demandand small size of our cafe, we have a unique ordering systemWhen guestscome in, they sign in on the waiting list, wait outside until we call and seat themThey sit at a table and then we call them in to order.After they order inside, they sit at the table they were assigned and their drinks come out immediately and the food comes out within minutesWe have refinedthis systemover the last two years to be asefficient as possible, and get the waitingguests their food to order as quickly as possibleWe also have these instructions written outside so all guests can see/read itYou can read the countless ***, [redacted] , and [redacted] reviews that mention our unique system.Ms [redacted] ***, the one writing this review disregarded every single step of our process and our hostess'instructions and she took it out on my husband, the one who cooked her foodShe has written the manager of the shopping center, all possible social media sites, and now she's written to youI will tell you what actually happenedI have already responded to all her reviews and comments on social media (privately).Ms [redacted] came to Anuenue Cafe and immediately sat at one of our tablesOur hostess told her that she needed to sign in first, then we would seat herThere was a waiting list at this timeShe asked if she could get her order "to-go" and we told her she could, but it was the same process.She needed to wait to be called inside to orderWhen her name was upon the list, the hostess called, and her husband came inside and ordered the meal "to-go"Our Point of Sale person is very particular about "to-go" orders and we make sure that's what the customer wants, and we read back every single orderSo the customers get their "to-go" order (they were never assigned a table) and they proceed to sit at one of the open tables with their "to-go" boxesThe hostess told them that they had ordered"to-go" and they would not move from the table that other guests were waiting forMy husband,the Chef, went outside to see what was going on and he asked them nicely to sit at one of the benches or the lovely seating we have in the courtyard area for "to-go"orders? They refused to get up and proceeded to finish their breakfast at our tableAt that point my husband told them if they can't follow our procedures on a busy day, please don't come back again? They had just burned another table who had also been waiting, and frustrated the other guests who were also waiting? After finishing their meals (they ate everything) they came back into the Cafe and wanted a refund? They started ranting at my husband (who was still cooking for all the other customers who are waiting for tables) and saying all kinds of unprofessional and threatening things about how they are going to shut us down? All this because theywereembarrassed at breakfast becausethey couldn't follow simple instructions and we wouldn'tgive them a refund for eating breakfast at our tableTruly unbelievable.I have apologized to [redacted] for her experience, but we are not giving refunds to customers who eat our foodI have no idea why this woman wants to destroy our family owned businessIt was just breakfastPlease read her comments on [redacted] Sheis warning others to stay away from our CafeI'll also forward to you some emails she sent to [redacted] ***, the writer of Tasting Kauai,warning everyone to stay away from our Cafe.We serve over people a day breakfast in PoipuWe never ask anyone to write reviews, but they doWe treat every single customer the same, with alohaThis customer is an exception

I am the owner and general manager of Anuenue CafeI am writing this letter in response to *** ***, of *** **, Customer Experience letter to you.Wehave been a family owned and operated business for the last two yearsMy husband, John, is the chef and ownerof Anuenue CafeWe have been very
fortunate in the last year to have become a very busy and successful breakfast spot in PoipuWe are a very small breakfast cafe (squarefeet) with limited outdoor seating (customers max at one time).We typically have a wait on the weekends anywhere from 1O minutes to over an hourBecause of the high demandand small size of our cafe, we have a unique ordering systemWhen guestscome in, they sign in on the waiting list, wait outside until we call and seat themThey sit at a table and then we call them in to order.After they order inside, they sit at the table they were assigned and their drinks come out immediately and the food comes out within minutesWe have refinedthis systemover the last two years to be asefficient as possible, and get the waitingguests their food to order as quickly as possibleWe also have these instructions written outside so all guests can see/read itYou can read the countless ***, *** ***, and *** reviews that mention our unique system.Ms*** ***, the one writing this review disregarded every single step of our process and our hostess'instructions and she took it out on my husband, the one who cooked her foodShe has written the manager of the shopping center, all possible social media sites, and now she's written to youI will tell you what actually happenedI have already responded to all her reviews and comments on social media (privately).Ms*** came to Anuenue Cafe and immediately sat at one of our tablesOur hostess told her that she needed to sign in first, then we would seat herThere was a waiting list at this timeShe asked if she could get her order "to-go" and we told her she could, but it was the same process.She needed to wait to be called inside to orderWhen her name was upon the list, the hostess called, and her husband came inside and ordered the meal "to-go"Our Point of Sale person is very particular about "to-go" orders and we make sure that's what the customer wants, and we read back every single orderSo the customers
get their "to-go" order (they were never assigned a table) and they proceed to sit at one of the open tables with their "to-go"
boxesThe hostess told them that they had ordered"to-go" and they would not move from the table that other guests were waiting forMy husband,the Chef, went outside to see what was going on and he asked them nicely to sit at one of the benches or the lovely seating we have in the courtyard area for "to-go"orders They refused to get up and proceeded to finish their breakfast at our tableAt that point my husband told them if they can't follow our procedures on a busy day, please don't come back again They had just burned another table who had also been waiting, and frustrated the other guests who were also
waiting After finishing their meals (they ate everything) they came back into the Cafe and wanted a refund They started ranting at my husband (who was still cooking for all the other customers who are waiting for tables) and saying all kinds of unprofessional and threatening things about how they are going to shut us down All this because theywereembarrassed at breakfast becausethey couldn't follow simple instructions and we wouldn'tgive them a refund for eating breakfast at our tableTruly unbelievable.I have apologized to *** for her experience, but we are not giving refunds to customers who eat our foodI have no idea why this woman wants to destroy our family owned businessIt was just breakfastPlease read her comments on *** Sheis warning others to stay away from our CafeI'll also forward to you some
emails she sent to *** ***, the writer of Tasting Kauai,warning everyone to stay away from our Cafe.We serve over people a day breakfast in PoipuWe never ask anyone to write reviews, but they doWe treat every single customer the same, with alohaThis customer is an exception

I am the owner and general manager of Anuenue CafeI am writing this letter in response to *** ***, of *** **, Customer Experience letter to you.Wehave been a family owned and operated business for the last two yearsMy husband, John, is the chef and ownerof Anuenue CafeWe have been very
fortunate in the last year to have become a very busy and successful breakfast spot in PoipuWe are a very small breakfast cafe (squarefeet) with limited outdoor seating (customers max at one time).We typically have a wait on the weekends anywhere from 1O minutes to over an hourBecause of the high demandand small size of our cafe, we have a unique ordering systemWhen guestscome in, they sign in on the waiting list, wait outside until we call and seat themThey sit at a table and then we call them in to order.After they order inside, they sit at the table they were assigned and their drinks come out immediately and the food comes out within minutesWe have refinedthis systemover the last two years to be asefficient as possible, and get the waitingguests their food to order as quickly as possibleWe also have these instructions written outside so all guests can see/read itYou can read the countless ***, *** ***, and *** reviews that mention our unique system.Ms*** ***, the one writing this review disregarded every single step of our process and our hostess'instructions and she took it out on my husband, the one who cooked her foodShe has written the manager of the shopping center, all possible social media sites, and now she's written to youI will tell you what actually happenedI have already responded to all her reviews and comments on social media (privately).Ms*** came to Anuenue Cafe and immediately sat at one of our tablesOur hostess told her that she needed to sign in first, then we would seat herThere was a waiting list at this timeShe asked if she could get her order "to-go" and we told her she could, but it was the same process.She needed to wait to be called inside to orderWhen her name was upon the list, the hostess called, and her husband came inside and ordered the meal "to-go"Our Point of Sale person is very particular about "to-go" orders and we make sure that's what the customer wants, and we read back every single orderSo the customers
get their "to-go" order (they were never assigned a table) and they proceed to sit at one of the open tables with their "to-go"
boxesThe hostess told them that they had ordered"to-go" and they would not move from the table that other guests were waiting forMy husband,the Chef, went outside to see what was going on and he asked them nicely to sit at one of the benches or the lovely seating we have in the courtyard area for "to-go"orders They refused to get up and proceeded to finish their breakfast at our tableAt that point my husband told them if they can't follow our procedures on a busy day, please don't come back again They had just burned another table who had also been waiting, and frustrated the other guests who were also
waiting After finishing their meals (they ate everything) they came back into the Cafe and wanted a refund They started ranting at my husband (who was still cooking for all the other customers who are waiting for tables) and saying all kinds of unprofessional and threatening things about how they are going to shut us down All this because theywereembarrassed at breakfast becausethey couldn't follow simple instructions and we wouldn'tgive them a refund for eating breakfast at our tableTruly unbelievable.I have apologized to *** for her experience, but we are not giving refunds to customers who eat our foodI have no idea why this woman wants to destroy our family owned businessIt was just breakfastPlease read her comments on *** Sheis warning others to stay away from our CafeI'll also forward to you some
emails she sent to *** ***, the writer of Tasting Kauai,warning everyone to stay away from our Cafe.We serve over people a day breakfast in PoipuWe never ask anyone to write reviews, but they doWe treat every single customer the same, with alohaThis customer is an exception