Avocado Cafe

Four of us booked for Lunch on a Thursday. The cafe was pretty busy with many tables occupied for a week day. The Salad of Beetroot, fetta, pumpkin etc with chicken was fresh and very tasty. The Chicken parmigiana was lovely and so was the angus beef pattie burger. But the star was the pavlova eton mess... was soooo good. The local Carmel Cider very refreshing and well made. Very relaxing atmosphere with lush grounds and river flowing by. Service generally good except we believe they forgot all about our desserts. We paid for 4, we waited quite sometime and after asking about them, we waited and waited till only 3 came. We thought the waiter couldnt carry for 4 and was coming back but never did. We had to ask about it again to be told they thought there was only 3 in the order. ?
Would go back again anyway just for the Pavlova eton mess! :)

CONCLUSION/RESPONSE
The Customer's Complaint is without merit because we immediately corrected the problem in real time. And both the customer and the restaurant shared the blame in the unfortunate situation. The Complaint should be dismissed and closed.
STATEMENT
FACTS
Around 2am, the customer ordered food to be delivered to her apartment. The driver arrived and called the customer but she did not pick up the phone, so he left a message. The driver also left the food just outside her apartment door. Eventually she got the message from the driver and then she called to restaurant to inquiry about the delivery statusShe stated that she lived in an English Basement that had poor reception and apologized for not hearing the phone. So when the driver arrived and called, she did not get the call. She stated there was no food left outside and did not get her order. The manager "Mike" voided the transaction that returned her money. At first, he was skeptical of this claim by the customer because it was very late and did not think some passwould take the order at 2amHe believed she may have been lying. Despite this suspicion and after some dialogue with the customer, he still voided the transaction and lost the food. That should have been the end of the encounter.
But this solution was not satisfactory for the customer. She would later go on to call the store many times and talked incessantly for long periods of time demanding an apology and making various other remarks. This disrupted the business because there is only one phone and one staff at the store that late that day. He had to prepare the orders instead of talking with the customer. The customer demanded he stay on the phone for long periods of time to explain her situation. However, she should have been content with getting her money back, considering she was also at fault
In this case, both parties share some of the blame for the failed deliveryAnd we admit that leaving the food by the door was not the best course of action but it was the solution available to the driver who suspected the customer would eventually get the his message and retrieve the foodIt is important to the note that the actual distance between the restaurant and the apartment was quite far.
Most significant is that the customer was aware of poor cell-phone reception and could have left instructions for the driver when she called but did not. And the driver could have waited longer and tried to call several times or knock on the door before leaving. However, the driver stated it was very late and had other deliveries to go to and could not wait.
In the end, the customer got her money back (and possibly the food too). We regret any inconvenience the customer suffered but we found her behavior to be unreasonable, disruptive, and she was not easily placated with the only solution we could have offered in the moment at 2am. There is not outrageous or reckless about the restaurant's conduct and calling the restaurant incessantly at 3am demanding an apology from the busy manager is unlikely to have elicited the apology the customer so desperately needed. Otherwise, we deny any other allegations or claims made by this customer