China Star

Complaint: [redacted] I am rejecting this response because: The three of us informed the manager, [redacted] , that the food was not satisfyingWe opened the shrimp and showed her that the shrimp wasn't fully cooked once she came to our tableShe look at it and said no other customers complained about her food so her food is fineShe did not ask if she could do anything to helpShe just brought the bill to our table and told us once we picked up a plate we have to pay Regards, [redacted]

We have received the notice of complaintI understand the customer was frustratedWe were being sincere and was apologetic for the messy turn outWe tried to tell the customer that it is our policy for food to be return for any exchanges or refundThe customer couldn't comprehend that informationI am very sorry if the employees were doing the best that they could and sorry if they don't speak very good English, but who does anywaysYes, the customer did ask us to send the missing order to their home, we told the customer that we had no delivery guys at the time and it would be quite a wait, if they would like to speed things up, they could come pick it upUnfortunately, customers usually don't care if your short staff, packing thing, answering phone, writing down orders, trying to make time to be on time and above all, we're in a middle of a dinner rushSO, we can keep the customers HAPPYInitially, we didn't ask them to bring back the first purchase, we simply ask if they would like there original order, they could come pick it up and we would give them 50% offThere was no agreement madeThe customer just said, okayThen hung upYes, someone did come to pick up the order minutes laterThe customer was asked to pay $for a $orderThey couldn't understand why they had to pay for the second purchase.( This was not the wifeThis was the husbandI not sure what the wife assumed or what she said to the husband.) The husband was not going to pay, we then told him, we talked to his wife, if you came back to get the original order then we would give a 50% discount, if they didn't want it, then we would just toss it outWe did give the customer the option beforehandThe husband did pay for the second purchase for $And he leftAbout minute later, the wife called backDemanding we should have given the second purchase for free and given her a full refund for the first purchaseThis is where it gets complicatedUsually, if you dine at a restaurant, if the order was not correct or up to par, they remake it for you or a discount is givenAfter all, they said they had kidsSo we tried to be polite and not ask for the first purchaseWe told the customer they could just keep the first purchased, but the customer kept stating that it not what they wanted and wanted to original orderThe customer kept on insisting we give her a full refund for the first purchased and that they should be able to keep the second one without paying for itSo it should be win-win for the customer and a lose-lose for the businessIF, every customer made this business give them free food all the time, we wouldn't even have a businessFor example, KFC has a sign stating that food must be present for any exchanges or refundIF they were to let customers do whatever they wanted KFC would cease to existSince KFC is a chain, maybe they can afford to lose more, but we are a family own businessNot a chainThe customer did asked if they gave us back the original order, what would we do with it? We simply told her that we would toss it outThe customer got frustratedI am sorry, but that is a sanitation ruleSo, we stated to the customer once again, if they would like a refund, food must be presentedRegardless, if the food was eaten or notWhatever they had just bring it back the first purchase and they will get a refund for $The customer came back for the last time, gave us what was left, and we REFUNDED her money backI can understand the frustration and the miscommunicationWe do apologize for the any inconvenience that was givenThe choice is up to the consumer to makeWe don't force anything on youWe would love for you to buy from our restaurant, but sorry if we don't meet your expectationsWe try our best to cater to everyone, but everyone is different

Please be advised that the owner of China Star will not give myself or any manager at China Star the authority to compensate any customer with regards to dissatisfaction with the food
He can be reached at:
China Star Restaurant
Address:
*** * *** ** ***
*** ** ***
Phone:
***
Please contact him with reference to this and any further inquiries directly by mailThank You

Dear Revdex.com serving worker,
My name is Cindy Y* I'm a china star ownerI terribly apologize about that day's happeningThat day June 29th it's my day off My husband don't speak English wellHe got a little trouble with customer conversation on the phone due to language
barrierWhen customer order on the phone and she asked to pay credit cardAfter complete charge it $7.37, she called ups back and request to cancel to order because she called by mistake and she said can't come to pick it up In the same day we had already cancel the credit card charge $before credit card machine settlementThese are two invoices enclose to prove it (in the same day) I really apologize for inconvenient to you!!!Respectfully Yours
Cindy Y*

The customer complained about the Shrimp not being fully cookedI inspected the Shrimp she had and determined it was properly cookedWe did not refund her money as the other two customers with her did not complain

Dear Revdex.com serving worker,My name is Cindy Y* I'm a china star ownerI terribly apologize about that day's happeningThat day June 29th it's my day off My husband don't speak English wellHe got a little trouble with customer conversation on the phone due to language barrierWhen
customer order on the phone and she asked to pay credit cardAfter complete charge it $7.37, she called ups back and request to cancel to order because she called by mistake and she said can't come to pick it up In the same day we had already cancel the credit card charge $before credit card machine settlementThese are two invoices enclose to prove it (in the same day) I really apologize for inconvenient to you!!!Respectfully YoursCindy Y*

Initial Business Response /* (1000, 5, 2015/11/30) */
I am sorry for misunderstanding that I was yelling, I dont mean to. in the Restaurant, it was noisy and I have to speak loudly sometimes. I am more happy to offer you small beef dish for free for next time you order. thank you.
Initial...

Consumer Rebuttal /* (3000, 7, 2015/12/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
He is being dishonest here, noise wasn't a factor in this situation it was his temper. I do not want a small beef dish I want a complete refund and a genuine apology. His behavior was unacceptable and to blame it on noise is ridiculous. Noise doesn't cause you to yell over your customer, to not keep your calm and try to listen or understand, noise doesn't cause you to come to the phone in an angry and confrontational way from the start, it doesn't cause you to hang up twice on your customer after screaming at them. I do not accept what he's saying and expel my full refund and a genuine apology immediately.

Complaint: [redacted]
I am rejecting this response because:
The three of us...

informed the manager,[redacted], that the food was not satisfying. We opened the shrimp and showed her that the shrimp wasn't fully cooked once she came to our table. She look at it and said no other customers complained about her food so her food is fine. She did not ask if she could do anything to help. She just brought the bill to our table and told us once we picked up a plate we have to pay. 
Regards,
[redacted]

We have received the notice of complaint. I understand the customer was frustrated. We were being sincere and was apologetic for the messy turn out. We tried to tell the customer...

that it is our policy for food to be return for any exchanges or refund. The customer couldn't comprehend that information. I am very sorry if the employees were doing the best that they could and sorry if they don't speak very good English, but who does anyways. Yes, the customer did ask us to send the missing order to their home, we told the customer that we had no delivery guys at the time and it would be quite a wait, if they would like to speed things up, they could come pick it up. Unfortunately, customers usually don't care if your short staff, packing thing, answering phone, writing down orders, trying to make time to be on time and above all, we're in a middle of a dinner rush. SO, we can keep the customers HAPPY. Initially, we didn't ask them to bring back the first purchase, we simply ask if they would like there original order, they could come pick it up and we would give them 50% off. There was no agreement made. The customer just said, okay. Then hung up. Yes, someone did come to pick up the order 20 minutes later. The customer was asked to pay $15 for a $30 order. They couldn't understand why they had to pay for the second purchase.( This was not the wife. This was the husband. I not sure what the wife assumed or what she said to the husband.) The husband was not going to pay, we then told him, we talked to his wife, if you came back to get the original order then we would give a 50% discount, if they didn't want it, then we would just toss it out. We did give the customer the option beforehand. The husband did pay for the second purchase for $15. And he left. About 20 minute later, the wife called back. Demanding we should have given the second purchase for free and given her a full refund for the first purchase. This is where it gets complicated. Usually, if you dine at a restaurant, if the order was not correct or up to par, they remake it for you or a discount is given. After all, they said they had kids. So we tried to be polite and not ask for the first purchase. We told the customer they could just keep the first purchased, but the customer kept stating that it not what they wanted and wanted to original order. The customer kept on insisting we give her a full refund for the first purchased and that they should be able to keep the second one without paying for it. So it should be win-win for the customer and a lose-lose for the business. IF, every customer made this business give them free food all the time, we wouldn't even have a business. For example, KFC has a sign stating that food must be present for any exchanges or refund. IF they were to let customers do whatever they wanted KFC would cease to exist. Since KFC is a chain, maybe they can afford to lose more, but we are a family own business. Not a chain. The customer did asked if they gave us back the original order, what would we do with it? We simply told her that we would toss it out. The customer got frustrated. I am sorry, but that is a sanitation rule. So, we stated to the customer once again, if they would like a refund, food must be presented. Regardless, if the food was eaten or not. Whatever they had just bring it back the first purchase and they will get a refund for $22.00. The customer came back for the last time, gave us what was left, and we REFUNDED her money back. I can understand the frustration and the miscommunication. We do apologize for the any inconvenience that was given. The choice is up to the consumer to make. We don't force anything on you. We would love for you to buy from our restaurant, but sorry if we don't meet your expectations. We try our best to cater to everyone, but everyone is different.