Common Roots Catering

Initial Business Response /* (1000, 6, 2015/06/11) */
We have received your letter of concern via the Revdex.com. We, of course, never want to have unsatisfied customers and take your feedback and complaints seriously. We are sorry you felt that the initial response when you reached...

out directly to us wasn't satisfactory.
After our initial conversation with you over the phone voicing your concerns, I followed up with your wedding coordinator, who said she would be happy to be the intermediary to resolve the situation. We agreed to issue a credit of $385.65. Until receiving word from the Revdex.com, we believed that you were satisfied with this conclusion and were just waiting to hear the address you would like a refund check sent to. I'm sorry if there was a miscommunication on our part that led us to that conclusion.
In case you don't feel that we have already responded to your concerns, I will explain our sense of what happened and how we came to the amount to credit.
We clearly didn't meet your expectations on the preparation of the beef and take full responsibility for that.
I am sorry that when we spoke on the phone you found our response about halal meat to be inappropriate. We are happy to accommodate a wide array of customer requests and certainly did not intend to speak negatively about halal meat. We simply wanted to let you know that part of the error for our kitchen staff might have been working with a different meat source than they are accustomed to and not properly adjusting cooking times. While that might have contributed to our staff error, we did not mean to suggest that the meat was an inferior product. Our staff should have adjusted cooking times properly and have taken steps to prevent this from happening in the future.
The dal from your tastings consistently didn't meet your expectations. While we were making a custom option for you, we should have clearly communicated that we couldn't meet your expectations and removed the dal from your menu.
We generally do not provide leftovers to customers that have been out for service at an event. It's clear from your response that you were not aware of this and we further disappointed you by not leaving the leftovers.
We sincerely apologize for these errors. The last thing we want is to be a negative part of a wedding day.
Previously we approved a refund of $385.65. After reviewing your additional concerns and in the hopes of leaving you feeling somewhat better about your experience, we would offer a refund of $550 which would represent the total charges for dal and beef and an additional amount for the disappointment about lack of leftovers.
Please let us know if this is agreeable to you, and if it is where we should direct a check.
Initial Consumer Rebuttal /* (2000, 8, 2015/06/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The amount that the company is willing to offer us is what we asked for, although we don't believe they took full responsibility for their missteps and their unprofessional correspondence (or lack thereof) after the wedding. We appreciate the quick response and will let Common Roots know our address as they requested in the response to the Revdex.com complaint. We would like it to be known that we never got a verbal or written request for our address, however. We appreciate the fact that they are changing their practices for the future, and we hope this kind of experience is not repeated for other couples on their wedding days. Thank you, Revdex.com and Common Roots for helping us find some closure that is more acceptable to us.