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Derango's Pizzeria East

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Derango's Pizzeria East Reviews (1)

I am sorry that your experience with our restaurant did not meet your expectations
Here at DeRango's East we have a deep commitment to food quality and it pains us
to hear that customers are dissatisfiedAs a busy restaurant, we often make small
mistakes on orders, although we
try to avoid themIf there is ever a mistake made,
we do whatever possibly to rectify the matter on the evening the food was ordered
When a customer brings a complaint to the attention of management there are
several courses of action, completely up to the discretion of the manager on duty at
the timeIf things are forgotten, we will gladly have them delivered and usually
throw in something extra for the inconvenienceThis often happens with salads and
desserts or other items that are refrigerated throughout the delivery process for
food safety measuresIf the order was prepared properly according to the ticket and
menu specifications but fails to meet the customer's expectationsthe manager then
decides what to doUsually, orders are remade and sent out to replace orders that
were made poorlyHowever, it is our policy that orders be rectified same nig
credits and no refunds
We are a high volume restaurant that receives many complaints from customers
trying to get free food; therefore, our refund policies have had to adapt with the
changing customer dynamicWe do not offer refunds under any circumstances, for
this reason alone
For your particular case, the order was made according to the same quality
standards that our customers have come to expect from us throughout our four
years of service to this communityWe have never and will never serve baked fish
by the bucket-there is no way for us to package and serve it to the customer in an
appealing matter, while maintaining the low prices our customers rely onWith our
new menu, effective 5/1/14, we did begin to offer baked cod by the individual order
It is possible that you have ordered from one of the other DeRango's in the area, all
of which are independently owned and operatedbut impossible that you could have
ordered this from us
I can attest, as General Manager, and the cook who prepared your order and
remembers the ensuing conversations well, that your food was prepared
exceptionally wellNo complaint was made asserting that food was missing from the
ordwas surely not-the only complaint was that the cod was battered when it
was ordered bakedAs previously stated, we would never have accepted this order,
were it placed
My family and I run this restaurant with love-the only time we are rude to
customers is in response to patrons who refuse to recognize the humanity of the
person with whom they are speakingI stand by and support the decisions of the
management Our menu is published online and clearly shows that we do not offer
baked fishAs we offered on the evening that you lodged the complaint, we would
have gladly made something else that would meet your expectations, but as of now,
there is nothing we can do
I am sorry to hear that you will no longer be dining with usEvery restaurant has to
make decisions about the things that they wilt value and the things that they will
pursue to earn customer satisfaction-for others, food quality can suffer as long as
the prices are low and the customers can feel as if they are getting something for
nothingWe refuse to subscribe to this philosophyOur food quality is the single
most important facet of our success storyShould you be willing to look beyond this
misunderstanding, we'd love regain your patronage
As always, we appreciate your business and hope that you have a lovely day!

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