Golden Chicken Carry-Out & Delivery Service

Business stated he is aware consumer is working through her credit card company. She will receive her refund that way.

Review: Called in to Golden Chicken for a carry-out to inquire about chicken and fish buckets for my family. The business has a website and has their menu available with no prices listed. The phone taker advised they have a 6 chicken and 6 fish bucket or 10 chicken and 10 fish bucket. I asked about the cost of the 10 & 10 piece. She advised it was $28.95 and I also added a side of mac & cheese. She didn't advise me at that time that what I ordered was a "Special" as I later found out it was. She provided me a total of $34.35. I went to pick up my order and was told my order was $34.35 and I presented my Restaurant.com gift certificate for $15.00 off an order of $22.50. The owner came over and told the clerk to take $15.00 off. I paid with a Discover credit card $19.35, signed a receipt, and waited a few minutes while they completed my order. Then the owner came back to the counter and then advised that the gift certificate they just accepted from me and what I paid was not valid because my order was a "Special" and already discounted. I said I was not aware of what I ordered was a special and that I already paid. The owner then said I needed to pay additional money. The owner stepped away and another girl came to the counter with an attitude to say "When you order with a coupon you advise you have a coupon". I said, "Did I speak to you on the phone?" She said "Yes, I took your order" I said "You never mentioned to me that what I was ordering was a special, had I known I would have changed my order" She said that "All our buckets are "Specials". I also advised that this is a gift certificate, not a coupon as it was not for a specific menu item. I found no mention of that on their website, over the phone, or on their menu on the wall of the ordering counter. The business would not release my food until I paid an additional $5.00. I said "if I pay the $5.00 I get my order and the mac & cheese" and the girl said "Yes". I paid with a $20.00 bill, got $15.00 back, with no receipt and no mac & cheese side item as discussed. It does say on the restaurant.com gift certificate "No specials" - however the business marketing materials do not list "Buckets" as specials and they did not advise me over the phone as well. After I already paid, they then decided to charge me more and hold my food until they collected more money. Due to the time of the day, I couldn't afford to wait and feed my family.Desired Settlement: Due to the business not disclosing their specials like many other carry-out business when you call and they freely disclose their specials, I feel that the business needed to cover for their error and just charge me the $19.35 and be done. After I signed a credit card receipt and thought the purchase was complete, was not the time to go back and ask for more money. They had a chance to stop that before I completed the payment. Then to argue with me and blame me for the error was not good customer service and then to short me on the side item was truly a bad & disappointing experience that I will be sure to let friends & family know about.

I am seeking a full refund of my order in the amount of $24.35 ($19.35 Discover credit card & $5.00 cash).

Business

Response:

In reference to ID [redacted] I am very sorry to hear this customer was unhappy with his service. This

customer called in and asked about our buckets for a ten fish and ten chicken. He said it was going to be a

pick up. Whenever there is a pick up we always offer our specials to them because they will walk in and see

all of our specials that we have displayed in our lobby. SO to avoid confusion and more time wasted (so

they don't have to change their order) when they walk in we always offer our specials. SO that is what we

did. we offered him a special for 10 chicken 10 fish I large side and coleslaw for $28.95, then he proceeded

to order another large side (the macaroni and cheese) for an extra $3.50. Bringing his total to $34.35 with

tax included. When he came in to pick up his food he then showed the lady a $15.00 offrestaurant.com

coupon. And it just so happened that we had a new girl who started here a week prior to this happening

who didn't know the exact rules for this coupon. So she took the $15.00 off so he was charged $19.35. I

am the owner of this business and when I noticed that he ordered a special and used the $15.00 off I

proceeded to explain the confusion to the customer and told him he was charged wrong. And I also

explained to him that ifhe would have mentioned this coupon when ordering in the first place we wouldn't

have offered him the special and we would have told him you cant use 2 coupons on 1 order and that ifhe

wanted to use that restaurant.com coupon he would have to order a regular menu item. He was unhappy

with that response, and I (who took his order over the phone) said to him you usually mention a coupon you

have when ordering so we can get their order right the first time around and we wouldn't be having this

conversation. I would have explained the use of the coupon to him before he even ordered. So I told him

that he needed to pay an extra $5.00 to make up for the difference for using 2 coupons. He was very

unhappy with this and then I proceeded to tell him that I was sorry for the confusion, but again. ifhe had

just mentioned the coupon when ordering (like most people do) we wouldn't be having this confusion now.

He still insisted it wasn't his fault. So altogether he paid $24.35 (19.35 + 5.00) for his to chicken and 10

Fish. I Lg side and coleslaw. He was charged the way the regular menu items (and not a special) just like

the coupon states using the restaurant.com coupon.

Consumer

Response:

Review: I ordered delivery at 6:45. Was told it would be a little over an hr. Called back at 8:40. Was told my order just left. Called a third time at 9:15, understandably UPSET considering I'm 4 blocks away and been lied to twice at this point. I get screamed at and told to get some food somewhere else, by the OWNER? 6 hungry people waiting for food for two and a half hrs sitting in the room right by the door. Nobody 'knocked'. He went to the wrong door/house. Why couldn't he see the doorbell directly in front of his face? Why wouldn't he press the bright white doorbell right in front of his face? Why couldn't he call my phone, he ALWAYS CALLS when you deliver here? After being hung up on at 9:15, I would have let it go but I check my bank account and of course I paid for this great New Years Eve experience. I call back and ask about my refund.. BOSS MAN says I wasn't charged, it's news to him if I was. Okay. I tell him that I WAS charged and I obviously need my money back since his 'delivery' person made no logical attempt to get me the food I had ALREADY CALLED ONCE looking for. And his stellar management let another 30 min go by without making any attempt to contact me about the food I was charged for. He SCREAMS "I'll get to it at my earliest convience" and hangs up on me again. Moments later, HE CALLS ME and just says 'what'. I say, 'you called me, what's up with my refund?' He repeats the earliest convenience line and rudely says something about how it'll take till Tuesday or Wednesday, as if I can't wait. Shows how much you respect your customer base. The people who pay your bills. No apology. Not even when I politely called the second time at 8:40 to ask what the holdup was. You should have been honest and told me it was a 2 hr wait. You should learn how to properly track orders so someone's food isn't just forgotten about, till they have to call YOU a THIRD time. 11 days later and I still haven't received that refund. No follow though. No answering machine either. New ownership is terrible.Desired Settlement: An apology with my refund wouldn't hurt. I run a restaurant for a living, never in my life would I treat one of my customers the way you treated me. Never mind the 3 hrs of work I put into a refund YOU owe ME.

Business

Response:

Business stated he is aware consumer is working through her credit card company. She will receive her refund that way.

Review: We had purchased a restauraunt.com certificate which was for $5.00 off our order. My husband called in our order for a "mini special" at a price of $17.45 plus tax. Upon picking up our order, my husband gave them the $5.00 off certificate and without saying anything, they rang up a "correction ticket" now charging us $19.60 plus tax for our order. The result of this was that we now were charged $20.75 total, the $5.00 off gave us a balance of $15.75 rather then the $13.45 amount that we should have owed. After calling them back, Sarah, who said that she was the owner told me that the special price doesn't apply so they had to charge us "Full Price" to use the certificate. She also said that they have had nothing but problems with these certificates. It is my opinion that this falls under the "bate and switch" type of business practice. All they needed to do was to let us know that we couldn't use it on the "special" and we would have ordered something else but instead what they did was to raise the price which completely off-set the discount and for that I feel that they should be held accountable.Desired Settlement: I am asking for a refund of the $5.00 certificate as I am now the one who ended up paying more than I should have since I first paid for the certificate and then I was now over charged for my order.

Consumer

Response:

As I explained in the complaint, they took the $5.00 Certificate. What I do have is the receipt over charging us for our order and I have the menu showing the original price for the "mini special" which we have ordered many many times.