Goodfellas Pizza

My name is Sherry, I am the owner of Goodfellas.? I am emailing you in regarding to case # [redacted] .? I have been in customer service for years.? I have been management, supervisor and currently have been the owner of Goodfellas since they day my husband and I built and opened December 7th of 2009.? I also have a degree in business management.? I have handled every situation of customer complaints and have resolved every issue appropriately.? Some customers you can not please and this customer was one of them.? She placed her order at 10:am for a BLT with fries and a house salad and was quoted minutes to an hour which is what we quote everyone.? At 11:which was minutes later she called back very rude and was complaining that her food was not there yetI explained to her that we quoted her to an hour and that it would be arriving soon.? Ten minutes later she called back complaining that her food was cold and she couldn't understand why it took over an hour, it was minutes.? I explained to her that the salad should be cold and a BLT is not a hot sandwich.? I apologized? to her about the temperature of the fries and that they are a very hard item to keep hot and fresh on a delivery.? She got very upset with me and told me she was never going to order from us again.? I told her I did not understand why she was so upset with me and that I was trying to resolve the situation and she would not have it.? I told her that I would take the difference off for the fries which is $1.? She was not happy with that either.? She was very vulgar and rude and I remained calm and the conversation ended up going nowhere.? A few minutes later she put a horrible review on our facebook page and basically lied throughout the whole post to try and make us look bad.? Then a few minutes later which was close to an hour after she had received her food she called againThis time she called demanding to speak to the owner or manager.? I told her that I was the owner.? Then she literally starts screaming and me that somehow there was an ant in her lettuce and that I am going to give her her money back and that was it!? Our lettuce is cut at the warehouse and vacuum packed before it is shipped to us, there is no way that there was an ant in the lettuce.? I told her at that point that I? already tried to make her happy with her order and she was not having it.? I told her that she already called and complained twice and put a nasty review on facebook and there was nothing that was going to make her happy and that we were not going to let her order from here anymore.? I deal with many customer issues but when they start yelling and swearing at me that is when I draw the line.? Then she immediately called back again and I told her not to call back and it was at the point of harassmentShe stopped calling.? Monday afternoon the health department showed up for an anonymous call about ants in our lettuce.? She thoroughly inspected and found absolutely no sign of any insects.? We have Plunkettes pest control come times a month since they day we have opened and keep a very clean establishment.? We have never had any incidents on any of the health departments inspections, in fact they were just here a few weeks ago for our yearly inspection.? Then I get a letter from the Revdex.com.? She received the food in a very timely matter and honestly there was nothing wrong with the food besides the fries were not as hot as she wanted them which is impossible to do on a delivery.? ? ?

My name is Sherry, I am the owner of Goodfellas. I am emailing you in regarding to case # ***. I have been in customer service for years. I have been management, supervisor and currently have been the owner of Goodfellas since they day my husband and I built and opened
December 7th of 2009. I also have a degree in business management. I have handled every situation of customer complaints and have resolved every issue appropriately. Some customers you can not please and this customer was one of them. She placed her order at 10:am for a BLT with fries and a house salad and was quoted minutes to an hour which is what we quote everyone. At 11:which was minutes later she called back very rude and was complaining that her food was not there yetI explained to her that we quoted her to an hour and that it would be arriving soon. Ten minutes later she called back complaining that her food was cold and she couldn't understand why it took over an hour, it was minutes. I explained to her that the salad should be cold and a BLT is not a hot sandwich. I apologized to her about the temperature of the fries and that they are a very hard item to keep hot and fresh on a delivery. She got very upset with me and told me she was never going to order from us again. I told her I did not understand why she was so upset with me and that I was trying to resolve the situation and she would not have it. I told her that I would take the difference off for the fries which is $1. She was not happy with that either. She was very vulgar and rude and I remained calm and the conversation ended up going nowhere. A few minutes later she put a horrible review on our facebook page and basically lied throughout the whole post to try and make us look bad. Then a few minutes later which was close to an hour after she had received her food she called againThis time she called demanding to speak to the owner or manager. I told her that I was the owner. Then she literally starts screaming and me that somehow there was an ant in her lettuce and that I am going to give her her money back and that was it! Our lettuce is cut at the warehouse and vacuum packed before it is shipped to us, there is no way that there was an ant in the lettuce. I told her at that point that I already tried to make her happy with her order and she was not having it. I told her that she already called and complained twice and put a nasty review on facebook and there was nothing that was going to make her happy and that we were not going to let her order from here anymore. I deal with many customer issues but when they start yelling and swearing at me that is when I draw the line. Then she immediately called back again and I told her not to call back and it was at the point of harassmentShe stopped calling. Monday afternoon the health department showed up for an anonymous call about ants in our lettuce. She thoroughly inspected and found absolutely no sign of any insects. We have Plunkettes pest control come times a month since they day we have opened and keep a very clean establishment. We have never had any incidents on any of the health departments inspections, in fact they were just here a few weeks ago for our yearly inspection. Then I get a letter from the Revdex.com. She received the food in a very timely matter and honestly there was nothing wrong with the food besides the fries were not as hot as she wanted them which is impossible to do on a delivery

I am rejecting this response because:
I have a video of a live ant in my saladIt’s not up for debate and I was treated very poorly when I tried to rectify the situationI was never told 45minutes, putting the issue of cold fries and long wait times aside, there was undoubtedly an ant in my food and I’ve not once received an apology, only excuses and denialI’ve never been treated so poorly and I’ve never before had to go to the measures that I was pushed to by the absolute indifference and anger from the owner to my dissatisfaction in this specific situation.

I am rejecting this response because:
I have a video of a live ant in my saladIt’s not up for debate and I was treated very poorly when I tried to rectify the situationI was never told 45minutes, putting the issue of cold fries and long wait times aside, there was undoubtedly an ant in my food and I’ve not once received an apology, only excuses and denialI’ve never been treated so poorly and I’ve never before had to go to the measures that I was pushed to by the absolute indifference and anger from the owner to my dissatisfaction in this specific situation

My name is Sherry, I am the owner of Goodfellas.? I am emailing you in regarding to case # [redacted].? I have been in customer service for years.? I have been management, supervisor and currently have been the owner of Goodfellas since they day my husband and I built and opened
December 7th of 2009.? I also have a degree in business management.? I have handled every situation of customer complaints and have resolved every issue appropriately.? Some customers you can not please and this customer was one of them.? She placed her order at 10:am for a BLT with fries and a house salad and was quoted minutes to an hour which is what we quote everyone.? At 11:which was minutes later she called back very rude and was complaining that her food was not there yetI explained to her that we quoted her to an hour and that it would be arriving soon.? Ten minutes later she called back complaining that her food was cold and she couldn't understand why it took over an hour, it was minutes.? I explained to her that the salad should be cold and a BLT is not a hot sandwich.? I apologized? to her about the temperature of the fries and that they are a very hard item to keep hot and fresh on a delivery.? She got very upset with me and told me she was never going to order from us again.? I told her I did not understand why she was so upset with me and that I was trying to resolve the situation and she would not have it.? I told her that I would take the difference off for the fries which is $1.? She was not happy with that either.? She was very vulgar and rude and I remained calm and the conversation ended up going nowhere.? A few minutes later she put a horrible review on our facebook page and basically lied throughout the whole post to try and make us look bad.? Then a few minutes later which was close to an hour after she had received her food she called againThis time she called demanding to speak to the owner or manager.? I told her that I was the owner.? Then she literally starts screaming and me that somehow there was an ant in her lettuce and that I am going to give her her money back and that was it!? Our lettuce is cut at the warehouse and vacuum packed before it is shipped to us, there is no way that there was an ant in the lettuce.? I told her at that point that I? already tried to make her happy with her order and she was not having it.? I told her that she already called and complained twice and put a nasty review on facebook and there was nothing that was going to make her happy and that we were not going to let her order from here anymore.? I deal with many customer issues but when they start yelling and swearing at me that is when I draw the line.? Then she immediately called back again and I told her not to call back and it was at the point of harassmentShe stopped calling.? Monday afternoon the health department showed up for an anonymous call about ants in our lettuce.? She thoroughly inspected and found absolutely no sign of any insects.? We have Plunkettes pest control come times a month since they day we have opened and keep a very clean establishment.? We have never had any incidents on any of the health departments inspections, in fact they were just here a few weeks ago for our yearly inspection.? Then I get a letter from the Revdex.com.? She received the food in a very timely matter and honestly there was nothing wrong with the food besides the fries were not as hot as she wanted them which is impossible to do on a delivery.? ? ?