Great Wall Super Buffet, Inc.

Complaint: [redacted]
I am rejecting this response because:
This Business is not being honest about their responses when we sat down it was not an hour before we said something about the food. It was in the beginning when we first sat down. We were not offered to leave if we weren't satisfied. Health inspection will be contacted next. 
Sincerely,
[redacted]

We value everyone who walks in these doors for the past 14 years. Customer service is our priority to make sure that customers get the best buffet experience. One reason we don't ask the payment first is to see if customer is getting a good service, and like the food. For example, if customer...

complains with in 15 minutes they been seated that food is cold we check out the temperatures. Also ask customer if they are going to continue eating or leave the restaurant.  If the customer decided to continue with their meals, they agree to pay full price. If they decided to leave, they are free to go without any payment. We are sorry that you didn't enjoy your experience. For the servers we always make sure they check up on customer in order to make sure food, drink, and service is at best. As for Mrs. [redacted] we are not approving the refund for the following reasons.  1)  Customer asked price before being seated and was notified why the price was high for the seafood items.   2)  Servers had asked them is everything ok with their first plate of food, when they reply "yes". After 'different servers asking them the question they always reply "yes"  3)  After more than half an hour they complain that food was "old" and "cold" after the kitchen had placed a fresh pan in the buffet line. They also asked for "fresh butter" because the butter in the buffet line was "cold and watery". I even personally prepare melted butter from the kitchen. When they had been eating about 3 plates of crab legs.   4) After she asked if there is anything I can do with the price I decided to take out the drinks( on the house) aside from that I gave them an extra 10% discount where in the attachments it states from $50.50(original price) went down to $40.61(discount price). After them being seated 2 more tables where sated after them. Where they had no complains about the price, food or service. So far out of the whole day i've been on the shift they were the only customers who complained.   The complain was issued for December 6, 2017 for the amount paid in cash $40.61 when they claim to be paying $50.48 on December 7, 2017. On that day there was another manager on duty where there no complains on that day. Therefore that shows that we are not going to refund the amount being asked when they got double discount and was take care of the issue on that day. The attachments have all the information needed.     Thank you management!