Growler's Sub Shack

The individual making this complaint and her husband came into our store and did order sandwiches and tater tots. They then called the store using abusive language and claiming they had been shorted the tater tots. My shift lead called me to tell me about the complaint and stated they
knew they order had been prepared correctly and that the order had been provided to the customer completeAfter speaking with my staff, I reviewed our security video and could clearly see the person making this complaint and her husband not only making the order but could also clearly see that the staff had made the order in it's entirety and that the complete order had been placed in the bag and that these individuals took the bag with them when they left the store. There is no error in the video, it clearly shows each item being made and placed in the bag these individuals took with them from the store. After speaking with the staff and reviewing the video I called and spoke with *** ***, the male half of the couple. After listening to him degrade my staff and demand a full dollar refund I informed him of my observations in the video. Upon hearing about the video, he became extremely irate and then his wife"***/***" got on the phone and started using abusive language and told me that if I did not give them a full refund she would then post negative remarks on any and all social media she could find. I told her that it was her choice to make negative complaints on social media but that I would respond and post the pictures/video that clearly shows they received the order they paid for. Approximatley and hour later as the store was closing, I received a phone call from my female staff members that *** *** had returned to the store and was being vernbally absive and threatening the staff as they were trying to leave the store. The following day I was informed of one negative comment posted on our Google site by ***/Lily Talamanted as well as one on our *** page posted by her friend *** ***. As I promised I did respond to the Google complaint with a polite, firm and professional response and then placed still shots that clearly show we have a video and that the still shots confirm their order was made correctly and that it was provided to them completely. Fact is the order of tater tots they received was larger than the side order they requested. The *** review make by *** *** was bizarre in that *** *** was not even present or party to the transaction. Again I provided a professional, polite and firm response also providing the photographic evidence that clearly shows my staff did nothing wrong. *** *** then responded with yet another childish rant and I declined to engage her further.Approximately days ago I received a ** message from *** expressing dismay that I had posted the video/pictures in my response to her. She told me that she did not make the posts but that she would get hold of the responsible parties and have them remove the posts. I was not able to respond to the ** message as she had blocked meThis complaint is patently and has no merit, this is not a "he said/She said" as *** put in her ** message to me. As a business owner I am committed to customer service and we bend over backwards to make sure the customer gets exactly what they paid for and at times we have even taken care of the customer complaint when it was not entirely our fault...example being the customer orders a hot sandwich to go and when they get to Julian its cold...we replace those sandwiches, we have also replaced and refunded for sandwiches in which the customer admits ordering wrong etc. This is the first time in years of operation that we have had anyone make such a complaint and to have them take the theatrics this far. Its one thing if we made the mistake or if we refused to make the wrong right...HOWEVER in this case they complaint is not only unfounded but also is coupled with borderline criminal threats from her husband *** as well as possible Civil responsibility for slander. The long and short of it is that these people tried to run a scam, got caught and then used attempted blackmail and threats to get a full refund. We will not be blackmailed or intimidated. After spending yuears in law enforcement it is my opinion based on my phone conversation and listening to the staffs observations and then having the threats made that these individuals may have been intoxicated, acted out and then once they found my response to be memorialized with video and still pictures they realized they had made a mistake and wanted their pictures removed. What these people have done with their accusations and comments are not just but injurious and slanderous to me and my businessHad I been able to reply to the ** message that *** sent and then blocked me from responding to, I would offer this...She and her friend remove the reviews and provide a written statement that they will not return to our store and that neither them or their friends will provide any further retaliation reviews and I will remove their pictures from the comments. You may let them know also, that I have consulted with an attorney, we have hired a private investigator that has determined their home of record as well as places of employment should we need to serve them with legal process. So its real simple, they don't like their pictures on social media, I don't like their bogus attempt at blackmail...remove the comments, do not come in our business and I will remove my comments.