Customer ordered over the GrubHub/Seamless ordering platform (This is noted because we are not in direct control of payments and refunds and due to GrubHub's high commision fees we cannot offer any refunds unless we forgot an item we charged you for or did not read your instructions properly.) Once the Customer received her order she called our restaurant and spoke with Team Member DiegoDiego was informed that we had forgotten to pack the customer's extra dressings and that she was on her wayPaula and Diego figure out the dressings were not in the bag because the customer had not selected "extra dressing" as an awhich is actually an extra chargeInstead the customer just wrote it out to circumvent the additional chargeThe customer arrived at the restaurant with one of her Wraps and told Team Member Paula, that not only did we forget the dressings but we also completely missed that she wrote "No Onions"Team Member Paula went to look for the order and upon finding it quickly noted it does not say No Onions under any of the wraps, the customer can check this with her GrubHub/Seamless accountThe customer then preceded to also order an additional order of chicken fingers and was given her dressingsThe customer didn't ask to speak to a manager throughout this interaction but instead sat patiently at the counter, Team Member Paula & Diego were unaware that the customer was displeased with their remedyOnce the chicken fingers were ready the customer began asking for a refund for her WrapWe typically do not do full refunds but instead offer in store creditThe discretion for this scenario would not have been in Team Member Paula's hands and instead with the Assistant Manager on dutyThe customer began telling Paula that she is highly allergic to onions, which Paula found odd because this had not been mentioned at all earlierPaula went to go get Assistant M anager Julia who had been preoccupied in the rear of the restaurantUpon returning to the front Julia and Paula see the customer already left with her Wrap and the other orderRefunds and Remakes of food, while not frequent, are a typical and part of our business, we are always willing to remake any meal to keep our customers happyIt appears the issue was that we were never clear on what the customer's issue and desired remedy wasI would love to offer the customer a one time in store credit of $on any cash order, because this seems like a miscommunication issue, coupled with the restaurant being busy on a Friday nightThat being said, the order was fully completed and the customer had already received that order in its entirety without any mistakes on our part
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***
Customer ordered over the GrubHub/Seamless ordering platform (This is noted because we are not in direct control of payments and refunds and due to GrubHub's high commision fees we cannot offer any refunds unless we forgot an item we charged you for or did not read your instructions properly.) Once...
the Customer received her order she called our restaurant and spoke with Team Member Diego. Diego was informed that we had forgotten to pack the customer's extra dressings and that she was on her way. Paula and Diego figure out the dressings were not in the bag because the customer had not selected "extra dressing" as an add-on which is actually an extra charge. Instead the customer just wrote it out to circumvent the additional charge. The customer arrived at the restaurant with one of her Wraps and told Team Member Paula, that not only did we forget the dressings but we also completely missed that she wrote "No Onions". Team Member Paula went to look for the order and upon finding it quickly noted it does not say No Onions under any of the wraps, the customer can check this with her GrubHub/Seamless account. The customer then preceded to also order an additional order of chicken fingers and was given her dressings. The customer didn't ask to speak to a manager throughout this interaction but instead sat patiently at the counter, Team Member Paula & Diego were unaware that the customer was displeased with their remedy. Once the chicken fingers were ready the customer began asking for a refund for her Wrap. We typically do not do full refunds but instead offer in store credit. The discretion for this scenario would not have been in Team Member Paula's hands and instead with the Assistant Manager on duty. The customer began telling Paula that she is highly allergic to onions, which Paula found odd because this had not been mentioned at all earlier. Paula went to go get Assistant M anager Julia who had been preoccupied in the rear of the restaurant. Upon returning to the front Julia and Paula see the customer already left with her Wrap and the other order. Refunds and Remakes of food, while not frequent, are a typical and normal part of our business, we are always willing to remake any meal to keep our customers happy. It appears the issue was that we were never clear on what the customer's issue and desired remedy was. I would love to offer the customer a one time in store credit of $30 on any cash order, because this seems like a miscommunication issue, coupled with the restaurant being busy on a Friday night. That being said, the order was fully completed and the customer had already received that order in its entirety without any mistakes on our part.
Customer ordered over the GrubHub/Seamless ordering platform (This is noted because we are not in direct control of payments and refunds and due to GrubHub's high commision fees we cannot offer any refunds unless we forgot an item we charged you for or did not read your instructions properly.) Once the Customer received her order she called our restaurant and spoke with Team Member DiegoDiego was informed that we had forgotten to pack the customer's extra dressings and that she was on her wayPaula and Diego figure out the dressings were not in the bag because the customer had not selected "extra dressing" as an awhich is actually an extra chargeInstead the customer just wrote it out to circumvent the additional chargeThe customer arrived at the restaurant with one of her Wraps and told Team Member Paula, that not only did we forget the dressings but we also completely missed that she wrote "No Onions"Team Member Paula went to look for the order and upon finding it quickly noted it does not say No Onions under any of the wraps, the customer can check this with her GrubHub/Seamless accountThe customer then preceded to also order an additional order of chicken fingers and was given her dressingsThe customer didn't ask to speak to a manager throughout this interaction but instead sat patiently at the counter, Team Member Paula & Diego were unaware that the customer was displeased with their remedyOnce the chicken fingers were ready the customer began asking for a refund for her WrapWe typically do not do full refunds but instead offer in store creditThe discretion for this scenario would not have been in Team Member Paula's hands and instead with the Assistant Manager on dutyThe customer began telling Paula that she is highly allergic to onions, which Paula found odd because this had not been mentioned at all earlierPaula went to go get Assistant M anager Julia who had been preoccupied in the rear of the restaurantUpon returning to the front Julia and Paula see the customer already left with her Wrap and the other orderRefunds and Remakes of food, while not frequent, are a typical and part of our business, we are always willing to remake any meal to keep our customers happyIt appears the issue was that we were never clear on what the customer's issue and desired remedy wasI would love to offer the customer a one time in store credit of $on any cash order, because this seems like a miscommunication issue, coupled with the restaurant being busy on a Friday nightThat being said, the order was fully completed and the customer had already received that order in its entirety without any mistakes on our part
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***
Customer ordered over the GrubHub/Seamless ordering platform (This is noted because we are not in direct control of payments and refunds and due to GrubHub's high commision fees we cannot offer any refunds unless we forgot an item we charged you for or did not read your instructions properly.) Once...
the Customer received her order she called our restaurant and spoke with Team Member Diego. Diego was informed that we had forgotten to pack the customer's extra dressings and that she was on her way. Paula and Diego figure out the dressings were not in the bag because the customer had not selected "extra dressing" as an add-on which is actually an extra charge. Instead the customer just wrote it out to circumvent the additional charge. The customer arrived at the restaurant with one of her Wraps and told Team Member Paula, that not only did we forget the dressings but we also completely missed that she wrote "No Onions". Team Member Paula went to look for the order and upon finding it quickly noted it does not say No Onions under any of the wraps, the customer can check this with her GrubHub/Seamless account. The customer then preceded to also order an additional order of chicken fingers and was given her dressings. The customer didn't ask to speak to a manager throughout this interaction but instead sat patiently at the counter, Team Member Paula & Diego were unaware that the customer was displeased with their remedy. Once the chicken fingers were ready the customer began asking for a refund for her Wrap. We typically do not do full refunds but instead offer in store credit. The discretion for this scenario would not have been in Team Member Paula's hands and instead with the Assistant Manager on duty. The customer began telling Paula that she is highly allergic to onions, which Paula found odd because this had not been mentioned at all earlier. Paula went to go get Assistant M anager Julia who had been preoccupied in the rear of the restaurant. Upon returning to the front Julia and Paula see the customer already left with her Wrap and the other order. Refunds and Remakes of food, while not frequent, are a typical and normal part of our business, we are always willing to remake any meal to keep our customers happy. It appears the issue was that we were never clear on what the customer's issue and desired remedy was. I would love to offer the customer a one time in store credit of $30 on any cash order, because this seems like a miscommunication issue, coupled with the restaurant being busy on a Friday night. That being said, the order was fully completed and the customer had already received that order in its entirety without any mistakes on our part.