Kanpai Izakaya Restaurant

I have mailed out another check to the customer this morning.The check number is [redacted] and amount is $26.00.I have attached the picture of check and mail

I'm writing in response to the case ID [redacted] .This customer ordered rolls with customization of changing seaweed paper to soy paper that caused extra $upcharge ($per roll) on her original bill.Every Japanese restaurant charges extra for soy paper since it's more expensive than seaweed paper.It's a common sense that there is extra charge if you substitute something into your order, just like any other food(ex: there's extra charge if you substitute almond milk instead of regular milk to your latte)Our POS doesn't print all the 'back of house messages' on guest check (just like many other restaurants), therefore the soy paper charge wasn't printed on the customer's check (but the extra charge/price is added to the final bill amount).I have explained about this to the customer over the phone but she asked for $refund because the number on the receipt doesn't add up to her calculation.It's hard to understand why the customer is claiming that we 'overcharged' her when we charged for what she had.I would have processed a refund if we charged a customer for something that customer didn't eat or order, because that is overcharge.The fact that she had rolls with soy paper doesn't change whether it's printed on the bill or not, therefore this is NOT overcharge.Our servers and chefs still remember about this order because the customer ordered everything in soy paper (It doesn't happen too often).The customer is basically saying that she doesn't want to pay for what she had, which doesn't make sense at all to usHere's the breakdown of the bill:rolls with glasses of wine ($58) + Soy paper for rolls ($12) + tax ($3.54) = $This was the exact amount we charged this customer and they split the check in half, so it was $($subtotal + $tax) per check (the customer left $tip/service charge and she was charged $in total).Furthermore, the customer shouldn't asked to be only charged for subtotal (which she is asking in desired outcome), she needs to pay the taxes too.Please see attached for the customer's order on our POS.Attachment is showing half of the customer's bill ($36.77) because she split check with her friend.Please let me know if you have any questions or need more explanation

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
That address is correct, and yes it's my work address - if you want you can address it to [redacted] ATTN: Jenni [redacted]I don't feel comfortable providing my home address. The check still has not been received so I have a feeling that it did somehow get lost, even though it's coming such a short distance. 
Regards,
Jenni [redacted]

I'm writing in response to the case ID [redacted].This customer ordered 6 rolls with customization of changing seaweed paper to soy paper that caused extra $12 upcharge ($2 per roll) on her original bill.Every Japanese restaurant charges extra for soy paper since it's more expensive than seaweed...

paper.It's a common sense that there is extra charge if you substitute something into your order, just like any other food. (ex: there's extra charge if you substitute almond milk instead of regular milk to your latte)Our POS doesn't print all the 'back of house messages' on guest check (just like many other restaurants), therefore the soy paper charge wasn't printed on the customer's check (but the extra charge/price is added to the final bill amount).I have explained about this to the customer over the phone but she asked for $15 refund because the number on the receipt doesn't add up to her calculation.It's hard to understand why the customer is claiming that we 'overcharged' her when we charged for what she had.I would have processed a refund if we charged a customer for something that customer didn't eat or order, because that is overcharge.The fact that she had 6 rolls with soy paper doesn't change whether it's printed on the bill or not, therefore this is NOT overcharge.Our servers and chefs still remember about this order because the customer ordered everything in soy paper (It doesn't happen too often).The customer is basically saying that she doesn't want to pay for what she had, which doesn't make sense at all to us. Here's the breakdown of the bill:6 rolls with 2 glasses of wine ($58) + Soy paper for 6 rolls ($12) + tax ($3.54) = $73.54 This was the exact amount we charged this customer and they split the check in half, so it was $36.77 ($35 subtotal + $1.77 tax) per check (the customer left $10 tip/service charge and she was charged $46.77 in total).Furthermore, the customer shouldn't asked to be only charged for subtotal (which she is asking in desired outcome), she needs to pay the taxes too.Please see attached for the customer's order on our POS.Attachment is showing half of the customer's bill ($36.77) because she split check with her friend.Please let me know if you have any questions or need more explanation.

I have mailed out another check to the customer this morning.The check number is [redacted] and amount is $26.00.I have attached the picture of check and mail.