Kay Redding Construction, Inc.

Initial Business Response /* (1000, 5, 2015/07/07) */
Contact Name and Title: Steve [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@embarqmail.com
In response to the consumer's complaint regarding their dissatisfaction of the to-go order of fish and chips they received from our...

establishment, I am enclosing copies of supporting documents which show the timeline of events.
Our employee received a call from the consumer on 06-18-15 at 7:07pm for two orders of fish and chips to-go, as indicated on the enclosed copy of the check (exhibit A). The employee told the consumer the order would be ready for pick-up in 20 minutes, which it was. However, the consumer did not pick up the their order until 7:47pm, which was 20 minutes past the time whey were told to pick up the food. I have enclosed a copy of the credit card receipt signed by the consumer, which shows the time it was picked up and paid for (exhibit B). Later that evening the consumer called to complain about the food and asked for a refund. The employee who took the order said she was unable to do that since they didn't pick up the food until 20 minutes after the time she said to pick it up. The consumer continued to complain at which point my employee advised they call back the next day to speak to me, the owner. The following day the consumer brought back the uneaten portion of the food and demanded a refund. I explained to her that our food is cooked to order and guaranteed to be hot and fresh at the time we tell the customer it will be ready. I told her that since they had arrived 20 minutes past the time they were told by my employee that it was not our fault the quality of the food was compromised and, therefore we would be not be able to issue a refund.
OFFER:
Although we strive to have happy customers all the time, unfortunately, in this case, we do not feel that we should have to absorb the cost of the fish and chips due to the consumer's negligence, and therefore, will not be issuing a refund to the consumer. However, we would like to offer the consumer a gift certificate for a free dessert or appetizer on their next visit.
I apologize if the consumer felt I was being rude. It is never my intent to be rude to anyone, especially as customer.