Lin's House Chinese Restuarant

Review: While at work I phoned in an order for delivery. Two meals exactly the same and requested NO spice. The order arrived and the driver was tipped. When we started to eat, we realized that spice (hot pepper oil) was added to both meals. I called the restaurant to explain that the ordered was incorrect and requested my meals replaced. The girl I spoke with said she didn't understand how that could have happened because she wrote "mild" spice on my ticket. I reminded her then that when the order was placed I requested no spice and couldn't eat spice due to a medical issue. I was then told that they were experiencing a small fire and they wouldn't be able to come back out. I then asked to have my debit card credited. The girl said she needed to speak with the owner when she returned to the phone I was told that I would have to bring the food back and then I would receive a credit to my card. I told them the reason I requested delivery is because I was unable to leave my workplace therefore I couldn't come to there store. I told the girl know that I was not satisfied with their solution and I couldn't understand why they would refuse to credit my debit card. The girl I had been speaking with, hung up on me.Desired Settlement: I just want my debit card credited for the food order of $10.50. I do not expect to get the $3.50 tip back that I gave the driver because he performed his service as promised, on time and pleasantly.

Business

Response:

Lin's House Chinese Restaurant would first and foremost like to apologize for any inconvenience that was brought upon our customer. We understand now that there was a miscommunication between the customer and the cashier as she had mistakenly written down that the customer requested their meals to be "mildly spicy" rather than "not spicy". Lin's House policy regarding incorrect orders is to correct the meals, redeliver the corrected meals to the customer, and exchange them for the incorrect meals. At the time of the call, the restaurant was experiencing a fire in the kitchen and was unable to cook new meals for the customer, thereby preventing the business from exchanging out the corrected meals to the customer. At this time, the customer then requested to have their card credited back the amount of their transaction, $10.50. The cashier working then told the customer that she would need to speak with the owner regarding giving the customer a refund; cashiers are required to notify the owners whenever a customer requests to have their transaction voided. We asked the customer if they could potentially bring in the meals and they would be able to receive a refund once they were brought back. We were then notified by the customer that they were at work and would be unable to come in to return the product. The cashier working that day had not yet been trained on how to void and refund transactions and was unable to assist the customer. The customer received a $11 cash refund the week preceding the incident. Lin's House would like the customer to know that the cashier's actions were not condoned and the situation has been dealt with accordingly. Lin's House once again wishes to apologize for the meals not being up to the standards of the customer and the actions of our cashier. We value all of our customers and wish to thank them for their business and patronage.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I will return to Lin's house as the food and the services is usually very good. I am very pleased to know that what customers think of this restaurant is important to the owner. Regards,[redacted]