Los Caporales

Better Business Bureau Complaint ID: [redacted] The following statement is in respond to a customer service complaint presented by [redacted] to Revdex.com on March 4th of To whom it may concern- On Saturday February 28th of 2015, [redacted] (customer) presented herself with her family and a group of about

Complaint: [redacted] I am rejecting this response because:the business is being dishonest about their reoccurance of what happenedThey were informed the same night about this complaint and when the [redacted] was rude over the phone with my mom (my mom speaking on my behalf because the acting [redacted] only spoke Spanish), once I was off work, I showed up in person I then requested to speak with the [redacted] whom was not there and I was told would be in on MondayMy mom spoke with him and she was told my husband and my self would have to goI called twice more that evening before attempting to go to the restaurant ( it was extremely cold and I have a 1yr old and a yrold, and was not going to get them out if the restaurant [redacted] was not in) and was told both times that he was not in I left with both my young daughters after a wait of over hour and minutes and still no foodThe Order was cancelled and the food was brought out to my husband and he was expected to pay for it If an order has been cancelled, then nothing should have ever been bagged and brought out to my husband to pay forI find it quite convenient that now the business states that I was rude and that we had our food in minutesThey have stated over and over that they have cameras to prove this, I'd like to see their proof, because the cameras I garuntee will show my complaint to be true And how unfortunate that a business would lie to keep $ I will never walk through their doors again Regards, [redacted]

RevDex.com Complaint ID: [redacted] In response to rejection response by [redacted] . BBB letter dated April 08,2015 Dear customer, I appreciate the response and understand and validate your concerns with difficulties about the situation; unfortunately we as a business and you as a costumer have different version of the events that unfortunately lead to this complaints. Without going further into more detail about these events; I agree with you that $20 dollars is not an amount that my business or any business wants to lie for or keep; if their customers are totally unsatisfied; at Los Caporales; same as most business, customer service is the priority. It will be really pity from my business side to keep "fighting" or lying for twenty dollars; the amount has never been the reason of not getting you the refund back BUT rather the business policy; after all arguments about what happened between the waiting times, the cameras, you leaving, your husband staying, paying and taking the food etc. etc.; I do have a thing to apologize and is that maybe we were not explicit at the beginning; that we were totally ok with proving the refund as long as the credit card holder presented himself at the restaurant to make the credit card transaction refund. Without further statement, Los Caporales will provide the refund to the credit card holder at any reasonable time between the restaurant business hours. Sincerely, [redacted] Business ***

Better Business...

Bureau                                     ...⇄ Complaint ID: [redacted] The following statement is in respond to a customer service complaint presented by [redacted] to Revdex.com on March 4th of 2015. To whom it may concern- On Saturday February 28th of 2015, [redacted] (customer) presented herself with her family and a group of about <20 other individuals; After the party had be seated the waitress proceeded to take drink orders, when the waitress had then come up to serve drinks [redacted]'s husband kindly stood up to help distribute the beverages to the group. [redacted] seemed to be unpleasant with her husband's actions; afterwards the waitress proceeded to take the food order. The waitress informed the group that food would have 20-30 minutes to be served. After about 20 minutes plates started to be distributed among the guests and at that moment [redacted] and her daughter stood up, requested to have her order canceled and left. The waitress asked [redacted]'s husband if he wanted to take the 2 remaining plates to go since they had already been made; he agreed and naturally the plates where packed and handed over the her husband. After the party had finished eating the check was split and everyone paid their own portion, including [redacted]'s husband who was even asked if he had enjoyed his meal and unhesitantly showed satisfaction. Two days later, Monday March 2nd [redacted]'s mother showed up at the restaurant trying to return the plates that had been packed to-go and demanded a refund. I informed [redacted]'s mother that in order for me to issue a refund the person that had paid would have to be present since it was a credit card transaction, she then left. That same night [redacted] called demanding a refund, [redacted] was then told that her husband would have to be present in order to issue a refund. Nothing was heard about the incident from that day on. For legal and security reason a refund on a card cannot be issued unless the cardholder is present to sign; However [redacted]'s husband never complained over the phone or in person. We strive to satisfy all customers, and provide them with excellent service. It is unfortunate that [redacted] was unsatisfied with the service she was given and we look forward for this dispute to be resolved in a satisfactory way to both sides. Regards, [redacted] Los Caporales Mexican Restaurant. [redacted] [redacted]

Complaint: [redacted]
I am rejecting this response because:the business is being dishonest about their reoccurance of what happened. They were informed the same night about this complaint and when the [redacted] was rude over the phone with my mom (my mom speaking on my behalf because the acting [redacted] only spoke Spanish), once I was off work, I showed up in person.  I then requested to speak with the [redacted] whom was not there and I was told would be in on Monday. My mom spoke with him and she was told my husband and my self would have to go. I called twice more that evening before attempting to go to the restaurant ( it was extremely cold and I have a 1yr old and a 3 yr. old, and was not going to get them out if the restaurant [redacted] was not in) and was told both times that he was not in. 
I left with both my young daughters after a wait of over 1 hour and 20 minutes and still no food. The Order was cancelled and the food was brought out to my husband and he was expected to pay for it.  If an order has been cancelled, then nothing should have ever been bagged and brought out to my husband to pay for. I find it quite convenient that now the business states that I was rude and that we had our food in 20 minutes. They have stated over and over that they have cameras to prove this, I'd like to see their proof, because the cameras I garuntee will show my complaint to be true.  And how unfortunate that a business would lie to keep $20.  I will never walk through their doors again.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. A refund was given and that was the goal this entire time.
Regards,
[redacted]

Revdex.com                                   ...⇄ Complaint ID: [redacted] In response to rejection response by [redacted]. Revdex.com letter dated April 08,2015 Dear customer, I appreciate the response and understand and validate your concerns with difficulties about the situation; unfortunately we as a business and you as a costumer have different version of the events that unfortunately lead to this complaints. Without going further into more detail about these events; I agree with you that $20 dollars is not an amount that my business or any business wants to lie for or keep; if their customers are totally unsatisfied; at Los Caporales; same as most business, customer service is the priority. It will be really pity from my business side to keep "fighting" or lying for twenty dollars; the amount has never been the reason of not getting you the refund back BUT rather the business policy; after all arguments about what happened between the waiting times, the cameras, you leaving, your husband staying, paying and taking the food etc. etc.; I do have a thing to apologize and is that maybe we were not explicit at the beginning; that we were totally ok with proving the refund as long as the credit card holder presented himself at the restaurant to make the credit card transaction refund. Without further statement, Los Caporales will provide the refund to the credit card holder at any reasonable time between the restaurant business hours. Sincerely, [redacted] Business [redacted]