Monkeypod Kitchen by Merriman KO Olina

Re:ID [redacted] Aloha Mr [redacted] , fJUL 201iAs you said in your letter there are two sides to every disputeThank you for taking the time to listen to our sideWe take a tremendous amount of pride in our service recovery programWhen one of our guests is wronged we have empowered our staff to do whatever it takes to "turn it around' and make sure the guests leave happyWe are true believers in "if you are wrong, admit it quickly."In the case of the $1, [redacted] bag we are prepared to do the right thing and replace the bag,if indeed the bag was damaged to the point where a new one is in orderI sympathize with our guest whose new expensive bag was caught in the middle of an unlucky mishapI wish it was a simple as cutting her a $2,dollar check, but first we had to do our due diligence.Here is a brief outline of how we saw the events unfold and the steps we took to remedy the problem: Our employee accidentally spilled an ounce or so of liquid that accumulated on a cocktailtray onto one of our guest's purseOur employee made best efforts to cleaning and drying off the liquid with soda water and towelsAt this point there was little indication that the guest was upset, and appeared satisfied with how our employee dealt with the liquid that made it to her purse.2.The guest brought the bag in to the restaurant the next day to show us what had happened, but there were no indications of stains, odors, or sticky areas on the bag.3.As a way of taking responsibility for this misfortune we felt the right thing to do would be topay to have the bag professionally cleaned.4.We took the bag to the store in which it was purchasedA [redacted] store manager along with other sales representatives inspected the purse and concluded the bag was in like new condition and there was no evidence of any damageThey strongly advised not to have the bag cleaned, as it could diminish the quality of the leather and was entirely unnecessary.5.The purse was returned to the owner and we shared the comments from the [redacted] staffWe presented $in promo certificates as a way of saying sorry for the hassle, but we have good news; the bag is in like new conditionThe guest accepted the certificate and went on her way.6.Our Vice President and General Counsel spoke with the guest to follow up to ensure that she was satisfied and the guest shared that knowing that liquid was spilled on the bag made her feel upset when she carried itOur Vice President offered, again, to have the bag cleaned professionally for her but requested that the guest sign a waiver if she elected that option since [redacted] did not recommend that the bag be cleanedThe guest stated that she would only be happy with a new handbag or having [redacted] clean the bagBag cleaning is not a service provided by [redacted] and as such is not a service Monkeypod Kitchen can undertake on the guest's behalf.I am saddened that this has unraveled in such a way where a guest left our restaurant feeling like she had been wrongedWe tried our best to "turn the guest around," and provide appropriate solutions to problem but we are unable to purchase an entirely new handbag for the guest at this pointI look forward to your insight as maybe you have a solution where all parties can feel good about the outcome of this unfortunate circumstance we are in

Re:ID ***Aloha Mr***, fJUL 201i. As you said in your letter there are two sides to every disputeThank you for taking the time to listen to our sideWe take a tremendous amount of pride in our service recovery programWhen one of our guests is wronged we have
empowered our staff to do whatever it takes to "turn it around' and make sure the guests leave happyWe are true believers in "if you are wrong, admit it quickly."In the case of the $1,*** bag we are prepared to do the right thing and replace the bag,if indeed the bag was damaged to the point where a new one is in orderI sympathize with our guest whose new expensive bag was caught in the middle of an unlucky mishapI wish it was a simple as cutting her a $2,dollar check, but first we had to do our due diligence.Here is a brief outline of how we saw the events unfold and the steps we took to remedy the problem: Our employee accidentally spilled an ounce or so of liquid that accumulated on a cocktailtray onto one of our guest's purseOur employee made best efforts to cleaning and drying off the liquid with soda water and towelsAt this point there was little indication that the guest was upset, and appeared satisfied with how our employee dealt with the liquid that made it to her purse.2.The guest brought the bag in to the restaurant the next day to show us what had happened, but there were no indications of stains, odors, or sticky areas on the bag.3.As a way of taking responsibility for this misfortune we felt the right thing to do would be topay to have the bag professionally cleaned.4.We took the bag to the store in which it was purchasedA *** store manager along with other sales representatives inspected the purse and concluded the bag was in like new condition and there was no evidence of any damageThey strongly advised not to have the bag cleaned, as it could diminish the quality of the leather and was entirely unnecessary.5.The purse was returned to the owner and we shared the comments from the *** staffWe presented $in promo certificates as a way of saying sorry for the hassle, but we have good news; the bag is in like new conditionThe guest accepted the certificate and went on her way.6.Our Vice President and General Counsel spoke with the guest to follow up to ensure that she was satisfied and the guest shared that knowing that liquid was spilled on the bag made her feel upset when she carried itOur Vice President offered, again, to have the bag cleaned professionally for her but requested that the guest sign a waiver if she elected that option since *** did not recommend that the bag be cleanedThe guest stated that she would only be happy with a new handbag or having *** clean the bagBag cleaning is not a service provided by *** and as such is not a service Monkeypod Kitchen can undertake on the guest's behalf.I am saddened that this has unraveled in such a way where a guest left our restaurant feeling like she had been wrongedWe tried our best to "turn the guest around," and provide appropriate solutions to problem but we are unable to purchase an entirely new handbag for the guest at this pointI look forward to your insight as maybe you have a solution where all parties can feel good about the outcome of this unfortunate circumstance we are in

Here are pictures of the bag. It's blue outside and black inside. Very hard to see damage since it happened back in May. [redacted] told me back then in May, a couple days after the incident that if alcohol was spilled in my bag, they recommended getting it REPLACED. When Monkeypod brought the bag to [redacted] at least 3 weeks later - hard to see the alcohol that got spilled in the bag.

Re:ID  [redacted]Aloha Mr. [redacted], fJUL 0 6 201i. As you said in your letter there are two sides to every dispute. Thank you for taking the time to listen to our side. We take a tremendous amount of pride in our service recovery program. When one of...

our guests is wronged we have empowered our staff to do whatever it takes to "turn it around' and make sure the guests leave happy. We are true believers in "if you are wrong, admit it quickly."In the case of the $1,800 [redacted] bag we are prepared to do the right thing and replace the bag,if indeed the bag was damaged to the point where a new one is in order. I sympathize with our guest whose new expensive bag was caught in the middle of an unlucky mishap. I wish it was a simple as cutting her a $2,000 dollar check, but first we had to do our due diligence.Here is a brief outline of how we saw the events unfold and the steps we took to remedy the problem:1.    Our employee accidentally spilled an ounce or so of liquid that accumulated on a cocktailtray onto one of our guest's purse. Our employee made best efforts to cleaning and drying off the liquid with soda water and towels. At this point there was little indication that the guest was upset, and appeared satisfied with how our employee dealt with the liquid that made it to her purse.2.The guest brought the bag in to the restaurant the next day to show us what had happened, but there were no indications of stains, odors, or sticky areas on the bag.3.As a way of taking responsibility for this misfortune we felt the right thing to do would be topay to have the bag professionally cleaned.4.We took the bag to the store in which it was purchased. A [redacted] store manager along with 2 other sales representatives inspected the purse and concluded the bag was in like new condition and there was no evidence of any damage. They strongly advised not to have the bag cleaned, as it could diminish the quality of the leather and was entirely unnecessary.5.The purse was returned to the owner and we shared the comments from the [redacted] staff. We presented $200 in promo certificates as a way of saying sorry for the hassle, but we have good news; the bag is in like new condition. The guest accepted the certificate and went on her way.6.Our Vice President and General Counsel spoke with the guest to follow up to ensure that she was satisfied and the guest shared that knowing that liquid was spilled on the bag made her feel  upset  when  she carried  it. Our  Vice  President offered, again, to  have the  bag cleaned professionally for her but requested that the guest sign a waiver if she elected that option since [redacted] did not recommend that the bag be cleaned. The guest stated that she would only be happy with a new handbag or having [redacted] clean the bag. Bag cleaning is not a service provided by [redacted] and as such is not a service Monkeypod Kitchen can undertake on the guest's behalf.I am saddened that this has unraveled in such a way where a guest left our restaurant feeling like she had been wronged. We tried our best to "turn the guest around," and provide appropriate solutions to problem but we are unable to purchase an entirely new handbag for the guest at this point. I look forward to your insight as maybe you have a solution where all parties can feel good about the outcome of this unfortunate circumstance we are in.