Monsters Bar & Grill

Review: On 3/16/2016 I called Monster's Bar and Grill to place a delivery order ($15.00 or more or $2.00 fee will be added to bill) what's stated on the business menu. While in the middle of placing my order I was put on hold for a few minutes and then the woman came back to the phone to complete my order. I asked the woman are they still selling shrimp scampi. I was told that is the special for the day so , I proceeded to order 3 separate orders of shrimp scampi $11.99 (each). I then asked for the total including tax and was advised $13.29 for a total of $41.87. I added ( $13.29x3 )and got the total of $39.87 not $41.87. I then realized she added the $2.00 delivery fee. When the food arrived at my job (place of delivery ) I noticed there was white rice underneath my shrimp scampi. I was NOT told the order would include rice , because I would have never ordered being I don’t eat rice. To add , the entire meal was overcooked. I have ordered from this business on numerous occasions and was very dissatisfied with the customer service and food this time. I called back and spoke with [redacted] (owner ) and was told they can bring me the correct order and I declined being that my lunch break was over. I told [redacted] I get off at 4pm and I would be there to bring him his food and to get my money back! The fact that I have to drive on the other side of town to get my money back is not good customer service. I am not a happy customer.Desired Settlement: If a refund is not given I will file another complaint.

Business

Response:

Dear Customer,Thank you for taking the time to communicate to us why our products did not meet your expectations. We have every desire to address your needs and proceed the best solution available to resolve your issue as soon as possible.I will address your concerns individually. As you stated, on 3/16/16 you placed three individual lunch orders. Each individual total was in fact $13.29. However, as our menu states, there is a $3-dollar charge for all orders under $15.00 and as I am sure you understand, $13.29 is under $15.00. I have included a photo of the menu in question as well. Knowing that all three orders were to the same deliver address, we discounted the $6 delivery fee down to $2.00 for your convenience. Secondly, you state that you did not know there was rice in the special and that you would not have ordered this item had you known. Please keep in mind that this is three individuals orders we are discussing, and while you did not want the rice, the other two customers have not complained thus far. This particular special is not included on our menu at all. This was a special promoted only on Facebook and we included photos, which I have attached here. If you would please make note that rice is clearly visible in the photo. However, to prevent further confusion on the part of any customer, we will now include the words rice in our description should we have this special again. Please accept our sincerest apology for any trouble or inconvenience we have caused you. My manager [redacted] handled the situation with a professional demeanor when he offered to replace the items for you as well as when he provided you a full refund that day. Again, I highly appreciate your feedback, as it will assist us in becoming better at what we do. It is my goal, as the owner, to retain you as a satisfied customer and we would be happy to serve you again in the future.Thank you,Valerie BrownOwner, Monsters Bar & Grill[redacted]

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

On

3/16/16 I presented the idea to eat from Monster's to two coworkers. This

specific day there was a Facebook advertisement for shrimp scampi( the rice was

not visible in the picture I seen). With that being said, I agreed to call

Monster's and place one large order for 3 different people which was a total of

$41.87( $2.00 delivery fee included) . On the phone I asked specifically for

shrimp scampi only for all three orders. The amount for each individual

meal and was told $13.29. A delivery discount was never asked for, so if

I was responsible to pay $6.00 that would have been fine. Once the order

arrived my coworker went outside to get the order. Once she returned I was not

happy with my order nor was my coworkers. I called Monster’s and spoke with [redacted] and explained I was unhappy with

my order. I agreed to be there after 4pm once I got off.Once I arrived at

Monster's I handed [redacted] my food order. I do agree [redacted] was very professional. He

did offer to give me only shrimp scampi and I declined. I was then given a

refund of $13.29. In regards to my coworkers, I apologized to them for the

miscommunication with the lady that took our order. To the owner of Monster's I appreciate the apology and knowing you will know include the words rice in the description.

Regards,