Mrs Rice's

Review: My family and I have been coming here for over 20 years, but today was the last time. After receiving a poor quality wrap food today, I decided to exchange it. After letting the cashier know about what I wanted, she began to tell at my mother; she began to tell her she was tired of her bringing problems. The only other time we had complained was when he had found a hair inside one of their chicken bowls. The cashier continued insulting my mother in front of customers and explaining to them what was going on. After what happened I decided to speak to the owner who was present and heard everything that had happened. I thought he would be more understanding, but I was mistaken. After telling him that today we had received the worst customer service ever and that I wanted to return my food, he said he would gladly do it and that he never wanted to see me or my family again. He went to the register and handed me my money. He then told me "Please tell the rest of your family I never want them here again." He told me that he doesn't want anyone returning his food. He continued saying that he will not change anything about his business and customer service and if I don't like it to go elsewhere. His wife is the same way and have insulted us in the past, but this was the worst. I never thought I would get mistreated at a place I have been eating at for so long, but I did. I will definitely never come back.Desired Settlement: I don't think it's fair for a consumer to receive such mistreatment. I was aware that they provided bad customer service, but I liked the food. They just always seemed like they could get away with yelling at anyone they pleased. I want the business to be aware of how they hurt us and that they are not behaving in a professional manner. I definitely don't want anyone else to get treated the way my mom and I did.

Business

Response:

From: [redacted]

[mailto:[redacted].com]

Sent: Wednesday, May 15, 2013 6:07 PM

To: [redacted]@sandiego.Revdex.com.org

Subject: Response to Customer Complaint [redacted]

During

the incident in question in which the customer came in, she ordered a Spicy

Thai Wrap and did not mention that she wanted a wheat tortilla wrap instead of

the regular flour tortilla. We had to throw the first wrap away and make her

another one with wheat tortilla as she had asked. Shortly after, her mother

came back and said it was too small; we re-made it again, this time larger as

she had asked. I did not hear the conversation she had with the cashier at the

front. After she left, her daughter returned and asked for her money back,

telling me that she was unhappy with the service. I said replied that it was

okay and returned her money. After she received the money, she told me that she

was unhappy with the service and would not come back to the establishment

again. I said that was alright, because no matter what I did, I could not seem

to please her or her family. She was the one to say that she would not return.

This

family has been coming to our restaurant for many years and I have owned this

restaurant for eight years. In the past eight years, they have left us complaints

for approximately 80% of their visits. Nearly each time, they complained about

the food being "too little," "too small," or that the food

was "not cooked the way" they wanted, and I have attempted to please

them each time they complained. The complaints concerning hair in the food has

occurred about five or six times within two months time. Out of hundred of

thousands of other customers throughout the past eight years at Mrs. Rice's, we

very rarely ever received any complaints about hair in the customers' food. My

wife and I have tried to please them to the best of our ability, but this day

we could not. In the past twenty-seven years I have worked in restaurants,

these are the only customers I have not been able to please.

Here is my name and

contact number; the Revdex.com is welcome to discuss this incident with the employees

at any time.

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Consumer

Response:

I have reviewed the response 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.

I found the statement by the establishment inaccurate ,and I feel that it misrepresents the actual occurrences of the event. Complaining 8 times in a 2-month period is a part of the statement I found to be untrue; complaining 80% out of eight years is a little fabricated. I understand the owner is trying to make it seem like we are big complainers but we are not. We only ask for what should have been done right the first time. The hair we have found in food has been a perfectly valid complain; the employees do not wear hair nets. Many times the female employees are in the kitchen helping with nothing to protect their hair from falling into the food. I believe the situation is that most people do not complain and we do whenever the food is not up to par with what is expected from any restaurant business. He says that we are the only people that he hasn't been able to please; this isn't the case, because there have been many customers throughout the years that have left unhappy. We have been present in situations where customers leave the food on the counter after a refund is denied for low quality food or inaccurate orders. Even previous and present employees are aware of the reoccurring problems. The employees are afraid and are told not to talk because it will cost them their job; this statement has come from the employees. The employees that are treated in such a way are only the Hispanic individuals. According to the Yelp, a food review website, most customers complain about bad service, small portions, or low quality food. I am not the only one who feels that this business needs improvement and are not running a high quality business. This business does not fulfill the necessary customer service requirements and has never been accommodating. Not once have the owners or cashiers been friendly and welcoming. The only reason we kept going back for so long is because it is a healthier alternative to the other fast food places. The owner's wife seems to be working more than him, so maybe he is not fully aware of what happens; Overall, an owner should be aware and try to improve his business, instead of continuing with his practices that he thinks are appropriate.

The owner is saying he did not hear the conversation my mother had with the cashier, although he was standing right behind her. The cashier also looked back at him and began to explain the situation in a different language. When a cashier insults, embarrasses, and yells at a paying customer in such a rude and unacceptable manner, the owner should step up and try to resolve the problem. He was hiding and did not attempt to resolve the conflict at any time. Another statement I found to be false was the way he acted when I approached him with my complain. After I told him that the cashier's attitude was unacceptable and said we would not be eating there anymore, he responded by saying that is was alright with him. After handing me back my refund I told him I couldn't believe the mistreatment towards my mother; he told me that if I didn't like his food to go elsewhere. He also thanked me for never going back there again and told me to tell my mother and father never to enter his business. Never had I heard of anyone receiving such treatment from a restaurant. An owner should have an accommodating and professional attitude when running a business. These owners are not professional and people like this should not own a business.

I can honestly say my statement is truthful and accurate. I am not asking for any type of monetary payment. The owners have such a mentality and habits that are not compatible with any business' code of ethics. The food complaints that I have made are nothing out of the ordinary in the restaurant world and can be simply resolved. If they cannot accept customers' criticism over their food, maybe they are not capable of running any business. All I am asking is for this business to learn how to treat customers and for them to understand that they are not doing their customers a favor. People are not asking for free food, they are paying for it. I am hoping they understand common courtesy and do not repeat their inappropriate actions with other paying customers. I want justice to be done about what happened to my family and me. If this issue wasn't important or I didn't find it to be a serious problem, I would not be wasting my time.

Regards,

Business

Response:

From: [redacted]

[mailto:r[redacted]com]

Sent: Wednesday, May 22, 2013 4:59 PM

To: [redacted]@sandiego.Revdex.com.org

Subject: Response to Customer Complaint #[redacted]

I

have spoken with the employee who was in charge of the cashier at the time and

I have established that an employee should not talk back to customers in such a

manner. It benefits neither the customer nor the establishment and I apologize

for what has occurred and I hope it will never happen again. We will strive to

be more accommodating and hopefully a more friendlier and welcoming business.

Our

employees have been a part of this establishment for many, many years and

nobody has worked under the threat of being fired. The Revdex.com is still welcome to

talk with the employees at any time.

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