New Peking Restaurant

Dear Sir or Madam, My name is Linda and I am the manager at New Peking RestaurantFirst of all, I would like to express my sincere appologies for the experience that Mr*** has experienced at our restaurant. Mr*** has frequented our restaurant and had a couple of incidents.
The first incident was resolved and the second was pending due to a miscommunication one of our servers had about the incident On the first incident, Mr*** called us to inform us that he had found a shred of metal in the fried rice back in April. Although we are unsure how and where a shred of metal could have gotten into his rice, we appologized for the incident and offered him a replacement for his meal. Mr*** was understanding and agreed to the replacement meal we offered. A few weeks later, Mr*** came in to order his usual take-out meal, which included a bowl of wonton soup and a chicken fried rice. At this time, we gave him the fried rice we had promised earlier on free of charge and the issue was resolved. However, shortly after picking up his meal, Mr*** called back to inform us that there was another problem and this time it was his soup. Again, even though Mr*** did not bring in the food, we took his word and offered him another replacement. He agreed to come in to get his replacement the next time he was in On May 19th, Mr*** placed an order of chicken fried rice and a bowl of wonton over the phone and did not mention about the replacement to the server. When he arrived, he told the server that he will not pay for the soup since it was promised to him. Unfortuately, the server at the time was not aware of the situation and was thrown off guard by and did not fully understand Mr***' story. She told him that she does not know about the incident, which then Mr*** angrily stormed out of the restaurant. I would like to express how sorry I am for what Mr*** felt and would like to insure that we take every incident very seriously and strive to provide excellent service and food to our customers. Following Mr***' first and second mishaps, all staff members were notifed of the incidents at the monthly meeting. Regrettably, the server that was on shift on the 19th was not able to attend the monthly meeting and did not know of the full incident. Additionally, since the server's native lanuage is not English, she explained that she did not fully understand what Mr*** was explaning and stated that she failed to see the message that was posted next at the front counter regarding Mr***. The server expressed that she feel terrible for what happened and has been talked to about the incident We understand that food mistakes can occur on occassion, but it very rarely in our restaurant as we make take extreme protocol to ensure that all our food is prepped, cooked and packed using a strict process. In the incident of the wonton soup, we would like to explain that our soup broth is made from chicken and at occassions, the thin chicken tendons gets through to the broth, which could be perceived to be something other than it is. As for the vegetables that are placed in the soup, it is all triple washed and blanched fully before it is placed into the broth so the vegetables so there is no possibility of it having a worm. We just want to assure Mr*** that there is absolutely no possible way for a worm to be in the soup or any of the food. But since he did perceived it be, we did not question or dispute it with him and more than willingly offered the replacement for his unsatisfactory experience. We do not understand how and why Mr*** has had both incidents happen to him, but we do offer our sincerely appologies to him and his family for any inconvenience and unpleasant experience he may have felt. We promise to take additional measures to ensure that this does not happen again. We just ask for Mr***' understanding and that we do care for what he went through. I am truely sorry for the incident and the miscommunication. On behalf of the Peking staff, I would like express my sincerely appologies to Mr*** Sincerely, Linda C