On the Border

I am somewhat of a regular at this location and am concerned about some new hires for this location. Deshaun is a new bartender who appeared to think that open, loud and obnoxious F-Bomb laden conversation with other staff is what that location was missing. I have had previous concerns with staff acting completely unprofessional in the past particularly at the bar tender and waitstaff exchange area. At this point is has gone way too far. I may cuss like a sailor on my own time, but at least I understand when that language should be restrained. I would say this is a poor hire for any restaurant in any corporate setting. Good luck with that one. AS Long as he is there, I will not be.

Why are you such a badly run business with ok menu? WE CANNOT EVEN HAVE ON IN DC OR BURBS because you run them so badly. then I call and cannot leave a voicemail YOU SUCK .. just read trip advisor about the Columbia MD one and it is dirty with mice and rude tatooed managers... SO WILL NOT GO THERE - DID years ago and the manager was scratching his long beard thinking we could not see him EEEEEKK VOMIT...ON THE BORDER CORP IT IS YOUR FAULT IT ALWAYS IS. CHUEYS DOES A LOT MORE AND BETTER THAN YOU...

I have been an OTB customer for years! I have 2 children ages 7 and 9 and I have had baby showers at OTB. My co-workers and I visit this 1 particular location so regularly that we ave almost memorize the entire staff, know when the menu, and the staff recognizes us also. I cam in today to place a to go order and this is the second time my to go was messed up. After I got home and decided to eat my food, a couple hours later, I opened it and realized it was completely wrong AGAIN. I calle dthe restaurant and spoke to [redacted] who attacked me as the customer and then gave me the number to his boss [redacted] because he refused to speak to me further. I called that number and nobody answered. [redacted] accused me of being out of control, which I was not, and hung up the phone. I explained to [redacted] at the beginnng of our conversation that I was VERY frustrated because this continues to happen. It would be different if it was a phone order like previously, but I came in and waited and it was still incorrect. I went into the store and ordered 3 enchiladas explaining that my previous order was incorrect and the MOD offered me free queso to compensate the inconveniece. 3 people had to hear the story before the queso was approved. I spoke to [redacted] expalining that I was frustrated from the beginning and used phrases such as WTH? I also told him that I was in a position that I couldn't return to the restaurant and I was so "_____________" mad because I didn't have anything to eat. I ALSO expalined to [redacted] that I was not attacking him personally and I just wanted to vent my frustrations and it was not personal, but OMG....how complicated is it to take an order in person? [redacted] told me that would not listen to me any further. I again expalined to [redacted] that I was not personally attacking him, but asked that he listen to my frustrations as a customer who spends their money on a consistent basis at this restaurant. [redacted] told me that I did not pay his salary and he did not have to listen to me any further.Desired Settlement[redacted] had no right to attack me, the customer,and tell me that I don't pay his salary. Who's salary do I pay? My co-workers and myself visit this location at a minimum of 3 times a week. Who's salary do we pay? We know the names of [redacted], and [redacted] and the facs of many more. Who's salary do we pay? With the economy being in the state that it is, customer service should be at an all time high. All I wanted to do was be heard. No more no less. Business Response Contact Name and Title: [redacted] G.M.Contact Phone: [redacted]Contact Email: [redacted]I spoke to Ms. [redacted] about this to go order for quite some time the day she placed it. She called to tell me that the order was incorrect and that this happened the last time she was here also. We take issues like this very seriously and correct them immediately with either replacement food, a refund, or certificates mailed to them to replace their order, and all of these solutions were offered to Mrs. [redacted]. The problem was in her demeanor and language while she was relaying her frustration. She continually used excessive profane language (a lot more than "WTH") and after listening to her vent these frustrations for several minutes I told her that I take full responsibility for the mistake and wanted to make this situation right for her but to please not cuss at me. She stated that she was frustrated and wanted me to understand just how frustrated she was and that she would not stop cussing. She stated repeatedly that she spends enough money here that she could talk to me however she wanted and at that point I told her I would not speak any further with her due to her aggressive and abusive tone and language and that "she doesn't pay me to talk to me in that manner." I gave her my Area Director's phone number, if he does not answer, to leave a message. Mrs. [redacted] has conveniently left out that, until she would not stop cussing, I had already promised her certificates to reimburse her for the last two visits but was not able to get her address due to her constant yelling and cussing. The point of the matter is, I apologized several times, accepted accountability for the mistake, and offered her a fair resolution (which she agreed at the time was acceptable) and she still was mainly interested in being aggressive, cussing, and venting her frustration. I take great pride in my service standards at this restaurant and expect every guest to be well taken care of and to have an excellent experience. On occasion we do make mistakes, and I handle every one of them with the same professionalism and manners that a guest in my restaurant deserves. Mrs. [redacted] is correct in the fact that we made mistakes with her last two togo orders, but she is not correct in her statements about her language, that I said "you do not pay my salary", or that I did not give her a chance to vent her frustrations. The situation remains unresolved because Ms. [redacted] does not know how to convey her frustration in a proper, mature manner. At this point I do not want Ms. [redacted] business. I have no need for someone to be in my restaurant that will talk to myself or my team the way she spoke to me on the phone...it is simply unacceptable and just plain rude. Please contact me if you require any further information.Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)[redacted] is certainly putting an ugly spin on the conversation. Whatever I said on the phone I ALSO told [redacted] that I was not personally attacking him and I had a right to voice my frustration. I never did ANY name calling, but I did express my extreme frustration with this not beibe inf the FIRST time my order was messed up. I did not conveniently leave out.anything in my previous complaint, but I did however run out of room. If [redacted]mdoesn't want my bbusines, it's certainly not a problem for myself or my coworkers not to visit this establishment. I have NOT been reimbursed for that meal and [redacted] did not take down any information regarding a reimbursement before he rudely dismissed the conversation. I was ALWAYS under the impression that a customer has the right to voice their ccomplain without the complaint becoming an attack on them. ALSO, after I have spoken to [redacted] I was informed that nothing about my order on that day was a part of normal protocol. So, I'll be more than happy to receive my refund and let [redacted] have his restaurant since he is obviously THE OWNER.Final Business Response We apologize for the lack of satisfactory resolution. While we did not provide a refund for that meal, the [redacted], Area Director sent Ms. [redacted] a $50.00 gift card. We will be sending a $50.00 [redacted] card this week. It can be used at any dining establishment that takes [redacted]. We hope that this will provide all parties with a reasonable resolution. Sincerely, [redacted]On The Border Consumer Response Hi Julie. I responded and accepted the offer provided by OTB, but I have received nothing. I made sure to include my mailing address the last time I provided a rebuttal. It seems as if everybody just passed the buck on this one, however, my original money spent was never returned, no visa was ever mailed, no have dinner on us cards were ever sent. So, seems that all of this was in vain and nobody cared anything about customer satisfaction. I sure would like to know who/what date any of these items were mailed out on.