Papa Z's

[redacted]   Hello [redacted]!!! I'm writing you in regards to the complaint received at the place of our business Papa Z's restaurant at...

[redacted] Thank you for mediating this dispute. My name is GENIA and I'm a manager. I was not even on that day, but I looked into the issue and would like to share my insight with you. Has been family owned and operated for 35 years, 10 years under current ownership. We were very disappointed to learn about these customers being unhappy after the visit, but I can assure you that there's absolutely no chance in the whole world that we would serve somebody bad food. We are definitely compliant with all the rules of storing heating and serving food, never a problem with the health inspector that visits us frequently. I found the slip with the order for these customers and double checked with the guys that made the order, there was no pizza, just a grinder and it was in fact made the way it was ordered, i'm not sure if they got pizza on a different visit, but anyhow, the "advertised meatballs" that would normally be put on a pizza are in fact HOMEMADE meatballs that are chilled in the cooler and sliced cold to put on the pizza, since it would be hard to slice a hot meatball. Everything is prepared to order, so the philly steak slices are sautéed to order in a pan and then put on a grinder roll and toasted in the oven. Cheese melts on the bread under the meat that's why they thought there was no cheese on it. One of the owners was the lady serving them and when they came back in after eating a good portion of the grinder outside in the car to complaint, she inspected the food and tried to explain to them why they might have thought that there was no cheese on it, but I guess they didn't find that explanation sufficient. As far as the prices go, they are clearly stated in our menu and online, but our cash register doesn't have an option to reprint receipts, so cash receipts are only available on request. We are sorry that for some reason they didn't like the food and we are completely fine with refunding them their money ($9,52) if they feel like that's what they want. Any "inspection of our meats, storage, expiration and preparation" is done on regular basis here, by owners themselves and is our top priority, and we welcome any other inspection at any time. The family that owns the restaurant, have been in this business for over 30 years and take pride in serving great quality food at very reasonable prices, while working very hard every single day of the week. Thank you for your attention, please let us know what the next step for us in resolution of this conflict will be.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]  It is unfortunate that as long time business owners they do not see customer satisfaction as rule number one. Rule number one is the customer is always right. I myself have been there many times over the years, at least ten years. Obviously we disagree with the view of the transaction, however, from the beginning, we only wanted a remake or refund of the item, both of which were denied until now. So please advise on how a refund will be processed.