Sent: Monday, January 05, 4:PMTo: drteamSubject: Dispute Resolution
"background: none repeat scroll 0% 0% white;" class=""> Dispute Resolution Team,, Claim #[redacted] Thank you for reaching out to us and Happy New Year to you and your staffWe noticed that the letter was mark Monday, December 15, 2014, however it did not reach us until Tuesday December 30, Hopefully we are not passed the deadline to dispute this case We value each and every customer that walks in the door at Rays Real Pit BBQ ShackCustomer Service is at the forefront of everything we do here at Rays and it shows in the response from the area and our reputationAs for the case with [redacted], one of the owners did speak with her over the phone[redacted] purchased food from our establishment and later that day she called back and complained that the ribs looked dry and wanted to speak with a managerA cashier took the message but unfortunately the night shift or early next day shift misplace the noteWe did apologize for not getting that message to the ownersThe following weekend I, MrT[redacted] spoke with [redacted] and from there she explained that the ribs looked dry. I asked her did she try the ribs, and she replied no. I asked how would you know how something taste if you did not try it. I explained to her that we could not give her a refund for something she never tried. We understand that things happen and we cant be perfect all the time but we cant afford to give refunds to people on products they did not even tryAs far as her claim to leaving a message on our voicemail, well that is completely falseOur phone system is not setup to take voicemailsWe have had that setting since early to mid 2013, so its impossible to leave a message via voicemailWhile we were on the phone she also explained that she still had the ribs and wanted to bring them up there so I can see themWell after a week later of course the product will look old and not edible, for ribs or any other food product from a restaurant is not meant to be in the refrigerator for a week and still look or taste the same as it did the day it was cookedI told her that there was no need to bring the food because of course it would look old and dry for by this time its a week old. I apologized for her experience and hope that she would give us another chance to impress her but we would not be able to refund her for something she did not tryWe have over + years experience in cooking BBQ and sometimes meat could look over done but in retrospect it is very tender and juicy, and that why I had asked if she had tasted it. I knew if she had even tasted the product she would have never had a complaint to begin withThis is an unfortunate event and we hope that this one incident in years of business does not reflect negatively against usThank you again and we hope to hear from you soon Thanks Management Rays BBQ Shack [redacted] Email: [redacted] web: [redacted]
Sent: Monday, January 05, 4:PMTo: drteamSubject: Dispute Resolution
"background: none repeat scroll 0% 0% white;" class=""> Dispute Resolution Team,, Claim #[redacted] Thank you for reaching out to us and Happy New Year to you and your staffWe noticed that the letter was mark Monday, December 15, 2014, however it did not reach us until Tuesday December 30, Hopefully we are not passed the deadline to dispute this case We value each and every customer that walks in the door at Rays Real Pit BBQ ShackCustomer Service is at the forefront of everything we do here at Rays and it shows in the response from the area and our reputationAs for the case with [redacted], one of the owners did speak with her over the phone[redacted] purchased food from our establishment and later that day she called back and complained that the ribs looked dry and wanted to speak with a managerA cashier took the message but unfortunately the night shift or early next day shift misplace the noteWe did apologize for not getting that message to the ownersThe following weekend I, MrT[redacted] spoke with [redacted] and from there she explained that the ribs looked dry. I asked her did she try the ribs, and she replied no. I asked how would you know how something taste if you did not try it. I explained to her that we could not give her a refund for something she never tried. We understand that things happen and we cant be perfect all the time but we cant afford to give refunds to people on products they did not even tryAs far as her claim to leaving a message on our voicemail, well that is completely falseOur phone system is not setup to take voicemailsWe have had that setting since early to mid 2013, so its impossible to leave a message via voicemailWhile we were on the phone she also explained that she still had the ribs and wanted to bring them up there so I can see themWell after a week later of course the product will look old and not edible, for ribs or any other food product from a restaurant is not meant to be in the refrigerator for a week and still look or taste the same as it did the day it was cookedI told her that there was no need to bring the food because of course it would look old and dry for by this time its a week old. I apologized for her experience and hope that she would give us another chance to impress her but we would not be able to refund her for something she did not tryWe have over + years experience in cooking BBQ and sometimes meat could look over done but in retrospect it is very tender and juicy, and that why I had asked if she had tasted it. I knew if she had even tasted the product she would have never had a complaint to begin withThis is an unfortunate event and we hope that this one incident in years of business does not reflect negatively against usThank you again and we hope to hear from you soon Thanks Management Rays BBQ Shack [redacted] Email: [redacted] web: [redacted]