Initial Business Response /* (1000, 5, 2015/07/09) */
It has recently come to my attention as the general manager at Slim's restaurant that there has been a customer complaint issued against Slim's. The customer issuing the complaint placed an order for 12 seasoned whole wings on the evening of...
June 29th. He called back later that evening and asked to speak to a manager regarding the fact that he did not think the wings had enough flavor, especially considering that he had requested extra seasoning. The manager on duty informed the customer that we would be happy to remake his order of wings with extra seasoning, along with a complementary large order of fries. The customer returned shortly thereafter with 7 of the 12 wings remaining. The customer outlined in his complaint that he had only consumed one and half wings, but this was not the case. The manager on duty informed the customer that due to the fact that almost half the order had been consumed, he could remake him 8 wings free of charge, along with a complementary order of fries. The customer was not pleased with this offer and requested a full refund. The manager on duty informed him that this was against the restaurant's policy, and that in was only in his power to remake the remaining wings and the order of fries. The customer was not pleased, and was arguing with the manager who remained calm and attempted to explain the policy, along with trying to satisfy the customer's complaint.
The exchange between the customer and the manager on duty lasted 7-8 minutes, as is clear in the security footage, which captured the entire exchange. The customer's claim that the exchange lasted 45 minutes is simply untrue. It was during this exchange that the customer threatened to call the police if he was not issued a refund, and proceeded to do just that. A police officer arrived at Slim's and spoke to the customer and the manager. After doing so, the officer informed the customer that he could accept the manager's offer (in accordance with restaurant policy), or he could leave the restaurant. At Slim's we are proud to regularly serve our local law enforcement officers that protect our community as part of our customer base, and it saddens me that the customer deemed it necessary to waste this officer's valuable time and energy indulging his complaint.
The customer left, and few days later, on July 1st, he called back and spoke with me. I explained to him that the manager on duty was simply doing his job and was offering him what he could in accordance with restaurant policy. I also informed the customer that we would be happy to remake his entire order (12 whole wings), and add an additional 6 complementary whole wings as a courtesy (for a total of 18 wings). I also offered to speak with him in person, but he never came back in. Shortly thereafter, the customer posted/sent a complaint to our website, made a similar complaint on our Facebook page, and issued a complaint to the Revdex.com. His account is inconsistent with what actually happened, and I feel that we have gone above and beyond in an attempt to remedy the situation. As the general manager at Slim's, I take situations like this one very seriously as it is always our aim to satisfy our customers. I am not, however, going to indulge malice and contempt, or inaccurate claims. I don't feel it would be acting with integrity to allow myself to be coerced into mollifying anyone. The customer has exercised his freedom though various means, including causing a scene at our family-friendly restaurant, involving law enforcement, and fabricating accounts of his exchange with our employee(s). Also, I simply cannot allow a customer to attack the integrity of my employees in this way. Just as the customer has exercised his freedom and done what he has deemed appropriate, we are doing the same. If our multiple attempts and offers to satisfy the customer complaint do not suffice, then unfortunately there is nothing more that we can do.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I just want my money back! Like I have stated before. I gave you your food back!
We probably could have worked this out if I wasn't disrespected by both managers. Everyone took offense to when I stated my claim of not being satisfied with how I was treated, the small problem was the food. I eat out all the time and I never have this problem. Your restaurant will not be the only place that I will go and eat chicken wings at.
Yes I did go onto your website and state MY Situation. Then there were about 4-5 of my friends that said that they have had bad experiences with your restaurant as well. They just aren't as adamant to take the time to make a complaint. And follow though with it. You have taken other peoples money the same way. I am just going to speak up about it.
I don't want your extra 6 pieces or any food at all from you. I will not patronize your business anymore. It would be cheaper for you to just give me my money back.
Please! This has been going on for long enough.
I really hope/Pray that this isn't a race issue. Do you treat everyone this way? Or is it a certain type of People/Person?
I'm just asking
Thank you.
Initial Business Response /* (1000, 5, 2015/07/09) */
It has recently come to my attention as the general manager at Slim's restaurant that there has been a customer complaint issued against Slim's. The customer issuing the complaint placed an order for 12 seasoned whole wings on the evening of...
June 29th. He called back later that evening and asked to speak to a manager regarding the fact that he did not think the wings had enough flavor, especially considering that he had requested extra seasoning. The manager on duty informed the customer that we would be happy to remake his order of wings with extra seasoning, along with a complementary large order of fries. The customer returned shortly thereafter with 7 of the 12 wings remaining. The customer outlined in his complaint that he had only consumed one and half wings, but this was not the case. The manager on duty informed the customer that due to the fact that almost half the order had been consumed, he could remake him 8 wings free of charge, along with a complementary order of fries. The customer was not pleased with this offer and requested a full refund. The manager on duty informed him that this was against the restaurant's policy, and that in was only in his power to remake the remaining wings and the order of fries. The customer was not pleased, and was arguing with the manager who remained calm and attempted to explain the policy, along with trying to satisfy the customer's complaint.
The exchange between the customer and the manager on duty lasted 7-8 minutes, as is clear in the security footage, which captured the entire exchange. The customer's claim that the exchange lasted 45 minutes is simply untrue. It was during this exchange that the customer threatened to call the police if he was not issued a refund, and proceeded to do just that. A police officer arrived at Slim's and spoke to the customer and the manager. After doing so, the officer informed the customer that he could accept the manager's offer (in accordance with restaurant policy), or he could leave the restaurant. At Slim's we are proud to regularly serve our local law enforcement officers that protect our community as part of our customer base, and it saddens me that the customer deemed it necessary to waste this officer's valuable time and energy indulging his complaint.
The customer left, and few days later, on July 1st, he called back and spoke with me. I explained to him that the manager on duty was simply doing his job and was offering him what he could in accordance with restaurant policy. I also informed the customer that we would be happy to remake his entire order (12 whole wings), and add an additional 6 complementary whole wings as a courtesy (for a total of 18 wings). I also offered to speak with him in person, but he never came back in. Shortly thereafter, the customer posted/sent a complaint to our website, made a similar complaint on our Facebook page, and issued a complaint to the Revdex.com. His account is inconsistent with what actually happened, and I feel that we have gone above and beyond in an attempt to remedy the situation. As the general manager at Slim's, I take situations like this one very seriously as it is always our aim to satisfy our customers. I am not, however, going to indulge malice and contempt, or inaccurate claims. I don't feel it would be acting with integrity to allow myself to be coerced into mollifying anyone. The customer has exercised his freedom though various means, including causing a scene at our family-friendly restaurant, involving law enforcement, and fabricating accounts of his exchange with our employee(s). Also, I simply cannot allow a customer to attack the integrity of my employees in this way. Just as the customer has exercised his freedom and done what he has deemed appropriate, we are doing the same. If our multiple attempts and offers to satisfy the customer complaint do not suffice, then unfortunately there is nothing more that we can do.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I just want my money back! Like I have stated before. I gave you your food back!
We probably could have worked this out if I wasn't disrespected by both managers. Everyone took offense to when I stated my claim of not being satisfied with how I was treated, the small problem was the food. I eat out all the time and I never have this problem. Your restaurant will not be the only place that I will go and eat chicken wings at.
Yes I did go onto your website and state MY Situation. Then there were about 4-5 of my friends that said that they have had bad experiences with your restaurant as well. They just aren't as adamant to take the time to make a complaint. And follow though with it. You have taken other peoples money the same way. I am just going to speak up about it.
I don't want your extra 6 pieces or any food at all from you. I will not patronize your business anymore. It would be cheaper for you to just give me my money back.
Please! This has been going on for long enough.
I really hope/Pray that this isn't a race issue. Do you treat everyone this way? Or is it a certain type of People/Person?
I'm just asking
Thank you.