Splash N Go Express Wash

Here is what happenedThe customer called and ask for 'chicken with cashew nut'We are Thai restaurant and we do not use chicken cashew nut in the name of the orderWe have several dishes that have chicken and cashew nutMy waitress explain one of the item which is a salad dish which has chicken and cashew nut, it's called 'Yum Gai Mango'The customer said that's what she wantedMy waitress then repeat again that the dishes she's ordering is 'salad'The customer even goes on and said she wanted us to make it very spicy 'Thai hot' So the customer came and pick up the foodShe was handed the bill, looked at it and saw the food name on the receipt, paid and leftShe then returned later and said it's the wrong orderThere was no manager on site'***' which is myself was not thereMy chef was there and he acted according to our policyThe food was made per customer orderHe discussed with waitress and the waitress said she did repeated several time over the phone that the dishes being order were salad dishIf the customer change their mind then yes my chef can make new dishes but still have to charge and account for all the products that leave the kitchen Here is the description of 'Yum Gai Mango' on our menu Crispy chicken mixed with fresh mango, toasted cashew nuts, onion, scallion, cilantro, lime juice, and chili served on bed of lettuce Here is the description of the customer's complain order ' Kang Panang' Choice of meat with Panang curry, coconut milk, mixed fresh vegetables and crushed peanuts One is salad and one is curryOn the phone the customer did not mention any curry or my waitress would have suggested the curry dishesAll she said was 'chicken with cashew nuts' The customer ordered two Yum Gai ($each) which comes out to be $plus $taxes which bring the total to $She did not pay $for itShe paid with cash $and the waitress gave her back change $She handed $tips to the waitressShe never asked for her tips to be returned or else my wait staff would have gladly return the tips money

I state again that there is no cashew nut in 'Kang Panang' and that's why you did not receive Kang Panang when you order 'chicken cashew nut'I don't know if we can rely on your statement any more because you have previously said you paid $and now you are saying that you paid $The actual food price was $plus taxes $which brings the total to $You were nice to leave a tips of $for the waitressMy waitress said you had never asked for the tips money back; they would have returned you $Our security camera at our cashier station shows that you were handed the detailed order receipt and you handed the money backMy waitress did repeated the order several times that it was a salad order and you kept assuring her that you wanted the saladYou never mentioned that you wanted the curry dish'Kang Panang' is a curry dishOur menu is available online and if you do not know the food by the correct name, our staffs are gladly to help youThat's why she repeated the orders and you insisted on ordering salad dish of chicken with cashew nuts 'Thai hot'It's not unusual for salad in the Thai restaurant to be made spicyAgain here is our description of Yum Gai salad that you receivedPlease notice that it has 'chili' in the descriptionIt is supposed to be made spicyWe allow our customer to choose the level of spice YUM GAI MANGO Crispy chicken mixed with fresh mango, toasted cashew nuts, onion, scallion, cilantro, lime juice, and chili served on bed of lettuceThe only last resolution that I can offer you is to come and pick up your two free orders of Kang Panang curry but we cannot refund any money

Thanks for contacting me todayI spoke directly with *** a week or so ago to address her concernsWe spoke of the food issue, obviously a fix that was easy for both sides .(we issued an in store credit for use at their convenience) I apologized that it had taken so long for her to get a response,
and thanked her for her concernWithout customers who genuinely are concerned and provide such valuable feedback, we would never have the opportunity to correct our shortcomings! The phone call was pleasant and I'm looking forward to hearing from her againI asked that she contact me again directly of any issues evolvedThanks again for the contact today! Have a good weekend! *** ***

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Yes, I did call and ask for Cashew ChickenThe last time I made a take-out order there, I asked the guy if they made "Cashew Chicken" and he offered me "Kang Panang." I did the same thing when I ordered this timeIt is my mistake for not knowing the correct name of the meal, but the word "salad" was never said nor repeatedWhy would I ask for a salad to be thai hot? I was never handed a bill with the name of the food on itYes, I did pay for it and when I walked out to the car I double checked my order because everyone makes mistakesI saw that it was two salads and immediately walked back into the store because I thought I had received the wrong orderI didn't come back "later." When I told her I thought I had the wrong order and what I what it was that I ordered, the waitress talked to another lady and said "Well, lets ask ***." They walked into the kitchen and then they walked back up to the counter and said that my order could be corrected, but that I have to pay for the corrected orderIt wasn't a matter of "changing my mind." All together I ended up paying $for food that I didn't want and attitude to go along with itAll I want is my money backI'm mainly blown away at the poor customer service in this placeI work in a restaurant myself and I deal with stuff like this all the timeIf there is a mistake, you fix itThat's how you stay in business! You don't give someone an attitude and then not resolve the issue.
Regards,
*** ***

Here is what happened. The customer called and ask for 'chicken with cashew nut'. We are Thai restaurant and we do not use chicken cashew nut in the name of the order. We have several dishes that have chicken and cashew nut. My waitress explain one of the item which is a salad dish which...

has chicken and cashew nut, it's called 'Yum Gai Mango'. The customer said that's what she wanted. My waitress then repeat again that the dishes she's ordering is 'salad'. The customer even goes on and said she wanted us to make it very spicy 'Thai hot'.   So the customer came and pick up the food. She was handed the bill, looked at it and saw the food name on the receipt, paid and left. She then returned later and said it's the wrong order. There was no manager on site. '[redacted]' which is myself was not there. My chef was there and he acted according to our policy. The food was made per customer order. He discussed with waitress and the waitress said she did repeated several time over the phone that the dishes being order were salad dish. If the customer change their mind then yes my chef can make new dishes but still have to charge and account for all the products that leave the kitchen.   Here is the description of 'Yum Gai Mango' on our menu Crispy chicken mixed with fresh mango, toasted cashew nuts, onion, scallion, cilantro, lime juice, and chili served on bed of lettuce.   Here is the description of the customer's complain order ' Kang Panang' Choice of meat with Panang curry, coconut milk, mixed fresh vegetables and crushed peanuts   One is salad and one is curry. On the phone the customer did not mention any curry or my waitress would have suggested the curry dishes. All she said was 'chicken with cashew nuts'   The customer ordered two Yum Gai ($10.49 each) which comes out to be $20.98 plus $2.47 taxes which bring the total to $23.45. She did not pay $30 for it. She paid with cash $40 and the waitress gave her back change $16.55. She handed $3 tips to the waitress. She never asked for her tips to be returned or else my wait staff would have gladly return the tips money.

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Thanks for the offer, but I don't want your food because I will never be going back or supporting a business that operates like you do. It's ridiculous that I had to go as far as I did to get what I originally wanted. To be perfectly honest with you I don't appreciate the way I was treated, talked to, or how the issue was handle therefore I would be scared for my health to eat food that you would prepare for me after all of this.   
Regards,
[redacted]

I state again that there is no cashew nut in 'Kang Panang' and that's why you did not receive Kang Panang when you order 'chicken cashew nut'. I don't know if we can rely on your statement any more because you have previously said you paid $30 and now you are saying that you paid $26.45. The actual food price was $20.98 plus taxes $2.47 which brings the total to $23.45. You were nice to leave a tips of $3 for the waitress. My waitress said you had never asked for the tips money back; they would have returned you $3. Our security camera at our cashier station shows that you were handed the detailed order receipt and you handed the money back. My waitress did repeated the order several times that it was a salad order and you kept assuring her that you wanted the salad. You never mentioned that you wanted the curry dish. 'Kang Panang' is a curry dish. Our menu is available online and if you do not know the food by the correct name, our staffs are gladly to help you. That's why she repeated the orders and you insisted on ordering salad dish of chicken with cashew nuts 'Thai hot'. It's not unusual for salad in the Thai restaurant to be made spicy. Again here is our description of Yum Gai salad that you received. Please notice that it has 'chili' in the description. It is supposed to be made spicy. We allow our customer to choose the level of spice.
YUM GAI MANGO




















                          
Crispy
chicken mixed with fresh mango, toasted cashew nuts, onion, scallion, cilantro,
lime juice, and chili served on bed of lettuceThe only last resolution that I can offer you is to come and pick up your two free orders of Kang Panang curry but we cannot refund any money.