Stir Fresh Mongolian Grill

DearMs [redacted] ,In regards to your complaint with the Revdex.com, we have sent this letter addressing your specific issues with our business Stir Fresh grill.First, most Mongolian grill buffets have similar rules for customers, which are used to regulate waste and food cost issues Stir Fresh isn’t radically different from those other establishments or any other buffet restaurant for that matter Our “cost saving tactics” you refer to in your letter help us provide a quality product for a reasonable priceIf we allowed customers to make two meals and only pay for one (which happens often when more than one bowl is used) we would not be in business for very long If Stir Fresh was such of a tyrannical entity as you portray us, we could employ a common tactic of other Mongolian grills and weighed your portion and charged by weight and food items usedWe feel the one bowl rule for one meal isn’t too audacious to ask our customers to abide byWe are not a big chain Stir Fresh is a small family owned business To be competitive and keep our doors open, we do have to watch costs Our customers like building their one bowl as high as they can, which we do not discourage, as it can be a fun experience for them Many take pictures of their creations to show how much food can be crammed into one bowl Luckily, we have a great meal at a reasonable price We must be doing something right if Stir Fresh is one of the remaining stand alone Mongolian grills in San Diego County We have been in business for over 20yrs, and that is credited to our regular customers Second, you came to the restaurant on two occasions and felt that our one bowl policy was not valid and decided to disregard it At any time during these two visits you could have asked to talk to the manager to discuss your concerns, you did notIn fact, when asked by the server if you wanted to speak to the manager, for whatever reason you declined, knowing there was someone on the premises that could have helped you and maybe salvaged your experienceInstead, you post on social media about your version of events You had posted on Yelp! “ Please expect a phone call from me shortly.” So far, we have not received that phone callFor someone complaining about being treated as a child, that’s a real adult way to resolve conflictYou state that you are going to continually vocalize your thoughts about our business, especially to those in the local communityLike most reputable businesses in the area, we contribute to local schools and charities, which could be viewed as a positive practiceWe do over a million dollars in a business year, so we do not feel that all our customers would agree with your opinion that our culture is a negative one Which brings us to your complaint about “repugnant and offensive” service Your portrayal of your experience feels a little melodramatic But it does bring up the point that service training is an ongoing process and Stir Fresh needs to refresh it’sprocedure concerning the buffet rules and courteous service in general We will try to come up with a questionnaire or similar, available to customers to voice their concerns and praises alike So we may have a chance to better our service at a local level before escalation to the cyber landscape An employee notice has been posted to outline Stir Fresh’s customer service goals and how to implement our policies in a courteous fashion to our customersThis will be re-­-enforced at our next staff meeting where we can discuss the issue as a team Sincerely, Stir Fresh

DearMs [redacted] ,In regards to your complaint with the Revdex.com, we have sent this letter addressing your specific issues with our business Stir Fresh grillFirst, most Mongolian grill buffets have similar rules for customers, which are used to regulate waste and food cost issues Stir Fresh isn’t radically different from those other establishments or any other buffet restaurant for that matter Our “cost saving tactics” you refer to in your letter help us provide a quality product for a reasonable priceIf we allowed customers to make two meals and only pay for one (which happens often when more than one bowl is used) we would not be in business for very long If Stir Fresh was such of a tyrannical entity as you portray us, we could employ a common tactic of other Mongolian grills and weighed your portion and charged by weight and food items usedWe feel the one bowl rule for one meal isn’t too audacious to ask our customers to abide byWe are not a big chain Stir Fresh is a small family owned business To be competitive and keep our doors open, we do have to watch costs Our customers like building their one bowl as high as they can, which we do not discourage, as it can be a fun experience for them Many take pictures of their creations to show how much food can be crammed into one bowl Luckily, we have a great meal at a reasonable price We must be doing something right if Stir Fresh is one of the remaining stand alone Mongolian grills in San Diego County We have been in business for over 20yrs, and that is credited to our regular customers Second, you came to the restaurant on two occasions and felt that our one bowl policy was not valid and decided to disregard it At any time during these two visits you could have asked to talk to the manager to discuss your concerns, you did notIn fact, when asked by the server if you wanted to speak to the manager, for whatever reason you declined, knowing there was someone on the premises that could have helped you and maybe salvaged your experienceInstead, you post on social media about your version of events You had posted on Yelp! “ Please expect a phone call from me shortly.” So far, we have not received that phone callFor someone complaining about being treated as a child, that’s a real adult way to resolve conflictYou state that you are going to continually vocalize your thoughts about our business, especially to those in the local communityLike most reputable businesses in the area, we contribute to local schools and charities, which could be viewed as a positive practiceWe do over a million dollars in a business year, so we do not feel that all our customers would agree with your opinion that our culture is a negative one Which brings us to your complaint about “repugnant and offensive” service Your portrayal of your experience feels a little melodramatic But it does bring up the point that service training is an ongoing process and Stir Fresh needs to refresh it’sprocedure concerning the buffet rules and courteous service in general We will try to come up with a questionnaire or similar, available to customers to voice their concerns and praises alike So we may have a chance to better our service at a local level before escalation to the cyber landscape An employee notice has been posted to outline Stir Fresh’s customer service goals and how to implement our policies in a courteous fashion to our customersThis will be re-­-enforced at our next staff meeting where we can discuss the issue as a team Sincerely, Stir Fresh

DearMs. [redacted],In regards to your complaint with the Revdex.com, we...⇄  business Stir Fresh grill.First, most Mongolian grill buffets have similar rules for customers, which are used to regulate waste and food cost issues.  Stir Fresh isn’t radically different from those other establishments or any other buffet restaurant for that matter.  Our “cost saving tactics” you refer to in your letter help us provide a quality product for a reasonable price. If we allowed customers to make two meals and only pay for one (which happens often when more than one bowl is used) we would not be in business for very long.  If Stir Fresh was such of a tyrannical entity as you portray us, we could employ a common tactic of other Mongolian grills and weighed your portion and charged by weight and food items used. We feel the one bowl rule for one meal isn’t too audacious to ask our customers to abide by. We are not a big chain.  Stir Fresh is a small family owned business.  To be competitive and keep our doors open, we do have to watch costs.  Our customers like building their one bowl as high as they can, which we do not discourage, as it can be a fun experience for them.  Many take pictures of their creations to show how much food can be crammed into one bowl.  Luckily, we have a great meal at a reasonable price.  We must be doing something right if Stir Fresh is one of the remaining stand alone Mongolian grills in San Diego County.   We have been in business for over 20yrs, and that is credited to our regular customers.  Second, you came to the restaurant on two occasions and felt that our one bowl policy was not valid and decided to disregard it.  At any time during these two visits you could have asked to talk to the manager to discuss your concerns, you did not. In fact, when asked by the server if you wanted to speak to the manager, for whatever reason you declined, knowing there was someone on the premises that could have helped you and maybe salvaged your experience. Instead, you post on social media about your version of events.  You had posted on Yelp!  “ Please expect a phone call from me shortly.”  So far, we have not received that phone call. For someone complaining about being treated as a child, that’s a real adult way to resolve conflict. You state that you are going to continually vocalize your thoughts about our business, especially to those in the local community. Like most reputable businesses in the area, we contribute to local schools and charities, which could be viewed as a positive practice. We do over a million dollars in a business year, so we do not feel that all our customers would agree with your opinion that our culture is a negative one.  Which brings us to your complaint about “repugnant and offensive” service.  Your portrayal of your experience feels a little melodramatic.  But it does bring up the point that service training is an ongoing process and Stir Fresh needs to refresh it’sprocedure concerning the buffet rules and courteous service in general.  We will try to come up with a questionnaire or similar, available to customers to voice their concerns and praises alike.  So we may have a chance to better our service at a local level before escalation to the cyber landscape.  An employee notice has been posted to outline Stir Fresh’s customer service goals and how to implement our policies in a courteous fashion to our customers. This will be re-­-enforced at our next staff meeting where we can discuss the issue as a team.   Sincerely, Stir Fresh

DearMs. [redacted],In regards to your complaint with the Revdex.com, we...⇄  business Stir Fresh grill.
First, most...

Mongolian grill buffets have similar rules for customers, which are used to regulate waste and food cost issues.  Stir Fresh isn’t radically different from those other establishments or any other buffet restaurant for that matter.  Our “cost saving tactics” you refer to in your letter help us provide a quality product for a reasonable price. If we allowed customers to make two meals and only pay for one (which happens often when more than one bowl is used) we would not be in business for very long.  If Stir Fresh was such of a tyrannical entity as you portray us, we could employ a common tactic of other Mongolian grills and weighed your portion and charged by weight and food items used. We feel the one bowl rule for one meal isn’t too audacious to ask our customers to abide by. We are not a big chain.  Stir Fresh is a small family owned business.  To be competitive and keep our doors open, we do have to watch costs. 
 
Our customers like building their one bowl as high as they can, which we do not discourage, as it can be a fun experience for them.  Many take pictures of their creations to show how much food can be crammed into one bowl.  Luckily, we have a great meal at a reasonable price.  We must be doing something right if Stir Fresh is one of the remaining stand alone Mongolian grills in San Diego County.   We have been in business for over 20yrs, and that is credited to our regular customers. 
 
Second, you came to the restaurant on two occasions and felt that our one bowl policy was not valid and decided to disregard it.  At any time during these two visits you could have asked to talk to the manager to discuss your concerns, you did not. In fact, when asked by the server if you wanted to speak to the manager, for whatever reason you declined, knowing there was someone on the premises that could have helped you and maybe salvaged your experience. Instead, you post on social media about your version of events.  You had posted on Yelp!  “ Please expect a phone call from me shortly.”  So far, we have not received that phone call. For someone complaining about being treated as a child, that’s a real adult way to resolve conflict. You state that you are going to continually vocalize your thoughts about our business, especially to those in the local community. Like most reputable businesses in the area, we contribute to local schools and charities, which could be viewed as a positive practice. We do over a million dollars in a business year, so we do not feel that all our customers would agree with your opinion that our culture is a negative one. 
 
Which brings us to your complaint about “repugnant and offensive” service.  Your portrayal of your experience feels a little melodramatic.  But it does bring up the point that service training is an ongoing process and Stir Fresh needs to refresh it’sprocedure concerning the buffet rules and courteous service in general. 
 
We will try to come up with a questionnaire or similar, available to customers to voice their concerns and praises alike.  So we may have a chance to better our service at a local level before escalation to the cyber landscape. 
 
An employee notice has been posted to outline Stir Fresh’s customer service goals and how to implement our policies in a courteous fashion to our customers. This will be re-­-enforced at our next staff meeting where we can discuss the issue as a team.   Sincerely, Stir Fresh

Review: Dear Owners and Managers of Stir Fresh, You are one of the worst establishments I have ever walked in to. Your culture emanates nothing but negativity toward the client. You have created a culture and atmosphere in which the customers are the enemy and created rules and regulations to micromanage every tiny cost. You have trained your staff to basically always say No, no, and then no again. Absolutely everything is limited to one per every two people, and not mention the tactlessness, rude, tasteless, inconsiderate, disrespectful, and absolute utter lack of regard for the basic fundamentals of "service." Wow, Stir Fresh, you take the cake. Also, take a look at that giant banner hanging above your buffet and find a list of NO's and CANT's and DO NOT's but in case you have missed that you will hear it from your server. Also, threatening customers by saying We WILL Charge you and looking me dead in the eye when I was hesitant to put noodles atop an overflowing bowl of sauce and told to take another bowl and slap it on top. The cook literally refused to cook my bowl until I did so, and looked around as if distressed and uncomfortable that he would be in grave trouble. That's when I was met by the repugnant and offensive worker looking me dead in the eye and threatening to charge me. The first time I came, I was extremely put off and vowed not to come again, then I tried one more time foolishly thinking how bad could an experience for take out be? I was wrong. You have the worst culture built for your brand, it is extremely apparent and evident to customers and if you think by using these "cost saving" tactics that you will ultimately preserve your profits, then you could not be more wrong. You treat your customers like children being repeatedly told no and what they are not allowed to do, what they cannot have, you will cut your streamline supply of profits to nothing. I am going to continually vocalize my thoughts and especially those within the local community, and please feel free to reach out to me, although judging off other people's experience has only made things worst. Any weakness in a company begins at the top, so owners, and managers of stir fresh, I suggest you take a step back and re-evaluate exactly what kind of business you're providing.Desired Settlement: I would like a refund of the past two times I have visited and been absolutely disgusted by the atmosphere and service. However, ultimately I want the business to be aware of the service it's giving the community and how they make consumers feel. I want them to be able to know how negative the culture they have manifested emanates to its customers, and how cost-saving techniques does not mean putting customers down and being belittled as children. A re-training of staff and management.

Business

Response:

DearMs. [redacted],In regards to your complaint with the Revdex.com, we have sent this letter addressing your specific issues with our business Stir Fresh grill.First, most Mongolian grill buffets have similar rules for customers, which are used to regulate waste and food cost issues. Stir Fresh isn’t radically different from those other establishments or any other buffet restaurant for that matter. Our “cost saving tactics” you refer to in your letter help us provide a quality product for a reasonable price. If we allowed customers to make two meals and only pay for one (which happens often when more than one bowl is used) we would not be in business for very long. If Stir Fresh was such of a tyrannical entity as you portray us, we could employ a common tactic of other Mongolian grills and weighed your portion and charged by weight and food items used. We feel the one bowl rule for one meal isn’t too audacious to ask our customers to abide by. We are not a big chain. Stir Fresh is a small family owned business. To be competitive and keep our doors open, we do have to watch costs.