Sushi Time Reviews (%countItem)
Sushi Time Rating
Address: 113 N. York St, Elmhurst, Illinois, United States, 60126
Phone: |
Show more...
|
Web: |
|
E-mails: |
Sign in to see
|
Add contact information for Sushi Time
Add new contacts
Address: 113 N. York St, Elmhurst, Illinois, United States, 60126
Phone: |
Show more...
|
Web: |
|
E-mails: |
Sign in to see
|
Add contact information for Sushi Time
Placed on order online at Sush Time and had even gotten a comfirmation email from them that stated the food would be delivered by 6:15pm. Currently 7:10pm and nothing. My wife had contacted them and they stated that first they found the order, then they kept asking for the address, then they claimed they can't find it. When asked to speak to their manager they had hung up. I had check my *** account and saw that the money was removed for 64.46. Tried contacting them back 3 times and they did not answer. Contacted them with another phone and they had answered. Asked for their manager who now claims they had found the order after I had read the charge they had placed on my debit card. All the manager claimed is that we are really busy. When asked when the food would be delivered his response was I don't know. This had gotten me upset because they had charged my card and didn't even deliver the food. Then they had claimed to lose the order, then find it, then lose it again. The manager did not seem to care at all and then proceeded to inform me that their site https://***/***/Sus
Time#X is supposedly not working. When I had asked him that you just said you found my order no he is saying they did not. Then he had hung up on me after acknowleding that they charged my card. Contact my *** to find out that they had charged me at 5:18pm and again at 6:56pm. This resturant is very shady and I just want my money back. The *** can not despute the charges at this time and I have to contact the *** back on Monday.
Dear Revdex.com,
We have received the letter regarding the customer Mr. S complaint (Order#***) on Feb 14, 2020 (Valentine's Day).
Due to the extremely busy night on the Valentine's Day, we did not get a chance to get back to Mr. & Mrs. S that night. So we sent the e-mail to address this issue and express our sincere apology for their missed order the next day on Feb 15. Please see below e-mail sent on Feb. 15, 2020 at 12:44pm for your reference.
In the e-mail, we explained what happened to their order and informed them that payment of the order was not processed by us, it was processed by our 3rd party online company *** However, we issued the refund at our end and received the e-mail confirmation from *** for the refund total of $64.46 at 6:56pm on Feb 14 (please see the confirmation e-mail from *** regarding the refund and reason for refund of this order). Per the customer's statement of the problem, they were being charged twice for their order at 5:18pm and 6:56pm, we are not sure why their bank account showed 2 charges, it should be a refund at 6:56pm. We clarified this issue in our e-mail and encouraged them to double check on the refund. If they have not received their refund within the next 3-4 business days, they can call us and we will contact *** to correct this charge.
The restaurant was extremely busy that night, we had to stop taking all online orders after a while when the received orders were over our capacity. In order to better process existing orders and serve our dine-in customer, we closed all our online orders and even had to stop taking call-in orders. When Mr. S called, we found the missed order in ***'s tablet which was not sent to our printer so we were not aware of this order in the first place. We told him that we closed all the online orders and not sure why this order was accepted but it was not sent to our printer so it got missed. However, since he was already being charged and we would like to honor this order and rush out the order, but we could not guarantee it would be delivered within the expected timeframe since many orders were still backed up. Mr. S was not happy about it and became very upset, so the conversation became heated and was not going well over the phone. We issued the refund right away at our end after the phone call.
We have always care about our customer's experience and appreciate their support and business. We feel sorry about Mr. S missed order and we would like to make this a better experience for his family. So the next day, we wrote Mrs. S an e-mail to explain the whole situation and hope to resolve this issue or any misunderstanding or miscommunication in a good faith. We also offered a $50 Gift Certificate to his family to give us another try. We mailed out the Gift Certificate few days after the e-mail.
We hope this explain the whole situation and Mr. S would understand what happened. If there is anything else we can do to make this situation better, or you need any more information, please let us know!
Sincerely and Respectfully
Sushi Time Team