Tamale Kitchen 4

Complaint: [redacted] I am rejecting this response because:I entered their store at 12:20 PM to place my order and I wasn't upset at all. I needed them to make tamales, so being upset wouldn't have accomplished my goal. I only became slightly upset when their manager arrived with a shopping cart full of cleaning products. She tried to help with the order, but it only got more confusing because they were completing TWO large orders at one time. I asked her to recount the burritos. Perhaps if they aren't able to fill large orders at lunch they should turn customers away. I stood patiently for over 30 minutes waiting for my order.I tried to lodge my initial complaint with their location, but they still didn't answer their phone. I called a different location and was treated very kindly, as the associate was empathetic. Please read the attached email strand to see how I have respectfully tried to resolve this matter.I went to the original location the following Monday at 5:00 PM, following an nearby appointment. I wanted to resolve the issue in person. The tall lady behind the counter yelled, "No, you've already gone over our head. You need to deal with them." She wouldn't even listen to me. She was yelling and cutting me off. I told the manager that I was shorted 1 qt. of rice. She said, "I packed 6 containers myself!" I said, "Yes, I had ordered 7 and I have the receipt." You could tell by the look on her face that she had realized that she had made a mistake, but wouldn't own up to it.I did say one racial slur. They had both been yelling at me for over 10 minutes straight. By the end, they had both come from behind the counter toward me and it was frightening. They have no customer service skills and quite frankly deserve to be fired. I apologized in my original BBB complaint to them. Their reply is not factual. Furthermore, anytime I'm in that area I get sweaty palms and my heart races. They were abusive to ME and I find it contemptuous that they filed a complaint against me. I should have called the police myself so that the police could have documented what happened to me. Clearly, the employees' account is biased.I was trying to advocate for myself. The burritos had hardly any filling and the tall employee was yelling at me, "What do you expect when you come during a rush. We can't make them the right way." They basically admitted their wrong doing and because it's their word against mine I still feel ganged up on.I couldn't reply to the voice mail that I received. I called back to get an email address because I wanted to maintain my composure and think about what I was going to say. It was because I didn't receive a response to my email from the complaint dept. that I stopped at the store to calmy resolve the issue. This establishment embarrassed me in front of all of my coworkers. I was treating them to breakfast and the burritos were skimpy and we didn't have enough rice.Instead of employees resolving or owning their mistakes, they are trying to blame me and I think it's despicable. My last name is in the email, so please do not share it. I truly am afraid of their unethical, unstable, and unprofessional employees. Sincerely, [redacted] ***

Complaint: ***
I am rejecting this response because: I was a private citizen and paying customer when I purchased food from there I have apologized twice in writing for losing my patience After the tall Hispanic employee, called me an f*ing bh, their employees stepped from behind the counter toward me and I reacted in fear I have provided facts and supporting attachments detailing how I have tried to calmly resolve this issue before it escalated Regretfully, this company doesn't appear to be willing to take ownership of their actions
Sincerely,
*** ***

On January  7, 2016 between the hours of 11am and 1:00pm is our lunch rush. We are very busy but try to answer all customer phone calls. [redacted] came into location and placed a large order for us to make for her. She was very upset that she wasn't able to call in order but employee explained...

that we are very busy and was happy to take [redacted] order. We took a little longer then normal because order was a large amount but we had her check that everything was complete before she left. A tip for $10 was written on credit card slip so we assumed we did a good job for [redacted].I received email that [redacted] was unhappy with service and I tried to call the number that she left on email. I left voicemail with no response. This occurrence happened on a Thursday afternoon and I never got a response all weekend.On Monday late evening [redacted] came into restaurant around 6pm and demanded a full refund to our new employee. The employee stated that she cannot give any refunds that the manager or owner can only provide that type of service. [redacted] was upset and the manager came out of the backroom. The manager explained that we couldn't give a refund for that large dollar amount and explained if everything was wrong why [redacted] waited so long to contact us.[redacted] then began to say racial names to manager and was asked to leave restaurant. When [redacted] was leaving she gave the middle finger to employees and manger as she walked out. This kind of behavior has never happened to us before and knowing [redacted] is a second grade teacher where our kids went. We never had a problem in serving [redacted] school before as we have done numerous catering for them.Then manager contacted the police department and filled a complaint. The complaint number is 16-902 filled with Jefferson County under disturbance offence.

Complaint: [redacted]
I am rejecting this response because:I entered their store at 12:20 PM to place my order and I wasn't upset at all.  I needed them to make tamales, so being upset wouldn't have accomplished my goal.  I only became slightly upset when their manager arrived with a shopping cart full of cleaning products.  She tried to help with the order, but it only got more confusing because they were completing TWO large orders at one time.  I asked her to recount the burritos.  Perhaps if they aren't able to fill large orders at lunch they should turn customers away.  I stood patiently for over 30 minutes waiting for my order.I tried to lodge my initial complaint with their location, but they still didn't answer their phone.  I called a different location and was treated very kindly, as the associate was empathetic.  Please read the attached email strand to see how I have respectfully tried to resolve this matter.I went to the original location the following Monday at 5:00 PM, following an nearby appointment.  I wanted to resolve the issue in person.  The tall lady behind the counter yelled, "No, you've already gone over our head.  You need to deal with them."  She wouldn't even listen to me.  She was yelling and cutting me off.  I told the manager that I was shorted 1 qt. of rice.  She said, "I packed 6 containers myself!"  I said, "Yes, I had ordered 7 and I have the receipt."  You could tell by the look on her face that she had realized that she had made a mistake, but wouldn't own up to it.I did say one racial slur.  They had both been yelling at me for over 10 minutes straight.  By the end, they had both come from behind the counter toward me and it was frightening.  They have no customer service skills and quite frankly deserve to be fired.  I apologized in my original Revdex.com complaint to them.  Their reply is not factual.  Furthermore, anytime I'm in that area I get sweaty palms and my heart races.  They were abusive to ME and I find it contemptuous that they filed a complaint against me.  I should have called the police myself so that the police could have documented what happened to me.  Clearly, the employees' account is biased.I was trying to advocate for myself.  The burritos had hardly any filling and the tall employee was yelling at me, "What do you expect when you come during a rush.  We can't make them the right way."  They basically admitted their wrong doing and because it's their word against mine I still feel ganged up on.I couldn't reply to the voice mail that I received.  I called back to get an email address because I wanted to maintain my composure and think about what I was going to say.  It was because I didn't receive a response to my email from the complaint dept. that I stopped at the store to calmy resolve the issue. This establishment embarrassed me in front of all of my coworkers.  I was treating them to breakfast and the burritos were skimpy and we didn't have enough rice.Instead of employees resolving or owning their mistakes, they are trying to blame me and I think it's despicable.  My last name is in the email, so please do not share it.  I truly am afraid of their unethical, unstable, and unprofessional employees.
Sincerely,[redacted]

in response to the complaint I'd be willing to refund 50% of the purchase amount if she provides a letter to all parents, students and staff at [redacted] explaining why it's wrong to use racial remarks and obscene gestures in a public place.

[A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID .[redacted], , and find that Mediation is necessary.
Regards,
[redacted]