Thai Castle Restaurant

December 14, To whom it may concern, This is regarding your Revdex.com complaint [redacted] We have been in the restaurant business for more than years and this is thefirst complaint I've received from The Revdex.com This customer came to our restaurant with her Mother on Monday 11/21/16; andwanted to substitute the ingredients with gluten free options, which was not onour menuThey wanted to substitute everything they ordered with differentingredientsI told the server working at the time, that the curry dishes that theywanted are already pre-madeIn order to make it with different ingredients thatthe customer requested, there would be a $or $charge for each dish that theywanted to substituteThe server explained this to themI believed that customerdid not understand the server's accent or got too intoxicated to remember The daughter did order a glass of wine when they arrivedIf I had known that theywould not agree with the prices, we would have not accepted the orderIf shehad ordered dishes without modifying it, there wouldn't be a charge When she indicated that she was verbally assaulted over and over again that isabsolutely not trueThe truth is that she came over and talked to me and askedfor her server and I told her that she was taking a breakThen I asked her, "Can Ihelp you with anything?" She told me the tropical jungle dish she ordered was toospicy, and I said OK; we could make a new one for themShe then went back toher Mom and I followed her and asked her Mom, if she needed anything as well.She asked me; "is it one star?" I said "yes, but I can make a new one for you," butshe said it was okI told her that she should eat it with steam rice that she hadordered, to make it less spicy tasting, which she didSince it seemed that theywere eating the curry based dishes without riceI went back and checked with heragain, and she was OkThen the daughter wanted me to pack the leftovers andasked for extra brown rice to go to with itI included it, with no charge I even gave her mom a compliment about her necklace that she woreWe gotalong great, until we gave them their billThe bill included $dollars extra totalfor Phad Thai & Pa-Nang Their order consisted of:#Pa Nang with tofu, regular price is $12.95, which consisted of pre-made saucealready, but she didn't want itShe wanted it with a new sauce that didn't containfish sauce or chicken brothFor this order there was a $extra charge #Phad Thai tofu regular price $10.95, but she wanted it without: fish sauce, soysauce, or oyster sauceWe had to make this for them from scratch with differentingredients, which we charged them only $more #Tropical Tofu regular price is $with restaurant ingredients, but theywanted without: fish sauce, soy sauce, or oyster sauceThis one we did notcharge them extraOnly with the Pa-Nang & Phad Thai there was additionalcharge, because both items needed more time to cook Enclosed is a copy of the bill, it was dinner for people plus alcoholic drinkstotal bills was $including tax Most businesses will charge extra for substitutions, especially for things that arenot included on the menuWe have never had this problem in the pastThis is thefirst occurrence of ever having a problem with additional charges for a customercustomizing an order Sincerely yours,Dara J [redacted] Thai castle P .SI did not yell at them at allAt the time that this happened, the gentleman attheir table had already left and it was just the Mother and Daughter when the billarrived The customer did tell me that she just lost her srandmother and uncleIapologized and told her that I was sorry to hear thatI informed her that I also lostmy Mother last yearI knew how it felt to lose the love oneBut told her that, sheis still lucky to her mom still living & sitting In front of her The daughter did have two glasses of wine at my establishment, unsure if she wasimpaired or had emotional break down ***Please see attached***

December 14, 2016
To whom it may concern,
This is regarding your Revdex.com complaint [redacted]
We have been in the restaurant business for more than 30 years and this is thefirst complaint I've received from The Revdex.com.
This customer came to our restaurant with her Mother on Monday...

11/21/16; andwanted to substitute the ingredients with gluten free options, which was not onour menu. They wanted to substitute everything they ordered with differentingredients. I told the server working at the time, that the curry dishes that theywanted are already pre-made. In order to make it with different ingredients thatthe customer requested, there would be a $1 or $2 charge for each dish that theywanted to substitute. The server explained this to them. I believed that customerdid not understand the server's accent or got too intoxicated to remember.
The daughter did order a glass of wine when they arrived. If I had known that theywould not agree with the prices, we would have not accepted the order. If shehad ordered dishes without modifying it, there wouldn't be a charge.
When she indicated that she was verbally assaulted over and over again that isabsolutely not true. The truth is that she came over and talked to me and askedfor her server and I told her that she was taking a break. Then I asked her, "Can Ihelp you with anything?" She told me the tropical jungle dish she ordered was toospicy, and I said OK; we could make a new one for them. She then went back toher Mom and I followed her and asked her Mom, if she needed anything as well.She asked me; "is it one star?" I said "yes, but I can make a new one for you," butshe said it was ok. I told her that she should eat it with steam rice that she hadordered, to make it less spicy tasting, which she did. Since it seemed that theywere eating the curry based dishes without rice. I went back and checked with heragain, and she was Ok. Then the daughter wanted me to pack the leftovers andasked for extra brown rice to go to with it. I included it, with no charge.
I even gave her mom a compliment about her necklace that she wore. We gotalong great, until we gave them their bill. The bill included $3 dollars extra totalfor Phad Thai & Pa-Nang.
Their order consisted of:#57 Pa Nang with tofu, regular price is $12.95, which consisted of pre-made saucealready, but she didn't want it. She wanted it with a new sauce that didn't containfish sauce or chicken broth. For this order there was a $2 extra charge.
#60 Phad Thai tofu regular price $10.95, but she wanted it without: fish sauce, soysauce, or oyster sauce. We had to make this for them from scratch with differentingredients, which we charged them only $1 more.
#24 Tropical Tofu regular price is $11.95 with restaurant ingredients, but theywanted without: fish sauce, soy sauce, or oyster sauce. This one we did notcharge them extra. Only with the Pa-Nang & Phad Thai there was additionalcharge, because both items needed more time to cook.
Enclosed is a copy of the bill, it was dinner for 3 people plus 2 alcoholic drinkstotal bills was $74.15 including tax.
Most businesses will charge extra for substitutions, especially for things that arenot included on the menu. We have never had this problem in the past. This is thefirst occurrence of ever having a problem with additional charges for a customercustomizing an order.
Sincerely yours,Dara J[redacted]
Thai castle
 
P .S. I did not yell at them at all. At the time that this happened, the gentleman attheir table had already left and it was just the Mother and Daughter when the billarrived.
The customer did tell me that she just lost her srandmother and uncle. Iapologized and told her that I was sorry to hear that. I informed her that I also lostmy Mother last year. I knew how it felt to lose the love one. But told her that, sheis still lucky to her mom still living & sitting In front of her.
The daughter did have two glasses of wine at my establishment, unsure if she wasimpaired or had emotional break down.
          [redacted]Please see attached[redacted]