Thai in Shirlington

Jan O6:37pmJanuary 23, 2017Revdex.com serving Metro Washington DC, K StNW, 10th Floor - Washington DC 2005-Re: The complaint ID# [redacted] .Dear [redacted] ,First of all I would like to introduce myself, my name is Jitaree T [redacted] , I'm a partner of T.H.A.I in Shirlington RestaurantThank you for the opportunity to have me explain my side of the story.This is the first time that I have to write a letter to Revdex.com, we have been serving Shirlington (Arlington) area since October We are thriving in serving good quality food and a great service for all those yearsI myself and more than half of the staff (Delivery person, Servers, Bartender and my Assistant Manger) have come to know this customer (***) very well.The customer started order delivery service thru ***, she stated on her order that she wanted to have extra shrimp with her order, we did exactly as told by the customer, when we sent a request for the price adjustment via [redacted] to the customer cause it will be additional charge for extra shrimp ( Restaurant Policy) which she refused to pay for that when our delivery person showed up at her door step This similar incidents happened at least times till we had reported to [redacted] **.One time the customer was sitting at the bar and asked our bartender to splash more pineapple juice to her drink, the bartender did that , the customer asked to see the manager, she said the bartender splashed too much pineapple juice on her drink, so we made her a new drinkThe customer has changed the way of placing delivery/pick up order via the phone, four out of ten times the customer would compliant about either food or serviceLast time The customer ordered Pineapple Fried Rice, she called to let us know that the kichen staff forgot to put Pineapple in there I was the one who spoke to the customer on the phone, I offered to give her 40% discount which she agreed on thatI told her that she has $stroe credit that will be applied on her next orderreceived:Jan O6:38pmOn Thursday January 12th (I believe this was the day that I had come to the last straw) we happened to have two mangers on duty on that day, my assistant manager was the one who took her order after the customer finished placing an order, my assistant manager told her that we are going to apply $credit to her order, right then she said she was supposed to get a full credit on her order because someone put her on holdAt this point my assistant manager brought it up to my attention, I explained to the customer that this is a restaurant business, we have two phone lines, sometimes we have to put the customer on hold also told the customer that she has $credit with us, I'm not going to give her more than that and I had offered to give her money back by having my delivery person drop it off at her place.After I've read her complaint letter, l felt appalled that the customer brought up the race issueAt our restaurant we have a front staff meeting every Friday, one of the topic that has been brought up regularly is equality, I told my staff " If everybody pays the same price on Pad Thai, it means every customer deserves equally treatment I'm an immigrant from ThailandI'm a US citizen I have been living here for almost yearsI have realized the race issue is very sensitive subjectPlease check our [redacted] Reviews [redacted] Reviews, [redacted] Reviews,....I really want you to know who we are as a fine Thai restaurant.At this point I don't think I will be able to come up with any outcome to make the customer happy, have realized there's no win situation for me ( the resrtaurant) after she doesn't get what she wants, her next step would be written up bad reviews about the restaurant on the Social media out thereI have to admit I have failed on making customer happy and making them come back, at the same time I have refused to serve the customer that believe we restaurant has to compensate her/him when she/he is not happy with us for little things or sometimes is nothing.Thank you very much for listening to myside of the storyIf you have any questions, please feel free to call me at ###-###-####.Sincerely,Jitaree T [redacted] /Managing Partner

Jan 26 2017 O6:37pmJanuary 23, 2017Revdex.com serving Metro Washington DC, 1411 K St. NW, 10th Floor - Washington DC 2005-3404 Re: The complaint ID# [redacted].Dear [redacted],First of all I would like to introduce myself, my name is Jitaree T[redacted], I'm a partner of T.H.A.I in Shirlington Restaurant. Thank...

you for the opportunity to have me explain my side of the story.This is the first time that I have to write a letter to Revdex.com, we have been serving Shirlington (Arlington) area since October 1995. We are thriving in serving good quality food and a great service for all those years. I myself and more than half of the staff (Delivery person, Servers, Bartender and my Assistant Manger) have come to know this customer ([redacted]) very well.The customer started order delivery service thru [redacted], she stated on her order that she wanted to have extra shrimp with her order, we did exactly as told by the customer, when we sent a request for the price adjustment via [redacted] to the customer cause it will be additional charge for extra shrimp ( Restaurant Policy) which she refused to pay for that when our delivery person showed up at her door step . This similar incidents happened at least 3 times till we had reported to [redacted].One time the customer was sitting at the bar and asked our bartender to splash more pineapple juice to her drink, the bartender did that , the customer asked to see the manager, she said the bartender splashed too much pineapple juice on her drink, so we made her a new drinkThe customer has changed the way of placing delivery/pick up order via the phone, four out of ten times the customer would compliant about either food or service. Last time The customer ordered Pineapple Fried Rice, she called to let us know that the kichen staff forgot to put Pineapple in there . I was the one who spoke to the customer on the phone, I offered to give her 40% discount which she agreed on that. I told her that she has $8.00 stroe credit that will be applied on her next order. received:Jan 26 2017 O6:38pmOn Thursday January 12th (I believe this was the day that I had come to the last straw) we happened to have two mangers on duty on that day, my assistant manager was the one who took her order after the customer finished placing an order, my assistant manager told her that we are going to apply $8.00 credit to her order, right then she said she was supposed to get a full credit on her order because someone put her on hold. At this point my assistant manager brought it up to my attention, I explained to the customer that this is a restaurant business, we have two phone lines, sometimes we have to put the customer on hold also told the customer that she has $8.00 credit with us, I'm not going to give her more than that and I had offered to give her money back by having my delivery person drop it off at her place.After I've read her complaint letter, l felt appalled that the customer brought up the race issue. At our restaurant we have a front staff meeting every Friday, one of the topic that has been brought up regularly is equality, I told my staff " If everybody pays the same price on Pad Thai, it means every customer deserves equally treatment.  I'm an immigrant from Thailand. I'm a US citizen I have been living here for almost 21 years. I have realized the race issue is very sensitive subject. Please check our [redacted] Reviews [redacted] Reviews, [redacted] Reviews,....I really want you to know who we are as a fine Thai restaurant.At this point I don't think I will be able to come up with any outcome to make the customer happy, have realized there's no win situation for me ( the resrtaurant) after she doesn't get what she wants, her next step would be written up bad reviews about the restaurant on the Social media out there. I have to admit I have failed on making customer happy and making them come back, at the same time I have refused to serve the customer that believe we restaurant has to compensate her/him when she/he is not happy with us for little things or sometimes is nothing.Thank you very much for listening to myside of the story. If you have any questions, please feel free to call me at ###-###-####.Sincerely,Jitaree T[redacted]/Managing Partner