The Flame Broiler

Initial Business Response / [redacted] (1000, 5, 2015/07/29) */ Contact Name and Title: [redacted] Contact Phone: Manager Contact Email: [redacted] @gmail.com I was notified about about the situation because I wasn't there, The customer came back to the store about 30-45mins after they picked up the food and they didn't tell us what was wrong with the food, they were just demanding their money back, without telling us what was wrong, they got upset and leftThey left the food there, another customer checked it and so did my employee, and the food was mostly all eaten alreadySo it was very confusing for us from the beginning because she didn't directly say "this is the issue, can we replace our food or money back" and if the bowl wasn't eaten or touched (because the chicken is burnt) that would make a lot of sense, to either make them more chicken or a refundI had other customers complain, they will tell us the issue and we resolve it by making another bowl or a refundBut I cannot allow the customer to bring back a bowl that is entirely eaten and an another partially full, and demand for their money backThat is not our policyI do not mind accommodating the customer and making an exception by replacing their bowl, this timeBut in the future our policy is to replace the customers food with out being eaten Thank you, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) If you look on Yelp- there are LOTS of complaints about this facility1st - there was an older Indian man that immediately came up to us when we walked in We NEVER demanded money, as the man approached us so quickly, and asked why we were thereWe were never given a chance, as the above paragraph statedWe never said anything, because we never had the chance Yes, ONE plate was eaten it was mineMy daughter did not touch hers YES, my daughter did leave the food there Now the manager says he/she was NOT there yet they say: "So it was very confusing for us from the beginning because she didn't directly say "this is the issue, can we replace our food or money back" and if the bowl wasn't eaten or touched (because the chicken is burnt) that would make a lot of sense, to either make them more chicken or a refund." I guess the manager who wasn't there - now suddenly takes the word of her/his employees My question- since the manager was not thereDid the manager ask if they burned chicken? The older guy never let us say anythingThat is why we walked outIt was embarrassingMy daughter was trying to talk "quietly." He said out loud, why you come back hereWe were so disgusted that is why she left the food and we walked outWe decided to complain to Flame Broiler TWICECorporate office forwarded the emailThis place NEVER got in touch with us until Revdex.com got involved If [redacted] was such a good manager, why did we not receive a response until Revdex.com got involved? To receive a response now, in my opinion shows that customer service doesn't mean anything to themOnly when Revdex.com gets involved do they respond Did the facility burn the chicken that day? Yes they didThe entire place smelled of burned chickenIt doesn't matterI didn't want my money back from themActually, I would have taken an apologyThis place wants to accuse me and still not apology I was sitting there eating the disgusting food, and decided to complainAs a business owner myself, I would have at least wanted to hear the complaintAs [redacted] said, he/she was not there so they really have NO idea what happened This facility has complaints of bones that children have almost choked fromThis business needs to look at YELP and see how many complaints they have against themThe Revdex.com should look at the complaints online The manager is speaking hearsay as they said- they were NOT thereSo it appears they did not know their workers were burning the chicken and selling it Shame on [redacted] for not being accountableI have nothing to sayI told the truthHopefully, they will be "honest" in the futureWho was the older gentleman that came out and tried to shoo us away? I have no reason to lie for a couple of chicken plates I have done my partI told the truth Final Business Response / [redacted] (4000, 9, 2015/08/06) */ Yes, I was not there, and that is why I'm willing to accommodate and find a solution to the problemThe reason why I also can say something is because I was there prior, I was there when you picked up the food, I left when the food was brought backI know what cook was there, of course I am going to listen to my employees, I do trust them alsoI have a great staff and we would love to make you more foodOf course we try to better ourselves from our customer complaints and our Yelp reviewsbut there is a fine line with everything, as far a the"bone" in the chicken, we apologized to the customer and let corporate know, because that is out of our controlit the vendor and the packaging, but I let our vendor know about that right awaySo in this situation, I do apologize and would like to move forward from the problemWe can refund your money for the two bowls you purchased.Please let me know Again, I apologize [redacted]

Initial Business Response /* (1000, 5, 2015/07/29) */
Contact Name and Title: [redacted]
Contact Phone: Manager
Contact Email: [redacted]@gmail.com
I was notified about about the situation because I wasn't there, The customer came back to the store about 30-45mins after they picked up the food...

and they didn't tell us what was wrong with the food, they were just demanding their money back, without telling us what was wrong, they got upset and left. They left the food there, another customer checked it and so did my employee, and the food was mostly all eaten already. So it was very confusing for us from the beginning because she didn't directly say "this is the issue, can we replace our food or money back" and if the bowl wasn't eaten or touched (because the chicken is burnt) that would make a lot of sense, to either make them more chicken or a refund. I had other customers complain, they will tell us the issue and we resolve it by making another bowl or a refund. But I cannot allow the customer to bring back a bowl that is entirely eaten and an another partially full, and demand for their money back. That is not our policy. I do not mind accommodating the customer and making an exception by replacing their bowl, this time. But in the future our policy is to replace the customers food with out being eaten.
Thank you,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/07/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If you look on Yelp- there are LOTS of complaints about this facility. 1st - there was an older Indian man that immediately came up to us when we walked in.
We NEVER demanded money, as the man approached us so quickly, and asked why we were there. We were never given a chance, as the above paragraph stated. We never said anything, because we never had the chance.
Yes, ONE plate was eaten it was mine. My daughter did not touch hers.
YES, my daughter did leave the food there.
Now the manager says he/she was NOT there yet they say: "So it was very confusing for us from the beginning because she didn't directly say "this is the issue, can we replace our food or money back" and if the bowl wasn't eaten or touched (because the chicken is burnt) that would make a lot of sense, to either make them more chicken or a refund." I guess the manager who wasn't there - now suddenly takes the word of her/his employees.
My question- since the manager was not there. Did the manager ask if they burned chicken?
The older guy never let us say anything. That is why we walked out. It was embarrassing. My daughter was trying to talk "quietly." He said out loud, why you come back here. We were so disgusted that is why she left the food and we walked out. We decided to complain to Flame Broiler TWICE. Corporate office forwarded the email. This place NEVER got in touch with us until Revdex.com got involved.
If [redacted] was such a good manager, why did we not receive a response until Revdex.com got involved? To receive a response now, in my opinion shows that customer service doesn't mean anything to them. Only when Revdex.com gets involved do they respond.
Did the facility burn the chicken that day? Yes they did. The entire place smelled of burned chicken. It doesn't matter. I didn't want my money back from them. Actually, I would have taken an apology. This place wants to accuse me and still not apology.
I was sitting there eating the disgusting food, and decided to complain. As a business owner myself, I would have at least wanted to hear the complaint. As [redacted] said, he/she was not there so they really have NO idea what happened.
This facility has complaints of bones that children have almost choked from. This business needs to look at YELP and see how many complaints they have against them. The Revdex.com should look at the complaints online.
The manager is speaking hearsay as they said- they were NOT there. So it appears they did not know their workers were burning the chicken and selling it.
Shame on [redacted] for not being accountable. I have nothing to say. I told the truth. Hopefully, they will be "honest" in the future. Who was the older gentleman that came out and tried to shoo us away?
I have no reason to lie for a couple of chicken plates.
I have done my part. I told the truth.
Final Business Response /* (4000, 9, 2015/08/06) */
Yes, I was not there, and that is why I'm willing to accommodate and find a solution to the problem. The reason why I also can say something is because I was there prior, I was there when you picked up the food, I left when the food was brought back. I know what cook was there, of course I am going to listen to my employees, I do trust them also. I have a great staff and we would love to make you more food. Of course we try to better ourselves from our customer complaints and our Yelp reviews. but there is a fine line with everything, as far a the"bone" in the chicken, we apologized to the customer and let corporate know, because that is out of our control. it the vendor and the packaging, but I let our vendor know about that right away. So in this situation, I do apologize and would like to move forward from the problem. We can refund your money for the two bowls you purchased.Please let me know.
Again, I apologize.
[redacted]