The Hideaway Restaurant Bar

Response to complaint ID [redacted] Attention: [redacted] Regarding the customers complaint, I can not attest to the date that the customer is citing, I remember the situation but not the date The person complaining about the wings was not the person who ordered the wingsI took the order myself and the person ordering the wings specifically requested that the wings be “cooked hard”This is a request we get oftenAs with absolutely every wing order, the wings were pulled from the product bag and cooked freshWe never pre-cook wingsThe customer ordered large Old Bay and large Teriyaki, not Teriyaki as was stated in her complaintHer statement that we “put them in sauce to make them look fresh” doesn’t make sense to meTeriyaki wings are always put in sauce, Teriyaki sauce is what makes them Teriyaki wingsThe other order was shaken with Old Bay seasoning, therefore, no sauce I did hang up on the customerI hung up after explaining to her that the wings were a special order and were cooked exactly how they were orderedThat was when the customer told me she wasn’t the one who ordered themI told her that I was sorry she didn’t like them but that was how the person who ordered them gave me the orderShe became irate and refused to understand that she received what was ordered, and I can only take being yelled at for minutes before I give up and hang upWhen the customer walked into my establishment and started very loudly complaining, I requested that she leave and not come backShe said she was going to call the police, I told her that was her prerogative As far as her statement of “what happened to the customer is always right”, well, what am I supposed to do when I give someone exactly what was orderedIt was not my fault that her friend ordered them not to her likingIf someone ordered a pizza with pepperoni, but you wanted one with sausage, would that be the pizzerias fault? We are a very small business and the customer is correct, “no one has money to throw away”So it was either she throw money away (by her choice) because we gave her what was ordered, exactly how many of our customers request, or we throw money away due to absolutely no fault of our ownWe make nothing on an order of wings, we sell them to our bar customers basically at costIt is our policy that we do not replace special orders“Cooked hard” is a special orderAlso, I did see the wings when she brought them back, they were not “so hard you can’t even eat them” they were cooked exactly how a large portion of our customers prefer themWings are what most of our customers order and many of our regular customers request wings cooked hardThe person who ordered the wings was a regular customerHer wings were not requested to be returnedAs I stated, I saw the wingsIt appeared that not one wing was even tastedOne wing was broken open and I could see the inside of the meatHad she even tried them she may have realized why our wings are so popularIn my opinion, if this customer was not happy with her order, she should complain to the person who ordered them for herI do not feel that my establishment was at fault in the least in this situation Also, I noticed that this customer now says the disputed amount is $The actual price for both sets of wings was $20.04, her set was $The person who ordered the wings (which were cooked together for the same length of time) was happy with her order and I believe has ordered wings cooked hard since then

Response to complaint ID [redacted] Attention: [redacted]
Regarding the customers complaint, I can not attest to the date that the customer is citing, I remember the situation but not the date.
The person complaining about the wings was not the person who ordered the...

wings. I took the order myself and the person ordering the wings specifically requested that the wings be “cooked hard”. This is a request we get often. As with absolutely every wing order, the wings were pulled from the product bag and cooked fresh. We never pre-cook wings. The customer ordered 1 large Old Bay and 1 large Teriyaki, not 2 Teriyaki as was stated in her complaint. Her statement that we “put them in sauce to make them look fresh” doesn’t make sense to me. Teriyaki wings are always put in sauce, Teriyaki sauce is what makes them Teriyaki wings. The other order was shaken with Old Bay seasoning, therefore, no sauce.
I did hang up on the customer. I hung up after explaining to her that the wings were a special order and were cooked exactly how they were ordered. That was when the customer told me she wasn’t the one who ordered them. I told her that I was sorry she didn’t like them but that was how the person who ordered them gave me the order. She became irate and refused to understand that she received what was ordered, and I can only take being yelled at for 5 minutes before I give up and hang up. When the customer walked into my establishment and started very loudly complaining, I requested that she leave and not come back. She said she was going to call the police, I told her that was her prerogative.
As far as her statement of “what happened to the customer is always right”, well, what am I supposed to do when I give someone exactly what was ordered. It was not my fault that her friend ordered them not to her liking. If someone ordered a pizza with pepperoni, but you wanted one with sausage, would that be the pizzerias fault? We are a very small business and the customer is correct, “no one has money to throw away”. So it was either she throw money away (by her choice) because we gave her what was ordered, exactly how many of our customers request, or we throw money away due to absolutely no fault of our own. We make nothing on an order of wings, we sell them to our bar customers basically at cost. It is our policy that we do not replace special orders. “Cooked hard” is a special order. Also, I did see the wings when she brought them back, they were not “so hard you can’t even eat them” they were cooked exactly how a large portion of our customers prefer them. Wings are what most of our customers order and many of our regular customers request wings cooked hard. The person who ordered the wings was a regular customer. Her wings were not requested to be returned. As I stated, I saw the wings. It appeared that not one wing was even tasted. One wing was broken open and I could see the inside of the meat. Had she even tried them she may have realized why our wings are so popular. In my opinion, if this customer was not happy with her order, she should complain to the person who ordered them for her. I do not feel that my establishment was at fault in the least in this situation
Also, I noticed that this customer now says the disputed amount is $20.20. The actual price for both sets of wings was $20.04, her set was $10.02. The person who ordered the wings (which were cooked together for the same length of time) was happy with her order and I believe has ordered wings cooked hard since then.

Review: On Jan.31, 2014 I called 2 orders of terriaki chicken wings over the phone and asked for them to be cooked hard(meaning well done). When I got home I noticed that the chicken was so hard looking like they were old and not freshly cooked that way and they put them in sauce to make them look fresh. So I called and asked to speak to the manager and she said speaking and as I tried to explain the situation she cut me off and started telling me how she seen the cook make them. I said to her there so hard you can't even eat them and can I have my money back, she said no and she got so indignant and hung up on me. So I went up there to see if they can make them over or give me my money back and she said no and don't buy them anymore and walked away. I said I'll call the police and see what they say and she say call them. I work in customer service for 25 years and I never experienced anything like this, whatever happened to customer's always right. My thing that pissed me off the most I payed $10.20 for those wings and ended up throwing them away no one has money to throw away and the way she acted they have done this to other people before and they think it's ok to do people like this.Desired Settlement: A refund, I would be scarred to eat anything from there. Check into there handling of food.

Business

Response:

Response to complaint ID [redacted] Attention: [redacted]

Regarding the customers complaint, I can not attest to the date that the customer is citing, I remember the situation but not the date.

The person complaining about the wings was not the person who ordered the wings. I took the order myself and the person ordering the wings specifically requested that the wings be “cooked hard”. This is a request we get often. As with absolutely every wing order, the wings were pulled from the product bag and cooked fresh. We never pre-cook wings. The customer ordered 1 large Old Bay and 1 large Teriyaki, not 2 Teriyaki as was stated in her complaint. Her statement that we “put them in sauce to make them look fresh” doesn’t make sense to me. Teriyaki wings are always put in sauce, Teriyaki sauce is what makes them Teriyaki wings. The other order was shaken with Old Bay seasoning, therefore, no sauce.

I did hang up on the customer. I hung up after explaining to her that the wings were a special order and were cooked exactly how they were ordered. That was when the customer told me she wasn’t the one who ordered them. I told her that I was sorry she didn’t like them but that was how the person who ordered them gave me the order. She became irate and refused to understand that she received what was ordered, and I can only take being yelled at for 5 minutes before I give up and hang up. When the customer walked into my establishment and started very loudly complaining, I requested that she leave and not come back. She said she was going to call the police, I told her that was her prerogative.

As far as her statement of “what happened to the customer is always right”, well, what am I supposed to do when I give someone exactly what was ordered. It was not my fault that her friend ordered them not to her liking. If someone ordered a pizza with pepperoni, but you wanted one with sausage, would that be the pizzerias fault? We are a very small business and the customer is correct, “no one has money to throw away”. So it was either she throw money away (by her choice) because we gave her what was ordered, exactly how many of our customers request, or we throw money away due to absolutely no fault of our own. We make nothing on an order of wings, we sell them to our bar customers basically at cost. It is our policy that we do not replace special orders. “Cooked hard” is a special order. Also, I did see the wings when she brought them back, they were not “so hard you can’t even eat them” they were cooked exactly how a large portion of our customers prefer them. Wings are what most of our customers order and many of our regular customers request wings cooked hard. The person who ordered the wings was a regular customer. Her wings were not requested to be returned. As I stated, I saw the wings. It appeared that not one wing was even tasted. One wing was broken open and I could see the inside of the meat. Had she even tried them she may have realized why our wings are so popular. In my opinion, if this customer was not happy with her order, she should complain to the person who ordered them for her. I do not feel that my establishment was at fault in the least in this situation

Also, I noticed that this customer now says the disputed amount is $20.20. The actual price for both sets of wings was $20.04, her set was $10.02. The person who ordered the wings (which were cooked together for the same length of time) was happy with her order and I believe has ordered wings cooked hard since then.