Tosca Cafe, Inc.

Review: I WAS a loyal customer at TOSCA café ,loyal to the point I order almost once every 2 weeks I ordered dinner for my husband and I at 8:52pm to be exact from my call log records. I ordered the chicken wrap along with 20 piece wings, My order didn't show up until about 10:15 our order took over and hour when the young man taking our order said about 40 min, I find almost 1 1/2 hours to be quite some time for wings and a wrap. After receiving my meal and being frustrated from the time alone, I took 1 wing and found it to be under cooked and slimy, at that point I was even more frustrated and was going to give Tosca a call but it was almost 10:45pm and I had to be up at 5:00am for work so I put the order of wings in my refrigerator and went to bed with the intentions of calling Tosca on my lunch break the next day regarding the situation the prior night needless to say I went to bed tired, frustrated and hungry. I had given Tosca a call the next morning around 11:30am and spoke with a young lady who was very nice and was listening to my story while trying to help me resolve it her [redacted] had the young lady going back and forth till finally I had asked her to please put the [redacted] on the phone so this can be resolved. [redacted] finally got on the phone and told me why I didn't call the night before I had said my reasons and said regardless I am a unhappy loyal customer and I still had all of my food that she can have back and if she can send me fully cooked wings that I would appreciate it, I did NOT ask for a refund I asked just for fully cooked wings she said she could not do that and she can send me 2 mini cannoli's instead and my response to that was I didn't order cannoli's and I cant seem to understand how it is an issue to send me fully cooked wings that I had paid $20.00 for She continued to go back and forth and saying why didn't I call earlier and my response was I still have all the wings except 1 . It wasn't like I ate all of the food and had asked for a refund or said that I did not like them and ate half. Bottom line TOSCA is a very expensive place to eat and it is unfortunate that the [redacted] is such a cheap and inconsiderate women, who I might add has NO [redacted]ial skills and is very unprofessional .This is a restaurant that throws away food by the pounds daily and had to put up such a fight for 20 piece wings. Its very unfortunate that it had to get to this level but to be a loyal customer with never a complaint, and be treated this unfairly its such a disappointment. For Being such a well known café you would expect superior customer service .Desired Settlement: At first all I asked for was better cooked food now I would like a refund.

Business

Response:

We appreciate [redacted] taking the time to voice her complaint because without valuable feedback like hers we cannot better our service. Our loyal customers are important to us and we always try to make sure that the customer is happy with the meal they receive or compensate them if they are not.

In her complaint [redacted]/ [redacted] stated that her order was extremely late and that her wings were undercooked. The customer did not call back to place a complaint on the same day the order was placed and delivered, so it was very difficult for us to correct the problem; had she called back on the same day we would have gladly sent her a new order or given her a credit for a future order. We checked our records and the driver left the premises 30 minutes after the order was placed so her order should have been delivered in about 45 minutes to an hour depending on traffic and other deliveries. When she called back the next day, we had no way to confirm if the wings were undercooked or not and the customer wanted us to send her a new order of wings. We first offered her dessert but when she was not happy with that we also offered to send a 10 piece wing order to make the customer happy and try to make up for what she stated happened the day before but we could not offer he r a full order because she did not call back on the same day making it difficult for us to ascertain whether the wings were bad or not and hold our employees accountable for the error. Part of our policy is to receive the return item(s) so that we can evaluate and make sure it doesn’t happen again. The customer also used a $5 off coupon for this order so we are unable to refund the customer the full value of the wings. Although we weren’t informed on time so that we could find out what happened in the kitchen, we will still gladly send the customer a 10 piece order of wings.