Ty Thai

Review: I called TY Thai to order dinner. When I got to the restaurant to pick up the food, I paid and then realized that my food was incorrect. I told the lady there must have been a misunderstanding that I didn't have the correct order. She argued with me about what she said over the phone. She went to the back to talk to someone named [redacted] and returned telling me that they could correct my order, but I had to pay for it on top of the $30 dollars I just spent on food that I didn't order. They would not refund me my money nor would they give me the tip back that I had originally given the lady. I was completely appalled by the way I was treated and how they handle the situation. I will never go back to this restaurant and I will make sure everyone hears about their horrible service.Desired Settlement: It would have been nice if "[redacted]" or the manager would have talked to me and corrected my order without making me pay to correct the mistake the server made.

Business

Response:

Here is what happened. The customer called and ask for 'chicken with cashew nut'. We are Thai restaurant and we do not use chicken cashew nut in the name of the order. We have several dishes that have chicken and cashew nut. My waitress explain one of the item which is a salad dish which has chicken and cashew nut, it's called 'Yum Gai Mango'. The customer said that's what she wanted. My waitress then repeat again that the dishes she's ordering is 'salad'. The customer even goes on and said she wanted us to make it very spicy 'Thai hot'. So the customer came and pick up the food. She was handed the bill, looked at it and saw the food name on the receipt, paid and left. She then returned later and said it's the wrong order. There was no manager on site. '[redacted]' which is myself was not there. My chef was there and he acted according to our policy. The food was made per customer order. He discussed with waitress and the waitress said she did repeated several time over the phone that the dishes being order were salad dish. If the customer change their mind then yes my chef can make new dishes but still have to charge and account for all the products that leave the kitchen. Here is the description of 'Yum Gai Mango' on our menu Crispy chicken mixed with fresh mango, toasted cashew nuts, onion, scallion, cilantro, lime juice, and chili served on bed of lettuce. Here is the description of the customer's complain order ' Kang Panang' Choice of meat with Panang curry, coconut milk, mixed fresh vegetables and crushed peanuts One is salad and one is curry. On the phone the customer did not mention any curry or my waitress would have suggested the curry dishes. All she said was 'chicken with cashew nuts' The customer ordered two Yum Gai ($10.49 each) which comes out to be $20.98 plus $2.47 taxes which bring the total to $23.45. She did not pay $30 for it. She paid with cash $40 and the waitress gave her back change $16.55. She handed $3 tips to the waitress. She never asked for her tips to be returned or else my wait staff would have gladly return the tips money.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Yes, I did call and ask for Cashew Chicken. The last time I made a take-out order there, I asked the guy if they made "Cashew Chicken" and he offered me "Kang Panang." I did the same thing when I ordered this time. It is my mistake for not knowing the correct name of the meal, but the word "salad" was never said nor repeated. Why would I ask for a salad to be thai hot? I was never handed a bill with the name of the food on it. Yes, I did pay for it and when I walked out to the car I double checked my order because everyone makes mistakes. I saw that it was two salads and immediately walked back into the store because I thought I had received the wrong order. I didn't come back "later." When I told her I thought I had the wrong order and what I what it was that I ordered, the waitress talked to another lady and said "Well, lets ask [redacted]." They walked into the kitchen and then they walked back up to the counter and said that my order could be corrected, but that I have to pay for the corrected order. It wasn't a matter of "changing my mind." All together I ended up paying $26.45 for food that I didn't want and attitude to go along with it. All I want is my money back. I'm mainly blown away at the poor customer service in this place. I work in a restaurant myself and I deal with stuff like this all the time. If there is a mistake, you fix it. That's how you stay in business! You don't give someone an attitude and then not resolve the issue.

Regards,

Business

Response:

I state again that there is no cashew nut in 'Kang Panang' and that's why you did not receive Kang Panang when you order 'chicken cashew nut'. I don't know if we can rely on your statement any more because you have previously said you paid $30 and now you are saying that you paid $26.45. The actual food price was $20.98 plus taxes $2.47 which brings the total to $23.45. You were nice to leave a tips of $3 for the waitress. My waitress said you had never asked for the tips money back; they would have returned you $3. Our security camera at our cashier station shows that you were handed the detailed order receipt and you handed the money back. My waitress did repeated the order several times that it was a salad order and you kept assuring her that you wanted the salad. You never mentioned that you wanted the curry dish. 'Kang Panang' is a curry dish. Our menu is available online and if you do not know the food by the correct name, our staffs are gladly to help you. That's why she repeated the orders and you insisted on ordering salad dish of chicken with cashew nuts 'Thai hot'. It's not unusual for salad in the Thai restaurant to be made spicy. Again here is our description of Yum Gai salad that you received. Please notice that it has 'chili' in the description. It is supposed to be made spicy. We allow our customer to choose the level of spice.

YUM GAI MANGO

Crispy

chicken mixed with fresh mango, toasted cashew nuts, onion, scallion, cilantro,

lime juice, and chili served on bed of lettuceThe only last resolution that I can offer you is to come and pick up your two free orders of Kang Panang curry but we cannot refund any money.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Thanks for the offer, but I don't want your food because I will never be going back or supporting a business that operates like you do. It's ridiculous that I had to go as far as I did to get what I originally wanted. To be perfectly honest with you I don't appreciate the way I was treated, talked to, or how the issue was handle therefore I would be scared for my health to eat food that you would prepare for me after all of this.

Regards,