Wasena City Tap Room & Grill

To whom it concerns,We would like to respond to the allegations put forth by the consumersThis will lay out problems with their storyThe party first states that they ate at our restaurant, and then says they ordered food to goI would like to point out the difference here between those two statementsWhen you eat at our Restaurant we provide many different services including and not limited to: clean/ sanitary dishes, a clean/ sanitary kitchen to prepare and heat food, and clean / sanitary dinning utensils to eat our food with and a clean / sanitary environment to eat inWhen you take our food somewhere else these proven services become the responsibility of the customer.They then complain that the burgers were dressed with mayo and that one of the party is allergic to mayoSo instead of not eating a burger containing something they know they are allergic to, they “salvaged the buns” and ate the burgers regardlessThey did not call us to alert us that their food was not prepared to their specificationsHad they we would have remade them as requested or refunded them the money tendered at onceThis salvaging process should be called into questionThe time delay between when the food was ready for them to pick it up and when it was eating should be called into question as wellHaving eating the burgers, that only one was originally allergic to but was, now “salvaged” they both became sickWhen they originally complained, they stated that they became sick only minutes after eatingThis is not how food poisoning worksI have added a chart that may help explain food poisoning to the end of this letter.They also claim that they ordered two burgers and fries and that this order cost $If they ordered our most expensive burgers with fries they would have been charged only $including taxEven if they added a 60% tip to their total purchase the sum of the payment would be less than $40.00! And they mentioned on their initial complaint that they forgot to call and were only voicing their food poisoning after a week or so.Having received their confounding complaint I attempted to call each of them and did not receive an answerTo my knowledge they did not contact me againInstead they filed this complaintHad they provided proof of purchase in the form of their receipt we would have been prepared to provide a refund in the form of store credit equal to the food in question if the facts proved correct.I would also like to add that in the nearly four years of serving food we have never received a complaint regarding food poisoningWe serve anywhere from 80-burgers on any given day! We received no other complaints the night in question, the fact is we have never any other complaints regarding this matter.Sincerely,The Wasena City Tap Room

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 For starters when I say we salvaged the buns my girlfriend did not eat her bun with the mayo on itWe know about food safety and would not eat something long after ordering itOur meal was to be exact so the company's story of how much it would be is way offI can pull it up at any point to prove I am rightWe were never called, we can both pull up our missed call logsI don't ever have a missed call go unnoticedI would have never continued to call or email the Gm had I been allied backIn their email they said they would have taken care of us had we come in with the receiptWe were told on several occasions that the GM was the only person that candle these thingsEvery time we called he was not thereWe weren't going to show up just to be told he wasn't there and they can't help usI am not a liar and don't appreciate being accused of thatThe reason we waited a week to even call is because I didn't want to complain because I hate to do itI realized that's of my hard working dollarsI had a bad experience with this company, thought it was handled awfulI don't bad mouth the company at allI have heard great things about themI didn't have that kind of experienceI am a manager in a customer service field and I feel like I have not been treated like a customerRegards, [redacted] ***

To whom it concerns,We would like to respond to the allegations put forth by the consumers. This will lay out problems with their story. The party first states that they ate at our restaurant, and then says they ordered food to go. I would like to point out the difference here between those two...

statements. When you eat at our Restaurant we provide many different services including and not limited to: clean/ sanitary dishes, a clean/ sanitary kitchen to prepare and heat food, and clean / sanitary dinning utensils to eat our food with and a clean / sanitary environment to eat in. When you take our food somewhere else these proven services become the responsibility of the customer.They then complain that the burgers were dressed with mayo and that one of the party is allergic to mayo. So instead of not eating a burger containing something they know they are allergic to, they “salvaged the buns” and ate the burgers regardless. They did not call us to alert us that their food was not prepared to their specifications. Had they we would have remade them as requested or refunded them the money tendered at once. This salvaging process should be called into question. The time delay between when the food was ready for them to pick it up and when it was eating should be called into question as well. Having eating the burgers, that only one was originally allergic to but was, now “salvaged” they both became sick. When they originally complained, they stated that they became sick only 10 minutes after eating. This is not how food poisoning works. I have added a chart that may help explain food poisoning to the end of this letter.They also claim that they ordered two burgers and fries and that this order cost $40. If they ordered our most expensive burgers with fries they would have been charged only $24.26 including tax. Even if they added a 60% tip to their total purchase the sum of the payment would be less than $40.00! And they mentioned on their initial complaint that they forgot to call and were only voicing their food poisoning after a week or so.Having received their confounding complaint I attempted to call each of them and did not receive an answer. To my knowledge they did not contact me again. Instead they filed this complaint. Had they provided proof of purchase in the form of their receipt we would have been prepared to provide a refund in the form of store credit equal to the food in question if the facts proved correct.I would also like to add that in the nearly four years of serving food we have never received a complaint regarding food poisoning. We serve anywhere from 80-120 burgers on any given day! We received no other complaints the night in question, the fact is we have never any other complaints regarding this matter.Sincerely,The Wasena City Tap Room

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.
For starters when I say we salvaged the buns my girlfriend did not eat her bun with the mayo on it. We know about food safety and would not eat something long after ordering it. Our meal was 34.79 to be exact so the company's story of how much it would be is way off. I can pull it up at any point to prove I am right. We were never called, we can both pull up our missed call logs. I don't ever have a missed call go unnoticed. I would have never continued to call or email the Gm had I been allied back. In their email they said they would have taken care of us had we come in with the receipt. We were told on several occasions that the GM was the only person that candle these things. Every time we called he was not there. We weren't going to show up just to be told he wasn't there and they can't help us. . I am not a liar and don't appreciate being accused of that. The reason we waited a week to even call is because I didn't want to complain because I hate to do it. I realized that's 35 of my hard working dollars. I had a bad experience with this company, thought it was handled awful. I don't bad mouth the company at all. I have heard great things about them. I didn't have that kind of experience. I am a manager in a customer service field and I feel like I have not been treated like a customer. Regards,[redacted]