Wong's wok

This customer contacted me on the date of her visit via email, to which I responded. I have attached the email exchange. My response to her email sums up our position on this
matter. In Ms*** email she did not share her dissatisfaction with the food and the details of the service delivered. I had communicated that she was more than welcome to call me so that we could gather more details and make things right for her, but I have not heard from her yet.
We do stand behind our practice to implement extra charges for items such as extra containers to cover our costs, not just for the container but also for the increased food cost associated with inevitable over portioning that occurs when our team plates the food meant to be placed in one container into multiple containers. When our portions are not followed our prices no longer make sense. We also stand behind our refund policy, which is noted throughout our restaurant. This refund policy was put into place to prevent the abuse and waste that was taking place too frequently before. However, we work with our managers to empower them to make this call on a case by case basis. If the situation warrants it, a refund is sometimes the best remedy. Customer service is very important to us and we do what we can to make the customer happy.
I do apologize if MsStewart feels that the manager did not handle the situation well. Delivering good customer service is always a priority for Wong’s Wok, and we are engaged in continuous efforts to carry this through with our entire team. We will most certainly be evaluating this experience with the Manager involved and ways that we can improve for the future. MsStewart is welcome to contact me so that I can arrange for her refund of $
Sincerely,
*** ***
Owner
Wong’s Wok Restaurants