I decided to order some food from this restaurant for a family event, unfortunately it was a HUGE MISTAKE. I called two days in advance to order 35 vegetarian empanadas, asked several times to make sure they were fully vegetarian, and assumed then that there would not be any issues. Once I picked up the empanadas, came home and my family and I decided to try one empanada before our event. My partner, who is fully vegetarian, took a bite out of one and found that it had chicken in it, she spited it out and threw it in the trash, and so I immediately called the restaurant to speak with the woman we placed the order with; while we were waiting on the phone we opened two more, one had chicken and the other was vegetarian EVEN THOUGH they all looked the same and had two lines on the crust -- They had obviously made a mistake, which I understand happens. The first person was very understanding, apologized and initially said they could replace the empanadas. I agreed to pick up the new order of empanadas and she asked me to wait on the phone while she spoke the manager; when she came back to the phone, she said they would replace ONLY the empanadas that had chicken if I could give them a picture of the two chicken empanadas. I explained that they were in the trash and so she asked me to wait once again and then the manager came to the phone...
...THIS IS WHEN EVERYTHING STARTED GOING DOWN HILL:
The manager who later identified himself as Ruben Arcila, the owner of the restaurant, WAS INCREDIBLY CONDESCENDING AND RUDE! He told me I needed to take the two chicken empanadas to his restaurant so they could be replaced. ONLY THOSE TWO. I of course told him that I unfortunately I had thrown them in the trash and was not going to go in there to take them out (TOTALLY UNSANITARY, A RESTAURANT OWNER SHOULD KNOW THAT) and that I needed to make sure they were ALL vegetarian; I offered to take all the boxes with untouched empanadas back because it seemed like they were mixed. I was obviously willing to bring the food back to the restaurant so they knew I wasn't lying or trying to get away with getting "freebies". He kept repeating over and over again that he needed to 1) see a picture or 2) OPEN UP EACH EMPANADA TO CHECK, AND HE WOULD REPLACE ONLY THOSE THAT HAD CHICKEN INSIDE! This was of course a ridiculous suggestion as no one can serve their guests something like that, and he was not going to replace them. He even said I wouldn't be losing anything! I kept on asking them to replace the food and he refused repeating the same thing over and over again, giving me this condescending and disrespectful attitude.
My partner got the phone at this point because this man was making nonsense arguments, explained she was a vegetarian and had just spited out one of the empanadas and thrown it in the trash, which was an uncomfortable experience caused by a mistake made by the restaurant. This person Ruben said then that he needed to see a picture of the chicken inside of the empanadas, to which my partner explained ONCE AGAIN that she was not going to take out of the trash, and that she couldn't believe the owner of a restaurant expected such thing. He then said that vegetarian empanadas were marked with TWO LINES. Again, they all had the two lines on the crust so they were OBVIOUSLY MIXED!
My partner was very frustrated at this point, told him so and attempted to once again explain that 1) she couldn't open them all up, because that is not how you serve food, and 2) that she was not going to put her hands in the trash after she had spit one of them. Then he told her in a ver condescending tone "DID YOU SPIT OUT ALL OF THE 35 EMPANADAS?!" At this point it was very clear that this person has no managing skills whatsoever and so my partner told him she was simply going to take them all back and wanted the money back. He kept on repeating the same over and over again --pictures of the disposed empanada OR cutting the remaining in half to check-- This was so frustrating! My partner was furious and told him that this was no way to run a business and that he was being rude, condescending and unable to recognize they made a mistake, and told him we just wanted our money back. When he finally agrees to refund the money, told her he didn't need the empanadas back "...AND PLEASE, DO ME A FAVOR AND DON'T BUY FROM US AGAIN" which was of course just his way to be rude once again because why on earth would we buy from this restaurant again.
Someone who knows a thing or two about customer service would never lose a customer over something like this, especially because they were the ones who made the mistake. I think is important for people to know this is the kind of response you will receive if they mess up your order and you say something about it.
***And here is a picture of two more empanadas we opened up after this uncomfortable phone call, two lines on the crust and yet they had chicken inside.*** read more