I initially left a 3.5-star review because I was disappointed that I received the incorrect order. I ordered an oxtail meal but received what I believed to be stew chicken. Because it was late, I chose not to elaborate further in my original review.
After posting the review, I contacted the restaurant and spoke directly with the owner. Although he was initially defensive and told me it was vegan oxtail and not chicken, he ultimately acknowledged the mistake and offered to refund me. I requested the refund and waited until the following day to confirm that it had been processed, which it was.
However, at 9:04 PM the following evening -- more than 26 hours after my order was placed -- the owner called my personal phone number (which was provided solely for order purposes) and left a voicemail demanding to know why I had given the restaurant a 3.5-star rating. In the message, he accused me of being a liar for stating that I was given chicken.
I find it highly unprofessional and inappropriate for a business owner to use a customer's personal contact information to confront or harass them over an honest review.
Since I am now taking the time to fully explain my experience, here are the additional issues I did not originally include:
After placing my order, the owner called asking when I would be picking it up. I had paid for delivery, so I was confused. He apologized and said he would contact the driver.
Shortly after, I received a call from the DoorDash driver stating he had attempted to pick up my order but was turned away because there was a private event and they were not preparing outside orders. I had to instruct the driver to contact the restaurant directly, as I had just spoken to the owner who told me the order was ready.
When the food finally arrived, not only was the oxtail incorrect, but both orders were missing sides. The mac and cheese and sweet plantains were not included, and rasta pasta was substituted without notice.
Despite all of this, I still left a 3.5-star review because I believed the situation may have simply been a bad night. I even considered revisiting to give the restaurant another opportunity, especially after the refund was issued.
However, receiving a voicemail accusing me of dishonesty and demanding justification for my rating has changed my perspective entirely.
A review reflects a customer's experience and opinion. It is not something that requires approval from the business owner.
Had the owner reached out respectfully -- for example, asking if there was anything else he could do to improve my experience -- I would have been open to adjusting my review positively. Instead, I was met with hostility.
For future reference, it would be beneficial to approach customer feedback with professionalism and respect rather than confrontation. I genuinely hope the restaurant succeeds, but I also hope that customer service is handled more appropriately moving forward.
I am choosing not to include the image of the message that was transcribed on my I-phone because I have respect for people. All I simply ask is for respectful treatment for your paying customers in the future. I , however, never intend to order from this establishment again. read more