I am writing to formally complain about the customer service I received during my recent visit to your Holy Burger location at 8300 Brook Road, Richmond, VA 23227. Unfortunately, the way my order and complaint were handled was extremely disappointing and left me very dissatisfied with my experience.
My server was Sydney C. I ordered two Plant Based Holy Chicken Combos and two Cheeseburger Combos. Sydney informed me that my total bill was $58.98, which I paid.
After reviewing my receipt, however, I discovered that I had been charged for two Classic Burger Combos rather than the value meals I had ordered. I immediately brought the discrepancy to Sydney's attention.
Sydney told me that the food had already been prepared. I explained that I had ordered the value meals and wanted my order corrected to reflect what I had actually requested and paid for. Sydney then contacted someone named Mawmule regarding my complaint. I was told that he/she was made aware of the situation, but he/she never came to the service window or spoke with me directly.
After speaking with Mawmule, Sydney informed me that they were unable to change my order to what I had originally requested. Since the restaurant was unwilling to provide me with the order I had actually purchased, I requested a refund.
Sydney contacted Mawmule again and explained that I was requesting a refund. She then returned and told me that Holy Burger could not issue me a refund and that I would have to contact my bank.
I find this response unacceptable. I should not have to contact my bank to resolve a billing error that occurred at your restaurant. I paid for specific meals, and when I discovered that I had been charged incorrectly, I brought the matter to the restaurant's attention immediately. I expected Holy Burger to take responsibility for correcting the error.
Although Sydney's personal demeanor was not outwardly rude, I found her handling of the situation to be unacceptable because my request to have the order corrected was not properly addressed. More concerning was the conduct of Mawmule, who apparently made decisions regarding my complaint without ever coming to speak with me. I believe that if a manager or person in charge is involved in resolving a customer's complaint, that person should be willing to communicate directly with the customer.
Additionally, I never received an apology for the incorrect charge, the inconvenience, or the poor handling of my complaint. That lack of accountability made an already frustrating situation even worse.
I understand that mistakes can happen in any business. What concerns me most is how the mistake was handled after I brought it to their attention. Good customer service requires taking responsibility, communicating with the customer, and making a reasonable effort to correct the problem.
I hope Holy Burger management will take this complaint seriously and use it as an opportunity to improve its customer service practices. read more