UPDATE: Owner responded below with complete disregard and thinks years of them verbally abusing customers while serving garbage food equates to business knowledge. ABSOLUTELY no explanation of her and her husband yelling at customers, no explanation of why she's refusing to refund. Like I said, no integrity or accountability. They'll blame and insist on remaking your food even if it's wrong or poor quality, then yell and gaslight you with refusal to refund.
We ordered Butter chicken and onion Pakora online for pickup, was shown that it would be ready by 5:45. Had someone pick it up, a few moments later when it arrived we looked at it, tasted one bite of each and called the food truck.
The butter chicken was one of the worst things I have ever tasted, like tomato water with no flavor and the pakoras were soggy. When we told the owner she spoke over us and told us it was made fresh and the pickup was late which was untrue, not wanting to argue we told her it's besides the fact her butter chicken was watery and neither of us want to eat any of this and requested to return it immediately to receive a refund.
She refused and said to bring the food and that she'd remake the butter chicken, we explained to it was a moot point because the rest of the food will be cold and then the butter chicken would be fresh, she irritatedly said to just return all of it. The food was returned and she said new food would be ready in 20 minutes. 20 minutes passed and the delivery returned to the window only to be ignored, we were messaged they wouldn't acknowledge him until he said " Hello?" for the the 3rd time. Only for the husband/owner to yell at him and say "stop rushing us! We're making your food because you wanted it fresh!" As soon as we received that message we immediately called and said we didn't want the food or to be their customer and to please refund us. The wife/owner then started getting aggressive and saying "Well he was standing there when we told him it would be ready and I won't take this, the food was fine and we offered to remake it and it takes time because it's fresh and you were late!"
She yelled at herself on the phone for a good 40 seconds before we just told her, it wasn't ok to yell at customers or ignore them ever. She then continued to yell for another 20 seconds til we told her to please just refund and let this be done. She refused to refund or take any accountability. In her eyes she feels her customer service and food quality trump the customers satisfaction. She and her husband don't care if you like the food they prepared or how they speak to you. They'll remake your food and tell you how wrong you are for the rest of their lives if they have it their way. As someone who's worked in the culinary industry for years, I really hope they realize that food is relative and subjective. You can't make everyone happy and mistakes happen, but if you have the opportunity to make something right at a customers request you absolutely need to do it. There's too much competition to argue with customers. I don't understand these owners or any chef/restaurant that chooses animosity over integrity because their ego is too big to rest. Get some rest, you have a long hard journey ahead of you with this type of hospitality.
Shame on your business for stealing my money because you refused to refund when I said I wouldn't tolerate being yelled at for no reason.
Attached ithe tomato water they sold me for $15. read more