I frequently eat at Juannitas and have liked their food since they first opened. I placed a delivery order for Juannita's last week. When the food arrived, two items were incomplete- I ordered the Nachos de Juanna, but instead received the regular nachos with only meat and cheese. I ordered the Enchiladas Mexicanas, which are supposed to come with rice and beans (according to their online menu) but did not. Usually, I would be frustrated but would just let this slide. But this was the THIRD time that I had ordered from them and paid for things that I did not receive.
I called them that evening and was told that the manager would call me back that night. I didn't receive a call, so I called back the next day. I was told that the manager would be in later that night and would either call me later that evening or the next day. I never received a call. So, I called back again (at this point I was kind of determined to talk to someone!) and talked to a manager who really just did not seem to care. She said she would normally refund my money, but couldn't because I ordered through an online delivery source. Yet, I've had other restaurants apologize when orders were incorrect, call the delivery source, and refund the money. Then she asked me what I received that was wrong. I explained, and she said, "well we don't deliver and I don't have your address, but you can come and get the food." Huh?! 1. I don't need the food days later and 2. I paid a delivery fee through an online service and now I'm supposed to make an extra trip and pick up the food? I told her that I no longer needed the food but would appreciate some sort of compensation. She said that she could discount my ticket 50% the next time I came in. This seemed like a generous offer. So, I asked her if I should leave my name with her, or how I should go about taking her up on this offer. She said to just tell her when I come in. Given that there was no manager, supposedly, the first few times I called, I hardly find this to be a good solution. Also, it puts the onus back on the customer! So, the solution is that I'm supposed to go there again, track her down, if she's there, and remind her that I am supposed to get a discount? Doesn't really sound like a sustainable business model.
Again, I usually let these mistakes slide, unless they are really egregious (like the food just doesn't show up), but this was the third time so I called, thinking the resolution would be hassle-free. Instead, I experienced the above. I won't be returning. It isn't so much about the money (though that does matter to me since I do not make a lot) but the fact that the manager just didn't seem to care... read more