Disappointing Experience, Repeated Order Mistakes, and Poor Management Communication…read more
I am extremely disappointed with my recent experiences at La Madeleine, not only because my orders were incorrect twice within three days, but because of how management handled the situation afterward.
On two separate occasions, I ordered French onion soup but received French lentil soup instead. During one of these experiences, my sandwich was also dry, the bread was brittle, and the lettuce appeared old.
After the first incident, I contacted the restaurant through its website and received a response from Jennifer, the assistant manager. She apologized and assured me that I would receive a FULL refund within 3-5 days.
Unfortunately, my next order was incorrect AGAIN.
Jennifer contacted me afterward and explained that she had investigated the issue. According to her, the restaurant had recently installed a new operating system that incorrectly displayed French onion soup as French lentil soup when the restaurant received orders. However, on the billing side, my order correctly showed French onion soup. She apologized, stated that she would notify their IT department, and promised another full refund.
I appreciated Jennifer's communication and willingness to investigate the issue. However, things became increasingly frustrating afterward.
After waiting more than five days without receiving my first refund, I reached out for an update. Instead of receiving confirmation, another employee told me they were unsure whether Jennifer had processed either refund. I was initially offered a $5 credit, despite Jennifer explicitly promising FULL refunds for BOTH orders.
I explained the situation and even offered screenshots proving what Jennifer had told me.
Eventually, the general manager called me and explained that because my orders were placed through a third-party service, he could not issue refunds. While I understand that third-party orders may have different refund procedures, this was NEVER communicated to me when Jennifer repeatedly assured me that my money would be refunded.
Instead, the general manager offered me a $15 credit, which was significantly less than what I had spent on both orders.
What frustrated me further was his response when I mentioned Jennifer's promises. He emphasized that Jennifer was only an assistant manager and that, as the general manager, he had more knowledge regarding what could and could not be done.
Frankly, I found that explanation dismissive. Jennifer's title does not change the fact that she was representing the restaurant when she promised those refunds. Customers should be able to trust information provided by management, regardless of their position.
Furthermore, the general manager claimed the issue was not on the restaurant's end and made it seem as though he was going above and beyond by offering me the $15 credit.
However, this directly contradicts Jennifer's written explanation that the restaurant's newly installed operating system was incorrectly displaying my orders.
So which explanation am I supposed to believe?
I understand that mistakes happen, technical issues occur, and third-party refunds can be complicated. However, none of that excuses the lack of communication, contradictory explanations, or unfulfilled promises.
I was promised two FULL refunds, waited more than five days, and then had to contact the restaurant myself just to discover that those refunds apparently couldn't be issued as promised.
I also don't appreciate being made to feel as though receiving a $15 credit is some generous favor when I paid for food that was incorrectly prepared TWICE.
I wasn't asking for anything unreasonable. I simply wanted the correct food that I paid for, and when that didn't happen, I expected the restaurant to honor the resolution its own management had promised.
I genuinely appreciated Jennifer's initial efforts, but the lack of consistency and accountability between management has completely changed my impression of this location.
Customers should not have to chase down promised refunds or receive conflicting explanations from management after repeated order mistakes.
This situation could have been handled much better, and I am extremely disappointed.