Unfortunately this is my first negative review I have ever written of any business, but I felt the need to, as I have never been treated in such an unprofessional, incompetent manner by an establishment in my entire life. In case you don't read the rest of the story, the long short of it is, if you go to this restaurant, DO NOT use your credit card, and be very careful in your transactions with them- if there is a mistake (or maybe it wasn't a mistake? Really have to wonder after how this was handled) in which you are overcharged, you will have to go through Dante's inferno trying to get the money you are owed back. I have no trust for this place- I was lied to and misled multiple times. it's absolutely unacceptable to receive customer service like this , especially as a regular , and someone who lives in the area. There are not very many health food restaurants in Cozumel and unfortunately, that number got smaller after this experience.
My card was double charged by La Cuisine after having lunch there. To put this in perspective this was a 35 USD refund that would have been very simple to process- giving someone their money back that was wrongfully taken should be the bare minimum, right? Apparently La Cuisine thinks the rules don't apply to them. I came back to get a refund, showed them proof that my card had been double charged, and asked for a refund. The staff there promised me multiple times the charge would be refunded to my card at the end of the month (getting this confirmation from them was not easy- it involved going in two separate times to follow up with if they had "checked with the card company that the charge was indeed made"). The money never was refunded to my card. I went back in after 3 weeks of waiting, and was asked by the same cashier that I already interacted with previously (who was very rude to me, and refused to even look me in the eye) to provide the same proof all over again , and told (yet again) to come back so they can look into it. It was very obvious to me that she didn't care about helping me or resolving the situation, and treated me like I was an annoyance for holding them accountable for their mistake.
Come back in a week later and am still given a similar story about needing to check with the credit card company, am asked to show them the proof again, even though they had taken photos previously. After I ask for a cash refund, am told that I will need to come back when the manager is there , because nobody is authorized to give a refund (?), and that they will call me when the manager is in that evening. Never receive a call from them (surprise, surprise), so I stop by later in the evening . The manager was there , and after explaining the situation, he starts getting upset with me(?) to the point his voice was shaking, and tells me in a very aggressive tone it's the first time he's ever heard of it, what can I expect him to do if it's the first time he's hearing about it, asks me to provide proof via my statement () and tells me that he will need to check with the credit card company in order to make sure it was double charged... and to come back yet again in a few days after he's checked. At this point it was clear to me that they never intended on returning my money.
In the end I had to file a claim with my credit card company because I realized this was going to be an endless Groundhog Day of me getting screwed by these people, and they were OK with conducting business that way . Not sure if these people are just purely incompetent, lazy, or if they thought they could get away with stealing money without consequences, but either way, very untrustworthy and unprofessional experience. If I could leave zero stars, I would. If they had any care for how they treat customers, this would have been taken care of day 1, and not felt like a full time job to get a 35 dollar refund that I was owed. read more