Never again!
I ordered from MeatUp Gyro for the first time last night, and unfortunately, both the food and the customer service were incredibly disappointing. While the food itself was mediocre, the customer service experience was what ultimately guaranteed that I will never order from here again.
I ordered through Grubhub, and the biggest issue is that their Grubhub menu does not match their actual menu. According to Grubhub, both of the dishes I ordered came with two side sauces at no additional charge. I ordered four sauces total and received none of them.
The appetizer was supposed to come with tzatziki sauce, which was missing.The bowl was supposed to come with Chicken, Beef and Lamb (according to GrubHub), there was no Lamb. The falafel sandwich was listed as coming with chopped salad, Korean cucumbers, pickled onions, romaine, and hummus. I specifically ordered it without the romaine and hummus, but wanted everything else. Instead, I received a pita with nothing but smashed falafel balls and tahini inside - tahini which I specifically said I wanted on the side only. I also paid $10 for a soup that I expected to be a decent-sized portion, but received what amounted to a very small container that was not worth the price.
At that point, I was already unhappy with the order, but things got 100 times worse when I called the restaurant.
I don't know the name of the person who answered, but his behavior was completely unacceptable. He was rude, argumentative, sarcastic, repeatedly interrupted me, told me I was wrong and didn't know what I had ordered, and made absolutely no effort to listen or apologize. I kept trying to explain that their Grubhub menu clearly stated that these items came with certain ingredients and sauces. As the restaurant, it is their responsibility to make sure their online menu accurately reflects what they actually serve. It is not the customer's responsibility to somehow know that the restaurant's own Grubhub menu is incorrect.
What should have been a simple, "I'm sorry, let us make this right," turned into a horrible phone call with both of us raising our voices, constantly arguing, and me ultimately having to hang up.
I did receive a call back shortly afterward saying they would bring me all of the missing sauces, more soup, and a properly made sandwich within about 20 minutes. That was all I wanted in the first place. The manager, Salim, personally delivered the replacement order to my house and apologized for what happened.
I told Salim that, at that point, the food wasn't even the biggest issue anymore. The way I was treated on the phone was what left such a bad impression. One poor customer service interaction can completely ruin an otherwise fixable situation.
As a customer service supervisor myself, I understand that dealing with complaints isn't always easy. Customers can be upset, and mistakes happen. But there is a right way and a wrong way to handle a customer complaint, and unfortunately, my experience with MeatUp Gyro was handled the wrong way.
The food was mediocre in the end and not worth the time or money. The best part of the meal was honestly the garlic sauce, and I do appreciate that Salim personally came to my home to make things right. Unfortunately, by that point, the damage had already been done.
One customer who will never return. read more