I am writing as a longtime and loyal customer regarding a deeply disappointing experience involving the purchase of what was represented and sold as meat knishes from your store.
My husband purchased several knishes from Mort's Deli. We understood these to be meat knishes based upon how they were described and priced. After bringing them home and cutting them open, we discovered that they were not true meat knishes, but rather potato-and-meat knishes.
Had the product been accurately described, we would not have purchased it. We specifically sought meat knishes and paid the corresponding price (see the receipts attached).
When I contacted the store to address the issue, employee Kate maintained that the potato-and-meat knish should nevertheless be considered a meat knish. Regardless of the terminology used internally by the store, the product was not what we reasonably understood we were purchasing.
The situation became even more troubling when I repeatedly requested copies of the receipts. During the course of the dispute, I was informed that the receipts were not accessible. However, the receipts were ultimately produced and later emailed to me as ordered by the police.
Notably, the receipts explicitly identified the product as a "Brisket Knish" and reflected the corresponding charge. The receipts therefore became an important part of understanding how the product had been represented and sold.
Rather than resolving the matter promptly and professionally, manager Gail continued to escalate the situation unnecessarily. Ultimately, Gail instigated the calling of law enforcement to the store.
Two police officers responded to the scene. Following their investigation, the store was ordered by the police to produce the receipts.
The police officers became involved in what should have been a routine customer-service matter. With their assistance, the receipts were eventually produced after previously being misrepresented as inaccessible.
What makes this experience particularly upsetting is that my husband is severely disabled, partially paralyzed, and walks with a cane. What should have been a simple request for fair treatment escalated into an unnecessary confrontation involving law enforcement. The needless inconvenience, travel, physical burden, and emotional distress inflicted upon both my husband and me were unfair and unjustifiable.
As loyal customers, we found the entire experience shocking and disturbing. We sent the store owner an email detailing the incident but the owner never responded. read more