Stopped in on the way home from the other side of Atlanta to grab some dinner for the family. Walked in to employees sitting around playing on their phones. Ordered a few items, rep asked if I'd like to upgrade to combos, which I denied. Also, Asked for Carrots with ranch and a side of Buffalo sauce. Total was $40+ added tip. Was told 10 minutes. I walked out as manager / Co-owner walked in. Walked down to Publix (where I was complimented on my smile and thanked for my shopping) to grab a few items and came back. There was an Amazon Driver on his lunch break and an older gentleman waiting for his food when a family walked in. Behind the family a small group of rowdy young men came in. This small group was loud, crude, playing loud music on their phones and made everyone uncomfortable. You could see the discomfort amongst the other customers as I waited beyond the 10 minutes for the food. The rep called my name, read off my order perfectly, and then asked, "did you get your drinks". I let him know I didn't order drinks and he said, "they charged you for (2)", and went behind the counter. Instead of correcting the amount he handed me (2) plastic cups said "have a good day" and quickly hid behind the wall. From there I loaded up and drove 20 minutes home. The aroma of the food smelled sooo good, my family couldn't wait to dig in!!
We get home unload and set the table, open up to find the order was wrong, we were missing items, given wrong items, and no paid for extra sauces (ranch and Buffalo) were included. I took a deep breath and called the store. As soon as I explained what happened the rep said "yes, we gave you the wrong order, bring it back and we will swap it out with you" - what?!
With that I suggested they have the order delivered and was denied. The young rep was going back in forth with the manager. I then spoke with the manager who suggested I drive back to swap out the food. I suggested some ways to resolve the issue to the response of "I'm busy I'll have to call you back". I would have passed 10 other restaurants to drive back, and replacing a meal for my family would be an easier and faster option not driving 20 minutes there and 20 minutes back. I ended up replacing the meal with a closer restaurant.
2 hours later the manager - Co-Owner calls back and offers a refund on (1) missing item. I suggested a full refund since the entire meal had to be replaced. We then started over and I explained the entire situation and how it was a poor reflection of a business I would love to support. I was more than polite and offered a few creative solutions and even suggested how I would handle such an issue. The manager co-owner couldn't come up with an acceptable response. After a moment of silence I asked to speak with one of the other co-owners and was told someone would call me back. I left her with "I have a great story to tell and I compliment louder than I complain, I am just waiting for an ending for this story".
It has been 10 days and still have not received a response, refund, or call back...
I'm almost certain an Amazon Driver missed out on their valuable lunch hour, an older gentleman and local family couldn't enjoy their meal, due to a group of rowdy young men, and my family received horrible customer service and ended up eating Waffle House (where I was treated better). All of this could have been resolved with proper management, leadership, and simple customer service.
There are a many other local wing establishments that can earn our business. Unfortunately, Spice Wing isn't one of them. read more