I honestly never thought I would leave a review like this because our family has always really…read moreloved Sake Express. Unfortunately, after what happened tonight, I will not be returning.
I called in an order for my kids and went through the drive-through to pick it up. The gentleman working the window was very nice and helpful. I paid with my debit card, and he came back a moment later and told me their system had frozen and that he needed to run my card again. I handed him my card, but while he was attempting to run it a second time, I checked my bank account. Sure enough, the money had already been taken out of my account.
I showed him the transaction on my banking app, and he told me to go ahead and park and they would have my order out to me shortly.
A woman, who I believe was the owner, then came outside with a receipt showing their purchase history and told me they had not received the payment and would not be giving me my food. I showed her my bank account as well, but she still refused and told me I could come back Monday after I contacted my bank.
The problem was, this was not something that happened on my end. The money had clearly been deducted from my account, and I explained to her that this was dinner for my children. Because the money had been taken from my account, I no longer had the money in my budget to simply go somewhere else and buy dinner.
Instead of trying to work with me to resolve the situation, she began yelling at me. I asked if I needed to call the police, and she told me to call them--so I did.
The officer arrived and tried to help us come to a resolution. Even with me showing proof that the money had been deducted from my account, she still refused to give me the food I had ordered and paid for.
Thankfully, the gentleman who had originally helped me came back outside and eventually offered a solution: they would give me my food if I left my driver's license number and card number in case they needed to run the payment again.
After everything was finally resolved, I received our food--but by that point, it was cold.
I understand that technology glitches happen. I understand that a business needs to make sure it gets paid. What I don't understand is refusing to work with a customer who is standing there showing proof that the money has already been taken from their account, especially when the customer is explaining that this is dinner for their children and they don't have additional money available to purchase another meal.
The way this situation was handled was extremely disappointing. We genuinely loved Sake Express, which honestly makes this even more upsetting.
Unfortunately, after tonight, we will not be going back.
