Customers beware. Terribly Poor customer service. Poor quality products from time to time. Plus the management doesn't stand behind their products or service. We've been a patron of this establishment since they opened, frequenting on a monthly basis. We've now had 3 times where we couldn't eat something, and this is the first time we reported it to management. We won't be coming back to this establishment and can't recommend it any longer.
Part 1:
We decided to try a new item on the menu for which we haven't ordered before to discover it wasn't to our liking. We had a pickup order so we drove back to the establishment to get something different that we know would be better to our liking that we've had in the past. I talked with the cashier and explained that we would like to exchange the item for something else as we didn't like it. This item was still full and it was clear it was not eaten. We were told ok, and she took the item back to the kitchen line to have it replaced. The poor cashier had a lengthy exchange with who we would later find out was the manager on duty. Something was clearly not right, he was clearly upset, maybe they took offense to us returning it -who knows. She finally returned to the front counter and reluctantly told us that they would not make us a replacement item. I then asked if we could have a refund then. I was told they could not issue a refund either, even though they were now in possession of the item. I was not about to make another sale for a replacement item nor do I think anyone else would at this point. The manager didn't even bother to talk to me. I had to walkout without the product and having paid.
Part 2:
I got home and called the location to speak with the manager, as I couldn't believe poor level of customer service not to mention having paid and not received product. I was told they would not offer any refund or replacement. And when I asked when I would be able to speak with the store manager I was told he didn't know and the store manager hasn't been at the location in 6 months. Sounded like a easy way to try to dodge a complaint. It was time to find another avenue to get in touch with the owner.
Part 3:
I submitted a feedback on their website to report this to the establishment owner. We did receive a call back the very next morning. We spoke with the establishment owner, and they still did not offer a refund. It was very unprofessional. We were asked when we came in, and the owner said he reviewed the camera footage to watch the interaction. This was creepy and I'm not sure why management would even tell us that. We were told some people try to complain just to get something for free. The owner then began to give excuses for his management's poor service. It was the end of a long week and a long shift for the manager on duty. I'm not sure why that justifies not standing behind their products and refusing to give refunds. We were told to "text" him the next time we came in to the establishment to get a replacement item, that is very odd and unprofessional for a business. Too little too late with many attempts to have them make it right. read more
