They screwed up my take out order two weeks in a row. I've ordered there often. They usually tell me 15 minutes for my order to be ready. Most recently they said "45 minutes".
I showed up around 35 minutes. The server I encountered seemed surprised that I had FINALLY arrived. I noticed that it wasn't particularly busy, which is why I figured the longer wait, but who knows what it was like before I showed up.
I paid. I went home. Discovered my wings were VERY cold... maybe about 20 minutes cold, as if they had been sitting out waiting for me. Reminder, I was earlier than when they suggested I showed up. And they gave me one of the wrong flavours of wings.
I sent a complaint through the website. Explaining two mishaps. I fully intended on going back again, which is why I didn't call the store directly.
I no longer plan on ever going back.
I have some criticism for their response. I don't know if it's a cookie cutter response, or automated, but I REALLY hope it wasn't written by a human.
If it was simply an apology I'd feel better about it. Honestly, I think it's pretty typical that in situations like this that you offer a coupon or something, but I didn't really expect it. But I REALLY didn't expect this line:
" We hope that you will give us another chance and we can get it up to your standards next time. Should you decide to order from us again, please let our staff know at the time of your order any of these concerns so we can pay extra attention that it does not happen again."
HA! What? That's asinine. You're saying that when I order, I should make it clear that I want the correct order, and for it to be warm? That's not something I should need to ask. I shouldn't need to stress the importance of getting my order correct and warm. Your staff shouldn't need to pay extra attention to get the basic tenets of food service correct. That is insulting to me AND your staff.
Your suggestion is for me to essentially be the worst kind of customer. The kind that treats your works without respect or dignity. "Hey, I'd like to order some Honey Dill wings, make sure you don't fuck it up and give me honey garlic like you have two times now. Oh and make sure it's warm. I know this seems obvious, but clearly you're stupid and can't handle taking a wing order at this WING restaurant. Oh, and please don't spit in my food, your Management told me to bring up these concerns to you, so you pay extra attention to my order." read more