TLDR: if you have any issues with your order you will have to play games in order to get a refund. Its exhausting and incredibly time consuming.
I had eaten here before with a friend and had a wonderful time. Yesterday (2/24) I ordered food through their website for delivery so my mom and I didn't have to go out. My mom has a lot of food allergies, so she is very specific in what she orders. When the food came, her meal was completely incorrect, which resulted in her being unable to eat it. I immediately called the number on the electronic receipt, as that was listed as the contact to report any issues to. The call wouldn't go through, and I assumed at first the line was busy, but realized that it was disconnected.
After realizing it was disconnected, I then hopped in the car and drove there to try and get a refund in person, as clearly I was getting nowhere on the phone. I spoke to one of the employees, who kept insisting that I placed the order through a 3rd party app and therefore had to request the refund that way. Thing is, I did not place the order through a 3rd party app such as DoorDash. I used their website and the only information on their website was the disconnected phone number. This, of course, was extremely frustrating as we ended up going in circles for some time before the employee eventually said that if I were to come back today (2/25) there would be a manager there for me to speak to.
With this information, I went back home for the night and returned during the time frame I was given to speak to a manager. Before returning, I compiled my order receipts as well as screenshots of the fact that the only number I was given to call for help was disconnected. I then spent about 1.5-2 hours going back and forth between the manager and the food service system Toast (which is what their website is powered through). The most frustrating part of these few hours is that the manager told me I needed to request the refund from Toast, where Toast told me I needed to request it through the issuing restaurant.
As I had ordered the food through the website, I had no idea there was another party involved. In order to talk to Toast's AI customer service chatbot, I had to create an account and message with this chatbot. They told me that I would be referred to a live representative, but that never happened. I called the phone number for the support line, which was not for customers who ordered food but rather businesses that are powered by Toast. I spoke to a representative on the phone who was very helpful, but unfortunately, not qualified to help me. She directed me to an email address that I did end up contacting, only for the email to bounce back as defunct, with a message from Toast saying to use their chatbot in order to get help. So at the end of the day, there were no humans working for that company that I was able to speak to. When I requested to speak to a human, the chatbot said put me in the customer support queue.
It was at this point of reaching dead ends and talking to robots that I went back to the restaurant to tell the manager the short version of everything that happened. I showed her that Toast would not issue the refund and that the onus was on the restaurant. It was only then that she messaged the owners of the location to figure out what to do. She took photos of my receipts as well as the messages with Toast to send to the owners. I don't know what their conversation looked like, but it was hours after our conversation that I got a message saying they had refunded me.
I appreciate them finally, fully, refunding me, as it was the least they could do after putting me through all this stress. Between the disconnected phone, the lack of competent customer service, and the frustrating POS that they're powered by, I do not recommend this place and will not be returning. This is disappointing as the food was very tasty, but the kitchen clearly cannot be trusted as they completely messed up my mom's order. Had my mom not paid enough attention and eaten this food, she could have ended up extremely sick, if not hospitalized.
If you're worried about allergies and don't want to risk getting sick, or if you're just hoping for an easy take out order, this is not the place. They clearly rely on people not wanting to put in the arduous work to get the refund. read more