I have been coming to this place years by now. Sometimes their attitudes suck, but the food is good and the food price is OK although they increased the pricing this year.
Today I noticed that two new girls were working, they seemed pleasant and welcoming so I was pretty happy about that. I ordered the spicy cold noodle to go and they told me to come back in 20-30 min, more than usual, but it was packed inside, I understood the extra wait so I killed time in the area.
25 min later I went back to this diner and got the food, I was happy until I came home and checked inside; they forgot to put the broth for the cold noodle (some place don't use it, but this place give you the broth). I phoned them immediately, explained what happened and they were apologetic in the beginning and then she started making excuses, but didn't give me any solution! Basically, they said next time they will give me a service. Their English isn't good so I guess they meant they were gonna give me a little extra for the next time, but wait a minute, what about the food that I wanted to eat tonight? How the hell do they remember me for the "next time"? At the point I knew they are trying to get away with the situation while saying whatever. I told them that I was gonna come back for the broth, but for the inconvenience, I wanted the money back. They said fine. I was actually surprised that they accepted giving me the money for the food and the broth as well. I asked them again, and the girl on the phone said "Yes, I can do that".
My wonderful husband left our place to get my broth for me and then I got a phone call from this diner 45 min after I phoned them first. They were saying "this is a food related complaint so we need to check the food, please bring the food back". WTF!? I told them that my husband already left home and didn't bring the whole thing because they NEVER INSTRUCTED me so. They kept telling me now they wouldn't give me the money if I wanted to have the broth. And they told me that my husband was already there (when he came home he told me that he is the one who asked them to call me because three of them were claiming and arguing with him not to give him the money back). What a nightmare!!
I just wanted the complete food that I ordered. They are the ones who screwed up the whole thing and promised me something that they would NOT do. So my husband was exhausted because the old lady there was telling him that they were never gonna give the money, and if he wanted the broth he had to pay for it!! At the same time, I had no idea what situation my husband was in, and still talking with the girl on the phone because she was giving me a lecture while saying "next time bring the whole food back because we need to check what's wrong". I said it would be pointless in my case because it's not like the food was half rotten or there was no meat for a BBQ meal, it was simply just there was no broth! How could I prove it was their fault and I'm not making up the story? When I talked with her for the fist time on the phone, she admitted that she packed the food and even said that she didn't know the broth came with this meal. So clearly it's her fault!
She kept saying "it's our process, we need to check the food". Then why didn't she tell me so in the first place? I know why because they made up "the process" just for this case. They weren't willing to give me the money anyways. On top of this crazy argument, she was never tried to listen to me, she was talking over me the whole time!!! What kind of service is that? Let the customer talk: that's a customer service 101, I work in a retail, too, I never ever treat my customers like that.
Finally I got so sick of listening to their nonsense with a lack of sincerity, I told them to just give him whatever and let him go, and then the girl said "fine" and hang up abruptly! I was speechless.
My husband came home and explained what happened, they refused to give him the money especially the old lady although they accepted the deal when I talked with the girl, and he ended up getting the broth and half of the price of what I paid.
I actually don't care much about the money. What bothers me the most is that they are so dishonest!
1. Just don't promise something you can't do
2. Don't tell the customer you will not accommodate after letting a customer make another trip back to your diner ( the customer may not live close, may have to pay for the transportation etc..)
3. If you have "a process" that you need to follow to deal with a complaint, instruct the customer right away not 45 min later or after the customer shows up
4. Do not talk while the customer is speaking
I have been pretty loyal to this place for 8 years but I don't think I'll go back again. read more