Melt Shop — Restaurant in City of White Plains

Thought I'd try somewhere new so I ordered wings through Melts website for delivery, and only received half my order. Mistakes happen so I called them up to see when they could get me the rest of my order. I was told they could not deliver the rest of the wings. Apparently they use door dash to fulfill orders, which is fine, but they used that as an excuse to not send me the rest of my wings because they "don't have anyone to deliver it". I was told to come pick them up if I wanted them, which I could not do and why I had them delivered in the first place.

After being left on hold for 12 minutes (I think they forgot I was there because the phone was left off the hook and I could hear people in the background) I was hung up on. I called back and was then given the option of a refund or being "taken care of next time I came in". I went with the refund because I don't want to give them my business a second time. I ordered 11/2 and it's currently 11/6. This is the 5th business day since my order, and there's still no refund like I was told there would be. There was also no "next day follow up call or email" like I was told there would be several days ago.

2 stars because the service sucked. The Korean wings I did receive were also ok at best, though the sauce was pretty good. I'm sure they would have been better if I didn't need to reheat them due to spending so long on hold when trying to speak with someone about my order. Just my experience, your...

Probably the worst customer service I’ve ever encountered. They close at 8 pm & I was on line at 7:20 pm. The cashier tells me they’re closed & there’s at least 3 more people behind me. I leave but I watch the guy behind me still staying in line. The cashier takes him anyway even though she told me the last customer was the lady in front of me. I asked her why she took him when I was in line before him. She tells me that the guy & the lady in front of me are together when they are clearly not. She ends up taking the guy’s order anyway. Which is really ridiculous. I was clearly there first but she DENIES me. I watch the guy get his food & leave while the lady sits with her family in the food court. It’s not even about the food & the lies but the principle. First, you close at 8 but stop taking people at 720? Then you deny me but let someone else go. It’s really stupid. They should really not be denying people at 7:20 when you’re supposed to close at 8. Change your hours to 7:30 then. Unreal. Also the kiosks where u order was out of order. It would’ve helped to have that working so the line moved quicker but I’m sure they turned it off so they can turn away customers. They clearly don’t like sales. The staff was out by 7:55- must be nice to leave before the actual place closes. Thank goodness for Shake Shack staying open, kiosks working &...

Not a great experience. The food was okay. Not what I was hoping for. The staff attitude was poor. The cashier asked me to use the self help tablet to order. I explained that I wanted to substitute something so she gave in and took my order.

The sandwich I ordered came with ranch dressing. I asked for spicy mayo instead. I realized after I paid that I was charged for the mayo and asked about it. She told me that was how it worked. They can remove an item but not substitute. Not a good start.

I waited by the counter for my order. I saw it come up. Then she and another coworker discussed something. The coworker who drinking from a cup while serving food to us and checking her phone (with a wireless earbud in her ear) went around the back of the counter and pulled my sandwich back. I could not see what she did, but I asked the cashier when she handed me my food. She told me the sandwich came out with ranch, so they pulled it back and swapped the bottom bun for one with spicy mayo. I understand that mistakes happen. I would hope that they would remake the sandwich. The spicy mayo was not spicy. Not sure what I got.

More importantly, proper food safety standards would be appreciated. I don't think food service staff should be doing what I blatantly saw them doing.

There are better options nearby and in the building. I will go to one those...