Ikhlas Seafoods and Pastries — Restaurant in East Point

Been coming to this place for over 25 years....normally would suggest. However, walked in and went to place an order. I like my fish sandwich with the tarter sauce on the side...don't like soggy fish (personal preference). As I'm placing my order...the man just walked away in the midst of me placing my order, went back into the kitchen then came back. He told me that they had a meeting and they were no longer allowing people to have their sandwiches with tarter sauce on the side. It either has to be on the sandwich or they have to charge for it. Bad Business. Keep in mind, when I do come I will spend $20+ for multiple items. I left and went somewhere else. Even if you want to put it in a smaller container...that should be an option instead of straight refusal. They lost a long time customer over something that makes absolutely NO SENSE! It's unfortunate but it's their business and they can run it the way they want to. I PURPOSELY drive to the other side of town to patronize this business because of the long history and love of the owner. Haven't seen her in a long time and you can DEFINITELY see a difference and that's not a good difference...hopefully she's okay. There has been other issues but I've overlooked it out of loyalty...however it can be the tiniest thing that can cause a business to lose a long time customer. I've brought tons of business and referrals to this business. I'll go support another small business that knows how to take care of their customers that have shown years of loyalty instead of making asinine decisions that does more damage then benefits. Kind of sad but have no other choice but to get over it.

UPDATE Thank you for responding and I totally understand what you're saying. If possible, can I offer some constructive feedback? You have smaller cups that you serve the cocktail sauce in. Could you not offer that as an option? Since you already have them in stock...it wouldn't be any additional cost for you and it's smaller so you would save on product. It makes no sense to charge someone for an item that's already on the sandwich. It's the equivalent of asking for the sandwich combo (with fries) without ketchup but then charging people to get ketchup packets. It's sad to see small businesses cut their noses off despite their face. Willing to lose long time and loyal customers over an easy fix. By the time I make it home...the sandwich is soggy and detracts from the quality. It's survival of the fittest....and as you grow.. you should be able to adapt. Those who cannot adapt don't last or they cut their business via their own actions. When I come...I spend cash...as to not incur extra credit card fees and so it all goes directly to your establishment....plus I tip the crew because I appreciate them. 💜 However, who am I to try to force or debate with a business to take my money that I want to give them? Still have love for you...just disappointed. Thank you for your response as I wasn't sure if you...

Let me start by saying, it takes a lot for me to get to a point to decide to leave a poor review on a business. I try to be an understanding customer in all situations.

I've been a customer over many years and used to enjoy the fried fish, but my recent experience has left a really bad impression on me. Customer service has significantly declined and it's obvious that they no longer concern themselves with managing the customer experience as an important part of ensuring that they retain repeat customers. The customer experience is key to any thriving business!

I called and was told by the establishment that they did not take call in orders, but that I could place my order via Uber Eats or via their website for pick up. So I placed (& paid for) my almost $40 order via Uber Eats. About 15 mins later I get a notification that my order is ready for pick up. I arrive at Ikhlas about 10 - 15 minutes after that, only to be told that they couldn't find my order. After further checking, then the lady in the front comes back to inform me that my order has been picked up. Which I informed her that I did NOT have the order. After more checking & looking at her Uber Eats order receipts, she comes back to inform me that there were two Uber Eats orders with the same 1st name and she mistakenly gave them my order because they had been really busy.

Next the lady at the front says she will see if she can get the cook to remake the order, but he absolutely refuses & would NOT remake it. So here I am without almost $40 worth of food that I had pre-ordered & paid for, and was assigned to bring as my contribution for an event.

After much frustration, and after realizing they would not remake my order, I requested a refund, but they refused that as well - told me that I'd have to take that up with Uber Eats. So now I am so upset at this terrible customer service that they are giving me as a paying customer!

So in essence, they REFUSED to correct an issue that was completely the fault of the staff/establishment. This issue was not caused by me. They made a mistake & would not correct it.

So now I had to find a back up place to go & order food from, to take to my event (which made me over an hour late!) - as well as spend valuable time on the phone with Uber Eats to try to explain what happened & request a full refund. Thankfully, after explaining everything to Uber Eats, they eventually...

I’ve been coming to this location for years because the food has always been on point. Sadly, my last two experiences have guaranteed that I will never return.

This evening, I called to ask about the latest time I could place an order. The woman who answered the phone was short, rude, and unprofessional. She told me I could order within the next hour or online, then hung up before I could even finish my question. When I called back within that timeframe, the phone rang out. I tried again a few minutes later, and the same woman answered, only to rudely inform me they don’t take call-in orders and that I needed to come in or order online, then hung up on me again.

Let me be clear. I don’t mind ordering online. What I do mind is being disrespected and misled by employees who clearly don’t value customers. This is now the second time I’ve dealt with rude service here, and it overshadows everything else.

Food might be good, but no dish is worth being treated like this. If management doesn’t address their customer service problem, this place will keep losing loyal customers like me.

• UPDATE to the owners response* I explained CLEARLY what the issue was in my review. If you truly took the time out to read it, rather than seeing the 1 star review you would have been able to comprehend my issue! The lack of communication and the customer service being trash was my issue. Your response as an owner is more argumentative rather than problem saving. Expressing that I should have asked for a manger when I expressed how short your employee was on the phone? Make that make sense. You were better off not responding to this post rather than saying what you said. Because it's clear that customer service is not something your business cares about. So...